Refund Policy

This Refund Policy applies to every purchase made through Esports Hub, including subscriptions, custom services, contract templates, store products, and any other digital product or service offered on the platform. The sections below describe the refund treatment for each category. Esports Hub is operated from Australia and this policy is governed by Australian law, including the consumer guarantees in the Australian Consumer Law.

Australian Consumer Law

Esports Hub is an Australian business and our services are supplied subject to the consumer guarantees in the Australian Consumer Law (ACL, Schedule 2 to the Competition and Consumer Act 2010 (Cth)). These guarantees apply to services supplied for personal, domestic, or household use, and to most business-related supplies under $100,000.

Under the ACL, you are entitled to:

• Services supplied with due care and skill.
• Services that are reasonably fit for any purpose you made known to us before purchase.
• Services delivered within a reasonable time, where no time was specified.

If a service we supply has a major failure (one that cannot be remedied or is significantly different from what was agreed), you are entitled to choose between a refund, a re-supply, or compensation for the difference between the supply and the agreed value. For minor failures, we may choose to repair or re-supply at our discretion.

These rights cannot be excluded, restricted, or modified by this policy. Where this policy and the ACL differ, the ACL applies. To exercise an ACL right, contact us through our contact page or the Esports Hub Discord server with a description of the issue and any supporting context.

Summary

The table below is a quick reference. The detailed sections that follow are the controlling text in case of any conflict.

Digital Products & Services

All purchases on Esports Hub are for digital products and services. Due to the nature of digital goods, all sales are final once the product or service has been delivered or activated, except as expressly provided in the per-product sections below or where a non-waivable consumer guarantee under the Australian Consumer Law or other applicable law applies.

Before submitting any order at checkout, you must tick an agreement box confirming that you have read and agree to our Terms of Service and this Refund Policy. The purchase button is disabled until you tick the box. The same box appears on every order regardless of payment method, including orders fully covered by store credit. Submitting an order constitutes acceptance of those documents and the applicable per-product refund terms set out in this policy.

Contract Templates

Contract templates are digital products delivered as reusable documents. All contract template purchases are final and non-refundable once delivered. Templates are provided as general-purpose starting points, not as legal advice, and may not address your specific jurisdiction or use case. You acknowledge this nature and limitation at the point of purchase.

If a template was not delivered due to a technical issue on our end, contact us through our contact page or the Esports Hub Discord server within 7 days and we will work to resolve the delivery. We do not refund a contract template once it has been delivered.

Nothing in this section limits the consumer guarantees in the Australian Consumer Law or any other non-waivable statutory rights. See the Australian Consumer Law section above.

Custom Services

Custom Discord bots, custom websites, server setup, and partnership work are bespoke services delivered against an agreed scope. Refund treatment, as determined by our internal records of work commenced and delivered:

• Before work begins: a full refund may be issued if you cancel before any deliverables, design work, planning time, or development time has been recorded against your project, as determined by our records.
• Once work has started: the sale is final and no refund will be issued, regardless of the percentage of the agreed scope completed at the time of the cancellation request.
• After delivery: the sale is final and no refund will be issued.

If a delivered service materially fails to meet the agreed scope, contact us through our contact page or the Esports Hub Discord server within 7 days of delivery. We will work with you to resolve the issue through repair or re-supply at our discretion. Where a major failure exists under the Australian Consumer Law, you retain the choice of remedy as set out in the Australian Consumer Law section above.

Brand Purchases & Commissions

Brands sold on Esports Hub are unique digital assets. Each listed brand is exclusive and is taken off the market once it sells, so a sale removes it from availability to everyone else. Refund treatment, as determined by our records of what has been transferred:

• Before transfer: if you change your mind before we hand over the source files and assign the rights in the ticket, you may cancel for a full refund.
• Once transferred: because the brand is a one-off asset delivered in full and removed from sale, the sale is final and non-refundable after the source files and rights have been handed over.

For commissioned brands, the Custom Services rules above apply to the work: a full refund may be available before any design or planning time is recorded, while once work has started or the brand has been delivered the sale is final. Any deposit covers work reserved and begun and is non-refundable once that work starts.

If a delivered brand materially fails to match what was agreed in the ticket, contact us through our contact page or the Esports Hub Discord server within 7 days and we will work to resolve it through repair or re-supply at our discretion. Nothing in this section limits the consumer guarantees in the Australian Consumer Law or other non-waivable statutory rights; see the Australian Consumer Law section above.

Social Media Management & Impression Guarantee

Social Media Management is sold on a recurring monthly basis across four tiers. Each managed tier carries a first-month impression target on the X (Twitter) account we manage on your behalf:

• Starter: 100,000 impressions in month one.
• Professional: 150,000 impressions in month one.
• Enterprise: 200,000 impressions in month one.
• Advisory: coaching only. No impression guarantee applies because we do not post on your behalf.

