Refund Policy

Velluto Last updated: 4 June 2026

This Refund Policy is part of our Terms of Service. It explains when and how you can request a refund for paid Subscriptions and other charges from Ilia Kazakov ("Velluto", "we", "us").

We want you happy with the Services. If something goes wrong, write to support@velluto.io first — many issues can be solved without a refund.

1. Subscription refunds

1.1. 14-day refund window for first-time subscribers

If you are subscribing to a paid plan for the first time, you may request a full refund within 14 calendar days of your initial payment, no questions asked.

For plans with an explicit included volume:

  • Free — "10,000 characters per month": refund available if you used less than 20% (i.e. < 2,000 characters).
  • Personal — "50,000 characters per day" (~1.5M / month): refund available if you used less than 20% of the monthly equivalent (i.e. < 300,000 characters over the window).

For unlimited plans (Pro, Custom Voice) there is no volume cap — and therefore no fixed threshold. The 14-day refund is available on request.

This window applies once per Account. Re-subscribing after cancellation does not reset the window.

Anti-fraud. We reserve the right to deny a refund where there are reasonable indicators of abuse, including but not limited to:

  • generation volume anomalously above the average of comparable users on the same plan over an equivalent period;
  • atypical load patterns (bot-like intervals, thousands of concurrent sessions, abnormal IP / language input range);
  • repeated "pay → high volume → refund" cycles from the same or related Accounts;
  • breach of the Acceptable Use Policy and/or Section 8 of the Terms (resale, proxy use, industrial extraction).

Any denial is accompanied by a written justification citing the specific facts; on denial, access to the Services is retained until the end of the paid period.

1.2. After the 14-day window

After the 14-day window, paid Subscriptions are non-refundable. You may cancel auto-renewal at any time; cancellation takes effect at the end of the current billing period and you retain access until then.

1.3. Discounted and promotional subscriptions

Subscriptions purchased at a discount of 25% or more from the standard price, or as part of a promotional bundle, are non-refundable beyond the 14-day window. Within the 14-day window the standard Section 1.1 rules apply (for plans with an included volume — the 20% usage threshold; the anti-fraud carve-out applies).

1.4. Custom Voice plan

Custom Voice is offered as a monthly subscription. The standard rules in Sections 1.1–1.3 apply. If, at the time of your refund request, we have already begun training your personal Voice Model (consuming compute resources), the refund is reduced by our actual training cost — capped at 50% of the first billing period's payment.

2. How to request a refund

Send an email to support@velluto.io with subject line "Refund Request — [your email]", including:

  1. The email address on your Account.
  2. The transaction ID or invoice number.
  3. The reason for the refund.
  4. The payment method used (Lava.top or CryptoCloud).

We will respond within 5 business days and, if the request is approved, issue the refund to your original payment method within 10 business days. Bank processing or blockchain confirmation times may add additional delay; we have no control over those.

Lava.top refunds are returned to the card or other method selected at purchase, on Lava's standard timing (typically 3–10 business days).

CryptoCloud (Trybit) refunds are returned in the same cryptocurrency used for payment, to the originating wallet address. The exchange-rate difference between payment and refund is borne by you.

3. Chargebacks

If you have a billing concern, contact us first — we resolve almost all issues without involving your bank.

Initiating a chargeback through your card issuer or other payment service without first contacting support@velluto.io is a breach of the Terms and will result in:

  • immediate suspension of your Account, pending resolution of the dispute;
  • forfeiture of any remaining Subscription period;
  • on a successful chargeback, permanent termination of your Account.

We will respond to chargeback disputes with evidence of service delivery.

4. Statutory rights of consumers in the European Economic Area, the United Kingdom, and Switzerland

If you are a consumer (an individual acting outside any trade, business, or profession) resident in the European Economic Area, the United Kingdom, or Switzerland, you have a statutory right of withdrawal under the EU Consumer Rights Directive (2011/83/EU) or its national implementation:

You have 14 days from the date of payment to withdraw from the contract without giving any reason and obtain a full refund.

Important: because the Services are digital content / a digital service supplied immediately upon subscription, you can lose this withdrawal right if, at checkout, you (a) expressly consent to performance starting immediately and (b) acknowledge that you will therefore lose your right of withdrawal once performance has begun. We present these two confirmations as separate checkboxes at checkout; ticking them is voluntary. If you do not tick them, performance is delayed until the 14-day window expires.

To exercise the right of withdrawal where it has not been waived, send a clear statement to support@velluto.io within 14 days. You may use the model withdrawal form annexed to the Consumer Rights Directive but you are not required to.

This statutory right is in addition to, and does not replace, the rights set out in Section 1 above. Where they overlap, you are entitled to whichever is more favourable to you.

5. Refunds we will not issue

We will not issue refunds for:

5.1. Cancellation after the 14-day window (for first-time subscribers) or after the right of withdrawal has been waived under Section 4.

5.2. Unused portions of a billing period that you cancelled (you retain access until the end of the paid period).

5.3. Periods during which you did not use the Services but did not cancel.

5.4. Service unavailability of less than 24 cumulative hours per calendar month (the Services are provided on an "as is" / "as available" basis; no SLA is provided for consumer plans, and for Business / API an SLA is agreed separately in writing).

5.5. Account terminations resulting from your breach of the Terms, the AUP, or the Voice Cloning Consent Policy.

5.6. Dissatisfaction with the perceptual quality of Output, third-party platform decisions (YouTube demonetisation, TikTok labelling, etc.), or compatibility with your specific workflow.

5.7. Mistaken purchases more than 14 days after payment.

5.8. Charges from third-party app stores (Apple App Store, Google Play) — those are governed by the store's own refund policy.

6. Force-majeure failures

If we cannot deliver the Services because of force-majeure events (war, sanctions, internet outage, upstream provider failure, government action, etc.) lasting more than seven (7) consecutive days, you may request a pro-rata refund of the affected portion of your Subscription, calculated to the day. Write to support@velluto.io.

7. Changes to this Policy

We may update this Policy from time to time. Changes apply to refunds requested after the effective date of the updated Policy. Material changes are notified with at least 30 days' notice.

8. Contact

Email: support@velluto.io For escalation: legal@velluto.io

Ilia Kazakov Phuoc Long 159, Nha Trang, 650000, Viet Nam

Questions about this document? legal@velluto.io.