1. Introduction
This Return and Refund Policy describes how Velora handles cancellations, corrections, and refund requests. It ensures that customers have a transparent understanding of possible outcomes. Because telecom services involve both digital access and physical installations, rules may differ depending on the stage of service.
2. Cancellations Before Activation
If a service is canceled before activation, Velora will confirm whether any preparatory work has been done. Where no work has taken place, cancellation can usually be completed without additional requirements. If some steps have already been taken, we will outline the charges that may apply. Customers receive confirmation in writing.
3. Cancellations After Activation
Once a service is active, cancellation options depend on the type of plan, billing cycle, and equipment provided. Some plans may include minimum commitment periods. Velora will explain the obligations clearly and provide guidance on available alternatives.
4. Refunds Process
Refunds, when approved, are processed to the original payment method. The amount and expected timeline are provided to the customer in advance. Processing times depend on financial institutions, but Velora always confirms details in writing.
5. Equipment Returns
If equipment such as routers or TV boxes is supplied, it may need to be returned in working condition. Velora provides instructions for safe packaging and collection or drop-off. Costs or requirements will be explained clearly before proceeding.
6. Request Procedure
Customers requesting a return or refund should provide their name, contact information, and order details. Supporting documents, such as receipts or screenshots, can help speed up the process. Velora acknowledges requests promptly and provides a timeline for updates.
7. Policy Updates
This policy may be revised to reflect new service features, updated legal requirements, or operational changes. Revised versions are published on our website. Customers are encouraged to review the latest version before making a request.
8. Contact Information
Velora
Address: 715 5th St - Al Manhal - W15 01 - Abu Dhabi - UAE
Phone: +971563570026
Email: [email protected]