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Refund policy · Europe · version 23 August 2026

Refunds, in plain English.

Anything we fail to deliver comes back in full. Everything else follows two simple ideas: what’s made for everyone slides, and what’s cut to fit you is final.

90% in the first 72 hoursZero at day 60, absolutelyExact amount shown before you askConsumer Rights Directive applies

Our promise: every page, every plan, every market

Anything we fail to deliver is refunded in full.

A page, a feature, the whole site. If it’s broken and we can’t fix it, that item comes back. Any day, no scale, no questions about how long you’ve had it. Consumer law says so, and so do we.

The whole policy, in five lines

What this means

Five lines, and they are the whole policy.

  • If we fail to deliver — it’s broken and we can’t fix it — you get that item back in full.
  • Change your mind about the website package and the scale applies: 90% in the first 72 hours, about 30% at day 30, sliding to zero at the 60-day mark. Day 60 is absolutely zero.
  • No law makes us do that. The scale is good faith, because life changes and spur-of-the-moment happens.
  • Domains, hosting, email and ad spend are cut to fit you and paid to suppliers the moment they’re cut: like cloth cut to measure, they can’t go back on the roll (100% before the cut). In the UK & EU your first 14 days of a running service follow the law, days used only, and we follow it exactly; the cut rule takes over from day 15.
  • “It’s not what I hoped” or “I never got around to it” is a change of mind, not a fault: the same as a gym membership you didn’t use.

Why we do this

So the next idea is easy.

Hardly anyone lands the right business on the first go. Everything on this page is built for the person still finding theirs: the prices, the scale, the platform behind it.

The pivot

Pivoting is the work, not the failure

  • Most people run a few completely different businesses before one clicks: new offer, new customers, new prices. Startups call it pivoting, and every round teaches something the last one couldn’t.
  • Music lessons this spring, dance classes by summer, painting services next year. Some people pivot every few months, and we’re built for exactly that person.
  • We’re on your side for the experiments. We’re not hoping you fail. We’re planning for your next pivot.
A hundred hats

Nobody learns a hundred hats at once

  • Starting out, you’re the marketer, the bookkeeper, the salesperson and the builder, all in the same week.
  • However many hats you can learn at a time is the right number. We’re here for the rest, for as long as it takes.
The kernel

Every business starts as a kernel

  • Like a farm, not every kernel becomes the harvest. But keep planting, cheaply, and one of them will.
  • We want to nurture yours from the first day and still be there all the way: the planting, not just the harvest.
Priced to retry

A lunch out, not a lease

  • Most companies treat a website as a once-off sale: spend thousands, and if the idea doesn’t land you walk away burnt, never wanting to try again. We’re built the other way. It’s why we keep the cost as low as we can.
  • The scale isn’t there because we value the work less. We value it enormously. It’s there because “this wasn’t the one” happens, and stepping away shouldn’t cost you the next attempt.
  • We’re also working out how to trade one site in for the next on the same sliding idea: an exchange, not refund-and-start-again.
Where this is going

One shop, from zero to the business you envision

  • Over the next couple of years we’re building the rest of the platform: help making your ads, sharper copy on your pages, plain-spoken courses on marketing, hiring and running the business, and in time the books too.
  • The goal is every service a small business needs in one shop, instead of a thousand providers. We’ll publish the roadmap as each piece lands.
  • The longer story, and a box to send us your own ideas, lives at veloċi.com/why.

What comes back, item by item

Two groups. Two rules.

Your account shows the exact figure beside every item before you ask for anything.

Made for everyone · the sliding scale

The website and its upgrades.

  • The builder and its designs exist before you arrive, so a change of mind gets money back, on the scale.
  • No law requires this scale; it exists in good faith, because plans change.
First 72 hours90%Day 781.1%Day 1465.6%Day 2150%Day 3030%Day 4515%Day 60 on0

Website package

DIY Starter, Business or Growth, e.g. Business €239

90%first 72 hours: the “I made a mistake” window≈30%day 30: 65.6% at day 14, 15% at day 450day 60 on: absolutely zero
  • Having access is using it: the scale counts days, not whether you published.
  • The website was ready and handed over the moment you paid.

Plan upgrade

Pay-the-difference upgrades

90%first 72 hours≈30%day 30, counted from the day you upgraded0day 60 on
  • Follows the package it upgrades: same slide, same days.

Cut to fit you · gone once cut

Domains, hosting, email, ad spend.

