Cancel Hubble: Step-by-Step Guide

How to cancel your Hubble subscription and stop unwanted charges

Understanding Hubble and why you might want to cancel

Hubble is an Australian subscription service that delivers daily disposable contact lenses directly to your door on a regular schedule. The service attracts customers with a discounted first-box offer of just A$1 for 15 pairs, followed by recurring charges of A$36 per delivery cycle plus A$3 shipping. On paper, this looks like a convenient and affordable alternative to visiting an optometrist or buying lenses in-store.

In practice, many customers experience billing confusion, unexpected charges, and difficulty cancelling. If you've landed here, you likely suspect that Hubble is charging you without delivering what you expected, or you've simply decided the service no longer suits your needs. The good news is that you have clear legal rights as an Australian consumer, and Tocancel is here to walk you through a cancellation process that actually sticks.

Common reasons you might cancel Hubble

Your reasons for cancelling are valid regardless of timing. You may have found that the lenses don't suit your eye prescription or comfort requirements. You might have discovered a cheaper supplier, experienced poor customer service, or simply prefer to buy lenses in-store. Some customers cancel after discovering unexpected charges on their bank statement weeks after believing they had already stopped the service. Whatever prompted your decision, understanding Hubble's billing cycles and your cancellation rights will protect you from phantom charges down the line.

Why hubble's billing cycle creates confusion

Hubble operates on non-standard shipment intervals. Rather than billing on the same date each month, some customers report 42-day cycles or irregular delivery schedules. This means the date you cancel doesn't always align with when your next charge would occur. If you cancel mid-cycle, you may still be charged for a shipment already queued for dispatch. Conversely, you might receive lenses you did not authorise payment for. This is why Tocancel emphasises written documentation and explicit confirmation of your cancellation date from the company.

Your consumer rights under australian law

Australian Consumer Law provides you with specific protections when cancelling a subscription service, and knowing these rights puts you in a stronger position.

Cooling-off periods and your right to change your mind

Under the Australian Consumer Law, certain unsolicited purchases qualify for a 10 business day cooling-off period. This applies to contracts entered into as a result of unsolicited contact by the seller or a third-party referral. If you signed up for Hubble through a promotional link, referral code, or direct email invite without initiating the contact yourself, you may fall within this window. Check your original confirmation email for mention of a cooling-off right. If you discover you have this protection, you can use it to cancel without penalty, though most online subscriptions do not qualify once you've received and used the product.

Consumer guarantees for faulty or unfit goods

You are automatically protected by consumer guarantees regardless of cooling-off periods. If your Hubble lenses arrive damaged, are defective, do not match your prescription, or are not fit for purpose, you have the right to a refund, replacement, or repair at no extra cost. The law places the burden on Hubble to prove the lenses meet your requirements, not the other way around. Retain all packaging, delivery receipts, and any messages about product quality issues. This evidence strengthens your case if Hubble refuses your cancellation or refund request, and it becomes crucial if you need to escalate to the Australian Competition and Consumer Commission (ACCC).

Protection against misleading claims about cancellation

If Hubble's website, marketing materials, or customer service representatives promise "easy cancellation," "cancel anytime," or "no hidden fees" but the actual cancellation process is obstructed or slow, that constitutes misleading conduct under Australian Consumer Law. The ACCC actively pursues companies that misrepresent subscription terms. Document every attempt you make to cancel, including dates, times, names of representatives, and copies of all messages. If Hubble makes cancellation deliberately difficult, you can lodge a formal complaint with the ACCC, which has the power to issue enforceable undertakings or pursue legal action on behalf of consumers.

How to cancel your Hubble subscription

Follow this step-by-step process to cancel your Hubble subscription and create a paper trail that protects you from future charges.

