Last updated: 11 September 2026
These Terms & Conditions ("Terms") are the agreement between you and SuriGO. They apply to the SuriGO apps, the SuriGO website and everything we offer through them — food and grocery orders, pharmacy orders, parcels, rides and store services in Suriname.
We want you to read the whole document, but these are the five points that matter most:
SuriGO is operated by VENESEY IMPORT & EXPORT N.V., registered in Suriname under KKF no. 82430, with its registered address at Jozef Israelsstraat 47, Paramaribo, Suriname.
In these Terms, "SuriGO", "we", "us" and "our" mean that company. "You" and "your" mean the person using the platform. "Platform" means the SuriGO customer app, the SuriGO driver app, the SuriGO vendor app and our website, taken together.
You accept these Terms when you create a SuriGO account, and again every time you place an order or request a ride. If you do not agree with them, please do not use the platform.
Some services have extra rules that apply on top of this document — for example the Payment Terms and the Cancellation Policy. Where a specific document says something more detailed about its own subject, that document applies to that subject.
These Terms cover your use of the platform as a customer. Until we publish the separate agreements for stores and for couriers and drivers, these Terms apply to everyone who uses the platform, and the obligations written for each role in section 5 apply to that role.
You must be at least 18 years old to create a SuriGO account and to use the platform. If you are under 18, you may only use SuriGO through the account of a parent or guardian, who is responsible for everything done with it.
Some products are age-restricted by law or by the store — alcohol is the common example. When you add an age-restricted item to your basket, the app asks you to confirm that you are 18 or older. That confirmation is your statement, not a verification by us: we do not check an age document when you register. The store or the courier may ask to see identification at handover, and may refuse to hand over an age-restricted item if you cannot show it, or if the person receiving is clearly under age.
To use SuriGO you need an account. We ask for your name, email address and phone number. Your email address and your phone number can each belong to one account only — the system refuses a second registration with either. One person should hold one account.
Depending on how the platform is configured at the time, you may be able to sign in with your email and password, with a one-time code sent to your phone by SMS, with your Google account, or by scanning a QR code. The sign-in methods on offer can change.
The information you give us must be correct and kept up to date — especially your phone number and your delivery address. A wrong address or an unreachable phone is the most common reason an order fails, and an order that fails because we could not reach you or could not find the address is not automatically refundable.
Your account is personal. Do not share your password or your one-time codes with anyone, including with someone who says they are from SuriGO — we will never ask you for your password or for a code you received by SMS. You are responsible for what happens through your account. Tell us as soon as you think someone else has access to it.
We send you notifications and messages about your orders and rides — accepted, on the way, arrived, cancelled. These are part of the service and we do not offer a way to switch them off while you keep using it, although you can control notifications in your phone's own settings. Promotional messages are different from these. Today the only way to stop them is to turn SuriGO notifications off in your phone's settings, which also stops the order messages; we are building a separate control for promotions.
Three different kinds of people meet on SuriGO, and they do not have the same obligations. Reading this section is what makes the rest of the document make sense.
The customer browses stores, places orders, requests rides and sends parcels. As a customer you agree to:
Stores — restaurants, supermarkets, pharmacies, shops and service providers — are independent businesses. They are not our employees, our branches or our agents. Each store decides:
The store is solely responsible for the products and services it sells: for preparing them correctly and completely, for their quality, safety and hygiene, for the accuracy of what it publishes about them, for holding the licences its activity requires in Suriname, and for issuing any fiscal or tax document its customers are entitled to. SuriGO does not prepare, own, inspect or sell those products.
Couriers and drivers are independent professionals. They are not employed by SuriGO. They choose when to go online, and they are free to accept, decline or ignore an offer, and to work with other platforms at the same time.
Before a courier or driver can work through SuriGO, they must register a vehicle where one is required and upload the documents our operation asks for in Suriname — identity document or passport, a driving licence for rides, and the vehicle documents. Today those documents are reviewed by our team, and we are moving to a check that blocks an account with a refused or expired document from receiving offers.
