Refund Policy

We work transparently and collaboratively. If we fail to meet the agreed scope or deliverables through our own fault, we will make it right — through remediation or a fair refund.

Monthly subscription plans are billed in advance and are subject to the following terms:

• Cancellation within 24 hours of initial sign-up (before service delivery begins): Full refund issued upon request.
• Cancellation after service has commenced: Your plan remains active until the end of the current paid billing period. No pro-rated refunds are issued for the remaining days in that period.
• Cancellation of future billing: You may cancel at any time with 30 days' written notice. No charge is made after the final billing period ends.
• Annual plans: Where annual billing is available, a pro-rated refund for unused full months may be issued if we are unable to deliver contracted services.

Subscriptions may be cancelled by emailing contact@velarisconnect.com with "Cancellation Request" in the subject line.

For fixed-price or project-based engagements:

• Deposit (50%): Non-refundable once project work has commenced. Fully refundable if VelarisConnect cancels the project before work begins, or if we are unable to fulfil the agreed scope.
• Final payment (50%): Due upon delivery of final deliverables. Non-refundable once the client has accepted or approved the deliverables.
• Mid-project cancellation by client: Fees for work completed up to the cancellation date are non-refundable. Any deposit already paid will be applied against the cost of completed work.
• Revision rounds: Projects include agreed revision rounds. Additional rounds beyond the agreed scope are billable. Dissatisfaction after all included revision rounds have been exhausted does not constitute grounds for a refund.

Refunds may be approved in the following circumstances:

• VelarisConnect fails to deliver services within the agreed timeline through no fault of the client
• Delivered work materially and objectively differs from the agreed written scope
• Duplicate charge or billing error on our part
• Service was never commenced due to VelarisConnect's inability to deliver
• Service is terminated by VelarisConnect (other than for cause) before the paid period ends

Refunds are not issued for:

• Change of mind after work has commenced
• Subjective dissatisfaction after all agreed revision rounds have been used
• Delays caused by the client (late feedback, unresponsiveness, failure to provide access or required information)
• Third-party service disruptions outside VelarisConnect's control (ISP outages, cloud provider issues, hardware failures beyond our scope)
• Termination of service for cause (non-payment, policy violations, abusive behavior)

To request a refund, email us at contact@velarisconnect.com within 14 days of the issue arising with the following information:

• Your full name and the email address associated with your account
• The service or plan purchased and the date of purchase
• A clear description of the issue and the resolution you are seeking
• Any supporting documentation (e.g., agreed scope, screenshots)

We will acknowledge your request within 2 business days and aim to resolve it within 5 business days. Approved refunds are returned via the original Stripe payment method within 5–10 business days, depending on your card issuer.

If you are not satisfied with our refund decision, you may contact your card issuer to initiate a chargeback. However, we encourage you to contact us directly first — we are committed to fair resolution and prefer to resolve issues directly without involving third parties.

All disputes are governed by the laws of the State of New Mexico, as outlined in our Terms of Service.

Questions about this policy? Reach us at: