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PDFVelora

Refund policy

This policy explains how cancelling works for PDFVelora's paid plans, when we give refunds and how to ask for one. It completes the "Subscriptions and payment" section of our terms. PDFVelora is operated by Amine AIT EL GHACHI ("we", "us").

Nothing in this policy limits your statutory rights. If the law that applies to you as a consumer gives you a right to a refund, a withdrawal or another remedy, you keep it, whatever this policy says.

Plans and payment

PDFVelora has a free plan and two paid plans, Pro and Business. Each paid plan is a subscription billed monthly or yearly, paid in advance. Business is billed per seat, with between 2 and 100 seats. What each plan includes and its current price are shown on the pricing page.

Our order process is conducted by our online reseller Paddle.com. Paddle.com is the merchant of record for all our orders: you buy your subscription from Paddle, which charges you, collects any sales tax or VAT, and issues your receipts and invoices. You pay in Paddle's secure checkout, which opens on our pricing page, by card, PayPal or another method offered in your country. Prices are listed in US dollars; at checkout, Paddle may show and charge the equivalent in your local currency, and taxes may apply. You see the exact amount before you pay. We don't receive or store your card or payment details. Paddle's buyer support at paddle.net can also help with any order.

Cancelling your subscription

You can cancel at any time from Dashboard → Billing, which opens Paddle's customer portal. Cancellation takes effect at the end of the period you have already paid for (the current month or year):

  • you keep your paid plan until then;
  • your subscription doesn't renew and you aren't charged again;
  • your account then moves to the Free plan. Your saved files are not deleted, but if they exceed the Free plan's storage you won't be able to save new files until you free up space.

Cancelling doesn't refund the current period by itself: see "Unused time" below.

We email you 3 days before every renewal, monthly or yearly, with the renewal date and the amount that will be charged, so you can cancel in time if you don't want to continue. No reminder is sent once you have cancelled. Your Billing page always shows your next renewal date.

Changing plan or seats

When you change plan, billing interval or (on Business) the number of seats from the Billing page, you see what the change costs before confirming. The change takes effect right away: the difference for the rest of the current period is charged at once to your saved payment method. An amount in your favour, for example after moving to a cheaper plan or removing seats, is kept as a credit for your next payments; it isn't paid back to your card.

Deleting your account

Deleting your account (from your account settings, after you confirm by email) cancels your subscription at Paddle immediately, not at the end of the period. Your paid plan ends with your account, and you aren't charged again.

The rest of the period you have paid for is lost, and it isn't refunded automatically. If you think you are entitled to a refund under this policy, ask for it before you delete your account. If you only want to stop paying, cancel your subscription instead: you keep your plan until the end of the period.

Unused time

Because you keep your plan until the end of a period you cancel, we don't refund payments already made for the time you don't use, monthly or yearly, except where this policy says otherwise, where the law requires it or where we agree to it. [To be decided: confirm "no prorated refunds for unused time" as the default, or offer prorated refunds in some cases.]

Refunds of a first purchase

If you aren't satisfied with your first paid subscription, you can ask for a full refund of your first payment within [X] days of that payment. This applies once per customer, and not to renewals. [To be decided: whether to offer this refund window at all, its length ([X] days), and whether it covers both monthly and yearly plans.]

Yearly plans

Yearly plans follow the same rules as monthly plans: you can cancel at any time, and you keep your plan until the end of the year you have paid for. [To be decided: either no refund after a yearly renewal (same as monthly), or a full refund if you ask within [X] days after a yearly renewal and haven't used the paid features since.]

Right of withdrawal (consumers in the EU and the UK)

If you are a consumer living in the European Union or the United Kingdom, you generally have the right to withdraw from an online contract within 14 days of concluding it, without giving a reason. For a PDFVelora subscription, the 14 days start on the day you subscribe. This right concerns your first subscription, not its automatic renewals, and it doesn't apply if you subscribe for business purposes.

To withdraw, tell us within the 14 days, through the contact form or by email to pdfvelora@gmail.com, with a clear statement that you are withdrawing. We refund you within 14 days of receiving your statement, using the payment method you used to pay.

Under these rules, when a service starts during the withdrawal period at the consumer's express request, the consumer can be asked to pay for the part of the service provided before withdrawing. [To be decided: our checkout does not currently ask you to request that the service starts immediately, nor to acknowledge how that affects your right of withdrawal. Until such a step is added, the suggested approach is to refund the full payment to consumers who withdraw within 14 days. Decide whether to add this request and acknowledgement at checkout, and how refunds are calculated afterwards (full refund or proportionate amount).]

Charges we always refund or credit

Whatever the plan, we refund in full, on request:

  • a payment charged twice for the same period (duplicate charge);
  • a payment charged after your cancellation took effect, or after your account was deleted;
  • an amount charged by mistake, such as a wrong plan or wrong number of seats caused by an error on our side;
  • a payment that was collected even though it was shown as failed and your plan ended.

If a serious outage prevents you from using the paid features of PDFVelora for a significant time, we give you a credit or a refund in proportion to the time lost, on request. [To be decided: the threshold that counts as a significant outage (for example more than [X] consecutive hours), and whether the remedy is a credit on the next invoice or a refund.]

As our terms explain, we also refund the remaining part of your subscription if we significantly reduce a paid plan you have already paid for and you cancel because of it, where the law requires it, or if we close a paid account without cause on your part.

Chargebacks

If you don't recognise a charge or think you were charged wrongly, please contact us first: most problems are solved faster this way. If you dispute a payment with your bank (chargeback), Paddle, as the merchant of record, handles the dispute and we may send Paddle the information it needs about your subscription and its use. If the dispute is decided in your favour, the amount is returned to you by your bank and isn't refunded a second time. [To be decided: whether paid features are suspended while a chargeback is open, and what happens to the account if a chargeback is found to be unjustified.]

How to request a refund

Send us a request through the contact form, choosing the "Billing" category, or write to pdfvelora@gmail.com. Please include:

  • the email address of your PDFVelora account;
  • the date and amount of the payment concerned;
  • the reason for your request.

We answer within [X] business days. We may ask you for information to confirm that the payment is yours.

How refunds are paid

Refunds are issued by Paddle to the payment method you used, in the currency you were charged in, including any taxes charged with the payment. Refunds usually appear on your statement within 5 to 10 business days, depending on your bank or card issuer. If you paid with a promotion code, we refund the amount you actually paid.

When we refund the payment for the current period in full, your paid plan ends and your account moves to the Free plan.

Changes to this policy

We may update this policy, for example when we change our plans or when the law changes. The date at the top of this page shows the latest version. A change applies to payments made after it takes effect.

Contact

For any question about this policy or a payment, use the contact form or write to pdfvelora@gmail.com. You can also read our terms and our pricing.