Refund Policy

Last updated: 21 July 2026

This Refund Policy applies to Aurora CapacityOS — the managed service of Aurora AI Solutions Studio UG (haftungsbeschränkt) ("Aurora"). 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. Pilot Engagements

• The pilot fee and scope are stated in your Offer. The pilot 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 pilot fee within 14 days of payment.
• Once work has begun: the pilot fee is non-refundable. If Aurora fails to perform part of the agreed in-scope work during the pilot period for reasons within Aurora's control, Aurora refunds the pro-rated portion of the fee corresponding to the unperformed work.
• Where the Offer credits the pilot fee against a subsequent subscription, that crediting is defined in the Offer.

2. Monthly Subscriptions

• Subscription months are billed in advance via Stripe. Once a month has begun, no refund is issued for that month.
• You can cancel at any time in text form (email suffices) with effect from the end of the current monthly period (unless your Offer sets a different notice period). The workflows keep running until then.
• No refunds for unused days within a started period.

3. Project Engagements (Milestones)

• Project engagements are structured in milestones defined in the Offer. Each milestone is invoiced per the Offer's payment plan.
• If the engagement ends early under the Offer's terms, milestones already delivered and accepted remain payable; fees for milestones not yet delivered are not owed (or are refunded if prepaid).
• Milestone acceptance and any walk-away points follow the Offer.

4. 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 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.

5. 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 services, this right expires when the service has been fully performed — or, for ongoing services, once performance has begun — provided you gave explicit prior consent to the early start and acknowledged the loss of the withdrawal right (§ 356(4), (5) BGB).

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.

6. How to Request a Refund

7. 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.

8. 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.

9. Contact