Refund Policy

Last updated: September 24, 2026

We want you to be able to try SubVela without risk. This policy sets out when you can get your money back, how to ask for it, and the cases where we cannot grant a refund.

Subscriptions — 14-Day Window

  • You can request a full refund of a subscription charge within 14 days of that charge. The window runs from the date of each charge, so it restarts on every renewal.
  • This applies to both your first subscription payment and later renewals.
  • Cancelling stops future charges. It does not by itself trigger a refund for a charge already made — for that, ask us within the 14-day window.
  • Cancelling is not a partial refund: you keep access until the end of the period you have already paid for, and we do not refund the unused part of that period unless the 14-day window above still applies.

Automatic Renewal

  • Automatic renewal is optional and off by default. You only get it if you tick the renewal option at checkout — otherwise your plan simply ends when the period runs out and nothing is charged again.
  • If you do turn it on, we charge your payment method at the start of each new period (monthly or yearly, depending on the plan) until you cancel. The price is the price shown at checkout for that plan.
  • You can turn renewal off at any time from your account page, and you will keep access until the end of the period you have already paid for. You can also turn it back on before that period ends if you change your mind.
  • We will tell you before we change the price of a renewal. If the price goes up, we let you know in advance so you can cancel before the new price applies.
  • Each renewal charge has its own 14-day refund window, counted from the date of that charge.

Point Packs and One-Off Purchases

  • A point pack can be refunded within 14 days of purchase, but only if none of its points have been used.
  • Once any point from a pack has been consumed, that pack is no longer refundable — the value has already been spent on processing.
  • Points granted for free (for example through the free tier, an invite reward or a promotion) have no cash value and cannot be refunded or exchanged.

Your Statutory Rights

  • If you are a consumer in the EEA or the UK, you also have a legal right to withdraw from an online purchase within 14 days, in addition to the policy above. To use it, tell us clearly within that period.
  • For digital content delivered immediately, that legal right can end once delivery has begun — but we ask for your agreement and tell you this before you buy, and nothing here removes a right you have under the consumer law of your country.
  • Where your statutory rights give you more than this policy does, we follow your statutory rights.

The Free Plan

  • The free plan costs nothing and has a quota that resets monthly. There is nothing to refund.

How to Request a Refund

  • Email support@subvela.ai from the email address registered to your account and, if you have it, the order number from your Paddle receipt.
  • Tell us briefly why you are asking. You do not need to give a detailed reason, but it helps us improve.
  • If the request is covered by this policy, we approve it and issue the refund through Paddle to the original payment method.

When We Cannot Refund

  • The 14-day window for that charge has already passed.
  • A point pack from which points have already been consumed.
  • Accounts terminated for violating our Copyright & Disclaimer statement — for example, using the tools to process material you had no right to use.
  • Cases where you have opened a chargeback or payment dispute instead of contacting us. Please talk to us first; a chargeback freezes the order and slows everything down.
  • A cancellation request that our payment provider cannot process because the next charge is already too close (for example, less than 30 minutes away). In that case, contact us and we will sort it out manually.

How Long a Refund Takes

  • Once we approve a refund, we submit it to Paddle promptly. Paddle returns the money to your original payment method.
  • A refunded subscription ends immediately, so please export anything you want to keep first.
  • Funds typically appear within 5–10 business days, but the final posting time depends on your bank or card issuer and is outside our control.
  • If more than 10 business days have passed since your refund was approved and nothing has arrived, contact us with your order number and we will chase it.

Failed or Abandoned Processing

  • If a task fails because of a fault on our side, the quota or points it consumed are returned to your account automatically — you do not need to ask.
  • If you believe a task failed and your quota was not returned, tell us the task and we will check the logs and restore it.

Contact

  • Refund and billing questions: support@subvela.ai.
  • If you cannot cancel a renewal from your account page — for example because the next charge is imminent or the page returns an error — email us and we will cancel it for you.
  • We aim to reply within 2 business days.