General Terms for Hopp Send

Last updated on: 30 March 2026

You can download an offline version of these Guidelines for your records and future reference here ↗.

General Terms for Hopp Send: Clients and Service Providers (Canada)

These General Terms for Hopp Send apply to both Clients and Service Providers (‘Users’) that use the Hopp Platform in Canada to request or provide Package delivery services via the Hopp Send category. Words and phrases capitalized in these General Terms for Hopp Send have the meanings given in section 1 below.

These General Terms for Hopp Send are set out in accordance with and in addition to the Platform Terms – Service Providers (available here) (the ‘Platform Terms – Service Providers’) and the Platform Terms – Passengers (available here) (the ‘Platform Terms – Passengers’), the applicable Privacy Policies, and define the conditions for using Hopp Send via the Hopp Platform.

Anything not covered by these General Terms for Hopp Send shall be governed by the Platform Terms – Service Providers (for Service Providers) and the Platform Terms – Passengers (for Clients), as applicable. In case of any contradictions regarding the use of Hopp Send, the conditions set forth in these General Terms for Hopp Send shall prevail.

By using the Hopp Platform each Client and Service Provider respectively agree to the application and content of these General Terms for Hopp Send as well as to the processing of personal data on the conditions incorporated into these General Terms for Hopp Send, the applicable Privacy Policy and applicable Canadian privacy legislation, including the Personal Information Protection and Electronic Documents Act (S.C. 2000, c. 5) (‘PIPEDA’).

Definitions

1.1. ‘Client’ means a user of the Hopp Platform that has ordered a delivery of a Package and thereby enters into a Delivery Agreement with the Service Provider.

1.2. ‘Delivery Agreement’ means the agreement between the Client and the Service Provider for the delivery of the Package(s).

1.3. ‘Drop-Off Location’ means the curbside or roadside address specified in the Hopp Platform, where the Client wishes the Package to be delivered.

1.4. ‘Excluded Packages’ has the meaning given to it in section 2.4.

1.5. ‘General Terms for Hopp Send’ means these terms and conditions applicable to the relationship between Hopp and the User in relation to the use of the Hopp Platform by the User for Hopp Send.

1.6. ‘Hopp Platform’ means the smartphone application operated by Hopp through which Users may, among other things, request and manage Package deliveries.

1.7. ‘Package’ means the item(s) subject to the delivery, except for the Excluded Packages.

1.8. ‘Pick-Up Location’ means the curbside or roadside address specified in the Hopp Platform, where the Client will hand over the Package to the Service Provider.

1.9. ‘Recipient’ means any person (including the agent or representative of a legal person) whose identity and contact details are shared via the Hopp Platform to the Service Provider by the Client as Recipient of the Package, and located at the Drop-Off Location or, where applicable, within a nearby adjacent area, subject to its designation by any means by the Client.

1.10. ‘Service Area’ means the geographic area in which Hopp Send is available, as designated by Hopp and displayed in the Hopp Platform from time to time.

1.11. ‘Service Provider’ means a provider of Transportation Services and Package delivery services using the Hopp Platform who has opted in or been enrolled in the Hopp Send category and who holds all permits, licenses and insurance required under applicable law to provide such services.

1.12. ‘User’ means either the Client or the Service Provider as the context requires.

Legal Framework

2.1. The Hopp Platform enables the Client to order deliveries of Package(s) to the Recipient at the Drop-Off Location by selecting the ‘Hopp Send’ category in the Hopp Platform. The Client acknowledges that delivery of Packages is a curbside-to-curbside service and the Recipient must be informed in advance by the Client about the requirement to collect the Package from the Service Provider’s vehicle at the roadside. The Client must bring the Package to the Service Provider’s vehicle at the Pick-Up Location. The Service Provider is not responsible for loading and unloading of the Package.

2.2. For the delivery of a Package, the Client enters into a Delivery Agreement directly with the Service Provider. The Delivery Agreement is deemed to be concluded from the moment that the order for delivery of a Package is confirmed by the Service Provider via the Hopp Platform. Service Providers who do not wish to use the Hopp Platform for deliveries of Packages can opt out from such deliveries by following the opt-out instructions communicated by Hopp.

2.3. By operating the Hopp Platform, Hopp acts only as a provider of information society services and is not a party to the Delivery Agreement. Hopp is not the provider of the delivery services, and is not liable in any way for the performance under the Delivery Agreement. Hopp does not supervise, direct or control the manner in which the delivery of Packages is carried out by the Service Provider.