The impression guarantee is the only refund mechanism for Social Media Management once work begins. If your account does not reach the impression target stated above for the tier you purchased within the first month from the start of service, you may request a refund equal to 50% of what you paid for that first month. Impressions are counted in X's native analytics dashboard on the account we manage, measured over the 30 days starting from the date we publish the first scheduled post under the engagement.

The guarantee covers month one only. It does not apply to any month after the first. If you continue the engagement into month two or beyond, those months are billed and delivered on the same terms as the rest of this policy and are not eligible for the 50% refund, regardless of impression count. The guarantee window closes at the end of the first 30 days from the first scheduled post and does not reset, carry over, or stack.

Outside the impression-guarantee scenario above, Social Media Management is treated like any other custom service: a full refund may be issued only if you cancel before any work has begun, as determined by our records of voice analysis, content drafting, scheduling, and posting time logged against your account. Once work has begun, including any preparation work performed in the lead-up to the first post, the sale is final except for the impression guarantee. Subjective dissatisfaction with the post style, the topics covered, the volume of replies generated, or any other qualitative outcome is not a refund-eligible event.

The impression guarantee does not apply if:

• You did not give us delegated or direct access to the X account in time for us to post the agreed volume of content during month one.
• The account was suspended, restricted, shadowbanned, or otherwise rate-limited by X for reasons outside our control during the month.
• You instructed us to withhold, delete, or significantly alter scheduled posts in a way that reduced posting volume below the agreed tier output.
• You changed account handle, locked the account, or otherwise materially modified the account during the month in a way that affected reach.
• You posted content from another account, agency, or yourself on the same X account during the month, and your impressions are no longer separable from ours.
• Any third party (including yourself) cancelled or disrupted the engagement before the month-one window completed.

To claim the guarantee, contact us through our contact page or the Esports Hub Discord server within 7 days of the end of month one, with a screenshot of the X analytics impressions count for the 30-day window. We will review the request against our posting log and the conditions above and respond within 7 business days.

The Advisory tier is a pure coaching service and is not eligible for the impression guarantee at any tier or any other refund mechanism beyond the standard "before work begins" rule that applies to all custom services. Coaching deliverables (advice, reviews, calls, DM access) are considered delivered when provided, regardless of whether you actioned the advice or saw growth on your account.

Nothing in this section limits the consumer guarantees in the Australian Consumer Law or any other non-waivable statutory rights. See the Australian Consumer Law section above.

Mentoring Sessions

Mentoring sessions are arranged and paid for directly between you and the mentor. Esports Hub does not process payments for mentoring sessions and does not hold mentor session funds. Refunds, disputes, or cancellations relating to mentoring sessions must be resolved between you and the mentor, or with your payment provider.

Esports Hub may assist with platform-level disputes (for example, where a mentor account is fraudulent or the mentor is not delivering services they have advertised) by removing the mentor from the marketplace, but we cannot refund a payment we did not receive. The mentor is responsible for honouring any consumer guarantees that apply under the Australian Consumer Law or your local consumer-protection law.

Premium Subscriptions

Premium subscriptions are billed on a recurring basis. You may cancel your subscription at any time through the Settings page. Upon cancellation, you will retain access to premium features until the end of your current billing period. No partial refunds are issued for unused time within a billing cycle.

Premium access is tied to the account that purchased it and cannot be transferred, sold, or moved to another account or person once purchased. This applies even if you lose access to your account or are suspended or banned from the Esports Hub Discord. Losing access to a purchased subscription this way is not a refund-eligible event.

Gift Subscriptions

Gift subscriptions are one-time payments that grant premium access to another member for a selected duration. Once a gift has been purchased and activated for the recipient, the sale is considered final and non-refundable. The gifter cannot revoke or transfer a gift after it has been delivered. If a gift was not delivered due to a technical issue on our end, contact us through our contact page or the Esports Hub Discord server within 7 days and we will work to resolve the issue or consider a refund.

Gift Cards & Store Credit

Gift cards are prepaid store credit purchased for a fixed amount with real money. A one-time code is generated and delivered as soon as your purchase completes, by email, Discord direct message, or to you to share yourself. Because the code is delivered immediately, gift card purchases are final and non-refundable once the code has been issued. Whoever holds the code can redeem it for store credit, so treat it like cash; we cannot reverse a redemption or refund a code that has been shared or used.

When a gift card is redeemed, its value is added to the redeeming account as store credit. Store credit never expires, is applied automatically toward eligible purchases at checkout, has no cash value, and cannot be converted back into a cash refund or transferred to another account. If a gift card was charged but no code was issued due to a technical issue on our end, contact us through our contact page or the Esports Hub Discord server within 7 days and we will resolve the issue or consider a refund.

Nothing in this section limits the consumer guarantees in the Australian Consumer Law or any other non-waivable statutory rights. See the Australian Consumer Law section above.

Promotional Posts

Promotional posts are one-time purchases that schedule a paid announcement in the Esports Hub Discord announcements channel. Once a promotional post has been published to Discord, the sale is considered final and non-refundable. If your post has not yet been published and the scheduled date has not passed, you may contact us through our contact page or Discord to request cancellation; we may issue a refund at our discretion. If a promotional post failed to send due to a technical issue on our end and could not be resolved through our automatic retry system, contact us within 7 days and we will resolve the issue or consider a refund.

