HopDrop terms of service

HopDrop (Pty) Ltd ("HopDrop", "we", "us") operates a peer-to-peer parcel-delivery platform. These Terms of Service ("Terms") form a binding agreement between you and HopDrop when you create an account or use any HopDrop service.

By tapping "Get started", signing up, or using the service in any way, you confirm that you:

• are at least 18 years old;
• are legally allowed to enter contracts in South Africa;
• have read these Terms and our Privacy policy;
• agree to be bound by them.

If you don't agree, don't use HopDrop.

2.1Sender: a user who books a delivery via the HopDrop app or a partner's checkout.

2.2Courier: a user who accepts a delivery job and physically transports the Parcel.

2.3Recipient: the person to whom the Parcel is addressed.

2.4Parcel: the item being delivered.

2.5Job: the booking that matches a Sender's Parcel with a Courier.

2.6HopDrop Guarantee: the self-funded protection programme described in clause 9 and at hopdrop.co.za/guarantee.

3.1You sign up with your South African mobile phone number. We send a one-time PIN by SMS for verification.

3.2You are responsible for keeping access to your phone secure. Anything done through your verified phone number is treated as your action.

3.3One person, one account. Don't create multiple accounts to evade suspension or game ratings.

3.4You can close your account anytime via Profile → Delete account. We process closure within 30 days. Some anonymised records are retained as required by SA law (see Privacy policy, clause 7).

4.1If you use HopDrop as a Courier, you are an independent contractor. You are not an employee of HopDrop. There is no employment relationship and HopDrop does not exercise the kind of supervisory control that creates one.

4.2As a Courier you:

1. choose when to be online and which Jobs to accept;
2. provide your own vehicle, fuel, and equipment;
3. are responsible for your own income tax, UIF (if applicable), and any business registration;
4. are not entitled to leave, sick pay, or other employee benefits.

4.3HopDrop pays Couriers per Delivered Job, with funds settling to the Courier's in-app wallet at delivery and withdrawable to the Courier's bank account.

4.4Pricing is set by HopDrop and may change with reasonable notice.

5.1You may send any lawful Parcel that fits the size categories shown in the app and has a declared value within the limits in clause 9.

5.2You may NOT send any of the following. Attempting to send these is a serious breach and may result in immediate suspension and reporting to authorities where appropriate:

1. Firearms, ammunition, weapons of any kind;
2. Illegal drugs, Schedule 5+ medicines, or prescription drugs without authorisation;
3. Live animals, plants subject to phytosanitary control, perishable food without prior arrangement;
4. Hazardous chemicals, flammable liquids, fireworks, compressed gas;
5. Cash, gift cards, vouchers, prepaid SIMs, or any cash-equivalent;
6. Counterfeit goods, stolen goods, or items obtained illegally;
7. Pornographic material involving minors, or any other unlawful content;
8. Anything restricted by SA Customs or international sanction lists where the route crosses a border.

5.3If a Courier reasonably suspects a Parcel violates clause 5.2, they may refuse the Job, return the Parcel to the Sender, or report it to HopDrop and law enforcement. The Sender forfeits any fees paid in such cases.

6.1Every Job has two PINs:

• Pickup PIN — held by the Sender, given to the Courier at collection;
• Delivery PIN — SMS'd to the Recipient, given to the Courier at handover.

6.2A Courier must enter both PINs into the app to mark a Job picked up / delivered. No PIN, no transition.

6.3For relay deliveries (Parcel changes hands at a partner shop), the same mechanic applies at each handover via the partner's release PIN.

6.4PINs are short-lived and per-Job. Don't share them with anyone other than the assigned Courier or named Recipient.

7.1When you (the Sender) post a Job, the Service Fee is shown up front and authorised against your card. We charge fully on Job creation; if no Courier accepts within the matching window, you get a full refund.

7.2Card processing is handled by Yoco. HopDrop never sees or stores your full card number — we store a non-reversible token.

7.3Couriers are paid into their in-app wallet on delivery confirmation. Couriers can withdraw to a verified SA bank account at any balance over R50.

7.4Refund timing depends on cancellation timing — see clause 8.

8.1Sender-initiated cancellation:

• Before any Courier picks up the Parcel: full refund.
• After pickup but before delivery: 50% retained by HopDrop to compensate the Courier for fuel + time invested. The other 50% is refunded.
• After delivery: not cancellable. Open a dispute via the in-app chat instead.

8.2Courier abandonment: a Courier who accepts a Job but cannot complete it may abandon it before pickup at no cost. Repeated abandonment affects rating and platform access. Abandonment after pickup is a breach (clause 10) and may result in account suspension.

8.3HopDrop cancellation: we may cancel a Job and refund the Sender if no Courier accepts within the matching window, if the Parcel violates clause 5.2, or if other safety concerns warrant it.

