Introduction
This Cancellation & Refund Policy explains how Velonex handles cancellation and refund requests for digital services and consultations purchased through the Velonex website.
This policy should be read with the Terms & Conditions and the Service Policy.
Consultation booking and booking fees
When payment is completed and a consultation booking is confirmed, a slot is reserved in the consultation schedule for the customer. Therefore, consultation booking fees are non-refundable if the customer cancels the appointment or does not attend at the agreed time, subject to any mandatory rights applicable law may grant and that cannot be waived.
Inability to provide the consultation on our side
If Velonex cannot provide a paid consultation on its side, the customer will be contacted to reschedule without additional fees or to refund the paid amount, depending on the situation.
Non-attendance
The customer is responsible for attending or being available via the agreed communication method at the scheduled time. Customer non-attendance or unavailability at the scheduled time may result in the slot being treated as used, because time was reserved in advance.
Rescheduling
The customer may contact us to request rescheduling. Reschedule requests depend on availability and appointment circumstances, and are not confirmed until Velonex confirms them. No reschedule fee is currently charged.
Digital service cancellations and refunds
Cancellation before work starts
A cancellation request may be reviewed if work on the purchased digital service has not started.
Cancellation after work starts
Once work has started, refund eligibility may depend on work already completed, resources committed to the project, and any deliverables already provided.
Completed or delivered work
Completed or delivered work is generally not refundable solely because the customer changes their mind. Velonex will still review circumstances that may justify an appropriate resolution under this policy or applicable mandatory consumer rights.
Velonex unable to provide the purchased service
If Velonex is unable to provide the purchased service, the customer may be eligible for a refund or another appropriate resolution based on the circumstances.
Materially defective or non-conforming delivery
The customer may request a review if delivered work materially differs from the agreed scope. Where appropriate, Velonex may first have a reasonable opportunity to correct the issue.
Customer-caused delays
Delays caused by missing information, approvals, files, feedback, or customer responses do not automatically create refund eligibility.
Duplicate payment or incorrect amount
If a payment is duplicated or an incorrect amount is charged, please contact Velonex so the transaction can be reviewed and corrected when verified.
Refund amount
When a refund is approved, the amount may take into account whether work has started, work already completed, delivered items, resources already committed, the circumstances of the request, and any applicable mandatory consumer rights.
Requesting a review
To request a review of a payment, cancellation, or refund situation, email Velonex at info@velonexgroup.net or use the Contact us page.
Please provide the order or reference number, the purchased service or consultation, the reason for the request, and relevant supporting information if needed. Do not send a full card number, security code, password, or other sensitive payment credentials.
Refund requests will be reviewed as promptly as reasonably practicable.
If a refund is approved, the time for funds to appear may depend on the customer's bank or payment provider.
Limits of this policy
This policy does not impose an absolute ban on refunds in every circumstance. It does not limit or waive any mandatory rights available to customers under applicable law that cannot be waived.