This is a fair point; maybe Hubs should release a customer guidelines that better outlines what a customer can expect from a Hub. I think this added level of transparency would really benefit the community as a whole. Even if (and when) customers choose not to read it, we as the Hub can direct them to specific sections when they question why prices are the way they are or why we change things.
For example, we’re all required to charge a base price which is our material cost and whatever other cost we as Hubs individually factor in. As a customer, I have no idea what that price that gets quoted includes, so I would naturally assume it includes everything when that’s very often not the case. I think if Hubs were to release an official customer “handbook” and leave a link to it on top of the page when a customer uploads a design to print (or prompt them with a pop-up window once a design is uploaded that says something like “Hey, have you reviewed our handbook on what you should expect?”) there would be better communication between the Hub and customer. Kind of like a “What to expect when you’re expecting” but for 3D printing with a Hub.
Break down what supports are and why you need them, why nylon costs more than PLA, why design/modeling costs aren’t included by default, shells and infill, etc. in terms your average consumer can understand and you will open up a lot more dialogue than there currently is. It also helps to have something official and endorsed by the overall company backing up what I, as a Hub, say to a customer in regards to modifications to files that may increase their prices. Looks a lot less like price gouging and more like genuine information.