Refund & Cancellation Policy

1. Principles

1.1 One payment, one Order. Each payment relates to one specific Order — one machine for one Term, or one consulting engagement. We do not keep prepaid accounts or account credit, so there is never an unused amount held "on account": whatever is refundable under this policy is returned to you.

1.2 Refunds are made in United States dollars (USD) to the original payment method only — the same card or bank account you paid from. We cannot refund to a different card, account or person, and we do not offer refunds in the form of credit towards future Orders.

1.3 Refund amounts are calculated on the price of the Order excluding taxes; any tax charged is refunded in the same proportion.

2. Cancelling before provisioning

2.1 You may cancel a Compute Order at any time before we send the access details, for any reason, by e-mail to info@velacompute.ai quoting the Order number.

2.2 A cancellation under 2.1 is refunded in full: 100% of the amount paid.

3. If we cannot provision

3.1 If we cannot make the ordered machine available at the start time stated in the Order Confirmation, we tell you as soon as we know and offer, at your choice, (a) a replacement machine of equal or better specification for the same Term at the same price, or (b) a full refund.

3.2 If the access details have not been sent within 48 hours after the confirmed start time and you have not accepted a replacement, we refund the Order in full without you needing to ask.

4. Ending a Compute Order early

4.1 After provisioning, you may end a Compute Order at any time by e-mail quoting the Order number. The termination time is the time your e-mail reaches our mail system; you do not need to wait for a reply.

4.2 We refund the unused part of the Term, calculated in whole hours:

refund = (Order price ÷ number of hours in the Term) × number of whole hours remaining after the termination time

Example: a 72-hour Order priced at USD 55 is ended after 30 hours and 20 minutes. 41 whole hours remain. The refund is 55 ÷ 72 × 41 = USD 31.32.

4.3 Access is withdrawn and the machine is wiped at the termination time. Export your data before you send the termination notice.

4.4 Time already elapsed is not refundable, including time during which you did not use the machine.

5. Service failures during the Term

5.1 If a machine becomes unavailable, or does not materially match the specification in your Order Confirmation, report it by e-mail or telephone as soon as possible, quoting the Order number and describing the problem. Reports must be made during the Term.

5.2 Where the problem is on our side we will, at your choice: (a) restore the machine and extend the Term by the period of unavailability; (b) provide a replacement of equal or better specification for the remainder of the Term plus the period of unavailability; or (c) end the Order and refund the unused part of the Term calculated under 4.2, plus the period of unavailability before your report.

5.3 If we cannot restore or replace the machine within 4 Business Hours of your report, option 5.2(c) applies automatically unless you tell us that you prefer to wait.

5.4 Problems caused by your own software, configuration, workloads or credentials, or by your own network, are not service failures and do not give rise to a refund. We will still help where we can.

6. Consulting Orders

6.1 You may cancel a Consulting Order before work has started for a full refund.

6.2 After work has started you may cancel at any time; we refund the price of the hours not yet worked, as recorded in our time log, which we share with you on request. Deliverables already provided remain yours to use.

7. What is not refunded

1. Time already elapsed on a Compute Order (4.4).
2. The remaining Term of an Order terminated by us because of your material breach of the Terms of Service, including the acceptable use rules in section 8 of the Terms.
3. Consulting hours already worked.
4. Currency conversion differences and fees charged by your own bank or card issuer.

8. Duplicate or mistaken payments

If you pay twice for the same Order, or pay an amount that does not correspond to an Order Confirmation, tell us and we refund the excess in full to the original payment method.

9. How to request a refund and how long it takes

9.1 Send your request to info@velacompute.ai from the e-mail address named in the Order, quoting the Order number and, for service failures, the time and nature of the problem. You may also call +971 55 767 7835 during Business Hours.

9.2 We acknowledge every request within 1 Business Day and decide it within 5 Business Days. If we need more information we ask for it within the same period.

9.3 Approved refunds are instructed to our payment service provider or bank within 2 Business Days of the decision. Card refunds normally appear on your statement within 5 to 10 Business Days after that, depending on your card issuer; bank transfer refunds normally arrive within 3 to 7 Business Days.

9.4 Refund requests must reach us within 30 days after the end of the Term, or within 30 days after the cancellation for cancelled Orders. Later requests are considered at our discretion.

10. Payment disputes

If you are considering a chargeback or payment dispute, please contact us first. Most issues can be settled faster, and in full, directly with us. We respond to every dispute-related enquiry within 2 Business Days.

11. Changes to this policy

We may update this policy from time to time. The version in force when an Order is formed applies to that Order.