Shopping, Ordering, Checkout & Account Policy

1Introduction & Scope

1.1 This policy explains, in detail, how the HmperCo shopping journey works — from creating an account through to placing, confirming, amending and tracking an Order — for every customer type on the Platform: Individual, Business, Group, Stokvel and Split & Sell ("SnS") customers.

1.2 This policy applies to every Order placed via www.hmperco.co.za, the HmperCo mobile application, or any other official HmperCo ordering channel.

2Account Types & Registration

2.1 Individual customers

Individual customers register with full name, valid South African mobile number, email address, and delivery address(es). HmperCo does not currently offer anonymous guest checkout; an Account is required to place an Order, so that order history, returns, and delivery communication can be properly managed.

2.2 Business customers

Business Accounts require the registered entity name, company registration number, VAT number (where VAT-registered), and the details of an authorised representative. HmperCo may request supporting documentation (such as a CIPC registration extract or letter of authority) before activating trading privileges such as invoicing terms or bulk pricing. See also the Business, Group & Organisation Customer Terms.

2.3 Group and organisation customers

Group Accounts (for example, workplace, church, school or community group orders) require a nominated coordinator who is responsible for consolidating the group's order requirements and for payment unless individual members pay directly through a HmperCo-provided mechanism.

2.4 Stokvel customers

Stokvel registration follows the process, consent, and authorised-representative requirements set out in full in the Stokvel Legal Framework & Member Agreement. Contact: stokvel@hmperco.co.za or WhatsApp 065 632 4344.

2.5 Split & Sell (SnS) customers

SnS registration, including eligibility and student verification, is governed in full by the Split & Sell Terms & Conditions. Contact: splitandsell@hmperco.co.za.

3Verification & Account Security

1. HmperCo may verify your identity, contact details or business documentation using a One-Time Pin (OTP) sent to your registered mobile number or email, and may decline to activate an Account until verification is complete.
2. Choose a strong, unique password for your Account and do not share your login credentials or OTPs with anyone, including anyone claiming to represent HmperCo — HmperCo staff will never ask you for your OTP or password.
3. You may reset a forgotten password using the "forgot password" flow, which will send a verification link or OTP to your registered contact details.
4. Report suspected unauthorised access immediately to info@hmperco.co.za so HmperCo can secure your Account.

4Browsing, Products & Stock

4.1 Products are organised into categories and hamper collections, each with a description, image(s), price, and, where relevant, weight or unit information. Where a Product is a Create Your Own Hamper build, pricing updates live as items are added, in line with the Create Your Own Hamper Terms.

4.2 Stock levels displayed on the Platform are updated regularly but are not a real-time guarantee of availability at the moment of checkout. Where a Product you have ordered turns out to be unavailable, clause 7 and clause 8 of this policy, and clause 5.3 of the Master Terms, apply.

5Basket, Quantities & Substitutions

1. Items added to your basket are held for your current session only and are not reserved as stock until your Order is placed and payment is authorised.
2. Certain Products may carry a minimum order quantity (for example, bulk or wholesale items — see the Wholesale & Bulk Purchasing Terms) or a maximum order quantity (for example, during high-demand promotions, to ensure fair access for all customers).
3. At checkout you may indicate whether you accept substitutions for unavailable items. If you do not accept substitutions, unavailable items will be removed from your Order and refunded rather than substituted.

6Checkout Process

1. Delivery address. Select or add a delivery address. Delivery availability and fees are calculated based on the delivery zone — see the Delivery & Logistics Policy.
2. Billing details. Confirm your billing details, including VAT number where a tax invoice is required for a Business Account.
3. Delivery window. Select an available delivery window or collection option where offered.
4. Vouchers and promotions. Apply any Voucher or promotional code, which will be validated and reflected in your Order total — see the Vouchers & Gift Vouchers Policy.
5. Order review. Before payment, you are shown a full summary — Products, quantities, prices, delivery fee, Voucher discounts, and total — and may correct any part of the Order at this stage.
6. Payment. Select a payment method and complete payment authorisation as described in the Payments Policy.
7. Terms acceptance. Confirm that you have read and agree to the Master Terms and applicable policies via the checkout checkbox, which is not pre-ticked.

7Order Confirmation, Acceptance & Rejection

7.1 Submitting payment is an offer to purchase, not an accepted contract. HmperCo accepts your Order by sending an order confirmation to your registered email or via in-app notification, which includes your order number.

7.2 HmperCo may reject or partially reject an Order — even after payment has been authorised — where: a Product is unavailable and no acceptable substitution exists; a pricing or description error is identified; delivery to the address is not possible; payment cannot be verified; or fraud is suspected. Where an Order or part of an Order is rejected, any amount paid for the rejected portion is refunded in full within the timeframe set out in the Payments Policy.

8Amendments, Cancellations & Errors

1. You may request an amendment (for example, delivery address or item quantity) or cancellation of an Order by contacting info@hmperco.co.za before the Order enters picking or dispatch. Once dispatch has begun, cancellation is no longer possible and the Returns Policy applies instead.
2. Where HmperCo identifies a genuine pricing or stock error after Order placement, you will be contacted and given the choice to proceed at the corrected price/availability or cancel for a full refund, consistent with section 43 of ECTA.
3. Where you provide an incorrect or incomplete delivery address, redelivery fees may apply as set out in the Delivery & Logistics Policy.

9Fraudulent or Suspicious Orders

HmperCo may place an Order on hold, request additional verification, or decline an Order that it reasonably suspects is fraudulent, including orders showing mismatched billing/delivery information, unusual ordering patterns, or use of a payment method that fails verification. See the Fraud, Abuse, Account Security & Responsible Disclosure Policy for full detail.

10Order History, Invoices & Notifications

10.1 Your Account gives you access to your order history, including order status, delivery tracking (where available), and downloadable invoices/receipts.

10.2 HmperCo will notify you at key stages of your Order — confirmation, dispatch, and delivery/collection — via email, SMS, WhatsApp or in-app notification, in accordance with your communication preferences and the Privacy Policy.

11Account Suspension, Deletion & Termination

11.1 You may request deletion of your Account at any time by contacting info@hmperco.co.za, subject to HmperCo's right to retain records required for tax, legal, dispute-resolution or fraud-prevention purposes, as described in the Privacy Policy.

11.2 HmperCo may suspend or terminate an Account for breach of the Master Terms, this policy, or any incorporated policy, including suspected fraud, abuse of the returns or voucher system, or non-payment on a Business, Stokvel or SnS Account. Notice will be given where reasonably possible.

12Contact Details