Refund Policy
Last updated: 6 September 2026
This Refund Policy explains how refunds work for one-off, lifetime-access plan purchases on the Velquro platform, available at https://velquro.co.uk (the "Service"), provided by Velquro ("Velquro", "we", "us", "our"). This Policy forms part of, and should be read alongside, our Terms and Conditions. By purchasing a plan on Velquro, you agree to this Policy.
1. Overview
This Refund and Cancellation Policy ("Policy") explains how refunds and cancellations work in connection with purchases of the Velquro platform ("Velquro," "we," "us," or "our"). It should be read alongside our Terms and Conditions and our Privacy Policy, which together with this Policy govern your use of the Service.
Velquro provides web-based business management software combining customer relationship management (CRM), project management, HR administration, and financial record-keeping tools within a single online dashboard. Access to the platform is provided through a one-off payment, with the specific features and usage limits available to a customer determined by the package selected at checkout. Because access is granted through a one-off payment rather than a recurring subscription, this Policy is structured around two related but distinct topics: (a) requesting a refund of a one-off purchase, principally through our 14-day money-back guarantee, and (b) how "cancellation" works for a product that does not bill on a recurring basis.
We have written this Policy in plain language wherever possible, and have tried to be specific about timeframes, processes, and any circumstances in which a refund request may not be accepted, so that customers know exactly what to expect before they buy and if they ever need to request a refund.
We also want to be upfront about why we've structured our refund approach the way we have. Because Velquro is sold as a one-off purchase rather than a monthly subscription, we don't have the built-in safety valve that subscription businesses have, where a dissatisfied customer can simply cancel next month's payment and walk away having lost very little. A one-off payment model puts more weight on getting the initial trial period right, which is why we've built a genuine, no-quibble 14-day guarantee into the purchase itself, rather than leaving refunds to be handled informally or on a purely discretionary basis. Our goal is for this Policy to give you as much clarity and confidence at the point of purchase as a monthly subscription would, while still reflecting the practical reality of how a one-off software purchase works.
2. Our 14-Day Money-Back Guarantee
Velquro offers a 14-day money-back guarantee on eligible purchases. This means that if you are not satisfied with the Service after purchasing a package, you may request a full refund of your one-off payment, provided you submit your request within fourteen (14) calendar days of the date your purchase was completed (the "Guarantee Period").
The purpose of this guarantee is to give you a genuine opportunity to explore the platform, set up your account, add your own customer, project, HR, and financial data, and judge for yourself whether Velquro is the right fit for your business, with the reassurance that a refund is available during that initial window if it turns out not to be.
The Guarantee Period begins on the date and time your payment is successfully processed through Stripe, and runs for fourteen (14) full calendar days from that point, regardless of how much or how little you have used the Service during that time. Refund requests received after the Guarantee Period has ended will not be eligible under this guarantee, although you may still refer to Section 6 (Requests Outside the Guarantee Period) below.
There is no requirement to justify your decision in detail; a simple statement that the Service did not meet your needs is sufficient to submit a request. However, we may ask you a small number of questions as part of processing your request, both to help us verify the purchase and, where you're willing to share it, to help us understand and improve the product.
3. What the Guarantee Covers
The 14-day money-back guarantee applies to the initial one-off payment made to purchase a Velquro package, provided the request is submitted within the Guarantee Period described in Section 2. Where a package includes multiple components bundled into a single checkout price, the guarantee applies to that bundled purchase as a whole.
Where a customer purchases an upgrade to a higher-tier package after their original purchase, the upgrade payment is treated as a new, separate one-off purchase for the purposes of this Policy, and carries its own independent 14-day Guarantee Period measured from the date the upgrade payment is processed. This means that if you upgrade your package on day 20 of owning your account, you have a fresh 14 days from the date of that upgrade to decide whether the upgrade was worth it, even though the Guarantee Period for your original purchase has already closed.