  • These are cut to your order and paid to suppliers at that moment: a name registered to you, a year switched on for you, mailboxes created for you.
  • Like cloth cut to measure, they can’t go back on the roll.
  • Before the cut, it’s 100%: a name never registered or a mailbox never created comes back in full.
  • One rule per window in the EU: for your first 14 days, a running service (hosting, email, a monthly plan) follows the law exactly: you pay days used, the rest comes back. The rows below describe day 15 onward.

Domain registration

e.g. .com €13

Cut whenthe name is lodged with the registry, in your name, usually within minutes100% if the name was never registered
0after the cut
  • The name stays yours for the whole term; we hand over the transfer code whenever you ask.

Managed hosting

A year, e.g. Basic €59

Cut whenit's provisioned, the moment you buy it
0after the cut
  • The year is paid to our provider at that instant; it runs to its end and never renews unless you choose to.

Business email

Per mailbox per year, e.g. €44

Cut whenyour mailboxes are created100% if setup fails and no mailbox was created
0after the cut
  • Created and paid to our provider the instant they're set up.

Included with your package

The first hosting year on Business and Growth, and any bundled mailbox

Cut whenthe moment you pay
0after the cut
  • Part of the package price, not a separate refund: straight to zero, no discount, no credit.

Domain renewal

Any term

Cut whenthe extra year is lodged with the registry100% within 14 days, if not yet lodged
0after the cut
  • Same as a registration once lodged.

Hosting or email renewal

A further year

Cut whenthe renewed year begins100% within 14 days of paying, while it hasn't started
0after the cut
  • Same as the first year: paid to the provider the moment it starts.

Advertising spend

Any budget we pass to Google, Meta or Bing for you

Cut whenthe ads run
0after the cut
  • Spent as it runs; a management fee, if we ever charge one, follows the services rule.

All-in-One monthly

  • Cancel any time, online, with one typed word: the paid month runs to its end.
  • Past months are never refunded.

Custom Design

  • Per your project agreement.
  • Completed milestones are paid for; unstarted milestones are refundable.

One order, four moments

The same order, asked for on four different days, in euros.

A DIY Growth site with a .com, its included hosting year and one mailbox.

What you paid · €422.00 in totalDay 2Day 20Day 45Day 60
DIY Growth · €365the website: 90% → 52.2% → 15% → 0% on the scale€328.50€190.61€54.75€0.00
.com domain · €13cut on day 0: registered in your name; yours to keep or transfer€0.00€0.00€0.00€0.00
Hosting year (comes with Growth) · includedcut on day 0: part of the package, straight to zero€0.00€0.00€0.00€0.00
One mailbox · €44cut on day 0: created and paid to our email provider€0.00€0.00€0.00€0.00
Back to your cardthe rest stays with the suppliers it was paid to€328.50€190.61€54.75€0.00
  • Approval ends editing and hosting for that website; files you downloaded are to be deleted.
  • The domain is yours to keep or transfer. It never needs us.
  • On day 1 the Growth line is 90% (€328.50); on day 30 it’s 30% (€109.50); at the 60-day mark, zero.

How to ask

Five steps, one typed line.

No forms to print, no waiting on hold. About two minutes, the same on a phone.

Step 1

Sign in

Your account, Billing, Request a refund: your order email and a code, no password. Every paid item is listed with its exact refundable amount.

Step 2

Tick what you want back

The figure beside each item updates as you tick: what comes back, what stays, and why, in one sentence each.

Step 3

Tell us why, in your words

Changed your mind, something is broken, or charged by mistake, plus a sentence or two. A fault is looked at first: if we couldn’t deliver, these amounts don’t limit what you’re owed.

Step 4

Type the confirmation

You type REFUND and your order code, the way you’d confirm deleting something that matters. We keep the time, the policy version and the address it came from.

Step 5

Money back

We answer within 1 business day; approved refunds reach your card in 5–10 business days, in the currency you paid. Approval ends the refunded service. A domain stays yours.

Rather email? [email protected] from your order email, with your order code. Same rules, same person.

What you agree to at checkout

One tick, before you pay.

  • At checkout you tick one line: make my package available now, I've read the refund policy, and I understand the 14-day right to cancel this digital content gives way to the goodwill scale.
  • Each cut-to-fit item carries its own one-line acknowledgment when you add it: register this name now, the fee is final once lodged; set this service up now, it’s paid to our provider at that moment.
  • We record the time, the policy version and the IP address with each acknowledgment: it’s what your account shows you at refund time, and what your bank receives if a payment is disputed.

Your rights across Europe

Your rights in the EU and EEA.

The famous 14-day rule exists here: this is exactly what it does and doesn't cover.

