Refund policy
Last updated: 2026-10-17
What this policy covers
Velix sells prepaid subscriptions and prepaid account credit. This policy says when either is refundable, how to ask for a refund, and how it is paid back. It applies to every purchase, whichever payment method was used and whichever surface it was bought from.
Before a payment settles
Nothing is owed before a payment settles. An order that is created and never paid expires on its own, and a payment that fails or is cancelled at the gateway leaves no balance behind — there is nothing to refund.
What is not refundable
A purchase is non-refundable once it has been credited or activated, except where the law where you live requires otherwise. This is the rule in section 2 of the terms of service, and this page does not narrow it. In particular: credit that has already been spent, a subscription that has run part of its term, and an account closed for breaching the terms are not refundable.
When a refund is due
A payment is refunded in full when Velix cannot deliver what was paid for: the same order settling twice, a payment settling after its order was cancelled, or a subscription that never activates. Where the law gives you the right to cancel within a set period, that right applies in addition to this policy — write to us and say so.
How to request a refund
Write to [email protected] from the address on the account, or from the Telegram account bound to it, and quote the order or payment reference shown in the member portal. We answer within 5 working days. A refund goes back to the payment method that was used, through the same gateway; how long it takes to appear is the bank's or the wallet's, and is typically 5 to 14 working days.
Chargebacks
Please write to us before asking your bank or card issuer to reverse a payment. A reversal removes the credit or the subscription that the payment bought, and a dispute that a message to support would have settled costs both sides time. This policy is reviewed with the terms of service; the date above is the version that applies.