Effective date: 16 August 2026
Last updated: 16 August 2026
This Refund and Cancellation Policy (the “Policy”) explains how cancellations, withdrawal rights, billing questions and refund requests are handled for purchases made through velutta.com and associated payment pages used by VELUTTA LTD.
Please read this Policy before purchasing an Access Plan. It forms part of the agreement between you and VELUTTA LTD and should be read together with our Terms and Conditions of Use and Sale, Privacy Policy, Cookie Policy and the commercial information displayed at checkout.
1. About VELUTTA
The Website and paid Service are operated by:
VELUTTA LTD
Company number: 16622042
Registered in England and Wales
Registered office: 71–75 Shelton Street, Covent Garden, London, WC2H 9JQ, United Kingdom
Email: support@velutta.com
In this Policy, “VELUTTA”, “we”, “us” and “our” mean VELUTTA LTD. “You” and “your” mean the person who places an order or holds the relevant member account.
2. Scope of this Policy
This Policy applies to paid, time-limited access to the VELUTTA member area and its digital Content (an “Access Plan”), including:
- fixed-term plans that expire automatically;
- automatically renewing plans, where the checkout expressly states that renewal applies;
- duplicate, failed, reversed or unauthorised payment issues; and
- statutory cancellation, withdrawal, conformity and refund rights.
The price, currency, duration, renewal status and features of your particular Access Plan are those disclosed in the order summary and payment page before you complete the purchase.
If a provision of this Policy conflicts with a mandatory consumer right, the mandatory consumer right prevails. Nothing in this Policy excludes, limits or replaces a right or remedy that cannot lawfully be excluded, limited or replaced.
3. Fixed-term access and automatically renewing plans
3.1 Fixed-term plans
A fixed-term, non-renewing Access Plan ends automatically at the end of the period stated at checkout. It does not require cancellation and will not renew unless you actively make another purchase.
3.2 Automatically renewing plans
An Access Plan renews automatically only when this is clearly disclosed before purchase. The checkout will state the initial price, renewal price or pricing basis, billing interval and renewal conditions.
You may cancel an automatically renewing plan at any time before the next renewal is processed. Cancellation prevents future renewal charges. Unless mandatory law, the order summary or this Policy provides otherwise, cancellation does not retrospectively reverse a period already supplied and paid for. Access will normally remain available until the end of the current paid period.
4. How to cancel an automatically renewing plan
Depending on the plan and payment method, you may cancel future renewal through one or more of the following channels:
- the cancellation function made available in your VELUTTA account;
- the subscription-management or cancellation service of the payment processor identified on your receipt;
- the statutory German cancellation facility described in Section 5, where applicable; or
- an email to support@velutta.com containing sufficient information to locate the account and subscription.
For an email request, include your account email address, transaction or subscription reference and a clear statement that you want to cancel renewal. Do not send your password or complete payment-card number.
Your cancellation takes effect at the earliest time required by applicable law or, where you select a later permitted date, on that date. If no date is selected, cancellation will normally stop renewal at the end of the current paid period.
We will send a cancellation confirmation electronically where required by law. You should retain that confirmation.
5. German cancellation facility under § 312k BGB
Where Section 312k of the German Civil Code (§ 312k BGB) applies to an automatically renewing consumer contract concluded through the Website, VELUTTA will provide a permanently available, directly and easily accessible online cancellation facility.
The facility will include:
- a cancellation control labelled “Verträge hier kündigen” or with an equally clear formulation;
- a confirmation page allowing the consumer to identify the contract, state whether the cancellation is ordinary or extraordinary, provide any relevant reason for extraordinary cancellation, select the intended termination date and provide an electronic address for confirmation;
- a final confirmation control labelled “jetzt kündigen” or with an equally clear formulation;
- an option to save the submitted cancellation with its date and time on a durable medium; and
- immediate electronic confirmation in text form stating the content, receipt time and intended effective date of the cancellation.
The statutory cancellation facility is an additional cancellation method. A German consumer is not required to use it where another legally valid method is available.
If no termination date is stated, the cancellation will take effect at the earliest legally permissible time. Nothing in this section limits a right to extraordinary termination.
6. Immediate digital supply and withdrawal rights
VELUTTA supplies paid digital access and digital Content. Access is normally activated immediately after successful payment rather than being delayed until the end of a statutory cooling-off or withdrawal period.
Where applicable consumer law provides a withdrawal or cooling-off right and permits that right to expire following the start of digital supply, any loss of that right will occur only if the legally required conditions are satisfied. This may require VELUTTA to obtain, before supply begins:
- your express request or consent for supply to begin during the withdrawal period; and
- your acknowledgement that the withdrawal right will be lost when supply or performance begins, to the extent provided by applicable law.
These declarations should be obtained separately at checkout and recorded in the order confirmation where required. Merely accepting general terms does not replace a separate declaration where the law requires one.
If the legally required consent or acknowledgement was not validly obtained, or if applicable law does not permit exclusion of the right in the circumstances, your statutory withdrawal rights remain unaffected.
7. When a refund or other remedy may be available
Subject to the applicable law and the circumstances, a refund, price reduction, correction, replacement access or other appropriate remedy may be available where:
- Access was not supplied: payment was successfully taken but the purchased access was not activated within a reasonable time;
- Material technical failure: a verified fault within VELUTTA’s Service materially prevented use of the purchased access and was not corrected within a reasonable time after notice;
- Duplicate charge: the same transaction was charged more than once without a corresponding additional purchase;
- Incorrect amount or renewal: you were charged an amount or renewal that was not properly disclosed or authorised;
- Charge after effective cancellation: a renewal was processed after a cancellation had already taken effect;
- Unauthorised transaction: the payment method was used without the cardholder’s or account holder’s authority, subject to appropriate verification and payment-provider procedures;
- Non-conforming digital content or service: the supplied digital content or service failed to meet a mandatory contractual or statutory standard and the applicable law provides a remedy; or
- Discontinuation by VELUTTA: VELUTTA permanently discontinued the essential paid Service for reasons not caused by your breach and mandatory law requires a remedy for the unused paid period.
