Terms & Conditions

1.1 Qhop operates strictly as an intermediary technology platform. The App facilitates remote ordering, menu viewing, and payment processing between end-user Customers and third-party independent food providers, trucks, stalls, or event venues (each a “Merchant”).

1.2 We provide the software pipeline that transmits your order details and payment to the Merchant and provides an “order ready” alert notification. We do not manufacture, prepare, cook, package, deliver, or handle any physical food or beverage items.

2.1 These Terms are governed by and construed in accordance with the laws of the Australian Capital Territory (ACT) and the Commonwealth of Australia. They apply to users across all States and Territories of Australia.

2.2 Nothing in these Terms excludes, restricts, or modifies any consumer guarantees, rights, or remedies you have under the Competition and Consumer Act 2010 (Cth) and the Australian Consumer Law (ACL) which cannot be excluded.

3.1 By placing an order via the App, you make an offer to purchase the selected goods from the designated Merchant. Once submitted, an order cannot be canceled or modified through the App.

3.2 All payments are securely processed through our third-party payment gateway provider, Stripe. By entering your payment details, you authorize payment for the total order value, which may include any applicable taxes, the Qhop convenience fee, and an optional 10 cent notification-call fee if you choose to receive an automated phone call when your order is ready. Dynamic transaction fees may also apply depending on our specific agreement with the venue or Merchant.

3.3 Prices displayed on the App are set entirely by the individual Merchants. We are not responsible for pricing errors, omissions, or sudden menu discrepancies.

4.1 Merchant support for refunds & disputes: Requests for order adjustments, missing items, quality issues, cancellations, or refunds should be directed to the Merchant (stall / vendor) that fulfilled your order, using the contact or support options shown in the App or provided by the Merchant. Venue canteen staff and marquee operators are not authorized to process or disburse digital card refunds at the counter; digital refunds are processed through the payment pipeline when the Merchant approves them.

4.2 Independent Merchant responsibility & quality disclaimers: Qhop operates as a technology marketplace platform connecting you with independent venue vendors. The Merchant remains exclusively responsible for the physical preparation, ingredient quality, temperature, dietary/allergen compliance, and fulfillment of your order.

4.3 Evaluation of refund claims: The Merchant evaluates refund requests under their operational rules and the Australian Consumer Law (ACL). Valid claims may include, but are not limited to:

• (a) Unfulfilled or non-delivered orders;
• (b) Substantial prep-time delays resulting in abandoned orders; or
• (c) Confirmed missing items or major preparation defects.

Qhop does not decide the outcome of product or fulfillment disputes.

4.4 Refund processing & financial terms: Where the Merchant approves a refund (or a chargeback/reversal is otherwise required), the refund is credited back to the original payment method used during checkout (via our payment processor, Stripe). Disbursement timelines are subject to standard banking clearance windows (typically 5–10 business days). Convenience fees and service charges may be non-refundable unless required by applicable law.

5.1 Merchants are independently solely responsible for typing in their own menus, setting descriptions, and inputting mandatory allergen warnings (e.g., “Contains Nuts”, “Gluten-Free”). Qhop does not audit or verify these details. You consume all products at your own risk.

5.2 All menu photography, graphics, and text uploaded by a Merchant onto the App are the structural responsibility of that Merchant. Qhop accepts no liability for third-party trademark or copyright infringements originating from Merchant uploads.

6.1 To complete an order at the MVP stage, you are required to provide a name (to identify your order at the pickup bench). A mobile phone number is optional: if you provide one, we may place an automated call when your order is ready for pickup, and the Merchant may also call you while the order is active. An email address is optional if you wish to receive a digital tax invoice and an order-ready email. Your phone number is removed from the order record when the order is closed.

6.2 You agree to provide accurate and current details. Qhop reserves the right to introduce user accounts requiring passwords and usernames in the future to offer loyalty rewards or enhanced features, which will be governed under updated revisions of these Terms.

7.1 Qhop strives to maintain stable App performance. However, because the App relies on external web browsers, local cellular network data bandwidth, cloud hosting services, and third-party infrastructure, we do not guarantee uninterrupted access.

7.2 Qhop reserves the absolute right to instantly activate, deactivate, restrict, or suspend any venue, stall, or customer access portal at any time in the case of emergencies, safety disasters, hardware crashes, or upon the direct operational request of a festival organizer or venue management team.

8.1 To the maximum extent permitted by law (including the ACL), Qhop's parent entity, Pen Technologies Pty Ltd, its directors, employees, and software engineers shall not be liable for any indirect, incidental, special, exemplary, or consequential losses or damages, including but not limited to lost time, missed event performances, or medical reactions arising out of your use of or inability to access the web application.

Questions about these Terms can be sent to business@qhop.com.au.