How to cancel your Hubble contact lens subscription and stop unwanted charges

What is Hubble and why customers cancel

Hubble is a subscription service that delivers daily disposable contact lenses directly to your home on a recurring schedule. The service attracts customers with a low-cost entry point-often a first-box offer at a promotional rate-followed by recurring charges of approximately A$36 per cycle plus A$3 shipping. For many Australian consumers, the convenience of home delivery and straightforward pricing initially seems attractive.

In practice, however, cancellation complications and unexpected billing cycles frequently frustrate customers. Some report that charges continue after they believe they have cancelled, whilst others struggle to reach the company or obtain written confirmation of cancellation. If you are reading this guide, you likely suspect that Hubble's subscription process is harder to exit than their marketing suggests. You are right to take cancellation seriously. Yafee has reviewed hundreds of consumer complaints about subscription services like Hubble, and we have identified the specific procedural safeguards that protect you.

Common reasons to cancel Hubble

You might cancel Hubble for several legitimate reasons. The lenses may not suit your eyes after initial use, or you have found a cheaper supplier through your optometrist. Perhaps unexpected charges appeared on your bank statement without clear explanation, or you simply prefer to purchase lenses in-store. Whatever your motivation, understanding Hubble's billing cycle and the correct cancellation process will protect you from phantom charges after you have left.

Why timing and documentation matter

Hubble operates on non-standard shipment cycles. Some customers report billing intervals of 42 days rather than simple monthly schedules, which means the date you submit a cancellation request does not always align with when your next charge would have occurred. If you cancel mid-cycle, you may still face a charge for an upcoming shipment, or conversely, receive lenses you did not authorise payment for. This guide emphasises clear written records and explicit confirmation of your cancellation date because documentation is your legal protection.

Your consumer rights under australian law

Before you contact Hubble, you must understand what Australian Consumer Law guarantees you.

Cooling-off periods and unsolicited agreements

Under the Australian Consumer Law, certain purchases come with a 10 business day cooling-off period. This applies to unsolicited agreements-for example, if you signed up through a third-party referral link or promotional email initiated by someone other than you. However, most online subscriptions do not automatically qualify for cooling-off. Check your original confirmation email from Hubble to see whether this right is mentioned. If it is, you can withdraw from the contract within 10 business days.

Consumer guarantees and product quality

You are always protected by Australian Consumer Law, regardless of whether you are 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 do not match your prescription-you have the right to a refund, replacement, or repair. Keep your packaging and photograph any defects. Save all correspondence about product quality issues, as this evidence strengthens your position if you need to escalate a complaint to the Australian Competition and Consumer Commission (ACCC).

Misleading claims about cancellation

If Hubble's website or marketing states "easy cancellation" or "cancel anytime" but the actual process is deliberately difficult or slow, that constitutes a breach of Australian Consumer Law. The ACCC actively investigates companies that make false claims about subscription terms and conditions. Document all your cancellation attempts and keep copies of every message, email, or phone call record. If Hubble makes cancellation deliberately hard, you have grounds to lodge a formal complaint with the ACCC.

Your legal position

You have a statutory right to cancel any ongoing subscription service. The company must accept your cancellation request submitted through a clear and documented channel. You are entitled to a written confirmation of the cancellation date, and no charges should be applied after that date. If Hubble charges you after you have properly cancelled, you can dispute the transaction with your bank and lodge a complaint with the ACCC.

Methods to cancel your Hubble subscription

Hubble may provide several cancellation pathways, and you must use the most formal and documented method available to you.

Contact via the Hubble website or app

Log in to your Hubble account through their website or mobile app and look for an account settings or subscription management section. Many subscription services offer a self-service cancellation option, which automatically creates a timestamped record of your request. If this option exists and is clearly visible, use it first. Take a screenshot of the confirmation page and save any automated confirmation email that Hubble sends to you.

Email cancellation request

If the website does not provide a cancellation function, send a formal written request via email to Hubble's customer service address. Structure your email clearly: include your full name, account number or email address associated with the account, the date you wish the subscription to end, and an explicit request for written confirmation of cancellation. Send this email from the address linked to your Hubble account so that your identity can be verified. Keep a copy of the email and note the date and time you sent it.

Phone cancellation

If Hubble provides a phone line, you can cancel by phone. Before you call, write down your account details and the cancellation date you are requesting. During the call, ask the representative to provide a cancellation reference number and confirm the cancellation date verbally. Immediately after the call, send a follow-up email to Hubble restating the details of your phone cancellation and requesting written confirmation. This creates a paper trail and protects you if the company later claims no cancellation was requested.

