Vellum is a digital service. Nothing is shipped, so there are no shipping or return terms.
Cancelling
- You can cancel Builder, Engineer, the Network add-on or extra seats at any time from your Account page. Each is its own subscription and is cancelled on its own.
- A cancelled subscription stays active until the end of the period you paid for, then does not renew.
- When a plan ends, your account drops to Free. You have 14 days to restore the plan or take your files out. After that, Vellum deletes what it holds for you beyond Free's limits. The content on your own server's disk is not touched.
Refunds
- First payment: if you are not happy, email us within [OPERATOR: 7] days of your first paid charge for a plan and we will refund it in full. [OPERATOR: keep, change or remove.]
- After that: payments are not refunded for partial periods, including when you cancel part-way through a month or a year.
- Our mistakes: if you were charged in error, or the Service was unavailable to you for a long period because of a fault on our side, contact us and we will make it right.
- Where the law in your country gives you a right to a refund or a cancellation period, that right applies in addition to this policy.
Refunds go back to the original payment method through Stripe, usually within 5 to 10 business days.
Changing plans
- Upgrading (for example Builder to Engineer, or yearly from monthly) applies at once, and you are charged the prorated difference.
- Downgrading applies at the end of the current period.
Contact
Email support@vellumdev.com with your account email and the charge in question.