Velahub Refund Policy

• Pay-as-you-go (PAYG) top-ups: a full refund is available within 14 days of purchase only if zero credits have been consumed. Any API usage — even a single token — voids refund eligibility for the entire purchase. We do not offer partial refunds on the unused portion.
• Subscription plans: cancel anytime; your plan stays active until the end of the paid period and you won't be re-billed. We do not pro-rate refunds for partially-used periods, except where applicable consumer-protection law (e.g. EU/UK 14-day cooling-off) requires us to.
• Top-up codes / gift codes: non-refundable for cash once redeemed.
• How to request: email support@velahub.ai with your order ID. Approved refunds are returned to the original payment method via Lemon Squeezy, typically within 5–10 business days.

All Velahub payments are processed by Lemon Squeezy, our Merchant of Record. Lemon Squeezy is the entity that appears on your bank or card statement, and refunds are issued back through Lemon Squeezy to your original payment method. You can also contact Lemon Squeezy directly via the receipt email they sent you, though emailing us first is usually faster.

We approve refund requests in the following cases:

• Untouched PAYG purchase within 14 days. If zero credits have been consumed by API calls, we refund the full purchase amount to the original payment method. Once any credit has been consumed — even a fractional token — the purchase becomes non-refundable in full; partial refunds on the unused remainder are not offered.
• Accidental duplicate purchase. Email us with the order IDs and we'll refund the duplicates.
• Subscription within the cooling-off window required by applicable consumer-protection law (e.g. EU/UK Distance Selling: 14-day right of withdrawal, except where you have already begun using the digital service and acknowledged that withdrawal would be waived).
• Service unavailability not caused by upstream provider. If we cannot deliver the service for reasons within our control for a sustained period, we will refund the affected portion of any prepaid subscription pro-rata.
• Material misrepresentation. If our marketing materially misdescribed a feature or capability, we will refund the relevant purchase.

We do not refund:

• Consumed credits — once a token is processed by an upstream model, we have already paid upstream and the credit cannot be returned.
• Subscription periods after the cooling-off window, including unused token quota in the current period (quota does not carry over).
• Top-up codes / gift codes after redemption.
• Account suspensions due to Terms violations (Acceptable Use, abuse, fraud, chargeback abuse).
• Costs caused by upstream model providers changing prices, deprecating models, or temporarily failing. We may, at our discretion, issue credits or partial refunds in egregious cases.
• Tax / VAT / GST already remitted by Lemon Squeezy to the relevant authority. Where Lemon Squeezy can reverse the tax portion to us, we will pass that through; otherwise refunds are net of tax.

1. Email support@velahub.ai with the subject "Refund request".
2. Include: your account email, your order ID (from the Lemon Squeezy receipt), and a short reason for the request.
3. We aim to acknowledge within 1 business day and resolve within 5 business days. Refunds are issued by Lemon Squeezy to your original payment method; processing time at your bank typically adds 3–10 business days.
4. If a request is denied (e.g. outside the 14-day window, any credits consumed), we will explain why in writing. You retain any rights you may have under applicable consumer-protection law.

We prefer to resolve issues directly — please contact us before initiating a chargeback. Chargebacks initiated without contacting us first may result in account suspension while the dispute is reviewed. Approved refunds are always faster than chargebacks (5–10 business days vs 30–90 days), and we are happy to issue them when the request is in good faith.

Repeated refund-and-resignup patterns, refund requests after material consumption, or refund requests that don't match the use pattern recorded against your account may be denied. We reserve the right to refuse future purchases from accounts we determine to be abusing the refund process.

We may update this Refund Policy when our payment processor's policies change, when applicable consumer-protection law evolves, or as we learn more about which refund scenarios are common. Changes will be posted on this page and announced via in-product notice or email where material.

For refund questions:

• Email: support@velahub.ai
• Subject prefix recommended: "Refund request" — speeds routing
• Response time: 1 business day to acknowledge, 5 business days to resolve