Manage Hooq

Hooq has shut down: how to protect yourself and recover charges

Understanding hooq's closure and your next steps

Hooq was a streaming service that brought films and TV shows to millions across Singapore and Southeast Asia. The platform offered a mix of local and international content at a competitive monthly rate. If you held an active subscription when the service shut down, you are not alone, and Stopee is here to help you understand what happened and what you can do now.

The reality is difficult: Hooq ceased all operations on 30 April 2020 and its Singapore entity, HOOQ Digital Pte. Ltd., completed creditors' voluntary liquidation on 31 May 2024. This means the company filed for insolvency, the service went offline, and no cancellation mechanism exists anymore. Your streaming access ended years ago, but you deserve clarity on refunds, your rights, and how to stop any lingering charges.

What happened to hooq

Hooq shut down suddenly in April 2020 during a period of intense competition and streaming market consolidation. The company could not sustain operations and filed for liquidation. The service's website, app login, account management pages, and customer support all disappeared. Subscribers lost access to their content immediately and received minimal communication about refunds.

The liquidation process concluded in May 2024, meaning creditors were paid according to legal priority and any remaining assets were distributed. Unsecured creditors (which includes most subscribers with unpaid refund claims) ranked low in the priority queue, so recovery of your money through this process was unlikely.

Why you should act now, even years later

You may still see recurring charges from Hooq on your bank or credit card statements, especially if you had set up automatic renewal before the shutdown. Card issuers sometimes continue billing when a merchant's systems fail to process the cancellation signal. Stopee recommends checking your statements immediately for any Hooq entries, because you have consumer rights even after the service has closed.

Your consumer rights under singapore law

Singapore's Consumer Protection (Fair Trading) Act (CPFTA) protects you when a business fails to deliver services or handle your money fairly.

What the CPFTA says about service failure

Under the CPFTA, a trader (in this case, HOOQ Digital Pte. Ltd.) must not engage in unfair practices or misleading conduct. When Hooq shut down without processing refunds for active subscriptions, it breached your right to fair treatment and your expectation of continuous service. You paid for a service that was withdrawn without notice or compensation.

Additionally, any recurring charges after 30 April 2020 constitute unauthorised transactions. Your card issuer has a duty to investigate and reverse these charges under the Payment Services Act and the CPFTA.

Your right to dispute charges

You have the right to dispute any charge you did not authorise. If Hooq's billing system continued to charge your card after the service shut down, you can file a chargeback or dispute with your bank. You must provide proof of the shutdown date (30 April 2020) and evidence that you did not receive the service. Banks in Singapore typically reverse unauthorised recurring charges within 30 to 60 days.

Escalation through the monetary authority of singapore

If your bank refuses to reverse charges or investigate, you can lodge a complaint with the Monetary Authority of Singapore (MAS). The MAS oversees banking conduct and has power to compel financial institutions to act fairly. Stopee strongly advises documenting all your attempts to resolve the issue with your bank before escalating to the MAS.

How to cancel hooq subscriptions (current reality)

Because Hooq no longer exists, there is no active cancellation process through the normal channels.

Why you cannot cancel through hooq directly

Hooq's website is offline. The company's app has been removed from the App Store and Google Play. There is no login portal, no account dashboard, and no customer support email or phone line. You cannot cancel an account that no longer has a functional business behind it.

However, if you subscribed through Apple's App Store or Google Play, those platforms may still hold a record of your subscription, and you can use their systems to remove Hooq as a payment authority, even though Hooq itself cannot fulfil the service.

Step-by-step: remove hooq from your app store subscription (iOS)

1. Open the Settings app on your iPhone or iPad.
2. Tap your name at the top of the screen.
   • If you see "Apple ID" instead of your name, tap that first.
3. Tap "Subscriptions".
4. Look for "Hooq" in the list. If you see it, tap on it.
   • If Hooq does not appear, it has already been removed or was never billed through Apple.
5. Tap "Cancel Subscription" or "Delete" if the option is available.
6. Follow any final prompts to confirm.
   • Apple will remove Hooq as a payment method; any active renewal will stop immediately.

Pro tip: If Hooq still appears in your subscriptions list, it means Apple's system still holds a record. Removing it now prevents any theoretical future charges, even though Hooq has no backend to process them.

Step-by-step: remove hooq from your google play subscription (Android)

1. Open the Google Play app on your Android device.
2. Tap your profile icon in the top right corner.
3. Tap "Payments and subscriptions".
4. Tap "Subscriptions".
5. Find "Hooq" in the list. Tap on it.
   • If Hooq does not appear, it has already been removed or was never billed through Google Play.
6. Tap "Cancel subscription".
7. Select your reason for cancellation and confirm.
   • Google will immediately stop any future renewal attempts.

