Refund & Cancellation Policy

This Refund & Cancellation Policy applies to payments made for Velocity subscriptions, prepaid compute balances, compute resources, storage resources, GPU resources and other paid Services provided by Velocity.

This policy should be read together with our Terms of Service and Privacy Policy.

Velocity may process several different types of payments. Their refund treatment is different because the underlying Services are different.

If you have an active paid subscription, you may cancel the subscription at any time through the cancellation mechanism provided by Velocity or by contacting support.

Unless otherwise stated at checkout, cancellation prevents the subscription from automatically renewing for the next billing period.

Cancellation does not automatically create a refund for the unused portion of a billing period.

Unless required by applicable law or otherwise approved by Velocity, subscription fees already charged for the current billing period remain payable and the subscription will continue until the end of the applicable paid period.

Cancelling a subscription does not automatically delete your account or workspace data.

Velocity may allow users to purchase prepaid balance that can be used to pay for eligible Services.

Prepaid balance is intended to be used for Velocity Services and is not a bank deposit, financial account or general-purpose payment instrument.

Because prepaid balance can be immediately applied toward infrastructure resources, a refund request may be evaluated differently depending on whether the balance has already been consumed.

Unused prepaid balance

Requests for refunds of unused purchased balance may be submitted to Velocity. We will evaluate the request based on the payment, account status, applicable law, abuse or fraud indicators and whether any portion of the balance has been consumed.

Consumed balance

Amounts already applied to compute, storage, GPU usage or other Services are generally not refundable because the underlying infrastructure resources have already been consumed.

This restriction does not exclude refunds that are required by applicable law or that Velocity determines are appropriate due to a billing error, duplicate transaction, unauthorized transaction or qualifying service failure.

Velocity provides metered infrastructure services. Depending on the resource, charges may be calculated based on runtime, resource configuration, CPU, memory, storage, GPU type, quantity or other usage metrics.

Once compute resources have been consumed, those usage charges generally cannot be reversed because Velocity has already incurred the corresponding infrastructure cost.

Stopping a sandbox prevents future runtime charges for resources that are no longer running, subject to the billing rules of the particular resource.

Stopping a sandbox does not refund charges already incurred before the stop operation.

Persistent storage may continue to generate charges after a sandbox is stopped where the applicable pricing model charges for retained storage.

Users are responsible for reviewing their workspace lifecycle settings and configuring automatic stop or deletion where appropriate.

Velocity may provide automatic lifecycle controls that stop, archive or delete development environments after specified conditions.

These controls are intended to help users manage infrastructure usage and costs.

Enabling an automatic lifecycle setting does not create a right to refund charges incurred before the lifecycle action occurred.

Users remain responsible for selecting appropriate lifecycle settings and for reviewing their usage and billing information.

GPU resources can incur substantially higher charges than ordinary CPU resources.

GPU charges incurred while a GPU resource is provisioned and running are generally non-refundable once the underlying resource has been consumed.

Because GPU availability may depend on third-party infrastructure capacity, failure to obtain a particular GPU configuration does not itself constitute a chargeable usage event where no corresponding payment or resource consumption occurred.

If you believe you were charged for GPU resources that were not actually provisioned or used due to a technical or billing error, contact support with the relevant transaction and workspace information.

Subject to applicable law, the following circumstances generally do not qualify for a refund:

• You forgot to stop a running sandbox.
• You left a workspace running while inactive.
• You selected a resource configuration that was more expensive than intended.
• You consumed compute resources and later decided you did not need them.
• You did not configure automatic stop or lifecycle controls.
• Your wallet balance was consumed by resources that you intentionally provisioned.
• You deleted a workspace after consuming its resources.
• You did not monitor your usage or spending.
• You purchased a subscription and later decided not to use it during the paid period.
• You experienced an issue caused by software, code or dependencies installed by you inside your workspace.

Depending on the circumstances, Velocity may issue a full or partial refund, account credit or other appropriate adjustment where:

• You were charged more than once for the same transaction.
• A billing system error resulted in an incorrect charge.
• You were charged for resources that our records show were not provisioned or available.
• A technical failure caused material paid service disruption and a refund or credit is appropriate.
• A payment was processed without authorization and the transaction is verified as fraudulent or unauthorized.
• Velocity explicitly approves a refund as an exception.
• A refund is required by applicable law.

A refund or credit in one situation does not establish an obligation to provide the same remedy for unrelated future situations.

If you believe a payment was made without your authorization, contact Velocity immediately.

We may investigate the transaction using payment identifiers, account information, authentication records, transaction logs and other information reasonably necessary to determine what occurred.

We may also require you to contact your bank or payment provider where appropriate.

You should not share your card number, CVV, OTP, UPI PIN, banking password or other payment credentials with Velocity support.