Couriers and drivers agree to carry out the trip safely and lawfully, to hold the licences and insurance the law requires of them, to handle the items entrusted to them with care, to treat customers and store staff with respect, and to hand over the order only to the right person and only against the delivery confirmation the app asks for.
SuriGO is an intermediary. We run the technology that lets a customer find a store, place an order and pay for it; that offers that order to independent couriers and drivers; and that keeps all three sides informed while the order runs. We also collect payment on behalf of the store and settle what is owed.
That role has limits, and they are the heart of this agreement:
When you place an order, we notify the store, and we offer the delivery to couriers who are online nearby. We do not promise that a store will accept, that a courier or a driver will be available, or how long either will take. Availability depends on people who decide for themselves.
Choosing items and confirming the basket sends us an offer to buy. At that moment the order is created and shown to you as pending, and payment follows the method you chose — an online payment is taken on the provider's page before the order goes forward, a wallet payment is deducted from your balance, and a cash order is paid to the courier on delivery. A pending order is not yet an accepted order.
The purchase contract is formed when the store accepts your order and starts working on it — you see that in the app when the order moves out of pending. That contract for the product is between you and the store. Our own agreement with you, for the use of the platform and for collecting the payment, exists from the moment you confirm.
A store can refuse an order — because an item ran out, because it is closing, or for another operational reason. If it refuses, or if it simply does not accept within the time we allow, the order is cancelled automatically. A cash order costs you nothing. If you had already paid online or from your wallet, the amount is returned to you under the Refund Policy — that return is not automatic, we process it. An order that is waiting for an online payment that never completes is also cancelled automatically after the time shown at checkout; that order was never paid, so there is nothing to return.
If you schedule an order for later, it is held as scheduled and only reaches the store when its time arrives.
At present an order is placed with one store at a time. If you want items from two stores, that is two orders, each with its own delivery.
When you request a ride, we show you the estimated fare before you confirm, and then offer the trip to drivers nearby. The transport contract is formed when a driver accepts your request; it is between you and that driver. If no driver accepts within the short window we allow, the request is cancelled automatically and you are told that no driver was available — that is not a cancellation by you or by anyone else, and it costs you nothing.
When you send a parcel, you can set one or more drop-off points, each with the name, phone number and address of the person receiving. You are responsible for those details and for having the right to give us that person's phone number. You may not send money, weapons, drugs, live animals, or dangerous, perishable or restricted goods. A courier may refuse a parcel, and may open a package they have reason to believe breaks this rule.
Depending on the type of order, handover may be confirmed with a code that you give the courier, with your signature, or with a photograph taken at the address. This is how we can show that the order arrived. Give a delivery code only when the order is actually in your hands.
Before you confirm, the app shows you the full breakdown. Depending on the order it can include:
The total shown at the moment you confirm is the amount you agree to pay. Prices can change between visits — a store can change its prices, and ride rates can change — but a change never applies backwards to an order you already confirmed.
Tips are voluntary. On an order paid online or from your wallet, the tip is credited to the courier who delivers it. On a cash order, today the tip is collected with the rest of the payment and settled with the courier’s account — the Payment Terms describe how and when. Adding a tip does not buy priority, and its absence is not a reason for worse service.
Coupons and promotions have their own conditions — a validity date, a minimum value, a limit on how many times they can be used, and sometimes a list of stores or products they work with. A coupon can be refused if those conditions are not met, and we can cancel coupons obtained by abuse, such as by opening several accounts.
You pay through the methods offered inside the app at the time. These may include cash on delivery, payment on an external page operated by a payment provider, and payment with your SuriGO wallet balance.
SuriGO collects the payment on behalf of the store and of the courier or driver. Paying us discharges your obligation to pay them for that order. When you pay online, the payment itself is processed by a payment provider under its own terms. We never ask you to type your card number on a SuriGO screen: an online payment happens on a page operated by the payment provider, which opens from the app, and we do not see, receive or store your card number.
If you pay in cash, you pay the courier or the driver directly, in the local currency, and you should have close to the right amount: a courier is not obliged to carry change for a large note.