Pro tip: Google Play often shows a cancellation reason page. You do not need to provide a detailed reason, but selecting "Service no longer works" or "Other" ensures your cancellation is logged.

Disputing unauthorised charges with your bank

If you have been billed for Hooq after 30 April 2020, you have a clear case for a chargeback or dispute.

Gather your evidence first

Before contacting your bank, collect proof of what happened. Download or screenshot every Hooq charge from your bank statement or credit card app. Record the dates, amounts, and your card number (masked). Save any emails or app notifications related to Hooq, even if they are old. If you have a receipt or confirmation email from when you originally subscribed, keep that too.

Important: Do not delete anything. Your bank will ask for this evidence, and Stopee recommends storing copies in a safe place (cloud storage, printed, email to yourself).

Contact your bank and file a dispute

1. Call your bank's fraud or disputes line. You will find the number on the back of your card or on the bank's website.
2. Explain that Hooq shut down on 30 April 2020 and you were charged after that date without receiving service.
   • Be clear and factual: "Hooq ceased operations. I did not authorise these charges."
3. Provide your evidence: the charge dates, amounts, and a link to news about Hooq's closure (or share the Stopee article).
4. Ask the bank to reverse the charges and block Hooq's merchant code from billing your card again.
   • This step prevents phantom charges in the future.
5. Request a case reference number and a timeline for resolution (typically 30 to 60 days).
6. Follow up in writing (email or letter) to document your dispute formally.
   • Write a short email to your bank's disputes team summarising your call, and ask them to confirm receipt.

Warning: If your bank denies your dispute, you can escalate to the MAS. The MAS has published guidelines requiring banks to investigate unauthorised recurring charges within a reasonable timeframe. Stopee advises documenting your bank's response so you have proof of their refusal if you need to escalate.

Hooq pricing and subscription history

Hooq's pricing has no relevance today because the service is defunct, but understanding what you paid helps you calculate your refund claim.

Historical subscription tiers (as of april 2020)

Most subscribers chose the Premium tier at SGD 14.99 per month. If you were charged monthly after April 2020, each unauthorised charge should be reversed. If you had an annual plan and were not refunded when the service shut down, you may be entitled to a pro-rata refund for the remaining unused months.

Will you receive a refund?

Refunds from Hooq are not automatic, but you have pathways to recover your money.

Hooq's original position on refunds

When Hooq shut down in April 2020, the company issued a statement saying that due to insolvency and the financial constraints of the liquidation, it could not process refunds for active subscriptions. This was not a legal statement absolving Hooq of liability; it was a business decision made by an insolvent company.

Your right to a refund does not disappear because a company declares insolvency. Instead, it shifts to other mechanisms: chargebacks, disputes with your card issuer, and creditor claims in the liquidation.

Recovering money through the liquidation process

The liquidation of HOOQ Digital Pte. Ltd. concluded on 31 May 2024. If you made a creditor claim during the liquidation (before the final date), you may have been registered as an unsecured creditor for the amount of your subscription. Unsecured creditors are paid last, after employees, secured lenders, and tax authorities. Recovery through liquidation is typically very low (often under 10 percent of the claimed amount), but Stopee recommends checking if you were registered.

If you did not file a claim with the liquidator before the deadline, you cannot recover money through the liquidation now. Your only option is to dispute charges with your bank.

What you can claim now

• Unauthorised charges after 30 April 2020: File a chargeback with your bank immediately. You have strong legal grounds because the service did not exist and you did not authorise the charges.
• Subscription fees paid before closure (April 2020 or earlier): If you paid for a service that was not delivered (e.g., you paid for a month but lost access midway), you can dispute this with your bank as well, citing breach of contract and service failure under the CPFTA.
• Pro-rata refunds for annual plans: If you had paid for a full year and the service shut down partway through, the unused portion should be refunded. Dispute this with your bank as an incomplete service delivery.

What happens after you cancel (or attempt cancellation)

Cancelling Hooq-or confirming it is already gone from your subscriptions-clears one significant financial headache, but follow-up action is essential.

Immediate steps after removal

Once you have removed Hooq from your App Store or Google Play subscriptions, take a screenshot showing that it no longer appears on your active subscriptions list. This screenshot is proof that you have acted, and it strengthens your position if you file a dispute with your bank later.

Check your bank or credit card app one more time. Search for "Hooq" in your transaction history or set up an alert so you will be notified immediately if any charge appears under that name. Even though Hooq is defunct, billing errors sometimes occur, and early detection matters.

Timeline for chargebacks and disputes

Your bank will typically resolve a chargeback within 30 to 60 days. During this time, you may see a provisional credit (usually within 5 to 7 days), but the bank will investigate and either confirm the reversal or reverse the credit if it determines you were liable. Stay in contact with your bank's disputes team and provide any additional evidence they request quickly.

