Home / Refund policy
Refund Policy
A clear procedure for reporting a problem, exercising an applicable right and requesting a refund from Veliova.
Last updated: October 24, 2026
Test before ordering
Before your purchase, you can request a free trial to check your device, your connection and the features you are interested in. The conditions and duration of the test are specified when requesting. This trial does not reduce any warranties or rights you have after purchase.
Activation of digital service
Veliova transmits access within 24 hours after payment confirmation. In the event of a defect attributable to the service, we undertake to resolve it within 72 hours of your report. These deadlines are expressed in calendar hours.
Activation does not automatically result in the loss of a right of withdrawal. When a legal withdrawal period applies, it is in principle 14 days from the conclusion of the contract. The early start of the service and any possible exception are subject to the conditions provided for by law; no separate agreement is presumed.
When to request a refund?
- Lack of activation: If accesses are not provided within 24 hours of confirmed payment, you may request cancellation and full refund of the service not provided.
- Service unusable: If a defect attributable to the service persists beyond 72 hours after your report, you can request a refund. It is complete when the service has never been able to be used; when a part has been correctly supplied, it relates to the period not supplied or affected by the defect, unless more favorable legal rights apply.
- Double payment: a payment received in duplicate for the same order is refunded after verification.
- Legal Rights: an admissible withdrawal, a lack of conformity or another remedy provided for by law is examined according to the applicable conditions and deadlines, without waiting for a commercial deadline when an immediate right exists.
For a service started at your express request during the withdrawal period, a proportional sum can only be retained if the corresponding legal conditions are met. No flat rate processing fee is added to the reimbursement.
Situations to examine with assistance
A device, drive or connection fault must first be identified with support. Simply failing to use functional access does not automatically create an additional commercial right to reimbursement; your legal rights, including withdrawal where applicable, remain reserved.
For reseller packs, the credits actually used and the services already provided are taken into account during the examination. Credits not delivered or unusable due to the service and double payments may be subject to a request. No general exclusion of legal guarantees is applied by this policy.
How to make a request?
Write to contact@veliova.com or use our contact form. Indicate your order number, payment date, device concerned and the facts giving rise to the request. For a withdrawal, a clear declaration of your decision is sufficient; you do not have to justify your choice when this right applies.
You can use this formulation: “For the attention of Veliova, I notify you of my decision to withdraw from the contract relating to my subscription. I specify my name, my email address, the number and date of the order, as well as the date of my request. »
Approved refunds are executed within 14 calendar days of approval. When a text imposes an earlier starting point, particularly in the event of withdrawal or legal recourse for lack of conformity, the legal deadline prevails and cannot be postponed by an approval procedure.
Reimbursement uses the original means of payment, unless otherwise expressly agreed at no cost to you. The time it takes for it to appear on your account then depends on the service provider. For a cryptocurrency, any different terms are expressly agreed after verification of the address and the network. Also see our general conditions of sale.