This Refund & Cancellation Policy is part of the Terms & Conditions of Arqiva Living. It explains when you can cancel a Plan & Pay order and when we refund money.
Last updated: 22 September 2026.
Custom digital work
Each package is configured to your square footage, storeys, and add-ons, then produced as original drawings. Once production has started, the files have little resale value to us. That is why refunds are limited after work begins.
Cancel before production
If you cancel before we have started documentation — typically within 24 hours of a confirmed payment, and always before first-draft files are issued — we will refund the order in full through Paddle.
After production has started
After we begin drawings, refunds are discretionary. If we cannot complete the package for a reason on our side, you will receive a full refund. If you change the brief so substantially that the original order no longer applies, we may offer store credit toward a new package instead of a cash refund.
Completed deliverables
Once export-ready files have been delivered and match the paid package, the order is complete and is not refundable, except where required by applicable consumer law.
How to request a refund or cancel
Email [email protected] from the address on the order, include your order reference, and tell us whether you want to cancel or request a refund. You can also write from your account after signing in.
Approved refunds are issued by Paddle to the original payment method. Timing depends on your bank or card issuer.
Failed or duplicate payments
If a checkout is charged more than once for the same order, or payment succeeds after we already marked the order paid, contact us and we will refund the duplicate through Paddle.
Chargebacks
Please contact us before disputing a charge with your bank. Unfounded chargebacks after delivery may result in account closure and a report to Paddle.
Contact
Arqiva Living · Lahore, Pakistan · Remote-first digital studio for home plans & interiors
[email protected] · +92 300 847 2190