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Payment Terms & Refund Policy
i) 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. ii) ARROW CHC Eligibility Review Payment for the ARROW CHC Eligibility Review is due in full no later than one (1) day before the scheduled consultation. Clients may pay at any point before this deadline. If the booking is cancelled before this one-day deadline, the fee is fully refundable. After the one-day deadline has passed — or once payment has been made within that final 24-hour period — the fee becomes non-refundable, as preparatory work will already have commenced and reserved appointment time cannot be reallocated. iii) Fixed-Fee Services (Applies to the ARROW Reviews Service) Payment for this service is due in full at the commencement of the contract or as specified on your invoice. Clients are entitled to a full refund within 14 calendar days of payment. After 14 days, no refund will be issued if work has already commenced. iv) ARROW Comprehensive Support Package For clients choosing this plan, a £1,000 initial payment is required when the contract begins. In accordance with the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, this initial payment is fully refundable if the contract is cancelled within 14 calendar days of the agreement being formed. Commencement of Work ARROW’s services begin immediately upon instruction, which includes preparatory work, case review, liaison with professionals, and scheduling of statutory assessments. By engaging the service, the client acknowledges that this work forms part of the contract. Cancellation After the 14-Day Period Once the 14-day statutory cancellation period has expired, no refunds are available, as substantive professional work will already have commenced. Final Balance The remaining balance of £1,500 will be invoiced prior to the DST meeting and must be paid before any documentation, written submissions, or representation is provided. No documentation will be issued until payment has been received in full. v) ARROW Appeals Service and ARROW Retrospective Funding Service These are variable-fee services where 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 will form part of the service agreement or addendum. vi) ARROW Short-Notice Advocacy Service Payment for the ARROW Short-Notice Advocacy Service is due in full on booking. Because this service is arranged at short notice and preparation begins immediately, the fee is non-refundable under any circumstances. vii) Payment Methods and Late Payment Payments are to be made via bank transfer or another secure method agreed in writing. All timeframes refer to calendar days unless otherwise stated. Late payments may result in interest charges or temporary suspension of services, in accordance with the UK Late Payment of Commercial Debts (Interest) Act 1998. Any variation to these terms must be agreed in writing before it takes effect. |