Pro tip: Stopee advises following up with your bank via email, which creates a written record. Phone calls are helpful, but email trails are invaluable if you need to escalate to the MAS.

Your streaming alternatives

With Hooq gone, you have many other options. Netflix, Disney+, Amazon Prime Video, and local platforms like meWatch and Toggle now dominate Singapore's streaming market. Many offer free trials or lower-cost plans. Take this opportunity to choose a service that aligns with your viewing habits and budget.

Common mistakes when dealing with a defunct streaming service

We understand the frustration of chasing refunds for a service that no longer exists, and many people make missteps that delay resolution.

Mistake 1: not checking your subscriptions lists

Many subscribers assume Hooq has been automatically removed from their App Store or Google Play account. It often has not. If you do not check, a phantom subscription record remains, and theoretically, if Hooq's billing infrastructure ever came back online (through asset sale or recovery), charges could resume. Always check and manually remove.

Mistake 2: disputing only recent charges, not all charges

If Hooq charged you for months or even years after the April 2020 shutdown, you can dispute all of them, not just the most recent one. Your bank has a duty to investigate unauthorised recurring charges. File a dispute covering the entire period from April 2020 onwards, and provide evidence that the service ended on that date.

Mistake 3: not documenting evidence before disputing

Once you file a chargeback, your bank may freeze the investigation and limit your ability to add evidence later. Before you call your bank, gather and organise all screenshots, emails, receipts, and links. Stopee recommends saving everything to a folder on your computer or cloud drive.

Mistake 4: giving up too quickly

If your bank denies your first dispute, you can appeal. You can also file a complaint with the MAS if you believe the bank acted unfairly. Do not accept a "no" without understanding the reason. Push back professionally and provide more evidence.

Checklist: actions to take right now

Use this checklist to ensure you have covered all bases.

• Check App Store subscriptions (iOS) - Open Settings, go to Subscriptions, and confirm Hooq is not listed or remove it if present.
• Check Google Play subscriptions (Android) - Open Google Play, go to Subscriptions, and remove Hooq if it appears.
• Review bank and credit card statements - Search for all Hooq charges from April 2020 onwards and note the dates and amounts.
• Screenshot evidence - Save screenshots of any Hooq charges and your subscriptions list after removal.
• File a chargeback or dispute - Contact your bank's disputes team with your evidence and request reversal of all unauthorised charges.
• Follow up in writing - Send an email to your bank summarising your dispute and request a case reference number.
• Monitor your account - Set up alerts for Hooq charges and check statements monthly for the next three months.
• Plan escalation if needed - If your bank denies your dispute, document their response and prepare a complaint to the MAS.

Comparing your options: refund pathways

You have multiple routes to recover your money, depending on your situation.

The chargeback route is your strongest and fastest option. Unauthorised recurring charges after service shutdown are clear-cut, and banks are required to investigate fairly. Stopee strongly recommends starting here.

Contacting support and escalation

Hooq no longer has a customer support team, but knowing how to escalate your complaint ensures you get results.

Former hooq contact details (for reference only)

HOOQ Digital Pte. Ltd. was registered in Singapore and headquartered at a business address in the city's central business district. As of the liquidation's conclusion (31 May 2024), this office is closed and no staff remain. Do not send mail or emails to the company; they will not be answered.

Escalation path: MAS complaint

If your bank fails to resolve your dispute fairly, file a complaint with the Monetary Authority of Singapore.

1. Visit the MAS website (mas.gov.sg) and navigate to the complaints section.
2. Complete the MAS complaint form, describing:
   • What happened (Hooq shut down, you were charged after the shutdown date).
   • What you did (filed a chargeback dispute with your bank).
   • What went wrong (the bank denied your dispute without fair investigation).
   • What you want (reversal of unauthorised charges).
3. Attach screenshots, bank statements, and correspondence with your bank.
4. Submit the form and keep a copy for your records.
5. The MAS will contact your bank and request a response. You will be kept informed of the outcome.

Pro tip: The MAS takes recurring charge complaints seriously. Banks know that mishandling these cases attracts regulatory scrutiny, so your complaint carries weight.

Takeaway: protect yourself and recover what you are owed

Hooq's closure left thousands of subscribers without recourse, but you are not powerless. Your consumer rights under the CPFTA still apply, and your bank has a legal obligation to investigate unauthorised charges fairly.

Start by removing Hooq from your subscription accounts and gathering evidence of all charges. File a chargeback or dispute with your bank immediately, citing service failure and unauthorised billing. If your bank refuses, escalate to the MAS. Stopee has helped thousands of consumers cancel subscriptions, recover refunds, and navigate broken billing systems, and we are here to support you through this process.

Take action today. Your money matters, and a defunct streaming service should not keep it.