Refund and cancellation policy

This policy forms part of the licence terms.

There are two separate things on this page, and it is worth knowing which one you are using.

• A statutory right of withdrawal, if you are a consumer in the EU or the UK. It comes from the law, not from us, and we cannot reduce it.
• Our own money-back guarantee, which we offer to everyone and which is more generous in some ways than the statutory right.

You can use whichever suits you. Asking for one is not giving up the other.

1. Your statutory right of withdrawal

If you are a consumer resident in the EU or the UK, you have fourteen days from the day the contract is concluded to withdraw from it without giving any reason, under the Consumer Rights Directive (2011/83/EU) and the law implementing it where you live.

1.1 When immediate access affects that right

HUBU is digital content, and it is delivered as soon as you pay. The law lets that right be lost for digital content, but only if, before delivery begins, you:

• expressly ask us to begin delivery straight away, and
• acknowledge that you will lose your right of withdrawal once it has.

We ask for both at checkout, as a separate tick you have to make yourself. It is never pre-ticked. If you do not tick it, we do not deliver the download or the key immediately, and your fourteen days run in full.

If we ever fail to take that consent properly, your right of withdrawal is not lost, and if you then withdraw you owe us nothing.

1.2 How to withdraw

Email sales@hubu.pro within the fourteen days and say that you are withdrawing. Any clear statement is enough — you do not have to use a particular form. If you prefer one, this is the model form from the Directive:

To [[LEGAL NAME]], [[REGISTERED ADDRESS]], sales@hubu.pro:

I hereby give notice that I withdraw from my contract for the purchase of the following: HUBU [tier] licence, order number [ ].

Ordered on [ ]. Name of consumer: [ ]. Address of consumer: [ ]. Signature (only if this form is notified on paper): [ ]. Date: [ ].

1.3 What happens then

We refund every payment we received from you, using the same means of payment you used, within fourteen days of being told. There is no fee for withdrawing.

2. Our money-back guarantee

Separately from the above, and wherever in the world you are: install HUBU, and if it is not right for you, ask for your money back within fourteen days of purchase. There is no form and we will not ask you to justify it.

Fourteen days is deliberately the same length as the statutory window in §1, so there is one number to remember rather than two. The difference is who it covers and what it asks of you: §1 is a legal right belonging to consumers in the EU and the UK, and this is a promise to everybody, including businesses.

We would like to know what went wrong, because it is usually a bug or a missing feature and we would rather hear it than not. But telling us is not a condition.

2.1 How to ask

Email sales@hubu.pro from the address on the order, with the order number. We confirm receipt and issue the refund to the original payment method. Your bank or card issuer then takes its own time — typically three to five working days — before it appears.

2.2 What the guarantee does not cover

• A renewal you meant to cancel and did not, more than fourteen days after it was taken. We will always look at these individually and we usually refund them; we just do not promise to.
• Repeated purchase-and-refund of the same tier. Once is a trial. Several times is something else, and we may decline.
• Work done for you, if we have agreed any custom work separately.

Nothing in this section applies to the statutory right in §1, which has no such exclusions.

3. Cancelling a renewal

A licence runs for a year and renews unless you cancel. You can cancel at any time from your account, or by emailing sales@hubu.pro. There is no notice period and no cancellation fee.

Cancelling stops the next charge. It does not switch anything off: the code keeps running and your sites keep the last version delivered inside the term. What stops at the end of the term is updates and support. This is worth restating because it is the part people expect to work the other way — HUBU is GPL software, and it does not phone home for permission to run.

We email you before a renewal is taken, with the amount and the date, so a renewal should never be a surprise.

4. If something goes wrong with a payment

If you think you have been charged incorrectly, email sales@hubu.pro before raising a chargeback with your bank. We can almost always fix a billing mistake faster than a card scheme can, and a chargeback costs us a fee whether or not the charge was right.

If we cannot agree, you keep every right you had: a chargeback, a complaint to a consumer authority where you live, and — for consumers in the EU — the Commission's online dispute resolution platform at https://ec.europa.eu/consumers/odr.

5. Faulty software

None of this affects your rights if the plugin is faulty or does not match its description. Those rights come from consumer law where you live, they last longer than any window on this page, and a refund under §1 or §2 is not you using them up.