Cancellations & Refunds

Initial 14 days

If the law gives you a 14-day cancellation period, you can cancel without giving a reason.

ARK Care starts at checkout and may be made available to you immediately. Where required, we separately ask you to request immediate service.

If you cancel your ARK Care subscription during the initial 14 days, our current policy is to refund the ARK Care subscription payment in full, even if the service has already begun.

Refunds are made to the card you paid with, normally within 14 days of you telling us.

How to cancel

• From your account: Client Portal → Subscriptions → Cancel.
• By email: support@arkcare.uk.
• By phone: 01329 623 555 during opening hours.
• Any other clear cancellation statement through a supported channel.

We will confirm by email and tell you when your cover ends.

After 14 days

You can cancel at any time and there is no cancellation fee. Cancelling stops your subscription from renewing again, and your cover normally continues until the end of the period you have already paid for. Payments already made are not normally refunded simply because you cancel part-way through a paid period, unless the law requires it or we agree otherwise.

If you pay monthly and cancel halfway through the month, we'll keep looking after your computer until the end of that paid month and won't take another payment. If you pay annually and cancel during the year, your cover normally continues until the end of the year you've already paid for and won't renew again.

If something we supplied is faulty or not as described, your rights under the Consumer Rights Act 2015 still apply and are not affected by anything on this page.

Bookings and paid remote sessions

A booked remote session can be moved or cancelled free of charge up to 24 hours before the start time. Inside 24 hours, or if nobody is available at the agreed time, we may charge for the session. Tell us as soon as you can and we will always try to be fair.

Backup data

Backup data is normally deleted 7 days after paid backup service ends. We will tell you the expected deletion date, so please download anything you need before then.

Complaints

If something is not right, email support@arkcare.uk or ring 01329 623 555. We aim to acknowledge complaints within two working days and resolve them within 14 days. If you are not happy with the outcome you can seek independent advice from Citizens Advice (citizensadvice.org.uk, 0808 223 1133).