Refund Policy

Under the Australian Consumer Law, our services must be provided with due care and skill, be fit for the purpose we told you about, and be delivered within a reasonable time.

If there is a major failure, you can cancel the service and receive a refund for the unused portion, or keep it and receive compensation for the reduced value. A major failure is one that a reasonable person would not have bought the service with, had they known about it.

If the failure is not a major one, you can ask us to fix it in a reasonable time. If we do not, you can cancel and receive a refund for the unused portion.

You are also entitled to compensation for other reasonably foreseeable loss or damage caused by a failure.

Examples of a failure include: a paid Hub area being unavailable for a prolonged period; a feature we told you was included not being provided; and a Sprint that is not delivered as described.

You are not entitled to a refund under the Australian Consumer Law just because you changed your mind. This policy still gives you the 14-day guarantee below.

If you are a consumer in the European Economic Area, you have a legal right to withdraw from a distance contract within 14 days without giving a reason. Our 14-day money-back guarantee for the first payment gives you that right for Hub plans, whether or not you started a free trial.

For a Sprint, you can withdraw within 14 days of paying. If you asked for the Sprint to start before the 14 days ended, and it has begun, we may keep an amount in proportion to what has been delivered to the day you told us you were withdrawing.

To withdraw, tell us clearly by the contact form or by email, saying which product and the account email. You may use any wording. You do not need a special form.

If you live in another country, the mandatory consumer rights of that country also continue to apply.

14-day money-back guarantee. If you are not happy with your first payment for Hub Pro or Hub Team, ask us within 14 days of that payment and we will refund it in full, including any GST charged. A free trial does not use up the 14 days, because the period runs from the first payment.

Accidental annual renewal. If an annual plan renews and you did not mean it to, ask us within 7 days of the renewal payment and we will refund it in full.

Cancelling. You can cancel at any time from Manage Billing on your account page. Cancellation takes effect at the end of the period you have paid for and you keep access until then. We do not refund the unused part of a period when you cancel for another reason, except as this policy or the law provides.

If we end your plan, change it in a way that is materially detrimental to you, or stop offering it, we will refund the unused part of your prepaid period, as set out in the Terms and Conditions.

Extra seats. For Hub Team and Organisation plans, the plan's order form or checkout summary says how added or removed seats are charged, and the 14-day guarantee applies to a seat's first payment.

When we refund your first payment, we cancel the subscription and your paid access ends.

Cancelling at least 14 days before the cohort starts. We will refund the full amount you paid, including any GST charged.

Cancelling less than 14 days before the cohort starts. You may transfer your place to the next available cohort once at no charge, or nominate a replacement participant from your organisation at no charge. We do not refund a place in this period for a change of mind, except for the EU withdrawal right described above or as the law provides.

After the cohort has started. We do not refund for a change of mind. If you cannot continue because of serious illness, caring responsibilities or an emergency, contact us and we will consider a transfer or part refund fairly, and we will tell you our reasons.

If we cancel the cohort, or move it by more than 7 days, you may transfer to another cohort or receive a full refund.

If we do not accept your application, you are not charged.

A Sprint payment includes 12 months of Hub Pro. If the payment is refunded, the included Hub Pro ends. Where your payment is refunded in part, we will tell you in writing what access remains.

Use the contact form or email privacy@wahub.ai. Tell us your name, the account email, the product, the date of the payment and why you are asking. You do not need to prove anything to use the 14-day guarantee.

We will acknowledge your request within 5 business days and tell you our decision, with reasons if we decline, within 10 business days.

We refund to the card or payment method you used, in Australian dollars, through Stripe. Your bank usually shows it within 5 to 10 business days. We issue a credit note for any GST that is refunded.

If you paid by bank transfer or invoice, we refund to the account that paid us.

If we decline a refund, you can still use the complaints process in the Terms and Conditions, and you keep your rights under the law.

Please contact us before you ask your bank to reverse a payment, so that we can sort it out quickly. We will work with you and your bank.

If a payment is disputed with a bank, we may pause paid access to that purchase until the dispute is resolved. If the dispute is decided in your favour, the refund is final. If it is decided in ours, access resumes.

We may change this policy. A change does not reduce the refund rights you had when you paid, and we give notice of changes in line with the Terms and Conditions.