Refund & Return Policy

(Effective Date: November 2025)
Operated by Savings Company for Food Trading – Jordan
Website: www.hopmartjo.com

1. Overview

This Refund and Return Policy (“Policy”) applies to all purchases made through the Hop Customer App and website.
By placing an order on Hop, you acknowledge and agree to the terms below.

Hop strives to ensure that every customer receives their order correctly, promptly, and in good condition. However, we understand that issues may occur and provide a fair and transparent refund process.

2. Non-Returnable Nature of Orders

Due to the perishable and consumable nature of most items (such as groceries and ready-to-eat meals), orders cannot be returned once delivered and accepted.
Exceptions are only made for incorrect, missing, or damaged items as detailed in Section 3 below.

3. Eligibility for Refunds

You may be eligible for a refund if:

• The order was not delivered due to driver or merchant error.
  
  

• The wrong items were delivered.
  
  

• The order arrived damaged, expired, or unsafe to consume.
  
  

• You were charged incorrectly due to a system or payment error.
  
  

To qualify for a refund:

• You must report the issue to Hop Customer Support within 2 hours of delivery (or expected delivery time if undelivered).
  
  

• You must provide clear details and, when applicable, photo evidence of the problem.
  
  

Hop reserves the right to verify claims with the merchant and delivery partner before approving a refund.

4. Refund Process

• Once a claim is verified and approved, Hop will process your refund to the original payment method used at checkout.
  
  

• Refunds are typically completed within 5–10 business days, depending on your payment provider.
  
  

• If a refund cannot be processed to the original payment method (e.g., expired card), Hop may issue credit balance in your Hop wallet for future orders.
  
  

5. Non-Refundable Situations

Refunds will not be issued in the following cases:

• You changed your mind after placing the order.
  
  

• You provided an incorrect delivery address or contact details.
  
  

• You were unavailable to receive the delivery.
  
  

• The issue was reported after the specified reporting period (2 hours).
  
  

• Minor differences in packaging or presentation that do not affect product quality.
  
  

6. Partial Refunds

In some cases, Hop may approve a partial refund for missing or defective items only, while the rest of the order remains valid.
The amount refunded will correspond to the value of the affected items.

7. Order Cancellations

• Customers may cancel an order before the merchant starts preparing it.
  
  

• Once preparation has begun or the order is dispatched, cancellation is no longer possible.
  
  

• If Hop or the Merchant cancels an order for operational reasons, the full amount will be refunded automatically.
  
  

8. Contact & Support

For refund requests or related issues, please contact:
📧 support@hopmartjo.com
Include your order number, a description of the issue, and (if relevant) photos of the affected items.

9. Governing Law

This Policy is governed by the laws of the Hashemite Kingdom of Jordan.
All disputes will be subject to the exclusive jurisdiction of the courts of Amman, Jordan.