UMAMI Platform Terms of Use

Welcome to UMAMI! These Terms of Use (“Terms”) govern your access to and use of the UMAMI Platform, including websites, mobile apps, merchant dashboards, and associated interfaces (collectively, the “Platform”). By using the Platform, you agree to comply with these Terms.

For the purpose of these Terms of use:

• You or your refers to the Consumer using the Platform.
• UMAMI refers to the digital platform owned and operated by MUSUBI Co., Ltd., which enables the listing, reservation, and collection of Surprise Bags from participating Merchants.
• MUSUBI refers to the legal entity incorporated under the laws of the Kingdom of Cambodia that owns and operates the UMAMI Platform.

Purpose and mission

UMAMI is committed to transforming surplus food into a more sustainable future. Our Platform connects Consumers with Merchants offering discounted Surprise Bags · packaged assortments of surplus food items. By participating, you help reduce food waste and enjoy affordable meals.

How the Platform works

• Participating Merchants · Merchants on the Platform include restaurants, bakeries, supermarkets, food manufacturers, and other businesses offering surplus or discounted food.
• Listing Surprise Bags · Merchants create and list Surprise Bags for reservation on the Platform.
• Contents of Surprise Bags · A Surprise Bag may contain an assortment of surplus items, where the exact contents are not disclosed in advance.
• Reservation and Collection · Consumers browse available Surprise Bags, make reservations through the Platform, and collect them during the designated pickup window at the Merchant’s premises.
• Discounted Pricing · All Surprise Bags are sold at a discounted price, offering Consumers value while helping reduce food waste.
• Customer Responsibility · Consumers are responsible for collecting their reserved Surprise Bags within the pickup window. If you need to adjust the pickup time, you must contact the Merchant directly.
• Platform Role · The Platform facilitates listing, reservation, and communication but does not prepare, store, or verify the contents of Surprise Bags. All responsibility for food quality, safety, and accuracy rests with the Merchant.

MUSUBI does not verify the legal status, licensing, or regulatory compliance of Merchants and shall not be liable for any non-compliance by Merchants.

Definitions

• Surprise Bag · A packaged assortment of surplus food items prepared by a Merchant, offered at a discounted price. Contents may vary and are not disclosed in advance.
• Customer · Any individual who reserves, collects, or purchases a Surprise Bag through the Platform.
• Merchant · Any business entity or individual operating a food business and offering food products through the UMAMI Platform.

Customer eligibility

You must be at least 18 years old and capable of forming legally binding contracts under applicable law.

Platform use

• Access to the Platform is for personal, non-commercial use.
• No person or entity may copy, reproduce, create derivative works, distribute, or otherwise use any content from the Platform without the prior express written consent of MUSUBI.

Account registration

To access certain features of the Platform, including reserving Surprise Bags, Customers may be required to create a user account.

Customers agree to provide accurate, complete, and up-to-date information during registration and to maintain the accuracy of such information at all times. Customers are responsible for maintaining the confidentiality of their login credentials and for all activities conducted through their account.

Customers must immediately notify MUSUBI if they suspect any unauthorized access or use of their account.

UMAMI (operated by MUSUBI) reserves the right to suspend or terminate accounts that contain inaccurate information, violate these Terms, or are used in a manner that may harm the Platform, Merchants, or other users.

Orders and reservations

• Customers may browse available Surprise Bags offered by participating merchants through the Platform and reserve a Surprise Bag for collection during the designated pickup window specified by the Merchant.
• A reservation becomes confirmed only after successful completion of the payment process through the Platform.
• Each reservation represents a transaction between the Customer and the Merchant offering the Surprise Bag. UMAMI Platform facilitates the reservation and communication process but does not prepare, handle, or deliver food products.
• Customers are responsible for reviewing the information provided by the Merchant before placing a reservation, including pickup location, pickup window, and any applicable notes regarding the Surprise Bag.
• Failure to collect a reserved Surprise Bag within the designated pickup window may result in forfeiture of the reservation without refund, due to the time-sensitive nature of surplus food items.

