Terms and Conditions
Welcome to Cloook ("Company," "we," "our," or "us"). These Terms and Conditions ("Terms") govern your use of the Cloook platform, including all related websites, mobile services, communications, and transactions made available at https://www.cloook.com (the "Platform"). By using the Platform, you agree to be legally bound by these Terms. If you do not agree, please discontinue use immediately.
Eligibility
You must be at least 13 years old (or the age of digital consent in your jurisdiction) to use the Platform. If you are under 18, your parent or legal guardian must agree to these Terms and supervise your use.
Account Registration
To access certain Platform features, you must create an account. You agree to:- Provide accurate, up-to-date information.
- Maintain confidentiality of login credentials.
- Accept responsibility for all activity under your account.
Overview of Services
Cloook is a marketplace that allows users ("Users") to:- Book Video Calls with Skilled Individuals
- Submit questions or requests to Skilled Individuals
- Receive custom responses (e.g., video, audio, written)
- Access other personalized services or consultations
Skilled Individuals are independent professionals, creators, or subject-matter experts offering personalized content or interaction through the Platform. Cloook is not a party to the actual interaction between Users and Skilled Individuals. We are a technology facilitator only.
Payments, Fees & Payouts
User Payments
Users ("Clients") may book sessions with Skilled Individuals through the Platform. Sessions are paid in full at the time of booking. Payments are processed securely by Stripe, Inc. By placing an order, you authorize us to charge your selected payment method through Stripe. Stripe processing fees apply to every charge and are not refundable by the card network once a payment has been processed.Platform Commission
Cloook charges a 15% platform commission on every completed session. The Client pays the full session price; the Skilled Individual receives the price minus the commission and minus the Stripe processing fee. The commission rate is configurable by Cloook administrators and the current value is reflected in the platform's public FAQ.Skilled Individual Compensation & Stripe Connect
As a Skilled Individual, you agree to the following:- You will complete onboarding with Stripe Connect before you can accept paid bookings. Stripe collects and verifies the identity, tax, and bank-account information required to receive payouts.
- Funds for a completed session move into your Cloook balance once the 24-hour dispute window has passed without an open dispute or chargeback.
- Bank payouts run automatically twice a month — on the 15th and on the last day of each month — and transfer your available balance to the bank account verified through Stripe.
- Cloook does not store your bank credentials. Your use of Stripe Connect is subject to Stripe's Connected Account Agreement and applicable Stripe Services Terms.
Payouts may be withheld, delayed, or adjusted in the following situations:
- An open user dispute or processor chargeback.
- Detection of fraud, platform misuse, or violations of these Terms.
- An outstanding clawback owed to Cloook (see "Cancellations, Refunds & Disputes" below).
- Stripe-side verification, banking restrictions, or other technical limitations.
Tax Reporting
In compliance with U.S. tax regulations, Cloook (through Stripe) collects W-9 (U.S. persons) or W-8 (non-U.S. persons) forms automatically as part of Skilled Individual onboarding, and issues IRS Form 1099-K to eligible Skilled Individuals subject to the thresholds published by the IRS for each tax year.
Cancellations, Refunds & Disputes
Cancellations Before the Session Starts
Either the Client or the Skilled Individual may cancel a scheduled session up until the session begins. Once a session is in progress, cancellation is not available.- Client cancels 24 hours or more before the session: the Client is refunded the full session price minus the Stripe processing fee, which is retained by Stripe and not reimbursed.
- Client cancels less than 24 hours before: a late-cancellation fee applies (default 15% of the session price; the current value is published in the FAQ). The Client is refunded the remainder.
- Skilled Individual cancels 24 hours or more before: the Client is refunded in full. A charge equal to the Stripe processing fee is deducted from the Skilled Individual's next payout (a "clawback").
- Skilled Individual cancels less than 24 hours before: the Client is refunded in full. A charge equal to Cloook's 15% commission plus the Stripe processing fee is deducted from the Skilled Individual's next payout.
- Skilled Individual no-show: if the Skilled Individual fails to join a paid session, the Client is refunded in full automatically. The Skilled Individual is charged Cloook's 15% commission plus the Stripe processing fee, deducted from their next payout.
Disputes Between Users
Only the Client may open a dispute, and only after the session has been marked as completed.- Disputes must be opened within 24 hours of the session ending.
- The Client may request a partial (25%, 50%, 75%) or full (100%) refund and may attach supporting evidence.
- The Skilled Individual has 48 hours to accept the request or submit a counter-offer with a different percentage. If they do not respond within that window, the dispute auto-resolves in the Client's favor at the requested amount.
