VelvrRefund Policy
1. Overview
This Refund Policy explains how refunds work for Velvr subscriptions. Velvr subscriptions are purchased and billed through the Fanvue App Store. Velvr does not process payments directly for App Store subscriptions, so refunds for those payments are handled through Fanvue's payment infrastructure, subject to Fanvue's own payment and refund terms.
2. Subscriptions (Fanvue App Store)
- Free tier: the Discovery plan is free and read-only — no payment is taken, so nothing needs refunding. You can evaluate Velvr on Discovery for as long as you like before upgrading.
- Mid-cycle cancellation: you can cancel your subscription anytime through your Fanvue App Store subscription settings. The subscription remains active until the end of the current billing period. We do not pro-rate refunds for mid-cycle cancellations.
- Service-induced refund: if Velvr is materially unavailable for more than 72 consecutive hours due to a Velvr-caused issue (not third-party outages), we will work with you — and, where the payment ran through the Fanvue App Store, with Fanvue — to refund or credit the affected billing period upon request.
3. Token Pools
Monthly AI-token allocations are included in your subscription tier; unused monthly tokens do not roll over and are not refundable as such. Optional one-time Token Boost packs (billed through the Fanvue App Store) are handled separately: an unused pack — one whose tokens have not yet been consumed — is refundable on request within 24 hours of purchase; once a pack's tokens have been consumed (in whole or in part), the purchase is non-refundable. If a Velvr bug caused excessive token consumption (e.g., a runaway retry loop), we will credit the affected tokens back to your pool after review — contact us via Section 5. Refunds for Token Boost packs are processed through Fanvue as the merchant of record.
4. Chargebacks
We strongly prefer that you contact us first before initiating a payment dispute. Because App Store payments are processed by Fanvue, disputes filed with your payment provider may affect your Fanvue account standing under Fanvue's terms, and may result in suspension of your Velvr subscription pending resolution. Email hello@velvr.app — we typically respond within 24 hours and resolve most issues directly.
5. How to Request a Refund
- Email hello@velvr.app with the subject line "Refund Request — [your account email]".
- Describe the reason for the refund request.
- We respond within 2 business days. For Fanvue App Store payments, we coordinate approved refunds through Fanvue; timing then depends on Fanvue's payment processing and your payment method.
6. Enterprise Plans
Enterprise customers billed directly by Velvr (outside the Fanvue App Store) are covered by the refund terms in their individual order form or agreement. Where no such terms exist, Sections 2, 4, and 5 apply, with refunds processed to the original payment method.
7. Compliance with US Consumer Protection Law
This Refund Policy operates in addition to any rights you have under applicable US consumer protection law, including state laws in your state of residence. Nothing in this policy waives those statutory rights.
8. Changes
We may update this Refund Policy. Material changes are notified via email and in-app banner.