Razorpay states that customers should contact the business for refunds and that Razorpay itself does not initiate refunds on behalf of the merchant.

If you accidentally complete multiple payments for the same intended transaction, contact us as soon as possible.

After verification, we may refund duplicate amounts that were actually captured and were not legitimately applied to separate purchases or Services.

Razorpay supports full and partial refunds for captured payments, including through its APIs.

A payment attempt that fails before being captured should not normally result in a completed Velocity purchase.

In some circumstances, your bank or payment provider may temporarily show an authorization, hold or debit even though Velocity did not successfully receive or capture the payment.

Such amounts are generally resolved through the payment provider or banking system according to its processing rules.

If your account was debited but Velocity did not receive a successful payment, contact support with the payment/order identifier so that we can investigate and reconcile the transaction.

Where Velocity approves a refund, we will normally initiate the refund through the payment provider used for the original transaction.

Razorpay's terms state that refunds initiated through its platform are routed to the same payment method used for the original transaction.

Velocity generally will not refund a payment to an unrelated bank account, card, wallet or payment instrument unless required or permitted by applicable law and payment-provider procedures.

Once we initiate a refund, the time required for the funds to appear in your account depends on the payment method, bank, payment network and payment provider.

Velocity will generally review an eligible refund request within a reasonable period after receiving the information necessary to investigate it.

After a refund has been initiated, the actual time for the money to reach your account is controlled in part by the payment provider and banking network.

Razorpay currently states that normal refunds can take approximately 7–10 business days to reflect, depending on the payment method and bank.

Accordingly, Velocity cannot guarantee that an approved refund will appear in your bank account on a particular date.

If a payment was used to purchase prepaid balance and a refund is approved, Velocity may deduct or reverse any unused or remaining balance associated with that transaction.

If the balance has already been consumed for compute or other Services, the refund amount may be reduced to account for legitimately consumed Services, subject to applicable law.

Velocity may also temporarily restrict additional spending or resource provisioning while a refund investigation is pending where reasonably necessary to prevent abuse or further financial loss.

The amount refunded may depend on the amount actually captured, the applicable transaction, taxes and any amount already consumed.

Where a payment processor, bank or other third party has charged a fee that is not recoverable by Velocity, the treatment of that fee will depend on applicable law and the circumstances of the refund.

We will not deduct an amount merely because it is inconvenient to refund where applicable law requires the full amount to be returned.

To request a refund, contact our support team using:

Include the following information where available:

• Account email address.
• Date of payment.
• Amount charged.
• Velocity order or transaction ID.
• Razorpay payment/order ID, if available.
• Description of the issue.
• Relevant workspace or sandbox ID, if applicable.
• Screenshots or other evidence when relevant.

Do not send your full card number, CVV, OTP, UPI PIN, NetBanking password or other payment authentication credentials.

We may ask for additional information to verify the transaction and determine whether a refund is appropriate.

Refund decisions may take into account:

• Whether the payment was successfully captured.
• Whether the relevant Services were consumed.
• Whether the transaction was duplicated.
• Whether a technical or billing error occurred.
• Whether the account shows signs of fraud or abuse.
• Whether the request is consistent with the applicable service and billing terms.
• Any mandatory rights or remedies available under applicable law.

We may refuse or delay a refund while investigating suspected fraud, payment abuse, account compromise, refund abuse or attempts to circumvent Velocity's billing system.

This does not limit any rights or remedies that cannot legally be restricted.

Where appropriate, Velocity may suspend an account or affected resources while investigating suspected abuse.

Temporary outages do not automatically create a right to a refund.

However, if a material service failure results in a qualifying situation, Velocity may provide a partial refund, service credit or other remedy at its discretion, subject to applicable law and any separate service-level commitment applicable to your plan.

No credit will be automatically issued merely because a third party experienced an outage unless the applicable circumstances qualify under our service commitments or we otherwise determine that a remedy is appropriate.

If you believe a payment is incorrect, contact Velocity before initiating a payment dispute where reasonably possible so that we can investigate and resolve the issue.

You retain any rights provided by your bank, card network, payment provider or applicable law.

Razorpay's customer guidance states that if a customer cannot resolve a refund issue with the business, the customer may contact their bank to raise a dispute or chargeback.

Nothing in this policy is intended to exclude, restrict or waive any consumer, statutory, contractual or other right that applicable law does not permit Velocity to exclude or restrict.

Where mandatory law provides a right to cancellation, refund, replacement, remedy or other relief, that right will apply notwithstanding any inconsistent provision of this policy.

We may update this Refund & Cancellation Policy when our pricing, payment systems, Services or legal obligations change.

The latest version will be published on this page with an updated effective or revision date.

Changes will not retroactively remove rights that have already accrued where prohibited by applicable law.