How it Works

Supporting Links

Click here to watch our "Get Verified" video tutorial if you've just posted a new listing
Click here to watch our "How it works" video tutorial
Click here to watch our "Post a listing" video tutorial
Click here to watch our "Buyer FAQs" video, or scroll down to the bottom of the page
Click here to watch our "Seller FAQs" video, or scroll down to the bottom of the page

1. Sign-up

To post a listing or submit a request, both buyers and sellers must create an account by following the instructions provided. Please note that your name will be displayed as your first name followed by the initial of your last name, e.g., John D instead of John Doe.

2. View Listings/Contact Sellers

Once you've confirmed your email address, you'll be able to contact and request services from any of Hubble's sellers.

To view the services available near you, enter your street address (e.g. 123 ABC Way, Toronto, ON) in the location search bar at the top of the page. The distance between you and the seller will be indicated in the bottom right corner of their listing.

3. Create a Request

Before submitting your request, you have the option to communicate with the seller through Hubble's chat feature. By clicking on "Contact," you can initiate a conversation with the seller. Once you've received a response, Hubble will send you an email notification. It's essential to keep your email notifications turned on to stay informed of any updates concerning your Hubble account.

To submit a request, select the "Request" button. From the available options, choose the appropriate frequency that aligns with the agreed-upon quota e.g. for '1 hour and 30 minutes' of service opt for '3' 30-minute sessions from the drop-down list.

You'll be prompted to submit a payment for the services agreed upon with the seller. Based on the example above, at a price of $50 per 30 mins of service the total amount payable would be $150.

Upon submission of payment, the seller has up to three days to accept the request. Stripe Connect will hold the funds until you have received the services and marked the order as "Completed." Once marked as completed, the funds will be automatically released to the seller.

For more info on Stripe Connect, click here.

Important Information

Any requests or communication that take place outside of the platform will NOT be considered valid for our cancellation policy.

To comply with Stripe's payout schedule, we recommend that all sellers accept requests at least one week before the scheduled appointment. By doing so, sellers can become eligible for Stripe's 'next-day deposit' after the order is marked as "completed." Requests submitted less than one week in advance will follow the standard payout schedule. Please take this into account when planning accordingly.

Buyers who initiate cancellation (dispute) requests must ensure that they are processed a minimum of 48 hours before the appointment to allow the seller to make necessary adjustments to their schedules. Any cancellation requests made outside this minimum time frame will result in a penalty fee to be paid to the seller. The cancellation fee for late cancellations is - the lesser of 40% of the transaction or $20 for all services excluding baking and catering. For catering and baking services, the cancellation fee is - the lesser of 40% of the total transaction or $50

It is the responsibility of the seller to ensure that their buyer marks the order as "completed," similar to how they would expect to receive payment for services rendered under normal circumstances. In case the buyer is unable to mark the order as "completed", Hubble will do so automatically, precisely 14 days from the submission date of the request. This automated process triggers the release of funds to the seller. Therefore, when rescheduling an existing appointment via the chat function, it's essential to keep track of this automatic function and manage all bookings within the 14-day window from the date of the request submission.

Refund Policy Examples

The cancellation (dispute) request was submitted at least 48 hours before the appointment.

A buyer had paid $25 for a haircut but later had to cancel the appointment three days in advance. The following outlines the refund process:

$25 - Payment Processing/Administration Costs [(5% * $25) + $0.50]
=$25 - ($1.25+$0.50)
=$25 - $1.75

Refunded amount = $23.25

The cancellation (dispute) request was submitted less than 48 hours before the appointment.

A buyer made a payment of $40 for one hour of tutoring. However, due to unforeseen circumstances, they are unable to attend the scheduled appointment. The buyer submits a cancellation request one day prior to the appointment, as per our refund policy, the following outlines the refund process:

$40 - the lesser of 40% of the transaction or $20
=$40 - (40% * $40)
=$40 - $16

Refunded amount = $24

The cancellation (dispute) request was submitted less than 48 hours before the appointment.

A buyer submitted a payment of $70 for eyelash extensions but had to cancel their appointment a day before. As per their request, a refund has been processed, the following outlines the refund process:

$70 - the lesser of 40% of the transaction or $20
=$70 - (40% * $70)
=$70 - $28
=$70 - $20

Refunded amount = $50

It's essential to note that cancellation requests will only be considered if made through the platform's communication channels. Any discussions or negotiations outside of the marketplace are beyond our jurisdiction, and, as such, we will NOT accept any cancellation requests based on such communications.

For catering and baking services, the late cancellation fee is - lesser of 40% of the total transaction or $50 charged to the buyer and made payable to the seller (less Hubble's commission). Please ensure your listing falls under one of these two categories to qualify.

Frequently Asked Questions

Seller FAQs

Q. The buyer didn’t show up for their scheduled appointment. What happens now?

A. Sellers reserve time specifically for booked appointments and are often unable to fill that time on short notice. As a result, missed appointments are non-refundable.

Q. What happens if a buyer wants to cancel (dispute) a completed service because they believe the services did not meet their expectations?