14 days

What the 14-day right of withdrawal actually covers

  • EU law (Directive 2011/83/EU, applied by your national law) gives you 14 days to step back from most things bought online.
  • It does not cover what's already finished or cut to fit you:
    • Your website package: EU law itself ends the 14-day right when you ask for immediate supply and acknowledge it, which you do at checkout (Article 16(m)); the goodwill scale is what remains.
    • A domain: registered in your name within minutes at your express request; a fully performed service can't be withdrawn from (Article 16(a)). The name stays yours for the term.
  • It does cover running services, and for those 14 days, the law IS the rule:
    • Cancel hosting, email or a monthly plan inside 14 days and you pay only a proportionate amount for the days used. The rest of that year or month comes back.
    • We follow that exactly, even though we've paid our providers for the full year; that cost is ours to carry.
  • One rule per window, so nothing on this page contradicts:
    • Days 1–14 of a running service: the law sets the refund, and the law always wins.
    • Day 15 on: the year is cut to fit you. Zero, exactly as the cut-to-fit rule says.
    • Choosing Veloċi never overrides the law of your market: where the law speaks, it is the rule.
Faults

Conformity: Directive (EU) 2019/770

  • Digital content and services must conform to the contract.
  • If they don't and we can't bring them into conformity: a proportionate price reduction, or termination and a refund for that item, any day.
Good faith

Everything beyond that is voluntary

  • No EU rule requires a change-of-mind refund outside the 14 days above.
  • The sliding scale and the 100%-before-it's-cut refunds are Veloċi's goodwill, and they never reduce mandatory rights under your national law.
VAT

A refund returns what you paid

  • No tax is added to your price, so a refund returns exactly what you paid.
Help

Your national consumer body and ADR

  • Your national consumer authority, the European Consumer Centre in your country (eccnet.eu) for cross-border complaints, or an approved ADR body.
Model withdrawal form (Annex I(B)): you may use it, but you don't have to
To: Adam's Media (Veloċi), Sydney, Australia — [email protected]
I/We [*] hereby give notice that I/We [*] withdraw from my/our [*] contract for the provision of the following service [*]:
Ordered on [*] / received on [*]:
Order reference:
Name of consumer(s):
Address of consumer(s):
Signature of consumer(s) (only if this form is notified on paper):
Date:
[*] Delete as appropriate.

Disputes and chargebacks

Talk to us before your bank.

  • You always keep the right to dispute a charge with your bank. Nothing here takes it away.
  • A dispute takes weeks and freezes the payment; we answer within a business day and pay approved refunds in 5–10.
  • If a charge is disputed, your bank receives the order record: what you bought, the acknowledgments you accepted (time, policy version, IP address), when your access link was opened, and what was cut for you.
  • A chargeback on top of an agreed or paid refund is a double refund, and we contest it.

The fine print

The fine print, in plain English

Good faith, in writingNo law in your market requires a change-of-mind refund beyond your rights section above. The scale exists because plans change: goodwill, not obligation. And where any law sets a different rule for a window of time, that law is the rule: goodwill never overrides it.
Cut to fitA domain in your name, a hosting year switched on, mailboxes created, all tailored to your order and paid to suppliers at that instant. Before the cut: 100%. After: the cloth doesn’t go back on the roll.
Day 60 is zeroThe scale slides a little every day and lands on zero exactly as day 60 begins: at 59 days and 23 hours a whisker remains; from the 60-day mark it is 0, definitively.
Currency and exchangeRefunds are made in the currency you paid, for the amount shown; your bank’s exchange rate and fees on the way back are the bank’s.
Processing feesWe absorb the card-processing fee on a refund. Nothing is deducted for it.
TaxesNo tax is added to your price, so a refund returns exactly what you paid.
TimingWe answer within 1 business day; approved refunds usually show on your card within 5–10 business days.
Partner feesA refunded sale reverses the partner fee it earned, never what you get back.
Policy versionsThe version you accepted at checkout applies to that purchase; this one is 23 August 2026.
Contact[email protected] · Adam’s Media, the company behind Veloċi · Sydney, Australia.

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Partner programme

Know a business that needs a website? We pay you €48 when they buy.

Every business finds Veloċi somewhere: an ad, a search, a friend. We'd rather pay the friend. The fees are our advertising budget, paid to the person who brought the customer instead of to Meta, Google or Bing: €18 to €91 a package, plus hosting and mailbox fees every year they stay. The customer pays the same price either way, every partner must say so wherever their link appears, and we never pay for a review.

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