UniHop, LLC – Refund & Cancellation Policy

UniHop, LLC (“UniHop,” “we,” “us,” or “our”) provides managed delivery coordination services. This Refund & Cancellation Policy explains when you may be considered for a refund or credit related to delivery fees, tips, and, in limited cases, the value of goods.

This Policy is incorporated into the Terms of Service. On the specifics of cancellations, refunds, credits, and order value claims, this Policy controls. The Terms of Service govern everything else, and the disclaimer of warranties, limitation of liability, and dispute resolution provisions of the Terms of Service apply in all cases.

1. Who This Policy Covers

This Policy applies to everyone who requests a delivery through UniHop. Some provisions differ depending on the type of account, and those differences are marked throughout:

• Personal deliveries — individual consumers ordering for themselves, paying by card at the time of the order.
• Business accounts — companies and organizations using UniHop for commercial fulfillment, including catering, retail, and scheduled or recurring delivery programs.

Business accounts that have signed a written agreement with UniHop are additionally governed by that agreement. Where a signed agreement conflicts with this Policy, the signed agreement controls.

2. Key Principles

• Refunds and credits are not automatic. Every request is reviewed against the specific circumstances of the delivery.
• Delivery timing estimates are not guarantees. UniHop offers no service-level agreement or guaranteed delivery time.
• Refunds, credits, and partial adjustments are granted at UniHop’s discretion following review.
• UniHop may require supporting evidence and may conduct an internal investigation before approving any refund or credit.
• Complex or high-value matters are assessed case by case. UniHop applies internal review standards that account for delivery type, fault, evidence, and recoverability, and no single factor is determinative.

3. Cancellations

3.1 Cancellation before a courier is assigned

If you cancel before a courier is assigned, UniHop will generally refund delivery fees and any tip paid through UniHop.

Scheduled deliveries may have cancellation cutoffs. Cancellations made close to the scheduled time are more likely to incur fees or be non-refundable.

3.2 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 style
• Vehicle requirements
• Special handling requirements
• Distance already traveled

See Pricing for how UniHop’s fee structure works.

3.3 Cancellation after pickup

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

3.4 Changes after dispatch

If a delivery requires modification after a courier has accepted the job — including delivery style upgrades, address changes, or time changes — 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.

4. Delivery Fees and Tips

4.1 Delivery fees

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, as determined by UniHop after review.

Delivery fees are typically not refundable when the issue is 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

4.2 Tips

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

5. Merchant Refusal of Third-Party Pickup

You are responsible for confirming with the merchant or store that independent 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 already incurred.

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

6. Delays and Service Issues

UniHop does not guarantee delivery times.

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 at its discretion. Late delivery does not automatically entitle you to a refund.

7. Missing, Damaged, or Incorrect Items

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, but only after investigation, and only where UniHop determines that the issue was attributable to UniHop or the courier and that 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 if fault cannot be determined, UniHop may deny the claim.

8. Claim Submission Deadline

All refund and 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.

9. Maximum Reimbursement

Reimbursement for order value claims is subject to the limitation of liability set forth in the Terms of Service. Under no circumstances will UniHop’s total liability exceed those limits.

9.1 Personal deliveries

Unless an extended refund cap was purchased at the time the order was placed, 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.

9.2 Business accounts

The $200 standard applies to business accounts unless a signed agreement with UniHop provides otherwise.

For certain commercial delivery programs — including catering and other high-value or specialized fulfillment — reimbursement is assessed case by case and may be governed by the terms of a written agreement rather than the standard cap. A higher limit applies only where UniHop has agreed to it in writing.

10. How Refunds Are Issued

Approved refunds are issued at UniHop’s discretion as a refund to the original payment method, an account credit for future services, or a combination of the two.

Refund timing depends on payment processor timelines. Reviews typically take 1–3 business days after all required information has been received. Once 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.

10.1 Personal deliveries

Approved refunds are typically issued to the original payment method.

10.2 Business accounts

Order value reimbursements for business accounts are typically issued as account credit unless otherwise agreed in writing. Accounts billed on invoice or net terms may receive adjustments applied to a future invoice rather than a payment-method refund.

11. Chargebacks and Payment Disputes

If you believe you were charged in error, contact UniHop support first so we can investigate.

Initiating a chargeback for valid charges related to completed services may result in account suspension, recovery of associated costs, and additional review, as described in the Terms of Service.

12. Relationship to the Terms of Service

This Policy governs cancellations, refunds, credits, and order value claims, and controls on those subjects. The Terms of Service govern everything else, including the disclaimer of warranties, the limitation of liability, and dispute resolution. Those provisions apply in all cases, and no refund or credit described here increases UniHop’s liability beyond the limits set in the Terms of Service.

UniHop may update this Policy at any time. Updates are effective upon posting.

13. Contact Us

To request a review of a refund or claim, contact support@unihop.app.

Please include:

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