Pre-incorporation notice. Venoly is run by its two founders and operated from Emmen, the Netherlands (the co-founder is based in the United States), while the legal entity (a Dutch B.V.) is being incorporated. Contracts and liabilities referenced in these documents are entered into by the founder personally until incorporation completes, at which point they transfer to Venoly B.V. by novation without action required from you. Where the documents refer to Venoly B.V., that name should be read as "Venoly (operating as a sole proprietorship pending incorporation)" until the entity is registered with the Dutch Chamber of Commerce (KvK).

1. At a glance

The short version:

Recurring Aura subscriptions: cancel any time. The current billing period is non-refundable unless you exercise your EU cooling-off right within 14 days of starting the subscription and you have not yet begun using the paid features.
One-off marketplace purchases: refundable for 14 days from purchase unless you opted in to immediate delivery with the Art. 16(m) waiver. Once you accept the waiver, the cooling-off right is gone — by your choice.
Boosts, server upgrades, gifts: non-refundable once applied; otherwise covered under the marketplace rule.
Anything bought by fraud: refunded in full, account secured, reported as appropriate.

2. Aura Subscriptions

Aura is a recurring subscription. You may cancel at any time from Settings → Subscriptions. Cancelling stops the next renewal — you keep Aura features through the end of the current billing period.

We do not pro-rate refunds for partially-used periods, except where required by your local consumer protection law or where you exercise the EU 14-day cooling-off right (§4 below).

3. One-off Marketplace Purchases

Marketplace items (themes, emoji packs, stickers, server templates, soundboards, AI personas, etc.) are digital content delivered immediately on purchase. Once delivery has begun and you confirmed the Art. 16(m) waiver at checkout, the item is non-refundable on a change-of-mind basis.

You are entitled to a refund where:

The item is materially different from how it was described.
The item does not function as advertised on a current Venoly client.
The seller has been removed from the marketplace and the item is no longer accessible.
You are exercising the 14-day right and you did not accept the waiver at checkout.

4. EU 14-day cooling-off & Art. 16(m) waiver

Under EU Directive 2011/83/EU on consumer rights (implemented in NL via Title 5, Section 2b of Book 6 of the Burgerlijk Wetboek), consumers in the EU/EEA have 14 calendar days from the conclusion of a distance contract to withdraw, without giving reasons.

For digital content, this right ends earlier if (a) you give explicit prior consent to start performance during the cooling-off period and (b) you acknowledge that doing so causes you to lose the right. We collect both consents on the checkout screen for every digital purchase and store the record so that the waiver is provable.

If you did not accept the waiver and you are within 14 days of purchase, you may exercise the withdrawal right by emailing billing@venoly.nl with your transaction ID. We will refund within 14 days of receipt of your withdrawal notice.

5. Fraud & Chargeback

If you believe a payment was made fraudulently on your account: open a support ticket immediately. We will lock the account, refund the fraudulent transactions, and work with you on recovery. You do not need to file a chargeback first.

Chargebacks filed without first attempting refund through us may result in account suspension while we work with Stripe to verify the dispute.

6. How to request a refund

Email billing@venoly.nl with:

Your account email or username.
The transaction ID (visible under Settings → Billing).
A short description of the reason.

We aim to respond within 2 business days. Refunds are issued to the original payment method.

7. Creator payouts

If you are a creator selling on the Marketplace, refunds we issue to buyers are deducted from your pending payout balance at the same rate the original sale was credited. Stripe's standard payout rules apply for chargebacks; see the Developer & Creator Terms.