GUESTS/ARTISTS
The Answers You Need
HOW DO I BOOK A SERVICE PROVIDER?
There’s not much to it.
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Artists - Just fill out the Service Inquiry form HERE and tell us what you need based on the descriptive details provided from genre to budget to due date and/or any further specific notables mentioned and we’ll Hook you up. As creatives who work hard for your money, we don’t want to add any extra financial pressure from you so using our services are at no cost to you!
WHAT SHOULD I DO IF SOMEONE ASKS ME TO PAY OUTSIDE OF THE HOOK'S PAYMENT PORTAL?
Immediately decline and inform your MOD of the request. The HOOK's infrastructure is designed to protect the interests of both our Service Providers and Clients and any transactions made outside of the HOOK's arrangements are outside of our realm of assistance.
WHAT IF I NEED TO CANCEL MY SERVICE?
We understand that sometimes plans can change that may require you to have to cancel your service request, if for whatever reason this is the case for you, you should inform your MOD immediately. You have up to 72 hours prior to service booking to cancel/reschedule without penalty. Any cancellations within less than 72 hours notice will result in loss of your deposit (or your deposit may be used as a credit towards your next service if you choose to reschedule within 3 months)
WHEN AM I CHARGED FOR A SERVICE?
Once the Service Provider accepts your request, you will be sent an invoice outlining the payment and deposit details. Your payment method will be accepted as soon as your reservation is confirmed. If you chose a payment plan, you’ll pay a portion of the total when your reservation is confirmed, and the remaining balance will be due upon the date(s) listed at checkout.
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Whether the service reservation is two days or two months away, we hold the total or final payment until 24 hours after the due date before giving it to the Service Provider. This gives both you and your referral some added time to make sure that everything is as expected and to adjust the invoiced total if needed.
HOW DO PAYMENT PLANS WORK?
This is the arranged agreement of the job selected or made directly with the Service Provider. All terms and conditions of the payment plan will be honoured by The HOOK. All payment plans will have to go through a credit card.
DO I HAVE TO PAY IF MY RESERVATION REQUEST IS DECLINED BY THE HOST?
No—if your service request isn’t accepted by the Service Provider or expires without a response, there’s no cost for the service or any HOOK service fees.
DO I GET A FULL REFUND IF I CANCEL?
If you cancel a service request, your refund amount is determined by your Service Provider’s cancellation policy and how far into the service/project at the time of your cancellation. If you’d like to request a bigger refund from your Service Provider, you can send a request through our CONTACT page. Any additional refund will be at your Service Provider's discretion.
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In rare cases, you may be eligible for a full refund if you had to cancel due to an extenuating circumstance.
WHEN WILL I GET MY REFUND?
Most refunds arrive within 10 days, but for some payment methods and regions, it might take longer.
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We process your refund on the day your service is cancelled. Once we send it, the refund is on its way, and your payment provider (for example, your bank or credit card issuer) will have the most up-to-date info about when funds will arrive.
HOW DO I REQUEST A REFUND FROM MY SERVICE PROVIDER FOR A PROBLEM I ENCOUNTERED WITH THEIR SERVICE?
If you encountered a problem (e.g. the graphic work came back blue instead of red) with the service received, you can request a partial refund from your Service Provider through our Resolution Centre/CONTACT page.
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If you and your Service Provider aren’t able to come to an agreement within 72 hours, you will have the option to ask The HOOK for help mediating.
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Note: You have up to 60 days after your reservation's checkout date to submit a Resolution Centre/CONTACT page request.
WILL MY REFUND BE ISSUED AUTOMATICALLY?
Yes. We’ll automatically send any eligible refund to the payment method you used when you booked the service. Keep in mind that it may take your payment provider up to 10 business days or longer to deposit the money into your account.
SHOULD I TIP MY SERVICE PROVIDER?
It's up to you. Your Service Provider set a price they expect will fully cover your experience. If you want to show appreciation for your Service Provider, write a review encouraging other guests to book with them.
HOW DOES THE HOOK HANDLE SECURITY DEPOSITS?
Security deposits can be required either by The HOOK or by the Service Provider. All security deposit requests are based on their in-house services, features and/or the timing of a service required, and are never requested based on anyone’s race, national origin, ethnicity, sex, gender identity, or age.
Note: All payments, including security deposits, should always be made through The HOOK. Don’t ever exchange money outside of The HOOK’s website.
HOW DO REVIEWS WORK FOR SERVICES COMPLETED?
All the reviews on the HOOK are written by Service Providers and clients who have commissioned their service via the HOOK. In addition to a written review, clients are also asked to provide star ratings on their experience with our Service Providers.
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After service completion, both client and Service Provider will have 14 days to complete their reviews. To encourage impartial and honest comments, reviews are posted only after both parties have submitted their review, or once the 14-day period has ended.
HOW DO I LEAVE A REVIEW?
To leave a review for a recent transaction, go to your REVIEWS portal or CLICK HERE. Reviews are limited to 1,000 words and must follow the HOOK's Review Policy. The best reviews include information that will help future Service Providers and clients in their decision to book with us.
For example, you can share about your interactions with your clients, Service Provider, or their affiliates, and clients can highlight qualities that made the service experience special (like great customer service).
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As part of the review process, you’ll also have the option to leave private feedback for your Service Provider or client. These private comments are shared at the same time that the reviews are posted.