To use our services a customer only needs:

  • A computer, smartphone (such as an Apple iPhone or an Android or Windows phone), or tablet computer (such as an Apple iPad or Android or Windows tablet)
  • A data connection to the Internet 

Opening an account

To open an account with us, a customer must:

  • Either be an individual at least 15 years old (own account worker) or a business (corporate or MSME) that is able to form a legally binding contract; and
  • Complete our sign-up process.

As part of our sign-up process, a customer must:

  • Register a phone number or an email address, which will also act as ‘User ID’;
  • Set a password, which will be used to log in; and
  • Agree to our Privacy Policy and User Agreement, including the policy documents incorporated within it.

During or after the sign-up process, a customer can also set up a funding source in his e-wallet, which is cash paid directly at one of the agent’s point of sale, bank account, e-voucher, debit card or credit card.

Funding an account

The money in customer’s e-wallet account is legally termed “electronic money”, which is recognized throughout Jamaica as a form of money suitable for use online. A customer can only pay or transfer funds from his account if he has funds in his account, although, if he sends a payment without funds in his account to cover it, we will endeavor to obtain funds automatically from his funding sources to enable the payment to go through.

To fund an account, a customer must either:

  • Obtain electronic money from us by paying us an equivalent amount from his funding source(s). He can do this manually using the Add Funds function available from his account interface, or we will do this automatically as needed to cover payments that you instruct us to send; or
  • Accept a payment that sent to you from another user.

The balance in customer’s account represents the amount of electronic money available for paying out from his account.

Sending payments

To send a payment to a third party via the Service, a customer can either click a button on a merchant’s website (or other point of sale) to pay that merchant, or if the payee has no website or button to facilitate payment, a customer can simply use the Send Money function in the account interface and provide the email address or phone number of the intended recipient. 

Either way, when a customer initiate the sending of money, a customer instructs us to transfer electronic money from his account to the account of the recipient. If the payment is accepted by the recipient (which is normally automatic), we complete the transfer.

Each new account has an initial limit on the amount of funds its user is able to send. To increase the “sending limit”, the user must verify the information provided to us in connection with his account. Limits may vary at our discretion up to the maximum prescribed by BOJ and laws against money laundering. The limits depend on the information provided by user for the verification process.

Receiving payments

Once a customer has opened his Hopeland account, he can receive a payment via the Service by accepting a payment from another user. Acceptance is almost always automatic; he normally needs not do anything to accept a payment.

The recipient is able to refund payments or, in some circumstances, to use the Service to refuse payments that have been sent by another user.

If customer account is new, laws for prevention of money laundering require that Hopeland limits the amount of money a customer can receive until he completes the verification process for his account. Hopeland will ask him to verify his account and explain how to do that shortly after he opens his new account.

Hopeland blocks payments that appear to us to have serious security problems or to be fraudulent. Sometimes, rather than blocking, we delay a payment in order to investigate it further. If we discover a fraud after a customer receive a payment, we ordinarily reverse the payment back to the person who was defrauded and note the reversal in customer’s account. Sometimes we are not legally permitted to explain the blocked or delayed payment or give details about a reversal in order to avoid tipping off someone who appears to be committing fraud or another crime.

Seller Protection

Under certain circumstances, Hopeland will cover the loss caused by a chargeback or reversal, rather than require the recipient of the payment to reimburse it, if the payer denies having authorized the payment or claims that they did not receive the item that they paid for.

Seller Protection is available and can be claimed when the payment is listed as “Seller Protection Policy Eligible” on the User’s Transaction Details page. Seller Protection eligibility depends on the following factors:

The type of goods or services purchased;

The account type of the seller;

The postal address to which the seller sends the goods;

Evidence of the delivery method used;

The time at which the goods were sent following receipt of payment;

The number of accounts from which payment was made;

The co-operation of the seller.

The User Agreement has further details about eligibility specific to the country in which the seller resides.

Buyer Protection

Buyer Protection lets buyers of eligible goods and services recover all or part of their Hopeland payment for those purchases, if they were not delivered or are significantly not as the seller described them.

To receive Buyer Protection, a customer must file a claim, and time limits apply. The User Agreement has details on how to claim.

Withdrawing funds (redeeming electronic money)

If user’s account has a positive balance, he can instruct us at any time to withdraw funds from his account into a bank account registered as a funding source in his Hopeland account (or, rarely, to a card or cash funding source). Such an instruction is normally given by using the withdrawal functionality in the account interface. In legal terms, a withdrawal from a Hopeland account into a bank account is a ‘redemption’ of electronic money.

Under normal circumstances, we will complete the withdrawal from user’s account within 1 business day following the completion of any checks that are reasonably required by us to prevent money laundering and fraud or to confirm user’s identity and his access to the bank account used for withdrawal.

If your Hopeland account is new, laws for prevention of money laundering require the Hopeland to limit the amount a customer can withdraw. A customer can lift the limit by completing the verification process for his new account. Hopeland will ask him to complete that process and explain how to do so shortly after he opens his new account.

A customer can keep funds in his Hopeland account as long as he wishes. We do not charge for keeping customer’s money in Hopeland, but we also do not pay interest because interest on electronic money is prohibited.