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 are processed through Stripe. This policy governs refund requests submitted 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 exceptional. They are issued only when a request meets the eligibility criteria in Section 3, or when EquiHub determines that a qualifying circumstance under Section 3 applies. EquiHub reserves the right to deny any refund request that does not satisfy this policy.
You are responsible for reviewing this policy before completing any purchase.
Eligible Refunds
A refund may be granted only in the following 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 under any circumstance unless explicitly required by applicable law:
- 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 subsequent 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 defined in this policy.
Cancellation vs. Refund
Canceling a subscription and receiving 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 results in immediate subscription termination as described in Section 9.
How to Request a Refund
Submit requests to support@equihub.dev. 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 email body.
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. The time for funds to appear in your account depends on your bank and Stripe's processing 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 without delay.
- The refund is processed to the original payment method via Stripe.
No partial access or grace period is provided after refund approval.
Payment Processing
All payments and refunds are handled through Stripe. EquiHub does not store full payment card details. Refund timing after approval is subject to Stripe and your financial institution.
If you initiate a payment dispute or chargeback directly 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. Initiating a chargeback does not replace the requirement to contact support under this policy.
Abuse and Enforcement
EquiHub reserves the right to 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
- Any activity that compromises service integrity 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 reflects the most recent revision. Continued use of EquiHub services after changes take effect constitutes acceptance of the updated policy. Material changes will be reflected on this page.
Contact
For refund requests and billing inquiries:
- Operator
- Fluity (EquiHub)
- support@equihub.dev
- Website
- equihub.dev