The appropriate remedy depends on the nature, severity and duration of the problem and on applicable law. We may first be entitled to investigate and, where lawful and reasonable, correct the issue or restore access before a refund or price reduction becomes due.
VELUTTA may also grant a discretionary refund or credit in exceptional circumstances. A discretionary decision in one case does not create an entitlement or precedent for another case.
8. Situations that do not normally create a refund entitlement
Unless mandatory law provides otherwise, a refund will not normally be due solely because:
- you changed your mind after immediate digital supply began and a statutory withdrawal right was validly lost;
- you did not use, or only partly used, access that was properly made available;
- you forgot to cancel a clearly disclosed automatic renewal before it was processed;
- you expected a particular video or feature that was not expressly guaranteed in the order summary;
- your device, browser, software, internet connection, data allowance, network restrictions or local configuration caused the problem;
- you attempted to access the Service from a prohibited or unsupported territory;
- the Content did not match a purely subjective preference, while conforming to its contractual description; or
- access was lawfully restricted or terminated because of fraud, piracy, account sharing, payment abuse or another serious breach of the Terms.
This section does not prevent you from demonstrating that a statutory or contractual remedy applies in your particular circumstances.
9. How to request help or a refund
Contact support@velutta.com as soon as reasonably possible after discovering the issue. Include:
- the email address associated with your account;
- the transaction, subscription or invoice reference;
- the purchase or renewal date and charged amount;
- a clear description of the issue and the remedy requested; and
- relevant supporting information, such as an error message, receipt or screenshot that does not expose sensitive information.
Do not send your password, complete payment-card number, card-security code or unnecessary identity documents by ordinary email. If verification is necessary, we or the payment processor will explain an appropriate method.
There is no contractual 24-hour deadline for reporting an issue. However, prompt notice helps us investigate access logs, payment records and technical faults. Any statutory limitation period or payment-provider deadline continues to apply independently.
We may request reasonable additional information to verify the account, payment and claim. Failure to provide information genuinely necessary for the investigation may delay the decision.
10. Billing descriptor and recognising a CCBill charge
Where CCBill processes the transaction, the charge will ordinarily appear on the card or bank statement as “CCBill.com” or “CCBillEU”, together with a CCBill customer-support telephone number. The exact item descriptor applicable to the purchase is displayed on the CCBill payment page before completion.
You should review and retain the payment confirmation so that you can recognise the descriptor, amount, billing interval and transaction reference. If you do not recognise a charge, contact support@velutta.com or the CCBill support channel shown on the receipt or statement promptly.
If another payment processor is offered, the applicable descriptor and support information will be disclosed on its payment page or confirmation.
11. Chargebacks and payment disputes
We encourage you to contact VELUTTA or the identified payment processor before initiating a chargeback so that an access, cancellation or billing error can be investigated quickly. However, nothing in this Policy waives or restricts your lawful right to dispute an unauthorised or incorrect payment with your bank, card issuer or payment provider.
Making a genuine, good-faith payment complaint or chargeback is not by itself a breach of this Policy. We may provide the processor or financial institution with relevant transaction, consent, access and cancellation records when responding to a dispute, in accordance with applicable law and our Privacy Policy.
If a payment is reversed, charged back or otherwise not received, the corresponding paid access may be suspended or ended. We may challenge a chargeback where records reasonably indicate that the transaction was authorised and the Service was supplied. Fraudulent use of the dispute process may result in account restriction and other lawful action.
12. Refund method and processing time
An approved refund will normally be returned to the original payment method. We will not normally send a refund to a different person, card, bank account or payment method.
VELUTTA or the payment processor will initiate an approved refund without undue delay. After initiation, banks and payment providers control the time required for the amount to appear. This commonly takes approximately 5–10 business days, but the actual period may be shorter or longer depending on the provider, currency and financial institution.
We are not responsible for a delay caused solely by a financial institution after the refund was correctly initiated, but we will provide reasonable confirmation that the refund was processed.
The same amount cannot be recovered twice. A further refund may be refused where the transaction has already been refunded, reversed or successfully charged back.
13. Complaints and dispute resolution
If you disagree with a decision, reply to the decision email and explain why you believe it should be reviewed. We will consider relevant additional information in good faith.
Information about governing law, courts, consumer complaints and alternative dispute resolution is contained in the Terms and Conditions of Use and Sale. Nothing in this Policy prevents you from contacting a competent consumer authority, obtaining legal advice or using any legally available remedy.
14. Changes to this Policy
We may amend this Policy for legal, regulatory, payment-processing, security, technical or commercial reasons. The current version will state its effective and last-updated dates.
A change will not retrospectively remove a refund, cancellation or consumer right that had already arisen. Where a material change affects an existing automatically renewing relationship, we will provide advance notice and any cancellation opportunity required by applicable law.
15. Contact information
All cancellation, billing and refund requests should be directed to:
VELUTTA LTD
71–75 Shelton Street
Covent Garden
London, WC2H 9JQ
United Kingdom
Email: support@velutta.com
The registered office is an administrative correspondence address and is not a customer-service or visitor location.