1. Overview
Veluce is committed to providing a transparent and fair billing experience. This Refund Policy outlines the conditions under which you may be eligible for a refund or service credit for your Veluce subscription.
2. 7-Day Money-Back Guarantee
We offer a 7-day money-back guarantee for first-time purchases of our paid plans (Starter, Pro, Ultra, Team). You are eligible for a full refund if all of the following conditions are met:
- ›Your request is submitted within 7 calendar days of your initial purchase.
- ›You have consumed less than 20% of your allocated bandwidth quota for the billing period.
- ›Your account has not violated our Acceptable Use Policy (AUP).
- ›You have not previously requested a refund for any Veluce service.
3. Non-Refundable Items
The following scenarios are strictly non-refundable:
- ›Subscription Renewals: We do not provide refunds for automatic subscription renewals. It is your responsibility to cancel your subscription before the renewal date via the dashboard.
- ›AUP Violations: Accounts suspended or terminated for violating our terms (e.g., fraud, abuse) will not receive any refunds for unused time or bandwidth.
- ›Trial Plans: Free or heavily discounted trial periods are non-refundable.
- ›Enterprise Plans: Custom or Enterprise plans are subject to the specific terms outlined in their respective contracts.
4. AI Shield Guarantee Compensation
If your AI platform account is suspended due to an IP reputation issue caused by Veluce, you may be eligible for compensation under our AI Shield Guarantee (applicable to Pro, Ultra, and Team plans). Note that this guarantee provides service credits and potential cash-equivalent compensation for the lost AI subscription, but it is not a refund of your Veluce subscription fees. Please refer to Section 5 of our Terms of Service for full details and claim requirements.
5. Cancellations
You may cancel your Veluce subscription at any time through your dashboard. Cancellation prevents future automatic billing. You will retain access to the Service until the end of your current paid billing period. We do not offer prorated refunds for mid-cycle cancellations.
6. How to Request a Refund
To request a refund under the 7-Day Guarantee, please contact us at support@veluce.io using the email address associated with your Veluce account. Include your subscription ID and a brief reason for the request. Approved refunds will be processed back to the original payment method within 5-10 business days.