Refund Policy

Overview

At Avrae, we strive to provide exceptional products and services. This Refund Policy outlines the terms and conditions under which refunds may be issued. Please review this policy carefully before making a purchase.

Eligibility for Refunds

Subscription Services

Monthly Subscriptions

  • Refunds are available within 14 days of your initial purchase
  • Cancellations after the 14-day period will not receive a refund for the current billing cycle
  • Your service will remain active until the end of the paid period
  • No refunds for partial months of service

Annual Subscriptions

  • Refunds are available within 30 days of purchase
  • After 30 days, refunds will be prorated based on unused months of service, minus a 15% administrative fee
  • Minimum usage fees may apply for enterprise plans

Trial Periods

  • Free trials can be canceled at any time without charge
  • If you cancel before the trial ends, you will not be charged
  • Once a trial converts to a paid subscription, standard refund policies apply

One-Time Purchases

Digital Products and Services

  • Refunds available within 30 days of purchase if the product has not been accessed or downloaded
  • Once digital content is accessed, downloaded, or used, it is non-refundable unless defective
  • Custom or personalized services are non-refundable once work has commenced

Physical Products

  • Items must be returned within 60 days of delivery
  • Products must be unused, in original packaging, and in resalable condition
  • Shipping costs are non-refundable unless the return is due to our error
  • Return shipping costs are the responsibility of the customer

Non-Refundable Items and Services

The following are not eligible for refunds under any circumstances:

  • Setup fees and onboarding charges
  • Custom development or consulting services after delivery
  • Third-party integrations or add-ons
  • Domain name registrations or renewals
  • Training sessions that have been attended
  • Promotional or discounted items marked "final sale"
  • Gift cards or promotional credits

Refund Process

How to Request a Refund

To request a refund, please follow these steps:

  1. Contact Support: Email our support team at support@getavrae.com or call +447424700533
  2. Provide Information: Include your order number, purchase date, and reason for the refund request
  3. Await Review: Our team will review your request within 3-5 business days
  4. Receive Decision: You will be notified via email of the approval or denial

Required Information

Please provide the following when requesting a refund:

  • Full name and contact information
  • Order or invoice number
  • Date of purchase
  • Detailed reason for refund request
  • For physical products: photos of defective or damaged items

Processing Time

Once your refund is approved:

  • Credit/Debit Cards: 5-10 business days
  • PayPal: 3-5 business days
  • Bank Transfers: 7-14 business days
  • Original Payment Method: Refunds are issued to the original payment method used

Exceptions and Special Circumstances

Defective Products or Services

If you receive a defective product or service that does not perform as advertised:

  • Contact us immediately with details and evidence of the issue
  • We will work to resolve the issue through replacement, repair, or refund
  • Extended refund windows may apply for defective items

Technical Issues

If you experience technical issues that prevent you from using our service:

  • Contact support for troubleshooting assistance
  • If issues cannot be resolved, a refund may be issued at our discretion
  • Downtime credits may be provided as an alternative to refunds

Force Majeure

Refunds may not be available for service interruptions caused by events beyond our control, including:

  • Natural disasters
  • Government actions or regulations
  • Third-party service provider failures
  • Internet or telecommunications outages

Subscription Cancellations

How to Cancel

  • Log into your account and navigate to subscription settings
  • Contact customer support for assistance
  • Submit cancellation request at least 24 hours before renewal date

Cancellation Terms

  • Cancellations take effect at the end of the current billing period
  • No refunds for unused time in the current billing cycle (except during applicable refund windows)
  • Reactivation may require a new setup fee
  • Data may be retained for 30 days after cancellation, then permanently deleted

Chargebacks

Important Notice: If you dispute a charge with your bank or credit card company (chargeback) instead of contacting us directly:

  • Your account will be immediately suspended
  • A chargeback fee may be applied
  • You may be required to pay the disputed amount plus fees before service restoration
  • Repeated chargebacks may result in permanent account termination

We strongly encourage you to contact us first to resolve any billing concerns.

Exchanges

For physical products, exchanges are available under the following conditions:

  • Request exchange within 30 days of delivery
  • Product must be unused and in original condition
  • Exchanges subject to product availability
  • Price differences must be paid or refunded accordingly

Promotional Offers and Discounts

  • Refunds for promotional purchases are issued at the discounted price paid
  • Promotional credits or gift cards used in a transaction are not refundable for cash
  • If a refund is issued, promotional discounts are forfeited

Changes to Pricing

  • If we decrease the price of a service or product within 30 days of your purchase, contact us for a price adjustment
  • Price adjustments do not apply to promotional or limited-time offers

Enterprise and Custom Agreements

Enterprise clients with custom contracts should refer to their specific Service Level Agreement (SLA) for refund terms, which may differ from this standard policy.

Warranty Disclaimers

Our services and products are provided "as is" without warranties of any kind, except as explicitly stated. This refund policy does not extend any warranties beyond those legally required.

Contact Information

For refund requests or questions about this policy:

Velaro Customer Support
Email: support@getavrae.com
Phone: +447424700533
Hours: Monday - Friday, 9:00 AM - 6:00 PM

Billing Department
Email: billing@getavrae.com

Policy Updates

We reserve the right to modify this refund policy at any time. Changes will be effective immediately upon posting to our website. Your continued use of our services after changes constitutes acceptance of the updated policy.

Governing Law

This refund policy is governed by the laws of [Your Jurisdiction] without regard to conflict of law provisions.