Refund & Cancellation Policy

V31L LTD | Company Number: 16890413 | Registered in England and Wales

Last Updated: 29 August 2026 · Version 1.2

1. Subscription Overview

Veil offers Lite and paid Plus/Pro memberships. Stripe memberships are available on monthly or annual billing cycles. Bitcoin purchases are prepaid fixed terms of 6 or 12 months, do not auto-renew and do not include a trial. The exact features, total price, renewal date and cancellation route are shown before purchase.

2. Free Trial

30-Day Plus Free Trial: Eligible new users may start a free trial of the Plus tier. During the trial:

• A payment card is required and you pay £0 when the trial starts
• You may cancel at any time during the trial through your account settings without charge
• If you do not cancel before the trial ends, the paid subscription will begin automatically at the price shown when the trial starts, unless we have given you advance notice of a price change
• We send an in-app reminder and, where you have a verified email, an email reminder before the trial ends
• Trials are limited to one per user and may be subject to additional conditions shown at sign-up

Bitcoin: Bitcoin terms are a one-off prepaid purchase at the displayed GBP-equivalent price. There is no automatic renewal. A refund, where legally required or approved under this policy, is assessed against the original GBP transaction value and returned through a lawful agreed method; exchange-rate gains are not promised.

Cooling-off and service start: UK consumers will normally have a statutory 14-day cancellation period for a distance contract. If you ask us to begin providing a service during that period, we may make only a deduction that consumer law permits for the service already supplied. Where a separate rule applies to digital content supplied immediately, checkout will ask for the express request or acknowledgement required by law before supply begins. The checkout will show which rule applies before you commit. These statutory rights sit alongside Veil's separate 14-day satisfaction guarantee below.

3. Refund Policy

14-Day Satisfaction Guarantee: If you are unsatisfied with Veil within the first 14 days of your initial paid subscription purchase, contact us for a full refund. No questions asked.

After 14 Days: Refunds outside the guarantee are assessed case by case. We may offer a pro-rata refund for unused subscription time in exceptional circumstances. This does not limit a refund, price reduction, repeat performance or other remedy required by consumer law.

Annual Subscriptions: If you cancel an annual subscription after the guarantee period, access normally continues until the end of the paid term and unused time is not normally refunded, except where consumer law requires a remedy.

Free Tier: The Lite tier is free to use and is not subject to refund rights as no charge is made.

4. Cancellation Policy

How to Cancel: You may cancel your subscription at any time through your account settings within the app, or by contacting our support team.

Effect of Cancellation:

• Your subscription will remain active until the end of your current billing period
• You will not be charged for subsequent billing periods
• No partial refund is normally issued for unused time within a billing period outside the guarantee, except where consumer law requires a remedy
• Your paid features remain available until the billing period ends. Your Veil account and content then continue on the Lite tier unless you separately delete the account or we lawfully restrict it under the Terms of Service

Resubscribing: If you cancel and later wish to return, you may resubscribe at any time at the then-current subscription rate.

5. Payment Processing

Card payments: Stripe processes card-backed trials and subscriptions. V31L LTD does not store your full payment card details.

Bitcoin payments: BTCPay Server presents and records the self-hosted Bitcoin invoice for a prepaid 6- or 12-month term. Bitcoin purchases do not auto-renew and do not involve a payment card.

Failed recurring card payments: Stripe may retry a failed subscription payment. After multiple failures, your paid membership may be suspended until payment is resolved.

6. Dispute Resolution

If you have any concerns about a charge or wish to dispute a payment:

• Contact us first: Email admin@v31l.chat with your concern
• Response time: We aim to respond to all billing enquiries within 2 business days
• Resolution: Most issues can be resolved directly with our team

We encourage you to contact us before initiating a chargeback with your bank, as we can often resolve issues more quickly.

7. Price Changes

We may change subscription prices. Any price changes will:

• Be communicated to existing subscribers in advance
• Not affect your current billing period
• Take effect at the start of your next billing cycle

We will also send a reasonable advance reminder before an annual card subscription renews, with the renewal date, price, and cancellation route.

8. Account Termination

We may terminate accounts that materially violate our Terms of Service. A policy termination does not automatically remove a refund or other remedy that consumer law requires; otherwise, unused time is not normally refunded where termination follows the resident's material breach.

9. Consumer Rights

This policy does not affect your statutory rights under the Consumer Rights Act 2015 or the Consumer Contracts Regulations 2013. UK consumers have additional protections under these regulations.

10. Contact Us