Cancellation & Refund Policy

Arcera is operated by NEW ELITE VENTURES PTY LTD (ABN 96 678 447 384), an Australian company based in Queensland, Australia. References to "Arcera", "we", "us" and "our" mean NEW ELITE VENTURES PTY LTD.

This policy explains how Arcera handles cancellations and refunds for our managed virtual reception and workflow services.

1. Setup fees

• Setup work begins after payment and approval of the agreed scope.
• Setup fees cover configuration, workflow design, integrations, prompt engineering and testing.
• Once implementation work has begun, setup fees are non-refundable, except as set out in the Go-live guarantee below or where a refund is required by law.

Go-live guarantee

For a standard reception deployment, if your workflow is not live within 5 business days of discovery sign-off, we refund your setup fee only.

The guarantee applies once we have the information, workflow approvals and technical access we need from you.

Complex integrations, multi-location rollouts and third-party approvals are scoped and timed in writing before work begins and are not covered by the 5-day window unless that written scope says so.

2. Monthly subscriptions

• Monthly subscriptions can be cancelled in accordance with the notice period stated in the signed client agreement.
• Service remains available until the end of the current paid billing period, unless otherwise agreed in writing.
• Unused subscription time is not automatically refunded, except where required by law.

The specific notice period is defined in your Client Agreement. Contact us if you need a copy.

Arcera Sales Team: free 2-week trial for agents. No lock-in contracts, 30 days' notice.

3. Usage charges

Usage charges already incurred (for example, call minutes, transcription, model usage or third-party pass-through costs) remain payable up to and including the effective cancellation date.

4. Failed or materially undelivered services

If a service is not delivered, or is materially different from what was agreed in writing, we will review the situation individually and in good faith with the client to determine an appropriate resolution.

5. Australian Consumer Law

Nothing in this policy excludes, restricts or modifies any rights or remedies that cannot be excluded under the Australian Consumer Law. Where a consumer guarantee is not met, you may be entitled to a remedy under law.

6. How to request a cancellation or refund review

Send a written request to hello@arcera.com.au from the account holder's email address, including your business name and the reason for the request. We will respond within a reasonable timeframe.