Velar primarily provides digital products, software solutions, consultations, and project-based services. Because our work is delivered digitally or through agreed service milestones, refund and exchange handling depends on the nature of the purchase and the work already performed.
Digital Services and Project Work
Once a consultation, strategy session, technical implementation, custom design, development sprint, or other service engagement has started, completed work and consumed service time are generally non-refundable.
Before Work Begins
If a client makes a payment and requests cancellation before any work, delivery, onboarding, or resource allocation has started, Velar may review the case and issue a partial or full refund where appropriate.
Custom and Reserved Work
Payments made for custom projects, retained capacity, dedicated team allocation, discovery phases, or milestone-based execution may not be refundable once those resources have been scheduled or committed.
Subscription or License-Based Solutions
If Velar provides access to a subscription-based or licensed digital product, refund eligibility, if any, will be governed by the terms presented at the time of purchase or in the applicable service agreement.
Service Adjustments
Where an exchange is not applicable because no physical goods are involved, Velar may, at its discretion, offer alternatives such as rescheduling, service credit, scope adjustment, or another commercially reasonable resolution.
Refund Request Process
To request a review, the client should contact Velar with payment details, service information, and the reason for the request. Each case is assessed individually based on the agreement, delivery stage, and work already completed.
Payment Gateway Compliance
This policy exists to clarify that Velar operates as a digital-services and technology business, and that exchange or refund decisions are evaluated according to the nature of non-physical service delivery.