Refund Policy
Our Commitment
Velora is built for creators and communities who rely on predictable monetization. We maintain a clear and consistent refund policy so viewers understand what to expect, creators know their income is protected, and fraudulent activity can be addressed quickly.
All Purchases Are Final
Volts, channel subscriptions, gifted subscriptions, and any other digital items sold through Velora are non-refundable once a transaction is completed. Because these goods are delivered immediately and have direct monetary impact for a creator, we cannot reverse them after fulfillment unless otherwise required by applicable law.
Handling Unauthorized Charges
If you discover a payment on your account that you did not authorize, contact us within seven (7) days at support@velora.tv. We will investigate the charge, suspend any associated creator payouts, and take the appropriate action. Verified fraud or proven unauthorized use is eligible for reversal.
Chargebacks & Consequences
Filing a chargeback on a valid purchase is considered abusive and harms the creator you supported. Filing a false or frivolous payment dispute results in immediate permanent termination of your account and forfeiture of any remaining account balance. We also reserve the right to block the associated payment methods, e-mail addresses, and IP ranges from the Velora platform.
How to Resolve an Issue
- Email support@velora.tv with the payment receipt and the nature of the problem.
- For unauthorized activity, include any evidence (bank notifications, screenshots, device logs).
- Creators can reach out through their partner manager or the dashboard support link.
- We respond to most billing tickets within one business day.
European Union & United Kingdom Customers
If you are a consumer in the EU or UK, you normally have a 14-day right to cancel a digital purchase and receive a refund (the “cooling-off period”) under EU Directive 2011/83/EU and the UK Consumer Contracts Regulations 2013.
Digital content on Velora is delivered immediately and automatically. The moment your payment completes, your subscription benefits, Volts, or other digital items are activated on your account — delivery happens together with the charge. When you check out, you are asked to expressly consent to this immediate access and to acknowledge that, by doing so, you waive your 14-day right to cancel. This is permitted under Article 16(m) of Directive 2011/83/EU. Once you have given this consent at checkout and your payment is complete, the sale is final and non-refundable, the same as for all other customers.
This does not affect your statutory rights where a product is genuinely faulty or where a charge was unauthorized (see “Handling Unauthorized Charges”), nor your data-protection rights described in our Privacy Policy.
Need More Help?
For any questions about this policy or to report a billing issue, contact us at legal@velora.tv. Please include your Velora username, the transaction ID, and relevant details so we can assist you quickly.