Frequently asked questions
Quick answers to the things people most often ask.
Is the food fresh?
Yes. Surplush food is fresh — it's simply listed close to its consume-by time so it doesn't go to waste. Every business on Surplush is manually verified. See our food safety page for what to check at pickup.
What if I can't pick up in the window?
Cancel for free up to 1 hour before the pickup window starts. After that the business has already prepared the food, so the order is non-refundable. If the business extends the pickup end you'll get an in-app notification.
How do refunds work?
If you cancel inside the free window, your reservation is released and stock returns to the listing. If you paid cash on pickup, there's nothing to refund. For online payments (when JazzCash/EasyPaisa are live), refunds settle back to the original method in 3–5 business days.
If something is wrong at pickup, refuse the food on the spot and email support@surplush.pk with your order ID. We'll refund and follow up with the business directly.
What payment methods do you accept?
Today: cash on pickup. Soon: JazzCash, EasyPaisa, and DealCard payments. Roadmap: Surplush wallet for loyalty top-ups.
How do pickup codes work?
Every order gets a 4-digit code. You see it on the order-confirmed page and inside Account → My orders. Show the code at pickup; the business types it into their dashboard to close the order. Don't share your code publicly — it's the proof of pickup.
Can I order from more than one business at once?
Yes. Add deals from multiple businesses to your cart. At checkout we group them by business and create a separate order per business so each pickup window stays clear.
Where do you operate?
Lahore is fully live. Islamabad and Karachi are next. If you set your city to one of the secondary markets, we surface Lahore drops as a fallback while local supply ramps up.
How do I delete my account?
Go to Account → Settings and tap Delete my account. We deactivate it immediately and permanently delete after 30 days. If you log back in within 30 days, your data restores. Active orders block deletion until they're completed or cancelled.
I'm a business. Where do I get help?
Read the List your business guide, or email partners@surplush.pk directly.
I still have a question.
Email support@surplush.pk with as much DealDetail as you can. We respond within 24 hours.