- If a counter-offer is made, the Client has 48 hours to accept it or escalate the dispute to Cloook's support team. If the Client does not respond, the dispute auto-resolves in the Skilled Individual's favor at the proposed amount.
- A 100% refund resolution may generate a clawback against the Skilled Individual to recover Cloook's commission and the Stripe processing fee already paid out or absorbed.
Processor Chargebacks
If a Client's bank or card network opens a chargeback before a scheduled session takes place, Cloook will automatically cancel the session because the disputed funds are no longer under our control. Chargebacks opened after a session has occurred are defended by Cloook with the evidence available; outcomes are determined by the card network and are outside Cloook's control.Clawback Collection
Any amount a Skilled Individual owes Cloook as a result of late cancellation, no-show, or fully-resolved dispute is recorded as a clawback. Clawbacks are collected automatically by deducting from the Skilled Individual's next payouts (FIFO order) before funds are transferred to their bank. Clawbacks do not affect the Client's refund — Cloook bears the refund up front and recovers internally from the Skilled Individual.
Incidents & Support
Either party may file an incident with Cloook for situations that are operational, technical, or that fall outside the user-to-user dispute flow — for example, payout problems, suspected unauthorized activity, technical errors, or complaints about a clawback.
- Incidents are submitted from the in-app support menu and may include attached evidence (up to 10 MB per file).
- Cloook's support team responds within 48 hours of an incident being created. Incidents reported more than 24 hours after the related session enter a separate triage queue but remain within the same response SLA.
- For general questions or feedback unrelated to a specific session, you may also use the public contact form. Session-specific issues should use the dispute or incident flow because they are routed to the right queue.
Content and Intellectual Property
Platform IP
All Platform content—including but not limited to text, logos, software, and design—is owned by Cloook or its licensors. You may not copy, use, or distribute it without written permission.User and Skilled Individual Content
By submitting content (e.g., questions, videos, replies), you grant Cloook a non-exclusive, royalty-free, perpetual, worldwide license to host, reproduce, display, and use the content for:
- Service delivery and technical functionality
- Promotional purposes (unless opted out)
- Internal analytics and quality assurance
Users who purchase content may only use it for personal, non-commercial purposes, unless explicitly licensed otherwise.
User Conduct
You agree not to:- Violate any applicable law.
- Upload or distribute harmful, abusive, or offensive content.
- Harass or impersonate other users.
- Interfere with the Platform's performance or operations.
- Circumvent payment or attempt to transact off-platform.
Disclaimers
- The Platform and all content are provided "as is" and "as available."
- Cloook does not guarantee the accuracy or suitability of advice provided by Skilled Individuals.
- All content is for informational purposes only and does not constitute professional legal, financial, or medical advice.
- Cloook is not responsible for any reliance placed on Platform content or interactions.
Limitation of Liability
To the fullest extent permitted by law, Cloook shall not be liable for:- Indirect, incidental, special, or consequential damages.
- Loss of profits, business, data, or goodwill.
- Unauthorized access or misuse of your account.
- Issues resulting from third-party providers (e.g., Stripe, Resend, DigitalOcean).
Our total liability to you for any claim arising from these Terms shall not exceed $100 USD.
Termination
We may suspend or permanently terminate your access to the Platform at any time, with or without notice, for conduct that violates these Terms or poses a legal or security risk.
You may also close your account at any time by contacting our support team. Unclaimed payouts after 90 days may be forfeited.Privacy and Data Use
Your use of the Platform is also governed by our Privacy Policy, which describes how we collect, process, and store your personal data. By using the Platform, you consent to these practices.
Compliance with Laws (GDPR, CCPA, and Others)
Depending on your location, you may be entitled to rights under privacy regulations such as:- The General Data Protection Regulation (GDPR) for EU/UK users
- The California Consumer Privacy Act (CCPA/CPRA) for California residents
For more details and instructions on exercising your rights, refer to our Privacy Policy.
Governing Law & Legal Dispute Resolution
This section governs legal disputes about these Terms themselves, separate from the user-to-user dispute and incident processes described above.
These Terms shall be governed by and interpreted in accordance with the laws of the State of Florida, USA, without regard to its conflict of law rules.
Any legal dispute arising from these Terms or your use of the Platform shall be resolved exclusively in the state or federal courts of Miami-Dade County, Florida.
Changes to Terms
We may update these Terms from time to time. The "Last Updated" date at the top of the page indicates the most recent changes. You are responsible for reviewing changes, and continued use of the Platform constitutes acceptance of the updated Terms.Contact Information
If you have any questions or concerns, please contact:Cloook, LLC190 Westward Dr, Suite D Miami Springs, FL 33166
