Refund Policy

We want you to be happy with Velora Connect. This page explains when refunds are and are not available. All amounts are in Sri Lankan Rupees.

1. Setup fees

Setup fees (bundle setup, Connect-only setup, upgrade fees) are non-refundable once onboarding work has started — i.e. after we have connected your WhatsApp number, configured your bot profile or begun a data import. If you cancel before any onboarding work begins, we will refund the setup fee in full.

2. Monthly subscription

Monthly subscription fees are non-refundable for the current billing cycle. When you cancel, the cancellation takes effect at the end of the cycle you have already paid for, and you continue to have access until that date. We do not pro-rate refunds mid-cycle.

3. Annual subscription

Annual plans include two months free and 50% off setup. If you cancel an annual plan mid-term, we will refund the unused whole months at the standard monthly rate minus the value of the discount you already received.

4. Prepaid top-ups

Prepaid AI reply top-ups are non-refundable but unused replies remain on your account for as long as your subscription is active.

5. Meta / WhatsApp fees

We do not process or hold your Meta / WhatsApp fees at any point. Any refund related to Meta charges is between you and Meta, not Velora.

6. Service outages

If Velora Connect is unavailable for more than 24 continuous hours in a calendar month due to a fault on our side, you are entitled to a pro-rata service credit on your next invoice equal to the affected days. Contact us to claim.

7. How to request a refund

Email info@veloraconnect.lk with your business name, the invoice number and the reason for your request. We aim to respond within 3 working days. Approved refunds are returned to the original payment method (bank transfer or PayHere) within 14 working days.