Subscription & Cancellation Policy

Arca Lab | ABN: 87 689 773 153 | Effective Date: 9 April 2026

This policy governs the Subscribe & Save program offered by Arca Lab for eligible dog dental care products. By enrolling in a subscription, you agree to the terms set out below. This policy should be read together with our Terms of Service, Refund Policy, Shipping & Delivery Policy, and Privacy Policy.

1. Australian Consumer Law

Nothing in this policy limits or excludes any right or remedy you have under the Australian Consumer Law (ACL), Schedule 2 of the Competition and Consumer Act 2010 (Cth). Our products come with guarantees that cannot be excluded under the ACL. This policy operates alongside — and does not replace — your statutory rights.

2. The Subscribe & Save Program

2.1 Discount. Subscribers receive a 10% discount on the standard retail price of eligible dog toothpaste products at the time each order is processed. This discount applies to the product price only and does not apply to shipping charges.

2.2 Eligible Products. The Subscribe & Save discount applies to dog toothpaste products as designated on our website. We reserve the right to add or remove products from the program at any time, with reasonable notice to affected subscribers.

2.3 Acceptance of Terms. By selecting the Subscribe & Save option at checkout, you acknowledge that you have read and agree to this policy and consent to recurring automatic charges to your nominated payment method in accordance with your chosen subscription settings.

3. Subscription Settings & Management

3.1 Delivery Frequency. At the time of enrolment, you select your preferred delivery frequency, which may range from every 2 weeks to every 8 weeks.

3.2 Customer Portal. You may manage all aspects of your subscription through your online customer portal, including:

  • Product selection
  • Delivery frequency
  • Order quantity
  • Delivery address
  • Payment method
  • Skipping an upcoming order
  • Cancelling your subscription

3.3 Effective Date of Changes. Any changes made to your subscription settings will take effect on your next scheduled order cycle, provided the change is made before the 48-hour processing cut-off described in Section 5.

3.4 Account Accuracy. You are responsible for maintaining the accuracy of your account information, including your shipping address, payment method, and contact email. Arca Lab is not liable for failed deliveries, missed notifications, or failed payments resulting from outdated account information.

4. Pricing, Billing & Automatic Charges

4.1 Automatic Charges. By enrolling in a subscription, you authorise Arca Lab to automatically charge your nominated payment method on each scheduled order processing date. Charges are made in Australian dollars (AUD) inclusive of GST.

4.2 Price Changes. Subscription prices may change at our discretion. We will provide you with written notice by email at least

14 days before any price increase takes effect on your subscription. If you do not cancel before the new price takes effect, you will be deemed to have accepted the updated pricing.

4.3 Promotional Pricing. From time to time, introductory or promotional subscription pricing may be offered. Unless otherwise stated, promotional pricing applies to the first subscription cycle only. Subsequent cycles will be charged at the then-current subscription price.

4.4 Failed Payments. If a payment fails (for example, due to an expired card or insufficient funds), we will attempt to notify you by email. You must update your payment details promptly. We reserve the right to pause or cancel your subscription if a failed payment is not resolved within a reasonable time. Outstanding amounts remain due and payable.

4.5 GST. All prices are displayed in AUD inclusive of GST where applicable.

5. Order Processing, Notifications & Cut-Off Times

The following timeline applies to each subscription order cycle:

Event

Timing

Action Available

Upcoming order notification sent

4 days before processing

Modify, skip, or cancel your order

Change/cancellation deadline

48 hours before processing

Last opportunity to modify or cancel without charge

Order processing & payment

Scheduled cycle date

Payment charged automatically

Order dispatched

1–3 business days post-processing

Returns/refunds subject to Refund Policy


5.1 Upcoming Order Notification. We will send you an email notification 4 days before each scheduled order is processed. This notification will confirm the products, quantity, price, and estimated dispatch date.

5.2 Change & Cancellation Cut-Off. You have until 48 hours before your scheduled order processing time to make changes to or cancel an upcoming order through your customer portal. Changes or cancellation requests received after this cut-off cannot be applied to the current order cycle.

5.3 Post-Fulfilment. Once an order has been processed and dispatched, it is subject to our Refund Policy and your rights under the ACL. We cannot cancel or reverse an order once it has been fulfilled.

