Frequently Asked Questions

What is The HOOK and how does it work?

The HOOK is a music and entertainment referral hub, specializing in on-demand artist management services as well as Sync Licensing placements. Artists and entertainers can commission stand alone or bundled services via our online digital platform. All service referrals are assigned via our in house Entertainment Specialists aka our Managers on Demand (MODs)

What payment methods does The HOOK accept?

The HOOK accepts payments via EMTs (email money transfers), Cash, and all major credit cards in both Canadian and US currency. (pending service selected and location)

What do you do?

We are a multifaceted company who has perfected the art of preferred networking, or as we like to call it, customized connections. We love bringing people, services and products together, primarily for the purpose of enhancing the Canadian music and entertainment industry for both artists and audiences alike. We strive to connect our artists to whatever they may need in order to make the journey towards their goals more attainable, in a more convenient, digestible and efficient manner.

Simply put, we just want to help whomever, however and whenever we can! Yes, that means you too!

Who can use The HOOK's services?

We cater to anyone that touches the music and entertainment industry. If you need it, we want to help you get it. Whether you need an entertainment lawyer, beat maker, studio time, producer, vocal coach, grant writer, photographer, videographer, or other... you name it, we cater to it based on genre, specialty, preferences and budget.

How can I collaborate with The HOOK?

The game remains the same – we you to leverage our resources to help further your cause. Send us an email at thehookandco@gmail.com (or CLICK HERE) telling us about your endeavour and someone will be in touch to discuss further details and possibilities of creating something meaningful.

How does The HOOK help build trust between service providers and clients?

We strive to provide our Service Providers and clients with the right tools to make informed decisions regarding who they interact with on the site, and in the real world. The HOOK offers a number of features that help build trust and cultivate a transparent community marketplace, including our feedback/review system, identity verification, service vetting and more.

At the HOOK, we want to build the world's most trusted and reliable community of quality service providers. To help ensure our members' safety, we dedicate a knowledgeable and experienced team to monitor any suspicious activity in our marketplace.

If you encounter an emergency situation, or if your personal safety is threatened through any HOOK related interactions between the Service Provider and/or client, please contact local police or emergency services immediately. You can help our efforts by reporting suspicious or inappropriate activity on a person’s profile, listing, or messages.

How do I book a service provider?

There’s not much to it. For 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. 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. 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.

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. 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.

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.

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). 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.

How does it work?

Service/Product providers – If you would like to become part of The Hook & Co.’s family so you can have your business referred, simply contact us and we’ll send you the details on getting things started for you.

Who can apply to be a service provider with The HOOK?

Behind every service, is a real person who can provide the quality service required to make happy clients. Almost anyone can be a Service Provider. It's free to sign up and get started! CONTACT US HERE if you would like to sign up to be one of our Service Providers today.

How do I create an account?

If you don't have an HOOK account yet, go to www.hookandco.com and click Sign Up. It’s a simple and easy process to sign up and completely FREE to join our community. After registering, be sure to complete your profile before accepting a service booking.

How do I contact a client who's going to book my service?

Once your profile is published on The HOOK, clients can book any dates/services you’ve made available on your calendar. When they do, you’ll get a confirmation email with the names and required details under each reservation. There you’ll find further instructions on how to message them through the HOOK.

We recommend sending a message to your clients to introduce yourself, build rapport, and answer any questions they may have prior to starting any work.

How do reviews work for services completed?

How do I write a review?

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.

How do star ratings work for services completed?

In addition to written reviews, clients can submit star ratings for their service experience. Service Providers can view their star ratings on their page, under REVIEWS.

For Example, clients can give ratings on:
• Overall experience. (ex. Overall, how was the experience?)
• Customer Service. (ex. Did the client feel that the Service Provider was clean and tidy?)
• Accuracy. (ex. How accurately did the Service Provider’s profile represent their expertise?)
***clients should be able to find up-to-date info and photos in the listing description.
• Value. (ex. Did the client feel that the service provided appropriate value for the price paid?)
• Communication. (ex. How well did the Service Provider communicate before and during the service?)

In each category, Service Providers are able to see their average ratings, how clients rated similar Service Providers, and, in some cases, tips to help improve their future bookings.

The number of stars displayed at the top of a listing page is an aggregate of the primary scores clients have given for that Service Provider. At the bottom of a listing page, there's an aggregate for each category rating. A Service Provider needs to receive star ratings from at least 3 guests before their aggregate score appears.