Refund Policy

Last updated: 19 June 2026

This Refund Policy explains when you may be entitled to a refund for your Velluva subscription. It should be read alongside our Terms & Conditions.

1. Monthly subscriptions

Velluva is sold as a rolling monthly subscription billed in advance. You may cancel at any time from the billing portal. Cancellation stops your next renewal but does not, by default, refund the current billing period. You keep access until the end of the period you have paid for.

2. Free trial

Where a free trial is offered, you will not be charged during the trial. You can cancel any time before it ends to avoid being billed. No refund is due for a trial.

3. 14-day cooling-off period (digital content)

Velluva is a digital service. If you purchase a subscription as a consumer under the Consumer Contracts Regulations 2013, you have a right to cancel within 14 days of purchase. By starting to use the Service during this period, you agree that the right to cancel is lost once you begin to use the AI generation, SMS sending or other paid features. Where you have not yet used the Service in this way, you may request a full refund within 14 days by emailing billing@velluva.com.

4. Discretionary refunds

We may, at our discretion, refund all or part of a recent payment in the following circumstances:

  • A significant Service outage attributable to Velluva that prevented you from using the platform for an extended period.
  • A duplicate or accidental charge.
  • Fraudulent use of your payment method (subject to verification).

5. What is not refundable

  • Partial months where you simply stopped using the Service.
  • SMS sending costs already incurred via our provider (Twilio).
  • Fees for periods beyond the most recent billing cycle.
  • Charges where the account has been terminated for breach of our Terms.

6. How to request a refund

Email billing@velluva.com from the address on your account. Tell us your business name, the charge date and the reason. We aim to respond within 5 working days. Approved refunds are processed via Stripe to your original payment method within 5 to 10 working days.

7. Statutory rights

Nothing in this Policy affects your statutory rights as a consumer under UK law, including the Consumer Rights Act 2015.

8. Contact

Velluva Ltd, London, United Kingdom. Billing queries: billing@velluva.com.