Refund Policy

Last updated: 29 October 2026

This Refund Policy applies to Aurora's consulting, bespoke automation and integration, AI process analyses, expressly commissioned fixed-price CapacityOS modules, and their monthly managed operations. It forms part of our Terms. Engagements are contracted through an individual written offer (see Terms §3); where your Offer states different refund terms, the Offer prevails.

1. Fixed-price Engagements

• The scope and fixed fee for an AI process analysis or expressly commissioned CapacityOS module are stated in the Offer. Work begins on the agreed start date.
• Before work begins: if you cancel before Aurora has started the agreed work, you may request a full refund of a prepaid fee within 14 days of payment.
• Once work has begun: the fee is non-refundable. If Aurora fails to perform part of the agreed in-scope work for reasons within Aurora's control, Aurora refunds the pro-rated portion corresponding to the unperformed work.
• CapacityOS modules may be structured in milestones. Delivered and accepted milestones remain payable; undelivered milestones are not owed or are refunded if prepaid. Acceptance and any walk-away points follow the Offer.
• The analysis fee is not credited against later implementation or managed operations.

2. Monthly CapacityOS Operations

• Managed-operations months are billed in advance. Once a month has begun, no refund is issued for that month.
• Cancellation and any minimum term follow the Offer. Where the Offer provides for monthly renewal, you may cancel in text form with effect from the end of the current monthly period.
• No refunds for unused days within a started period.

2a. Consulting and bespoke implementation

Fees, the billing basis, term and termination arrangements are governed by the individual proposal and applicable law. This policy's specific provisions on AI process assessments, CapacityOS modules and commenced operating months do not automatically apply to other consulting, automation or integration services. An ongoing operating-services contract requires express agreement. On termination, the account is settled based on the agreed services, documented work completed, and applicable contractual and statutory provisions. Advance payments are credited against amounts legally due; any remaining credit is refunded. Statutory rights concerning services not performed or performed defectively remain unaffected.

3. When We Will Always Refund

• Billing errors: a double charge or wrong amount is refunded in full — just tell us.
• Extended outage: if the contracted CapacityOS workflows were out of operation for more than 72 consecutive hours due to causes within Aurora's control, we issue a pro-rated credit or refund for the affected period on request.
• Unauthorized charges: if your payment method was charged without authorization, contact us immediately; we investigate and refund unauthorized charges.

4. EU/EEA Consumer Right of Withdrawal (Widerrufsrecht)

Aurora's services are directed at businesses. If, exceptionally, you contracted as a consumer in the EU/EEA, you have a 14-day right of withdrawal (§ 355 BGB). For paid services, an existing right of withdrawal does not expire merely because performance begins. Early expiry on full performance requires the prior consent and acknowledgments required by law. The applicable statutory conditions and the withdrawal information supplied before the contract is concluded govern.

To exercise a withdrawal, send an unambiguous declaration (email suffices) to info@helloaurora.ai within the 14-day period. We process resulting refunds within 14 days via the original payment method.

5. How to Request a Refund

6. Chargebacks

If you initiate a chargeback without first contacting us, we may suspend the affected services pending resolution. Please reach out directly first — billing issues are resolved quickly and fairly.

7. Changes to This Policy

We may update this Refund Policy from time to time. Material changes are communicated by email to active customers. The "Last updated" date above reflects the most recent revision.

8. Contact