2.4. The Hopp Platform may not be used for ordering deliveries of Packages containing goods that have not been approved by Hopp (‘Excluded Packages’) as eligible for the Hopp Platform. Excluded Packages include:

2.4.1. goods that do not fall into the package size limit of 65 × 55 × 40 cm (26 × 22 × 16 in) or goods that weigh more than 15 kg (33 lbs);

2.4.2. animals, human beings and other living or dead creatures, including their parts, remains, fluids or substances derived from products originating from animals, human beings or other creatures;

2.4.3. bank notes (including foreign currency), credit cards, securities, jewelry, gift vouchers and similar valuables;

2.4.4. firearms and their parts, ammunition, melee weapons, and other items specially designed for attack and defense (e.g., brass knuckles, switchblades), or any item classified as a prohibited or restricted weapon under the Criminal Code (R.S.C., 1985, c. C-46);

2.4.5. flammable, combustible, explosive and radioactive or other ionizing substances, munitions, gas, infectious, poisonous or corrosive materials which by their nature may pose danger to the environment or which are classified as dangerous goods under the Transportation of Dangerous Goods Act, 1992 (S.C. 1992, c. 34);

2.4.6. cannabis or cannabis products, controlled substances and other psychotropic substances which are subject to special control in accordance with the Controlled Drugs and Substances Act (S.C. 1996, c. 19) or the Cannabis Act (S.C. 2018, c. 16);

2.4.7. food, alcoholic beverages, ethyl alcohol, tobacco or vaping products;

2.4.8. goods, the value of which exceeds CAD $100;

2.4.9. other items that are not allowed to be delivered or transported by law, and items that cannot be transported or delivered without additional licences, permits, approvals, etc., including goods which cannot be delivered due to the capacity of the Client or Recipient (e.g., medicine which requires a medical prescription, items requiring an export permit).

2.5. The Client must make sure that the Package is in a suitable condition for delivery (including clean, securely sealed and suitable for delivery in a vehicle) and that the Package will not be damaged and/or its condition will not change until it is delivered to the Recipient.

2.5.1. If special documents are required for carrying out the delivery of the Package, the Client is obliged to hand them over to the Service Provider no later than when handing over the Package for delivery.

2.6. The Service Provider may cancel the delivery of a Package if the Service Provider upon pick up discovers or has reasons to think that the Package is an Excluded Package or does not comply with section 2.4 of these General Terms for Hopp Send.

2.7. Every User shall indemnify, defend or settle and hold Hopp harmless against any loss or damage (including legal costs) which Hopp may sustain or incur, in relation to any third party claim, to the extent such claim is based upon any breach by the User of the provisions of these General Terms for Hopp Send.

2.8. The Service Provider is solely liable for the performance of the Delivery Agreement and for any claims presented under the Delivery Agreement. Hopp is not liable for any failure or non-conformity in performing the Delivery Agreement and assumes no liability for any traffic violations or accidents sustained during the performance of the Delivery Agreement.

2.9. If the Client files a claim due to the breach of the Delivery Agreement, the Service Provider shall release Hopp from all liability regarding the claim.

2.10. The Service Provider’s total liability for material damage or consequential loss, such as loss, theft, material damage, average or destruction of the items of the Package shall be the greater of (i) the original value of the affected items of the Package; or (ii) the amount of their repair or reconstitution, in both cases up to the limit of CAD $100. Where applicable, the statutory default liability under Ontario Regulation 643/05 (Carriage of Goods) of $4.41 per kilogram of cargo shall apply as a minimum floor.

2.11. The Hopp Platform is provided to the Users strictly on an “as is” and “as available” basis. Hopp will not be liable for any interruptions, connection errors, unavailability of, or faults in the Hopp Platform. In no event shall Hopp’s aggregate liability for any and all claims arising out of the use of the Hopp Platform by the same User, including those based on tort, agreement or other grounds, exceed the equivalent of CAD $750 or the amount of the fees paid to Hopp by such User in the twelve (12) months preceding the claim, whichever is lower.

2.12. The Client acknowledges and agrees that Hopp Send does not include insurance coverage for the Package or its contents. The Client sends the Package at the Client’s own risk. Hopp recommends that the Client does not send any items of significant personal or monetary value via Hopp Send.

2.13. Hopp Send is available only within the Service Area. The Client may not request delivery of a Package where the Pick-Up Location or the Drop-Off Location is outside the Service Area.

2.14. The Service Provider represents and warrants that it holds all permits, licences, registrations and insurance coverage (including, without limitation, valid automobile insurance with commercial liability coverage of not less than the minimum amounts required under the laws of Ontario) required under applicable federal, provincial and municipal law to provide Package delivery services in the Service Area.

2.15. These General Terms for Hopp Send are subject to the Consumer Protection Act, 2002 (S.O. 2002, c. 30, Sched. A), as amended, and any rights granted to the Client as a consumer under that Act shall not be limited or excluded by these General Terms for Hopp Send.

