Refund Policy.

1. Who you buy from

Paddle is the merchant of record for every purchase on Veelo. When you buy a Mission Pass, subscribe to the Organiser plan or add a participant pack, the sale is made by Paddle. Paddle issues your receipt and invoice, and Paddle appears on your card or bank statement. Paddle's buyer terms and refund policy apply to the transaction alongside this policy.

Refunds are issued by Paddle to the payment method used at checkout. We never see or store your card details.

2. What you can buy

• Mission Pass: a one-time purchase that covers a single mission. The pass is used when the mission first goes live and covers it for up to 50 participants for 14 days from that first start.
• Organiser subscription: a recurring plan billed monthly or yearly. It renews automatically until you cancel it. There is no trial period.
• Participant pack: a one-time purchase of 10 extra participant places, applied to the pass it is bought for or to the current month of a subscription.

Prices are shown excluding VAT. Tax is added at checkout based on your location. A refund returns the full amount paid, including tax.

3. Mission Passes

A Mission Pass is refundable in full within 14 days of purchase as long as it has not been used. A pass is used the moment a mission goes live with it.

Once a mission has gone live on a pass, the pass is not refundable. This includes missions that end early, missions that run with fewer than 50 participants, and missions that are not restarted before their 14-day window closes.

An unused pass stays on your organisation until you use it on a mission.

4. Subscriptions

You can cancel at any time from the Subscription tab in your organiser dashboard, where Manage billing opens your Paddle billing portal. Cancelling stops the next renewal. Your plan stays active until the end of the month or year you have already paid for, and the remaining part of that period is not refunded.

If you subscribe and no mission goes live under the subscription within 14 days of the first payment, we refund that first payment in full on request.

Renewal payments are not refundable once the new period has started. If a renewal was charged and you believe it should not have been, contact us within 14 days of the charge and we will review it.

5. Participant packs and auto-extend

A participant pack raises your limit as soon as the payment completes, so packs are not refundable once applied.

If you turn on auto-extend, we charge the payment method stored with your subscription for one pack each time your monthly participant limit is reached, up to 5 packs per month. Packs bought by auto-extend are not refundable. You can turn auto-extend off at any time from the Subscription tab.

6. How to request a refund

Email support@veelo.me from the address you used at checkout and include the Paddle receipt or transaction reference. We reply within two business days.

Approved refunds are issued by Paddle to the original payment method and usually appear within 5 to 10 business days, depending on your bank.

7. Your statutory rights

Nothing in this policy limits the rights you have under the consumer law that applies to you. If you buy as a consumer in the EU, the EEA or the UK, you have a 14-day right of withdrawal. By taking a mission live with a pass, or by using the Organiser plan, within that period, you ask us to start providing the service immediately and acknowledge that the right of withdrawal no longer applies to what has been provided.

Paddle may also review a refund request under its own refund policy.

8. Contact

Questions about this policy, or about a payment: