1. Overview
At Aurelius Systems, we are committed to delivering high-quality custom business systems. We understand that circumstances may change, and we have established this refund policy to ensure a fair process for all parties.
2. Setup Fee Refunds
Our one-time setup fee of NT$32,000 (≈ US$1,000) per system is subject to the following refund terms:
- Before development begins: If you cancel before we begin the development process (typically within 48 hours of payment), you are eligible for a full refund of the setup fee.
- During development: If you cancel during the development phase, a partial refund may be issued based on the percentage of work completed. This will be assessed on a case-by-case basis.
- After delivery: Once the system has been delivered and deployed, the setup fee is non-refundable. This is because the development work has been fully completed and delivered.
3. Monthly Subscription Refunds
The monthly subscription fee of NT$4,000 (≈ US$125) is subject to the following terms:
- Current billing period: Subscription fees for the current billing period are non-refundable. Your service will continue until the end of the current billing cycle.
- Cancellation: You may cancel your subscription at any time with 30 days written notice. No further charges will be applied after the current billing period ends.
- Service issues: If our services experience significant downtime or performance issues that we are unable to resolve within a reasonable timeframe (5 business days), you may be eligible for a pro-rated refund for the affected period.
4. Enterprise Package Refunds
Refund terms for enterprise and custom packages are outlined in the individual service agreement signed with the client. Please refer to your specific contract for details, or contact us for clarification.
5. How to Request a Refund
To request a refund, please follow these steps:
- Contact us via email at business@aurelius-systems.com with the subject line "Refund Request".
- Include your company name, invoice number, and reason for the refund request.
- Our team will review your request and respond within 3 business days.
- If approved, refunds will be processed within 10 business days to the original payment method.
6. Payment Processing
All payments and refunds are processed through Paddle, our authorized payment processor. Refunds will be returned to the original payment method used for the transaction. Processing times may vary depending on your payment provider and financial institution.
7. Disputes
If you are not satisfied with the outcome of a refund request, please contact us to discuss the matter further. We are committed to resolving any disputes in a fair and timely manner. If we are unable to reach an agreement, the dispute resolution procedures outlined in our Terms of Service will apply.
8. Changes to This Policy
We reserve the right to modify this refund policy at any time. Changes will be communicated to existing clients at least 30 days before they take effect. The most current version of this policy will always be available on our website.
9. Contact Information
For any questions regarding this refund policy, please contact us:
- Email: business@aurelius-systems.com
- WeChat: SamSung