Ordering Delivery of Packages Through the Hopp Platform

3.1. The Client shall order delivery of Package(s) by the Service Provider to the Recipient at the Drop-Off Location. The Client and Service Provider will enter into the Delivery Agreement upon confirmation of the order by the Service Provider. The Client is solely liable for the payment for Hopp Send.

3.2. The Client represents and warrants that it has obtained consent or agreement from the Recipient for sharing their telephone number(s) and/or other contact details with the Service Provider via the Hopp Platform and allowing the Service Provider to contact them in connection with the performance of the Delivery Agreement, in compliance with PIPEDA and any applicable provincial privacy legislation. The Client acknowledges and agrees that the Service Provider may need to contact the Recipient in order to meet its obligations under the Delivery Agreement.

3.3. The Service Provider shall deliver Package(s) to the Drop-Off Location inserted by the Client in the Hopp Platform. Delivery is curbside only: the Service Provider is not required to enter any building, go beyond the roadside, or deliver to a door or lobby.

3.4. The Recipient must be present at the Drop-Off Location at the estimated time of delivery indicated in the Hopp Platform. The Client shall share the estimated time of delivery with the Recipient. The Client must be available to receive calls via the Hopp Platform from the moment of ordering the delivery of Package(s) via the Hopp Platform until delivery of Package(s) to the Recipient. In case of failure to hand over the Package due to the Client and/or the Recipient in accordance with section 3.5 of these General Terms for Hopp Send, the Service Provider will contact Hopp’s customer service in order to authorize Hopp to cancel the delivery and to receive further advice regarding the Package. If the Service Provider is instructed to return the Package to the Client, the Service Provider shall return the Package to the Client and the Client will be billed for such return. After handing over the possession of the Package to the Recipient, the Service Provider marks the delivery as ‘Finished’ on the Hopp Platform.

3.4.1. Where a Package cannot be delivered to the Recipient and cannot be returned to the Client, the Service Provider (or the fleet to which the Service Provider belongs) shall retain the undelivered Package for a period of up to six (6) months from the date on which the delivery should have been completed. The Service Provider shall be entitled to charge the Client reasonable storage costs for the retention of such Package. If the Package is not collected within six (6) months, the Service Provider may dispose of or sell the Package in accordance with applicable law and shall remit any proceeds (less reasonable costs of storage and sale) to the Client upon request.

3.5. Hopp, on behalf of the Service Provider, may cancel the delivery in the following cases:

3.5.1. the Recipient is not available at the Drop-Off Location within 3 minutes of the arrival of the Service Provider thereto;

3.5.2. the Client failed to provide the Recipient’s telephone number or the Recipient’s telephone number provided by the Client cannot be reached by the Service Provider within 3 minutes.

3.6. Any delivery time or other time estimate communicated to the Client via the Hopp Platform are only estimated times. There is no guarantee that the Package will be delivered at the estimated time. The Client acknowledges that delivery times may also be affected by objective factors such as traffic congestion, rush hours, weather conditions and road closures.

3.7. The Service Provider is prohibited from adding or removing any packaging and has to deliver the Package as prepared by the Client. The Service Provider is not allowed to change, modify, add to, remove from or tamper with the Package in any way and shall ensure the Package is not damaged, destroyed, stolen or lost as well as act responsibly in the driving of its means of transport.

Cancellation and Suspension of Use

4.1. Hopp is entitled to remove the User from the Hopp Platform with immediate effect and/or refuse or cancel any deliveries of Package(s), if it causes any abuse or harm to the Hopp Platform, if Hopp has reasonable belief of fraudulent acts by the User when using the Hopp Platform, or if the User otherwise fails to comply with its obligations under these General Terms for Hopp Send (e.g., by the Recipient not being present at the Drop-Off Location on several occasions).

4.2. The User may not use the Hopp Platform for any unlawful purpose, including for the purposes of money laundering or the transportation of proceeds of crime. If the User violates this section, Hopp may permanently suspend the User from using the Hopp Platform.

4.3. The Client may cancel the delivery at any time before the Service Provider has collected the Package at the Pick-Up Location, without charge. If the Client cancels after the Service Provider has collected the Package, the Client shall be charged the applicable cancellation fee as displayed in the Hopp Platform at the time of booking.

General

5.1. To the extent permitted by applicable law, all questions not regulated by these General Terms for Hopp Send shall be governed by the Platform Terms – Service Providers (available here) or the Platform Terms – Passengers (available here), as applicable. 5.2. Nothing in these General Terms for Hopp Send shall be construed as limiting or excluding any rights that the Client may have under the Consumer Protection Act, 2002 (S.O. 2002, c. 30, Sched. A) or any other applicable mandatory consumer protection legislation.