SHIPPING AND DELIVERY POLICY

Last updated: 25 September 2025

We’re committed to getting your HiLo puddings to you fresh, chilled and as
quickly as possible from our Hilo HQ in Johannesburg straight to your door. Below
you’ll find everything you need to know about how our delivery works.

WHERE WE DELIVER

We deliver within South Africa —please take note of our current delivery
locations and frequencies below.

We currently do not offer international shipping.

DELIVERY FEES

Because we don’t cut corners on quality or temperature, we want to ensure that
the product you receive meet’s our standards. Our delivery fees are based on
your location, and it covers the costs of getting your puddings to you in the way
they should be enjoyed – chilled.

Which is why we use specialised cold chain transport, so your orders will be
delivered below 5 degrees Celsius straight to your door by our trusted partners.
There is also a free pick-up option available from our Hilo HQ in Midrand,
Johannesburg.

Please note that being a small business the above information will be subject to
change as we grow and expand.

If you are based in a location not yet listed above – reach out to us and let’s see
what we can do.

DISPATCH AND DELIVERY TIMEFRAMES

Depending on your location we will be dispatching orders as follows:

• Johannesburg and; Pretoria: Weekly
• Cape Town: Weekly/Bi-Weekly (demand dependent)
• Orders are dispatched Monday to Thursday to avoid weekend delays

You’ll receive a tracking link as soon as your order is on its way.

REFRIGERATED SHIPPING

• We use trusted couriers with local/ nationwide coverage and aim to
  maintain cold chain conditions from Hilo HQ to your doorstep.

DELIVERY GUIDELINES

• Please make sure someone is available to receive your delivery at the
  shipping address provided as puddings should be refrigerated immediately.
• We do not accept responsibility for orders left unattended for extended
  periods.
• If delivery is delayed or unsuccessful due to an incorrect address or
  unavailable recipient, re-delivery may incur an extra fee.

ORDER CUT-OFF TIMES

Orders placed:

• Before 12 PM (Mon–Thu): Processed same day
• After 12 PM or on weekends: Processed next business day

Note: Orders placed on Thursdays after 12 PM will be shipped the following
Monday (if applicable) to ensure cold chain integrity.

ISSUES WITH YOUR DELIVERY?

If something went wrong with your delivery, please contact us within 24 hours of
receiving your order.

Send us a photo and your order number to: info@hiloprotein.co.za

QUESTIONS?

We’re here to help!

Visit our Hilo Hotline or email us at  info@hiloprotein.co.za and we will be sure to
get back to you as soon as we can.

RETURNS & REFUNDS POLICY

Last updated: 07 August 2025

We’re serious about quality. Every HiLo cup is made and packed with care — but
if there’s ever an issue with your order, we’ll do our best to make it right.

NATURE OF OUR PRODUCT

HiLo is a chilled, ready-to-eat product, and as such, we do not accept returns
once your order has been delivered.

We also cannot offer refunds based on:

• A change of mind
•  Personal taste preferences
• Failure to receive or store the product according to our instructions
• Late delivery due to circumstances beyond our control (e.g. courier delays,
  natural disruptions)

SPOILED OR DAMAGED ORDERS

If your order arrives spoiled or damaged, please notify us within 24 hours of
delivery.
To help us investigate and resolve your issue, please include:

• A clear photo of the product in its original packaging
• A clear photo of the batch number (printed on the side or bottom of the
  cup)
• A brief description of the issue
• Your order number

Send all of this to: info@hiloprotein.co.za

We’ll review the issue and, if eligible, offer a replacement or partial refund,
depending on the situation.

OUR RIGHT TO REFUSE REFUNDS

We reserve the right to decline refund or replacement requests:

• If evidence is incomplete or unclear
• If the product was not stored correctly after delivery
• If the issue reported is unrelated to the product condition (e.g. personal
  dislike, portion size, packaging design)
• If the claim is submitted after 24 hours from delivery
  We’re here to help — but we also want to protect our team and products from
  abuse.

NEED HELP?

We genuinely care about your experience.

If you have questions, reach out to us at:

Email: info@hiloprotein.co.za

or reach out to us via our Hilo Hotline

COOKIE POLICY

Last updated: 25 April 2025

Aripops (Pty) Ltd (“we,” “us,” or “our”) uses cookies and similar tracking technologies to enhance your browsing experience on our website (www.hiloprotein.co.za) and to collect information about how users interact with our Services. This Cookie Policy explains what cookies are, how we use them, and how you can manage your preferences.

By continuing to use our website, you consent to our use of cookies in accordance with this policy.

WHAT ARE COOKIES?

Cookies are small text files stored on your device (computer, smartphone, or tablet) when you visit a website. Cookies allow the website to recognise your device and remember information about your visit, such as your preferences or login details.

