Refund & Cancellation Policy
Last updated: 12 July 2026
1. Who this policy applies to
This policy is issued by Markt AI Ltd (trading as Hook), a company registered in England and Wales (company no. 16133663), registered office 128 City Road, London EC1V 2NX, United Kingdom ("Hook", "we", "us"). Our parent company is Hook AI, Inc., a Delaware, USA corporation.
This policy applies to everyone who subscribes to Hook, wherever they are in the world: businesses, sole traders, and individual consumers. Most people who use Hook are businesses, but signup is open to anyone, so we distinguish below between:
- a "consumer" — someone acting wholly or mainly outside their trade, business, craft, or profession; and
- a "business customer" — everyone else, including sole traders, partnerships, and companies acting for business purposes.
This policy sits alongside our Terms of Service. If the two conflict on billing or cancellation, this policy takes precedence.
For any question about this policy, or to request a cancellation, refund, or billing correction, contact contact@askhook.com.
2. Our plans, in brief
Free plan. Hook offers a free tier so you can try the product before paying for anything. No payment details are required to use the Free plan, and it is not subject to this refund policy in the way paid plans are, since no money changes hands.
Paid plans. Paid subscription plans (currently Starter and Growth) are billed monthly or annually in advance, at the price and for the features shown at checkout and in your account.
Auto-renewal. All paid subscriptions automatically renew at the end of each billing period (monthly or annually) for a further period of the same length, at the then-current price, until you cancel. By subscribing, you agree to this recurring billing arrangement.
Renewal reminders. We will send you a reminder email in advance of each renewal, and in particular before any annual renewal, so you have the opportunity to review, change, or cancel your plan before you are charged again. It is your responsibility to keep your account email address up to date so these reminders reach you.
3. How to cancel
Self-serve cancellation. You can cancel your paid subscription at any time from within your account billing settings in the Hook app.
Cancel by email. If you are unable to cancel in-app for any reason, email contact@askhook.com with your account details and we will process the cancellation for you.
Effect of cancellation. When you cancel:
- your subscription will not renew at the end of the current billing period;
- you will continue to have access to your paid plan's features until the end of the billing period you have already paid for; and
- no further charges will be made after that period ends.
No partial-period refunds for business customers. If you are a business customer, cancelling part-way through a billing period does not entitle you to a refund or credit for the unused portion of that period, except where the statutory cooling-off right (section 4) or a goodwill refund (section 5) applies.
4. Consumers: your statutory 14-day cooling-off right
If you are a consumer (see section 1) contracting with us from the UK or EU, you generally have a statutory right to cancel your subscription within 14 days of subscribing, without giving a reason, under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 (and equivalent EU consumer protection law). This is separate from, and in addition to, the cancellation process in section 3. Business customers have no statutory cooling-off right and are not covered by this section.
How to exercise this right. Contact contact@askhook.com within 14 days of your subscription starting and tell us clearly that you wish to cancel. We will confirm your cancellation and refund you within 14 days of being notified.
If you ask us to start immediately. Because Hook's analysis and AI features are available to you from the moment you subscribe, at checkout we ask you to confirm that you want the service to begin immediately, during the 14-day cooling-off period, and that you understand and accept that:
- if you cancel before the service has been fully performed, you may still owe us a reasonable amount for the service actually supplied up to the point you cancel; and
- if the service is fully performed within the 14 days (for example, because you have used the paid features throughout that period) before you cancel, you lose your right to a full refund under this cooling-off right.
We capture this consent as a checkbox or equivalent explicit confirmation at checkout, and keep a record of it. If you do not give this consent, we may not be able to provide immediate access to paid features until the 14-day period has ended.
This cooling-off right does not affect any right you separately have under section 5 to request a goodwill refund.
5. Refunds outside the statutory cooling-off period
No general contractual refund right. Other than the statutory cooling-off right described in section 4 (which applies only to eligible consumers within the first 14 days), Hook does not offer contractual refunds for subscription fees already charged — for either consumers or business customers. This includes refunds for unused time after cancellation, partial-month use, or a decision to stop using the product.
Goodwill refunds. Notwithstanding the above, we may, at our sole discretion, grant a full or partial refund on a case-by-case basis — for example, where there has been an exceptional circumstance affecting your ability to use Hook. Granting a goodwill refund in one case does not create an obligation to do so in any other case, and does not amend this policy.
To request a goodwill refund, email contact@askhook.com explaining your circumstances. We aim to respond within 5 business days.
No service-level agreement. Hook does not currently offer a contractual service-level agreement (SLA) or guaranteed uptime commitment, and does not provide a contractual remedy (such as automatic service credits) for downtime or outages. However, in the event of a sustained outage materially affecting your ability to use paid features, and where that outage is caused by our fault, we may, at our sole discretion, grant a discretionary credit or extension to affected accounts. This is not a guaranteed entitlement and is assessed case by case.
6. Billing errors
If you believe you have been charged incorrectly — for example, charged twice, charged after a cancellation was confirmed, or charged the wrong amount — contact contact@askhook.com as soon as possible with your account details and the transaction in question.
Where we confirm a billing error on our part, we will correct it and refund the incorrect amount, regardless of whether the statutory cooling-off period in section 4 has passed. This is separate from, and does not depend on, the discretionary goodwill refunds described in section 5.
We recommend raising billing errors within 90 days of the charge to allow us to investigate effectively; this does not affect any longer statutory limitation period you may have.
7. Downgrades and plan changes
If you switch from a higher-priced plan to a lower-priced plan (a downgrade), the change generally takes effect at the start of your next billing period, and no refund is given for the difference already paid in the current period.
If you upgrade to a higher-priced plan, we may charge the difference immediately or at your next renewal, depending on how the upgrade is presented to you at the time.
8. What happens to your data on cancellation
Cancelling your subscription does not delete your account or your data. Your workspace data — including scraped and analysed content, creative blueprints, chat history, and uploaded knowledge-base files — is kept for as long as your account exists, so that you can resume a paid plan later without losing your work.
If you want your data deleted, you can request this at any time by emailing contact@askhook.com, or by deleting your account/ecosystem where that option is available in-app. Once deletion is actioned, data is removed from active systems, with residual copies removed from backups within a further period (see our Privacy Policy for the current backup-retention window).
You may request an export of your data before cancelling or deleting your account by emailing contact@askhook.com.
Billing records (invoices, payment confirmations) are retained for longer, for statutory accounting and tax purposes, as set out in our Privacy Policy.
9. Consumer statutory rights are not affected
Nothing in this policy limits or excludes any statutory right you have as a consumer under the Consumer Rights Act 2015 or other applicable consumer protection law — including your rights if the service we provide is not performed with reasonable care and skill, or does not match what was described to you. This policy describes our contractual and discretionary refund practices in addition to, not instead of, those statutory rights.
10. Changes to this policy
We may update this policy from time to time, for example to reflect changes in our plans or applicable law. If we make a material change, we will take reasonable steps to notify active subscribers (such as by email or in-app notice) before it takes effect for their next renewal.
11. Governing law
This document is governed by the laws of England and Wales, consistent with our Terms of Service.
12. Contact us
Markt AI Ltd (trading as Hook)
128 City Road, London EC1V 2NX, United Kingdom
Email: contact@askhook.com