1. About these terms

These terms apply when you book or purchase services from ArrowLex. They should be read with our Privacy Policy and any service-specific quotation, scope of work or written confirmation we provide. If a separate written agreement expressly changes a point in these terms, that separate agreement takes priority for that service.

2. What ArrowLex provides

ArrowLex provides general information, administrative support, document preparation and organisation, welfare-related support and other practical assistance within the scope shown on our website or agreed with you. We are not a law firm and we do not present ourselves as providing reserved legal activities, regulated immigration advice or other regulated services unless and until the required authorisation is held and the service is clearly identified as authorised.

Where a matter falls outside our permitted scope, requires professional authorisation, or would be better handled by a specialist, we may explain that limitation and suggest that you seek help from an appropriately authorised professional or official service.

3. Initial consultation

The current standard initial consultation is £50 for 45 minutes, normally delivered remotely by WhatsApp. The consultation is intended to understand your situation, identify practical next steps and decide whether ArrowLex can offer further support.

Paying for an initial consultation does not automatically purchase any further casework, document package or ongoing service.

4. Further work and quotations

If further work may be suitable, we will provide or confirm the proposed scope and price before that work begins. You are not required to proceed. Further work starts only after you accept the relevant scope and price and, where applicable, complete any required payment or onboarding steps.

5. Booking, payment and confirmation

A booking is not final until ArrowLex confirms it. Where online payment is available, payment must be made through the payment method shown at checkout. We do not ask you to send card security details through ordinary email or messaging.

Availability shown on the website may be indicative until a booking is confirmed by ArrowLex. We may need to offer an alternative time if availability changes.

6. Consumer cancellation rights

If you are a consumer entering into a distance contract, you may have a statutory right to cancel within 14 days of the contract being made. Nothing in these terms removes or reduces those rights.

If you ask us to begin providing a service during an applicable cancellation period, we will ask for your express request. If you later cancel after performance has started, you may be required to pay a proportionate amount for the service already supplied where the law permits. If a service is fully performed during the cancellation period after the required request and acknowledgement, the statutory cancellation right may be lost.

7. ArrowLex cancellation and rescheduling policy

In addition to statutory rights, our normal operational policy for consultations is:

• More than 24 hours before the appointment: you may normally cancel for a refund of the consultation fee or request one reschedule without an additional consultation charge.
• Less than 24 hours before the appointment: a refund is not normally automatic, but we may agree a reschedule or refund where there are reasonable exceptional circumstances.
• No-show: the consultation fee is normally non-refundable because the appointment time has been reserved for you.
• If ArrowLex cancels: you may choose a full refund of the affected consultation fee or an alternative appointment.

This operational policy does not override any stronger right you have under consumer law.

8. How to cancel

You can tell us clearly that you wish to cancel by contacting ArrowLex using the contact details shown on the website. You may also use the model form below, but you do not have to use it.

9. Your responsibilities

You are responsible for giving us information that is accurate and complete to the best of your knowledge, supplying requested documents in time, telling us about important changes, reviewing drafts where we ask you to do so, and meeting any deadline that remains your responsibility. Please do not deliberately provide false or misleading information.

10. Third-party decisions and outcomes

We cannot guarantee a particular result, decision, award, payment, response or timescale from any government department, council, employer, tribunal, utility company, financial organisation or other third party. Their decisions and processes are outside our control.

11. Documents and communication

ArrowLex operates remotely. We may communicate through the channels agreed with you, including the Client Portal, email, WhatsApp or telephone where available. Where a secure Client Portal is available, we may ask you to use it for case documents rather than ordinary email or messaging.

12. Our standard of service

We will provide services with reasonable care and skill. Nothing in these terms excludes or restricts rights that cannot lawfully be excluded, including your statutory consumer rights.

13. Suspending or ending services

We may decline, pause or end work where we cannot act within our permitted scope, required information is not provided, payment remains outstanding, instructions would require unlawful or misleading conduct, there is abusive or threatening behaviour, or a conflict or other serious practical issue prevents us from continuing. Where appropriate, we will explain what happens to any unfinished work and any payment due or refundable.

