Refund Policy
We want you to be happy with WCAGHub. If a paid plan isn't right for you, you can request a refund within 14 days of your first payment — no questions asked. This page explains exactly when, how and whether a refund applies, in plain English and in line with your statutory rights under EU, UK, AU and other consumer-protection laws.
14-day money-back guarantee
On your first-time paid subscription to WCAGHub you have a full 14 calendar days from the date of initial payment to request a 100% refund for any reason. This guarantee is in addition to — and does not replace — the statutory rights you have under the laws of your country (EU/EEA, UK, Switzerland, Australia, New Zealand, Canada, Brazil and elsewhere).
Scope of this Policy
This Refund Policy governs payments you make to WCAGHub Pty Ltd (ABN [TBD], registered office [REGISTERED ADDRESS, Australia], "WCAGHub", "we", "us") for access to the WCAGHub Platform — including the Web Accessibility Checker, PDF Accessibility Checker and Document Accessibility Checker, whether used stand-alone, as part of a bundled subscription, or via the WCAGHub Enterprise plan.
It forms part of, and should be read together with, our Terms of Service, Privacy Policy and, where applicable, the Data Processing Agreement and any separately signed Order Form.
Where this Policy is inconsistent with a separately signed Order Form or Enterprise Master Services Agreement, the Order Form / MSA prevails for that customer only.
14-day money-back guarantee
We offer a voluntary 14-day money-back guarantee ("Guarantee") on every first-time paid subscription, regardless of where you are in the world. The Guarantee is our own commercial promise and is in addition to the mandatory consumer rights described in S3.
Who is eligible
- First-time customers only. The Guarantee applies to your first paid plan on WCAGHub. It does not apply to renewals of an existing paid plan, or to re-subscriptions after a prior refund.
- Request window: 14 calendar days, starting 00:00 UTC on the day of the initial successful payment and ending 23:59 UTC on day 14.
- Any reason. You don't have to justify your request — a simple "please cancel and refund" is enough.
What you get back
- 100% of the Fees you paid for the first billing period of that plan.
- Refunded to the original Stripe payment method (card, bank account, Apple Pay, Google Pay, etc.).
- Any applicable taxes collected by us are refunded together with the base Fees (see S12).
The 14-day Guarantee is a commercial promise, not a legal right. It runs in parallel with — and does not shorten — the statutory withdrawal, cooling-off and consumer-guarantee rights set out in S3. Where a statutory right gives you a broader remedy, the statutory right prevails.
Statutory rights (EU / UK / CH / AU / other)
Nothing in this Policy limits any non-excludable right you have under the consumer-protection law of your country of residence. The most important statutory regimes that apply to WCAGHub customers are set out below.
14-day withdrawal (CRD)
Consumers in the EU/EEA have a 14-day right of withdrawal under Directive 2011/83/EU (Consumer Rights Directive) for distance contracts. The period runs from the day the contract is concluded.
If you expressly request that we begin supplying the service before the 14-day period ends and acknowledge that you will lose the right of withdrawal once the service has been fully performed, you may be charged for the service actually used up to the moment you notify us — but the Guarantee in S2 still lets you ask for a full refund within 14 days.
Consumer Contracts Regs 2013
UK consumers have an equivalent 14-day cancellation right under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, and the Consumer Rights Act 2015 rights to a service performed with reasonable care and skill.
revFADP + Swiss CO
Swiss consumers receive the protections of the Swiss Code of Obligations. Where a mandatory Swiss rule gives a better remedy than this Policy or the Terms, the Swiss rule prevails.
ACL consumer guarantees
Our services come with consumer guarantees under the Australian Consumer Law that cannot be excluded. If a service has a major failure, you are entitled to cancel and obtain a refund for the unused portion, or compensation for its reduced value. For minor failures we will remedy the problem within a reasonable time; if we fail to do so, you may cancel and recover a refund.
Consumer Guarantees Act 1993
NZ consumers benefit from equivalent guarantees of acceptable quality and fitness for purpose under the CGA.
Provincial consumer law
Canadian consumers retain all rights under their provincial consumer protection statutes (e.g. Ontario CPA 2002, Quebec CPA) including cooling-off periods where applicable.
