Payment & Cancellation Policy
Raw · Velora Labs LLP
Last updated: 16 October 2026
This Policy explains pricing, payment processing, automatic renewal, cancellation, and refunds for paid features on the Raw anonymous dating platform offered by Velora Labs LLP.
1. Subscription Plans
Raw offers paid subscription plans (Raw Plus) with monthly and yearly options that unlock premium features such as additional expressions of interest, advanced nearby filters, profile highlights, and other pro features. One-time purchases (highlights, extra interests, etc.) may also be offered. Current pricing is displayed as shown at the paywall / in the App at the time of purchase and may be updated from time to time.
| Plan | Billing cycle |
|---|---|
| Raw Plus (monthly and yearly options) | As shown at the paywall / in the App |
| One-time purchases (highlights, extra interests, etc.) | Consumed in-App, non-recurring |
Active subscribers retain access to all included premium features for the entire paid period.
2. Payment Methods
- Payments are processed by RBI-licensed payment gateway partners (such as Razorpay, PhonePe, or similar providers). The active payment gateway may change from time to time without prior notice.
- Supported methods: UPI & UPI Autopay, credit/debit cards, netbanking.
- For UPI Autopay and card mandates, you authorise the payment gateway partner to debit the agreed amount on each renewal date until you cancel.
- Velora Labs LLP does not store your card or UPI credentials.
3. Auto-Renewal
- Subscriptions auto-renew at the end of each billing cycle using the mandate set up at first purchase.
- You will receive a notification from your bank or UPI app before each Autopay charge, as required by RBI guidelines.
- If a renewal payment fails, we will retry up to two times within 7 days. If all attempts fail, your subscription will lapse automatically — your access reverts to the free tier.
4. How to Cancel Auto-Renewal
You can cancel auto-renewal at any time. Cancellation prevents future charges but does not cut your current period short — you continue to enjoy premium access until your paid period ends.
Option A — From your UPI / Bank App
- Open your UPI app (PhonePe, GPay, Paytm) → Autopay / Mandates → find “Velora Labs / Raw” → Pause or Cancel.
- For cards, log in to your bank’s net banking → Recurring Mandates → cancel the standing instruction.
Option B — Email Support
- Email info@veloralabs.com from your registered phone number with the subject “Raw Cancellation Request”, and we will cancel your auto-renewal within 2 working days.
5. Refund Policy
Due to the digital nature of the service, all completed payments — including subscriptions, highlights, extra interests, and other in-App consumables — are non-refundable except where required by applicable law or as expressly described below.
5.1 Eligible refund cases
- Duplicate charge — if you were debited twice for the same subscription cycle or the same one-time purchase, the duplicate amount is refunded in full within 5–7 working days.
- Failed activation — if your payment was deducted but premium access or the purchased item was not activated within 24 hours and our support team cannot resolve it, you receive a full refund.
- Unauthorised charge — if you can show a charge was made without your consent (e.g., fraudulent mandate), report it within 7 days; we will investigate and, if confirmed, refund the disputed amount.
5.2 Non-eligible cases
- Change of mind, loss of interest, or unused subscription time.
- Dissatisfaction with the number of matches, mutual interests received, conversations started, or any dating outcome — Raw is an introductions platform and we do not guarantee matches or outcomes.
- Inability to use the Platform due to user-side issues such as device incompatibility, storage, connectivity, or accidental deletion.
- Failure to cancel before an upcoming renewal date.
- Account suspension or termination resulting from a violation of our Terms or Community Guidelines. In such cases unused subscription time is forfeited.
- Consumed in-App purchases (highlights, extra interests, etc.) once they have been used.
5.3 How to request a refund
- Email info@veloralabs.com with subject “Raw Refund Request”.
- Include your registered phone number, transaction ID (visible in your UPI / bank statement), and reason for refund.
- We acknowledge within 2 working days and resolve eligible refunds within 7–10 working days. Refunds are credited back to the original payment instrument.
6. Free Tier & Trials
- The free tier of Raw remains available without payment and includes core anonymous discovery, expressing mutual interest, and chat with daily usage caps.
- If a free trial is offered for a paid plan, the trial details and end date are shown at the paywall before you confirm. Auto-charge begins at the end of the trial unless you cancel before then.
7. Price Changes
- We may revise plan prices. Existing active subscribers continue at the price they originally agreed to until their next renewal cycle.
- If pricing changes for the next renewal, you will be notified at least 7 days before the renewal date and may cancel before being charged the new rate.
8. Taxes
- All prices are inclusive of applicable taxes such as GST.
- GST invoices are available on request from info@veloralabs.com.
9. Chargebacks & Disputes
- If you initiate a chargeback through your bank without first contacting us, we may suspend or terminate your account during dispute resolution.
- Please email support first — most issues are resolved faster directly.
10. Contact
- Company Name: Velora Labs LLP
- Email: info@veloralabs.com
- Registered Office: F No-1002 B, 10th Floor, Budhia Bagan, Main Road, Ranchi G.P.O., Kotwali Police Station, Ranchi - 834001, Jharkhand, India