Scope
This Refund Policy applies to all paid services offered through EquiHub (equihub.dev), including Equinox, EquiMissioner, and related subscription products. EquiHub is operated by Fluity.
All subscription payments go through Stripe. This policy covers refund requests sent to EquiHub support. It does not replace Stripe's own payment and dispute procedures.
General policy
EquiHub operates on a no-refund-by-default basis. Subscription fees are generally final once the 24-hour eligibility window has passed.
Refunds are the exception. We issue them only when a request meets the criteria in Section 3, or when EquiHub finds that a qualifying circumstance under Section 3 applies. EquiHub may deny any refund request that does not satisfy this policy.
Review this policy before you complete a purchase.
Eligible refunds
A refund may be granted only in these circumstances:
| Circumstance | Conditions | Refund type |
|---|---|---|
| First-time subscription | Request within 24 hours of initial purchase. First subscription only, not renewals. | Full |
| Service downtime | Extended or material unavailability attributable to EquiHub, verified by our team. | Case-by-case |
| Billing mistake | Error in billing amount, plan, or charge made by EquiHub or Stripe on our behalf. | Case-by-case |
| Duplicate payment | The same charge processed more than once for the same service period. | Case-by-case |
For case-by-case circumstances, EquiHub may issue a full or prorated refund at its sole discretion. Approval is not guaranteed.
Non-refundable items and situations
The following are not eligible for a refund unless applicable law requires otherwise:
- One-time purchases, including any non-recurring products or services.
- Subscription renewals. The 24-hour refund window applies only to your first subscription purchase, not to later billing cycles.
- Requests submitted after 24 hours from a first-time subscription purchase, except for qualifying circumstances in Section 3.
- Dissatisfaction with features or performance after the eligibility window, where no qualifying error or downtime applies.
- Accounts terminated for abuse, Terms of Service violations, or misuse of EquiHub tools. See Section 11.
- Partial use of services during an otherwise valid subscription period, where no qualifying refund circumstance applies.
Refund amounts
- Full refund. Granted when a first-time subscription refund request is submitted within 24 hours of purchase and approved.
- Prorated refund. May be granted only in special circumstances (service downtime, billing mistakes, duplicate payments) at EquiHub's sole discretion. Prorated amounts reflect the unused portion of the affected billing period.
- No refund. All other requests are denied. EquiHub does not issue refunds outside the conditions in this policy.
Cancellation vs. refund
Canceling a subscription and getting a refund are separate actions.
Cancel auto-renewal
Cancel through the Stripe customer portal at any time to prevent future charges. Cancellation stops renewal; it does not entitle you to a refund for the current or any prior billing period unless this policy applies.
Request a refund
Requires a formal request to EquiHub support and approval under this policy. An approved refund ends the subscription immediately, as described in Section 9.
How to request a refund
Open a ticket in the support portal. Incomplete requests may be denied without review.
Required information:
- EquiHub account username
- Payment email associated with the Stripe transaction
- Order ID or Stripe payment reference
- Discord username
- A clear reason, including date and time of purchase
Include all required fields in the ticket. Or email support@equihub.dev.
Review and processing timeline
-
Request received
Support confirms receipt if all required information is provided.
-
Review
Requests are typically reviewed within 24 hours. Complex cases may take longer.
-
Decision
You will be notified by email of approval or denial. EquiHub's decision is final.
-
Stripe processing
Approved refunds are issued through Stripe. How long funds take to appear depends on your bank and Stripe's schedule, typically 5 to 10 business days.
Effect of an approved refund
When a refund is approved:
- Your subscription is cancelled immediately.
- Access to paid EquiHub services is revoked immediately.
- The refund is processed to the original payment method via Stripe.
There is no partial access or grace period after refund approval.
Payment processing
All payments and refunds go through Stripe. EquiHub does not store full payment card details. Refund timing after approval depends on Stripe and your financial institution.
If you open a payment dispute or chargeback with your bank or card issuer, that process is governed by Stripe and your payment provider. EquiHub may provide transaction records to Stripe as part of dispute resolution. A chargeback does not replace the requirement to open a ticket in the support portal under this policy.
Abuse and enforcement
EquiHub may deny refunds and terminate accounts without refund in cases of:
- Abuse of EquiHub tools, automation systems, or platform resources
- Violation of the Terms of Service
- Fraudulent refund requests or misrepresentation of purchase details
- Repeated refund requests intended to circumvent billing
- Activity that harms the service or other users
Accounts terminated under this section receive no refund for any remaining subscription period and may be permanently banned from EquiHub services.
Policy changes
Fluity may update this Refund Policy at any time. The "Last updated" date at the top of this page shows when it last changed. Material changes will appear here. If you keep using EquiHub after changes take effect, you accept the updated policy.
Contact
For refund requests and billing inquiries, open a ticket in the support portal.
- Operator
- Fluity (EquiHub)
- support@equihub.dev
- Website
- equihub.dev