Refund policy

A first subscription starts with a free month, so most people never reach a payment they regret. If you do: write to us and we will refund it. The detail is below, and it is short on purpose.

If you are a consumer in the EU you normally have 14 days to withdraw from an online purchase.

• Starting with the free month (your first subscription): the free month is longer than the 14 days, so the withdrawal period ends before any money is taken. Cancel during the free month and nothing is charged, so there is nothing to refund.
• Subscribing again: the free month is once per account, so a second subscription is charged on the day it starts. If you change your mind within 14 days of that payment, write to us and we will refund it.

If a payment has been taken by mistake

We would rather you were not paying for something you are not using. If a payment has been taken and you did not mean it to be — you meant to cancel, you did not realise it renewed, it was taken twice — write to support@auralar.co and we will refund it. There is no form and no script to get through; a person reads it.

You can also ask Paddle directly. They are the seller of record for every Auralar subscription and they handle refunds on our behalf, so a request to either of us reaches the same place.

How long it takes

We answer within two working days. Once a refund is issued, Paddle returns it to the card or account it came from, which usually takes between three and ten working days depending on your bank — that part is out of our hands.

When we may say no

We may decline a refund where an account has been used to abuse the service, or for repeated requests from the same account. Nothing here affects your statutory rights.

Cancelling is not the same as a refund

Cancelling stops the next payment and leaves Premium switched on until the end of the period you have already paid for. If what you want is to stop paying, cancelling is usually all you need: Settings › Auralar Premium › Cancel.

Where this sits

This page is section 8 of the terms of sale, published on its own because it is the part people actually come looking for. The two are the same words — not two documents that have to be kept in step.

Questions about a specific payment: support@auralar.co.