Cookies may be session cookies, which are temporary and deleted when you close your browser, or persistent cookies, which remain on your device until they expire, or you delete them.

TYPES OF COOKIES WE USE

• Essential Cookies

These cookies are necessary for the proper functioning of our website and services. Without these cookies, certain features, like shopping cart functionality, cannot operate.

Example: WooCommerce cookies used to process orders and manage cart functionality.

• Performance and Analytics Cookies

These cookies collect information about how users interact with our website, such as pages visited and time spent on the site. This data helps us improve the website’s performance and user experience.

Example: Google Analytics cookies.

• Functionality Cookies

These cookies remember your preferences, such as language settings or login details, to provide a more personalised experience.

Example: Cookies that save your shipping and billing information for faster checkout.

• Marketing and Advertising Cookies

These cookies track your browsing activity to deliver targeted advertisements relevant to your interests. They may also limit how often you see an ad and help measure the effectiveness of advertising campaigns.

Examples: Cookies used by social media platforms like Facebook, Instagram, and their respective advertising tools.

• Third-Party Cookies

Some cookies are placed by third-party services that we use, such as payment gateways, social media integrations, or embedded content providers.

Examples: Payment processor cookies and cookies from social media platforms like Instagram, Facebook, and Twitter.

COOKIES WE USE

Below is a list of the cookies we may use and their purpose:

HOW TO MANAGE COOKIES

You can control and manage cookies through your browser settings. Most browsers allow you to:

• View cookies stored on your device.
• Block or delete all or specific cookies.
• Set preferences for accepting cookies.

Note: Disabling certain cookies may affect the functionality of our website and limit your ability to use certain features, such as shopping cart functionality.

Steps to manage cookies in popular browsers:

• Google Chrome: Manage Cookies
• Mozilla Firefox: Manage Cookies
• Safari: Manage Cookies
• Microsoft Edge: Manage Cookies

THIRD-PARTY COOKIES

Some cookies on our website are set by third parties, such as:

• Payment Processors: For secure payment processing.
• Social Media Platforms: Instagram, Facebook, and Twitter cookies enable content sharing, engagement, and targeted advertising.
• Analytics Providers: To track and measure website usage and improve user experience.

Please review the privacy policies of these third parties for more information on their cookie practices.

YOUR RIGHTS

Under POPIA and GDPR, you have the right to:

• Withdraw consent for cookies at any time.
• Request information about the cookies we use.
• Manage your cookie preferences via the cookie banner on our website.

To exercise your rights, contact us at info@hiloprotein.co.za

UPDATES TO THIS POLICY

We may update this Cookie Policy from time to time to reflect changes in our practices or legal requirements. Updates will be posted on this page, and the “Last updated” date will be revised.

CONTACT US

If you have any questions or concerns about our Cookie Policy, contact us at:

Email: info@hiloprotein.co.za

or reach out to us via our Hilo Hotline

PRIVACY POLICY

Last updated: 25 April 2025

Aripops (Pty) Ltd (referred to as “we,” “us,” or “our”) respects your privacy and is committed to protecting your personal information. This Privacy Policy explains how we collect, use, disclose, and safeguard your personal data in compliance with the Protection of Personal Information Act (POPIA) and General Data Protection Regulation (GDPR). It applies when you visit, use our services, or make a purchase from www.hiloprotein.co.za otherwise engage with us regarding our services (collectively, the “Services”).

By accessing or using our Services, you confirm that you have read, understood, and agreed to the terms of this Privacy Policy. If you do not agree, please do not use our Services. We take your privacy seriously and continuously strive to ensure that all aspects of this policy reflect our commitment to safeguarding your information.

INTERPRETATION AND DEFINITIONS

INTERPRETATIONS

The words of which the initial letter is capitalised have meanings defined under the following conditions. The following definitions shall have the same meaning regardless of whether they appear in singular or plural.

DEFINITIONS

Account: A unique account created for You to access our Service or parts of our Service.

Affiliate: An entity that controls, is controlled by, or is under common control with a party.

Cookies: Small files placed on Your computer, mobile device, or any other device by a website, containing details of Your browsing history.

Personal Data: Any information that relates to an identified or identifiable individual.

Service: Refers to the Website and related services.

Service Provider: Any third-party company or individual employed to facilitate or analyse the use of the Service.

Usage Data: Data collected automatically, either generated by the use of the Service or from the Service infrastructure itself (e.g., the duration of a page visit).

You: The individual accessing or using the Service, or the company or other legal entity on behalf of which such individual is accessing or using the Service.

CHANGES TO THIS PRIVACY POLICY

We may update this Privacy Policy from time to time to reflect changes in our practices, legal requirements, or other reasons. Any updates will be posted on the Site with a revised “Last updated” date. You will be notified of significant changes via email or through prominent notices on the Site. We encourage you to review this policy periodically to remain informed about how we are protecting your data.

