VelvrRefund Policy
1. Overview
This Refund Policy explains when Velvr will refund subscription payments and token top-up purchases. All refunds are processed through Stripe to the original payment method.
2. Subscriptions
- Trial period: if Velvr offers a trial, no payment is taken during trial; you may cancel anytime before the trial ends without charge.
- Mid-cycle cancellation: you can cancel anytime via Settings → Billing. The subscription remains active until the end of the current billing period. We do not pro-rate refunds for mid-cycle cancellations.
- Service-induced refund: if Velvr is materially unavailable for more than 72 consecutive hours due to a Velvr-caused issue (not third-party outages), we will refund the affected billing period upon request.
3. Token Top-Ups
- Token packages are generally non-refundable once tokens have been added to your account, as they consume real third-party API costs (Grok inference).
- Exception: if you purchased tokens by mistake within 24 hours of purchase and have not yet consumed any of them, we will refund the purchase upon request.
- Bug-induced waste: if a Velvr bug caused excessive token consumption (e.g., infinite retry loop), we will credit the affected tokens back to your account after review.
4. Chargebacks
We strongly prefer that you contact us first before filing a chargeback. Chargebacks may result in account suspension pending resolution due to Stripe's policies. Email hello@velvr.app— we typically respond within 24 hours and resolve most issues directly.
5. How to Request a Refund
- Email hello@velvr.app with the subject line "Refund Request — [your account email]".
- Describe the reason for the refund request.
- We respond within 2 business days. Approved refunds are processed within 5-10 business days via Stripe.
6. Compliance with US Consumer Protection Law
This Refund Policy operates in addition to any rights you have under applicable US consumer protection law, including state laws in your state of residence. Nothing in this policy waives those statutory rights.
7. Changes
We may update this Refund Policy. Material changes are notified via email and in-app banner.