Refund policy

 

ATHLETE'S ARC

Return & Refund Policy

Effective Date: 1 July 2026

 

Athlete's Arc sells personalized digital products. Because research begins on your order as soon as your intake form is submitted, our refund policy reflects the nature of custom analytical work. Please read this policy carefully before purchasing. By completing a purchase, you agree to the terms below.

 

Athlete's Arc offers refunds based on where your order is in the production process at the time the refund request is made. The intake form submission is the dividing line. Before submission, refunds are straightforward. After submission, refunds are available in defined circumstances only.

 

THE DIVIDING LINE Your 3-4 business day delivery window begins when your completed intake form is submitted. Research begins at the same moment. Before intake form submission = full refund available, no questions asked. After intake form submission = refund eligibility depends on the circumstances described in this policy.

 

You are entitled to a full refund of your purchase price in any of the following circumstances:

•      You request a refund before submitting your completed intake form, for any reason.

•      You submitted your intake form but contact us within 24 hours of submission and research has not yet commenced on your order.

•      Athlete's Arc is unable to deliver your completed report within 5 business days beyond the stated 3-4 business day delivery window, and you have not been notified of a delay in advance.

•      Your report contains a material error that is directly attributable to our analytical process — not to inaccurate or incomplete information provided in your intake form.

•      Athlete's Arc is unable to produce the report for reasons within our control — for example, the programs on your list are outside our current data coverage and no suitable alternative was offered.

 

HOW TO REQUEST A FULL REFUND Email info@athletes-arc.com with your order ID and the reason for your request. Full refund requests are processed within 10 business days. Refunds are issued to the original payment method used at purchase.

 

A partial refund may be available in circumstances where research has commenced but the order cannot be completed as originally purchased. Partial refund amounts are determined at Athlete's Arc's reasonable discretion based on the proportion of research completed at the time of the request.

 

3.1  Tier Downgrade

If you purchased a Recruit or Commit tier report and wish to reduce the number of programs analyzed before research has commenced on all programs, we will refund the price difference between your purchased tier and the applicable lower tier, provided the request is made before research begins on the programs being removed.

3.2  Data Coverage Gap

If one or more programs on your list are outside Athlete's Arc's current data coverage and you decline the alternatives offered, a partial refund may be issued for the portion of the report attributable to the uncovered program(s). The portion of the report completed for covered programs is not eligible for refund.

3.3  Extraordinary Circumstances

Athlete's Arc may, at its sole discretion, offer a partial refund in extraordinary circumstances not covered above — including significant delays caused solely by our team, or situations where the delivered report materially differs from the product description through no fault of information provided by the customer. These situations are evaluated on a case-by-case basis.

 

Refunds are not available in the following circumstances:

•      You have submitted your completed intake form and research has commenced, and none of the full refund conditions in Section 2 apply.

•      Your report has been delivered, and you are dissatisfied with the conclusions, ratings, or metric results — outcomes that reflect data-driven analysis and not errors in our process.

•      Information provided in your intake form was inaccurate, incomplete, or materially different from the athlete's actual profile, resulting in a report that does not match your expectations.

•      You did not submit your intake form within the 45-day window following purchase and forfeited your order.

•      The programs analyzed received lower Fit Scores or Concerning, Escalated, or Red Flag metric ratings than you expected — these reflect honest data analysis, not errors.

•      You changed your mind about the schools on your list after intake form submission and research commencement.

•      A coaching staff change, roster change, or other program development occurred at a school after your report was delivered, changing the relevance of the analysis.

 

IMPORTANT Athlete's Arc reports are informational analytical products. A report that surfaces Concerning, Escalated, or Red Flag ratings is working exactly as designed — it is surfacing information that is important for your family to know before committing. Dissatisfaction with what the data reveals about a program is not grounds for a refund.

 

Your intake form must be submitted within 45 days of purchase. This window exists to ensure we can deliver your report within a reasonable timeframe and maintain the accuracy of the program data used in your analysis.

If your intake form is not submitted within this window and you have not contacted us to arrange an extension, your order may be forfeited without refund. If you need additional time to complete your intake form, contact us at info@athletes-arc.com before the deadline and we will work with you to accommodate a reasonable extension.

 

Reports are delivered within 3-4 business days of intake form submission under normal operating conditions. If your order is expected to be delayed beyond this window, we will notify you before the deadline with a revised delivery estimate.

 

6.1  Delay caused by Athlete's Arc

If your report is delayed beyond 5 business days past the stated delivery window through no fault of information you provided, and you have not been notified of the delay in advance, you are eligible for a full refund under Section 2.

6.2  Delay caused by incomplete or inaccurate intake information

If delivery is delayed because we need to seek clarification on your intake form — due to missing information, unclear responses, or programs that require follow-up confirmation — the delivery window is extended accordingly, and no refund eligibility is triggered by the delay alone.

6.3  Force majeure

Athlete's Arc is not liable for delivery delays caused by circumstances outside our reasonable control. In such cases, we will communicate proactively and work to deliver your report as soon as reasonably possible.

 

If you believe your refund request has been incorrectly denied, or if you have a dispute about the content of your delivered report, please contact us at info@athletes-arc.com with:

•      Your order ID

•      A clear description of the issue or the basis for your refund request

•      Any supporting information relevant to your request

 

We will review your request and respond within 10 business days. We are committed to resolving disputes fairly and directly before any formal process is initiated.

If informal resolution is not reached, disputes are subject to the governing law and dispute resolution provisions in our Terms of Service.

 

Athlete's Arc reports are custom-produced digital documents delivered electronically. Because each report is built specifically for an individual athlete and requires original analytical work that cannot be recovered once performed, this policy is structured to reflect the genuine cost of production rather than a standard physical goods return model.

Once a report has been delivered, it cannot be "returned" in the traditional sense — the analytical work has been completed and the digital file has been delivered. Refund eligibility after delivery is therefore limited to the circumstances described in Section 2.

 

For all refund requests and policy questions:

 

Athlete's Arc  ·  info@athletes-arc.com

QUICK REFERENCE SUMMARY

Scenario	Refund eligibility	Timing	Notes
Before intake form submitted	Full refund — 100%	Any time before submission	No questions asked. Contact us at info@athletes-arc.com with order ID.
Within 24hrs of submission — research not started	Full refund — 100%	Within 24 hours of submission	Contact us immediately. Research start is time-sensitive.
Delivery delayed beyond window — no prior notice	Full refund — 100%	After  days beyond delivery window	Delay must be caused by Athlete's Arc, not intake information.
Material error in report attributable to our process	Full refund — 100%	Within 5 days of delivery	Error must be in analytical process, not intake data provided.
Tier downgrade before research on removed programs	Partial — price difference between tiers	Before research on removed programs begins	Downgrade must be requested before research commences.
Data coverage gap — program not in our data set	Partial — proportion attributable to uncovered program	Before or after delivery	Covered programs are not eligible for refund.
After delivery — dissatisfied with results	Not eligible	N/A	Ratings reflect honest data analysis. Not grounds for refund.
Inaccurate intake information provided	Not eligible	N/A	Report accuracy depends on accuracy of information submitted.
Intake form not submitted within window	Not eligible	N/A	Contact us before deadline if you need an extension.