1. Locate Hubble's official contact details.
   • Visit the Hubble website and navigate to the contact or help section.
   • Look for a cancellation or account management portal. Some subscription services allow you to cancel directly through your online account.
   • If no direct cancellation link is visible, note the official customer service email address and phone number for your records.
2. Prepare a formal written cancellation request.
   • Write a clear, brief email or letter that includes your full name, account number (if you have it), email address associated with the account, and the subscription start date.
   • State explicitly: "I wish to cancel my Hubble subscription effective immediately" or "effective [specific date]."
   • Request written confirmation of the cancellation date and the date of your final charge.
   • Ask for confirmation that no further shipments will be sent and no further charges will be processed.
   • Keep a copy of this email for your records.
3. Submit your cancellation request via email or in writing.
   • If Hubble has an online account portal, submit your cancellation request through that system first and take a screenshot of the submission.
   • Send a separate email to the customer service address with your formal cancellation request.
   • If you choose to mail a letter, send it via registered post so you have proof of delivery. Tocancel recommends email for speed, but registered post creates undeniable evidence if the company later denies receiving your request.
   • Allow at least 2-3 business days for a response under normal circumstances.
4. Wait for written confirmation of cancellation.
   • Hubble should respond within 5-7 business days with a confirmation email stating your cancellation is complete.
   • The confirmation must include the effective cancellation date and confirmation that no further charges will apply.
   • If you do not receive confirmation within 7 business days, send a follow-up email referencing your original request and asking for an urgent response.
   • Save all confirmation emails in a dedicated folder on your computer or cloud storage.
5. Monitor your bank account and credit card statements.
   • After cancellation, check your statement weekly for the next 4 weeks to ensure no further charges from Hubble appear.
   • It is common for one final charge to appear if you cancelled mid-cycle; verify this aligns with what Hubble promised in its cancellation confirmation.
   • If an unexpected charge appears after your cancellation date, contact your bank immediately and request a chargeback if Hubble does not refund within 14 days.
6. Follow up if you receive an unwanted shipment.
   • If lenses arrive after your cancellation date, refuse delivery if possible or contact Hubble to arrange a return.
   • You are not obligated to pay for unsolicited goods delivered after cancellation.
   • Document the delivery date and any communication about the return. Tocancel recommends photographing the unopened package as evidence.

Refunds and what you are entitled to receive

Understanding your refund rights ensures you do not leave money on the table after cancellation.

Refunds for unused lenses or services

If you cancel your Hubble subscription and have not used all of the lenses from your current cycle, you are entitled to a refund for the unused portion or the cost of the current box, depending on Hubble's policy. Some companies refund on a pro-rata basis (dividing the cost by the number of days remaining in your billing cycle), while others have an all-or-nothing approach. Tocancel advises asking Hubble explicitly in your cancellation request: "Please advise whether a pro-rata refund is available for unused lenses from my current billing cycle."

Disputing unauthorised charges

If Hubble continues charging you after your cancellation date, you have the right to dispute those charges with your bank or credit card provider. In Australia, your bank must investigate chargeback claims within 30 days. Contact your bank's dispute team and provide them with your cancellation confirmation email and the bank statements showing the unauthorised charges. Your bank will then request a refund from Hubble's acquiring bank. If the dispute is successful, you will receive your money back within 1-2 weeks.

When Hubble refuses to refund

If Hubble denies your refund claim after you have provided clear evidence of cancellation and unauthorised charges, escalate your complaint to the ACCC. The ACCC can issue directions to the company or pursue legal action. You can also lodge a complaint with the Financial Complaints Authority (FCA) if the charge-back dispute process with your bank does not resolve the issue. Allow 10 business days for the ACCC to acknowledge your complaint and begin investigating.

Pricing and billing structure at a glance

This table summarises Hubble's typical pricing model so you understand what you should and should not be charged.

What happens after you cancel

Cancellation does not end the moment you send your email. The days and weeks that follow require your attention to ensure the process sticks.

The first week after cancellation

Within 3-5 business days of submitting your cancellation request, Hubble should send you a confirmation email. If you do not receive this confirmation, send a follow-up message and reference your original request date and time. Save this follow-up email as well. During this week, do not assume you are cancelled until you have written confirmation in hand.

Weeks two through four

Monitor your bank account and email inbox closely. Hubble may take up to 10 business days to process the cancellation in its system, particularly if it occurs mid-cycle. You may receive one final notification of a shipment already in transit; this is normal if the cancellation date fell after the shipment was queued. However, you should not receive any shipments dated after your confirmed cancellation date. If an unexpected package arrives, refuse it or contact Hubble immediately to arrange a return at no cost to you.

