Refund, cancellation, and billing review policy.

This Refund Policy explains how refund, cancellation, and billing support requests are handled for VELIO paid features.

VELIO is a personal beauty direction system that provides non-diagnostic, evidence-aware makeup guidance. Paid features may include Tomorrow Strategy and other Pro experiences.

This policy applies to purchases made through VELIO checkout or an approved VELIO payment provider.

You may cancel your subscription to stop future renewals.

Cancellation does not automatically refund charges that have already been completed, unless required by applicable law or approved under this Refund Policy.

After cancellation, Pro access may remain available until the end of the current paid subscription period, unless otherwise stated at checkout or required by the payment provider.

If you believe you were charged incorrectly, purchased by mistake, experienced a duplicate charge, or could not access Pro features after payment, contact us at support@veliostudio.com.

Please include the billing email used at checkout, the payment email if different, the approximate purchase date, the plan type, and a short description of the issue.

Refund requests are reviewed based on payment status, subscription status, account access history, technical issue details, applicable law, and payment provider rules.

For a first-time Pro subscription purchase, you may request a refund within 14 days of the initial purchase date.

A refund request may be denied if there is evidence of substantial use, abuse, repeated refund behavior, policy violation, or circumstances that make the request ineligible under payment provider rules.

Nothing in this policy limits any refund rights you may have under applicable consumer protection laws.

Subscription renewals are generally not refundable once the renewal charge has been completed, unless required by applicable law or approved by VELIO after review.

If you do not want your subscription to renew, you should cancel before the next billing date.

If you believe a renewal charge happened because of a technical issue or billing error, contact support as soon as possible.

If you see a duplicate charge, incorrect charge, or a payment that does not match the plan you selected, contact support@veliostudio.com.

We may ask for basic payment details such as the checkout email, date, amount, plan type, and payment provider receipt information so we can investigate.

If a duplicate or incorrect charge is confirmed, we will work to correct the issue through the payment provider.

If your payment was completed but Pro access does not appear in VELIO, contact support@veliostudio.com with the email used at checkout.

We will review your entitlement status and payment confirmation. If the issue is caused by a VELIO system problem, we will work to restore access or evaluate an appropriate refund or account adjustment.

Please do not create multiple accounts or repeated payments while waiting for support, as this may make the issue harder to resolve.

Refunds may be denied for completed subscription periods, substantial use of Pro features, violation of the Terms of Service, abuse of the refund process, or requests made after the applicable refund window.

Refunds may also be denied when the issue is caused by user device limitations, network conditions, unsupported browser behavior, or information entered incorrectly at checkout, unless required by applicable law.

This does not limit rights that cannot be waived under applicable law.

If a refund is approved, the payment provider or financial institution will process the return of funds according to its own timeline.

VELIO cannot guarantee the exact date funds will appear in your account after a refund is initiated.

Processing times may vary by payment method, bank, region, and payment provider.

If you have a billing issue, we encourage you to contact VELIO support first so we can investigate and help resolve the issue quickly.

Opening a chargeback or payment dispute may cause payment provider review, temporary account restrictions, or delayed resolution while the dispute is investigated.

VELIO reserves the right to suspend or limit paid feature access when a payment is reversed, disputed, or cannot be verified.

VELIO provides personalized makeup direction and beauty guidance. It does not guarantee a specific makeup result, skin outcome, product compatibility, or personal satisfaction result.

Makeup performance can vary depending on technique, product condition, environment, weather, wear time, user preference, skin condition, and other factors outside VELIO control.

VELIO is not a medical, dermatology, skin diagnosis, treatment, or health advice service.

For refund, cancellation, billing, Pro access, or account support, contact support@veliostudio.com.

To help us review your request, include your billing email, checkout email if different, payment date, plan type, and a brief explanation of the issue.