Refund & Cancellation Policy
Last Updated: June 5, 2025
Fair Refund Policy: We strive for customer satisfaction and offer fair refund terms in compliance with UK consumer protection laws and payment processor requirements.
1. Subscription Services
1.1 Free Trial Period
Where applicable, we offer free trial periods for our services:
- Free trials allow full access to paid features
- No charges during the trial period
- Cancel anytime during the trial without charge
- Automatic conversion to paid subscription unless cancelled
1.2 Subscription Cancellation
You may cancel your subscription at any time:
- Monthly Subscriptions: Cancel anytime; access continues until end of billing period
- Annual Subscriptions: Cancel anytime; access continues until end of billing period
- No Cancellation Fees: We never charge fees for cancellation
- Automatic Renewal: Subscriptions auto-renew unless cancelled
2. Refund Eligibility
2.1 30-Day Money-Back Guarantee
We offer a 30-day money-back guarantee for new customers:
- Full refund if cancelled within 30 days of initial purchase
- Applies to first-time subscribers only
- Must be requested through official channels
- Refund processed to original payment method
2.2 Pro-Rated Refunds
In certain circumstances, we may offer pro-rated refunds:
- Service unavailability exceeding 48 consecutive hours
- Billing errors or duplicate charges
- Technical issues preventing service use
- Account termination due to our error
2.3 Non-Refundable Items
The following are generally non-refundable:
- Subscription fees after the 30-day period
- Add-on services or one-time purchases
- Custom development or consulting services
- Accounts terminated for Terms of Service violations
3. Refund Process
3.1 How to Request a Refund
- Contact our support team at billing@arqanex.com
- Include your account email and reason for refund
- Provide transaction ID or payment reference
- Allow 2-3 business days for initial response
3.2 Refund Processing Times
- Credit Cards: 5-10 business days
- PayPal: 3-5 business days
- Bank Transfer: 7-14 business days
- Other Methods: Up to 14 business days
4. Dispute Resolution
If you're not satisfied with our refund decision:
- Request escalation to our billing manager
- Contact your payment provider for chargeback options
- Seek mediation through UK consumer protection agencies
- Exercise your legal rights under UK consumer law
5. UK Consumer Rights
Under UK Consumer Rights Act 2015, you have additional rights:
- Services must be performed with reasonable care and skill
- Right to repeat performance or price reduction for faulty services
- Right to refund for services not provided as described
- 14-day cooling-off period for distance contracts (where applicable)
6. Payment Processor Compliance
Our refund policy complies with requirements from:
- Stripe: Clear refund terms and dispute handling
- PayPal: Seller protection and buyer dispute policies
- Visa/Mastercard: Chargeback prevention best practices
- FCA Regulations: UK financial conduct standards