Cancellation & refund policy

Requesting a cancellation

Email info@arcadestride.com with your project name, invoice reference and the work you want to cancel. We will review the project status, completed work and any approved third-party commitments with you. Sending an initial enquiry creates no charge.

Before work starts

If a paid project is cancelled before any work begins, payments for unperformed work are refundable, less any non-recoverable third-party expenses that you expressly approved in advance, subject to the signed project agreement and applicable law.

After work has started

For a cancellation after work begins, the amount due is assessed against work already completed and approved non-recoverable commitments. Any unused prepaid balance is considered for refund after that reconciliation, in line with the agreement and applicable law.

Completed custom work is not automatically refundable because a project is paused or priorities change. If the work does not meet the agreed scope, contact us so we can review the issue and discuss the appropriate correction or remedy.

Approved refunds

We confirm the refund amount and the basis for it in writing. Where supported, approved refunds are returned through the original payment method. Processing time after a refund is issued depends on the payment provider and bank.

Third-party purchases are governed by the relevant provider’s cancellation and refund terms. We will identify those costs and responsibilities in the project proposal.

Changes and recurring services

A pause or change of direction may require a revised scope and schedule. Ongoing support or other recurring work is supplied only under a separate agreement that states its cancellation notice and billing terms.

No physical goods are shipped, so a physical return process does not apply to our digital project services. This policy does not limit mandatory consumer rights.