Cancellation Policy

1. Overview

Customer-order cancellation and cancellation of the AURA Commerce platform service are different matters. The Merchant is the seller responsible for the goods or services purchased by its customers. AURA provides the digital commerce platform and may support order, cancellation, payment-status, and refund workflows without becoming the seller.

2. Customer Order Cancellation

If you are a customer seeking to cancel an order placed with a Merchant through AURA Commerce, the applicable Merchant is responsible for the underlying sale and for the cancellation, return, replacement, refund, and fulfilment obligations that apply under its policies and applicable law.

Whether an order can be cancelled may depend on the Merchant's applicable policy, the nature of the goods or services, the order's current status, whether fulfilment has begun or completed, and any mandatory rights available under applicable law.

AURA may provide technical order-rejection, cancellation, timeout, payment, and refund workflows where the platform supports them. Use of those workflows does not transfer the Merchant's substantive seller obligations to AURA.

Customers should normally contact the Merchant shown on the relevant storefront or order for a cancellation relating to a Merchant purchase. Where cancellation results in a refund, the refund is handled according to the applicable Merchant policy, payment method, implemented payment flow, and AURA's Refund Policy.

3. Platform Cancellation

A Merchant or other business user may discontinue use of AURA Commerce subject to the applicable commercial termination, notice, account-closure, and wind-down terms.

• Stopping use of the platform does not cancel or waive valid charges, liabilities, settlement items, or other obligations already incurred.
• Valid setup, fixed, usage-based, metered, or other charges incurred before the effective cancellation remain payable where applicable.
• Future usage-based charges cease when the relevant chargeable usage ceases. Any fixed, notice-period, minimum-commitment, or other continuing commercial obligation is governed by the applicable commercial agreement or schedule.

If you want assistance with platform cancellation or account closure, contact support@auracommerce.co.in.

4. Effect of Platform Cancellation

An account-closure or platform-cancellation request may require verification, settlement of outstanding commercial matters, preservation of records required by law or legitimate business purposes, and an appropriate transition or wind-down of platform access.

Cancellation of the Merchant's AURA Commerce service does not itself cancel customer orders, erase customer rights, or extinguish obligations arising from transactions completed or accepted before the effective cancellation.

5. Refunds After Cancellation

Cancelling the AURA Commerce platform service does not automatically create an entitlement to a platform-fee or billing-wallet refund.

Any eligible unused paid billing-wallet credit is reviewed separately under our Refund Policy, including whether the balance can be traced to an eligible original paid top-up after accounting for platform charges already consumed.

Customer-order refunds remain separate from AURA platform-billing refunds and follow the applicable Merchant, payment-method, payment-provider, and customer-order refund process.

6. Contact

For an AURA platform cancellation or account-closure question, contact support@auracommerce.co.in.

Customers seeking cancellation of a Merchant purchase should normally contact the applicable Merchant using the support information shown on its storefront or order. AURA consumer grievance contact details and the applicable grievance-redressal process are available on our Consumer Grievance Redressal page.