Refund & Cancellation Policy
Effective 1 March 2026
This policy forms part of our Terms and Conditions. It explains how cancellation works, when a refund may be considered, and how to raise a request.
1. Subscription cancellation
You may cancel a recurring subscription at any time. Cancellation stops future renewal.
Cancellation does not automatically result in a refund. You retain access until the end of the already-paid billing period.
Example. Subscription starts 1 September. You cancel on 15 September. Access continues to the end of the paid period. No unused-period refund is issued automatically.
2. Activated subscriptions
Once a subscription has been activated and access provided, fees are non-refundable, subject to applicable law and the exceptions below.
The following do not qualify for a refund:
- Failure to use the platform
- Lack of familiarity with the platform
- Failure to configure features
- Change of mind
- Business closure
- Insufficient leads
- Poor advertising performance
- Failure to generate sales
- Failure to achieve expected return on investment
3. Refund exceptions
A refund may be considered where:
- You were charged twice for the same transaction
- A payment was processed incorrectly due to a technical error attributable to Arkquen
- Arkquen failed to provide the purchased service due to a material failure attributable to Arkquen, and the issue could not reasonably be resolved
- A refund is required by applicable law
Where appropriate, we may provide a correction, service restoration, credit or partial refund instead of a full refund.
4. Annual and prepaid plans
Cancellation prevents future renewal but does not create a right to a pro-rata refund of unused time, except where required by law or expressly stated at purchase.
5. Third-party charges
Fees paid directly to third-party providers are subject to those providers' own policies.
6. How to request a refund
Send your name, the purchase, the date and the reason to support@arkquen.online.
We acknowledge requests within 2 working days and respond within 7 working days.
Approved refunds are returned to the original payment method within 7 to 10 working days, subject to your bank or card issuer.
7. Chargebacks
Contact us before raising a payment dispute with your bank or card issuer. Most issues are resolved faster directly.
Raising a chargeback without first contacting us may result in suspension of services.
Where a chargeback is raised in respect of services properly provided, we reserve the right to recover the disputed amount together with any fees charged to us, and to suspend or terminate the account.