Refund Policy
Effective: April 20, 2026 · 14-Day Satisfaction Guarantee
TL;DR — If we haven’t started working on your repair yet, you get a full refund within 14 days, no questions asked. If repair labor has already begun and the work is unsuccessful due to a fault on our side, you get a partial credit. Fees for work already delivered, and platform-side failures (Shopify/Google/etc.) are non-refundable.
1. 14-Day Full Refund Window
You may request a 100% refund of any one-off Repair fee or the first month of a subscription within 14 days of purchase, provided that:
- Repair work has not yet commenced (defined as: our technicians have not written, deployed, or pushed any code, content, or configuration to your systems); and
- No audit deliverable marked “final” has been released to you.
Audit-only engagements are refundable only if the Audit report has not been delivered.
2. Partial Credit When Repair Is Unsuccessful
If repair work has commenced and we are unable to resolve the specific items identified in your Audit due to a fault on our side (not a platform or third-party limitation), we will issue a pro-rated credit usable toward a future AUREM engagement. The credit is calculated against the unresolved line items and is valid for 12 months.
3. Client-Side & Platform-Side Failures Are Non-Refundable
Fees are not refundable when a Repair is blocked or reversed because of factors outside AUREM’s control, including but not limited to:
- Platform API deprecation or policy changes (Shopify, Google, Meta, Stripe, Twilio, Resend, etc.).
- Client-managed plugins, themes or scripts that overwrite our fixes after deployment.
- Access, credentials, or OAuth scopes withdrawn by the client mid-engagement.
- Content, branding, or product decisions that the client requested and later reverses.
- Events of force majeure (outages, legal orders, ISP issues).
4. Subscription Cancellation
You may cancel a monthly or annual subscription at any time. Cancellation takes effect at the end of the current billing period. Unused time on an annual subscription is not refunded, but you retain full access until the cycle ends.
5. Chargebacks
We ask that you reach out to us at ora@aurem.live before initiating a chargeback. Most disputes can be resolved amicably within 2 business days. Unjustified chargebacks may result in service suspension and a $25 CAD chargeback handling fee.
6. How to Request a Refund
Email ora@aurem.live with:
- The email on your AUREM account.
- The Stripe receipt number or invoice ID.
- A short note on why you’re requesting the refund.
We respond within 2 business days. Approved refunds are issued back to the original payment method within 5–10 business days.
7. Contact
Polaris Built Inc. · ora@aurem.live