Cancellation policy

This cancellation policy governs bookings made through the hob-hob platform. By using the platform, users agree to the terms set out below.

Hob-hob operates solely as an intermediary platform connecting explorers (users booking experiences) and creators (users offering experiences). Hob-hob is not a contractual party to agreements between users and does not organise, host or provide experiences.

1. Cancellation by explorers

1.1 Unless otherwise stated in the applicable experience listing, a standard 24 hour cancellation policy applies to all bookings. Certain experiences, including cooking, baking or food related experiences, may be subject to a 48 hour cancellation policy due to preparation and ingredient related requirements. The applicable cancellation period is displayed in the relevant experience listing before booking.

1.2 If an Explorer cancels within the applicable cancellation period stated in the experience listing, the Explorer is entitled to a refund of the amount paid for the experience.

1.3 If an Explorer cancels after the applicable cancellation period stated in the experience listing has expired, no refund will be issued and the full amount remains with the creator.

1.4 Hob-hob may facilitate refunds through the payment provider, but does not control the underlying payment processing system. Processing times depend on the payment provider and the user’s bank.

1.5 Transaction fees charged by payment providers are non refundable. The creator is responsible for any transaction fees, including in cases of cancellation, unless explicitly stated otherwise in separate agreements.

1.6 Any exceptions, goodwill refunds or alternative arrangements are solely at the discretion of the creator and explorer. Hob-hob is not involved in such arrangements.

1.7 In case of a valid refund under this policy, the hob-hob commission included in the booking amount will be refunded to the explorer together with the experience price. Transaction fees charged by the payment provider remain non refundable and are borne by the creator.

2. Cancellation by creators

2.1 If a creator cancels an experience, the explorer is entitled to a full refund of the amount paid.

2.2 Hob-hob may facilitate the refund through the payment provider, but does not guarantee processing timelines.

2.3 The creator remains responsible for any applicable transaction fees, including fees charged by Stripe or other payment providers.

2.4 Any rescheduling, compensation or alternative arrangements are the sole responsibility of the creator. Hob-hob is not liable for cancellations initiated by creators.

2.5 In case of a creator cancellation, the full amount paid by the explorer, including any hob-hob commission, will be refunded. Transaction fees charged by the payment provider remain the responsibility of the creator.

3. Payments, refunds and disputes

3.1 All payments on hob-hob are processed through third party payment providers such as Stripe. Hob-hob does not provide payment services and does not act as a financial institution.

3.2 Hob-hob does not guarantee refund outcomes, payment processing times or the performance of payment providers.

3.3 Hob-hob is not responsible for disputes, chargebacks or refund claims between users. Such matters must be resolved directly between explorer and creator or through the relevant payment provider.

3.4 Hob-hob may, at its sole discretion, provide limited support in resolving disputes but is under no obligation to intervene.

4. No shows

4.1 If an Explorer does not attend the booked experience and does not cancel within the applicable cancellation period stated in the relevant experience listing, no refund will be issued.

4.2 If a creator fails to deliver an experience, the explorer may be entitled to a refund in accordance with this policy. Claims may also be raised through the payment provider. Hob-hob does not guarantee outcomes of such claims.

4.3 Hob-hob reserves the right to suspend or remove creators who repeatedly fail to fulfil confirmed bookings.

5. Fraud and misuse

5.1 Hob-hob reserves the right to investigate suspected abuse of this cancellation policy, including repeated cancellations, fraudulent bookings or misuse of refunds.

5.2 Hob-hob may take appropriate action, including account suspension, restriction or removal from the platform.

6. Liability

6.1 Hob-hob provides the technical infrastructure for bookings and payments but is not responsible for the execution, quality, safety, legality or delivery of experiences.

6.2 To the extent permitted by law, hob-hob excludes any liability for indirect damages, loss of profit, loss of opportunity or consequential damages arising from cancellations, no shows or disputes between users.

6.3 Hob-hob’s role is limited to facilitating the application of this cancellation policy and enabling payment processing through third party providers.

7. Changes to this cancellation policy

7.1 Hob-hob may update this cancellation policy at any time to reflect changes in operations, legal requirements or platform functionality.

7.2 Updated versions will be published on the platform.

7.3 Continued use of the platform after publication of an updated version constitutes acceptance of the updated policy, where legally permissible.

8. Contact

8.1 For questions regarding this cancellation policy, users may contact hello@hob-hob.com.

Last updated: May 2026