Refund and Cancellation Policy
When you can cancel a custom order and get everything back, when you cannot, and the cases where we refund you anyway without being asked twice.
The policy, in one line
Cancel before we start and you get everything back. Once work on a custom order has begun it cannot be returned, because it was made for you and has no other buyer.
Before we start: full refund
Work begins when we confirm your brief by email, not when you pay. Between those two moments you can cancel for any reason and get a full refund, including any ultrafast delivery fee.
Email info@arclight.co.in with the address you ordered from. In practice this window is a few hours during working days, so tell us quickly.
After we start
Custom work cannot be refunded once it is underway. A deck written to your argument and a track written to your cut have no resale value, and the cost is in the hours already spent.
What you do get is the revision rounds your package includes. If the first version is not right, that is what they are for, and we would much rather use them than have an unhappy customer.
When we refund anyway
A no-refund position after work starts is not permission to keep money we are not owed. We will always refund you in these cases:
Duplicate charge. Billed twice for the same order, we refund the extra in full and you do not need to explain.
We cannot deliver. If we take an order and then cannot do the work, you get the whole amount back.
We miss the delivery date badly and you no longer want the work. Partial or full depending on how much was delivered, and we will be reasonable about it.
Ultrafast delivery we did not honour. If you paid the ultrafast fee and the first version was late through our fault, we refund that fee even if you keep the work.
Unauthorised payment, where confirmed.
Scope disagreements
If your brief is larger than the package you bought, we tell you before starting. If you would rather not upgrade, you can cancel at that point for a full refund. What we do not do is start anyway and then ask for more money.
How to ask
Email info@arclight.co.in from the address you ordered with and tell us what happened. Where a refund is due we process it to the original payment method, and it usually lands within five to ten business days depending on your bank.
Chargebacks
Email us before contacting your bank. We answer quickly and can usually resolve a delivery problem in hours, which a chargeback cannot. Opening one on delivered custom work is not a route around this policy, and we will contest it with the brief and the delivery record.
Your statutory rights
Nothing here removes rights you have under the law where you live. Some jurisdictions give consumers a right to cancel services within a cooling-off period, and some allow that right to be waived where the work is made to your specification and begins with your express consent. Ordering and confirming a brief is that consent. If the law where you live gives you a right this policy does not, the law wins, and you should tell us so we can honour it.