5.4 Transactional Notifications. Upcoming order notifications and order confirmations are sent to all subscription customers regardless of whether you have opted into our marketing newsletter. These are transactional communications and cannot be unsubscribed from while your subscription is active.

6. Cancellation

6.1 No Lock-In. There are no minimum subscription terms, lock-in contracts, or cancellation fees. You may cancel your subscription at any time.

6.2 How to Cancel. To cancel your subscription, log in to your customer portal and follow the cancellation steps. Alternatively, contact us at info@arcalab.com.au and we will process the cancellation on your behalf.

6.3 Cancellation Timing. Cancellations take effect from the next scheduled order cycle. To avoid being charged for an upcoming order, you must cancel at least 48 hours before the next scheduled processing date (see Section 5.2). Cancellations made after the 48-hour cut-off will take effect on the following cycle.

6.4 No Cancellation Fees. There are no fees for cancelling your subscription at any time.

6.5 Re-activation. You may re-activate a cancelled subscription at any time through your customer portal, subject to product availability and the pricing in effect at the time of re-activation.

7. Shipping

7.1 Shipping Costs. Shipping costs applicable to each subscription order will be clearly displayed at checkout and in your customer portal. The following rates apply:

  • Free standard shipping on orders of $50.00 AUD or more
  • $10.00 AUD flat rate for standard shipping on orders under $50.00
  • Express shipping is available at an additional cost, selectable through your customer portal

7.2 Shipping Policy. All subscription deliveries are subject to our Shipping & Delivery Policy. Estimated delivery timeframes are provided by Australia Post and are not guaranteed.

7.3 Address Changes. If you need to update your delivery address, you must do so in your customer portal before the 48-hour cut-off for your next order. We cannot redirect an order once it has been dispatched.

8. Product Availability & Substitutions

8.1 Availability. We endeavour to maintain stock of all subscribed products. If a product becomes temporarily or permanently unavailable, we will notify you by email as soon as practicable.

8.2 Substitutions. In the event of a product being unavailable, we may offer a substitute product of equivalent or greater value. You will be notified in advance and given the opportunity to accept the substitution, select an alternative, or skip/cancel the affected order cycle. We will not dispatch a substituted product without your prior consent.

8.3 Discontinuation. If a subscribed product is permanently discontinued, we will notify you and your subscription for that product will be automatically cancelled. No charges will be made following discontinuation.

9. Refunds & Returns

All subscription orders are subject to our Refund Policy and your rights under the ACL. To summarise:

  • If you receive a faulty, damaged, or incorrect product, you are entitled to a remedy under the ACL.
  • Change-of-mind returns on fulfilled subscription orders are subject to the same conditions as standard orders under our Refund Policy.
  • We do not offer refunds for orders that were processed because a cancellation or modification request was submitted after the 48-hour cut-off, except where required under the ACL.

10. Privacy

Personal information collected in connection with your subscription is handled in accordance with our Privacy Policy and the

Privacy Act 1988 (Cth). This includes your name, contact details, payment information, and purchase history. By enrolling in a subscription, you consent to the use of your personal information to manage your subscription, process orders, and send transactional communications.

11. Suspension or Termination by Arca Lab

11.1 Right to Suspend or Terminate. We reserve the right to suspend or terminate a subscription where:

  • Repeated payment failures occur and are not resolved within a reasonable time
  • We have reason to believe the subscription is being misused or used for fraudulent purposes
  • The subscribed product is discontinued or no longer available
  • We reasonably determine that continued supply is not viable

11.2 Notice. Where possible, we will provide reasonable written notice before suspending or terminating a subscription. Where an immediate suspension is necessary (for example, due to fraud), we will notify you as soon as practicable.

11.3 Refund on Termination. If we terminate your subscription without cause, we will refund any amounts paid for unfulfilled orders.

12. Changes to This Policy

We may update this policy at any time. Material changes will be communicated by email to active subscribers at least 14 days before taking effect. Your continued subscription after the effective date of a change constitutes acceptance of the updated policy.

13. Contact Us

For questions about your subscription or this policy, please contact our Customer Care team:

Arca Lab — Customer Care

Email: info@arcalab.com.au
ABN: 87 689 773 153
Website: www.arcalab.com.au

This Subscription & Cancellation Policy was last updated: 9 April 2026. This document does not constitute legal advice. Arca Lab recommends seeking independent legal advice to ensure this policy is appropriate for your specific subscription model and complies with all applicable obligations.