Refund Policy
We want you to be clear and confident when using AURA Commerce. This policy explains when refunds may apply for platform-related payments, and how such requests are handled.
On this page
1. Overview
This Refund Policy outlines the circumstances under which AURA Commerce may issue refunds for wallet top-ups, platform-related charges, or other platform payments made directly to us. It applies only to fees paid to AURA Commerce and does not cover refunds for products or services sold by merchants to their customers.
2. Eligibility
- Refund eligibility depends on the nature of the payment, the usage status, and the circumstances of the request.
- Platform fees charged in accordance with the product billing model are generally non-refundable once validly incurred, except where required by law.
- If we are unable to deliver the described platform service due to our fault, we may review the case for a full or partial refund where appropriate.
- Unused wallet balance that has been paid by the merchant (excluding promotional, bonus, or admin-granted credits) may be eligible for refund upon request, subject to verification and applicable deductions.
Refunds apply only to payments made directly to AURA Commerce for platform usage (such as wallet top-ups or platform fees). They do not apply to customer payments made to merchants.
AURA Commerce does not process refunds for customer orders placed on merchant stores. Any refunds, cancellations, or disputes for products or services purchased from a merchant must be handled directly by the respective merchant under their own policies.
3. How to Request
To request a refund, email us at support@auracommerce.co.in with your registered phone number or email, the reason for the request, and any supporting details. We typically review and respond within 3–5 business days.
4. Processing & Timelines
Approved refunds are issued to the original eligible online payment method where feasible. Timelines depend on the payment provider, bank, or card issuer, but approved refunds are typically processed within 5–10 business days after approval.
5. Exceptions
- Misuse, policy violations, or fraudulent activity.
- Third-party charges, taxes, or external service costs paid on your behalf.
- Offline payments recorded through the platform but not collected by AURA Commerce, which must be handled directly between the merchant and their customer.
6. Contact
For refund-related queries or clarifications, contact us at support@auracommerce.co.in.