Refund & Cancellation Policy

Last updated: 15 July 2026

This Refund & Cancellation Policy explains how payments, refunds, and cancellations work on Vellux (the "Service" or "Platform"), the AI image and video generation platform at vellux.ai. It forms part of, and must be read together with, our Terms of Service, Privacy Policy, and Content Policy. Defined terms (such as "Credits", "Generator", "Outputs", and "Gallery") have the meaning given in the Terms of Service.

Vellux is operated by Dennis Müller, c/o Anibarro, Unit #152, Route de Saint-Cergue 24Bis, 1260 Nyon, Switzerland ("Vellux", "we", "us", "the operator").

1. Who you buy from (merchant of record)

Purchases on vellux.ai — Credit packs and premium subscriptions — are made in one of two ways, depending on the payment setup in place when you buy:

• Directly from the operator. The operator is then the merchant of record: you contract with the operator for the purchase, and the operator is responsible for fulfilment, billing, applicable VAT, and refunds under this Policy. Card and other payments are handled on our behalf by a third-party payment provider (a specialist processor).
• Through a payment partner or distribution platform acting as merchant of record (reseller). The partner then bills you in its own name, is your contracting counterparty for the payment, and carries the tax and payment-side obligations that attach to the seller of record; the operator remains responsible for delivering the Service itself.

Which of the two applies — the seller's identity and the exact descriptor that will appear on your bank or card statement — is shown at checkout and repeated in your order confirmation, before you pay. Please recognise the descriptor before disputing a charge (see Section 12). In either case, this Policy is the minimum standard you can rely on: where a merchant-of-record partner's own refund terms are more generous, the more generous rule applies, and your statutory rights against whoever the actual seller is remain unaffected.

At the date above, paid packs and subscriptions are still being brought online; where this Policy refers to purchases, it governs them from the moment they become available.

2. What you are buying (nature of the Service)

Vellux is a prepaid digital service. Purchases fund an internal balance of Credits — an opaque unit that has no published cash peg and no cash value — which you spend to run the Service:

• generating images or video with a Generator;
• training a custom Character (LoRA) model;
• building or rebuilding a Character from a trained model.

A premium subscription additionally unlocks gated features (the AI agent, automations, and Character training). Generation, the Gallery, and the editor are available to free-tier users, subject to holding sufficient Credits.

Delivery is electronic and effectively immediate. When a payment is confirmed, the corresponding Credits are added to your balance, or subscription features are activated, within moments — there is no shipment and no separate download step. Our target is immediate availability; occasional processing or provider delays may apply. Because delivery begins at once, the withdrawal rules in Sections 4 and 5 are important — please read them before you buy.

3. Prices, currency, and VAT

Before you place an order, the checkout shows the final total price, inclusive of VAT and any mandatory charges, in the stated currency, together with what the purchase buys (the number of Credits, or the subscription's features, renewal price, and billing frequency). No undisclosed fees are added afterwards.

You confirm a purchase by activating a clearly labelled "order with obligation to pay" button (or equivalent wording). Applicable VAT is calculated and shown according to your place of residence. Prices and Credit pricing may change from time to time; any change applies only prospectively to future purchases and, for subscriptions, on the terms in Section 6.

4. Switzerland — no statutory cooling-off, granted voluntarily

Swiss law provides no general statutory right of withdrawal or cooling-off period for online or digital purchases. Refund terms for consumers in Switzerland are therefore contractual and are set by this Policy.

As a matter of fairness, the operator voluntarily extends to Swiss consumers the same 14-day treatment described in Section 5 for EU consumers — including the same immediate-performance waiver and the same pro-rata refund of unspent Credits. This is a contractual benefit granted by us; it does not create, and should not be read as conceding, a statutory Swiss withdrawal right.

5. EU — 14-day right of withdrawal and immediate-delivery waiver

If you are a consumer resident in the European Union, you have a statutory right of withdrawal within 14 days of concluding the contract, under the EU Consumer Rights Directive (2011/83/EU). We honour this right in full, and nothing in this Policy limits it.

