Cancellation & Refunds

Cancellations

• You may request cancellation before the order enters preparation.
• A request is not confirmed until ARK accepts it. Drinks can enter preparation shortly after payment.
• Once preparation begins, the order normally cannot be cancelled because ingredients and labour have already been committed.
• If ARK must cancel an order because an item is unavailable or the store cannot fulfill it, the applicable amount will be returned to the original payment method.

Room reservation cancellations

Room reservations are separate from drink orders. During prelaunch, a booking marked Square Sandbox is only a test: no real card charge or physical room reservation takes place. Public room reservations remain closed until ARK confirms service readiness.

• The default full-refund deadline is six hours before the reserved start, including the exact deadline. Check the Toronto-time deadline shown and accepted before you pay; it is saved with your booking even if future booking rules change.
• Cancel at or before your saved deadline to request a full refund of the room payment, including its tax, to the original payment method.
• After that deadline, you can cancel before the start only after accepting that no refund will be requested. A booking paid within its cancellation window is already outside the refundable period. ARK may grant an exception, and rights that cannot legally be excluded still apply.
• If ARK cancels the room reservation, the full room payment is refunded. Drinks bought separately follow the drink-order policy.
• An unpaid hold can be released without a refund because no payment was taken. A payment still being checked must be resolved before its time is released; do not make another payment merely because confirmation is delayed.
• A refund request is not a completed refund. Check the booking's refund status; Square confirmation and the time needed for your bank to display the credit are separate steps.
• Use My Bookings or your private booking-management link to cancel. Deleting your account does not cancel the booking. Contact ARK with your booking code if you need help; never send card details or your private management link.

Incorrect, missing, or defective items

Tell us promptly, preferably on the same day, if an item is missing, materially different from the paid order, spilled because of packaging failure, or not reasonably fit for consumption.

After reviewing the order, ARK may remake the affected item, issue an appropriate partial refund, or issue a full refund for the affected item. We may request a photo when it reasonably helps us understand the problem.

Preferences and customizations

Refunds are not normally provided because a correctly prepared drink does not match a customer’s personal taste. Please review the tea, sweetness, ice, size, toppings, caffeine information, and allergen information before payment.

Uncollected orders

Prepared orders that are not collected are normally non-refundable. ARK cannot guarantee quality after the recommended pickup time and may dispose of uncollected products at closing or when required for food safety.

How refunds are returned

Approved refunds are sent to the original payment method through Square. The time required for the credit to appear is controlled by Square, the card network, wallet provider, and your financial institution.

Lab Points earned on refunded value can be reversed. Points or coupons used on a refunded order will be restored when supported by the promotion rules and the reason for refund.

Legal rights

This policy does not limit rights or remedies that cannot be excluded under applicable law. ARK may make reasonable exceptions where fairness, safety, or the circumstances require it.