Cancellation policy

Subscription Purchase and Cancellation Policy

By selecting a subscription purchase from On The Nose Co., you agree that your order is part of an ongoing recurring subscription and not a one-time purchase.

1. Automatic recurring orders

Your selected product will be automatically reordered and charged to your nominated payment method at the frequency displayed when you subscribe.

Your subscription will continue until it is cancelled by you. By completing your initial subscription purchase, you authorise On The Nose Co. and its payment providers to process future recurring payments in accordance with your selected delivery schedule.

The subscription price, frequency and any applicable discount will be displayed when you subscribe and may also appear in your order confirmation.

2. Renewal reminders

Where enabled and supported by our subscription platform, customers may receive an email before an upcoming subscription order is processed.

This reminder is provided as a courtesy. Customers remain responsible for monitoring and managing their own subscription, renewal date, email address and payment information.

Not receiving, overlooking or failing to open a renewal reminder does not automatically make a correctly processed subscription order unauthorised or eligible for a refund.

3. Managing or cancelling a subscription

You may manage, pause, reschedule or cancel your subscription through your On The Nose Co. customer account.

Manage your subscription here:

Manage My Subscription

You may also contact us at hello@onthenoseco.com for assistance.

Cancellation requests must be completed before the next subscription order is processed. We recommend cancelling at least 24 hours before your scheduled renewal to allow sufficient time for the change to take effect.

4. Orders already processed

Once a subscription order has been processed and payment has been successfully charged, the order cannot be retrospectively cancelled simply because the customer no longer wanted the subscription, forgot about the renewal or cancelled after the payment was processed.

Cancelling your subscription after a renewal order has been processed will stop future subscription renewals only. It will not cancel, reverse or refund the order that has already been processed.

Orders that have already been packed, fulfilled or dispatched cannot be recalled or cancelled.

Any refund, return or exchange request for a processed subscription order will be assessed under our Returns and Refunds Policy and your rights under the Australian Consumer Law.

5. Change-of-mind subscription orders

Processed subscription orders are not eligible for a refund solely because:

  • the customer forgot they had an active subscription;

  • the customer did not check their next renewal date;

  • the customer did not read or receive a reminder email;

  • the customer intended to cancel but did not complete the cancellation before processing;

  • the customer cancelled shortly after the renewal payment;

  • the customer no longer requires the product;

  • the customer ordered too much product; or

  • another person had access to the customer’s email account or device.

This does not limit any rights the customer may have where a product is faulty, damaged, incorrectly supplied or otherwise fails to meet a consumer guarantee under the Australian Consumer Law.

6. Payment information

Customers are responsible for keeping their payment information accurate and current.

If an initial payment attempt is unsuccessful, our subscription or payment provider may attempt to process the payment again. A successful later payment may result in the subscription order being processed.

Updating or removing a payment method does not necessarily cancel the underlying subscription. Customers must complete the subscription cancellation process separately.

7. Subscription discounts

Subscription pricing or discounts are provided in exchange for joining an ongoing recurring-order arrangement.

Cancelling a subscription will stop future subscription orders. Any future subscription discounts, pricing or benefits may also end upon cancellation.

Subscription offers cannot be combined with other promotions unless expressly stated.

8. Chargebacks and payment disputes

Before requesting a bank chargeback or payment dispute, customers should contact On The Nose Co. at hello@onthenoseco.com so we can review the order and subscription history.

Where a chargeback is submitted for a valid subscription renewal, On The Nose Co. may provide the payment provider or financial institution with relevant evidence, including:

  • the original subscription sign-up and order details;

  • the subscription terms accepted at checkout;

  • the recurring delivery and payment frequency;

  • payment authorisation records;

  • order confirmations and renewal notifications;

  • customer account and subscription-management records;

  • cancellation dates and times;

  • payment processing dates and times;

  • customer communications;

  • fulfilment, tracking and delivery information; and

  • the applicable subscription, cancellation and refund policies.

Cancelling a subscription after a renewal payment has already been processed does not, by itself, mean that the processed payment was unauthorised.

Submitting a chargeback does not automatically cancel an active subscription. Customers must separately cancel the subscription through their account or contact our team.

Nothing in this section prevents a customer from exercising any legitimate rights available through their bank, card provider or applicable law.

9. Customer responsibility

Before completing a subscription purchase, customers should carefully review:

  • that the purchase is a subscription;

  • the product included;

  • the price charged per renewal;

  • the frequency of recurring orders;

  • the next renewal date;

  • the cancellation process; and

  • the applicable refund and return conditions.

By completing a subscription purchase, you acknowledge that you have reviewed and accepted these terms.

10. Australian Consumer Law

Nothing in this policy excludes, restricts or modifies any consumer guarantee, right or remedy that cannot legally be excluded under the Australian Consumer Law.

If a subscription product is faulty, damaged, not as described or otherwise fails to meet an applicable consumer guarantee, please contact hello@onthenoseco.com so the matter can be assessed.

11. Contact us

For subscription assistance, please contact:

On The Nose Co.
Email: hello@onthenoseco.com
Website: www.onthenoseco.com