1. The principle
The Velora subscription is sold to businesses and paid in advance, at the start of each period. A started period is due and is not refunded, except for an error on our side or a legal obligation.
The 14-day right of withdrawal of the French Consumer Code does not apply: it is reserved for consumers, and the service is sold to businesses only.
2. Cancellation
Cancellation takes effect at the end of the paid period. The service remains available until then. No pro rata refund is made for the remaining days or months.
Until the period ends, you can withdraw the cancellation from the console and keep your tenure and loyalty discount.
3. Removing seats
When you remove seats, the unused part of the period is calculated pro rata and becomes a credit. This credit is deducted automatically from your following invoices. It is not paid out in cash.
Exception: if TECH APP STUDIO ends the contract through no fault of yours, the remaining credit is refunded to you.
4. Adding seats and switching to yearly
Added seats are billed immediately, pro rata to the time left in the period. Switching from monthly to yearly is billed immediately for the year, minus the unused part of the current month. These amounts are calculated by Stripe and shown before you confirm.
5. Yearly plan
The yearly plan is paid in advance for twelve months, with 20 % off. If you cancel during the year, the service remains available until the end of the paid year, and the remaining months are not refunded: cancellation only stops the renewal.
Exception: if TECH APP STUDIO ends the contract through no fault of yours, or if the service is discontinued, the full unused months are refunded pro rata.
6. Billing errors
The following are refunded in full, to the payment method used:
- a double charge or duplicate payment;
- an amount billed that differs from the price shown at the time of the order;
- a payment taken after a cancellation took effect;
- any other billing error on our side.
For a SEPA Direct Debit, your bank may also agree to refund it under the SEPA rules. Please write to us first: a disputed debit is treated as non-payment and may suspend access.
7. Service interruption
In the event of a long interruption of the service caused by us, we may grant a credit note, case by case. Write to us with the dates concerned.
8. Making a request
Write to support@velora-hq.com from the account owner's address, with the agency name, the invoice number concerned and the reason for the request. For a billing error, please write within 12 months of the payment.
9. Timeframes
We answer within 5 business days. An accepted refund is issued within 10 business days, to the original payment method, with a credit note that includes the VAT invoiced. Your bank may then take 5 to 10 business days to show it.