Manage Hubble

How to cancel hubble contact lens subscription and protect yourself from hidden charges

What is hubble and why customers choose to cancel

Hubble is a subscription service that delivers daily disposable contact lenses to your door on a recurring schedule. The company attracts customers with an enticing first-box offer-just A$1 for your starter pack of 15 pairs-followed by recurring charges of A$36 per cycle plus A$3 shipping. On the surface, it sounds like an affordable way to stock up on lenses without visiting an optometrist every month.

The reality, however, is more complicated. While some customers remain happy with Hubble's pricing and lens quality, many report unexpected billing issues, difficulty cancelling, and charges that continue long after they believe they've stopped the subscription. If you're reading this, you likely fall into the second group-and you're right to take cancellation seriously. Stopee has tracked hundreds of complaints about Hubble, and we've learned the common traps that catch customers off guard.

Common reasons customers cancel hubble

You might be cancelling Hubble for several reasons. Perhaps the lenses don't suit your eyes after all, or you've found a cheaper supplier. Maybe unwanted charges appeared on your bank statement, or you simply want to switch back to buying lenses in-store. Whatever your reason, understanding Hubble's billing cycle and cancellation process will protect you from phantom charges after you've left.

Why timing and documentation matter

Hubble operates on non-standard shipment cycles-some customers report 42-day intervals rather than simple monthly billing. This means the date you cancel doesn't always match when your next charge would have occurred. If you cancel mid-cycle, you may still be charged for an upcoming shipment, or conversely, you might receive lenses you didn't expect to pay for. That's why every step in this guide emphasises clear written records and explicit confirmation of your cancellation date.

Your rights under australian consumer law

Before you take action, you need to know what Australian law guarantees you when cancelling a subscription service.

Cooling-off periods and unsolicited agreements

Under Australian Consumer Law, certain purchases come with a 10 business day cooling-off period. This applies to unsolicited agreements and some direct-sales transactions. If you signed up for Hubble without initiating contact with the company-for example, through a third-party referral or promotional email-you may have had a cooling-off window. However, most online subscriptions do not qualify for cooling-off, so check your confirmation email for any mention of this right.

Goods and services guarantees

You are always protected by consumer guarantees, regardless of whether you're within a cooling-off period. If your Hubble contact lenses are faulty, damaged on arrival, or not fit for purpose (for example, they cause discomfort or don't match your prescription), you have the right to a refund, replacement, or repair. Keep your packaging and any correspondence about product issues-this evidence strengthens your position if you need to escalate a complaint.

Misleading representations about cancellation

If Hubble's website or marketing promised "easy cancellation" or "cancel anytime" but the actual process is difficult or slow, that's a breach of consumer law. The Australian Competition and Consumer Commission (ACCC) actively pursues companies that make false claims about subscription terms. If Hubble makes cancellation deliberately hard, document your attempts and keep copies of all messages. You can lodge a complaint with the ACCC if you believe the company has breached the law.

How to cancel hubble subscription

Stopee recommends a multi-step approach to cancellation: submit a formal written request, wait for confirmation, monitor your next billing cycle, and dispute any charges that shouldn't occur.

Step-by-step cancellation process

1. Log into your Hubble account and locate your account settings or subscription management page.
   • Look for a "Manage Subscription," "Billing," or "Account" link, usually found in the top-right menu or your dashboard.
   • Check whether Hubble offers a self-service cancellation option. If one exists, use it immediately and take a screenshot of the confirmation page.
2. If no self-service option appears, prepare a written cancellation request.
   • Open a new email and address it to Hubble's customer support team. Include your full name, account email, and any account number or customer ID shown on your invoices.
   • Write a clear, single sentence: "I request immediate cancellation of my Hubble subscription effective today."
   • Add your preferred cancellation date, account details, and request written confirmation within 5 business days.
3. Send your cancellation request to Hubble's support email or customer service contact.
   • Warning: Do not rely on chat, social media, or phone calls alone. Email creates a paper trail that protects you if a dispute arises later.
   • Use registered post or a tracked email service (like Gmail's read receipt feature) so you can prove delivery.
4. Wait for written confirmation from Hubble.
   • The company should respond within 5 to 10 business days with confirmation of your cancellation date.
   • If confirmation doesn't arrive, send a follow-up email and copy in a note: "This is my second request for cancellation confirmation."
5. Monitor your bank account and credit card for the next scheduled charge.
   • Check your billing date (usually 14 to 42 days after cancellation, depending on Hubble's cycle).
   • Pro tip: Set a phone reminder for one week before your expected charge date so you can watch for unwanted debits.
6. If you're charged after cancellation, dispute the transaction immediately.
   • Contact your bank and request a chargeback, citing unauthorised billing and your cancellation request as evidence.
   • Provide your bank with copies of your cancellation email and Hubble's confirmation (if received).

Addressing trial-to-paid conversions

Hubble's A$1 first-box offer can mask a hidden trap: the trial period may convert to a full-price shipment without clear notice. If you only wanted to test the lenses, you must cancel before the trial ends. Add the trial end date to your calendar immediately, and cancel at least 5 business days before that date to prevent the first full-price charge.

Understanding hubble's refund and billing timeline

After you cancel, you'll want to know what happens to your money and when to expect clarity.

What happens to your account balance

If you've prepaid for future shipments or have a credit on your account, Hubble should refund that balance within 14 days of cancellation. Request this explicitly in your cancellation email: "Please confirm the refund amount and the date I can expect the funds to return to my account." Track this timeline and chase Hubble if the refund doesn't arrive.

