Cancellation and refunds.

Last updated 29 July 2026 · Velo, a product of AmplioData OÜ

This page explains how billing, cancellation and refunds actually work on Velo. It goes with the terms of service and adds the detail. Nothing here takes away a right the terms or the law give you, and where this page is more generous than the terms, this page is what we do.

1. How Velo bills

• Paid plans are billed monthly, in euros, in advance. You pay for the month ahead.
• Prices on the pricing page exclude VAT. Tax is added on top at checkout at the rate for your country, worked out from the billing address you enter. If you give a valid EU VAT number at checkout, the reverse charge applies and we collect no VAT from you.
• There is no minimum term, no annual commitment and no notice period.
• There is no free trial. Every paid plan is charged from day one. If you want to try Velo without paying, the Free plan is the trial.

2. How to cancel

Sign in to your Velo console, open Billing, and press Manage billing. That opens the Stripe billing portal, where you can cancel the subscription yourself. You do not need to email us and there is no retention call.

Only the account owner can open the billing portal. If you are an admin or a viewer on someone else's account, ask the owner to do it.

3. What happens when you cancel

• Nothing switches off on the day you cancel. Your plan runs to the end of the period you have already paid for.
• At the end of that period the account moves to the Free plan. Free covers 10,000 sessions a month on one site, so your banner keeps serving and keeps recording consent. You are not left with a broken site.
• Two things change on Free: you cannot add sites beyond the first, and the small Velo badge comes back on the banner. Sites you already have are not deleted.
• We do not refund the unused part of a period you have already paid for. You keep the service until it runs out instead of getting the money back.

4. Refunds, the short version

Because billing is monthly and you can cancel at any time, there is usually nothing to refund. Cancelling stops the next charge before it happens. Two things sit outside that: the 14-day right below, and genuine mistakes.

5. The 14-day right of withdrawal

If you are a consumer in the EU, you have a 14-day right of withdrawal on a digital service under the Consumer Rights Directive. The terms of service say the same thing: the law would let us ask you to give that right up, because we supply the service immediately. We do not. If you are a consumer and it is within 14 days of your first payment, email support@veloconsent.com and we will refund it in full.

To be straight with you: this right belongs to consumers, and most Velo customers buy as a business, which does not have it in law. We are not going to hide that. We are also not going to use it as a reason to ignore a business that has been charged for something it never got.

6. When we refund anyway

Outside the 14 days, we look at refunds one at a time. Email support@veloconsent.com with the email on the account and the date or number of the invoice, and tell us what happened. The cases we say yes to are the obvious ones:

• You were charged twice for the same month, or charged after you cancelled.
• Velo was broken on our side for a meaningful part of the period you paid for, and you told us at the time.
• You bought the wrong plan or tier by mistake and have not used it.

The cases we say no to are also worth being clear about: the unused remainder after you cancel, and a period you paid for, used and later changed your mind about.

Refunds are made by hand. There is no button in the console and no automatic rule — a person reads your email and decides. When we approve one it goes back to the card or account that paid, through Stripe, and your bank decides how soon it shows up. We will always reply and tell you yes or no rather than letting it go quiet.

7. If a payment fails

• We mark the account as having a payment problem and email everyone on it. The console shows the same warning on the Billing page.
• You then have 7 days from the first failed payment to fix your card. During those 7 days nothing changes: the whole product keeps working.
• After 7 days the account is paused. Your live banner keeps serving and keeps recording consent — visitors never see a difference — but changes in the console are blocked until the payment goes through.
• Update your card under Manage billing and the account unpauses as soon as the payment clears.

8. Invoices and VAT

Every invoice and receipt lives in the Stripe billing portal, reachable from Manage billing in your console. If you need a VAT number, a company name or an address corrected on an invoice, email support@veloconsent.com and we will reissue it.

9. Before you raise a chargeback

Please email us first. A chargeback takes weeks, your bank decides it, and neither of us gets to explain much. An email to support@veloconsent.com is usually settled in days, and if we agree you are owed money we can send it back directly and faster than a dispute would.

10. Changes to this page

We may update this page and will move the date at the top when we do. The version in force is the one published when you were charged. If you are a consumer, nothing on this page removes the protection of the mandatory laws of the country where you live.

Need to cancel, or think you have been charged wrongly?

Email support@veloconsent.com and a person will read it.