Política de reembolso

Refund Policy (UniHop)

Last Updated: March 4, 2026

UniHop provides managed delivery coordination services. This Refund Policy explains when you may be eligible for a refund or credit related to delivery fees, tips, and (in limited cases) the value of goods.

1) Key Principles

• Refunds and credits are not automatic and depend on the circumstances of each delivery.
• Delivery timing estimates are not guarantees, but we may offer credits or refunds when service issues occur and UniHop or the courier is determined to be at fault.
• UniHop may require evidence and conduct an internal review before approving any refund or credit.

2) Cancellations

a) Cancellation before a courier is assigned
If you cancel before a courier is assigned, you are generally eligible for a full refund of delivery fees and any tip paid through UniHop. However, scheduled deliveries may have cancellation cutoffs. Cancellations made close to the scheduled time are more likely to incur fees or be non-refundable.

b) Cancellation after a courier is assigned
If you cancel after a courier has been assigned or after operational costs have been incurred, a cancellation fee may apply.

Standard cancellation fees begin at $10 and may increase depending on:

• Delivery type
• Vehicle requirements
• Special handling requirements
• Distance already traveled

c) Cancellation after pickup
If cancellation occurs after the courier has picked up the order, the delivery fee is non-refundable.

d) Delivery Changes After Dispatch
If a delivery requires modification (including delivery type upgrades, address changes, or time changes) after a courier has accepted the job, the original delivery may need to be canceled and re-dispatched. In such cases, a modification fee may apply to cover operational costs already incurred.

3) Delivery Fees and Tips

a) Delivery fee refunds
Delivery fees may be refunded or credited when:

• UniHop cancels the delivery before completion, or
• A delivery fails due to issues attributable to UniHop or the courier network after review.

Delivery fees are typically not refundable when issues are attributable to:

• Incorrect or incomplete delivery information provided by the customer
• Recipient unavailability or inability to access the dropoff location
• Merchant delays, refusal to release items, or preparation issues
• Prohibited items or policy violations

b) Tips
Tips are generally refundable only when the related delivery fee is fully refunded or where required by law. In some cases (e.g., documented courier misconduct), UniHop may remove or reduce a tip at its discretion.

c) Merchant Refusal of Third-Party Pickup

Customers are responsible for confirming with the merchant or store that third-party couriers are permitted to pick up the order before scheduling delivery through UniHop.

If a store refuses to release an order to an independent courier due to store policy or third-party restrictions:

• The delivery will be treated as a customer-initiated cancellation.
• Standard cancellation fees will apply if a courier has been assigned or has arrived at pickup.
• Delivery fees and applicable driver compensation may be retained to cover operational costs incurred.

UniHop does not guarantee that merchants will release items to third-party couriers and is not responsible for store-specific pickup restrictions.

4) Delays and Service Issues

UniHop does not guarantee delivery times. However, if a delivery experiences a significant delay and UniHop determines the delay was attributable to UniHop or the courier network, UniHop may issue a partial refund or account credit.

5) Missing, Damaged, or Incorrect Items (Order Value Claims)

UniHop does not prepare, package, or inspect items. The merchant or pickup location is responsible for item accuracy and packaging.

In limited cases, UniHop may provide reimbursement for missing, stolen, damaged, or misdelivered items only after investigation and only when UniHop determines the issue was attributable to UniHop or the courier and the loss cannot reasonably be recovered.

To be considered for an order value claim, you may be required to provide supporting documentation, which may include:

• Photos
• Merchant confirmation
• Security footage (if available)
• Time-stamped delivery proof or other evidence

If evidence is insufficient or fault cannot be determined, UniHop may deny the claim.

5A) Claim Submission Deadline

All refund or reimbursement requests must be submitted within 14 calendar days of the delivery date.

Requests submitted after this period may be denied at UniHop’s discretion.

This time limitation helps ensure accurate investigation while records, courier data, and merchant confirmations remain available.

5B) Maximum Reimbursement

Reimbursement for order value claims is subject to UniHop’s maximum liability limit as set forth in the Terms of Service.

Unless you have purchased an extended refund cap at the time of order placement, UniHop’s maximum reimbursement for any single delivery is $200.

If an extended refund cap was selected and paid for at checkout, the maximum reimbursement will not exceed the declared and approved cap amount for that delivery.

Under no circumstances will UniHop’s total liability exceed the limits described in the Terms of Service.

6) How Refunds Are Issued

Approved refunds may be issued at UniHop’s discretion as:

• A refund to the original payment method, and/or
• An account credit for future services

For business customers, order value reimbursements are typically issued as account credit unless otherwise mutually agreed.

Refund timing depends on payment processor timelines and can take several business days to appear.

6A) Review & Processing Time

Refund and claim reviews typically take 1–3 business days after all required information has been received.

If a refund is approved:

• Refunds to the original payment method may take 5–10 business days to appear, depending on your bank or card issuer.
• Account credits may appear sooner.

Incomplete submissions or complex investigations may require additional time.

7) Chargebacks and Payment Disputes

If you believe you were charged in error, please contact UniHop support first so we can investigate. Initiating a chargeback for valid charges related to completed services may result in account suspension and additional review.

8) Business Customers (B2B)

Business customers may receive refunds or credits pursuant to their written agreement with UniHop, if applicable. Where allowed, order value reimbursements for business customers are typically issued as account credits.

9) Contact Us

To request a review for a refund or claim, contact: support@unihop.app
Please include:

• Order ID (or delivery details)
• A description of the issue
• Any supporting documentation available