Refund & cancellation policy

1. Your 14-day withdrawal right (and the digital-service exception)

Under Spanish Royal Legislative Decree 1/2007 (TRLGDCU) and EU consumer law, consumers have 14 calendar days from purchase to withdraw from a contract without giving a reason. However, Article 103 of the TRLGDCU provides an exception for digital content and services: when the consumer has expressly consented to performance beginning immediately and has acknowledged that they lose their withdrawal right once performance begins, the withdrawal right is lost.

Our services are digital and performance starts soon after purchase. At checkout you therefore:

• expressly consent to us beginning the service immediately after purchase, and
• acknowledge that you lose your 14-day withdrawal right once we start work on your order.

2. Refund before work starts

If we have not yet begun work on your order and you change your mind within the 14-day cooling-off period, we will refund you in full. No questions asked — just email [email protected] with your order number. We will issue the refund to your original payment method within 14 days.

3. Refund after work has started

Once we have started your project (with your prior consent at checkout), you lose the withdrawal right described above. We still commit to the following, by law and by choice:

• if we cannot deliver the agreed scope, you may choose between having us complete it or a refund of the amounts paid for the undelivered part;
• if a delivery does not conform to the agreed brief and we cannot fix it within a reasonable time, you may request a price reduction or, for significant non-conformity, cancellation with a proportionate refund.

4. Non-refundable work

Work already delivered and accepted, and work you cancel after it has started, is not refundable beyond the situations described above. Custom elements licensed for your project (such as third-party assets) may carry their own licensing terms which we will tell you about before purchase where relevant.

5. How to request a refund or cancel

Email [email protected] with the subject "Refund request" and include your order number and reason. We reply within one business day. Approved refunds are processed to the original payment method within 14 days of approval.

6. Consumer disputes

If you are not satisfied with the resolution, you may use the European online dispute resolution mechanisms if available to you, or contact the consumer arbitration bodies, including the Junta Arbitral de Consumo of the Community of Barcelona, for claims that qualify for arbitration. You can also contact VELTIA SOFTWARE SL (CIF B93998540) at any time at [email protected].

Last updated: 2 September 2026