Refund & Cancellation Policy

1. General Refund Policy

This policy outlines the terms and conditions for refunds and cancellations on the Hopp platform operated by Innovation Hopp Experiences Private Limited.

Hopp has the right, in its sole discretion, at any time to adjust, supplement, modify, revise, terminate, or carry out any necessary alterations to this refund and return process either entirely or partially.

The terms set out herein shall be read in consonance with the respective terms and conditions including with respect to returns for each Merchant.

2. Failed Transactions

In case you have made the payment but failed to receive any email, banner and/or SMS confirmation, then chances are that such a payment has failed. Once Hopp confirms a failed transaction, Hopp will endeavour to initiate the process for refunds.

Processing Time: While it may take 3-5 business days to initiate such a refund, it may take up to 7-10 business days (and sometimes more) for Hopp's payment service providers to credit the amount to your source account.

3. Disputed Transactions

In case of a disputed transaction whereby you dispute any payment undertaken on the Platform, Hopp shall endeavour to refund the amount through the Platform after making reasonable efforts to verify the facts of such complaint/dispute with the Merchant and may at its sole discretion initiate the refund.

For the sake of clarity, Hopp shall not be responsible or liable in any manner in case you visit the Store(s) for returning any products to the Merchant(s) or requesting for a refund without initiating the process on the Platform.

4. Event Tickets

4.1 General Policy

Tickets once sold cannot be exchanged, cancelled, modified, transferred, or refunded unless the Merchant has specified so in the Event's terms and conditions. Please make sure you check the date, time, and location before you book your tickets.

4.2 Event Cancellation by Merchant

If an Event is cancelled and the Merchant of such Event agrees on issuing a refund for the tickets, it shall be the Merchant's responsibility to instruct Hopp to communicate and contact you and process the refund. Hopp shall have no liability in this regard.

4.3 Event Postponement

If an Event gets postponed to a later date, the Merchant at its sole discretion may give you an option to attend the Event on a rescheduled date or if you don't wish to attend the Event you may avail a refund within a specific duration communicated to you by Hopp.

Upon successfully filling the relevant details required for the refund, you will be provided a refund. Any request for refund post the expiry of duration will be solely at Merchant's discretion. However, the booking fee charged by Hopp is non-refundable.

4.4 Refund Processing

If the Merchant informs Hopp to process the refunds on their behalf, your refunds may reflect in your account within seven (7) to ten (10) working days from the date of receiving the refund request.

Hopp reserves the right to deny refunds for tickets purchased outside of the Platform. Any decisions taken by the Merchant and Hopp will be final and binding in this regard.

5. Table Reservations

5.1 Cancellation Window

A confirmed booking for which Booking Fee has been charged from you, modification option will not be available. However, you're required to cancel the confirmed booking twenty-four (24) hours prior to the scheduled booking time to avail the refund.

5.2 Refund Processing

Unless otherwise provided, Hopp shall refund the Booking Fee to you within seven (7) working days from the date of such cancellation. However, Hopp reserves the right to retain the Booking Fee in the event you fail to cancel the booking within the estimated timeframe mentioned above.

5.3 Late Arrivals

Hopp advises the Customer to arrive ten (10) minutes in advance of the scheduled booking time. The Merchant reserves the right to cancel your booking and allocate the table to other guests in case of late arrivals.

5.4 Dispute Resolution

In the event the Merchant fails to honour the confirmed booking or in case of any other complaint or dispute raised by you in relation to the booking, you shall raise such disputes with Hopp within thirty (30) minutes from the scheduled booking time.

6. Offers, Deals & Experiences

6.1 Cover Charge Refunds

A confirmed booking for which Cover Charge has been charged from you, modification option will not be available. However, you're required to cancel the confirmed booking twenty-four (24) hours prior to the scheduled booking time to avail the refund.

Unless otherwise provided, Hopp shall refund the Cover Charge to the Customer within seven (7) working days from the date of such cancellation.

6.2 Dispute Resolution

In the event the Merchant fails to honour the confirmed booking/Deal or in case of any other complaint or dispute raised by you in relation to the booking/Deal, you shall raise such disputes with Hopp within thirty (30) minutes from the scheduled booking time.

7. Sports Facilities & Activities

7.1 Cancellation by Customer

Customers may cancel their slot bookings through the Platform, subject to the following refund structure:

Note: 'Convenience fee', if any, charged by Hopp shall not be refunded.

7.2 Cancellation by Merchants/Facilities

In the event the Merchant cancels the slot due to operational reasons, weather, technical failures, or overbooking, Customers will receive a 100% refund.

7.3 Refund Processing

Refunds will be processed within 5-7 business days back to the original payment source.

8. Movie Tickets

8.1 General Policy

Bookings for the tickets once made by you cannot be cancelled, modified, exchanged or refunded unless such policies are provided at the cinema or Platform and opted-in by you while booking the movie tickets.

8.2 Cinema Cancellation Policy

Merchants (Cinema/theatre partners) may choose to provide flexibility of movie ticket cancellation at their own discretion. Benefits of Merchant's cancellation policy would be passed on to you on "as-is" basis and Hopp has no rights/control on the cancellation policy of the Merchants.

8.3 Refund Deductions

Refund received for the cancelled booking (if any) will be after deduction of:

• Cancellation charges
• Booking charges
• Internet handling charges
• Food vouchers & 3D glass charges
• Applicable taxes & promotional benefits

8.4 Important Notes

• Partial cancellation of an order/booking/ticket(s) is not allowed
• Benefits of any applied promocode will be considered as redeemed if tickets are cancelled
• If cancellation is unsuccessful, the booking will be considered valid

9. Pay via Platform (Dining Out & Stores)

In the event of a concern raised regarding the payment via the Platform, we shall use our best endeavours to assist you however such payment shall be subject to verification and confirmation from the respective Merchant.

Upon receipt of such a complaint or dispute, Hopp will make reasonable efforts to verify the facts of such complaint/dispute with the Merchant and may at its sole discretion initiate the refund up to the Invoice Value to such Customer.

10. Gift Cards

Hopp shall not be responsible or liable in any manner whatsoever for redemption of gift cards and grievances pertaining to redemption of gift cards shall be sent to and handled by the Merchant(s) directly.

If you have accidentally purchased the wrong gift card, purchased a gift card for a Merchant other than intended, or selected an incorrect amount, your eligibility for a refund will be subject to the gift card issuer's respective policies.

11. How to Request a Refund

To request a refund:

1. Log in to your Hopp account
2. Go to "My Bookings" or "My Payments"
3. Find the relevant booking and click "Request Refund"

Alternatively, contact our support team at info@hopp.life with your booking details.

12. Contact Us

For any questions about this refund policy or to request assistance: