Refund Policy
1. Free plan
The Free plan costs nothing, so no refund arises.
2. Paid plans — 14-day cancellation right
You may cancel a paid plan within 14 days of purchase and request a full refund, provided that the substantive work included in the plan has not yet been delivered. "Substantive work" means that application preparation, document review or submission handling has already been carried out for one or more of your applications.
3. Before you buy — your rights
You have the right to change your mind. If you cancel within the 14-day period and no substantive work has been delivered, you receive a full refund of the amount paid.
4. After substantive work has begun
If work has already been delivered, we will refund the unused portion where the plan covers a defined number of applications. For example, if a plan covers 3 applications and 1 has been prepared, the remaining value is refundable. Where a plan includes human management over a period of time, the refund is assessed pro rata against the period elapsed.
5. When we refund in full regardless
- We fail to deliver the service described in the plan.
- You are charged twice for the same plan.
- A charge was made in error.
6. What is not refundable
- Third-party fees paid directly to a university, test centre, visa authority or translation service.
- An admissions outcome you are unhappy with. We do not sell an outcome and do not guarantee one.
- Requests made more than 14 days after purchase where substantive work has already been delivered.
7. How to request a refund
Use the Contact page with the email address on your account, the date of payment and the Stripe receipt reference. We aim to respond within 5 working days and to settle approved refunds to the original payment method within 10 working days. Because Arqeliva payments are processed by Stripe, an approved refund returns to the same card; we cannot refund to a different card or by another method.