Question 1

How does HOOP actually work?

Accepted Answer

You book a charge from the app. A verified pilot comes to your location, takes your EV through an OTP-secured handover, drives it to the nearest compatible charging station, charges it, and returns it to exactly where it started — with every step tracked live.

Question 2

How far in advance do I need to book?

Accepted Answer

You can book on demand or schedule a window up to seven days out. On-demand pickups in a live zone are typically assigned within minutes, with an average pickup window of around eight minutes.

Question 3

Which EVs and connectors are supported?

Accepted Answer

We support CCS2, Type 2 AC, Bharat DC-001 and GB/T. Save your vehicle once and HOOP matches its connector and accepted charging rate against live station availability on every future booking.

Question 4

Do I have to be there for pickup and return?

Accepted Answer

Someone with the OTP does. That can be you, or anyone you nominate in the app — a family member, your building security desk or an office reception. The code is what authorises the handover, not the person.

Question 5

Can I cancel after booking?

Accepted Answer

Yes. Cancelling before a pilot is assigned is always free. Once a pilot is en route, a small cancellation fee applies to cover their travel — the exact amount is shown in the app before you confirm the cancellation.

Question 6

What if the pilot cancels or nobody is assigned?

Accepted Answer

You are not charged, and any pre-authorised amount is released. If no pilot is available in your window, we notify you before the pickup time rather than leaving you waiting.

Question 7

What happens if the charging station is out of service?

Accepted Answer

The pilot re-routes to the next compatible station in the zone at no extra cost to you. If no station in range is usable, the trip is aborted, your car is returned, and you are charged nothing.

Question 8

How do refunds work?

Accepted Answer

Eligible refunds are initiated by our support team straight through Razorpay and are trackable in the app from initiated to settled. Most reach the original payment method within five to seven working days, depending on your bank.

Question 9

What if I'm charged more than the quoted fare?

Accepted Answer

You won't be. The fare is computed and locked in exact integer paise before you confirm, and the receipt is generated from that same locked figure. If the numbers ever disagree, raise it in support and the difference is refunded in full.

Question 10

How is the fare calculated?

Accepted Answer

Three components: pickup and return distance, the charging energy itself at the station's live tariff, and the HOOP service fee. All three are shown as separate lines before you confirm and again on the receipt.

Question 11

Can I use the HOOP wallet and promo codes together?

Accepted Answer

Yes. Promo codes are validated server-side against minimum trip value, cap and usage limits, then applied before the wallet balance is drawn down. Any remaining amount goes to your chosen payment method.

Question 12

Which payment methods do you accept?

Accepted Answer

UPI, credit and debit cards, net banking and the in-app wallet — all through Razorpay. Card details are tokenised by Razorpay and never stored on HOOP's servers.

Question 13

How much can a HOOP pilot earn?

Accepted Answer

Each trip pays a base fare plus a distance component, with surge in high-demand zones and windows. Per-trip earnings are visible in the pilot app before you accept, and settlements run weekly. Availability during peak windows and your rating are the two biggest levers on a weekly total.

Question 14

Do I need my own car to be a pilot?

Accepted Answer

No. Pilots drive customer vehicles, which removes the biggest capital barrier in gig driving. You need a valid commercial licence held for at least two years, a clean record and a smartphone.

Question 15

How long does pilot verification take?

Accepted Answer

Most applications complete digital KYC, licence and background checks within two to four working days. You can track the status at every stage in the pilot app.

Question 16

Where is HOOP available?

Accepted Answer

We launch zone by zone rather than city by city, and new zones open continuously. The in-app coverage map is always the current answer for a given address. Join the early-access list and we'll tell you the day we reach yours.

Question 17

How do you decide the next city?

Accepted Answer

Registered EV density, working public charging capacity, and whether we can verify and train enough pilots to hold the pickup window. Charging density is usually the binding constraint — and concentrated early-access signups move a city up the list fastest.

Question 18

Is my vehicle safe during the trip?

Accepted Answer

Every pilot clears KYC, licence and background document checks. Handovers are OTP-secured in both directions, the trip is insured end to end, and an append-only event log records the entire journey for accountability.

Question 19

What if my car is damaged?

Accepted Answer

Cover applies from the moment the key is handed over until it's back with you. Report it through in-app support, which opens a ticket linked to that specific booking with the full trip log and event history already attached.

Question 20

Can I track the charge in real time?

Accepted Answer

Yes — your pilot on a live map, the charging percentage and power draw as they climb, the running cost, and the return leg. All of it streams to your phone as it happens.

Question 21

Is there emergency support during a trip?

Accepted Answer

An in-app SOS reaches a live HOOP agent who already has your active booking, vehicle details and the pilot's live location on screen. No repeating yourself to get help.

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