ARCEN DIRECT
Refund Policy
1. Before processing begins
If payment has been completed but processing has not yet commenced, you may request a refund. Refund requests are assessed on a case-by-case basis, taking into account the stage of the intake and any work already performed.
2. When processing begins
For ARCEN Direct, processing is taken to commence once payment is confirmed and intake completion requirements have been satisfied sufficiently for the matter to enter the ARCEN Direct processing pathway.
3. After processing begins
Once processing has commenced, refunds are generally not available. This includes cases where matter materials have entered structured review, preparation, or transfer-related processing.
4. Outcome-based requests
ARCEN Direct provides structured administrative documentation processing only. Refunds are not available on the basis of legal outcome, perceived matter strength, downstream handling by third parties, or dissatisfaction with a legal or employment result.
5. Technical faults
If ARCEN Direct fails to deliver the purchased service because of a technical fault on our side, we will take reasonable steps to fix the issue or provide an appropriate remedy, which may include a refund where justified.
6. Acceleration Booster
Where the optional 24-Hour Acceleration Booster is selected, that add-on is tied to urgent processing capacity and intake completeness. If accelerated handling cannot begin because intake completion requirements are not met, ARCEN Direct may determine the appropriate treatment of that add-on in context, including adjustment or refund where applicable.
7. How to request a refund
Refund requests should be submitted through the Contact page with your matter reference, payment details, and a short explanation of the request.
Nothing in this policy limits any rights you may have under applicable Australian consumer law. Where statutory rights apply, this policy operates in addition to, not instead of, those rights.