> ## Documentation Index
> Fetch the complete documentation index at: https://staff-docs.esportshub.io/llms.txt
> Use this file to discover all available pages before exploring further.

# Refunds

> How refunds work, what is and isn't refundable, and how to handle refund requests.

Every purchase on Esports Hub is a digital product or service, and every member ticks a box at checkout confirming they have read and agree to our [Refund Policy](https://esportshub.io/refund-policy) and [Terms of Service](https://esportshub.io/terms) before the order goes through. The order button is disabled until they tick it, and their agreement is recorded with a timestamp against the transaction. So a member asking for a refund has already accepted these terms.

<Note>
  When a member requests or disputes a refund, stay calm and **link them the [Refund Policy](https://esportshub.io/refund-policy)**. They agreed to it at checkout. Point them to the section for their product instead of debating the outcome.
</Note>

## Quick reference

| Product                                                      | Refund treatment                                                                                                    |
| ------------------------------------------------------------ | ------------------------------------------------------------------------------------------------------------------- |
| Premium subscriptions                                        | Non-refundable. Cancel anytime in Settings, which stops the next renewal. No refund for unused time in a cycle.     |
| Lifetime plans                                               | Non-refundable.                                                                                                     |
| Gift subscriptions                                           | Refundable before activation only, final once delivered.                                                            |
| Gift cards & store credit                                    | Non-refundable once the code is issued.                                                                             |
| Contract templates                                           | Non-refundable once delivered (7-day window for delivery technical issues only).                                    |
| Custom services (bots, websites, server setup, partnerships) | Refundable before work begins only, final once work has started or been delivered.                                  |
| Brands (ready-made)                                          | Non-refundable.                                                                                                     |
| Brands (commissioned)                                        | Satisfaction guarantee: refunded if we have genuinely tried everything and the member is still not happy.           |
| Brands (Verified Marketplace)                                | Non-refundable, except an invalid sale (for example the seller did not own the brand).                              |
| Social Media (Starter / Pro / Enterprise)                    | 50% back only if we miss the tier's first-month impression target. No other refund once work begins.                |
| Social Media (Advisory)                                      | Before work begins only. Coaching, no impression guarantee.                                                         |
| Mentoring                                                    | Not handled by us. Payment goes to the mentor, so the member resolves it with the mentor or their payment provider. |
| Promotional posts                                            | Refundable before publication, final once published.                                                                |

## What can be refunded

* **Before work begins.** Custom services and promo posts can be refunded if the member cancels before any work has started or been delivered, as determined by our records.
* **Billing errors and duplicate charges.** A charge made in error due to a technical issue on our end, or a duplicate charge for the same thing.
* **Major failure under the Australian Consumer Law.** A service that cannot be remedied or is significantly different from what was agreed. The member can choose a refund, a re-supply, or compensation, and these rights cannot be excluded by our policy.
* **The specific guarantees:** the Social Media impression guarantee (month one only), the commissioned-brand satisfaction guarantee, and an invalid Verified Marketplace sale.

## What is not refundable

* Change of mind, or subjective dissatisfaction with a service that performed as described.
* Unused time within a subscription billing cycle that has already been charged.
* Anything final on delivery or activation: contract templates, ready-made brands, gift cards, published promo posts, and gift subs once activated.
* Anything forfeited when an account is terminated for breaking the rules: subscriptions, store credit, pending rewards, and unpaid affiliate commissions.

## Chargebacks

If a member starts a chargeback or payment dispute without contacting us first, we can suspend or terminate the account and revoke access while the dispute plays out, and we contest unfounded chargebacks with evidence. Never suggest a member start a chargeback. Route them to a refund request or a ticket instead.

## Handling a request

* Refund requests come through the [contact page](https://esportshub.io/contact) or a ticket in the server, normally within 7 days of the trigger event.
* Submitting a request is not an entitlement to a refund. Eligibility is set by the sections above, not by the member insisting.
* Do not promise an outcome or issue a refund yourself. Log the request and route it to the team that handles refunds.
* Approved refunds are processed in 5 to 10 business days, to the original payment method and currency.

For the full detail, see the [Refund Policy](https://esportshub.io/refund-policy).