1. INFORMATION WE COLLECT

Information You Provide Directly

• Contact Details: Name, address, email address, and phone number.
• Order Information: Details of products purchased, billing and shipping address, and payment confirmation.
• Account Information: Username, password, and security questions for account management.
• Customer Support: Information you provide when contacting us for support, including details of your inquiries and the resolution process.

2. INFORMATION WE COLLECT AUTOMATICALLY

• Device and Browser Information: IP address, browser type, operating system, and device information to optimize the user experience.
• Usage Data: Pages visited, time spent on the Site, interaction with content, and navigational patterns.
• Cookies: Information collected through cookies and similar tracking technologies (see our Cookie Policy).

3. INFORMATION FROM THIRD PARTIES

• Social Media Accounts: Data from services like Google, Facebook, and Instagram when you log in or create an account using these platforms.
• Analytics Providers: Data from tools like Google Analytics to measure and analyse user behaviour.
• Marketing Partners: Information to tailor ads and offers, including services like MailChimp.

HOW WE USE YOUR INFORMATION

We use your personal data for the following purposes:

• To Provide and Improve Services: Processing payments, fulfilling orders, managing accounts, and optimising your user experience through tailored interactions.
• Marketing and Advertising: Sending promotional messages, tailored advertisements, and special offers (subject to your consent where required).
• Security and Fraud Prevention: Detecting, investigating, and preventing fraudulent activities or breaches to protect your data and our systems.
• Compliance with Legal Obligations: Meeting regulatory requirements and responding to legal inquiries in a transparent and accountable manner.
• Customer Support: Assisting with inquiries, troubleshooting issues, and ensuring you have a seamless experience with our Services.
• Business Transfers: Evaluating or conducting mergers, restructurings, or sales of Company assets.

COOKIES

We use cookies and similar tracking technologies to:

• Enhance your browsing experience and provide a personalized experience.
• Analyse website usage and performance for continuous improvement.
• Deliver targeted advertisements aligned with your preferences.

Our Site uses cookies provided by WooCommerce to power e-commerce functionalities, including:

• Cart Functionality: To keep track of items in your shopping cart and ensure a smooth checkout experience.
• Session Management: To manage your login session and user preferences securely.
• Order Processing: To ensure your orders are processed accurately and efficiently.

For more details, refer to our Cookie Policy ([Insert Link]). You can manage your cookie preferences through your browser settings, but please note that disabling cookies may affect certain functionalities of the Services.

YOUR RIGHTS

Under POPIA and GDPR, you have the following rights:

• Access: Request a copy of your personal information, along with details on how it is processed.
• Correction: Update inaccurate or incomplete data to ensure accuracy.
• Deletion: Request that we delete your data (subject to legal and contractual obligations).
• Objection: Object to certain data processing activities, such as direct marketing.
• Data Portability: Request transfer of your data to another organisation in a structured, machine-readable format.
• Withdraw Consent: Revoke consent for data processing at any time without affecting the lawfulness of processing based on consent before its withdrawal.

To exercise your rights, contact us at info@hiloprotein.co.za. We may require verification of your identity to prevent unauthorised access to your data.

DATA SECURITY

We take appropriate measures to protect your personal data, including:

• Encryption of sensitive data to prevent unauthorised access.
• Secure servers and networks to maintain data integrity.
• Regular security assessments to identify and address vulnerabilities.

However, no system can guarantee 100% security. Notify us immediately at info@hiloprotein.co.za if you suspect any unauthorised access or activity involving your information.DATA RETENTION

We retain your data only as long as necessary to fulfil the purposes outlined in this policy, comply with legal obligations, or resolve disputes. Retention periods vary depending on the type of data and applicable laws. For example, transaction data may be retained for accounting and audit purposes.

CHILDREN’S PRIVACY

Our Services are not directed at children under 18. We do not knowingly collect personal information from children. If you believe we have collected data from a child, contact us at info@hiloprotein.co.za to request deletion.

INTERNATIONAL DATA TRANSFERS

If you are accessing our Services from outside South Africa, note that your information may be transferred to and processed in other countries with different data protection laws. We ensure appropriate safeguards, such as Standard Contractual Clauses, are in place for international transfers to protect your data.

THIRD-PARTY LINKS

Our Site may contain links to external websites. We are not responsible for the privacy practices of these sites. We recommend reviewing their privacy policies before providing personal information. Such links are provided for your convenience and do not signify endorsement by us.

CONTACT US

For questions or concerns about this Privacy Policy or to exercise your rights, contact us at:

Email: info@hiloprotein.co.za

or reach out to us via our Hilo Hotline