01Overview
- VELDEN Apps are sold through Apple’s App Store. Apple processes every payment and decides every refund request under its own policies.
- Client services are invoiced directly by VELDEN under a written Agreement. Refunds follow this policy unless your Agreement says otherwise.
- Joining the waitlist is free, so there is nothing to refund.
02App Store purchases
Because purchases and subscriptions in VELDEN Apps are billed by Apple, VELDEN cannot issue refunds for App Store purchases directly, and we do not have access to your payment details. To request a refund:
- visit reportaproblem.apple.com and sign in with your Apple Account;
- choose “Request a refund,” select the reason and the VELDEN purchase; and
- submit the request. Apple will review it and contact you about the outcome.
If something in one of our apps is not working as expected, please also write to us at hello@veldenllc.com. We are happy to help and to fix the problem.
03Cancelling a subscription
You can cancel an auto-renewing subscription at any time. On iPhone or iPad, open Settings, tap your name, then Subscriptions, choose the VELDEN App and tap Cancel Subscription. To avoid being charged for the next period, cancel at least 24 hours before the current period ends. After cancelling, you keep access to paid features until the end of the period you have already paid for. Deleting an app does not cancel its subscription.
04Client projects: initial payment
Most projects begin with an initial payment, typically 40% of the project fee, that reserves our schedule and covers discovery and planning.
- If you cancel within five business days of making the initial payment and before any work has started, we refund it in full.
- After work has started, the initial payment is applied to the work performed. Any portion that exceeds the value of the work completed at the time of cancellation is refunded.
05Client projects: milestones
- Payments for milestones that you have approved, or that are deemed accepted under your Agreement, are non-refundable.
- If a deliverable does not substantially meet the agreed specification, tell us in writing during the review period. We will correct it at no extra cost. If we cannot correct it within a reasonable time, you are entitled to a refund of the amount paid for that deliverable.
- If we are unable to complete a project for reasons within our control, we refund all amounts paid for work not yet delivered.
06Cancelling a project
You may cancel a project at any time with written notice. You pay only for work performed up to the date of cancellation, calculated as described in your Agreement, and any prepaid amount above that is refunded. On cancellation we deliver all completed work that has been paid for. If VELDEN cancels a project, we refund all amounts paid for work not yet delivered.
07Care plans
Care plans are billed monthly in advance and can be cancelled with 30 days’ written notice. Cancellation takes effect at the end of the notice period. Partial months are not refunded, except where we have failed to provide the plan’s services during that month, in which case we refund the fee for that month.
08Third-party costs
Costs paid to third parties on your behalf, such as domain registrations, hosting subscriptions, licensed fonts, stock assets or Apple Developer Program fees, are governed by those providers’ refund terms and are not refundable by VELDEN once purchased. We always ask for your approval before incurring them.
09How to request a refund
For client services, email hello@veldenllc.com with your name, company, invoice number and the reason for your request. We acknowledge requests within two business days and aim to reach a decision within five business days. Approved refunds are issued to the original payment method within ten business days.
If you disagree with a decision, please reply to us before opening a dispute with your bank or card issuer. Most concerns can be resolved quickly and directly.
10Changes to this policy
We may update this policy from time to time. The version in effect on the date of your purchase or Agreement applies to that purchase or Agreement.