CDC Art. 49 (7-day)
Brazilian consumers enjoy a 7-day withdrawal right under Article 49 of the Consumer Defence Code (CDC) for contracts concluded outside commercial premises, plus the broader protections of Law 8.078/1990.
State law
Where applicable, the cooling-off rules of your state (e.g. California Civil Code S1689) remain unaffected. The 14-day Guarantee in S2 is in any event more generous than most state-law defaults for SaaS.
If you are unsure which regime applies to you, please contact info@wcaghub.com. We will always apply the regime that is most favourable to you as the customer.
What is refundable & what is not
Refundable
- First-time monthly subscription within 14 days of initial payment.
- First-time annual subscription within 14 days of initial payment.
- Any duplicate charge caused by a payment-system error.
- Charges made after a verified, timely cancellation request.
- Charges to a card reported as compromised before the platform was used.
- Service failure amounting to a major failure under the Australian Consumer Law, EU CRD or equivalent.
- Statutory withdrawal under EU CRD, UK CCR 2013, Brazilian CDC Art. 49 etc., as applicable.
Not refundable
- Renewal charges on an existing subscription (after the first 14 days).
- Scan-credit top-ups that have been fully consumed (see S5).
- Custom enterprise engagements after the Order-Form cooling-off window (see S6).
- Add-ons already used in full (e.g. one-off PDF remediation export delivered).
- Charges disputed after the 14-day Guarantee has expired, unless a statutory right applies.
- Fees paid through channels outside our billing systems (e.g. third-party marketplace bundles — refer to that marketplace's own policy).
- Amounts withheld because of a documented breach of the Terms of Service (e.g. prohibited use).
In the table below "first-period" means the first billing cycle of a newly created paid subscription.
| Plan / item | 14-day Guarantee | After 14 days | Statutory (EU/UK/AU) |
|---|---|---|---|
| Monthly subscription — first period | Full | No — cancel to stop renewals | Only for major service failure |
| Annual subscription — first year | Full | Pro-rated refund only on major failure | Major failure → pro-rated or full |
| Annual subscription — renewal | No | Pro-rated refund only on major failure | Major failure → pro-rated |
| Scan-credit top-up (unused) | Full | Full refund on request | Yes — statutory consumer rights apply |
| Scan-credit top-up (partly used) | Unused portion only | Unused portion only | Unused portion + major-failure rules |
| Scan-credit top-up (fully used) | No | No | Only major-failure remedies |
| Enterprise plan (Order Form) | Per Order Form | Per Order Form | Non-excludable rules apply |
| One-off custom work (remediation, audits) | Until work begins | No once performed | Major-failure remedies |
How Scan Credits affect refunds
A "Scan Credit" is the unit we use to measure one scan of a URL, one PDF analysis or one DOCX/ODT analysis across the three WCAGHub checkers. Credits are allocated to your subscription (monthly or annual) and, on some plans, can be topped up separately.
- 1 scan
- 1 credit Web / PDF / Doc checker
- Re-scan after fix
- 1 credit Each re-scan is a new scan
- Credit validity
- Subscription period Resets on renewal
- Top-up validity
- 12 months From purchase date
How we calculate a refund when credits have been used
- We count the credits consumed on your account between the charge date and the refund-request date.
- We calculate the unused credit value by multiplying remaining credits by our published list price per credit for your plan (not the bundle price).
- If you are inside the 14-day Guarantee and have consumed 20 or fewer credits, we will refund 100% of the amount paid as a goodwill allowance. Above that threshold we will refund the unused portion only, unless a statutory right requires more.
- Where a major failure under Australian or equivalent consumer law has prevented you from using credits (for example, platform outage), we will refund the full charge regardless of credits consumed.
We apply the 20-credit allowance generously — the intent is to let you genuinely try the platform. If you have used a handful of scans to evaluate WCAGHub and it's simply not for you, you will get 100% back within the 14-day window.
Enterprise & annual plans
(a) Enterprise (Order Form)
Enterprise engagements are governed by a separately signed Order Form and, where applicable, a Master Services Agreement. Refund terms in the Order Form prevail over this Policy for that customer. In the absence of a contrary term:
- A 30-day cooling-off applies from the Order Form start date. Within that window, you may terminate for convenience and receive a pro-rated refund of Fees for the unused portion of the initial term.
