You pay one monthly price for your plan (Essentials, Growth, or Elite — current prices at velonyxsystems.com/#pricing and in your SOW). During your first 12 months each payment includes a Build Portion (one-twelfth of the one-time build of your instance) and a Service Portion (that month's hosting, AI usage, and support). After 12 payments the Build Portion is paid off, you can take ownership, and the price drops to the Service Portion.
1. Cooling-off: 48 hours, before kickoff
Cancel within 48 hours of your first payment and before kickoff (no kickoff call held, no assets received, no work started) and everything you paid is refunded — we absorb the card-processing fees. Nothing further is owed.
2. Cancelling during the first 12 months
- Cancel any time, online (portal → Settings → Subscription → Cancel) or by emailing admin@velonyxsystems.com from your account email. No phone call, no notice period.
- Your service runs to the end of the period you have paid for, then stops. Months already used are not refunded or prorated.
- Because your instance was built and financed into your monthly price, the unpaid balance of the Build Portion (Build Portion × months remaining in the 12) is due within 15 days. That is the only early-termination amount — no further Service Portion is charged. Your SOW states your Build Portion.
- If we fail to deliver an instance that meets your SOW within 30 days after the target date for reasons within our control, you may cancel and receive a full refund of everything paid, and no balance is due.
- If you delay the build (inputs not provided), the schedule pauses; the plan and its payments continue as agreed.
3. After month 12
Cancel any time; nothing further is owed after your current paid period. Add-ons follow the same rule.
4. Service credit
If your instance is down for more than 72 consecutive hours for reasons within Velonyx's control (not a Twilio/Meta/Google/Anthropic outage, not your account being suspended by a carrier or platform, not non-payment), we credit that month's Service Portion on request.
- Annual prepay: full refund within 14 days of payment if the year has not started; after that, the unused whole months are refunded on cancellation, minus the discount you received (months used are re-priced at the monthly rate) and any unpaid Build Portion balance.
5. After cancellation
Your data stays exportable for 30 days, and if you have made 12 monthly payments you can request the ownership transfer of your instance instead. Details are in the Terms of Service (Sections 12–13) and the Data Processing Agreement.
6. Chargebacks
Please email us before disputing a charge with your bank. Most billing problems are fixed within a business day. If a chargeback is filed on a charge this policy says is non-refundable, we will respond to the dispute with the signed SOW and delivery records, and the instance may be paused while the dispute is open.
7. How to request a refund
- Email admin@velonyxsystems.com from your account email with your business name and what you are requesting.
- We reply in writing within 2 business days confirming which case above applies.
- Approved refunds are returned to the original payment method within 5 business days (bank posting may take longer).
8. Where this fits
This Refund Policy is Exhibit B to the Master Services Agreement and part of the Terms of Service. If it conflicts with your signed SOW, the SOW controls for that engagement. Consumers in some jurisdictions have rights that this policy cannot limit; where that is the case, those rights apply.
Questions before you commit? Email admin@velonyxsystems.com or call (877) 317-8643.