Refund & Cancellation Policy
Effective date: 25 September 2026
This policy applies to payments processed by Velaira ("Velaira", "we", "us") as the merchant, including studio and professional services billed by Velaira, and digital products or subscriptions operated by Velaira and charged through Paystack on velairatech.com or other Velaira-operated product sites.
Velaira-operated product checkouts should surface a link to this policy (or a more specific Velaira policy for that product) before payment. A product-specific policy under Velaira may refine these terms for that product, but must not weaken card-scheme or Paystack disclosure duties.
Websites or apps Velaira builds for clients, where Velaira is not the Paystack merchant, are outside this policy. Those merchants publish their own refund and cancellation terms.
Who this applies to
You are covered by this policy when you pay Velaira as the merchant for studio services, or for a digital product or subscription that Velaira operates and bills through Paystack.
If a Velaira-operated product publishes its own refund or cancellation page, that page applies to purchases on that product. Where it is silent, this umbrella policy applies.
Studio and professional services
Studio work is scoped in writing before build work begins. Fees, milestones, and any deposit are set out in that agreement or quote.
Deposits and amounts paid for work already started are non-refundable once Velaira has begun delivery, unless Velaira cancels the engagement or is unable to deliver the agreed scope.
If you cancel before work starts, we will refund prepaid amounts for work not yet begun, less any non-refundable third-party costs already incurred with your written approval.
If you cancel after work has started, fees for completed milestones remain due. Unused prepaid amounts for undelivered work may be refunded at Velaira's discretion, or will be refunded if Velaira cannot complete the remaining agreed scope.
Digital products and one-time purchases
For digital goods or one-time product purchases sold by Velaira, you may request a refund within seven (7) days of purchase if you have not substantially accessed, downloaded, activated, or used the product.
Once the digital product has been fully delivered and substantially accessed or used, refunds are not available except where access failed due to a defect on Velaira's side, or where required by applicable law.
Failed or duplicate charges caused by a technical error will be refunded in full once verified.
Subscriptions
You may cancel a Velaira-operated subscription at any time through the product's account settings where available, or by emailing hello@velairatech.com with your account or billing reference.
Cancellation stops future renewals. Access continues until the end of the current paid period unless the product states otherwise at checkout.
We do not provide prorated refunds for the unused portion of a current billing period, unless required by law or the charge resulted from Velaira's error or a service failure on our side.
How to cancel or request a refund
Email hello@velairatech.com with your full name, the product or service, the Paystack transaction reference or invoice number, the date of payment, and a short reason for the request.
We aim to respond within five (5) business days. Approved refunds are returned to the original payment method via Paystack, and typically appear within five to ten (5-10) business days after approval, depending on your bank or card issuer.
Chargebacks and disputes
Please contact us before raising a chargeback with your bank. Many issues can be resolved directly, including cancellations, access problems, and billing errors.
By completing a payment to Velaira through Paystack, you confirm that you had an opportunity to read this policy (or the applicable product-specific Velaira policy) before paying.
Changes to this policy
We may update this policy from time to time. The effective date at the top of this page will change when we do. Continued use of Velaira-operated paid services after an update constitutes acceptance of the revised policy for future charges.
Contact
Velaira
Cape Town, South Africa
Email: hello@velairatech.com
Contact page: https://velairatech.com/contact
Questions? Email hello@velairatech.com or see our contact details.