HIBC Platinum Cancellation, Refund and Renewal Questions: How to Get Clear Help
You can contact Tom directly for help with Platinum, whether you want a clearer answer about the membership, help with a concern or a cancellation or refund request addressed.
Email [email protected] and explain what you would like. This HIBC guide brings the key membership conditions and contact steps together so you can choose the next step that suits you.
The initial membership refund
Platinum enrollment is $24,995 one time. The initial membership refund is available within 30 days if you are dissatisfied and no orders have been placed.
If that describes your situation, send your request directly within the applicable period. You do not need to attend a meeting, complete a design appointment or take part in a retention discussion first. A conversation about your experience does not extend the 30-day period.
If you are unsure whether an action became a product order, explain what happened and ask for the record to be checked. You can raise that question in the same message as your refund request.
What to include in your message
Provide your membership name and enrollment date, using the email address associated with your membership where practical. State whether you are asking for help, cancellation, a refund or more than one of those things.
A few sentences are enough. For example:
Subject: Platinum membership refund request
I am dissatisfied with my Platinum membership and am requesting a refund under the initial 30-day, no-orders condition. My membership name is [name], and my enrollment date is [date]. To my knowledge, I have placed no orders. Please confirm receipt and the outcome of the review.
Use your own words if you prefer; this is an optional example, not a required form. If your order status is uncertain, replace that sentence with an accurate explanation.
Your password, bank details and full payment-card number are not needed in the email.
Keep the outcome clear
If you wish to cancel and receive a refund, state both requests. That helps keep your preferred outcome at the center of the conversation.
Keep a copy of your message and ask for written confirmation of the decision. If a refund is approved, ask for the processing details and completion confirmation so you know what to expect and can check your records.
You can also contact support when your circumstances fall outside the initial refund conditions. Explain the situation and the question you would like answered; a refund outside those conditions should not be assumed.
Asking for clarification does not commit you to continuing the membership or accepting another offer.
When the concern involves a product order
Product orders have separate cancellation, return, delivery and warranty terms. The initial membership refund condition applies to the membership, rather than creating a product-return entitlement.
Include the relevant order identification and a concise description of the product issue. Ask which agreement and contact apply, particularly if production or delivery arrangements are already in progress.
A membership cancellation does not itself cancel a product order or stop a delivery. Keeping the two requests clearly identified helps each reach the appropriate person.
Continuation and renewal questions
For continuation options, ask Tom for the terms applicable to your membership. If your build will take place in phases, explain the expected project stages and the question you want to resolve.
Renewal is optional and requires a separate decision; it is not an automatic charge. Ask for the applicable terms in writing so that you have a clear reference for planning.
This is a useful conversation to have whenever a change in your project raises questions about the membership.
Choose the kind of help you want
You may want Tom to explain a material category, clarify a misunderstanding or help you identify a practical next step. You may simply want your cancellation or refund request handled. Both are valid reasons to contact support.
Tell Tom your preference and include the information most relevant to it. You are welcome to ask for personal help, and you remain free to submit a valid cancellation or refund request without a meeting or retention conversation.
Contact [email protected] directly. If the 30-day refund period is approaching and you wish to request a refund, send the request within that period rather than waiting for another appointment.
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Personal help, one clear next step
Email the HIBC member-support team or call 800-351-8160. Tell us which membership you have, your project stage and what you need next. For a cancellation or refund request, state that directly; a sales conversation is not required.
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More Platinum membership help
- HIBC Platinum Membership Review: Is It Right for a Whole-Home Project?
- Your First 30 Days with HIBC Platinum: Build a Phased Whole-Home Materials Plan
- Is HIBC Platinum Worth $24,995? Compare the Complete Whole-Home Purchasing Scope
- HIBC Platinum and Your Builder: Resolve Specifications, Availability and Timing Before Ordering
