Refund Policy

Creem, our payment provider, is the merchant of record for all Pro and Family purchases and is the entity that actually processes payments and refunds on our behalf. When we approve a refund under this policy, we instruct Creem to issue it to your original payment method — this policy sets out when HRS Tech will approve a refund; Creem's own Buyer Terms govern the mechanics of how a refund is processed once approved.

VeloSend offers the following paid subscription tiers:

• Pro Monthly — billed monthly, cancel anytime.
• Pro Yearly — billed annually, approximately 33% savings vs. monthly.
• Family Monthly — billed monthly, covers up to 5 household members.
• Family Yearly — billed annually.

All subscriptions automatically renew at the end of the billing period unless cancelled before the renewal date. You will receive a reminder email before any annual subscription renews.

Every new Pro and Family subscription — monthly or annual — starts with a 7-day free trial. You won't be charged anything when you sign up.

If you cancel from your account settings at any point before the trial ends, your subscription simply ends and you are never charged. If you don't cancel, your card is automatically charged the plan price at the end of the 7-day trial, and the subscription renews on that billing cycle going forward.

Because you're never charged until the trial ends, there is no separate "money-back" step for the trial itself — cancelling in time is how you avoid the charge. The sections below describe what happens once you have been charged.

Once your trial ends and your card has been charged, subscriptions are generally non-refundable. However, we evaluate refund requests on a case-by-case basis. We will issue a pro-rated refund at our discretion in the following circumstances:

• Service outage: VeloSend experienced prolonged downtime (exceeding 24 cumulative hours in a month) that substantially prevented you from using the service.
• Billing error: You were charged incorrectly (e.g., wrong plan, duplicate charge, or charged despite cancelling before the trial ended).
• Accidental renewal: You forgot to cancel before an annual renewal and contact us within 7 days of the charge.
• Exceptional circumstances: A verifiable hardship or other exceptional situation at our sole discretion.

To request a refund, email us at support@velosend.net with the subject line "Refund Request" and include the email address associated with your account. Approved refunds are processed within 5–10 business days to your original payment method.

You may cancel your subscription at any time from your account settings — including during the free trial. Cancelling during the trial stops the upcoming charge entirely. Cancelling after you've been charged stops future billing and takes effect at the end of the current billing period; you retain access to all paid features until the end of the period you've already paid for.

Cancellation after a charge has occurred does not automatically trigger a refund unless you qualify for a discretionary refund under Section 3.

If you downgrade from a higher tier (e.g., Family → Pro or Pro → Free), the downgrade takes effect at the end of your current billing cycle. No partial refunds are issued for the price difference of the remaining billing period upon a downgrade.

VeloSend's free tier has no associated charges. No refunds are applicable to the free tier.

If you believe a charge from VeloSend is unauthorized or erroneous, please contact us at support@velosend.net before initiating a chargeback with your bank. We can typically resolve billing disputes faster than the chargeback process, and chargebacks may result in account suspension.

We may update this Refund Policy at any time. Material changes will be communicated to active subscribers via email at least 14 days before taking effect. The policy in effect at the time of your purchase governs your right to a refund for that transaction.

For refund requests or billing questions:

We aim to respond to all support emails within 1–2 business days.