Important: purchases processed through Paddle are also governed by Paddle’s Buyer Terms, Refund Policy and mandatory consumer law. Where those rules give you stronger rights, those rights prevail.
1. Subscription purchases
Velioo is a digital subscription service. Except where required by applicable law, Paddle’s policies or an express written offer, subscription charges are generally non-refundable once the relevant service period has begun.
2. Paddle handles payment refunds
Where your Velioo purchase is processed by Paddle, Paddle is the Merchant of Record. Eligible refunds, withdrawals and payment-related support are processed by Paddle. You may request assistance through Paddle’s buyer support tools or through Velioo support.
3. Consumer withdrawal rights
Consumers in some jurisdictions may have statutory withdrawal or cancellation rights. For eligible EU/EEA consumers, Paddle provides a withdrawal process during the applicable 14-day period. Mandatory local consumer rights are not limited by this Policy.
4. Renewal charges
Velioo subscriptions renew automatically unless cancelled before the renewal date. If you no longer want the Service, cancel the subscription before the next billing date.
A refund request relating to a recent renewal may be considered under Paddle’s applicable refund rules and local law. Approval is not guaranteed unless a refund right is legally required.
5. Service problems
If you believe the Service was materially unavailable, not provided as described, or affected by a billing error, contact support with the account email, transaction reference and a description of the issue. We will review the case and, where appropriate, coordinate with Paddle.
6. Plan changes and unused time
Unless otherwise stated during a plan change, unused subscription time, unused traffic allowance, unused domain capacity or unused account features do not automatically create a cash-refund entitlement.
7. Abuse and fraud
Refunds may be refused where there is evidence of fraud, refund abuse, chargeback abuse, manipulation or a serious breach of the Terms of Service, subject always to mandatory consumer rights.
8. Effect of a refund
If a full refund is issued for a subscription period, access to the paid Velioo plan may be terminated or downgraded. Associated limits and premium functionality may stop immediately or as otherwise communicated in the refund confirmation.
9. How to request a refund
For purchases handled by Paddle, use the “Manage subscription” or “Manage transaction” link in your Paddle transaction email or visit Paddle’s buyer-support portal. You may also contact Velioo support and provide your transaction reference.
10. Contact
For product-related questions, use the official Velioo support contact published on velioo.com. For payment and eligible refund requests processed by Paddle, you can also use Paddle Buyer Support.