Refund Policy

Last updated: May 2025

This Refund Policy explains how refunds and credit adjustments work for Veol subscriptions and credit packs.

1. General Principle

Due to the nature of AI generation services (compute resources are consumed immediately upon use), we handle refunds on a case-by-case basis. If you have a specific situation, please contact us and we will work with you to find a fair resolution.

2. Subscription Plans

Cancellation

• You may cancel your subscription at any time from your account settings.
• After cancellation, your plan remains active until the end of the current billing cycle.
• No partial refunds are issued for unused days within a billing cycle.

Refund eligibility

• Within 48 hours of first purchase: If you have not used more than 10% of your allocated credits, you may request a full refund.
• After 48 hours or significant usage: Refunds are generally not available, but we will review requests on a case-by-case basis.
• Renewal charges: If you forgot to cancel before a renewal, contact us within 7 days of the charge for a refund, provided credits from that cycle have not been used.

3. One-Time Credit Packs

• Credit pack purchases are generally non-refundable once credits have been added to your account.
• If you purchased a credit pack by mistake and have not used any credits from it, contact us within 24 hours for a refund.

4. Failed Generations

• If a generation fails due to a system error (not a content policy rejection), the credits consumed may be automatically returned to your balance.
• If credits were not returned automatically for a failed generation, contact support with the generation ID and we will investigate.

5. Service Issues

If you experience extended service outages or repeated failures that prevent you from using purchased credits, contact us. We may offer:

• Credit extensions (additional validity time)
• Bonus credits as compensation
• Partial refunds in exceptional circumstances

6. How to Request a Refund

Send your request to support@veol.ai with:

• Your account email
• Purchase date and amount
• Reason for the refund request

We aim to respond within 2 business days.

7. Refund Processing

• Approved refunds are processed to the original payment method.
• Processing time depends on your payment provider (typically 5–10 business days).
• Refunded credits will be deducted from your balance immediately.

8. Non-Refundable Situations

Refunds are not available for:

• Credits consumed on successful generations
• Accounts terminated for Terms of Service violations
• Free or promotional credits
• Chargebacks filed without first contacting our support team

9. Contact

For refund requests or billing questions:

Email: support@veol.ai