This article explains how our refund policy works and how to cancel a subscription. It reflects our full Refund Policy, which forms part of our Terms of Service.
⚠️ Important: All transactions on Subs are considered final. Refunds are only issued at the sole discretion of Subs in exceptional circumstances.
General policy
All transactions on Subs are considered final. Refunds or credits will only be issued at the sole discretion of Subs and in accordance with our Terms. By making a purchase, you agree that you are not entitled to a refund except where Subs determines it is warranted in exceptional circumstances.
Subscriptions
Subscriptions give you access to a creator's content for the period stated at the time of purchase. Refunds for subscriptions will not be issued if you have already accessed the creator's content, unless:
- The creator has removed all or substantially all of their content during your active subscription period without a valid reason
- The creator has blocked you without a valid reason
- A technical or access error directly caused by the platform prevented you from accessing the content you purchased
ℹ️ Note: By accessing subscription content immediately after purchase, you expressly agree to waive your statutory 14-day cancellation right under the UK Consumer Rights Act 2015 and EU Consumer Rights Directive.
Wallet credit
- Wallet credits are non-refundable, except in cases of duplicate purchase, fraud, or technical error
- Wallet credits do not expire, except where your account remains inactive for 12 months
- Refund requests for wallet-related errors must be submitted within 14 days of the transaction
Pay-Per-View (PPV) content
Refunds for PPV purchases may be granted if:
- The content is removed before you have had a reasonable opportunity to view it
- The file is defective or materially different from its description and is not fixed within a reasonable period
Tips and custom content
Tips are voluntary payments to a creator and are non-refundable, unless given for a specific promised deliverable that the creator fails to provide. In such cases, you must provide clear evidence of the agreement and non-delivery.
Calls and video calls
All calls and video calls are non-refundable unless Subs determines a refund is warranted because the call was cut short due to a platform error. Technical problems caused by your or the creator's internet connection or device are not eligible for refund.
How to cancel a subscription
- Log in to your subscriber account
- Click your profile icon (top-right corner)
- Select Settings from the dropdown
- Go to the Following section
- Click Subscribed To
- Find the creator you'd like to unsubscribe from
- Follow the on-screen steps to deactivate the subscription
- Confirm to finalise
ℹ️ Note: After cancelling, you will retain access to the creator's content until the end of your current paid period. You will not be charged again.
How to request a refund
Refund requests must be submitted within 14 days of the transaction via support@subs.com. All requests must include relevant details and any supporting evidence. Decisions are final unless you have a statutory right to escalate to an ombudsman, regulator, or court.
Legal compliance
This policy is governed by the laws of England and Wales. Consumers in the EU may also rely on their local mandatory consumer protection rights.
Contact: support@subs.com — Subco Group Ltd, 6th Floor, Manfield House, 1 Southampton Street, London, WC2R 0LR.