Refund Policy

1. Right to Cancel (Right of Withdrawal)

• Consumers (not businesses) have the right to cancel their subscription within 14 calendar days from the date the contract is concluded (e.g., the date of purchase or subscription activation).
• To exercise this right, the consumer must inform us via email at info@velonova.ai or through our online cancellation form [link if applicable].
• If the consumer starts using the service during the 14-day period, they may lose their right to cancel if the service is fully delivered (e.g., accessed or downloaded).

2. Refund Process

• If the consumer cancels within the 14-day period and has not used the service, we will issue a full refund within 14 days of receiving the cancellation notice.
• If the consumer has used the service during the cancellation period, we may deduct a proportionate amount for the time the service was used.
• Refunds will be issued using the same payment method as the original transaction.

3. No Right to Cancel

• The right to cancel does not apply if the consumer explicitly agrees to start using the service immediately and acknowledges losing their right to cancel (e.g., by clicking a checkbox during checkout).
• For customized or personalized SaaS solutions, the right to cancel may not apply.

4. Defective or Non-Conforming Services

• If the service is defective or not as described, the consumer has the right to a repair, replacement, or refund within 2 years of purchase (as per EU guarantee rules).
• We will address such issues promptly and may offer compensation or a refund if the service cannot be fixed.

5. Subscription Renewals and Termination

• For auto-renewing subscriptions, consumers must be clearly informed about the renewal terms and how to cancel before the renewal date.
• Consumers can terminate their subscription at any time, but refunds for unused periods are subject to our discretion unless required by law.

Key Legal Notes

• This policy applies to consumers (not businesses).
• It complies with EU Directive 2011/83/EU and the Digital Content Directive (2019/770).
• Ensure your checkout process includes a clear acknowledgment of the loss of the right to cancel if the service is used immediately.

14. Contact Information