Any optional add-ons, supplementary services, or features that are expressly described as recurring or subscription-based at the time of purchase (rather than one-off), if and when such options are offered, are governed by whatever specific terms are presented to you at the time of that purchase, which may include a different refund or cancellation process described in Section 8 (Recurring Add-Ons, If Applicable) below.
4. Requests Not Covered by the Guarantee
While we intend the money-back guarantee to be applied generously and in good faith, there are certain circumstances in which a refund request may not be accepted under the guarantee. These include, without limitation:
(a) Requests submitted after the 14-day Guarantee Period has ended, as described in Section 2;
(b) Requests relating to a purchase that has already been refunded once under this guarantee (for example, where a customer purchased a package, received a refund, and subsequently repurchased the same or a similar package with the intention of requesting a further refund);
(c) Requests where we have a reasonable basis to believe the guarantee is being used in a manner inconsistent with its intended purpose — for instance, a pattern of repeated purchase-and-refund cycles across multiple accounts by the same individual or business, used to obtain extended free access to the Service rather than to genuinely evaluate whether it meets the customer's needs;
(d) Requests connected with a purchase found to involve fraudulent payment information, or where the original payment itself is reversed by the customer's card issuer or bank other than through a refund processed by us (see Section 9, Chargebacks and Payment Disputes);
(e) Requests relating to any portion of a purchase price that reflects taxes, duties, or similar governmental charges properly collected and remitted, where such amounts are non-refundable as a matter of applicable law; and (f) Requests relating to any custom, bespoke, or professional services separately agreed with Velquro outside the standard packages described on our pricing page (for example, a bespoke onboarding or data migration engagement), which, if offered, would be governed by the specific terms agreed for that engagement rather than by this Policy.
If we decline a refund request for one of the reasons above, we will explain our reasoning to you and, where appropriate, offer to discuss the concern that led to your request, in case there is a more suitable resolution available (for example, guidance on a feature you were struggling to use, or information about upgrading or adjusting your package).
We want to stress that this list of exclusions is meant to protect the guarantee from misuse, not to create loopholes for declining legitimate requests. If you are genuinely unhappy with the Service within the Guarantee Period and none of the circumstances above apply to your situation, you should expect your refund request to be approved without difficulty or extensive back-and-forth.
5. How to Request a Refund
To request a refund under the 14-day money-back guarantee, please contact our support team through the contact channel published on the Velquro website (currently our support email address, as listed on our Contact page), within the Guarantee Period described in Section 2.
When submitting your request, please include: (a) the email address associated with your Velquro account; (b) the approximate date of your purchase, or your order/receipt reference if available; and (c) a brief statement confirming that you are requesting a refund under the 14-day money-back guarantee.
We aim to acknowledge all refund requests within two (2) business days of receipt. In most cases, we will not require you to delete your account data or otherwise "undo" your use of the Service before a refund is processed; however, we may ask a small number of verification questions where necessary to confirm the request is legitimate and associated with the account and payment in question.
Once we have confirmed a request meets the criteria set out in this Policy, we aim to approve straightforward requests within a further three (3) business days, so that in the great majority of cases you should hear back with a final decision within five (5) business days of first contacting us. More complex requests, such as those involving a suspected duplicate charge or a dispute over which package was purchased, may take a little longer to fully investigate.
6. Requests Outside the Guarantee Period
Because Velquro is sold through a one-off payment rather than a recurring subscription, purchases are, as a general rule, non-refundable once the 14-day Guarantee Period described in Section 2 has ended. We adopt this position because the one-off pricing model is structured around the assumption that the Guarantee Period gives customers a fair and sufficient opportunity to evaluate the Service before the purchase becomes final.
That said, we recognize that exceptional circumstances can arise. If you believe there are exceptional circumstances that should be taken into account after the Guarantee Period has closed — for example, a significant, ongoing technical fault that prevented you from meaningfully using a feature you purchased, or a billing error on our part — please contact our support team and explain the situation. We will review such requests on a case-by-case basis, at our reasonable discretion, though submitting a request under this Section does not guarantee that a refund will be granted.