Because Credits and subscription features are supplied immediately, the following applies:

• Express request and waiver. The checkout asks you to confirm, via a distinct, non-pre-ticked checkbox: "I request that the service and delivery of Credits begin immediately, and I acknowledge that I lose my right of withdrawal once Credits have been spent" — and, for a subscription, "...once the contract has been fully performed." The statutory pre-contract information and the model withdrawal form (reproduced in the Annex to this Policy) are provided, and your consent is recorded at checkout.
• Durable-medium confirmation. After you complete a purchase, you receive a confirmation of the concluded contract on a durable medium (by email to your account address) — from us or from the merchant of record, depending on who the seller is (Section 1) — within a reasonable time and no later than when delivery begins. That confirmation records what you bought and the price paid, and — for immediate-performance purchases — your prior express consent to immediate performance together with your acknowledgement of its effect on the right of withdrawal (Consumer Rights Directive Art 8(7)).
• Unspent Credits remain refundable. Giving this consent does not forfeit your withdrawal right over Credits you have not yet used. If you withdraw within 14 days of purchase, we refund, pro rata, the Credits from that purchase that remain unspent in your balance at the time we receive your withdrawal notice. Credits already consumed on a generation, training, or build are not refundable, because that performance has been fully rendered at your request.
• How to withdraw. Send your withdrawal notice to [email protected] within the 14-day window. You may use the model form in the Annex, but it is not mandatory — a clear statement of your decision to withdraw suffices.

These rights are statutory for EU consumers. The voluntary Swiss extension in Section 4 mirrors them but is contractual, and any equivalent mandatory right your own country's law grants you remains unaffected (Section 14).

6. Premium subscriptions

• Cancel anytime. You may cancel a premium subscription at any time from your account settings or by emailing [email protected]. Cancellation takes effect at the end of the current billing period; you keep premium access until then.
• No partial-period refunds. Fees already paid for the current or a past billing period are not refunded on a pro-rata basis when you cancel. We do not charge you again after the period in which you cancel.
• Renewals. Subscriptions renew automatically at the interval and price shown at purchase until cancelled. We give advance notice by email or in-app of any price change, which takes effect only from your next renewal; if you do not accept it, you may cancel before that renewal so the new price is never charged.
• Statutory rights unaffected. Where mandatory consumer law grants a refund or cancellation right beyond the above (for example the withdrawal right in Section 5, or a remedy for a defective service under Section 9), that right prevails.

7. Credit packs

Credits are prepaid, opaque, non-transferable, and have no cash value. A purchased Credit pack is final once delivered to your balance, except in the three cases below:

1. Statutory withdrawal (EU), and the voluntary Swiss equivalent — unspent Credits from a purchase are refundable pro rata within 14 days, as set out in Sections 4 and 5.
2. Failed jobs — Credits are automatically refunded when a job fails, as set out in Section 8.
3. Duplicate or erroneous charges — as set out in Section 10.

Credits already spent are non-refundable, and unused Credits carry no entitlement to a cash payout. Credits may expire on closure or termination of your account (see the Terms of Service, Section 8, and — for suspensions — Section 11 of this Policy).

8. Failed generations and jobs (automatic in-kind refund)

If a generation, training, or Character-build job fails, the Platform automatically refunds the Credits it consumed back to your balance — in Credits, in kind — with no claim, ticket, or request needed. This behaviour is built into the product today.

Because Outputs are produced by probabilistic AI models, results naturally vary in quality, style, and fidelity. A job that completes but does not match your expectations is treated as delivered and its Credits are not refunded. The automatic refund covers genuine job failure, not aesthetic dissatisfaction with a successfully rendered Output.

9. Defective or undelivered purchases

If a purchase malfunctions — for example, Credits you paid for are not added to your balance, you are charged for a subscription whose features never activate, or a billing error occurs — contact [email protected] within 30 days of the charge, with your account email and the statement descriptor.

We investigate and, where a purchase was genuinely defective or undelivered and not otherwise resolved by re-crediting or reactivating your account, we refund to your original payment method within 14 business days of approving the refund. This is separate from, and additional to, your mandatory statutory consumer rights, which are not affected.