More detail — accepted methods, the wallet, top-ups, transfers, and how long each method takes — is in the Payment Terms.
This is the section people look for when something goes wrong, so it is written plainly.
The store answers for the product. A missing item, a wrong item, a badly prepared dish, food that is spoiled, an expired product, a wrong description or a wrong price on the listing — those are the store's responsibility. So is issuing any fiscal document for the sale.
The courier or the driver answers for the trip. Handling the order on the way, arriving at the right address, handing it to the right person, and driving safely and lawfully are their responsibility.
SuriGO answers for the platform. Running the marketplace, showing you what each side published, offering your order to couriers, processing the payment and settling it correctly, and running the complaints process described below are ours.
Where something goes wrong, we do not simply step aside. We will look at what happened and decide which side is responsible, using the information in the order — the timeline, the messages, the delivery confirmation and the evidence you send us. To open a claim, write to us at contato@surigoapp.com within the deadline in the Refund Policy, with photographs of the items and the packaging and a description of the problem. We ask the store first; if you do not accept its answer, we decide, and we tell you what we decided. The grounds on which a claim is accepted or refused, the evidence we need and the deadlines are in the Refund Policy.
Delivery times shown in the app are estimates, not promises. Traffic, weather, how busy a store is and how many couriers are online all move them.
You can cancel a delivery order from the app while it is still early enough. Today the app allows cancellation while the order is pending, scheduled or being prepared, and stops offering it once the order is ready, on the way, or delivered — because at that point the store has already spent the food and the courier has already made the trip. The rule in force is always the one the app shows you and the one written in the Cancellation Policy.
A store may cancel an order it can no longer fulfil. We ask it for a reason and show it to you whenever it gives one. A driver may cancel a ride they have accepted. We watch cancellations on both sides and act on abuse.
Refunds are not automatic. When a refund is due, a person at SuriGO reviews it and decides the amount, and it is credited to your SuriGO wallet, where you can use it on your next order or ride. We do not send money back to the card, bank account or payment provider you used. A cash order that was never paid has nothing to return. The deadlines, the cases that always give a refund and the cases that do not are in the Refund Policy.
While using SuriGO, you must not:
After an order you can rate the store and the courier or driver, and leave a comment. Ratings are published with your account name and feed the average shown on the platform. One rating per order, for each side.
What you write must be about your own experience with that order, and must be honest. Do not write anything offensive, discriminatory, false, or containing someone else's personal details. We can remove a review that breaks this rule, and we can remove reviews we have good reason to believe are fake or paid for. We do not remove a review just because a store dislikes it.
The same applies to anything else you send through the platform: photographs, chat messages, notes on an order, documents. You keep your rights to what you send, and you give us permission to use it as needed to run the service and to resolve disputes about the order it belongs to. What we publish is only what is meant to be public — your ratings, your reviews and the photographs you attach to them. Prescriptions are the exception: we use a prescription only to have the pharmacy fill that order and to resolve a problem with it, as described in the Privacy Policy. You confirm that you have the right to send what you send.
We can suspend or close an account when there is a serious or repeated breach of these Terms, when there is a well-founded suspicion of fraud, when there is a risk to the safety of another person on the platform, when an account is being shared or rented, or when the law requires it. For a courier or a driver, we can also do it when required documents expire, are refused or turn out to be false.
A suspended account cannot sign in, and the app tells you the account is not active. Write to us at contato@surigoapp.com and we will tell you why, unless saying why would compromise an investigation or break the law. Where the breach is not serious and can be repaired, we will normally warn you first.
If we hold money back because we are investigating suspected fraud, and the investigation finds none, we release everything we held, or return what we already deducted. The power to hold is not a power to keep.
You can stop using SuriGO at any time. To delete your account, open the SuriGO app, go to your Profile and choose to delete the account; you will be asked for your password to confirm, and you can tell us why you are leaving. You can also ask for your account and data to be deleted from our account and data deletion page, without installing the app, or by writing to contato@surigoapp.com.
