Refund Policy

1. Subscriptions

You may cancel your subscription at any time from the customer portal or your account settings. Cancellation stops future renewal but does not refund the amount for the current, already-paid period — you keep full access to paid features until the end of the current period.

We do not offer automatic refunds for ordinary cancellation, except in the cases described in section 3 below (a proven technical fault on our part).

If you are a new subscriber exercising the 14-day right of withdrawal under section 2a of the Terms of Service, the rules described there (immediate start of service with your express consent, pro-rata amount owed on withdrawal before full performance) apply and take precedence over this section.

2. One-time credit packs (case packs)

When you purchase a one-time credit pack (e.g., "1 case" or "3 cases"), the same 14-day pro-rata principle applies: if you request withdrawal within 14 days of purchase and have not yet used any credit from the pack, we will refund the full amount. If you have already used part of the credits, we will deduct the value of the used portion and refund the remainder.

After the 14-day period has passed, purchased credits are non-refundable, except in the cases described in section 3 below.

3. Refunds for technical faults

If a payment was successfully processed but the service was not delivered due to a proven technical fault on our part (for example, the analysis was not generated due to a platform error), you are entitled to a full refund of the relevant amount.

In such cases, please contact us at office@velteranova.com with a description of the issue — we will review the case and respond within a reasonable time.

4. How to request a refund

Send a request to office@velteranova.com from the email address associated with your account, with a brief description of the reason.

Approved refunds are processed using the same payment method used for the original transaction (via Stripe), typically within a few business days of approval.

5. Alternative dispute resolution

If you disagree with a decision on a refund request, the applicable complaint and alternative dispute resolution mechanisms are described in section 7a of the Terms of Service.

6. Contact

office@velteranova.com