Refund Policy

1. Overview

This Refund Policy governs all purchases of virtual tokens on the Veltrune platform. Veltrune tokens are virtual in-app currency with no monetary value outside the platform. Because token packages are digital goods that are instantly delivered upon purchase, our refund policy is limited but fair.

2. Digital Goods — General Policy

Token purchases are for digital goods that are delivered immediately upon payment confirmation. As a result, all token purchases are generally non-refundable once the tokens have been credited to your account.

By completing a token purchase, you acknowledge that you are purchasing a digital product and that delivery is instant and complete at the time of payment.

3. Eligible Refund Situations

We will issue a full refund in the following circumstances:

• Duplicate charge: You were charged more than once for the same transaction due to a payment processing error.
• Tokens not delivered: Your payment was processed successfully but the tokens were not credited to your account within 24 hours.
• Unauthorized transaction: You did not authorize the charge and reported it within 7 days of the transaction date.
• Technical failure: A verified platform error on our end directly caused a loss of tokens you had not yet used.

4. Non-Refundable Situations

Refunds will not be issued for:

• Tokens that have been staked on one or more goals.
• Tokens that were locked as a result of a missed goal.
• Dissatisfaction with the outcome of a partner's goal review.
• Changing your mind after tokens have been credited to your account.
• Accounts suspended or terminated for violation of our Terms of Service.

5. How to Request a Refund

To request a refund, contact us at support@veltrune.com within 14 days of your purchase date. Please include:

• The email address associated with your Veltrune account.
• The transaction date and approximate amount.
• A clear description of the issue.

We aim to respond to all refund requests within 5 business days. Approved refunds will be processed back to your original payment method within 10 business days.

6. Chargebacks

If you initiate a chargeback with your bank or card issuer without first contacting us, we reserve the right to suspend your account pending investigation. We encourage you to reach out directly — most issues can be resolved quickly without a dispute.

7. Paddle as Merchant of Record

All token purchases are processed by Paddle, our payment processor and merchant of record. Paddle handles payment processing, invoicing, and VAT/tax compliance on our behalf. Refund requests are ultimately approved by Veltrune but may be processed through Paddle's systems.

8. Changes to This Policy

We may update this Refund Policy from time to time. The updated policy will be posted on this page with a revised "Last updated" date. Your continued use of the Service after changes constitutes acceptance of the revised policy.

9. Contact Us

Questions about our Refund Policy? Reach us at support@veltrune.com.