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Payment Terms & Refund Policy
This page provides a summary of ARROW Continuing Healthcare Consultants’ approach to payment and refunds.
Full contractual terms, including distance-selling rights and cancellation provisions, are provided to clients in writing and must be accepted before any services commence. In the event of any inconsistency, the signed Terms of Business issued to the client shall prevail. ARROW Free 30-Minute Consultation The ARROW Free 30-Minute Consultation is provided at no charge and carries no obligation to proceed with further services. It offers an opportunity to discuss your situation, ask questions, and receive initial guidance before deciding how to move forward. No payment is taken and no refund provisions apply. ARROW CHC Eligibility/ Assessment Preparation Review Services RROW offers two fixed-fee Eligibility & Assessment Preparation Review services:
Payment is due in full at the time of booking. Clients have a statutory right to cancel within 14 days of entering into the contract. However, by booking either service, clients expressly request that ARROW begins work immediately. This includes reviewing information provided, preparing for the consultation where applicable, and undertaking preliminary professional analysis. If the booking is cancelled before substantive work has commenced, a full refund will normally be provided. Once professional work has begun, or where the written review has been completed or the consultation has taken place, the fee becomes non-refundable. This reflects the professional time, preparation and analysis involved in delivering these services. ARROW CHC Advice Clinic Payment for the CHC Advice Clinic (£120/hour) is due in full at the time of booking. Clients have a statutory right to cancel within 14 days of entering into the contract. However, by booking this service, clients expressly request that ARROW begins work immediately. This includes reviewing information provided before the consultation and preparing for the advice session. If the booking is cancelled before preparatory work has commenced, a full refund will normally be provided. Once preparatory work has begun or the consultation has taken place, the fee becomes non-refundable. Following the consultation, clients will receive a written summary of the advice provided together with any recommended next steps. Fixed-Fee Services (Including the ARROW Reviews Service) Payment for fixed-fee services is due in full at the commencement of the contract or as specified on the invoice. Clients have a statutory right to cancel within 14 days of entering into the contract. However, by entering into the contract, clients expressly request that ARROW begins work immediately. This may include opening the file, reviewing information provided, preparing authority documentation, undertaking preliminary case analysis, requesting records and carrying out other preparatory work. A minimum administration charge of £150 will apply where the contract has been formed and work has commenced. Where services have been partially performed prior to cancellation, ARROW is entitled to retain payment proportionate to the work undertaken. Where the value of work undertaken exceeds the administration charge, ARROW reserves the right to retain a greater sum reflecting the work completed up to the date of cancellation. Certain services, including eligibility reviews, records analysis, written submissions and time-critical advocacy, are non-refundable once commenced. Where substantive professional work has been carried out, refunds will not normally be available. ARROW Comprehensive Support Package The total fee for the ARROW Comprehensive Support Package is £3,250. An initial payment of £1,500 is required when the contract is formed. By instructing ARROW, clients expressly request that work begins immediately. This includes preparatory work, case review, professional liaison and early-stage planning activity. If the contract is cancelled within 14 days before substantive work has commenced, the initial payment will be refunded. Where work has already begun, ARROW is entitled to retain fees proportionate to the work undertaken. Once the statutory cancellation period has expired, no refunds are available. The remaining balance of £1,750 relates to ongoing case management, DST preparation, written submissions and representation. If, for any reason, the case does not progress to a Decision Support Tool (DST), the remaining balance will not be payable. Where the case does progress to DST, the remaining balance of £1,750 will be invoiced in advance of any DST-related documentation, written submissions, or representation. No documentation or representation will be provided until payment is received in full. Change of Instruction In certain circumstances, the original NHS Continuing Healthcare instruction may no longer be capable of completion. This may arise where the individual dies or is awarded NHS Continuing Healthcare through the Fast Track pathway before completion of the standard NHS Continuing Healthcare assessment process. In such circumstances, ARROW and the Client may agree to convert the original instruction into a retrospective NHS Continuing Healthcare claim where a claim period can be identified and there are reasonable grounds for pursuing reimbursement of care fees. Any retrospective claim will be subject to a separate scope of work, fee structure and written agreement, which will be provided before further work is undertaken. Where appropriate, ARROW may credit fees already paid towards the retrospective claim to reflect work already undertaken. Any such credit will be confirmed in writing. ARROW Appeals Service and ARROW Retrospective Funding Service These are variable-fee services. Costs depend on the stage of the appeal or retrospective claim and the level of support required. Payment terms will be agreed on a case-by-case basis and confirmed in writing before any work begins. A written cost breakdown or service addendum will apply. Refunds, if any, are assessed in accordance with the signed Terms of Business and the work undertaken. ARROW Short-Notice Advocacy Service Payment for the ARROW Short-Notice Advocacy Service is due in full at the point of booking. Due to the urgent nature of this service and the immediate commencement of preparation, fees are non-refundable once booked, except where cancellation rights apply under applicable law. Payment Methods and Late Payment Payments must be made by bank transfer or another secure method agreed in writing. All timeframes refer to calendar days unless otherwise stated. Late payment may result in suspension of services and may attract interest in accordance with the Late Payment of Commercial Debts (Interest) Act 1998. Any variation to these terms must be agreed in writing in advance. How We Work All fees and payment terms are confirmed in writing before work begins. For fixed-fee services, the scope of work is clearly defined at the outset and delivered in full. There are no open-ended arrangements, and fees are not increased once agreed. Where work is time-sensitive or front-loaded, an initial payment is required at the point of instruction. This reflects the immediate commencement of professional input, including case review, evidence analysis and early-stage planning. For services that progress through defined stages, such as the Comprehensive Support Package, fees are structured accordingly. An initial payment secures early work and case preparation, with the remaining balance only becoming payable where the case progresses to the next substantive stage. Variable-fee services, including appeals and retrospective funding claims, are agreed on a case-by-case basis. The level of support required is discussed in advance, and a clear cost structure is set out before any work begins. Clients are not committed to work that has not yet been agreed. Where circumstances change, the scope of support can be adjusted, and any additional work is discussed and approved before it is undertaken. This approach ensures that fees remain proportionate, transparent and aligned with the stage of the CHC process, while allowing for the flexibility required in complex or evolving cases. |