Nothing in this Section is intended to limit any statutory right to a refund, repair, replacement, or other remedy that you may have under applicable consumer protection law that cannot be excluded or limited by agreement. Where such mandatory rights apply and are broader than what is described in this Policy, those statutory rights will prevail to the extent required by law.
7. How Refunds Are Processed
Approved refunds are processed back to the original payment method used for the purchase, through Stripe, our third-party payment processor. We do not issue refunds in cash, by bank transfer to a different account, or by any method other than a reversal to the original payment method, except where this is not possible for reasons outside our control (for example, if the original card has since expired or been cancelled by the customer's bank), in which case we will work with you to find a suitable alternative.
Once a refund is approved on our end, we submit the refund instruction to Stripe promptly, generally within two (2) business days of approval. From that point, the time it takes for the refunded amount to actually appear back in your account depends on your card issuer or bank, and can typically take an additional five (5) to ten (10) business days, depending on your bank's own processing timeframes. We are not able to control or expedite this final leg of the process, as it is handled by Stripe and by your own financial institution rather than directly by Velquro.
Refunds are issued in the same currency in which the original payment was made. Where currency conversion was applied by your card issuer at the time of your original purchase, any difference arising from exchange rate fluctuations between the date of purchase and the date of refund is a matter between you and your card issuer or bank, and is outside our control.
8. Recurring Add-Ons, If Applicable
The core Velquro packages described on our pricing page are sold through a one-off payment and do not involve recurring billing for continued access. However, if Velquro offers any optional add-on, supplementary feature, or premium support service on a recurring (e.g., monthly or annual) billing basis, the specific terms, refund rules, and cancellation process applicable to that recurring add-on will be presented to you clearly at the time of purchase, and will generally work as follows unless stated otherwise at checkout:
(a) Cancellation. You may cancel a recurring add-on at any time through your account settings or by contacting support. Cancellation will take effect at the end of the then-current billing period, and you will retain access to the add-on's features until that period ends, unless you request immediate cancellation.
(b) No partial refunds for unused time, subject to the guarantee. Except as covered by a specific money-back guarantee applicable to that add-on (if any, as described at the time of purchase), we do not provide prorated refunds for the unused portion of a billing period following cancellation.
(c) Non-renewal rather than automatic refund. Cancelling a recurring add-on stops future charges but does not, by itself, refund charges already properly processed for a billing period that has already begun, except as described in paragraph (a) or where a separate guarantee applies.
If and when any such recurring add-ons are introduced, this Policy will be updated to reflect them in more detail, and the specific terms presented at checkout for that add-on will control over the general description in this Section in the event of any inconsistency.
9. Chargebacks and Payment Disputes
We would always prefer that a customer contact us directly with any concern about a purchase, so that we can address it through the refund process described in this Policy, rather than initiating a chargeback or payment dispute directly with their card issuer or bank. Chargebacks are a more time-consuming and costly process for both parties, and in most cases a request submitted directly to our support team can be resolved more quickly and with less friction.
If a chargeback or payment dispute is initiated with your card issuer for a transaction that has not first been the subject of a refund request under this Policy, we reserve the right to suspend access to the Service associated with that account while the dispute is being investigated, and to provide relevant transaction and account information to Stripe or to the card issuer as part of responding to the dispute, consistent with our Privacy Policy. Where a chargeback is later found to be unwarranted (for example, where the underlying purchase was legitimate and no valid basis for a dispute existed), we reserve the right to take appropriate action in accordance with our Terms and Conditions, which may include declining future purchases from the account or individual concerned.
Nothing in this Section is intended to discourage a customer from exercising legitimate rights available to them through their card issuer or bank; it simply reflects our preference, and our belief that it is usually faster and easier for everyone involved, to resolve concerns directly with us first wherever possible.
