Velqa runs on prepaid credits purchased in advance. These credits are added to the account balance and then consumed based on actual API usage and the models called through the gateway.
Unused credits may be refunded within 14 days of purchase, subject to anti-fraud checks and any fees imposed by the payment provider.
Plan subscriptions (monthly or annual) follow a separate rule: cancellation takes effect at the end of the period already paid for, with no pro-rata refund. The only exception is a substantial quota reduction or a model withdrawal announced mid-term, which entitles an annual subscriber to cancel and obtain a pro-rata refund for the months not started (section 6 of the Terms of Sale).
Credits already consumed, as well as any properly delivered usage, are non-refundable. This includes successful requests, even when the volume consumed results from a configuration or an API key controlled by the user.
In the event of an incident attributable to Velqa — such as proven non-delivery, a clearly erroneous charge, or an outage affecting a recent purchase — we may offer a partial refund or compensation in the form of credits.
Any refund request must be sent to support with the account email, the purchase date, the amount concerned, and a precise description of the incident. We may request additional information to verify payment and consumption logs before deciding.