BILLING
Refunds & Cancellation
1. Cancelling a recurring subscription
At MVP launch, paid access is Full Access Monthly: a month-to-month recurring digital-service subscription with no 3-month or 12-month minimum commitment. You may request cancellation before a future renewal. Ordinary cancellation stops the next and later renewals and is scheduled for the end of the current paid billing period, which is monthly at MVP launch. Unless applicable law or the payment provider requires otherwise, you retain paid access through that paid-through date.
Ordinary cancellation does not automatically terminate already-paid access immediately and does not automatically create a prorated refund.
2. Voluntary goodwill refund requests
Arcana may consider a voluntary goodwill refund request when it is submitted within 14 calendar days of the relevant successful charge. Eligibility is assessed per charge and billing period, not across the customer’s entire historical subscription.
A request submitted within the 14-day goodwill window is not an automatic entitlement to a refund. Arcana may consider account, usage, billing and support evidence when deciding a voluntary request, subject always to mandatory law.
3. Statutory and provider-required refunds
Nothing in the voluntary goodwill policy limits statutory withdrawal, cancellation, refund, remedy, reversal or chargeback rights that apply under law or payment-provider/network rules. Where those rights apply, they take priority over the voluntary policy.
Statutory withdrawal rights are separate from Arcana’s voluntary 14-day goodwill-request window. For eligible consumer distance contracts, the statutory withdrawal period is generally 14 calendar days from conclusion of the contract, subject to the applicable legal rules and exceptions. Full Access Monthly is treated as an ongoing digital service. If it starts during an applicable withdrawal period at your express request, immediate access does not by itself extinguish the withdrawal right; where permitted by law and the required conditions were met, a proportionate amount for service already supplied may be payable if you withdraw. Qualifying digital content supplied without a tangible medium can be subject to different consent and withdrawal rules. The checkout flow records the confirmations required for the applicable contract type.
4. How to cancel, request a refund or exercise withdrawal rights
Use the Support / Contact page and choose the billing/access category for ordinary cancellation, refund questions or other billing support. Where a statutory online withdrawal function is required for your contract, Arcana will provide that function separately and its use will not depend on sending full card numbers, CVV, passwords or other secrets. If you are signed in, a support request can be linked to your Arcana account.
5. Refund execution
Approved refunds are executed through the payment provider used for the original payment. Refund timing after approval depends on that provider, payment method, bank or card issuer. Arcana does not control banking settlement times.
6. Disputes and unrecognised charges
Please contact Arcana first if you believe a charge is incorrect or unrecognised so we can investigate. This does not restrict any right you may have to contact your payment provider, card issuer or bank or to use an applicable dispute process.
7. Failed or declined payments
Displaying a payment option does not guarantee approval of a transaction. A payment provider, issuer, network or bank may decline or restrict a payment based on its own rules, risk controls, location, card/payment-method support or other factors.
8. Contact
Billing, cancellation and refund requests can be submitted through Support / Contact.