Velo
Legal

Refund & Cancellation Policy

Velo is prepaid and honest about money. Here is exactly when an order can be cancelled and how refunds are handled.

Last updated 27 September 2026

1. How refunds work

Velo operates on a prepaid balance. Refunds are returned to your Velo balance, where you can immediately re-use them or request a withdrawal of unused funds as described below. Refunds are always for the amount charged, never more.

2. Cancelling an order

You can cancel an order yourself, for a full refund to your balance, as long as it has not started delivering (its status is still pending or processing with zero progress). Once an order has begun delivering, it can no longer be cancelled, because the work is already in progress with our upstream network.

To cancel, open the order from your Orders page and use the Cancel action. The refund is applied to your balance immediately.

3. Requesting a refund on a delivered order

You may request a review and refund where:

  • An order is marked complete but the agreed amount was not delivered;
  • An order was only partially delivered (partial orders are automatically refunded for the undelivered portion);
  • A service was charged but never started due to a fault on our side.

Use the Request refund action on the order and tell us what went wrong. Our team reviews each request manually and, where valid, credits your balance for the shortfall — capped at the amount you paid for that order.

4. What is not refundable

  • Orders delivered as described and in the quantity ordered;
  • Drops or losses covered instead by our Refill Policy;
  • Orders that failed because of an incorrect, private, or deactivated target you provided;
  • Losses caused by a platform’s own action against your account;
  • Change-of-mind once an order has started delivering.

5. Withdrawing unused balance

If you have unspent, non-bonus funds you no longer wish to use, contact support to request a withdrawal. We return funds to the original payment method where possible. Promotional credits and bonuses are not withdrawable.

6. Chargebacks

If you believe a payment was made in error, contact us first — we resolve almost every issue quickly. Initiating a chargeback or dispute without contacting us may result in your account being suspended pending review.

7. Contact

For any cancellation or refund question, email [email protected] or use our contact page. Include your order ID so we can help faster.