Terms & Conditions

HOOP Mobility ("HOOP", "we", "us") operates an on-demand electric vehicle charging concierge platform in India. A trained pilot picks up your EV, charges it at a compatible station, and returns it — tracked in real time through our apps.

By creating an account, booking a trip, or using any HOOP service, you agree to these Terms & Conditions ("Terms"). If you do not agree, do not use the platform.

You must be at least 18 years old and legally capable of entering into a binding contract under Indian law. You must provide accurate registration details, including a valid phone number for OTP verification and, where required, vehicle and address information.

A booking progresses through defined states: pending, accepted, driver_en_route, picked_up, at_station, charging, returning, completed, or cancelled. Fares are computed and locked before you confirm a booking.

• You must be available for OTP-secured vehicle handover at pickup and return.
• You are responsible for ensuring your vehicle is roadworthy, insured, and legally registered.
• HOOP routes trips to stations with compatible connector types and available slots.
• Scheduled bookings may be subject to availability in your zone.

All fares are quoted and processed in integer paise (1/100 of a rupee) via Razorpay. The amount displayed at checkout is the amount charged unless a valid promo code is applied server-side.

Refunds, where eligible, are initiated through our support team and processed according to our Refund Policy. HOOP is not responsible for delays caused by payment partners or banks.

You may cancel a booking before a pilot is assigned without charge. After assignment or pickup, cancellation fees may apply based on trip stage and costs already incurred. Repeated no-shows or fraudulent cancellations may result in account suspension.

Vehicle pickup and return require OTP verification. You authorise the assigned pilot to drive your vehicle solely for the purpose of completing the booked charging trip. HOOP maintains trip insurance coverage as disclosed at the time of booking; exclusions apply for pre-existing damage, prohibited items in the vehicle, or misrepresentation.

You agree not to:

• Provide false identity, vehicle, or payment information.
• Interfere with pilots, operators, or platform security.
• Use HOOP for unlawful purposes or to transport prohibited goods.
• Attempt to bypass Row Level Security, fare logic, or authentication.

After completed trips, riders and pilots may rate each other. HOOP may use ratings for quality control and assignment decisions. Disputes should be raised through in-app support or our support page within 7 days of trip completion.

HOOP provides the platform "as is" to the maximum extent permitted by law. We are not liable for indirect, incidental, or consequential damages. Our aggregate liability for any claim arising from a trip is limited to the fare paid for that booking, except where prohibited by applicable law.

We may update these Terms from time to time. Material changes will be notified via the app or email. Continued use after changes constitutes acceptance. These Terms are governed by the laws of India. Courts in Surat, Gujarat shall have exclusive jurisdiction, subject to applicable consumer protection laws.

Questions about these Terms: HOOP Support.