Refund & Cancellation Policy

Cancelling your membership

• You can cancel future renewals at any time from the Membership page in your account.
• Cancel before your next billing date and you will not be charged again.
• Cancelling stops future renewals. It does not automatically refund the billing period you have already paid for; your access normally continues until the end of that period.

Refund requests

We review refund requests individually and in good faith. We will look at your request if any of the following applies:

• you were charged twice for the same billing period
• a technical billing error occurred
• the charge was not authorised by you
• membership was paid for but the service was not provided

Outside of those situations, and where no refund is required by law, a paid billing period is generally not refundable. We will always tell you the outcome and the reason.

Approved refunds

Approved refunds are returned to the original payment method used for the charge. Your bank or card issuer decides how quickly the money appears on your statement.

Chargebacks

Please contact us first — most billing issues are resolved quickly. Filing a false or abusive chargeback, or using chargebacks to obtain service without paying, is prohibited and may result in suspension or termination of your account.

How to reach support

Sign in and use the support and appeal options in your account to send a billing or refund request, or email velvetheavenapp@gmail.com from the email address on the account. Include the date of the charge and a short description of the problem. Requests are logged and answered in the order received.