How can we help?

How to reach us

Email withhume@gmail.com. Start the subject line with one of these so it lands in the right pile:

• Urgent Someone's safety is at stake right now. Read first, always. If anyone is in immediate danger, call 911 before you email us.
• Report Something happened at an Experience, or someone's behaving badly. Answered within 24 hours.
• Child safety Anything involving a minor. Top of the queue — see the Safety page.
• Booking Cancellations, refunds, payments, changes, something that went wrong.
• Privacy Access, correction, export, deletion, consent. Answered within 30 days, usually much sooner.
• Appeal You think we got an account decision wrong.
• Copyright Someone's using your work or your face without permission.
• Creator You want to run Experiences, or you already do and need something.
• Payout You're an Experience Creator and money hasn't arrived, or Stripe is asking you for something.

Include the Experience name, the date, and the email you signed up with. Never send us a password, a verification code, or a full card number — we will never ask for any of them, and anyone who does isn't us.

We aim to answer general questions within 2 business days, reports within 24 hours, and anything marked Urgent as fast as we physically can. We're a small team and we don't watch the inbox overnight, which is exactly why emergencies go to 911 first.

What we can help with

• Signing in, your account details, something on the site not working.
• Finding an Experience, or understanding what one involves before you book.
• Bookings, cancellations, refunds, changes and meeting details.
• Setting up as an Experience Creator, or editing your profile or Experience.
• Reporting a person, an Experience, a review or a safety concern.
• Privacy requests and account deletion.
• Accessibility — both using Hume itself, and whether a particular Experience will work for you.

What we can't do is decide who was right about how an Experience felt. We can check what was promised against what happened; we can't adjudicate chemistry.

Safety and emergencies

For everything else — an incident at an Experience, someone making you uncomfortable, a Creator who didn't show, a venue that was unsafe — email us with "Report" in the subject. The Safety page explains what happens next, what we do and don't check before an Experience goes live, and the crisis lines worth having in Toronto.

You don't need a Hume account to report something that happened at a Hume Experience.

Bookings, cancellations and refunds

The full policy is on the Cancellations & Refunds page. The short version: more than 48 hours' notice is a full refund, 24–48 hours is half, under 24 hours is none, and if the Experience Creator cancels you always get everything back.

You pay Hume and Hume refunds you, back to the card you used. We start an approved refund within 2 business days; your bank usually takes another 5 to 10. If something went wrong, email us before you contact your bank — we can normally fix it in a day, and a chargeback takes weeks.

Becoming an Experience Creator

Apply from the Experience Creators section of the home page. Every applicant has a real conversation with us before anything goes live — that's the whole model, and it's not a formality.

Before your first Experience you'll need your own liability insurance, any permit your Experience actually requires, and permission from the venues you're taking people to. Terms §11 sets all of it out. Ask us if you're not sure which apply to you — we'd much rather answer that question early than after a booking.

Privacy requests

You can ask us to show you what we hold about you, correct it, export it, delete it, or stop using your photos and video going forward. Email us with "Privacy" in the subject. We'll confirm it's you, and answer within 30 days as Canadian privacy law requires. It's free.

The Privacy Policy has the detail — what we collect, who processes it, where it's stored, and how long we keep it.

Deleting your account

Email withhume@gmail.com with "Delete my account" in the subject, from the address on the account. No form, no retention offer, no three-step flow designed to make you give up.

First, one thing

You can't delete an account with an Experience still to come. Cancel or complete it first, so the Experience Creator and the rest of the group aren't left guessing. If you're an Experience Creator with bookings on the calendar, those have to be honoured or cancelled and refunded before we can close the account.

What happens then

• Your profile and any Experiences you run come down immediately, and stop being visible to anyone.
• Your personal information is deleted within 30 days.
• Messages you sent to an Experience Creator stay in their record of that booking — they're part of someone else's history too.
• Reviews you left stay up with your name removed.
• Booking and payment records are kept for 7 years, and signed waivers for as long as a claim could be brought. Canadian tax and limitation rules require both.
• Safety records are kept where they're needed to keep other people safe.
• If your account was permanently removed for a serious violation, we keep a one-way scrambled version of your email so the same person can't quietly sign up again. It can't be read or reversed.

We'll confirm when it's done. The full picture is under How long we keep it in the Privacy Policy.

Copyright and content complaints

Hume runs on video, so this matters more here than on most small platforms. Experience Creators may only use footage, photos, music and words they own or have permission to use — and may only publish people who agreed to be in it.

If something on Hume uses your work, your name or your face without permission, email us with "Copyright" in the subject and include:

• Your name and how to reach you.
• What the work or likeness is.
• Where on Hume it appears — the profile, Experience or link.
• Why the use isn't authorised.
• A statement that what you've told us is accurate, and that you're the rights holder or acting for them.

We'll look at it, usually take the content down while we do, and tell the person who posted it so they can respond. Repeat infringement closes an account. Knowingly false complaints are themselves a violation of the Community Guidelines.

The Hume name, logo and site are ours. Nothing here gives anyone permission to use them in a way that suggests we're endorsing something we aren't.

Who you're dealing with

Hume is a marketplace for Experiences built around people, operating in Toronto, Ontario, Canada. It is currently operated by Vsevolod Losev, carrying on business as Hume, and will be transferred to a corporation — see Terms §22.

We use one email address for everything because pretending to have departments we don't have would be the first dishonest thing on this site. When there are more of us, there'll be more addresses.

Terms of Use  ·  Privacy Policy  ·  Community Guidelines  ·  Safety  ·  Cancellations & Refunds  ·  Accessibility