TL;DR

If a solution relies on customer-specific code, custom JavaScript, or non-native logic, it is not covered by standard support.

All troubleshooting, assessment, correction, and further work related to such solutions is handled as paid work.

If developer involvement is required, a higher rate may apply.

It is always the customer's responsibility to test and validate changes—including "vibe coded" or AI-assisted work—before relying on them in production.

On this page

• What we mean by customer-specific code and custom logic
• Why standard support does not cover custom code
• Paid work and developer involvement
• Customer-specific solutions remain customer-specific
• No guarantee of compatibility or maintainability
• Testing and validation
• Why this is handled separately
• If you need help with a customer-specific implementation
• Summary

What we mean by customer-specific code and custom logic

Hubhus allows flexible setup in several parts of the platform, including areas where customer-specific logic can be implemented, such as:

• booking forms
• campaign forms
• webpages
• and similar configurable areas

In this context, customer-specific code and custom logic means functionality that is not part of Hubhus standard product behaviour or native feature set.

Examples may include:

• custom JavaScript
• customer-specific conditions, flows, or behaviours
• non-native logic added to forms or pages
• AI-generated or "vibe coded" functionality
• custom implementations built directly in Hubhus-configurable areas
• solutions built by the customer
• solutions built by external consultants
• solutions built by Hubhus support staff as customer-specific work

Why standard support does not cover custom code

Customer-specific code and custom logic are not covered by standard support.

This means that requests related to these types of implementations are not handled as part of free support, guidance, or normal troubleshooting.

Any request involving:

• review
• technical assessment
• troubleshooting
• correction
• improvement
• adaptation
• rebuilding

will be handled as paid work. For how standard support differs from billable work in general, see Free vs Paid Support.

Paid work and developer involvement

Any troubleshooting, assessment, correction, or further work related to customer-specific code and custom logic is handled as paid work.

Such requests may initially be handled by Hubhus support, but if the issue requires deeper technical analysis or implementation, Hubhus may involve a developer.

Where developer involvement is required, a higher rate may apply.

These types of solutions are not covered by standard support, regardless of who originally created them.

Customer-specific solutions remain customer-specific

Solutions of this type are generally built for a specific customer need and should be understood as customer-specific implementations.

They are not part of the standard Hubhus product and are therefore not maintained, supported, or prioritised in the same way as native platform functionality.

Even if a solution was originally created by Hubhus staff, it does not become part of standard product support unless explicitly agreed.

No guarantee of compatibility or maintainability

Hubhus does not guarantee:

• compatibility with future platform changes
• compatibility with third-party scripts, integrations, or dependencies
• that customer-specific code will continue to work unchanged over time
• that existing custom logic can always be debugged or corrected efficiently
• that a specific custom implementation can be preserved in its current form

In some cases, the most appropriate solution may be to replace, simplify, or rebuild an implementation rather than continue troubleshooting an unstable or non-maintainable setup.

Testing and validation

Customer-specific code and custom logic—including AI-assisted or "vibe coded" solutions—must be tested and validated by you before you rely on it in production. It is always the customer's responsibility to verify that changes behave as intended in your campaigns, forms, and pages, and that they meet your legal, commercial, and operational requirements.

Hubhus may assess, change, or rebuild implementations as paid work when agreed, but that does not replace your own testing, sign-off, or ongoing validation when you publish or update custom logic.

Why this is handled separately

Customer-specific code and custom logic introduce technical complexity beyond normal support.

These solutions may depend on:

• individual implementation choices
• undocumented logic
• AI-generated code quality
• third-party dependencies
• assumptions that are not part of Hubhus native product design

For that reason, this type of work requires technical review and case-by-case assessment, and cannot be handled under the same model as normal product support.

If you need help with a customer-specific implementation

If you need help with customer-specific code or custom logic, you are welcome to submit the request through the support portal. See How to Submit a Support Request for what to include.

Hubhus will assess the scope and handle the work as paid technical work.

If developer involvement is required, this may result in a higher rate than standard paid support.

If the expected scope exceeds 1 hour, this will be communicated in advance. Work below 1 hour may be carried out and registered without prior approval. This also applies where the customer has asked Hubhus to simply resolve the issue and no specific timeframe has been agreed in advance. The same principles are described in Free vs Paid Support.

If you are proposing a new capability rather than fixing existing custom code, see Feature Requests vs Paid Development.

Summary

Custom JavaScript and other non-native logic in forms, pages, or similar areas are outside standard support: assessment, debugging, changes, and rebuilds are billable, with possible developer rates when deep technical work is needed. Custom work stays customer-specific unless explicitly agreed otherwise, and Hubhus does not guarantee long-term compatibility or that a given implementation can be preserved. It is always the customer's responsibility to test and validate changes before production use. Submit via the support portal with clear reproduction details; scope over one hour is agreed upfront, consistent with Free vs Paid Support.

Common searches

custom JavaScript • custom code Hubhus • paid troubleshooting • campaign form code • booking form script • developer rate • non-standard logic

Also known as

custom logic • bespoke JavaScript • form scripting • custom implementation • advanced Hubhus code

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How to Submit a Support Request
Free vs Paid Support
Feature Requests vs Paid Development
Fair Usage Support Policy
Response Times and Service Expectations