1. Introduction
At Aurora AI Inc. (“Aurora,” “we,” “us,” or “our”), we value transparency in our billing practices and strive to provide a predictable, fair experience for all customers. This Refund Policy explains how billing, user management, and refunds work across our products, including Aurora Hub and Aurora Slides.
This Policy should be read in conjunction with our Terms and Conditions and Privacy Policy. By using the Platform, you agree to this Policy.
2. Billing Structure
A. Monthly Subscription Billing
- Aurora operates on a month-to-month subscription model.
- Charges are based on the number of active users within an organization at the end of each billing cycle.
- Invoices are issued at the close of each cycle.
B. Adding Users Mid-Cycle
- Users added during a billing cycle are billed on a prorated basis from the date of activation.
- These prorated charges are reflected on the monthly invoice.
C. Removing Users Mid-Cycle
- Users removed during a billing cycle lose access to Aurora immediately.
- However, charges for the portion of the cycle they were active still apply and remain payable
D. Cancellations
- Subscription cancellations take effect immediately.
- No further charges will apply in future billing cycles, but fees already incurred for the current cycle remain payable.
3. Refund Policy
All fees and payments (including subscription fees and credit purchases) are non-refundable, except as required by applicable law or as expressly stated in this Policy.
Refunds are only available in the following limited cases:
A. Service Disruptions
- If technical issues within Aurora’s systems prevent material access to Aurora Hub or Aurora Slides for more than 48 consecutive hours, you may request a prorated refund or account credit.
- If technical issues within Aurora’s systems prevent material access to Aurora Hub or Aurora Slides for more than 48 consecutive hours, you may request a prorated refund or account credit.
- This excludes downtime caused by:
- Scheduled maintenance
- Failures of third-party providers
- Internet or device issues outside Aurora’s control
B. Billing Errors
- If you are incorrectly charged, you must notify us within 10 days of the billing date.
- Verified errors will be corrected by refund or account credit
C. Credit Purchases (Aurora Slides)
- Credits purchased for Aurora Slides are non-refundable except in cases of billing error.
- Expired or unused credits cannot be refunded.
4. Refund Request Process
To request a refund under this Policy, you must:
A. Service Disruptions
- Email team@hiaurora.ai within 10 days of the billing date.
- Provide your account details and a description of the issue.
- Allow up to 48 hours for Aurora’s team to review your request.
Refunds may take up to 10 business days to appear in your account, depending on your bank or payment provider.
5. Trials, Promotions, and Auto-Renewals
- Any free trial or promotional offer must be used within the stated timeframe.
- At the end of a trial, unless you cancel, your subscription may automatically convert into a paid plan as described in the Terms and Conditions.
- Charges for renewed or promotional subscriptions are non-refundable, except as required by law.
6. Policy Changes
Aurora AI Inc. reserves the right to amend this Refund Policy at any time. Updates will be communicated to Account Administrators and posted on our website. Continued use of the Platform after changes take effect constitutes acceptance of the updated Policy.
6. Policy Changes
For questions regarding this Refund Policy or to initiate a refund request, please contact: team@hiaurora.ai