1. Overview
This Refund Policy explains when askVela Limited refunds payments for askVela subscriptions and AI reply packs. It supplements our Terms of Service. askVela is offered to businesses; mandatory statutory rights – in particular consumer rights, where they apply – remain unaffected.
In short: the trial is free, you can cancel at any time with effect from the end of the billing period, billing errors are always corrected, and our 60-day pays-for-itself guarantee applies.
2. Free trial
New workspaces can test askVela for 14 days free of charge and without payment details. Nothing is charged during or after the trial unless you choose a paid plan.
If you book a paid plan that starts with a trial period, you will not be charged as long as you cancel before the trial period ends.
3. Cancelling a subscription
You can cancel your subscription at any time with effect from the end of the current billing period (see section 9 of the Terms of Service). Until then, you keep full access to your plan.
Fees already paid for the current billing period are not refunded pro rata. This also applies to unused AI replies from the monthly allowance and to a downgrade during a billing period. The exceptions are set out below.
If you delete your workspace, a subscription billed through Stripe ends immediately; this does not give rise to a pro-rata refund either.
4. Pays-for-itself guarantee (60 days)
As promised on our homepage: if, after 60 days, your dashboard shows less attributed revenue than you paid us in that time, we refund the full plan fee – no questions asked, no justification required and no retention call.
The conditions:
• It is measured with the purchase attribution in your own askVela dashboard – the same figure you can check yourself at any time.
• During this period, the chat widget must be live on your website and your store connected (plugin or app). Without a connection, nothing can be attributed.
• The period is the first 60 days after the free trial. We refund the plan fees you paid in that period; AI reply packs are not included.
• The guarantee applies once per customer. Please request it within 30 days after the 60-day period has ended (see section 10).
5. Billing errors and duplicate charges
If you were charged twice, charged an incorrect amount or charged after your cancellation had already taken effect, we refund the incorrect amount in full. Please let us know within 60 days of the charge.
6. AI reply packs
AI reply packs are one-off purchases. Once the credits have been added to your workspace, packs are non-refundable, except in the case of billing errors (section 5).
If a pack was charged through “Top up automatically” and none of its credits have been used, we refund it on request within 14 days of the charge.
Unused pack credits are not paid out; they lapse when your workspace is deleted.
7. Charges billed through Shopify
If you pay for askVela through the Shopify App Store, the charges appear on your Shopify invoice. The rules in this policy apply equally; please send refund requests to us (section 10).
We issue approved refunds through Shopify's billing system. How and when they appear on your Shopify bill is determined by Shopify.
8. Mobile apps
Subscriptions and packs cannot be purchased in our mobile apps. Purchases are made only on askvela.pro or through Shopify, so there are no in-app purchases to refund through the App Store or Google Play.
9. Termination by askVela
If we end your subscription without cause (with 30 days' notice), we refund fees paid in advance for the period after the end of the contract on a pro-rata basis. If we terminate for good cause – for example because of a serious breach of the Terms of Service – there is no refund.
10. How to request a refund
Send an email to info@askvela.pro from the email address of your account, stating the name of your workspace, the invoice number or the date of the charge, and what your request concerns (for example the guarantee or a billing error).
We will reply by email. We pay approved refunds back to the original payment method – for payments on askvela.pro via Stripe – within 14 days of approval. Your bank or card issuer may need additional time to credit the amount.
Please contact us before disputing a charge with your bank; this is usually the quickest way to resolve the issue.
11. Changes and contact
We may update this Refund Policy for the future. The version published here at the time of the charge applies.
askVela Limited, 56 Grange View, England, LS7 4ER · registered with Companies House (England & Wales), company number 15385733 · info@askvela.pro
This policy is written in English. Translations are provided for convenience; in case of doubt, the English version prevails.