Payment and escrow
How payment works and why the money reaches the creator only after your approval.
You pay at booking by card or from your wallet. The money then sits in escrow with our payment provider Stripe, not with the creator.
It is paid out only when you approve the video. If you don't respond within 72 hours after delivery, the video counts as approved; the window only starts once you can watch the preview.
The price consists of the creator's fee, any extras and Hookline's service fee (10 % by default), each plus VAT where it applies. Checkout shows every line.
If an order is cancelled before production starts, you get the full amount back to the original payment method.
A card payment failed? Usually the bank declined because of 3-D Secure or a limit. Try again or pay from your wallet; the slot stays held until the 30 minutes are up.
Related articles
- Top up and use your walletPrepay a balance to pay for orders, bonuses and license renewals without a card.
- Review a video, request changes, approveWatermarked preview, two revision rounds included, approval and downloading the original.
- Open a disputeWhat happens if you can't agree, and how Hookline decides.
- Invoices, credit notes and verification codeWhich documents are created automatically, where to find them and how to check they're genuine.