Veilkin - Refund and Cancellation Policy

This policy explains how to cancel a Veilkin subscription, your statutory cancellation rights as a consumer, and when you are entitled to a refund. It reflects the way Veilkin is sold: a 99p one-time trial, monthly Plus and Pro subscriptions, and one-off pay-as-you-go credit bundles.

1. Cancelling a subscription

You can cancel your Plus or Pro subscription at any time from your account page, using the “Manage subscription” button. This opens the billing portal provided by Stripe, our payment processor, where you can cancel, update your card, and view your invoices. There is no cancellation fee and no need to contact us.

When you cancel, your subscription stays active until the end of the billing period you have already paid for. You keep full access until that date, after which your account becomes inactive — no monthly allowance is available and you will need to subscribe again to continue using the Service. You will not be charged again after you cancel.

Cancelling does not delete your account or your saved memory. Your account and memories remain in place, and you can resubscribe at any time. Any unspent pay-as-you-go credits remain valid until their 12-month expiry date and are available again if you resubscribe.

2. Your 14-day cancellation right (UK and EU consumers)

If you are a consumer in the United Kingdom or the European Union, you have a statutory right to cancel a purchase within 14 days, without giving a reason, and receive a full refund. This applies to your first subscription purchase, to the trial, and to pay-as-you-go credit purchases.

If you are a consumer elsewhere, including in the United States, Canada, or Australia, the consumer protection laws of your own country or state apply to your purchase. Nothing in this policy is intended to exclude or limit any right or remedy available to you under those laws. In Australia in particular, our goods and services come with guarantees under the Australian Consumer Law that cannot be excluded.

How immediate access affects this right

Veilkin is digital content that is made available to you straight away. At checkout you are asked to confirm that you want access to begin immediately, and to acknowledge that by doing so you give up your 14-day cancellation right once you have started using the Service.

This means:

• If you ask for immediate access and then start using Veilkin, your 14-day right is used up and the purchase is non-refundable from that point, except where something has gone wrong (see Section 4).

• If you do not start using the Service during the 14 days, your cancellation right remains and you can request a full refund within that period.

The immediate-access acknowledgement is presented as an unticked tick-box at checkout that you actively confirm, so this right is never given up without your explicit consent.

3. The 99p trial

The trial is a one-off 99p purchase giving 90 calls. It does not auto-renew and can be bought once per account. Because it is low-cost digital content made available immediately, the same immediate-access acknowledgement applies at checkout.

If you are refunded for a trial, it still counts as your one trial — you cannot buy another after a refund.

4. When we will refund you

Separately from the 14-day right above, we will provide a refund where:

• You were charged in error, for example charged twice for the same period, or charged after you had cancelled.

• A technical fault on our side prevented you from using the Service for a significant part of a paid period and we were unable to resolve it.

• You are entitled to a refund under applicable consumer law that cannot be waived.

We deal with these case by case and in line with your legal rights. If a fault was on our side, you will not be out of pocket.

5. When we will not refund you

We generally cannot refund:

• A subscription period that has already been used, once your immediate-access acknowledgement has been given and you have started using the Service.

• Part-used months. Cancellation stops future charges; it does not refund the current period, which stays active until it ends.

• Unused monthly calls. Your monthly allowance does not roll over and has no cash value.

• Pay-as-you-go credits once you have started using them, other than under the 14-day right described above.

• Credits that have expired. Bundles are valid for 12 months from purchase; after that they are forfeited and cannot be refunded or extended. The expiry period is shown at purchase.

6. Pay-as-you-go credits

Credit bundles are a one-off purchase and are valid for 12 months from the date of purchase. They do not auto-renew. They can be bought on any plan, including the trial, and with no plan at all.

If you are on a plan, your included monthly allowance is always used first, and your credits are only spent once that allowance is exhausted. Credits are not affected by your monthly allowance resetting.

The 14-day cancellation right applies in the same way as for subscriptions, including the immediate-access acknowledgement at checkout. Once you begin spending a bundle, it is non-refundable except where something has gone wrong on our side.

7. How to request a refund

Email info@veilkin.gg from the address on your account, telling us what you bought and what went wrong. We aim to respond within a few working days. Approved refunds are made to your original payment method through Stripe, our payment processor, and can take a few days to appear depending on your bank.

8. Payment processing

Payments and refunds are handled by Stripe. We do not store your card details. Refund timings once approved are subject to Stripe and your bank, and are usually completed within 5 to 10 working days.

9. Changes to this policy

We may update this policy from time to time. The version in force is the one published on our website at the time of your purchase. Material changes will be notified in line with our Terms of Service.

10. Contact

Veilkin Ltd, registered in England and Wales. Company number 17213812. Registered address: Suite F2, Church House Business Centre, Church Street, Godalming, Surrey, GU7 1EW.

Questions about refunds or cancellation: info@veilkin.gg