Credits & Goodwill Policy
Last Updated: July 31, 2026
These documents are legally binding. Governing law and jurisdiction may vary by your location and are set out in each policy (e.g. Terms of Service, Privacy Policy).
1. Overview
This Credits & Goodwill Policy ("Policy") explains how HubQuery may, at its discretion, make things right when a customer experiences a problem — through a cash refund, HubCredits, a wallet credit, or additional subscription time. It applies across the HubQuery platform (web, mobile, and connected products) and works alongside our product-specific terms.
2. How this Policy fits with other terms
Some products have their own binding rules that determine your baseline entitlements. Where a product policy applies, it governs mandatory refunds; this Policy governs additional, discretionary goodwill.
- Guest Refund Policy — HubLets short-term rental cancellations and refunds
- Payment Terms — payment processing, fees, and chargebacks
- Damage Policy — security deposits and damage claims
- Subscription Services Terms — billing cycles and cancellations
Nothing in this Policy limits any right you have that cannot be waived under the applicable laws of the Federal Republic of Nigeria.
3. Forms of compensation
Depending on the situation, HubQuery may offer one or more of the following:
Cash refund
A refund to your original payment method, in full or in part. Cash refunds follow the relevant product policy and our Payment Terms.
HubCredits
Platform credit applied to eligible HubQuery fees. HubCredits have no cash value, are non-transferable, and cannot be withdrawn.
Wallet credit
A credit to your HubQuery wallet balance that can be used for eligible prepaid services (for example, HubQuery Ads).
Free subscription time
Additional days added to an active subscription at no charge, extending your current period.
4. How compensation is decided
Goodwill compensation beyond your baseline entitlements is offered at HubQuery's sole discretion and is assessed case by case. When deciding, we may consider:
- The nature and impact of the issue
- Whether the issue resulted from a HubQuery service failure
- Your account standing and history
- Verification of the circumstances and any supporting evidence
A goodwill remedy in one instance does not create an entitlement to the same remedy in future, and does not set a precedent.
5. Non-refundable items
The following are generally non-refundable, though we may still offer credits at our discretion:
- Service fees and platform charges
- Services already delivered or consumed
- Applicable taxes and third-party processing fees, where non-recoverable
6. Processing times
- Cash refunds: typically 5–10 business days to your original payment method, depending on your bank or provider
- HubCredits and wallet credits: usually applied to your account immediately
- Free subscription days: applied to your subscription immediately
7. Abuse, chargebacks & clawback
Compensation is provided in good faith. HubQuery may decline, reverse, or reclaim credits, and may suspend related benefits, where we reasonably determine there is abuse, fraud, policy violation, or a duplicate recovery (for example, a chargeback filed for an amount already refunded).
8. Taxes
You are responsible for any tax consequences that may arise from credits or refunds. HubQuery does not provide tax advice.
9. How to request
If you believe you are owed a refund or credit, contact HubQuery Support with your account details, the relevant transaction or booking, and a description of the issue. Providing evidence helps us review your request quickly.
10. Contact
- Email: [email protected]
- Support: Available through the HubQuery platform
This Policy is effective as of the last updated date shown above and supersedes previous versions. HubQuery may modify this Policy at any time, with changes applying from the effective date of the modification.
Last updated: July 31, 2026.