A. Please note that once services have been rendered, buyers cannot cancel (dispute) an order. Any cancellations submitted after the agreed upon appointment time will be not be accepted. All refunds issued after services have been provided are at the seller's discretion. Buyers can reach out to Hubble support directly by submitting a request through the “Contact Us” form. We will then communicate with the seller and update the buyer regarding the decision.

Q. What should I do if I am unable to attend a scheduled appointment?

A. If you are unable to attend a scheduled appointment, please notify the buyer through the platform as soon as possible. Once the buyer has been informed, you may cancel the order and submit the reason for cancellation for administrative review and approval.

Q. How does Hubble protect me from last-minute cancellations?

A. All cancellation requests submitted less than 48 hours before the appointment will be subject to a penalty - the lesser of 40% of the transaction or $20 ($50 for baking/catering services). A buyer messaged me privately to book an appointment. Can Hubble still protect me from late cancellations or no-shows? Hubble cannot validate any communication beyond the platform; therefore, all communication must be conducted through the chat function to comply with the cancellation policy requirements.

Q. I've completed my service request and the buyer has marked the request as completed. When will I receive my deposit?

A. Stripe deposits will be paid to your connected account within 1-3 business days. Please make note of Stripe Inc.'s 5-day hold when managing appointments i.e. accepting bookings a week in advance.

Q. I offer a variety of services and would like to showcase the corresponding prices on my listing. What is the best way to approach this?

A. Hubble, being a versatile platform catering to diverse service industries, is consistently striving to enhance areas that need attention to deliver optimal experiences to our users. As such, we are currently exploring the addition of a tiered pricing option to our system. Until then, we suggest that sellers upload a pricing list and use the listing price as their desired base price.

Q. My services do not fit under any of the listed categories. What should I do?

A. If your services do not fall under any of the available categories, you may select “Miscellaneous” as the category for your new listing.

Q. Are user reviews restricted to sellers only?

A. Both sellers and buyers can leave a review once the order is marked as completed. We recommend that both parties leave a review for a better user experience.

Q. I noticed that Hubble uploaded a vector image to my listing. Why is that?

A. In the event that the seller fails to meet the image requirements or forgets to upload photos, a vector image related to the listing service will be uploaded on their behalf.

Q. What are some effective ways to improve my engagement with potential buyers?

A. How you present yourself is the most crucial aspect of engaging with Hubble users. Here are a few suggestions to help you improve your overall engagement with more buyers. Sharing images of your workspace is a great way to improve the appeal of your services to potential clients. To optimize this opportunity, it's essential to maintain a tidy and well-organized workspace at all times. Differentiating your services by uploading a profile picture that aligns with your craft and utilizing your business's name instead of your personal name can help establish your brand and set you apart from other sellers. Lastly, uploading images of the highest quality to your listing helps showcase the calibre of your services.

Buyer FAQs

Q. Are there any fees associated with submitting a service request?

A. There are no additional fees imposed beyond the listing price. However, in the event of a refund, please note that a non-refundable Stripe payment processing fee of 2.9% of the total order amount, plus $0.30, will apply.

Q. The seller didn’t show up for the appointment, what do I do?

A. If the seller does not attend the scheduled appointment, please contact them through the platform, as they may be unavailable due to unforeseen circumstances. If you do not receive a response within 24 hours, please submit a support request via the “Contact Us” webform outlining the issue. We will then contact the service provider on your behalf. Should the seller fail to respond, a refund will be issued. Please note that Stripe payment processing fees are non-refundable and will be deducted from the refund amount.

Q. When and how can I cancel my service request?

A. Cancellation requests should be submitted at least 48 hours before the appointment. All cancellation requests submitted less than 48 hours before the appointment will be subject to a penalty fee and any cancellation requests submitted after the scheduled appointment will be not be accepted. To cancel an order, select “Dispute” instead of “Mark as Completed”.

Q. I received the services I requested, but unfortunately, they did not meet my expectations.

A. Please note that once services have been rendered, any refund issued is solely at the discretion of the seller. If a client believes the services provided did not meet their expectations, they may submit a support request for review by clicking “Contact Us” - we will then reach out to the seller and update the buyer on their decision.

Q. I submitted a new service request, but the seller has not accepted or declined it. What should I do?

A. The seller has 3 days to accept or decline a new service request. If no action is made by the end of this period, the request will be cancelled and a refund will be issued to you.

Q. Which payment providers does Hubble accept?

A. Payments are processed by our payment gateway partner, Stripe Inc., which accepts Visa, Mastercard, American Express, Discover, JCB, Diners Club, China UnionPay and Debit cards.

Q. Can I cancel my request after the set appointment time?

A. Service providers reserve time specifically for booked appointments and are often unable to fill that time on short notice. As a result, missed appointments/late cancellations are non-refundable.

Q. How do I know my service request has been accepted?

A. Once the seller has confirmed your order, you will receive a notification indicating that your request has been accepted. If the order is still pending, you will receive a message stating “awaiting confirmation” following your submission.

Q. Can I contact a service provider before submitting a request?

A. You may reach out to the seller prior to submitting your request by clicking the “Contact” button on their profile. Please ensure that your email notifications are enabled to receive any responses or updates.

Q. What if I need to update the details of my service request?