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Subscriptions, Cancellations and Refunds

Recurring subscriptions

Monthly and annual FrontHub subscriptions renew automatically unless cancelled before the next renewal. Cancelling a monthly subscription prevents the next renewal but does not ordinarily refund the current paid monthly billing period.

Annual subscription refund requests

FrontHub may accept voluntary refund requests for annual subscriptions. The monthly subscription segment in which the refund request is submitted is treated as used and is not included in the voluntary refund calculation.

The refundable unused value is calculated from the remaining complete monthly segments after the current segment through the end of the paid annual subscription period. FrontHub calculates this amount automatically from the annual amount actually paid. Customers cannot select an arbitrary partial refund amount.

Refund Processing Fee

For voluntary annual subscription refunds, a FrontHub Refund Processing Fee of 5% is deducted from the otherwise eligible unused subscription value. This is a FrontHub administrative processing fee and is not represented as a Stripe fee.

Example: if the eligible unused subscription value is USD 500.00, a 5% processing fee is USD 25.00 and the estimated customer refund is USD 475.00.

Access after an approved annual refund

When an annual refund is approved, the customer may continue using the paid plan until the end of the monthly subscription segment containing the refund request. The subscription is then scheduled to end and will not continue beyond that date.

Review and payment of refunds

Refund requests are subject to review. FrontHub may approve the full policy-calculated eligible refund or reject the request where the request is not eligible. Approved refunds are normally returned through the original payment method and processing times may depend on the payment provider and financial institution.

Australian Consumer Law

Nothing in these Terms excludes, restricts or modifies any consumer guarantee, right or remedy that cannot lawfully be excluded under the Australian Consumer Law or other applicable law.

The 5% FrontHub Refund Processing Fee does not apply to the extent that applying the fee would reduce or restrict a refund or other remedy that FrontHub is legally required to provide. FrontHub may waive the processing fee when processing such a statutory or legally required remedy.

Where applicable law entitles a customer to cancel a service contract or obtain a refund for an unused portion of a service, those statutory rights prevail over FrontHub's voluntary refund policy.