Governance
Cancellation and Refunds
Delivery, renewal, cancellation and refunds, in summary
Issued 16 October 2026 · Version 3.2
This page summarises how an Aureneum subscription is delivered, how it renews, how to cancel it, and when a refund is given. It is a summary written for quick reading. The Terms of Service govern and prevail over anything stated here.
1. Delivery
What you buy is digital access to the Aureneum research library, read in Aquila, our client application. Nothing is shipped, and nothing is charged for delivery.
Once payment is confirmed, or for an institution once settlement is recorded, a person at Aureneum reviews the acceptance and issues credentials to each named reader within one working day. Access begins when the credentials are issued. If you are a consumer and have not asked for supply to begin at once, it begins after the 14 days described in section 5 instead.
2. How a subscription runs
A subscription is billed monthly in pounds sterling and renews monthly until it is cancelled. There is no minimum term beyond the current month unless a longer term has been agreed in writing.
3. How to cancel
| If you are | Cancel by |
|---|---|
| An individual subscriber | Writing to info@aureneum.com from the address on your account |
| An institution or research partner | Writing to info@aureneum.com from an authorised address, or as your agreement with us provides |
Cancellation takes effect at the end of the period you have already paid for. Your access continues to that point and is not cut short. We do not charge a cancellation fee.
4. If a renewal payment does not go through
We attempt collection no more than twice, normally on the next working day after the first attempt fails. If the second attempt also fails, access ends. We make no further attempt and raise no further charge.
Access ending this way is not a penalty and does not create a debt for the period you did not receive. You are welcome to apply again.
5. Refunds
Where we will refund
- Where we have charged you in error, or charged you twice, we refund in full without argument.
- Where we withdraw your access for a reason that is not your fault, we refund the unused part of the period you have paid for.
- Where the application has been substantially unavailable for a material part of a billing period, we refund a fair proportion of that period.
Where we will not refund
- For a period you have already had access to, simply because you did not read as much as you intended.
- Where we have ended your access because of a serious breach of the Terms of Service, such as sharing credentials or redistributing research.
Refunds are made to the original payment method within 14 days of us agreeing that one is due.
If you are a consumer, you have 14 days
If you subscribe as an individual and you are acting wholly or mainly outside your trade, business, craft or profession, you are a consumer, and you have a statutory right to cancel within 14 days of entering into the contract, without giving a reason.
Because access to the library is digital content, we ask you on the private purchase page to request that supply begins straight away and to acknowledge that doing so ends your 14 day cancellation right. That request is recorded with the time and the terms version. If you would rather keep the right, do not make the request, and your access will begin after the 14 days instead.
Nothing on this page affects any right the law gives you.
6. If you cancel after access has begun
| Situation | What happens |
|---|---|
| You are a consumer, you did not request immediate supply, and you cancel within 14 days | Full refund. Access had not begun, so nothing is owed for it. |
| You are a consumer, you requested immediate supply, and you cancel within 14 days | The statutory right was ended by your request, which is why we recorded it. The subscription is a monthly one, so you may still cancel at any time with effect from the end of the paid month, and access continues to that point. |
| Anyone, cancelling at any later time | Cancellation takes effect at the end of the period already paid for. No refund for that period, no charge for any later one. |
| We end your access, and it is not your fault | Refund of the unused part of the paid period, and your credentials are disabled on the day access ends. |
When access ends for any reason, credentials are disabled promptly and the records we keep are those set out in the Privacy Notice.
7. Questions and complaints
Billing questions go to finance@aureneum.com. If you are unhappy with how a cancellation or refund has been handled, write to legal@aureneum.com and we will look at it properly before you have to take it anywhere else.