Refund Policy
Last updated: 7 September 2026
How this policy works
arcdesignlabs sells fixed-scope project packages, not appointments — so cancellation terms are tied to the published five-stage process (see /process/), not to a booking window. This policy sets out exactly what you're entitled to at each stage.
Fixed-scope packages (one-off purchases)
| If you cancel… | You get |
|---|---|
| Before Kickoff begins (i.e. before we've requested your assets and confirmed a start date) | A full refund, no questions asked. |
| After Kickoff has begun, before the Design stage starts | A 50% refund of the package price, reflecting the time already committed to planning and preparing your project. |
| Once the Design stage has started | The package becomes non-refundable. Any work already produced is made available to you; any work not yet started stops immediately. |
To cancel, email support@arcdesignlabs.com with your order reference. We confirm the stage your project has reached and process any refund due within 14 days, to the original payment method.
Care & Growth retainers
Care & Growth is a rolling monthly subscription with a three-month minimum term.
- Within the three-month minimum term, the retainer is non-refundable except where required by law — you're committing to the minimum term when you subscribe.
- After the minimum term, you may cancel at any time; the current billing cycle runs to completion (no partial-month refund), and no further charges occur after that cycle ends.
Add-ons
Add-ons bought alongside a package follow that package's stage in this policy — an add-on cancelled before that package's Kickoff is fully refunded; the same stage-based terms apply after that.
Faulty or undelivered work
If a delivered package doesn't match what its package page described at the time of purchase, contact support@arcdesignlabs.com with your order reference and a description of the issue. We'll fix it at no extra cost within the stated revision rounds, or, where that's not possible, agree a fair partial refund reflecting the shortfall.
EU consumer rights
If you're a consumer based in the EU, this policy operates alongside, and does not remove, any statutory right to cancel a distance contract under the EU Consumer Rights Directive, subject to the standard exception for services that begin, with your express request and agreement, before the statutory withdrawal period ends — which is what "Kickoff begins with your agreement" means in practice for a project purchase like this. If you believe a statutory right applies beyond what's set out above, contact us and we'll work it through with you directly, or refer the matter to the EU Online Dispute Resolution platform at ec.europa.eu/consumers/odr or CICAP — Centro de Informação de Consumo e Arbitragem do Porto.
How to request a refund
Email support@arcdesignlabs.com with your order reference (ADL-YYYY-XXXXXX) and the reason for your request. We reply within one business day.