10. Duplicate or erroneous charges

If you are charged twice for the same order, or a charge is clearly erroneous, contact [email protected] with the details. Once verified, we refund the duplicate or erroneous amount to the original payment method, typically within 14 business days.

11. No refunds for suspension due to Content Policy violations

If your account is suspended or terminated for breach of the Content Policy or the Terms of Service — including illegal content, non-consensual depiction of a real person, or the other absolutely prohibited categories — you are not entitled to any refund of Credits (spent or unspent) or of subscription fees for the current period. Underlying account data is preserved as described in the Terms; access to it and to your media is revoked for the duration of the suspension. This does not displace any refund that mandatory consumer law independently requires.

12. Chargebacks and payment disputes

If you believe a charge is wrong, contact us first at [email protected] so we can resolve it directly — this is almost always faster than a bank dispute, and it lets us correct genuine errors immediately. Please check the descriptor shown at checkout and in your order confirmation before assuming a charge is unfamiliar.

Initiating a chargeback or payment dispute without a legitimate basis — for example over Credits you have already spent, or a subscription period you used — is a breach of these terms. Unfounded or abusive chargebacks may lead to suspension or termination of your account, forfeiture of remaining Credits, and recovery of the disputed amount and associated fees. This does not affect your right to raise a genuine dispute with your bank or card issuer where a charge is truly unauthorised or unresolved.

13. How to request a refund

• Email: [email protected]
• Include: your account email, the date and amount of the charge, the statement descriptor from your order confirmation, and a short description of the issue.
• Our response: we aim to acknowledge and respond to refund requests within 7 days.
• Method: approved refunds are issued to your original payment method. Refunds of unspent Credits under a withdrawal (Sections 4–5) may, at our discretion, be returned either to your payment method or as a Credit reversal, consistent with your statutory rights.

14. Consumer rights are preserved

Nothing in this Policy excludes, restricts, or overrides the mandatory consumer-protection rights you have under the law of your country of habitual residence. Where this Policy and a non-derogable consumer right conflict, that right prevails.

15. Governing law and venue

This Policy is governed by Swiss substantive law, and the courts at the operator's Swiss domicile are the baseline forum for disputes.

Consumer carve-out. If you are a consumer resident in the EU, this choice of law and forum does not deprive you of the mandatory consumer-protection rules of your country of habitual residence, nor of your right to bring proceedings in, and be sued only in, the courts of that country (Rome I Regulation Art 6(2); Lugano Convention Arts 15–17). The same applies to any consumer whose home law grants equivalent mandatory protections. Those protections apply alongside this Policy, and we do not ask you to waive them.

16. Contact

• General & support: [email protected]
• Legal notices & complaints: [email protected]
• Data protection: [email protected]

17. Annex — Model withdrawal form (EU)

You do not have to use this form, and a clear statement of your decision to withdraw is equally valid (see Section 5). If you do wish to use it, complete and return the form below.

Model withdrawal form (Complete and return this form only if you wish to withdraw from the contract.) — To Dennis Müller, c/o Anibarro, Unit #152, Route de Saint-Cergue 24Bis, 1260 Nyon, Switzerland, email [email protected] (or, where your order confirmation names a merchant-of-record partner as the seller, to that seller — sending the form to [email protected] always suffices; we forward it): — I/We (\) hereby give notice that I/We (\) withdraw from my/our (\) contract for the supply of the following service: _________________________________________ — Ordered on (\): _______________ — Name of consumer(s): _______________ — Address of consumer(s): _______________ — Signature of consumer(s) (only if this form is notified on paper): _______________ — Date: _______________ (\*) Delete as appropriate.

Because the Service is supplied digitally and immediately, please remember that once Credits have been spent (or, for a subscription, once the contract has been fully performed) the withdrawal right no longer applies to that performance; unspent Credits from the purchase remain refundable pro rata, as set out in Section 5.

See also our sister documents: Terms of Service · Privacy Policy · Content Policy · Complaints, Reports & Takedowns · Imprint.