Refund Policy

1. How Payment Works on Hooks.ly

Hooks.ly is a marketplace that connects Clients with independent Guides. Hooks.ly does not currently process payments and does not charge or refund your card. You arrange and make payment for a Trip directly with the Guide — commonly by Venmo, Zelle, or cash. There are no platform fees, service fees, or booking fees; you pay exactly the price the Guide lists.

Because payment is made directly to the Guide, cancellations and refunds are handled directly between you and the Guide in accordance with the Guide's cancellation policy. (When Hooks.ly introduces built-in online card payment in the future, this policy will be updated to describe platform-processed refunds.)

2. Guide-Set Cancellation Policies

Each Guide sets their own cancellation and refund policy, shown on their profile and trip details. By booking, you agree to that Guide's policy — please review it before you confirm. A Guide's policy typically defines:

• Full refund window: Cancel far enough ahead (e.g., 30+ days) and the Guide refunds in full.
• Partial refund window: Cancel closer to the date (e.g., 15–29 days) for a partial refund.
• No-refund window: The period just before the Trip when cancellations are non-refundable.
• Weather policy: How weather-related cancellations are handled (reschedule, refund, etc.).

3. Requesting a Cancellation or Refund

To cancel or reschedule, contact your Guide directly through your Hooks.ly message thread as early as possible. Any refund is issued by the Guide, by the same method you paid (e.g., Venmo or Zelle), according to their cancellation policy.

If you can't reach your Guide or need help, email [email protected]. We can help facilitate communication, but because Hooks.ly does not hold or process your payment, we cannot issue a refund on a Guide's behalf.

4. Guide Cancellations & Weather

If a Guide cancels a confirmed Trip, you should receive a full refund of anything you paid them. Weather and force-majeure cancellations are handled per the Guide's policy — many Guides reschedule or refund weather days. Arrange the outcome directly with your Guide.

5. Disputes

Since payment is made directly to the Guide, payment disputes are between you and the Guide. If you have a problem, first contact the Guide through your message thread. If you can't resolve it, contact [email protected] and we'll do our best to help mediate. Unresolved disputes are handled under the dispute-resolution provisions of our Terms of Service.

6. Contact

For refund inquiries, contact us at:

Guidepole LLC
Seattle, WA
Support: [email protected]