14. Complaints

If you are unhappy with our service, please use our Complaints procedure. We will not claim membership of an external regulator, ombudsman or compensation scheme unless that membership genuinely applies to the service concerned.

15. Changes to these terms

We may update these terms to reflect changes in our services, business structure or the law. The version supplied or made available when you agree a service will normally govern that service, unless a change must apply for legal or regulatory reasons.

16. Governing law

These terms are intended to be governed by the law applicable to the ArrowLex business once established in the United Kingdom. Nothing in this clause removes any mandatory consumer protection available to you in the part of the UK where you live.

17. Contact

For questions about these terms, contact info@arrowlex.co.uk. The final production website will also display the legal business identity and registered-office details once incorporation is complete.

1. What this notice covers

This notice explains how ArrowLex handles personal information when you use this website, contact us, book a consultation, become a client, use the Client Portal, make a payment, send documents or otherwise deal with us.

2. Information we may collect

Depending on your relationship with us, this may include your name and contact details, preferred language, booking and consultation details, information you provide about your situation, correspondence, documents and evidence, payment and transaction records, service history, complaints, and technical information generated when you use our website or systems.

Some matters may involve more sensitive information, for example information about health, disability, family circumstances or other special-category data. We ask you not to place unnecessary sensitive identifiers or documents into public website forms.

3. Why we use personal information

We may use personal information to respond to enquiries; arrange and deliver consultations and agreed services; prepare, organise or review documents; communicate with you; administer client records and payments; maintain security; prevent misuse; handle complaints; comply with legal and accounting obligations; and improve our services and systems.

4. Lawful bases

Depending on the activity, we may rely on performance of a contract or steps requested before a contract, compliance with a legal obligation, our legitimate interests in operating and protecting the business and providing an effective service, or your consent where consent is appropriate. Where special-category information is needed, we will also identify an appropriate additional condition under UK data-protection law; where explicit consent is the appropriate condition, we will ask for it.

5. Who we may share information with

We do not sell your personal information. Where necessary, information may be shared with service providers that support our hosting, IT, communications, secure portal, document storage, payments or professional administration; with official bodies or third parties where you ask us to communicate with them or where this is necessary for an agreed service; with professional advisers; or where disclosure is required by law.

We aim to share only what is necessary for the relevant purpose and to use appropriate contractual and security arrangements with service providers.

6. Website and third-party infrastructure

The current pre-launch website is hosted using third-party infrastructure and loads some technical resources from external content-delivery providers. When your browser requests those resources, the provider may receive technical request information such as your IP address, browser details and the requested file. We are reviewing these dependencies before final production launch and will update this notice if our providers or processing materially change.

7. International transfers

Some technology providers may process information outside the United Kingdom. Where UK data-protection rules require safeguards for an international transfer, we will use an appropriate lawful transfer mechanism or another permitted basis.

8. How long we keep information

We keep personal information only for as long as reasonably necessary for the purpose for which it was collected and for legitimate legal, accounting, complaint, security or dispute-resolution needs. Retention periods may differ between an enquiry, a client matter, payment records and other records. We review retention and delete or anonymise information when it is no longer required.

9. Security

We use proportionate technical and organisational measures intended to protect personal information. No internet or messaging system can be guaranteed completely secure. Where the Client Portal is available, we may ask you to use it for case documents rather than ordinary email or messaging.

10. Your rights

Depending on the circumstances, you may have rights to access your personal information, correct inaccurate information, request deletion, restrict processing, object to certain processing, receive certain information in a portable form, and withdraw consent where processing is based on consent. Some rights have legal limits and may not apply in every situation.

11. Complaints about data protection

Please contact us first at info@arrowlex.co.uk if you have a privacy concern. You also have the right to complain to the UK Information Commissioner's Office (ICO). You can find current complaint information at ico.org.uk.

