Last Updated: May 7, 2026 · Effective Date: May 7, 2026
Velyra LLC ("Velyra," "we," "us," or "our") is committed to fair and transparent billing. This Refund Policy describes the conditions under which refunds, credits, or cancellations may be issued for subscriptions, setup fees, and usage-based charges on our AI inbound call automation software platform. All payments are processed securely through Paddle, who acts as our Merchant of Record.
By purchasing any product or service from Velyra, you agree to the terms of this Refund Policy. This policy does not affect any statutory rights you may have under applicable law.
A one-time setup and onboarding fee is required upon initial activation of a paid subscription. This fee covers the cost of AI agent configuration, prompt engineering, calendar and scheduling system integration, and dedicated onboarding support.
The setup fee is non-refundable once onboarding work has commenced (i.e., once we have begun any configuration, testing, or integration work on your behalf). If you cancel your order before any onboarding work has begun, you may be eligible for a full refund of the setup fee — please contact us within 24 hours of payment.
Subscription fees are billed in advance at the start of each billing cycle (monthly or annually). All subscription payments are generally non-refundable once the billing period has begun, as the Service is immediately made available upon payment.
14-Day Satisfaction Window: If you are a new subscriber and are not satisfied with the Service, you may request a full refund of your first subscription payment within 14 days of your initial subscription date, provided that:
This 14-day window applies to the first subscription payment only. Renewal charges are non-refundable. You may cancel your subscription at any time to stop future renewal charges.
Charges for voice minute bundles or overage minutes are based on actual usage by the AI agent on live inbound calls. These charges are non-refundable once minutes have been consumed.
Unused minutes within your monthly plan allowance roll over to the following month and remain active while your subscription is active. Upon cancellation, unused rollover minutes expire and are not eligible for a cash refund.
You may cancel your subscription at any time through your account dashboard or by emailing hello@velyra.us. Cancellation takes effect at the end of your current billing period — you will retain full access to the Service until that date. No partial refunds are issued for the remaining days of a billing period after cancellation.
To cancel an annual subscription, please contact us at least 7 days before your renewal date to ensure the cancellation is processed before the next charge.
If the Velyra platform experiences a significant, verified service outage or technical failure that renders the Service completely unusable for an extended period (greater than 48 consecutive hours within a billing cycle), we may at our sole discretion offer:
Cash refunds for service outages are issued at our sole discretion. Scheduled maintenance, third-party provider disruptions (e.g., Vapi, OpenAI, Twilio), or issues caused by the subscriber's own configuration are not eligible for credits or refunds.
If you believe you have been charged incorrectly or in error, please contact us at hello@velyra.us within 30 days of the charge date. We will investigate and, if a billing error is confirmed, issue a full refund of the incorrect charge within 5–10 business days to the original payment method.
We encourage you to contact us directly at hello@velyra.us before initiating a chargeback with your bank or card issuer. Most issues can be resolved quickly through direct communication. Initiating a chargeback without first contacting us may result in immediate suspension of your account and termination of the Service. Fraudulent chargebacks will be disputed.
To submit a refund request, please email us at:
We aim to respond to all refund requests within 3 business days. Approved refunds are processed back to the original payment method and typically appear within 5–10 business days depending on your bank or card issuer.
We reserve the right to update this Refund Policy at any time. Changes will be posted on this page with a revised "Last Updated" date. Continued use of the Service after any changes constitutes your acceptance of the updated policy. For active subscribers, we will provide notice of material changes via email.