Refund Policy

This Refund Policy applies to digital SaaS purchases of ArQonnect (Starter, Growth, Scale and related setup fees) sold through our website and billed by Paddle as Merchant of Record. It is designed to be clear for customers and for payment-network / MoR review.

We want you to be confident that ArQonnect is the right platform for your business. If it is not, you can request a full refund of your first paid subscription invoice within 30 days, subject to the rules below.

1. Subscription eligibility (30-day money-back)

• You must request the refund within 30 days of the date of your first paid subscription invoice on a new account.
• The guarantee covers that first subscription invoice only. Later renewals and earlier periods are not refundable under this guarantee.
• The guarantee applies to monthly and annual self-serve plans (Starter, Growth, Scale) listed at https://www.arqonnect.io/pricing. Custom Enterprise or white-label contracts follow the refund terms in the signed order form.
• Add-on and third-party usage charges (Meta template messages, AI model usage billed by providers, optional CRM seats, extra storage) are not refundable by ArQonnect because they reflect costs already incurred with third parties.

2. One-time setup fees

• Setup fees pay for done-for-you onboarding work (channel connection, knowledge loading, Twin configuration, training) for your scoped plan.
• If we have not started scoped setup work, you may request a full setup-fee refund within 14 days of payment.
• If scoped setup work has started, setup fees are non-refundable except where required by law or where we fail to deliver the agreed scoped go-live for reasons solely on our side after you provided required materials and access on time. In that case you may request a setup-fee refund within 14 days of the missed go-live date.
• Delays caused by missing customer content, delayed approvals, third-party account holds (including Meta), or customer-requested scope changes do not qualify for a setup-fee refund.

3. Exclusions

We may decline a refund where the account has clearly been used in bad faith, including:

• violation of our Acceptable Use Policy, Meta's WhatsApp Business Messaging Policy, or applicable law;
• sending bulk outbound messages (more than 1,000 template messages) in the 30-day window before requesting a refund;
• fraudulent payment, chargebacks already filed with the card issuer, or repeated refund requests across multiple accounts.

4. How to request a refund

• Email Compliance@arqonnect.io from the email address registered on your account, with the subject line "Refund request".
• Include your organization name, the Paddle / invoice number, and (optional) a short note on what did not work for you.
• We confirm receipt within 1 business day and process approved refunds within 5–10 business days back to the original payment method via Paddle. Bank settlement times depend on your card issuer.

5. Cancellation vs. refund

Cancelling your subscription stops future renewals; it does not automatically refund the most recent invoice. If you want both, cancel from the dashboard (or email support@arqonnect.io) and submit a refund request as above while still within the eligible window.

6. Payment processor (Paddle)

Subscription and eligible setup payments are handled by Paddle as our PCI-DSS-compliant Merchant of Record. Paddle collects applicable taxes, issues invoices and receipts, and handles chargebacks. Refunds are issued via the same processor. Your receipt and invoice name the MoR entity. Paddle's own buyer terms and refund practices may also apply where presented at checkout; where they conflict with mandatory consumer law, the higher consumer protection prevails.

7. Statutory consumer rights

Where you purchase as a consumer in the EU, UK or another jurisdiction with mandatory withdrawal rights (for example the 14-day EU right of withdrawal for distance contracts), this policy is in addition to, and does not reduce, those rights. Our 30-day subscription guarantee is intended to be at least as generous as the common EU minimum for eligible digital services, subject to lawful exceptions for digital content supplied with consent.

8. Contact

Refund and billing: Compliance@arqonnect.io. Product support: support@arqonnect.io. Pricing: https://www.arqonnect.io/pricing.