Terms of service
Last updated: 29 October 2026
Who this is for
Surple Factory is a business system provided by Surple, Inc. to companies, for use by their own staff and authorised contractors. Each company has its own workspace, and accounts inside it are issued by that company's administrator. It is not a consumer service.
The sections under Selling on the Surple network also apply to a company that joins the Surple network to receive and fulfil orders from brands (a “factory”).
Your account
Your account identifies you in the company's accounting and traceability records. Do not share your password or let another person work under your account: every posting is attributed to whoever was signed in, and that attribution is what the company relies on when auditing its books.
Acceptable use
- Record only what actually happened. The system is a book of record.
- Do not attempt to reach data outside the roles you have been granted.
- Do not export company data except for legitimate business purposes.
Accuracy of records
Posted documents cannot be edited or deleted; corrections are made by reversing entries, so the history stays intact. You are responsible for the accuracy of what you enter.
Availability
The apps keep working without a network connection and upload your changes when the connection returns. If the server permanently rejects a change, the app shows it to you so you can re-enter it. No guarantee of uninterrupted availability is given.
Ending access
The company may revoke access at any time, for example when your employment or engagement ends. You may request deletion of your account from Settings inside the app. Business records you posted remain in the company's books.
Selling on the Surple network
Joining the Surple network is free, and there is no subscription for network orders. A factory receives requests from brands, quotes them, and makes and ships the goods it agrees to supply.
Where the network is available
At launch, receiving network orders and payouts is open only to factories located in Vietnam, India, Mexico, Thailand, South Korea and the United States. Brands on the network sell in the United States, the United Kingdom and Germany. The Surple Factory software itself can be used by companies in any country.
SurplePay: launching soon, not yet available
SurplePay, the service through which brands will pay for network orders, is not yet available. The sections below describe how it will work when it launches. Payments for network orders will be governed by the SurplePay Terms.
Service fee
Surple's service fee is 5% of the order value, taken from the factory's payout. There is no fee when there is no order. For example, on a US$18,600 order the factory receives US$17,670.
Payment plan
- Orders under US$1,000: the brand pays in full upfront, before production.
- Orders of US$1,000 or more: the brand pays a 30% deposit before production, and the 70% balance when the goods pass final inspection and are released for shipment, before they ship.
- Production does not start until the deposit (or the full payment) has been secured, and the goods do not ship until the balance has been paid. These payments are held by Surple; they are not paid to the factory at these milestones.
When the factory is paid
Surple holds the brand's payments until the inspection window ends. The inspection window is 7 business days. It starts when the goods are delivered to the brand or, for EXW and other collection orders, when the goods are made available for collection. The factory is paid, less Surple's fee, when the window ends with no open issue. There are no early releases: no part of the payment is paid out before the inspection window ends.
Payouts and verification
Payouts will go only to a bank account in the factory's own name, after Surple's payment provider has completed identity and business verification (KYB). No payout can be made before that verification is complete.
Disputes
A brand can report a problem with an order during the inspection window. The factory then has 3 days to respond. If the brand and the factory do not agree, Surple proposes an outcome; if they still do not agree, Surple decides. Payment is held until the issue is closed.
Factory review
A Surple reviewer checks every application before a factory joins. Before approval, Surple verifies the business licence or company registration and checks that company numbers match their official format. Depending on the application, Surple may also check certificates, export records, customer references, a sample, or a site audit or video walk-through. These checks reflect what Surple saw at the time of review; they are not a guarantee of a factory's future quality or delivery.
Prohibited goods
A factory must not offer, make or ship through the network any goods that are:
- pharmaceuticals or drugs, nutraceuticals, or dietary supplements of any kind;
- alcohol, CBD or cannabis products, or tobacco and vaping products;
- weapons, or dangerous goods;
- illegal where they are made, shipped from or sold;
- restricted, unless the factory holds the licence or permit they require;
- subject to sanctions, or destined for a sanctioned person, company or country.
Food, drinks and cosmetics are accepted, subject to the rules above.
The full rules are in Surple's Acceptable use policy.
Governing law
These terms are governed by the laws of the State of Delaware, USA.
Related policies
This site's Refund & cancellation policy covers plan cancellations and refunds on Surple deals, and its Shipping & delivery policy covers how network orders ship. This app's own privacy policy covers staff and business data in Surple Factory.
Surple's Terms of service, Privacy policy, Refund policy and Shipping policy are published at surple.ai.
Contact
Surple, Inc. (a Delaware corporation, USA)
Registered office: 131 Continental Dr Suite 305, Newark, DE 19713, USA
EIN: 37-2248237
Phone: +1 (628) 800-7088
Email: support@surple.ai
Support hours: Monday to Friday, 9 am–5 pm US Eastern Time
Contact page: surple.ai/contact