- After the cooling-off window, Fees for the remaining committed term are non-refundable, except where (i) we materially breach the MSA and fail to cure within 30 days, (ii) a non-excludable statutory right applies, or (iii) the Order Form provides otherwise.
(b) Annual self-serve plans
Annual self-serve subscriptions follow the 14-day Guarantee in S2. After 14 days, Fees for the remainder of the annual term are non-refundable, except for a major failure under applicable consumer law, in which case we refund the pro-rated unused portion.
(c) Public-sector & education customers
Where local procurement law mandates additional rights (e.g. EU Directive 2014/24/EU procurement rules, AU Commonwealth Procurement Rules, state-government standard terms), those rights apply in addition to and on top of this Policy.
Cancellations & auto-renewal
All monthly and annual subscriptions auto-renew unless cancelled at least 24 hours before the renewal date. You can cancel at any time:
- In your dashboard: Settings → Billing → Cancel subscription. Cancellation is effective at the end of the current billing period.
- By email to info@wcaghub.com from the email address registered on the account.
Cancellation stops future renewals. It is not the same as a refund. To request a refund for a charge already made, see S10.
For EU and UK consumers, we will send you an expiry reminder at least 30 days before an annual plan auto-renews and at least 7 days before a monthly plan renews (as required by transparency rules in EU Member States and the UK Digital Markets Act regime).
Failed, duplicate & mistaken charges
Problems with charges happen. We fix them promptly and at no cost to you.
- Duplicate charge. If our Stripe logs confirm the same invoice was charged twice, we will refund the duplicate within 2 business days of confirmation, regardless of the 14-day window.
- Wrong amount. If you were charged more than the price displayed at checkout, we will refund the difference.
- Post-cancellation charge. If a renewal was taken after you successfully cancelled, we refund the full renewal charge.
- Unauthorised charge. If a charge was made on a card without the cardholder's consent, please contact info@wcaghub.com and your card issuer immediately. We will cooperate fully with the issuer's investigation.
Chargebacks & bank disputes
A chargeback is a forced reversal of a payment initiated by your bank or card network. Because chargebacks carry fees and impact our payment-processor reputation, please try the faster route first:
- Contact us first. Email info@wcaghub.com before filing a chargeback. Most disputes are resolved within 24 hours by direct refund.
- If you do file a chargeback, we may pause access to your account until the dispute is resolved. This is not a penalty — it prevents continued consumption of credits while the charge is being investigated.
- If you win the chargeback, the outcome stands and no further action is required from us.
- If you lose the chargeback, your access is restored and the disputed amount remains payable.
Nothing in this Policy limits your right to bring a dispute directly with your card issuer under Mastercard, Visa, Amex or local card-scheme rules.
How to request a refund — step by step
You can request a refund in the dashboard or by email. Either route reaches the same team and produces the same outcome — pick whichever is easier for you.
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Identify the charge.
Open Settings → Billing → Invoices and note the invoice number (format INV-YYYYMM-XXXXX) and the amount you want refunded.
-
Choose your channel.
Use the "Request refund" button next to the invoice in the dashboard, or email info@wcaghub.com from the account email address.
-
Tell us why (optional).
Within the 14-day Guarantee we do not require a reason. If you are asking for a statutory refund (major failure, duplicate charge etc.), a brief description helps us route the request correctly.
-
Acknowledgement within 2 business days.
You will receive an acknowledgement email with a reference number (RF-YYYYMM-XXXXX). We keep you updated via that thread.
-
Decision within 5 business days.
For straightforward requests (14-day, duplicate, cancellation issue) we usually decide the same day. More complex statutory-rights cases may take up to 5 business days.
-
Funds on their way.
Once approved, the refund is issued to the original Stripe payment method. You will receive an email from Stripe confirming it. See S11 for timings.
If you are an EU consumer exercising the right of withdrawal under Directive 2011/83/EU, you may use the model withdrawal form, but you are not obliged to — a plain email saying "I withdraw from the contract" is sufficient.
Timeframes & method of repayment
- Acknowledgement
- ≤ 2 business days from receipt of request
- Decision
- ≤ 5 business days for complex cases
- Refund issued
- Same business day after approval
- Funds on statement
- 2 – 10 business days depending on card issuer
- Refunds are issued through Stripe to the original payment method. We cannot redirect a refund to a different card, account or person for anti-fraud and AML reasons.
