Surple Pay Terms

Effective Date: 29 October 2026 Last Updated: 29 October 2026

Surple Pay is launching soon. It is not yet available: our payment service provider has not yet approved it. These Surple Pay Terms apply to an order only once Surple Pay is made available for that order, and we will tell brands and factories when it is. Until then, the payment terms for an order are agreed between the brand and the factory and stated on the order, and Surple does not collect, hold or pay out that money.

These Surple Pay Terms explain how money moves for manufacturing orders that brands place with factories through Surple and pay through Surple Pay (a "Surple order"). They apply to every brand that pays for, and every factory that is paid for, a Surple order, and form part of our Terms of Service. If the two conflict on how a Surple order is paid, these Surple Pay Terms apply.

Surple Pay is operated by Surple, Inc., a Delaware corporation with its registered office at 131 Continental Dr Suite 305, Newark, DE 19713, United States ("Surple," "we," "us"). Contact details are in section 13.

1. Who Does What

• The brand orders goods from a factory through Surple and pays the quoted total.
• The factory makes, inspects and ships the goods, and is paid for them.
• Surple acts as the brand's payment agent: it collects the brand's payment, holds it while the order is made and delivered, pays the factory on the brand's behalf, and handles refunds and disputes. The factory's invoice names Surple as the payer, and a payment by the brand to Surple settles the brand's debt to the factory to that extent.
• Our payment service provider processes the payments, keeps the money in Surple's account with the provider while it is held, and pays factories out to their own verified accounts.

Surple is not a bank and does not provide escrow services. Card details are entered into our payment service provider's secure payment form and are never stored by Surple.

Before Surple Pay launches, the way payments are structured under these terms may be adjusted to meet our payment service provider's requirements. We will give notice of any change before it applies to an order.

Where Surple Pay is available. Surple Pay is offered only for orders with factories located in Vietnam, India, Mexico, Thailand, South Korea and the United States, for goods shipped to the United States, the United Kingdom and Germany. Payouts are made only to factories located in those countries.

2. What the Brand Pays

1. Exactly the quoted total, and nothing on top of it. Surple's service fee on new orders is 5% of the order value (the quoted total) and comes out of it, so the factory receives 95%. The factory invoices its 95%, naming Surple as the payer, and Surple issues its own invoice for its 5%; together they equal the quoted total.
2. Payment plan. The plan is fixed by the order's value in US dollars when it is quoted:
   • Under US$1,000: paid in full up front.
   • US$1,000 or more: a 30% deposit before production starts, and the 70% balance when the goods pass final inspection, before shipment. The goods do not ship until the balance is paid. The brand may choose to pay the whole order at once. Samples ordered on their own follow the same plan, by the sample order's value.
3. How to pay. By bank transfer into a receiving account opened for the brand with our payment service provider, or by card. The currencies offered, and any limit on a single card payment, are shown on the order. Transfers are matched to the order automatically. A transfer request stays open for 14 days; money that arrives later is still credited to the brand.
4. Currency. The brand pays in the currency of the quote. Any conversion made by the brand's own bank is between the brand and its bank.

3. How Payments Are Held

1. Every payment is held from the moment it arrives until it is released under section 4. Shipping alone does not release money.
2. Held money is kept in Surple's account with our payment service provider. No interest is paid to brands or factories on held money.
3. Holding the payment lets the factory start production knowing the brand has paid, lets the brand order from a factory it has not worked with before, and means refunds can be paid from money Surple still holds.

4. Release to the Factory

1. The inspection window. The inspection window is 7 business days. It starts when the goods are delivered to the brand or, on EXW or other collection terms, when the factory makes the goods available for collection and notifies the brand. During the window the brand checks the goods and can report a problem. Weekends and public holidays in the country where the goods are delivered or collected do not count. The window ends early only if the brand confirms in Surple that it accepts the goods.
2. When money is released. The factory is paid only after the inspection window ends with no problem open. If a problem is open, the money is released as the problem is settled (section 6). No part of a payment, including the deposit, is released to the factory before then.
3. Late balance. If the brand does not pay the balance within 7 business days after the goods pass final inspection, Surple reminds the brand and the goods do not ship. If the balance is still unpaid 7 business days after that, the factory may cancel the order; the deposit is then paid to the factory for the work done, and anything else Surple holds is refunded to the brand.

