Auravia Back

Refund Policy

Effective date: 2026-05-11

1. Summary

Most purchases on Auravia are digital content delivered immediately. You expressly request immediate access when you complete the unlock or subscription, and you acknowledge that, by doing so, you waive any statutory right of withdrawal that would otherwise apply to digital content under EU/UK consumer law. We nevertheless offer refunds in the situations described below.

2. When we will refund

We will refund a purchase if any of the following applies and you contact support@fanclave.io within the stated window:

  • Technical failure (14 days). The unlock did not deliver, the content is corrupt, or the video/image cannot be played back through reasonable effort. We may first offer to redeliver the content or grant equivalent credit.
  • Duplicate charge (60 days). You were charged twice for the same item due to a billing error.
  • Unauthorized charge (180 days). Your payment method was used without your authorisation. We will require basic verification before refunding.
  • Content removed by us (no time limit). If we permanently remove content you paid for because the Creator violated our policies, we will refund the unconsumed portion (pro-rata for active subscriptions).
  • Consumer-law right of withdrawal where it applies (14 days). If you are in the EU/UK and you did not expressly request immediate delivery and waive your withdrawal right, you may cancel within 14 days for any reason. Subscriptions cancelled in this window are refunded for the unused balance; one-off content unlocks are refunded if you did not begin consuming them.

3. Gems (prepaid credits)

You can top up Gems, our prepaid on-platform credit (1 Gem = €0.10 base value, volume bonuses as displayed at purchase), and use them to unlock content. The following is disclosed before every Gem purchase and applies to all Gem top-ups:

  • Gems never expire. Your balance remains available indefinitely.
  • Gems are not refundable and cannot be exchanged back into money, transferred to another account, or moved between creators' storefronts. This does not affect the refund rights in Section 2 for the top-up payment itself in case of technical failure, duplicate or unauthorized charges — in those cases the money payment is refunded and the corresponding Gems are removed from the balance.
  • Content unlocked with Gems follows the same rules as other digital-content purchases (Section 2).

4. When we will not refund

  • Change of mind after you have viewed, downloaded, or otherwise consumed digital content delivered immediately.
  • Buyer's remorse after a subscription has renewed where renewal terms were clearly disclosed at sign-up.
  • Items purchased more than the windows stated in Section 2 above.
  • Gem balances (see Section 3) and purchases made with non-refundable in-app currency (e.g. Telegram Stars after consumption) where the underlying payment partner does not support refunds.
  • Accounts terminated for breach of our Acceptable Use Policy or for fraud, chargeback abuse, or sanctions issues.

5. How to request a refund

  1. Email support@fanclave.io from the address on your account.
  2. Include the transaction date, the amount, the content title or subscription, and a short description of the issue.
  3. We will respond within 5 business days. If a refund is approved we will issue it to the original payment method within 10 business days. The time it then takes to appear on your statement depends on your card issuer or wallet.

6. Chargebacks and payment disputes

Please contact us first — most issues can be resolved more quickly than a chargeback. Initiating a chargeback without first contacting support may result in immediate suspension of your account while the dispute is investigated. Fraudulent or abusive chargeback patterns will be reported to our payment processors, which can affect your ability to make future purchases on other platforms in their networks.

7. Subscriptions

Subscriptions renew automatically at the cadence shown at purchase until you cancel them in your account settings. Cancelling stops the next renewal but does not refund the current period; you keep access until the period ends. Annual subscriptions are not refunded after the first 14 days except as required by law.

8. Currency and fees

Refunds are issued in the currency in which you were charged. We do not reimburse currency-conversion fees imposed by your card issuer or wallet. Where a refund crosses currency boundaries the amount returned to your account may differ slightly from the amount originally charged, due to exchange-rate movement during the refund period.

9. Contact

Refund requests and questions: support@fanclave.io.