Registered post or courier

For maximum legal protection, send your cancellation request via registered post or courier service to Hubble's registered office address. This method creates an official delivery record and timestamped proof of your request. Use the same format as your email request: include your full name, account details, the requested cancellation date, and ask for written confirmation in return. Retain your receipt from the postal service as evidence of delivery.

Step-by-step cancellation process

Follow these steps in order to cancel your Hubble subscription safely and create a documented record.

1. Verify your billing cycle
   • Log in to your Hubble account and check your billing history.
   • Note the date of your most recent charge and the expected date of your next shipment.
   • Identify whether you are within a 10 business day cooling-off period (if you are, this is your strongest cancellation position).
2. Prepare your cancellation request
   • Write down your full name, email address, and Hubble account number.
   • Choose your cancellation date. If possible, request cancellation on or shortly before your next scheduled charge date to avoid additional fees.
   • Draft a clear, formal email or letter stating: "I request immediate cancellation of my Hubble subscription, effective [date]. Please confirm this cancellation in writing and confirm that no further charges will be applied to my account."
3. Submit your cancellation request
   • If Hubble offers self-service cancellation via their website, use it and screenshot the confirmation.
   • If not, send your email to their customer service address or contact them via phone.
   • For highest protection, also send a registered post letter to their office address.
4. Obtain written confirmation
   • Within 5 to 7 business days, you should receive written confirmation from Hubble stating your cancellation date and confirming that no further charges will be applied.
   • If you do not receive confirmation, send a follow-up email with the subject line "Cancellation confirmation required" and reference your original request date and method.
5. Monitor your bank account
   • Check your bank statement or credit card for 4 to 6 weeks after your requested cancellation date.
   • Hubble's billing system may have a processing delay, but no charge should appear after your confirmed cancellation date.
6. Dispute any unauthorized charges
   • If a charge appears after your cancellation date, contact your bank or credit card provider immediately and dispute the transaction.
   • Provide your bank with a copy of your cancellation request and Hubble's confirmation email as proof that you cancelled in time.

Hubble's pricing and billing cycle

Understanding Hubble's pricing structure helps you identify the exact point at which you should cancel to avoid unnecessary charges.

What happens after you cancel

Cancellation does not end immediately; several steps follow your request to ensure the process is complete.

Confirmation and grace period

After Hubble confirms your cancellation in writing, you enter a grace period. Any contact lenses ordered before your cancellation date should still be shipped to you. However, no new orders should be placed after your cancellation date, and no further charges should be applied to your account. If you receive a shipment after your cancellation date, you can refuse delivery or return it to Hubble with a note stating that your subscription was cancelled.

Check your access to the account

Within 48 hours of cancellation, attempt to log in to your Hubble account. You should no longer be able to access your subscription details, or the account should display a cancelled status. If you can still place orders, contact Hubble immediately and ask for confirmation that your subscription is deactivated.

Final billing check

Wait 4 to 6 weeks after your confirmed cancellation date to ensure no additional charges appear. This period accounts for payment processing delays and any outstanding orders. If a charge appears, dispute it with your bank using your cancellation confirmation email as evidence.

Refunds and credits

Hubble's refund policy depends on the stage of your billing cycle when you cancel.

Refunds during cooling-off period

If you cancel within 10 business days of your initial purchase (and this cooling-off right applies to your transaction), you are entitled to a full refund of all amounts paid, including the promotional first-box price. Hubble must process this refund within 14 days of your cancellation request.

Refunds for defective or unsuitable lenses

If you cancel because the contact lenses are faulty, damaged, or not fit for purpose, you have the right to a refund under Australian Consumer Law. You do not need to pay a restocking fee. Retain your original packaging and any correspondence about the quality issue, as this evidence supports your refund claim.

Credits for unused shipments

If you cancel before a shipment is dispatched, Hubble should credit your account for that cycle or refund the amount. Request this credit explicitly in your cancellation email: "If any shipments have been ordered but not yet dispatched, please credit my account or refund the full amount." Keep documentation of this request.

Non-refundable fees

Subscription fees for cycles already shipped and delivered are typically non-refundable unless the lenses are defective. Shipping costs are usually non-refundable. However, if you cancel during a promotional period or before the promotional period ends, ask Hubble whether any portion of the promotional price should be refunded or credited.

Common cancellation mistakes to avoid

Cancelling a subscription correctly requires attention to detail. The mistakes below are easily avoidable if you follow the Yafee guide closely.