12. Marketing

Submitting an enquiry or booking does not automatically add you to a marketing list. If we introduce optional marketing in future, we will provide the information and choices required by law.

13. Cookies and similar technologies

Please see our Cookie Policy for current information about cookies, local storage and similar technologies used by this website.

14. Changes to this notice

We may update this notice as ArrowLex completes incorporation, changes providers or introduces new services. The latest version will be published on this page.

1. What cookies and similar technologies are

Cookies are small files or pieces of information stored or accessed on your device by a website or related service. Websites can also use similar browser technologies, including local storage, to remember settings or support functionality.

2. Current ArrowLex website use

The current pre-launch website does not intentionally use analytics or advertising cookies. It uses browser local storage to remember your selected website language so that the site can restore that preference on a later visit. Local storage is not itself a cookie, but it is a similar browser-storage technology and we disclose it here for transparency.

3. Hosting, security and external resources

Our hosting platform and technical providers may use strictly necessary or security-related technologies to deliver and protect the website. The current pre-launch build also loads some resources from external content-delivery providers. We are reviewing those dependencies before final production launch.

4. Optional cookies in future

If we later introduce analytics, advertising or other non-essential cookies or similar technologies that require consent, we will provide an appropriate consent mechanism before those technologies are used and will update this policy with their purpose and duration.

5. Managing browser storage

You can clear or block cookies and local storage through your browser settings. Blocking strictly necessary browser technologies may affect how parts of a website work. Clearing ArrowLex local storage may reset your selected language.

6. Cookie audit before final launch

Before the final production launch, ArrowLex will re-check the deployed website for cookies and similar technologies and update this page if the production hosting, analytics or integrations differ from the current pre-launch build.

7. Contact

For questions about cookies or privacy, contact info@arrowlex.co.uk.

We want the opportunity to put things right

If you are dissatisfied with the service, communication, administration, a fee or another part of your experience with ArrowLex, please tell us as soon as reasonably possible. Raising a complaint will not disadvantage you in receiving any service that we are still able to provide properly.

How to complain

Email info@arrowlex.co.uk with the subject “Complaint”. Please include your name, any case or booking reference you have, what happened, the outcome you are seeking, and any relevant dates or documents. Please avoid sending unnecessary sensitive information in the first email.

What happens next

• We aim to acknowledge a complaint within 5 working days.
• We will review the relevant records and may ask you for further information.
• We aim to provide a substantive written response within 20 working days. If a matter is unusually complex and needs longer, we will explain why and provide an updated timescale.
• Where appropriate, a complaint may be reviewed by someone who was not directly responsible for the issue.

Possible outcomes

Depending on the circumstances, we may provide an explanation, correct an administrative error, complete agreed remedial work, offer an appropriate refund or fee adjustment, apologise, change an internal process, or explain why we do not uphold the complaint.

External routes

ArrowLex will not state that you can use a particular regulator, ombudsman or compensation scheme unless that route genuinely applies to the service concerned. This does not affect any statutory right you may have to use the courts, report a data-protection concern to the ICO, or use another legally available dispute-resolution route.

Our approach

ArrowLex wants its website and remote services to be usable by as many people as reasonably possible, including people who use assistive technology or need information presented in a different way.

Current status

This website is still in pre-launch testing and has not yet undergone a formal independent accessibility audit. We therefore do not claim that every page currently conforms to a particular accessibility standard. During development we are checking keyboard use, focus states, labels, headings, readable contrast, responsive layouts and text alternatives where relevant.

If you need help using the website

If you cannot access information, complete a form or use a feature because of an accessibility barrier, contact us at info@arrowlex.co.uk. Tell us what you were trying to do and, if possible, the device, browser or assistive technology you were using. We will try to provide the information or an alternative way to complete the task.

Alternative formats and communication

Where reasonably possible, we will work with clients to find a practical communication or document format that meets their needs. Availability will depend on the information and service involved.

Ongoing review

We will update this statement after the final production build and accessibility testing, and again when significant design or functionality changes are made.