Refund & Cancellation Policy | Family Nest Hub
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Refund & Cancellation Policy

Effective 3 March 2026

1. Scope

This policy explains how refunds and cancellations work for fees paid to Family Nest Hub (the “Platform”), including the Family Access Fee (£24.99 one-time payment). It also explains what happens when Families and Providers arrange services with each other.

Family Nest Hub is a matching platform. Unless we clearly state otherwise, payments for childcare/home-support services are agreed directly between the Family and the Provider.

2. Definitions

  • Family Access Fee: a one-time payment of £24.99 which unlocks messaging and access to the Family Dashboard.
  • Provider: an individual or business offering services via the Platform. Provider registration is currently free.
  • Platform Services: access to the directory, dashboard features and secure messaging.

3. Family Access Fee (£24.99)

The Family Access Fee is a one-time payment that unlocks access to Platform Services (including secure messaging).

3.1 When it is non-refundable

  • Once your account is created and access to Platform Services is granted (including messaging), the Family Access Fee is generally non-refundable.
  • We do not refund the Family Access Fee because a Family decides not to use the Platform after access has been provided.

3.2 If you paid by mistake / technical issues

  • If you were charged more than once for the same Family Access Fee, we will refund any duplicate charge(s).
  • If you paid but access was not activated due to a technical issue, we will either fix access promptly or refund the payment if we cannot resolve it within a reasonable time.

4. Provider Registration (Free)

Provider registration on Family Nest Hub is currently free. As no registration fee is charged, there is nothing to refund.

5. Refund Exceptions & Statutory Rights

Nothing in this policy affects your legal rights. Where consumer protection laws apply, you may be entitled to a refund in circumstances required by law.

If you believe you have a statutory right to cancel or you experienced an issue that falls within your legal rights, contact us and we will review your request fairly.

5.1 Payments to Providers

Any payments for services (e.g., childcare, tutoring, cleaning) agreed directly between a Family and a Provider are outside the Family Access Fee. Refunds for those service payments must be handled between the Family and the Provider under their agreed terms.

6. How to Request a Refund

Email info@familynesthub.co.uk with:

  • Your name and the email used on the Platform
  • Order/Invoice reference (if available)
  • Date and amount paid
  • Reason for the request (e.g., duplicate charge, access not activated)
  • Any screenshots or evidence (optional but helpful)

7. Processing & Timelines

  • Approved refunds are returned to the original payment method via SureCart/Stripe.
  • We aim to respond within 7 working days.
  • Once approved, Stripe/banks typically settle refunds within 5–10 working days (timings vary by bank).

8. Contact

Family Nest Hub · info@familynesthub.co.uk

Tip: If you’re contacting us about a payment, include the email used at checkout and (if possible) the payment reference shown in your receipt.