Legal
Refund Policy
This policy explains when amounts paid to us can be refunded. It sits alongside our Terms & Conditions.
Last updated 24 August 2026. This document is a working draft prepared alongside the website build. It has not been reviewed by a qualified lawyer. Have it checked before relying on it commercially.
Nature of the service
Our work is bespoke production: character design and content are made specifically for one client and cannot be resold. That shapes the policy below.
Setup fee
The one-time creation fee covers character design work that begins as soon as an engagement starts. Once that work has begun it is non-refundable. If you cancel before any design work has started, it is refundable in full.
Monthly retainers
Retainers are billed in advance. You may cancel at any time, effective at the end of the period already paid for.
- Cancel before any deliverable for the period has been produced: refund of the unused portion for that period.
- Cancel after production for the period has begun: the current period is not refundable; no further periods are billed.
If we cannot deliver
If we fail to deliver the agreed scope for a period and cannot remedy it within a reasonable time, you are entitled to a pro-rata refund for the undelivered portion.
Not covered
Refunds are not available for dissatisfaction with audience growth, engagement or other platform outcomes, since these are outside our control and are not guaranteed.
How to request
Email hello@auracleedge.com from the address associated with the engagement. We aim to acknowledge within 7 business days. Approved refunds are returned to the original payment method; timing depends on your bank and payment provider.