Refund & Cancellation Policy
Guidelines governing direct Veyro SaaS subscription billing, cancellation workflows, dispute resolution, and clarifying non-custodial merchant settlement boundaries.
1. Introduction & 2. Scope of This Policy
This Refund and Cancellation Policy explains the terms governing subscription cancellations, payment refunds, billing disputes, and related commercial matters for Veyro's paid Services.
Veyro is a developer-first payment orchestration and payment operations platform that enables businesses to connect and manage their own payment service provider accounts through a unified software layer.
- Veyro monthly and annual SaaS subscription fees.
- Paid developer and enterprise platform tier upgrades.
- Additional software connectors or operational add-ons.
- Invoices issued directly by Veyro Labs Private Limited.
- Payments made by end-consumers to merchant storefronts.
- Refunds for commercial transactions processed via merchant gateways.
- Disputes or chargebacks managed by banks or card schemes.
- Decisions made independently by third-party processors.
3. Understanding Veyro's Payment Model
Veyro operates strictly as a technology software platform. Customers connect their own independent payment provider accounts. The connected provider handles transaction authorization, settlement, and customer refunds. Veyro does not hold, pool, or escrow merchant funds. Consequently, Veyro does not process customer refunds for payments made to your business; those refunds are issued directly through your connected gateway.
4. Subscription and Billing Terms
Paid Veyro plans are billed in advance on a recurring monthly or annual basis as disclosed during checkout and in our Pricing Schedule. Subscriptions renew automatically at the start of each billing period unless cancelled. Applicable taxes (such as GST or VAT) are calculated based on your corporate billing residency.
5. Refund Eligibility for Direct SaaS Fees
Veyro considers refund requests for direct subscription charges in the following circumstances:
Charges duplicated due to gateway timeouts or billing system synchronization errors are refunded immediately upon verification.
Amounts invoiced that exceed the published checkout tier pricing will be adjusted or refunded.
Unintended charges originating from platform backend bugs are promptly reimbursed.
Outages covered under an executed Enterprise Service Level Agreement (SLA) qualify for applicable billing credits or refunds.
6. Non-Refundable Situations
Subject to mandatory statutory consumer protections, subscription fees are generally non-refundable in the following scenarios:
- Change of mind after completing subscription checkout.
- Lack of platform usage or dormant accounts during an active paid billing period.
- Failure to cancel renewal before the automated billing date.
- Inability to operate due to third-party payment gateway rejection, suspension, or risk underwriting denials.
- Account suspension or termination resulting from violations of our Acceptable Use Policy or Terms of Service.
7–8. Free Trials, Auto-Renewal & Cancellation
Where offered, promotional trials expire automatically at the conclusion of the stated period. Conversion to a paid subscription requires explicit authorization.
You can cancel your subscription renewal at any time directly through the Veyro dashboard settings (Workspace > Billing > Cancel Subscription) or by emailing billing@veyro.com. Upon cancellation, paid features remain active until the conclusion of the prepaid billing cycle.
10–12. Refund Request Procedure & Timelines
To submit a billing refund request for Veyro subscription charges, contact our finance team:
Please include your registered account email, business entity name, invoice number, charge timestamp, and clear rationale. Do not send card numbers or security credentials.
13. Chargebacks and Billing Disputes
If you believe a subscription charge was made in error, we encourage you to contact our billing team first to resolve the matter directly. Veyro cooperates with card networks and banks by submitting complete invoice histories, login telemetry, and contract records. Abusive or fraudulent chargebacks may result in immediate workspace suspension.
15. Merchant Customer Refunds (Your Shoppers)
Merchants using Veyro to route customer transactions are exclusively responsible for establishing, publishing, and executing their own customer refund policies. Veyro provides the technical API endpoints (`/v1/payments/:id/refund`) to trigger refund calls to your connected gateway, but does not adjudicate consumer return disputes or advance capital.
16–18. Plan Changes & Termination
Tier upgrades take effect immediately with prorated adjustments. Downgrades take effect at the conclusion of the active billing cycle.
Accounts terminated for fraud or material violations of Veyro policies forfeit prepaid subscription fees for the unexpired portion of the term.