Refund Policy

Last updated: 11 June 2026

This Refund Policy applies to Aurora CapacityOS — the managed-service offering of Aurora AI Solutions Studio UG (haftungsbeschränkt) ("Aurora"), engaged as a 30-day CapacityOS Pilot followed by a monthly capacity retainer. Where relevant, it also covers historical charges from legacy products (VeritasX, AgentForge) that are no longer offered.

Billing not yet live: Aurora does not currently issue invoices or take payments; current engagements are pilot-request and waitlist only. This policy applies from the first paid engagement once billing is enabled.

Out of scope: This Refund Policy does not apply to Aurora's KI-Beratung product line (German consulting business under helloaurora.ai/consulting). For one-time downloadable products (e.g., Sector AI Act-Readiness Packs, AI-Sicherheits-Toolkit, AI Governance Framework Pack, DPIA-Vorlagenbibliothek, AI Vendor Risk Assessment Toolkit, Aurora Skills, Online courses) the applicable refund rules are set out in the AGB Digitale Produkte. Pursuant to § 356 Abs. 5 BGB, a digital download is delivered immediately on purchase and — provided the buyer has given the explicit consent and acknowledgement collected at checkout — the right of withdrawal expires at that moment; refunds for such downloadable purchases are therefore generally not available outside of statutory warranty claims (Mängelhaftung). For KI-Beratung consulting engagements (e.g., AI-Quickstart, AI-Strategie-Tag, AI-Sicherheits-Audit, POC-Sprint, AI-Implementierung, AI-Ops Retainer, AI-Sicherheits-Retainer, Regulatory Watch Service, Fractional CAIO) the applicable rules — including statutory warranty for werkvertragliche Werke, fixed-fee billing milestones, and retainer minimum-term obligations — are set out in the AGB Beratungsleistungen; refund eligibility for consulting engagements depends on the engagement stage and is governed by those AGB rather than this Refund Policy.

1. Managed-Service Engagements — No Refunds After Work Begins

Aurora CapacityOS is a managed digital service that begins on the agreed engagement start date. By entering a paid engagement, you consent to immediate service delivery and acknowledge that:

• The service begins as soon as the engagement starts (for a pilot: the agreed start date once the delegated-access checklist for the in-scope clients is complete).
• Pilot fee: non-refundable once pilot work has commenced. If you cancel before any work has started (before kickoff), you may request a full refund within 14 days of payment. If Aurora fails to perform the agreed in-scope work during the pilot period due to causes within Aurora's control, Aurora will refund the pro-rated portion of the fee corresponding to the unperformed work (see Terms §10.6).
• Monthly capacity retainer: once a retainer month has begun, no refunds are issued for that or any past month.
• Legacy VeritasX pay-as-you-go credits, where still redeemable, are non-refundable once purchased.

2. Ending an Engagement

You may end your engagement at any time. Upon termination:

• The service continues until the end of the current monthly retainer period (or, for a pilot, the end of the pilot period).
• Paid service ends at the close of that period. The account itself remains available for data export until deletion is requested.
• No partial refunds are issued for unused days within a retainer period.
• Your account data (content pieces, voice profiles, client health records, evidence logs, integration tokens, etc.) is retained for 30 days after account closure, then deleted. You may request immediate deletion at any time via the in-app settings or by emailing us. Delegated access granted by your clients can be revoked by them at any time via the granting platform.

3. EU/EEA Consumer Right of Withdrawal

If you are a consumer in the EU or EEA, you have a 14-day right of withdrawal under the Consumer Rights Directive (implemented in Germany as § 355 BGB).

However, pursuant to § 356(5) BGB, this right expires once the digital service has been fully provided or, for ongoing services, once performance has begun — provided you gave explicit prior consent and acknowledged the loss of your withdrawal right at checkout.

If you did not provide this consent and wish to exercise your right of withdrawal within 14 days of purchase, contact us at info@helloaurora.ai and we will process your refund within 14 days.

4. Exceptions — When We Will Issue Refunds

We believe in treating our customers fairly. We will consider refunds in the following cases:

• Billing errors: If you were charged incorrectly (e.g., double charge, wrong amount), contact us and we will issue a full refund for the erroneous charge.
• Extended outage: If the Services were unavailable for more than 72 consecutive hours due to an issue within our control, we will issue a prorated credit or refund for the affected period upon request.
• Unauthorized charges: If your account was compromised and unauthorized purchases were made, contact us immediately. We will investigate and refund unauthorized charges.

5. How to Request a Refund

6. Chargebacks

If you initiate a chargeback through your bank or credit card provider without first contacting us, we reserve the right to suspend your account pending resolution. We encourage you to reach out to us directly — we're committed to resolving billing issues quickly and fairly.

7. Changes to This Policy

We may update this Refund Policy from time to time. Material changes will be communicated via email to active customers. The "Last updated" date at the top reflects the most recent revision.

8. Contact

Change note (11 June 2026): Updated to reflect the consolidation of our offerings into Aurora CapacityOS.