Lifetime Plans

Lifetime plan purchases are non-refundable. By purchasing a lifetime plan, you acknowledge that this is a one-time payment for permanent access to premium features as described at the time of purchase. Lifetime access is tied to the account that purchased it and cannot be transferred, sold, or moved to another account or person, even if you lose access to that account or are suspended or banned from the Esports Hub Discord.

Eligibility for Refunds

Outside the scenarios already covered in the per-product sections above, refunds may be considered on a case-by-case basis under the following circumstances:

• You were charged in error due to a technical issue on our end.
• A purchased product or service has a major failure under the Australian Consumer Law (one that cannot be remedied or is significantly different from what was agreed).
• A duplicate charge occurred for the same product or service.

Outside these circumstances and the specific product sections above, refunds are at our sole discretion. Subjective dissatisfaction, change of mind, or a service performing as described but not meeting unstated expectations is not a refund-eligible event.

Requesting a Refund

To request a refund, contact us through our contact page or the Esports Hub Discord server within the time window set out in the applicable per-product section above (typically 7 days of the relevant trigger event, such as purchase for non-delivery cases or delivery for material scope failures). Please include your username, the product or service in question, and a description of the issue. We will review your request and respond in due course. Submission of a refund request is not an entitlement to a refund; eligibility is governed by the per-product sections, the Eligibility for Refunds section, and any applicable consumer-guarantee rights.

Processing Time

Approved refunds will be processed within 5 to 10 business days. Refunds are issued in the same currency as the original purchase and returned to the original payment method used at the time of purchase. We do not refund to alternative payment methods or currencies. Currency conversion fees, exchange-rate differences, or processing fees imposed by your card issuer or payment provider on the refund are outside our control and are not reimbursed.

Affiliate Commission Clawback

If a purchase that earned an affiliate commission is later refunded, the corresponding commission is reversed and removed from the affiliate's pending balance. If the commission has already been paid out, the equivalent amount is deducted from the affiliate's next payout, or recovered through a chargeback or invoice if no future payout is expected. Coordinated abuse of the affiliate program (for example, an affiliate referring purchases that are then refunded to extract commission) may result in account termination and forfeiture of all pending commissions.

Account Termination

If your account is terminated for violating our Terms of Service, the server rules, or any other platform policy, all paid services, subscriptions, store credit, pending rewards, and unpaid affiliate commissions associated with the account are forfeited without refund. This includes one-time purchases, recurring subscription payments, and any work in progress at the time of termination. See the Termination section of our Terms of Service for the full enforcement detail.

Chargebacks & Payment Disputes

If you initiate a chargeback or payment dispute through your card issuer, bank, or payment provider without first contacting us to resolve the issue, we reserve the right to suspend or terminate your account and revoke access to all purchased products and services pending the outcome of the dispute.

We will dispute any chargeback we believe to be unfounded by submitting evidence to your payment provider, including but not limited to records of account creation, purchase confirmation, IP address and device information, delivery or activation timestamps, communication logs, and proof of service completion. By making a purchase, you consent to this disclosure for the purpose of dispute resolution.

Where Stripe, PayPal, or another payment processor forces a refund or reverses a transaction through their internal processes (for example, due to fraud signals or processor-level dispute resolution) that was not approved by us, we may suspend or terminate the affected account and revoke access to the related products and services. This applies regardless of whether the refund was initiated by you, your bank, or the processor.

Rights for Users Outside Australia

Where local consumer-protection laws in your country grant you non-waivable refund rights, those rights apply to you and are not limited by this policy. The most common examples include the EU Consumer Rights Directive (which provides a 14-day cooling-off period for digital purchases) and the UK Consumer Rights Act. To exercise such a right, contact us through our contact page or the Esports Hub Discord server with a description of the right being invoked and any supporting documentation.

EU and UK statutory cooling-off rights may not apply to digital content where the consumer has expressly consented to performance beginning during the withdrawal period and acknowledged that this loses the right of withdrawal. By submitting an order on Esports Hub you indicate that you understand your purchase will be delivered as soon as you confirm, and that, where applicable, this waives your statutory cooling-off period. By agreeing to this Refund Policy at checkout, you provide that consent and acknowledgement. The order cannot be submitted until you tick the agreement box, and the ticked-box state is part of our records of the transaction.

Changes to This Policy

We may update this Refund Policy from time to time. Changes apply only to purchases made on or after the effective date of the change; purchases made before the effective date are governed by the version of this policy in force at the time of purchase. We will notify you of material changes by updating the "Last updated" date at the top of this page and, where reasonable, by posting an in-app notice or sending a notification to your Discord direct messages. Continued use of the service after the effective date of an update constitutes acceptance of the revised policy.

Contact

If you have questions about this policy or need to request a refund, reach out through our contact page or through the Esports Hub Discord server.