5. Payouts to Factories

1. To be paid through Surple Pay, a factory must have been verified by Surple's team as described in section 6 of our Terms of Service (including that its bank account is in the factory's legal name), and must give Surple its company details and a legal representative. Our payment service provider may also verify the factory before it can be paid, and the factory may need to accept the provider's terms for its account; we will name the provider and link those terms when we ask.
2. Payouts start only once verification is complete, and are made only to the factory's verified bank account. We may hold payouts while Surple or our payment service provider asks for more information.
3. Each release pays the factory its 95% share of the released amount. If the factory's bank account is in a different currency from the order, the amount is converted at our payment service provider's rate when the payout is made.
4. How long a bank transfer takes depends on the banks involved.

6. Problems and Disputes

1. Reporting a problem. During the inspection window, the brand can report a problem (for example goods not received, damaged, wrong items, short quantity, or not matching the approved sample) with a description, evidence such as photos, and the refund it asks for.
2. The factory's reply. The factory is told at once and has 3 days to respond: give its side, offer a refund, or accept the brand's request.
3. Agreement. Either side can accept the other's offer. The agreed refund goes back to the brand and the rest is released to the factory.
4. When there is no agreement. If the factory does not respond within 3 days, or the two sides cannot agree, Surple proposes an outcome based on the order, the approved sample, the evidence and both sides' offers. If either side does not accept it, a member of Surple's team reviews the case and decides how the held money is paid out. That decision does not remove any legal right either side has against the other.
5. The brand can withdraw its report at any time; the money is then released to the factory.

7. Refunds

1. Refunds go back to the card or account the brand paid from.
2. We send refunds of held money within 7 business days of the cancellation, agreement or decision. How long a refund then takes to arrive depends on the brand's bank or card issuer.
3. Money refunded to a brand carries no fee: Surple's service fee is refunded in proportion.
4. Refunds of money already paid out. Surple holds payments until the inspection window ends precisely so that refunds can be paid from money it still holds. If a refund is due on money already paid out to the factory, Surple will ask the factory to return it and take reasonable steps to recover it, but the refund of money already paid out depends on what Surple recovers. The brand keeps every right it has against the factory, which is the seller of the goods, and Surple will give the brand the order's records (the quote, sample approval, inspection results, shipping documents, messages and evidence) to support a claim. The surest protection is to check the goods and report any problem within the inspection window, while the money is still held.
5. Cancellations before production are covered by section 7 of our Terms of Service and our Refund & Cancellation Policy.

8. Fees

1. Surple's service fee on new orders is 5% of the order value. It comes out of the quoted total, so the factory receives 95% and the brand pays nothing extra. Factories pay no subscription for network orders.
2. Card processing costs on brand payments are paid by Surple.
3. An order keeps the fee rate in force when it was accepted. We give at least 30 days' notice before a new rate applies to new orders.

9. Card Disputes (Chargebacks)

If you have a problem with a Surple order, use the process in section 6 first: it is faster and the money is still held. If a brand disputes a card payment with its card issuer, Surple answers the dispute using the order's records, and may suspend the brand's account while a dispute for goods it received is open.

10. What Is Not Allowed

1. Paying, or asking to be paid, outside Surple for an order that is paid through Surple Pay.
2. Using Surple Pay for goods that are prohibited under our Acceptable Use Policy, or that are illegal where they are made, shipped or sold. Holding a licence for such goods does not make them eligible.
3. Using Surple Pay for, or for the benefit of, anyone subject to sanctions.
4. Using Surple Pay to move money that is not payment for a real order.

We may refuse, hold or reverse a payment, and suspend Surple Pay for an account, where we reasonably believe this is needed to prevent fraud, to comply with the law or with our payment service provider's requirements, or because these terms were broken. We tell the affected party unless the law prevents us.

11. Records

Brands and factories can see every payment, hold, release, refund and payout for their Surple orders in Surple and in SurpleFactory, with Surple's fee invoice and the factory's invoice for each order.

12. Changes and Governing Law

We may update these Surple Pay Terms. We give at least 30 days' notice of changes that reduce a party's rights, by email and in the Service. Orders already accepted keep the terms that applied when they were accepted, except where a change is required by law or by our payment service provider. These Surple Pay Terms are governed by the laws of the State of Delaware, USA, as set out in section 18 of our Terms of Service.

13. Contact

Surple, Inc., a Delaware corporation, USA
Registered office: 131 Continental Dr Suite 305, Newark, DE 19713, United States
EIN: 37-2248237
Email: [email protected]
Phone: +1 (628) 800-7088
Support hours: Monday–Friday, 9 am–5 pm US Eastern Time