ARQ · AUTO REPAIR QUOTES
Credit & refund policy
Refunds for completely unused packages, credit returns for defective requests and help with payment errors.
Purchases are not open yet. These are ARQ’s approved refund rules for when paid credits become available. Customers use the marketplace free. Credit prices are in Canadian dollars (CAD); any tax charged will be shown before payment.
1. Completely unused paid packages: 14-day refunds
You can request a full refund of a paid credit package within 14 days of successful payment if none of the credits from that purchase have been used and all remain available in your account.
We refund the amount you actually paid for that package, including any tax charged on it, to the original payment method. We remove the corresponding credits from your available balance as part of the refund process. Those credits cannot be spent while the refund is being processed. We do not deduct an administration fee from an eligible refund.
A package counts as used once any of its credits have been spent on an Unlock. A later credit return does not restart this change-of-mind offer. Your remedies for a defective request, payment error or ARQ service failure remain separate.
2. Partially used packages and purchases older than 14 days
There is no standard change-of-mind cash refund for a partially used package or after the 14-day window. The remaining credits stay available for future use and do not expire. This does not limit the corrections and exceptions below or rights that cannot be excluded under applicable law.
Promotional and welcome credits have no cash refund value. Credits are not transferable and cannot be used to pay a repair shop for repairs.
3. Defective repair requests
Report a problem within 7 days of the Unlock, using the request reference and a short explanation. If we verify that the opportunity was defective, we restore the credits spent on that Unlock to your ARQ wallet.
Examples include a fake request, the same repair request sold to your Shop again as a duplicate, materially false information that was not apparent before the Unlock, or false or unusable contact information. An ARQ technical failure that prevents the access you paid for also requires correction.
A request being available to competing Shops is not a duplicate. A genuine new repair need from the same Customer is not automatically a duplicate either.
We review our records and may ask for relevant supporting information. We explain our decision. If you believe something was missed, you can ask support to review it again. We do not reject a valid claim simply because you have previously reported other valid problems.
4. Genuine opportunities do not guarantee repair work
An Unlock provides an opportunity to prepare an estimate and pursue the request. It does not guarantee that the Customer will respond, accept your price, book work or select your Shop.
A Customer choosing another Shop, not replying or deciding not to proceed does not by itself qualify for a refund or credit return. A Shop missing its disclosed submission deadline also does not by itself qualify. Reports suggesting a request was fake or otherwise defective will still be reviewed.
A shop must submit an estimate before the Customer’s phone number and email are revealed. Contact access ends at the original disclosed deadline; sending an estimate does not extend that deadline.
5. Payment, delivery and platform errors
We correct duplicate charges, missing purchased credits and deductions made without a successful Unlock. Depending on the issue, we deliver the missing credits, restore incorrectly deducted credits or refund the affected payment.
The ordinary change-of-mind deadline does not excuse an ARQ billing or delivery error. Other significant ARQ service failures are reviewed on their facts. We will not compensate the same loss twice through both cash and credits.
6. Account closure and permanent closure of ARQ
If you plan to close your Shop account with a remaining balance or unresolved refund request, contact support first. Voluntary closure follows these refund rules; it does not create an additional change-of-mind refund entitlement or impose a separate forfeiture rule.
If ARQ permanently closes, we refund remaining unused paid credits at their original purchase value, with any corresponding tax adjustment that applies. Promotional and welcome credits have no cash refund value.
7. Requesting help and protecting accounts
Email shopsupport@arquotes.com or marian@arquotes.com with your Shop-account email, purchase or request reference, and the reason for your request. You can also call +1 604-445-3508. Do not send full payment-card details.
We respond within 2 business days. This is our support response commitment; payment-provider and bank processing times are separate.
We verify purchases and spending history, prevent duplicate compensation and investigate suspected false claims or misuse. We may request reasonable information needed to assess a claim or verify account control. A refusal can be reviewed if you provide further relevant information.
8. Applicable rights
This policy will be available before you purchase credits. Nothing in this policy limits rights or remedies that cannot be excluded under applicable law.