This Refund Policy (“Policy”) governs all subscription payments made by customers (“Customer,” “you,” “Gym,” “Gym Owner”) to Aureus Platforms Private Limited, CIN U62011KL2026PTC103690, having its registered office in Thiruvananthapuram, Kerala (“Aureus,” “Company,” “we,” “us”), for access to the Aureus gym management software-as-a-service platform, including the Rise, Forge, and Apex subscription plans (the “Service”).
This Policy forms an integral part of, and is to be read together with, the Aureus Terms of Service. By making payment for the Service, the Customer expressly agrees to the terms of this Policy.
1. Overview
Aureus offers a 30-Day Exit Guarantee on a Customer’s first paid subscription payment, as set out in Section 2. Outside that guarantee (and outside the error-correction cases in Section 5), subscription fees paid to Aureus are non-refundable, in full or in part. In particular, once the 30-day exit window has lapsed:
- non-use of the Service does not create a refund right;
- cancellation, downgrade, or discontinuation before the end of a billing period does not create a pro-rated or partial refund right;
- change of business circumstances, change of mind, or gym closure does not create a refund right for amounts already paid.
The Customer acknowledges that subscription fees are charged in advance for access to the Service for the relevant billing cycle, and that this advance payment model is a material basis on which Aureus prices and offers the Service.
2. 30-Day Exit Guarantee
2.1 Aureus provides a 30-Day Exit Guarantee on a Customer’s first-ever paid subscription payment for a new Aureus plan (Rise, Forge, or Apex). If the Customer is not satisfied with the Service, they may request a full refund of that specific first payment, provided that:
- the request is made in writing to aureusplatformspvtltd@gmail.com within 30 days of the original payment being successfully processed; and
- the request includes the gym name and the invoice / payment ID (or other payment reference) so Aureus can verify the charge.
2.2 The Customer may use the Service during the 30-day window for evaluation. The Exit Guarantee is intended so gyms can try Aureus with confidence and leave if it is not the right fit.
2.3 This Exit Guarantee applies only once per Customer entity (identified by GSTIN, PAN, or registered business name, whichever Aureus deems appropriate) and only to a Customer’s first subscription payment. It does not apply to:
- renewal payments (automatic or manual);
- upgrade or plan-change payments;
- any subsequent new subscription taken out after a prior cancellation or lapse;
- amounts paid more than 30 days before the refund request is received.
2.4 Where a refund is approved under this Section 2, Aureus will process it within 7–10 business days to the original payment method, via Cashfree Payments. Aureus reserves the right to deduct any payment gateway charges, transaction fees, or processing costs actually incurred, from the refunded amount.
2.5 Aureus may verify eligibility (payment date, first-payment status, and Customer identity) before approving a request. Verified requests that meet Section 2.1–2.3 will be honoured under this Exit Guarantee. Fraudulent, duplicate, or ineligible requests may be declined.
3. No refund for service issues within normal parameters
Outside the 30-Day Exit Guarantee in Section 2, the following do not entitle the Customer to a refund, credit, or fee waiver:
- temporary unavailability, slowness, or interruption of the Service for routine maintenance, updates, or reasons beyond Aureus’s reasonable control (including but not limited to internet/network failures, third-party service outages of Firebase, AWS, Cashfree, or other infrastructure providers, force majeure events);
- the Customer’s own failure to use, configure, or adopt the Service correctly;
- features that are on the product roadmap but not yet released, regardless of any representations made during sales conversations, demos, or marketing material, unless expressly guaranteed in a signed written agreement;
- data entry errors, configuration errors, or operational errors made by the Customer or its staff;
- dissatisfaction with results, outcomes, or business performance achieved (or not achieved) through use of the Service after the 30-day Exit Guarantee window has closed;
- suspension or termination of the Customer’s access due to breach of the Terms of Service, non-payment, or violation of Aureus policies — no refund of amounts already paid shall be made in such cases, and Aureus reserves the right to retain such amounts as applicable.
4. No liability beyond refund
To the maximum extent permitted under applicable law, Aureus’s maximum aggregate liability to the Customer arising out of or relating to any payment dispute, service failure, or this Policy shall not exceed the amount actually paid by the Customer for the then-current billing cycle, and in no event shall Aureus be liable for indirect, incidental, consequential, or special damages, including loss of business, loss of revenue, or loss of member data arising from Customer-side actions.
5. Erroneous and duplicate charges
In the event of a verifiable duplicate charge or a technical processing error that is conclusively attributable to Aureus’s payment systems (and not to bank/gateway-side delays, retries, or Customer error), Aureus will, upon verification, refund the duplicated or erroneous amount only. This is a correction of error, not a discretionary refund, and is not subject to the 30-day window in Section 2. Aureus’s determination of whether a charge qualifies under this Section is final.
6. Cancellation and the Exit Guarantee
The Customer may cancel auto-renewal of their subscription at any time through the account dashboard or by written request, in accordance with applicable RBI e-mandate / recurring payment regulations. Outside the 30-Day Exit Guarantee in Section 2, cancellation only stops future billing cycles; it does not entitle the Customer to a refund of any amount already paid for the current or prior billing cycle(s). The Service shall remain accessible for the remainder of the period already paid for. If cancellation is requested within the Exit Guarantee window and the Customer also requests a refund under Section 2, that first payment will be handled under the Exit Guarantee.
7. Chargebacks
Initiating a chargeback or payment dispute with the Customer’s bank or card network, instead of raising a request under this Policy, will be treated by Aureus as a material breach of the Terms of Service and may result in immediate suspension of the Customer’s account, in addition to any other remedies available to Aureus under law, including recovery of costs incurred in contesting an unwarranted chargeback. Eligible Exit Guarantee refunds should be requested under Section 2, not via chargeback.
8. Governing law and dispute resolution
This Policy is governed by the laws of India. Any dispute arising out of or in connection with this Policy shall be subject to the exclusive jurisdiction of the courts at Thiruvananthapuram, Kerala, or resolved through arbitration as specified in the Terms of Service, as Aureus may elect.
9. Changes to this policy
Aureus reserves the right to modify this Policy at any time. Changes will apply prospectively to payments made after the updated Policy is published; they will not retroactively apply to refund requests already submitted and pending review under the prior version.
10. Contact for Exit Guarantee / refund requests
All refund requests under Section 2 must be submitted in writing to:
Email: aureusplatformspvtltd@gmail.com
Subject line: Exit Guarantee / Refund Request – [Gym Name] – [Invoice/Payment ID]
Aureus will acknowledge receipt within 2 business days and respond with a decision within 7 business days of acknowledgment.
This Policy should be read together with the Aureus Terms of Service and Privacy Policy. In case of any conflict, the Terms of Service shall prevail, except with respect to refund-specific matters, where this Policy shall govern.
Questions about this policy / Contact us:
Email:
aureusplatformspvtltd@gmail.com
Phone:
+91 77366 49772