Refund Policy

Last Updated: June 2026

1. Prepaid Wallet Model

Velona operates on a prepaid, usage-based billing model. Users add credits to their wallet in advance and these credits are consumed as API calls are made. There are no subscriptions, recurring charges, or automatic renewals.

Because credits are consumed in real time as you use the Service, all wallet top-ups are generally considered final once processed.

2. No Refunds, General Rule

All payments made to top up your Velona wallet are non-refundable once the transaction is successfully processed, except in the specific circumstances described in Section 3 below.

This includes:

• Credits that have been partially or fully consumed through API usage.
• Credits that remain unused at the time of an account closure request.
• Top-ups made during promotional or discounted periods.
• Credits added via any payment method including UPI, debit card, credit card, or net banking.

3. Exceptions, When Refunds May Be Considered

Refunds may be considered at Velona's sole discretion in the following limited circumstances:

• Duplicate payment: If you were charged more than once for the same top-up transaction due to a technical error.
• Payment gateway error: If your payment was debited from your bank/card but credits were not added to your Velona wallet due to a confirmed technical failure on our end.
• Service unavailability: If Velona experiences a significant, documented outage that prevented you from using your credits during the validity period, and the issue was solely attributable to Velona's infrastructure.

Refund requests must be raised within 7 days of the transaction date. Requests submitted after this window will not be considered.

4. How to Request a Refund

If you believe you qualify for a refund under Section 3, please contact us with the following information:

• Your registered email address.
• The transaction date and approximate amount.
• Your Razorpay or payment gateway transaction/order ID (if available).
• A clear description of the issue.

You can reach us via the Contact Us link on our website. We aim to respond to all refund requests within 5–7 business days.

5. Refund Processing

Approved refunds will be processed to the original payment method used at the time of the transaction. Processing times depend on your bank or payment provider:

• UPI: typically 1–3 business days.
• Debit / Credit Card: typically 5–10 business days.
• Net Banking: typically 3–7 business days.

Velona is not responsible for delays caused by banks, payment processors, or financial institutions once the refund has been initiated on our end.

6. Account Closure and Unused Credits

If you voluntarily close your Velona account, any unused wallet credits at the time of closure will be forfeited and are not eligible for a refund. We recommend consuming your credits or contacting support before closing your account if you have a significant remaining balance.

7. Chargebacks

Initiating a chargeback or payment dispute with your bank without first contacting Velona support may result in immediate suspension of your account and any associated API keys pending resolution of the dispute.

We encourage you to contact us directly. Most issues can be resolved quickly without involving your bank.

8. Changes to This Policy

Velona reserves the right to modify this Refund Policy at any time. Updated versions will be posted on this page with a revised "Last Updated" date. Continued use of the Service after changes become effective constitutes acceptance of the revised policy.

9. Contact

For refund requests or billing questions, please contact us through the support channels listed on the Velona website. We are committed to resolving all billing concerns fairly and promptly.