9.1Every delivered Parcel is covered by the HopDrop Guarantee — a self-funded protection programme. This is not insurance and HopDrop is not an FSCA-regulated insurer.

9.2Cover: up to ZAR 5,000 per Parcel for loss or damage during transit, scaled to declared value (you can't claim more than you declared).

9.3Claim window: 14 days from the expected delivery date.

9.4Investigation: we review photo proof, ratings, GPS trail, PIN-verification timestamps. Decisions within 7 business days.

9.5Payout: approved claims paid to the Sender within 3 business days of approval.

9.6Exclusions: as listed in clause 5.2 (those Parcels are not covered at all), plus damage caused by inadequate packaging, prior damage not visible at pickup, or normal wear-and-tear of the contents.

9.7Full Guarantee terms at hopdrop.co.za/guarantee.

10.1You agree NOT to:

1. impersonate another person or business;
2. create fake Jobs, fake claims, or otherwise game the platform;
3. harass, threaten, or discriminate against any other user;
4. use HopDrop to ship anything in clause 5.2;
5. share Pickup or Delivery PINs with anyone other than the assigned Courier / named Recipient;
6. scrape, automate, or systematically extract data from HopDrop without written permission;
7. circumvent our security or rate-limiting (e.g. multiple sandbox signups, scripted account creation);
8. interfere with the operation of HopDrop or other users' access.

10.2Breach of this clause entitles HopDrop to suspend or terminate your account, withhold pending payouts pending investigation, and pursue legal remedies.

10.3Couriers and Senders both have a minimum average rating of 4.0 (out of 5). Falling below this for a sustained period may result in account suspension.

11.1HopDrop provides the platform "as is" and makes no warranties beyond those required by law (notably the Consumer Protection Act 68 of 2008).

11.2For Parcel-specific loss or damage, your remedy is the HopDrop Guarantee (clause 9). HopDrop's total liability for any single delivery is capped at the Guarantee amount.

11.3For non-Parcel-related claims (e.g. service downtime, billing errors), HopDrop's aggregate liability in any 12-month period is limited to the greater of (a) ZAR 5,000 or (b) the total fees you paid HopDrop in that period.

11.4Neither party is liable for indirect, consequential, or punitive damages, lost profits, or loss of opportunity.

11.5Nothing in this clause excludes liability that cannot be excluded under SA law (including under the CPA, POPIA, or for fraud / wilful misconduct).

12.1If you have a dispute with another user (Sender / Courier / Recipient), open a dispute via the in-app chat or email support@hopdrop.co.za. We respond within 1 business day.

12.2For Parcel-specific disputes, evidence we look at: pickup & delivery photos, PIN-verification timestamps, GPS trail, in-app chat history, and any items you attach to the dispute.

12.3HopDrop acts as a neutral facilitator. Where the facts are clear, we apply the HopDrop Guarantee or refund rules. Where they aren't, we may escalate to mediation per clause 14.

13.1HopDrop owns the platform, brand, app, website, and documentation. You acquire only a limited, non-exclusive, revocable licence to use it for its intended purpose.

13.2User-generated content (photos, ratings, chat messages) — you keep ownership but grant HopDrop a worldwide, royalty-free licence to host, display, and process the content as needed to provide the service.

14.1Talk to us first — most issues resolve via support@hopdrop.co.za.

14.2If we can't agree within 30 days, the matter goes to mediation by AFSA (Arbitration Foundation of Southern Africa) under its Commercial Mediation Rules.

14.3If mediation fails, the matter goes to arbitration in Johannesburg under AFSA's Commercial Rules. The arbitrator's award is final.

14.4Nothing in this clause prevents either party from seeking urgent interim relief from a competent court, or you from approaching the National Consumer Commission, the Information Regulator, or the CCMA in matters within their jurisdiction.

15.1We may update these Terms. For material changes (e.g. new prohibited categories, changes to liability caps, changes to dispute resolution) we will:

1. update the "Last updated" date at the top;
2. notify you via the app and / or email at least 30 days in advance;
3. give you the opportunity to close your account before the change takes effect.

15.2Minor changes (typo fixes, contact-detail updates) take effect immediately on publication.

16.1Governing law. South African law.

16.2Severability. If any clause is found unenforceable, the rest remains in force.

16.3Assignment. You may not assign your rights without our written consent. We may assign ours to a successor in a merger or acquisition.

16.4Entire agreement. These Terms, together with the Privacy policy and any partner agreement that applies, are the entire agreement between you and HopDrop on their subject matter.

16.5Notices. To you: via the app or email at the address linked to your account. To HopDrop: legal@hopdrop.co.za.

HopDrop (Pty) Ltd

Support: support@hopdrop.co.za
Legal: legal@hopdrop.co.za
Privacy: privacy@hopdrop.co.za
Web: hopdrop.co.za