Hoopla Guarantee

Revision: 1.0.0
Last Updated: May 25th, 2022

We understand that anything can happen at anytime, and sometimes things do go wrong, but that does not mean we cannot provide you with excellent service. It is our guarantee that we will provide you with an amazing experience from the moment you book, to the completion of the gig, whatever it takes.

Complete security

Any payment you make through Hoopla is 100% secure. We use bank-level security through Stripe for all credit card transactions and never store your card or bank account information, making your transaction completely secure and safe. Additionally, we use HTTPS across the whole site, have a firewall on all our servers, run quarterly security audits, and maintain PCI compliance.

Amazing service

If there are any other concerns, problems, or issues with your Hoopla experience, our Customer Support team will be glad to help you. If your vendor cancels on you, we will do everything in our power to find a replacement as quickly as possible. So contact us for anything you need!

User Service Fee

Revision: 1.0.0
Last Updated: May 25th, 2022

Hoopla applies a small fee to every booking through our site, the base booking price made through Hoopla is sent on to the Experience Creator. We apply this fee in order to cover costs associated with collecting and administering payments, providing the best experience possible, and general maintenance to the platform so it remains safe and easy to use.

How much?

The service fee is 8% of the total booking price.

Where is the fee listed?

After you have provided your basic details for the gig and selected Book Now, fee details will be provided before final booking submission.

Experience Creators Payout and Service Fee

Revision: 1.0.0
Last Updated: May 25th, 2022

Payouts

Hoopla splits the payouts into two installments. The first installment will be a 20% down payment upon confirmation of the booking. (Please note that Experience Creators have 48 hours from notification to confirm a booking, otherwise the booking is automatically canceled. Hoopla will provide multiple reminders via notification regarding confirmations if left unattended).

The second installment will occur upon marking the booking complete when the gig is completed. Only after marking the booking complete, will the process begin to receive the remaining 80% of the payout.

Tips

All tips are paid to the Experience Creator immediately upon receipt from the user, less the standard transaction fee of ~ 3%

Service Fee

Hoopla applies a fee to every booking made through our platform. We collect this fee in order to cover costs associated with taking credit card payments, distributing deposits and balances, and general maintenance to the site so it remains safe and easy to use for both you and the client. The service fee is applied when a booking is confirmed by the Experience Creator, through the Hoopla platform.

How much?

The service fee for Experience Creators is 12% of the total booking price.

How does it work?

The service fee is applied to your total booking price but will be split between the two payout installments, with a portion being taken from each. For example, if the Gig is booked for a total of $100, the service fee will be a total of $12 (12% of $100), therefore your total payout will be $88.

Hoopla provides an initial installment of 20% upon confirmation of booking, in this case $20, less $2.40 service fee (12% of $20) for a difference of $17.60.

When the gig is marked complete by the Experience Creator, Hoopla will provide the remaining balance of $80 less the $9.60 service fee (12% of $80) and send $70.40.

Initial Installment: $17.60
Final Installment: $70.40
Total Payout: $88.00

Refund and Cancellations

Revision: 1.0.0
Last Updated: May 25th, 2022

Hoopla encourages Users and Service Providers to manage booking changes amongst themselves, however, we understand that sometimes things just happen and you need our help. If you are having trouble rescheduling or modifying your booking, please do not hesitate to contact Hoopla at support@hoopla.com and a team member will be able to assist you in your request.

With Cancellations, Hoopla has a Grace Period that allows both the User and the Experience Creator some time to consider whether the booking is appropriate. Within this Grace Period, cancellations, full refunds are provided. Outside of the Grace Period, penalty fees will be assessed. (Note that some of the timelines may differ depending on how quickly between booking and Service starts time). Again, Hoopla is here to help, so please do not hesitate to reach out for any questions or concerns.

Hoopla will not provide any refunds for cancellations within 24 hours of the start of Service

Grace Period

• Users have 48 hours to cancel from confirmation date of the Experience Creator.
• The Experience Creator has 48 hours to confirm the booking otherwise, booking is automatically canceled. All Booking confirmations must be made more than 24 hours before the gig, therefore grace period could vary depending on the timing of the service booking.

Cancellation Fees outside of Grace Period

• If the User cancels outside of the Grace Period, the customer will be assessed a 18% cancelation fee. The Service Fee will not be refunded.
• If the Experience Creator has received the deposit, the deposit will be recuperated unless proof is provided for materials purchased directly related to the service
• If an Experience Creator cancels outside of the Grace Period, the customer will be fully refunded and the Experience Creator will be assessed a cancelation fee of 35% of Booking Fee plus return of Down Payment
• If the Experience Creator cancels within 24 hours of Start of Service, the User will be fully refunded and the Experience Creator will be assessed a cancelation fee of 50% + plus return of Down Payment (20%)

Non Refundable

• Any Service canceled by the User within 24 hours of gig are nonrefundable