Order processing, pickup, and Merchant responsibilities

• Customers must collect their Surprise Bag within the designated pickup window.
• Surprise Bags are sold “as is,” and the contents may vary. By reserving a Surprise Bag, Customers acknowledge and accept this variability.
• Customers seeking allergen or ingredient information for any Surprise Bag are required to request such information directly from the Merchant. The Platform does not list detailed allergen information and is not responsible for the completeness or accuracy of the information provided by the Merchant.
• The Merchant is fully responsible for preparing and having the Surprise Bags ready for collection during the designated pickup window. UMAMI’s role is limited to sharing order information and facilitating the Platform, and UMAMI is not held responsible for any issues caused by the Merchant, including late preparation, missing items, or food safety matters.
• Late Pickup: If a Customer arrives after the designated pickup window, UMAMI and the Merchant are not required to provide the Surprise Bag, replacements, substitutes, or any compensation.

Payment, transaction processing & Platform fee

• Customers must complete payment for Surprise Bags through the UMAMI Platform or its authorized payment service providers at the time of reservation, unless otherwise indicated on the Platform.
• UMAMI Platform may facilitate payment transactions through secure third-party payment processors. By making a payment through the Platform, Customers agree to comply with the applicable terms and conditions of the payment provider.
• A reservation is considered confirmed only once payment has been successfully authorized and processed.
• If payment authorization fails, is declined, or is reversed, the reservation will not be confirmed or may be cancelled.
• UMAMI Platform acts as a facilitator of payment transactions between Customers and Merchants and does not assume liability for payment processing errors caused by third-party payment service providers.
• A Platform Fee of USD 0.15 per order is charged to Customers at checkout. This fee is collected by UMAMI to cover operational, technological, and support services provided through the Platform.

Cancellation policy

• Customers may cancel their reservation for any Surprise Bag up to two (2) hours prior to the start of the designated pickup window. Cancellations made within this period are eligible for refund in accordance with MUSUBI’s policies.
• Reservations cancelled after this deadline may not be eligible for refund unless otherwise determined by MUSUBI in accordance with its customer service policies.
• Refunds or adjustments are subject to MUSUBI’s operational considerations and food safety requirements.

Customer claims and incident reporting

Customers must report complaints or claims immediately through:

• Email: info@umamikh.app
• Phone: +855 963 360 156
• In-app messaging (if available)

Customer complaints and resolution

• Prompt Reporting · Customers may report any issue with a reserved Surprise Bag immediately upon collection and before leaving the Merchant’s premises, using the communication channel(s) provided by MUSUBI. Complaints submitted after leaving the premises may not be accepted.
• MUSUBI’s Role · Upon receiving a valid complaint, MUSUBI will promptly contact the Merchant to seek clarification and require the Merchant to take immediate corrective action. MUSUBI acts solely as a facilitator and intermediary and does not assume liability for the issue.
• Merchant Responsibility · The Merchant is responsible for investigating, addressing, and resolving any valid Customer complaint in a timely manner, including providing refunds or other remedies where appropriate.
• Customer Cooperation · Customers must cooperate with MUSUBI and the Merchant in providing information and access necessary to investigate the complaint.
• Resolution Timeline · MUSUBI expects complaints to be resolved within 24 hours from receipt of sufficient proof. Failure by the Customer to provide prompt proof or cooperate may result in the complaint being considered invalid.
• Platform Integrity · MUSUBI may implement temporary measures (e.g., suspension of the affected Surprise Bag listing) if it reasonably believes Customer trust or Platform integrity may be at risk, without implying MUSUBI assumes liability.

Platform risk allocation

The Platform operates as a digital intermediary connecting Customers with Merchants.

MUSUBI does not:

• Prepare, handle, inspect, or store food;
• Supervise Merchant operations; or
• Guarantee specific Surprise Bag contents.

Customers acknowledge that all operational and food safety decisions remain with the Merchant.

MUSUBI is not liable for:

• Network outages,
• Server failures,
• Software malfunctions, or
• Cyberattacks.

Customers agree to use the Platform at their own risk.

Customer acknowledgment

By using the Platform, Customers confirm that they:

• Fully understand and accept that Surprise Bags contain variable items not disclosed in advance.
• Accept the Surprise Bag contents as is.
• Have checked allergen information and best-before dates before consumption.
• Understand that MUSUBI coordinates with Merchants to ensure food quality, but MUSUBI is not responsible for individual consumption outcomes.

Governing law and dispute resolution

These Terms are governed by the laws of the Kingdom of Cambodia. Any disputes arising from the Platform use should first be attempted to resolve amicably.

If unresolved, disputes may be submitted to arbitration under applicable Cambodian arbitration rules.