1. Overview
Aurra is a cloud-based school management platform offered on a subscription basis. Because we deliver software as a service — not a physical product — this policy covers refunds, cancellations, and service credits rather than traditional product returns.
If you have any questions before subscribing, please email admin@aurraos.com — we are happy to clarify.
2. Free Plan
Aurra's Free plan carries no subscription fee. There is nothing to refund.
- You can use the Free plan indefinitely at no cost.
- You can cancel (close your account) at any time by emailing admin@aurraos.com.
- No credit card is required to start on the Free plan.
- Upgrading to a paid plan at any time is your choice — we will never auto-upgrade you.
3. Monthly Subscriptions
Monthly subscriptions are billed at the start of each billing cycle.
| Situation | What happens |
|---|---|
| You cancel before your next billing date | No further charges. Your account stays active until the end of the current paid period. |
| You cancel after being charged for the current month | The current month's fee is non-refundable. You retain access until the period ends. |
| You were charged in error (duplicate charge, system error) | Full refund within 5 working days — contact us immediately. |
This is the same policy used by major SaaS platforms (Slack, Notion, Linear). You are never locked in — but fees for services already rendered are not returned.
4. Annual Subscriptions
Annual subscriptions offer a discounted rate in exchange for a 12-month commitment.
| When you cancel | Refund / Credit |
|---|---|
| Within 7 days of first payment | Full refund to original payment method within 7 working days. |
| After 7 days, before subscription ends | Pro-rated account credit for unused complete months. Credit can be used toward future Aurra subscriptions. |
| After subscription period ends | No refund. Subscription simply does not renew. |
To request an annual refund or credit, email admin@aurraos.com with your school name and registration email. We will process the request within 5 working days.
5. How to Cancel
Cancelling your Aurra subscription is straightforward — no forms, no call required.
Step 1 — Export your data first
Before cancelling, export your school's student records, fee history, attendance, and results from the Aurra dashboard. After account closure, data is retained for 30 days and then permanently deleted (see Section 7).
Step 2 — Send a cancellation email
Email admin@aurraos.com from the registered admin email address with:
- Subject: Account Cancellation — [Your School Name]
- Your school name and registered email
- Reason for cancellation (optional but helps us improve)
Step 3 — Confirmation
We will confirm your cancellation within 2 working days. If you are on a paid plan, you will receive a final billing summary confirming no further charges.
6. Service Credits (Outages)
Aurra aims for 99.5% monthly uptime. If we fall below this due to an issue on our side, paid subscribers are eligible for a service credit.
| Downtime in a calendar month | Credit issued |
|---|---|
| Less than 4 hours | No credit |
| 4 – 24 hours | 1 day credit on next invoice |
| More than 24 hours | 3 days credit on next invoice |
| Complete service loss for 3+ days | Prorated credit for affected days |
Credits apply to unplanned outages caused by Aurra's infrastructure. They do not apply to scheduled maintenance (announced 24 hours in advance), internet connectivity issues on your side, third-party service failures (e.g., Cloudinary, WhatsApp), or force majeure events.
To claim a credit, email admin@aurraos.com within 14 days of the outage. Credits are applied to the next billing cycle — they are not paid as cash.
7. Data After Cancellation
When your account is cancelled or closed, Aurra handles your data as follows:
| Data type | Retention after cancellation |
|---|---|
| All school records (students, fees, attendance, results) | Retained for 30 days — export window |
| Face / biometric samples | Deleted within 30 days of account closure |
| Uploaded documents and photos | Deleted within 30 days of account closure |
| Activity and security logs | Deleted within 90 days |
Full details of data handling are covered in our Privacy Policy (Section 8 — Data Retention).
8. Non-Refundable Cases
Refunds will not be issued in the following situations:
- The current month's fee on a monthly subscription (services already rendered).
- Annual subscription fees after the 7-day window has passed (credit issued instead).
- Accounts suspended or terminated due to violation of Aurra's Terms of Service.
- Accounts suspended due to fraudulent activity, abuse, or misuse of the platform.
- Failure to use the platform — unused access time is not refundable.
- Downtime caused by third-party services (internet provider, WhatsApp, Cloudinary) outside Aurra's control.
- Data loss caused by the school's own actions (accidental deletion of records).
- Requests made more than 30 days after the billing date in question.
If you believe your situation is exceptional and not covered above, email us at admin@aurraos.com. We review every request on a case-by-case basis.
9. Changes to This Policy
We may update this Refund & Cancellation Policy from time to time. When we make significant changes, we will notify school administrators by email at least 14 days before the changes take effect.
The "Last updated" date at the top of this page always reflects the current version. Continued use of Aurra after the effective date of a change constitutes acceptance of the updated policy.
If you disagree with a change, you may cancel your account before the effective date with no penalty (subject to the standard refund rules above).
10. Contact Us
For any questions about refunds, cancellations, or billing:
Please include your school name and registered email in all billing enquiries so we can locate your account quickly.