Frequently Asked Questions
Quick answers to common questions about Hopin.
Can't find your answer?
Email support@hopin.app and I'll personally get back to you within 48-72 hours.
About Hopin
What is Hopin?
Hopin is operations software for multi-site hospitality brands. It helps you track compliance, manage maintenance, and get visibility across all your properties — without hiring more ops managers.
Who is Hopin for?
Hopin is designed for property managers, hospitality operators, compliance officers, and anyone responsible for managing multiple properties or sites. It's particularly useful for cafes, restaurants, pubs, hotels, and commercial property portfolios.
Is Hopin a replacement for professional advice?
No. Hopin is an informational tool that helps you organise and track compliance data. It does not replace professional inspections, legal advice, or certified assessments. Always consult qualified professionals for compliance matters.
Getting Started
What should I do in my first week?
Start by adding your properties (Dashboard → Properties → Add Property), then upload your key compliance documents like EICR certificates, gas safety records, and insurance policies. Finally, review your dashboard to see your overall compliance status.
How do I add my properties?
Go to Dashboard → Properties → Add Property. Enter the property name, address, and type. You can add as many properties as your plan allows and manage them all from one dashboard.
What compliance documents can I upload?
You can upload EICR (Electrical Installation Condition Reports), gas safety certificates, fire risk assessments, PAT testing records, insurance policies, food hygiene certificates, and other compliance documentation relevant to your properties.
Data & Privacy
What data does Hopin collect?
Hopin collects property information you provide, uploaded compliance documents, user activity within the platform, and account details. We use this data solely to provide the service and improve your experience.
Where is my data stored?
Your data is stored securely on Supabase servers located in the EU. We use industry-standard encryption and security practices to protect your information.
Can I export or delete my data?
Yes. You can request a full export of your data or request deletion by contacting support@hopin.app. We'll process your request in accordance with GDPR requirements.
Pricing & Plans
What's included in the free tier?
The Starter (free) tier includes basic compliance tracking for a limited number of properties, document storage, and access to the core dashboard features. Upgrade to Professional or Enterprise for more properties and advanced features.
How do I upgrade my plan?
Go to Settings → Billing → Upgrade. You can choose between Professional (£49/month) and Enterprise (£149/month) plans. Changes take effect immediately and you'll be charged on a monthly basis.
What happens if I cancel?
If you cancel your subscription, you'll retain access until the end of your current billing period. Your data will be retained for 30 days after cancellation, giving you time to export anything you need. After 30 days, data is permanently deleted.
Support & Feedback
How quickly will I get a response?
Support messages are reviewed personally. Due to solo founder capacity, replies typically arrive within 48-72 hours. Thank you for your patience — every message is read and valued.
How do I report a bug?
Email support@hopin.app with details of what happened, what you expected to happen, and any screenshots if possible. Include your browser and device type to help us investigate faster.
Can I request a feature?
Absolutely! Email support@hopin.app with your feature request. All feedback is reviewed and genuinely considered for the product roadmap. Your input shapes what Hopin becomes.
Limitations & Responsibilities
What can't Hopin do?
Hopin cannot replace professional inspections, conduct physical assessments, provide legal advice, or guarantee regulatory compliance. It's a tool to help you track and organise — the professional assessments and decisions remain your responsibility.
Is the risk score legally binding?
No. Risk scores and compliance indicators in Hopin are informational only. They are not certifications, legal assessments, or binding determinations. Always rely on qualified professionals for official compliance verification.
Does Hopin guarantee compliance?
No. Hopin helps you track compliance documents and deadlines, but it does not guarantee you are compliant. Compliance depends on proper inspections, professional assessments, and your own operational practices.
Who is responsible for decisions?
You are. Hopin supports operational understanding, but final decisions and actions remain the responsibility of the operator. Use Hopin as a tool to inform your decisions, not as a substitute for professional judgement.
What if my data is incomplete?
Insights and compliance status are based on the information you provide. Incomplete or inaccurate data may reduce the usefulness of dashboards and reports. Keep your documents and property information up to date for the best experience.
What happens if I upload false or fraudulent documents?
Uploading false, altered, or fraudulent compliance documents is serious. Insurance providers may reject claims or refuse coverage entirely if they discover falsified documentation. You could also face legal consequences, regulatory penalties, and personal liability. Hopin displays what you upload — the accuracy and authenticity of documents is your responsibility. Always upload genuine, unaltered compliance certificates.
What if I have a compliance incident?
Compliance incidents happen — they're not fatal. Not addressing them is what creates real risk. Use Hopin to track and prioritise issues, then work with qualified professionals to resolve them. The goal is progress, not perfection.
Important Reminders
- •Hopin is an operational tool, not a substitute for professional advice or inspections.
- •Risk scores and compliance indicators are informational only — not legal certifications.
- •Final decisions and actions remain your responsibility as the operator.
- •Insights depend on the accuracy and completeness of the data you provide.
- •Uploading false or fraudulent documents may result in insurance claim rejection, coverage refusal, and legal liability.