Marketplace Refund Guidelines

Last updated: April 13, 2020

Applies to:

Marketing Hub  Professional, Enterprise
CMS Hub  Professional, Enterprise
Legacy Marketing Hub Basic

In the HubSpot Marketplace, providers are responsible for the items they sell to their customers. All Marketplace purchases are between the buyer and the provider via Stripe or PayPal. HubSpot has no control over the transaction.

The guidelines below are curated from common consumer laws, and serve as a baseline so customers and providers have consistent expectations on the HubSpot Marketplace. In addition the guidelines below, some countries may have their own laws about refunds for digital goods that also apply.

Reasons to request a refund

If you've purchased an item from the Marketplace and experience any of the following issues, request a refund from the provider. 

Please note: all refund requests are between the buyer and the provider. HubSpot does not have any role or obligation when a refund is requested.

Purchased item doesn’t match description

An item does not match its description when it is, upon purchase, materially different from the way it is represented in its description or preview. If it turns out the item is "not as described" you may be entitled to a refund.

Purchased item doesn't work the way it should

If an item doesn't work the way that it should and can't easily be fixed, you may be entitled to a refund of the item. If the item can be fixed, the provider is required to do so promptly by updating the item on the Marketplace.

Purchased item support or setup was promised but not provided

If a provider advertises their item as including item support or setup and you are not provided that service, you may be entitled to a refund of your purchase.

Purchased item has a security vulnerability

If a purchased item has a security vulnerability and isn't quickly or easily fixed, you are entitled to a refund of the item. If the item can be fixed, the provider should do so promptly by updating the item on the Marketplace.

Reasons why a refund may not be given

If the item matches its description and works the way it should, there is generally no obligation for the provider to offer a refund. Some example situations might include, but are not limited to:

  • You changed your mind and don't want it after you've purchased it.
  • The item didn't meet your expectations.
  • You bought an item by mistake.
  • You don't have sufficient expertise to use the item.

What happens after a refund

HubSpot automatically removes the files associated with the item, as well as any dependencies (e.g., pages created, cloned templates and modules) created from the item. When the provider issues the refund through Stripe, the Stripe API notifies the HubSpot platform which removes these assets from the buyer's account.