Proration and partial refunds

If you cancel mid-cycle and a shipment has already been dispatched, Hubble may refuse to refund that order. However, if you cancel before dispatch and request a refund, you have grounds to ask for one under consumer guarantees. Stopee advises requesting a refund for any shipment that hasn't physically left Hubble's warehouse. If the company refuses, escalate to the ACCC or your state's consumer affairs body.

Pricing and what you should expect to pay

Understanding Hubble's pricing structure helps you spot when charges are legitimate and when they're mistakes.

Common mistakes customers make when cancelling

Cancelling a subscription can feel straightforward, but small errors often lead to unwanted charges and frustration.

Relying on verbal cancellation

Hubble's customer service team may accept your cancellation request over the phone or chat, but these channels leave no paper trail. A week later, when you're charged again, there's no proof you ever asked to cancel. Always follow verbal cancellation with a written email. Stopee has helped thousands of consumers recover money lost to this mistake-don't let it happen to you.

Cancelling too close to your billing date

If you cancel on the 25th and your next charge is scheduled for the 28th, Hubble's billing system may process the charge before your cancellation request is acted upon. To be safe, cancel at least 10 business days before your expected charge date. Your account dashboard should show when the next shipment is scheduled; note that date and cancel well before it.

Assuming a refusal is final

If Hubble tells you they can't refund a charge, that's not always true. You have legal rights under Australian Consumer Law, and a refusal from Hubble doesn't override those rights. If the company refuses a legitimate refund, escalate to your bank (for a chargeback) or lodge a complaint with the ACCC. Many customers who received a "no" from Hubble later recovered their money through formal dispute channels.

Not monitoring your account after cancellation

Cancellation confirmation doesn't guarantee you won't be charged again. Buggy billing systems, manual overrides, and staff errors mean unwanted charges do happen. Check your bank statement for at least two full billing cycles after cancellation. If a charge appears, dispute it immediately-delays weaken your case.

What to do after your cancellation is confirmed

Cancellation doesn't end when Hubble says "confirmed"-your job continues for several weeks.

Create a cancellation record

The moment you receive cancellation confirmation from Hubble, create a folder and save every piece of correspondence. Print or screenshot the confirmation email, your original cancellation request, and any account details. Store this folder somewhere you can find it quickly if you need to dispute a charge later.

Mark your calendar for the next billing cycle

Your Hubble account should show when your next scheduled shipment was supposed to occur. Mark that date on your calendar and set a phone reminder for two days before. On that day, log into your bank account and check for unauthorised charges. This simple act catches billing errors early.

Watch for subscription creep and re-enrollment

Pro tip: Some subscription services automatically re-enrol customers if they don't actively cancel before a deadline. If Hubble ever re-charges you after cancellation, check your email for any "re-activation" notices. If you didn't consent, this is a breach of consumer law, and you should dispute the charge and file a complaint with the ACCC.

Escalation: what to do if hubble refuses to cancel or refund

If Hubble stonewalls your cancellation or refuses a legitimate refund, you have formal pathways to recover your money.

Dispute the charge with your bank

Contact your bank and request a chargeback (or "dispute") for any charge you didn't authorise. Provide your bank with your cancellation email and Hubble's response. Most banks will refund you within 7 to 10 business days while they investigate. The burden then shifts to Hubble to prove you authorised the charge-which they usually can't if you have written cancellation confirmation.

Lodge a complaint with the ACCC

The Australian Competition and Consumer Commission oversees subscription cancellation disputes. Visit accc.gov.au and lodge a complaint if Hubble has misled you about cancellation terms or refused to honour a cancellation request. Include copies of your cancellation email, Hubble's response, and any unauthorised charges. The ACCC takes subscription billing complaints seriously and has fined companies for deliberately making cancellation difficult.

Contact your state's consumer affairs body

Each Australian state has a consumer protection agency (for example, NSW's Fair Trading, Victoria's Consumer Affairs Victoria). These bodies can escalate complaints on your behalf and sometimes compel refunds. Stopee recommends this step if the ACCC response is slow or Hubble continues to ignore you.

Cancellation checklist for hubble

Use this checklist to ensure you don't miss any critical steps.

Contact hubble to cancel your subscription

Send your cancellation request to Hubble's customer support team via email. Include your full name, account email address, and this statement: "I hereby request immediate cancellation of my Hubble subscription effective today. Please confirm receipt and provide written confirmation of my cancellation within 5 business days."

Keep copies of this email and any response from Hubble. If the company has provided a customer service email address on your account or invoice, use that first. If none is listed, visit the Hubble website and look for a "Contact Us" page or customer service form.

If you're unable to locate contact details, you can also file a dispute with your bank and lodge a complaint with the ACCC. These actions often prompt Hubble to respond more quickly than a direct email.

Take control of your subscription today

Cancelling Hubble should be simple, but the company's billing cycles and occasional refusal to process cancellations make it essential to follow a structured approach. By sending a formal written request, monitoring your account, and knowing your rights under Australian Consumer Law, you protect yourself from unwanted charges and hidden fees. Stopee has helped thousands of consumers cancel subscriptions like Hubble and recover unauthorised charges-and we're here to support you too. Start your cancellation now by sending that written request, and keep every piece of correspondence until you see your refund arrive.