Refund / Cancellation Policy

Last updated: May 8, 2026

This Refund / Cancellation Policy applies to Aurisgen software, digital services, subscriptions and remote services unless a separate signed agreement, statement of work, enterprise order form or product-specific written policy states otherwise. This policy should be read together with the Terms of Service.

1. General principle

Aurisgen sells software, digital services and remote services. Because many offerings are delivered immediately, activated on demand or performed on schedule, refunds are not handled the same way as returns of physical goods. Once access, activation or performance begins, refund rights may be limited. Nothing in this policy removes rights that cannot be waived under applicable law.

2. Software, digital access and downloadable products

Unless a product page, written order or mandatory law states otherwise, purchases of software, downloadable products, license keys, SaaS access, subscriptions, digital activations and similar digital goods are generally non-refundable once delivery, activation, account provisioning or access has begun.

Aurisgen may still approve a refund, full or partial, in limited situations such as:

a duplicate charge or clear billing error;
Aurisgen failed to deliver the purchased access, key or service;
the product materially fails to perform substantially as described and Aurisgen does not cure the problem within a commercially reasonable time after notice;
a written money-back commitment was expressly offered for the specific product; or
applicable law requires a refund.

3. Subscription cancellation

You may cancel a subscription at any time before the next renewal date through the account area, by following cancellation instructions provided for the product, or by contacting Aurisgen at info@aurisgen.com. Cancellation stops future renewals. Unless required by law or stated in a written offer, cancellation does not entitle you to a prorated refund for the current billing period once that period has started.

If a subscription includes immediate digital access, that access may continue until the end of the paid period unless the product terms or account settings state otherwise.

4. Remote services

Remote services include onboarding, consulting, implementation, support, migration, troubleshooting, training and similar work performed by Aurisgen personnel. Unless a signed statement of work or service agreement says otherwise:

services may be rescheduled or canceled without charge if Aurisgen receives at least 2 business days’ notice before the scheduled start time;
if less notice is given, Aurisgen may charge for reserved time, preparation work already performed or non-recoverable scheduling costs;
once services have started, charges for time already worked, time reasonably committed, deliverables already produced or milestones already completed are generally non-refundable; and
if a prepaid service package has unused and unperformed hours remaining, Aurisgen may, at its discretion or where required by law, refund the unused portion after deducting work already performed and non-recoverable reserved time.

5. Customer cancellations caused by missing access or cooperation

If Aurisgen cannot perform services because required access, approvals, credentials, technical cooperation or customer-side information are missing, Aurisgen may reschedule the work and may charge for time reasonably reserved or spent preparing for the engagement.

6. Chargebacks and payment disputes

If you believe there has been a billing error, contact Aurisgen before initiating a chargeback so the issue can be reviewed quickly. Filing a chargeback does not automatically create refund entitlement where the charge was valid under the applicable order, these policies and the services actually delivered. Aurisgen may suspend access while a payment dispute is pending where reasonably necessary to protect against abuse or loss.

7. How to request a refund or cancellation review

Send refund or cancellation requests to info@aurisgen.com and include, at minimum:

the purchaser name and email address;
order number or invoice number;
the product or service involved;
the reason for the request; and
any information needed to verify the issue, such as screenshots, dates, error details or the scheduled service window.

Aurisgen may request additional information reasonably necessary to evaluate the request.

8. Timing of approved refunds

If a refund is approved, Aurisgen will generally issue it to the original payment method. Processing times depend on the payment provider and financial institution. Aurisgen is not responsible for delays caused solely by payment networks, card issuers or banks after the refund has been properly submitted.

9. Consumer rights and local law

If mandatory law in your jurisdiction gives you specific cancellation, refund or withdrawal rights that cannot be waived, this policy applies only to the extent consistent with those rights. Any express consent you give at checkout for immediate software access or early performance of remote services will be taken into account where applicable law permits.

10. Contact

Questions about this policy should be sent to info@aurisgen.com.