1. Introduction

At Aurora, we prioritize transparency in our billing practices and strive to deliver a smooth, predictable experience for our clients. Please review our policy for detailed information on billing, refunds, and user management.

2. Monthly Billing Structure

• Billing Cycle: Aurora operates on a month-to-month subscription model, with charges based on the number of active users within an organization. Invoices are issued at the end of each monthly billing cycle.
• Adding Users Mid-Cycle: Users added during the month are billed on a prorated basis based on the date they joined. The total user count at the end of the cycle reflects any additions, with prorated charges included in the monthly invoice.

3. Refund Policy

To maintain consistency and simplicity in billing, refunds are limited to specific circumstances. Please review the eligible cases and refund request process below:

• 10-Day Refund Request Window: Clients may request a refund within 10 days of the billing date for the following cases only:
• Service Disruptions: If technical issues within Aurora prevent core functionality for over 48 hours, an account credit or prorated refund may be granted upon request.
• Billing Errors: If there are billing errors, such as incorrect charges, clients must contact us within the 10-day period to resolve the issue.

4. User Management and Cancellations

• Removing Users Mid-Cycle: Users removed during the billing cycle will lose access to Aurora immediately. However, prorated charges for the period they were active in that billing cycle still apply and will be included in the monthly invoice.
• Cancellation Effective Dates: Cancellations and reductions in user count take effect immediately upon deactivation. Billing adjustments apply to the next cycle, with no additional charges applied for removed users in future cycles.

5. How to Request a Refund

To initiate a refund request, please:

1. Email our Support Team at support@hiaurora.ai within the 10-day period
2. Provide account details and the reason for the request.
3. Allow up to 48 hours for our team to process your request.

6. Policy Changes

Aurora reserves the right to modify this policy as needed. Any updates will be communicated to account administrators and available on our website.
This policy ensures transparency and provides clear guidelines for clients while keeping billing straightforward and protective for Aurora.