Refund and Cancellation Policy

Last updated: 5 November 2026

In short: you can cancel a credit pack within 14 days of buying it, as long as you have not used any of its credit. We then refund the full price to the original payment method.

1. Free plan

The Free plan costs nothing, so there is nothing to refund.

2. Your 14-day right to cancel

If you are a consumer (buying for personal, not business, use), the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 give you the right to cancel a credit pack within 14 days of buying it, without giving a reason. Credit packs are digital content that we make available straight away. We apply the same policy to everyone, including customers buying for business use.

3. Immediate access and when the right to cancel ends

Credit is available as soon as your payment succeeds. When you buy, you must confirm that you ask us to start providing the credit straight away and that you understand you lose your right to cancel a pack once you start using any of its credit. Using any part of the credit in a pack means we have started to provide it, so that pack can no longer be cancelled or refunded, except as set out in sections 6 and 7 below.

4. How your refund works

If you cancel within 14 days and have not used any of the credit in that pack, we refund the full price you paid. We do not make partial refunds for packs that have been partly used.

Example: you buy the $30 pack and do not use any of its credit. You cancel on day 5 and we refund the full $30. If you had used even a small part of the credit before cancelling, that pack could not be refunded.

If you have bought several packs, each pack is looked at separately and usage is applied to the oldest pack first. A newer pack you have not touched can still be refunded within its own 14 days.

5. How to cancel

Email info@velorafy.com from the email address of your Velorafy account within 14 days, saying which pack you want to cancel and when you bought it. You may use the form below, but you do not have to.

To Velorafy Ltd, 128 City Road, Islington, London, EC1V 2NX, United Kingdom, info@velorafy.com:
I hereby give notice that I cancel my contract for the credit pack ordered on [date].
Name: [your name]
Account email: [your email]
Date: [date]

We will confirm your request and refund you without undue delay and in any case within 14 days of receiving it. The refund goes to the payment method you used and we do not charge a fee. How quickly it shows in your account depends on your bank or card provider.

6. After 14 days and when credit expires

After 14 days we do not give refunds for a change of mind, although we may do so as a goodwill gesture. Each credit pack is valid for 12 months from the date of purchase. Credit that you have not used by the end of that period expires and is not refundable. We will always refund your unused credit if we end your account other than for your serious breach of our Terms, or if we stop providing the Service, or if you do not agree to a change to our Terms under section 15 of the Terms.

7. If something goes wrong

If credit was taken by mistake, a request failed but was charged, or the Service did not work as described, contact us. We will restore the credit or refund you, as appropriate. This does not affect your statutory rights under the Consumer Rights Act 2015, which are explained in our Terms.

8. What happens after a refund

Refunded credit is removed from your account. If you have no other credit, your account returns to the Free plan. Your conversations remain available.

9. Disputes with your bank

Please contact us before disputing a payment with your bank so we can sort it out quickly. If a payment is disputed, we may suspend the related credit while it is investigated and we will share the information needed with Stripe and the bank.

10. Currency

Refunds are made in US dollars. Your bank may apply its own exchange rate.