Refund & Cancellation Policy

1. How to Cancel

You may cancel your Vela subscription at any time by visiting the Billing & Plans page inside your account at app.usevela.io → Settings → Billing & Plans. If you require assistance or cannot locate the cancellation option, email support@usevela.io and we will process your cancellation within 1 business day at no charge.

2. When Cancellation Takes Effect

Cancellation takes effect at the end of your current billing period. Your access to the platform and all features remains fully active until that date. You will not be charged again after cancellation takes effect.

Example: if you cancel on 20 June and your billing period runs through 30 June, your access continues through 30 June and your subscription ends on 1 July.

You will receive a confirmation email when your cancellation is scheduled. We recommend retaining this email as proof of cancellation.

3. Refund Policy

All Vela subscriptions are sold by Paddle as Merchant of Record. Refunds are governed by Paddle's Refund Policy.

Depending on your location, you may have statutory withdrawal rights — typically a 14-day right of withdrawal from the transaction date (EU, EEA, UK, and Israel) or a shorter period in other jurisdictions. These rights are administered directly by Paddle. To exercise them, use the refund link in your purchase receipt or contact Paddle support at paddle.net.

Outside of statutory rights, Paddle may offer discretionary refunds within 14 days of purchase at its sole discretion, taking into account factors such as product type, usage, and the reason for the request.

Refunds are processed to the original payment method and are typically reflected within 5–10 business days. Refunds are issued in the original billing currency.

Personal data submitted as part of a refund request is processed on the basis of contractual performance under Article 6(1)(b) GDPR and retained for 7 years for accounting and legal compliance purposes in accordance with our Privacy Policy.

4. Annual Subscriptions

Annual subscribers may cancel at any time. The cancellation takes effect at the end of the annual term. Statutory withdrawal rights under Section 3 apply to the initial annual charge; subsequent annual renewals are subject to Paddle's Refund Policy.

If you wish to downgrade your plan tier, the change takes effect at the start of your next annual renewal period. No pro-rata refund or credit is issued for the unused portion of the higher tier within the current annual term.

5. Free Trial

If you cancel during a free trial period, your account closes at the end of the trial. No payment is taken and no refund applies because you have not been charged.

Following account closure (whether at trial end or after a paid subscription), your data is retained for 30 days and then deleted in accordance with our standard retention schedule described in our Privacy Policy.

6. EU and UK Statutory Rights

Under the EU Consumer Rights Directive (2011/83/EU) and the UK Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, consumers ordinarily have a 14-day right of withdrawal from digital service contracts.

Where you are a consumer (a natural person acting outside the scope of your trade, business, craft, or profession), by activating your subscription you explicitly request that digital service delivery begins immediately. By doing so, and as confirmed at the point of checkout, you acknowledge that you waive your 14-day right of withdrawal once performance of the service has commenced, to the fullest extent permitted by Article 16 of the EU Consumer Rights Directive and Regulation 36 of the UK Consumer Contracts Regulations 2013.

This waiver applies only to the extent permitted by applicable law. Mandatory statutory rights that cannot be waived by agreement remain unaffected. If you are a business customer (a legal entity, or a natural person acting within the scope of your trade, business, craft, or profession), consumer protection withdrawal rights do not apply to your subscription.

Israeli consumers: If you are an Israeli consumer (a natural person purchasing a subscription for personal, family, or household purposes and not for trade or business use), you may have additional rights under the Israeli Consumer Protection Law 5741-1981 (Hok Haganat HaCarshan) and its regulations, including the right to receive clear written disclosure of material subscription terms prior to purchase, the right to a written receipt for each payment, and the right to cancel consumer contracts in the circumstances provided for under that law. These rights apply alongside, and do not replace, this policy. Personal data processed in connection with consumer rights requests under the Consumer Protection Law is handled in accordance with the Israeli Privacy Protection Law 5741-1981 and our Privacy Policy. To exercise any statutory cancellation rights, contact us at legal@usevela.io.

For any other concerns about your statutory rights, contact us at legal@usevela.io.

7. Payment Processing & Disputes

Payments are processed by Paddle, who acts as Merchant of Record for all Vela subscriptions. This means Paddle is the legal seller and appears on your payment statement. Paddle handles payment processing, tax collection, and refund disbursement on our behalf.

If you believe a charge is incorrect, please contact us at support@usevela.io first. We will acknowledge your query within 2 business days and aim to resolve billing disputes within 5 business days. Contacting us before raising a chargeback allows us to resolve the issue quickly and avoids unnecessary payment disputes.

If we are unable to resolve your billing concern to your satisfaction, you may contact Paddle's buyer support directly. Paddle's buyer protection policy is available at paddle.com/legal/buyers.

8. Declined Refund Requests

If we are unable to approve a refund request, we will explain the reason in writing. You may then:

• Escalate to Paddle as Merchant of Record via paddle.com/legal/buyers.
• Contact the relevant consumer protection authority in your jurisdiction, if applicable.
• Seek resolution through the courts of competent jurisdiction as set out in Section 9 below.

9. Governing Law

This Refund & Cancellation Policy is governed by the same law and jurisdiction as our Terms of Use — the laws of the State of Israel, without regard to conflict of law provisions, with disputes subject to the exclusive jurisdiction of the competent courts in Tel Aviv, Israel, unless mandatory local law in your jurisdiction requires otherwise. The collection and processing of personal data in connection with this policy is subject to the Israeli Privacy Protection Law 5741-1981.

10. Contact

For any billing or cancellation questions:
Vela Cloud Ltd, operating as Vela
Email: support@usevela.io
Legal: legal@usevela.io
Registered address: 28 HaArba'a St, Tel Aviv 6473925, Israel