Refund Policy

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.
• Wallet top-ups are prepaid platform billing credits and are not ordinarily transferable or withdrawable. An unused balance arising from an eligible paid top-up may be reviewed for refund in limited circumstances, including account closure, duplicate or excess payment, or another approved exception. Any approved refund will be subject to verification of the original payment and charges already incurred. Promotional, seed, bonus, or administrative credits are not refundable.

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 or review of an eligible unused paid wallet balance, email us at support@auracommerce.co.in with your registered phone number or email, the payment or top-up details, the reason for the request, and any supporting information. We typically review and respond within 3–5 business days.

4. Processing & Timelines

Approved refunds are processed through an appropriate payment or refund method after verification of the original payment and applicable wallet activity. Processing timelines may depend on the payment provider, bank, or other payment channel involved.

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.