Relying on verbal cancellation alone

Never cancel Hubble by phone call alone without following up in writing. A telephone representative may promise to cancel your subscription, but without written confirmation, you have no proof. Always send a follow-up email restating the cancellation and asking for written confirmation. Yafee recommends that you treat phone cancellation as the first step, not the final step.

Cancelling on the wrong date

If you cancel one week before your next scheduled charge, Hubble may argue that the charge had already been processed or authorised. Check your billing cycle carefully and aim to cancel at least 5 business days before the next expected charge. If you miss this window, accept that you may be charged once more and focus on disputing that charge if necessary.

Assuming cancellation is complete without confirmation

Many customers assume that clicking "cancel" on the website or sending an email means the subscription has ended. In reality, you must wait for Hubble to send written confirmation before you can be certain. If you do not receive confirmation within 7 business days, send a follow-up email with the subject line "Cancellation confirmation request" and reference your original cancellation date.

Failing to monitor your bank account

Some charges appear days or weeks after the cancellation request due to processing delays or billing system errors. You must monitor your bank statement or credit card for at least 4 to 6 weeks after your confirmed cancellation date. Set a reminder on your phone to check your account 30 days and 45 days after cancellation.

Not disputing unauthorised charges

If a charge appears after your confirmed cancellation date, do not assume that complaining to Hubble will resolve it quickly. Contact your bank or credit card provider immediately and lodge a dispute. Your bank has a legal obligation to investigate and will reverse the charge if you can prove that you cancelled before the date the charge was applied.

Cancellation checklist

Use this checklist to ensure you have completed every step correctly.

If Hubble refuses to cancel or continues charging

If Hubble does not honour your cancellation request, you have escalation pathways under Australian Consumer Law.

Formal complaint to Hubble

Send a formal written complaint to Hubble's complaints department (usually found on their website under "Contact Us"). State that you submitted a valid cancellation request on [date] but have not received confirmation or have received unauthorised charges after the cancellation date. Ask for a written response within 10 business days. Keep a copy of this complaint and the date you sent it.

Dispute with your bank

If Hubble continues to charge your account after you have cancelled, your bank can reverse those charges. Contact your bank's dispute or fraud department, provide your cancellation request and Hubble's confirmation email as evidence, and ask the bank to dispute the charge as unauthorised. Your bank has 10 business days to investigate and should reverse the charge if your evidence is clear.

Complaint to the ACCC

If Hubble refuses to acknowledge your cancellation or continues to charge you after a clear written request, you can lodge a formal complaint with the Australian Competition and Consumer Commission. Visit the ACCC website (accc.gov.au) and complete their online complaint form. Provide copies of your cancellation request, all correspondence with Hubble, and evidence of any unauthorised charges. The ACCC investigates breaches of Australian Consumer Law and can take enforcement action against companies that breach subscription cancellation requirements.

Small claims or dispute resolution

If the amount in dispute is small (under A$10,000), you can lodge a claim in your state or territory's small claims court or use a dispute resolution service. However, this step is rarely necessary if you have followed the cancellation process correctly and used your bank's dispute mechanism.

Hubble contact information and office address

Use the following contact details when submitting your cancellation request or complaint.

Customer service email: Contact Hubble through their website's "Help" or "Contact Us" page to obtain their official customer service email address.

Registered office address: Hubble's registered office address should be listed on their website or Australian Business Register (ABR) entry. For Hubble-related services, you may also contact their Adelaide or Perth offices if these are relevant to your account.

When sending a registered post cancellation letter, address it as follows:

Hubble Customer Service
[Complete registered office address from company website or ABR]
Australia

Include "CANCELLATION REQUEST" in bold on the envelope and use a delivery confirmation service such as Australia Post registered mail or a courier service that provides proof of delivery.

Summary and next steps

Cancelling a Hubble subscription requires clear documentation, precise timing, and formal written communication. You have strong legal protections under Australian Consumer Law, including the right to cancel at any time and the right to dispute unauthorised charges with your bank. Yafee recommends that you follow the step-by-step process outlined above: verify your billing cycle, prepare a formal cancellation request with a specific cancellation date, submit it via the most documented channel available (email or registered post), obtain written confirmation from Hubble, and monitor your bank account for 4 to 6 weeks afterward.

If Hubble refuses to cancel or continues to charge you, escalate your complaint to your bank's dispute team first, then lodge a formal complaint with the Australian Competition and Consumer Commission if the issue is not resolved. Yafee has helped thousands of consumers cancel subscription services safely by providing clear legal guidance and practical checklists. Your cancellation will succeed if you document every step and keep copies of all correspondence.