Refund Policy
AuraGrade is a per-scan service. Most refunds are automatic — when our grading system fails, your credit is restored without you asking. This page explains every case and how to get help when something's not auto-handled.
Automatic refunds
We refund your credit automatically and immediately when: (a) the vision model returns an error, times out, or sends back a malformed response; (b) the grading service is misconfigured (e.g. API key missing in production); (c) the report cannot be persisted to your account due to a database issue. You do not need to email us in these cases — the credit is back in your balance within seconds.
Unused credits
Credits from one-time packs (single scan, 6-pack, 25-pack, 75-pack) never expire and can be refunded for up to 14 days from purchase if you have not used any of them. After 14 days or after a single scan is used from the pack, unused credits remain in your account but are non-refundable.
Used scans
A scan that produced a successful report (any composite score, including low grades or fatal-flaw verdicts) is non-refundable. The work was performed and the inspection report you received is the product you paid for. If you believe the report is materially inaccurate, see the disputes section below — we may issue a goodwill credit at our discretion.
Subscriptions
Cancellation: Pro Monthly and Pro Yearly can be cancelled anytime from Settings → Subscription. Cancellation stops future billing; you keep access (and any remaining credits) through the end of the paid period. Outside the EU/UK we do not prorate refunds for the unused portion of a billing period. EU/UK 14-day right of withdrawal: residents of the EU, the UK, Iceland, Liechtenstein, and Norway have a 14-day right to withdraw from any subscription purchase (Consumer Rights Directive 2011/83/EU Art. 9 and 14; UK Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 reg. 29). To exercise it, email support@auragrade.com within 14 days of your initial purchase, or use the model withdrawal form available on request. If you used zero scans in that period, you receive a full refund. If you used scans, we deduct an amount proportionate to the service supplied, calculated at the subscription's own per-scan rate — $0.80/scan for Pro Monthly ($19.99 ÷ 25) and $0.60/scan for Pro Yearly ($179.99 ÷ 300) — and refund the balance. This deduction applies only where you expressly asked us to begin the service within the 14-day period (which happens automatically when you make your first scan); if you made no scans, no deduction applies. Renewals after the first billing period are not subject to a fresh 14-day right.
Grade disputes
AuraGrade is a prediction service. We do not guarantee that our predicted grade matches what PSA, BGS, or any other authority will actually assign. A disagreement between our prediction and a real grader's verdict is not, by itself, grounds for a refund. If you believe a specific report contains a clear factual error (e.g. detecting a defect that demonstrably is not present in the image), email us with the report ID and we will review. We may issue a goodwill credit if the error is confirmed.
How to request a refund
Email support@auragrade.com with your account email, report ID (if applicable), and a brief description. We respond within 2 business days. For payment disputes, please contact us before initiating a chargeback — chargebacks lock your account from making further purchases and we want to resolve issues directly first.