Months two and three

Continue to review your bank statements for any lingering charges from Hubble. Sometimes rogue charges slip through if a company has not fully deactivated your account in its billing system. If a charge appears more than 14 days after your cancellation date, contact your bank immediately to dispute it. Tocancel recommends setting a phone reminder for 30 days after cancellation to do a final check of your statements, then you can safely consider the matter closed.

Common mistakes to avoid when cancelling Hubble

Many customers inadvertently weaken their position by making one of these avoidable errors. You are not alone if you have already made one of these mistakes, but awareness now will help you recover.

Relying on phone calls without follow-up documentation

If you call Hubble to cancel, the company has no record that you made the request unless you follow up with a written email or letter. Phone calls are easy to dispute later, and customer service representatives may forget to process the cancellation. Always confirm any phone conversation with a follow-up email stating: "This email confirms our phone conversation on [date] at [time] with [representative name], during which I requested cancellation of my subscription. Please confirm receipt and process my cancellation as discussed."

Cancelling through a third-party platform instead of directly

If you signed up for Hubble through a third-party referral app or partner site, do not assume that cancelling through that platform cancels your Hubble account. You must contact Hubble directly. Third-party platforms often have their own layer of processing, and cancellation may be delayed or lost in translation. Always reach out to Hubble's official customer service email address to ensure your cancellation is received by the company itself.

Not requesting explicit confirmation of the cancellation date

If Hubble confirms your cancellation but does not specify the effective date, you have no protection against a charge that occurs days later. Always ask: "What is the effective cancellation date for my account?" If the company says "cancellation takes 5-10 business days to process," ask them to confirm the exact date when your account will be deactivated and no further charges will occur.

Assuming one final charge is legitimate without verification

After you cancel, Hubble may process one final charge for a shipment already dispatched. This is often legitimate, but only if it matches what the company confirmed in writing. If the charge is larger than your agreed price, covers an unexpected shipment date, or appears more than 14 days after your cancellation confirmation, dispute it with your bank immediately.

When to escalate your complaint

If Hubble refuses to cancel your subscription, continues to charge you after cancellation, or makes cancellation deliberately difficult, you have formal escalation options.

Step one: formal complaint to Hubble

Send a formal complaint letter to Hubble's customer service team. State clearly that you have attempted to cancel multiple times, provide dates and reference numbers for each attempt, and request a response within 10 business days. Mark the email "FORMAL COMPLAINT" in the subject line. This creates a paper trail and often prompts a response from a complaints manager rather than front-line support.

Step two: complaint to the australian competition and consumer commission (ACCC)

If Hubble does not resolve your complaint within 10 business days, or if you believe the company has breached Australian Consumer Law by making false claims about cancellation, lodge a formal complaint with the ACCC. Visit www.accc.gov.au and use their online complaint form. The ACCC investigates complaints about misleading conduct, unfair contract terms, and consumer guarantee breaches. Your complaint is confidential, and the ACCC will contact Hubble on your behalf if they determine there is sufficient evidence of a breach.

Step three: chargebacks and bank dispute resolution

If Hubble continues to charge you after your cancellation date, contact your bank or credit card provider and request a chargeback for unauthorised charges. Your bank has up to 30 days to investigate and must rule in your favour if you provide a copy of your cancellation confirmation email. This is a faster route than waiting for the ACCC investigation, which can take several weeks.

Hubble cancellation address and contact details

For your records, here is the verified contact information for Hubble in Australia.

Comparing your options: keep versus cancel Hubble

Before you finalise cancellation, weigh whether Hubble truly does not suit your needs, or whether a pause or plan change might work better.

Summary and next steps

Cancelling your Hubble subscription is straightforward when you follow a documented, written process and understand your consumer rights. You are entitled to cancel at any time under Australian Consumer Law, and any company that makes cancellation deliberately difficult is breaking the law.

Start today by sending a formal written cancellation request to Hubble. Include your account details, request explicit confirmation of your cancellation date, and ask for assurance that no further charges will occur. Monitor your bank account for 4 weeks after cancellation. If Hubble continues to charge you after your confirmed cancellation date, dispute those charges with your bank or lodge a complaint with the ACCC.

Tocancel has helped thousands of consumers cancel subscriptions by providing clear, rights-based guidance and empowering you to take confident action. Visit Tocancel.com for templates, more detailed guides, and a community of Australians sharing their cancellation experiences. Your money is yours to keep, and Tocancel is here to ensure you defend that right.