Refund & Cancellation Policy

Last updated: June 27, 2026

This policy explains when and how purchases on Velora may be refunded or cancelled. It should be read together with our Terms of Use, which it supplements. By buying credits or any paid service on Velora you agree to the terms set out below.

Credits are pay-as-you-go

Velora runs on a credits economy. Credits are a prepaid balance you buy in advance and spend on platform features as you use them. Because credits are consumed the moment you use a feature, they are generally non-refundable. Unused credits remain available in your account and expire 365 days after purchase, in line with our Terms of Use.

Contact-request processing fee

Revealing a member's verified real name and email requires reaching the communication threshold plus a processing fee. If we review your contact request and it is declined, the processing fee for that request is refunded to your account. The fee is only retained where the request is approved and the contact details are released.

When you can request a refund

A pro-rata refund of your unused credit balance is available only where Velora terminates your account without cause. We do not offer refunds where your account is terminated for a violation of our Terms of Use or other policies, nor for a simple change of mind once credits have been spent. Credits already used to unlock features, send communications or process contact requests cannot be returned.

How to request a refund

To request a refund covered by this policy, email support@velora.dating from the address on your account, with your username and a short description of the purchase concerned. Our team will review eligible requests and respond with a decision.

How refunds are paid

Approved refunds are returned to the original payment method used for the purchase. We do not issue refunds by bank transfer, cash or to any alternative account. Where the original payment method is no longer available, contact support so we can agree on a suitable alternative within the limits of our payment provider.

Cancellation

Cancellation covers ending something you have already arranged on Velora — most commonly a video date you have booked with a member. It is separate from a refund of money to your card: cancelling a booking returns the credits you spent to your Velora balance rather than to your original payment method.

Cancelling a booked date

Booking a video date charges a date fee from your credit balance at the moment you confirm it. You can cancel any confirmed date at any time before it begins from your Dates page, using the Cancel button next to the booking. When you cancel, the full date fee is credited straight back to your balance, so you are never out of pocket for a date you did not attend. Cancelled dates move to the past section of your Dates page and are marked as cancelled and refunded.

Joining a date opens fifteen minutes before the scheduled time. If you know you cannot attend, please cancel beforehand so the member is not left waiting. Once a date has been marked as completed it can no longer be cancelled, and the date fee for a completed date is not returned. If a member fails to attend a date you booked, contact support@velora.dating and we will review the booking and return the fee where appropriate.

Cancelling credit purchases and your account

Velora is pay-as-you-go and has no recurring subscription, so there is no renewal to switch off. A completed credit top-up cannot be cancelled once the credits have been added to your balance, but any unused credits stay available in your account and are handled under the refund terms above. You can stop using Velora and close your account at any time from your account settings, or by emailing support@velora.dating. Closing your account cancels any upcoming dates you have booked; where you close an account with an unused credit balance, refund eligibility is determined by the sections above.