Before you delete, finish what is open: an order or ride in progress, a balance in your wallet, or an amount you owe us. Deleting the account closes your access. It does not by itself erase every record we hold — some information stays for as long as the law, our tax obligations, an unresolved dispute or fraud prevention requires. What we keep, for how long and why is set out in the Privacy Policy.
These Terms keep applying to what happened before the account closed, including payments due and any dispute already open.
The SuriGO name, logo, apps, website, interfaces, texts and software belong to us or to our licensors. Using the platform gives you a personal, limited, non-exclusive and revocable licence to use the apps for their intended purpose, and nothing more. You may not copy our software, extract our content, use our brand in your own materials without written permission, or present yourself as SuriGO.
Stores keep the rights to their own brands, photographs and product descriptions, and give us permission to show them on the platform while they work with us.
THE PLATFORM IS PROVIDED "AS IS" AND "AS AVAILABLE". WE DO NOT GUARANTEE THAT IT WILL BE UNINTERRUPTED, ERROR-FREE, OR AVAILABLE AT ANY PARTICULAR MOMENT, THAT A STORE WILL BE OPEN OR ACCEPT YOUR ORDER, OR THAT A COURIER OR DRIVER WILL BE AVAILABLE. Estimated times and distances are estimates.
WE ARE NOT RESPONSIBLE FOR THE PRODUCTS AND SERVICES SOLD BY STORES, NOR FOR THE WAY AN INDEPENDENT COURIER OR DRIVER PERFORMS A DELIVERY OR A TRIP, NOR FOR ANY TRANSACTION, AGREEMENT OR DISPUTE BETWEEN YOU AND A STORE, COURIER OR DRIVER, BEYOND THE RESPONSIBILITY WE TAKE ON IN SECTION 10 AND IN THE REFUND POLICY.
TO THE EXTENT THE LAW ALLOWS, WE ARE NOT LIABLE FOR INDIRECT, INCIDENTAL, SPECIAL OR CONSEQUENTIAL LOSS, FOR LOST PROFIT, LOST DATA OR LOST OPPORTUNITY, INCLUDING LOSS CAUSED BY THE PLATFORM BEING UNAVAILABLE OR BY AN ORDER THAT FAILED. WHERE WE ARE LIABLE, OUR LIABILITY FOR ANY ORDER OR RIDE IS LIMITED TO THE AMOUNT YOU PAID FOR THAT ORDER OR RIDE.
Nothing in this section removes a liability that the law of Suriname does not allow us to remove, including liability for death or personal injury caused by our own fault, for fraud, and consumer rights you cannot waive.
You agree to cover us for claims, losses and costs that arise from your own breach of these Terms, from your unlawful use of the platform, or from your violation of someone else's rights.
We may change these Terms as the service changes. The version in force is always the one published on this page, and the date at the top tells you when it was last changed. When a change is material, we will tell you inside the app or by email before it takes effect. Continuing to use SuriGO after that means you accept the new version; if you do not accept it, you can stop using the platform and close your account.
The operational rules — how many minutes, how many days, which deadline — live in the Payment, Refund, Cancellation and Delivery pages, and we can update those without asking you to accept these Terms again. That separation is deliberate: it keeps this document stable.
These Terms are written in English. If we publish a translation and the two versions differ, the English version prevails.
These Terms, and any dispute arising from them or from your use of SuriGO, are governed by the law of the Republic of Suriname. Disputes are submitted to the competent court in Paramaribo, Suriname, without prejudice to any right you may have, as a consumer, to bring a claim before another court that the law makes available to you.
If any part of these Terms is held invalid, the rest stays in force.
You may not transfer your rights or obligations under these Terms to someone else. We may transfer ours as part of a reorganisation, merger or sale of the business, without reducing your rights.
For anything about an order that is still running, use the chat on the order screen — it reaches the store and the courier with the order details attached. For anything else, write to us at contato@surigoapp.com or use our contact page.
Formal legal notices should be sent to [PENDENTE: e-mail para notificacoes legais] and to our registered address in section 1.
These Terms work together with the documents below. Where a subject is covered in detail by one of them, that document governs that subject.