Refund policy
This page covers your money and your Velas: when a purchase is final, when we fix a payment, and when Velas come back on their own.
This page isn't final yet: details marked “To be confirmed” are still to come.
Purchases are final
When you buy Velas, the purchase is final. We don't refund it if you change your mind, whether or not you've spent them.
A broken payment is ours to fix
If your payment went through but the Velas never reached your balance, or you were charged twice for one purchase, that isn't a change of mind: something went wrong on our side, and we fix it. We add the missing Velas, or refund the extra charge to the way you paid.
Write to us with the payment details.
- Support email
- To be confirmed
When Velas come back on their own
If someone declines your request to see their private album, the Velas you spent on the request come back to your balance.
If someone you spent Velas on is banned from Velora, the Velas you spent on them in the 7 days before the ban come back to your balance.