10. Effect of a Refund on Your Account and Data
If a refund is approved and processed, your access to the paid features of the Service associated with that purchase will be discontinued, generally with effect from the date the refund is approved, or such other date as we reasonably determine and communicate to you. Depending on the circumstances, this may mean the downgrading or deactivation of your account, or the removal of access to a specific package or add-on that has been refunded.
We understand that a customer requesting a refund may still want to retain a copy of the customer, project, HR, or financial data ("Customer Data") they entered into the platform during the period they had access. Where reasonably practicable, and where requested before your access is discontinued, we will provide a reasonable opportunity to export your Customer Data prior to deactivation. We encourage customers who are considering requesting a refund to export any data they wish to retain as soon as possible after making that decision, rather than waiting until access has already been discontinued, since our ability to restore access purely to facilitate a delayed export request may be limited.
Following a refund and the associated discontinuation of access, we will handle any retained Customer Data in accordance with our Privacy Policy, including any applicable data retention and deletion practices described there.
11. Duplicate or Accidental Purchases
If you believe you were charged more than once for the same package due to a technical error, a double submission at checkout, or a similar accidental duplicate purchase, please contact our support team as soon as you notice the issue. We will investigate promptly, and where we confirm that a genuine duplicate charge occurred, we will refund the duplicate payment in full, regardless of whether the 14-day Guarantee Period described in Section 2 has closed, since this scenario is treated as a billing error rather than a standard guarantee-based refund request.
Similarly, if you purchased the wrong package by mistake (for example, selecting a higher or lower tier than intended) and contact us promptly, we will do our best to help resolve the situation quickly, whether that means processing a refund and allowing you to repurchase the correct package, or crediting the difference toward an upgrade, depending on what makes the most sense for your specific situation.
12. Currency, Taxes, and Fees
Refunds are issued for the amount actually paid by the customer for the purchase being refunded, including any taxes collected as part of that purchase, except where applicable law requires certain tax amounts to be retained and remitted regardless of a subsequent refund. Any third-party fees charged directly by your bank or card issuer in connection with the original purchase or the refund (for example, foreign transaction fees applied by your own bank) are not covered by our refund and are outside our control.
We do not charge our own administrative fee for processing a standard refund request submitted within the 14-day Guarantee Period. As noted in our Terms and Conditions, we reserve the right to charge a reasonable administrative fee only in the specific case of a payment dispute or chargeback that is later found to have been unwarranted, to help cover costs directly associated with that dispute, to the extent permitted by applicable law.
13. How This Policy Relates to Our Other Terms
This Policy should be read together with our Terms and Conditions, which describe the broader legal relationship between you and Velquro, including our role as a software provider, the license granted to you to use the Service, and the limitations that apply to our liability. Where there is a direct conflict between a specific provision of this Policy and the Terms and Conditions regarding refunds or cancellations, this Policy will control on that specific point, since it is intended as the more detailed and specific statement of our refund practices; on all other matters, the Terms and Conditions govern.
This Policy applies specifically to the purchase of Velquro packages and any related add-ons. It does not apply to, and has no bearing on, any separate commercial relationship or payment arrangement between a Velquro customer and that customer's own clients or employees, which remain entirely outside the scope of the Velquro platform and this Policy, consistent with the description of our role as a software provider set out in our Terms and Conditions.
14. Changes to This Policy
We may update this Policy from time to time, for example to reflect changes to our packages, our payment processor's capabilities, or applicable consumer protection law. Where we make a material change to this Policy, we will update the "Last Updated" date at the top of the document and, where reasonably practicable, provide notice to customers whose existing purchases could be materially affected by the change.
Refund requests will generally be assessed against the version of this Policy in effect at the time of the original purchase, unless a subsequent version is more favorable to the customer or unless applicable law requires otherwise.
15. Contact Us
If you have any questions about this Refund and Cancellation Policy, or if you would like to request a refund, please contact our support team through the contact details published on the Velquro website. We aim to respond to all refund-related inquiries promptly and to make the process as straightforward as possible, consistent with the commitments described throughout this Policy.