- If the original card has expired or been closed, Stripe will attempt a bank-routed refund using its standard fallback flow. In rare cases where this fails, we will contact you to arrange an alternative (e.g. SEPA / SWIFT).
- For EU consumers exercising the right of withdrawal, we refund within 14 days of the day we receive your withdrawal notice, consistent with Article 13 CRD 2011/83/EU.
Taxes, currency & exchange differences
- Taxes collected by us (GST, VAT, sales tax, etc.) are refunded together with the base Fees.
- Currency. Refunds are made in the same currency in which the charge was processed. Where your card issuer converts amounts to a different currency, exchange-rate differences between charge and refund are a matter between you and your issuer — we cannot compensate for these.
- Fees absorbed by WCAGHub. Stripe processing fees are borne by us; they are not deducted from your refund.
- Invoicing. A credit note is issued automatically when a refund is processed, and is downloadable from the dashboard next to the original invoice.
Frequently asked questions
I only used one scan and didn't like the output — can I still get a full refund?
Yes. Inside the 14-day Guarantee (S2) we refund 100% even after limited use — the goodwill allowance in S5 covers up to 20 consumed credits.
My team used 500 scans in the first week — can I still get a refund?
The 14-day Guarantee still applies, but the goodwill allowance does not. We will refund the unused portion of the month / year, unless a major-failure statutory right applies. We determine this per-seat and per-checker.
I missed the 14-day window by two days — is there any flexibility?
Ask anyway. We look at each case individually and will apply discretion where the delay was minor and reasonable (e.g. public holiday, travel, health). Statutory rights continue to apply separately regardless.
Can I get a partial refund if I downgrade mid-year?
Downgrades take effect at the next renewal; we do not pro-rate mid-cycle unless the downgrade is caused by a major service failure on our side.
Does the 14-day Guarantee apply to re-subscriptions after I previously cancelled & refunded?
No. The Guarantee is a first-time promise. Re-subscriptions are governed by the refund matrix in S4 and your statutory rights only.
Are enterprise customers covered by the 14-day Guarantee?
Enterprise customers are covered by the cooling-off window and termination rules in their Order Form (S6). The 14-day self-serve Guarantee is a separate promise that applies to public self-serve plans.
I'm an EU consumer — do I have to use the model withdrawal form?
No. Any clear statement that you wish to withdraw (email, dashboard request, letter) is sufficient under Article 11 of Directive 2011/83/EU.
How long does the refund take to appear on my card?
Stripe releases the funds the same business day we approve. Your issuing bank normally clears them within 2–10 business days; a minority of banks take up to 15. If nothing appears after 15 business days, contact us and we will send you the Stripe refund receipt as evidence for your bank.
I paid by bank transfer (Enterprise) — how is the refund issued?
By SEPA, SWIFT or equivalent transfer to the account from which payment was received. We will ask for a named confirmation of the receiving account for AML purposes.
Do you refund annual plans pro-rata at any point?
Only in two cases: (a) within the 14-day Guarantee (full refund), or (b) where a major failure under consumer law means you cannot reasonably use the remainder of the year. Otherwise annual plans are non-refundable after 14 days — this is why the annual plan is cheaper per month than the monthly plan.
Changes to this Policy
We may update this Refund Policy from time to time. For material changes that reduce your rights, we will give at least 30 days' advance notice by email to the account owner and an in-dashboard banner. The new version applies only to charges made after the effective date unless you accept earlier.
Non-material changes (typos, clarifications, added examples, new FAQs) take effect on publication. We always preserve the prior version alongside the new one at /legal/refund-policy/history/ so you can compare.
Contact & escalation
Registered office
WCAGHub Pty Ltd
ABN [TBD]
[REGISTERED ADDRESS]
Australia
EU / UK dispute resolution
EU consumers can access the European Commission's Online Dispute Resolution platform.
UK consumers can contact Citizens Advice.
This Refund Policy is written in English. Any translation is provided for convenience only; the English version prevails in case of conflict, except where mandatory consumer-protection law of your country requires otherwise.