Velvr — Refund Policy

Version: v1.0 (Beta) — effective 2026-05-27. Subject to update; see Section 11 (Modifications to This Policy).

Velvr Refund Policy

Effective Date: 2026-05-27 Last Updated: 2026-05-27

This Refund Policy governs cancellations, refunds, and credit handling for the Velvr Service operated by MAKOA LLC. It supplements the Velvr Terms of Service. For plans purchased through the Fanvue App Store, Fanvue acts as merchant-of-record — billing, tax, refunds, and chargebacks are administered through Fanvue, and this policy describes how Velvr handles them in conjunction with Fanvue's process. Off-Fanvue Enterprise plans are billed via Stripe and follow the Stripe-based mechanics noted below.

1. Subscription Refunds — Standard Policy

1.1. End-of-Cycle Cancellation. You may cancel your subscription at any time. Cancellation takes effect at the end of the current billing cycle. No refunds are issued for the unused portion of the current cycle by default. You retain full access to the Service through the end of the paid period.

1.2. No 30-Day Money-Back Guarantee. Velvr does not offer a blanket 30-day money-back guarantee. The free Discovery plan (described in Section 5) is the mechanism for risk-free evaluation.

1.3. Annual Subscriptions. Annual plans are not offered at launch. If introduced, annual subscriptions will be non-refundable for the unused portion, disclosed clearly at checkout.

2. Discretionary Refunds

The following circumstances may qualify for a discretionary refund, evaluated case-by-case by Velvr support (legal@velvr.app):

2.1. Service Outage Exceeding 24 Hours. If the Service is materially unavailable for more than 24 consecutive hours due to issues within Velvr's control, you may request a pro-rata refund for the affected period.

2.2. Demonstrable Bug Causing Wrongful Charge. If a Velvr software bug results in a charge that should not have occurred, the affected charge will be reversed.

2.3. Accidental Duplicate Charges. Duplicate charges due to processing errors will be refunded.

2.4. Material Misrepresentation by Velvr. If material features described at the time of subscription are not delivered (and not within the beta-development scope disclosed in the Terms), a discretionary refund may be granted.

3. Token Allowances

Token allowances fund AI-feature usage (Auto-Reply, Vision-Captioning, Composer) and are included in each subscription tier — they are not separately purchasable and have no standalone cash value.

3.1. No Separate Purchase or Refund. Because token allowances are bundled into the subscription, there is no separate token purchase to refund. Unused allowance does not roll over and is not refundable.

3.2. Cycle Reset and Forfeiture. Allowances reset at the start of each billing cycle. Upon downgrade, cancellation, or termination (including for AUP violation), any remaining allowance forfeits at the end of the current cycle.

4. Refund Process

4.1. Request. Email legal@velvr.app with: (a) your account email; (b) charge identifier or invoice number; (c) reason for refund request; (d) any supporting evidence (screenshots, error messages).

4.2. Response Time. Velvr will respond within 5 business days. Standard refunds are processed within 5–10 business days of approval.

4.3. Refund Method. For App Store plans, refunds are processed by Fanvue (merchant-of-record) to the original payment method per Fanvue's process. For Enterprise plans, refunds are processed via Stripe.

4.4. Currency. All refunds are in U.S. Dollars. Foreign currency conversion losses (if applicable) are not reimbursed.

5. Free Evaluation (Discovery Plan)

5.1. The Discovery plan (free, read-only) is the mechanism for risk-free evaluation of Velvr — there is no fixed-length paid trial. You can explore onboarding, persona setup, vault, and dashboards before subscribing to a paid tier.

5.2. Upgrading from Discovery to a paid tier is a standard subscription purchase via the Fanvue App Store; the standard refund policy applies from that point.

6. Chargeback Disputes

6.1. For App Store plans, payment disputes and chargebacks are handled by Fanvue as merchant-of-record. Please contact support@velvr.app before initiating a chargeback so we can resolve the issue or coordinate with Fanvue.

6.2. For Enterprise (Stripe-billed) plans, if you initiate a chargeback instead of contacting support, Velvr may provide documentation supporting the charge, suspend your account during review, and terminate for bad-faith conduct. Repeated chargeback abuse may result in permanent termination and reporting to applicable payment networks.

7. Tax Implications

7.1. For App Store plans, Fanvue (merchant-of-record) calculates, collects, and — on refund — adjusts any applicable sales tax or VAT at checkout based on the customer's location. Velvr does not separately collect tax on these plans.

7.2. For Enterprise (Stripe-billed) plans, applicable tax is handled via Stripe Tax and adjusted on refund per applicable law.

8. Plan Changes (Upgrade / Downgrade)

8.1. General. For App Store plans, upgrades and downgrades are performed through the Fanvue App Store and follow Fanvue's subscription-change mechanics. Velvr syncs your tier and token allowance promptly after Fanvue confirms the change.

8.2. Upgrade. Upgrades take effect immediately upon Fanvue confirmation; the larger token allowance and any added persona slots become available right away.

8.3. Downgrade. Downgrades take effect at the end of the current billing cycle; you retain higher-tier features until then. No pro-rata refund of the higher-tier portion.

9. Failed Payment Handling

9.1. Notification. For App Store plans, failed-payment retries and dunning are handled by Fanvue; Velvr surfaces an in-app payment-status banner when Fanvue reports a failed or lapsed subscription. For Enterprise plans, Velvr retries via Stripe and notifies you by email.

9.2. Service Suspension. If payment is not recovered, paid features are suspended. Read-only access to account data is retained for 30 days.

9.3. Hard Cap on Token Use. During a payment-failure or lapsed state, AI-feature usage is hard-capped to prevent further consumption.

10. Special Cases

10.1. Customer Death or Incapacity. Velvr will work with verified legal representatives to handle account closure and any applicable refunds.

10.2. Service Discontinuation by Velvr. If Velvr discontinues the Service or a material feature, customers will receive: (a) at least 30 days' notice; (b) pro-rata refund of any pre-paid period beyond the discontinuation date; (c) ability to export account data.

10.3. Force Majeure. Service interruptions due to force majeure events (acts of God, war, government action, etc.) do not qualify for refunds. Velvr will make commercially reasonable efforts to restore service.

11. Modifications to This Policy

Velvr may update this Refund Policy from time to time. Material changes (especially changes that reduce customer refund rights) will be communicated with at least 30 days' notice. Changes apply only to subscriptions initiated after the effective date.

12. Contact

Refund Requests: legal@velvr.app Billing Questions: hello@velvr.app

MAKOA LLC (operating Velvr) 3833 Powerline Rd, Suite 201 Fort Lauderdale, FL 33309 United States