If VeloWhere is not what you hoped for, we would rather refund you than keep your money. Where you bought it decides who processes it.
Effective since: September 19, 2026
Last updated: September 19, 2026
Apple processes the refund. Request it at reportaproblem.apple.com
Request in Google Play, or email us and we can process it
Not sold on the web today — see the policy below for what would apply if it is
Lumenai AS operates VeloWhere. This policy explains how to get your money back, and — just as often the real question — the difference between cancelling and refunding.
It sits alongside our terms of service.
Cancelling stops the next charge. You keep full access until the period you have already paid for runs out, and no money comes back.
A refund returns money you have already paid. Access to paid features ends when the refund is processed.
If you simply do not want to be charged again, cancel — there is no need to ask us for anything, and no reason to rush, beyond the App Store's 24-hour rule below.
Apple is the seller for App Store purchases, and Apple decides these refunds. We are not able to issue, approve or reverse them — this is how Apple's in-app purchase system works, not a policy of ours.
To request a refund: go to reportaproblem.apple.com, sign in with your Apple Account, find the VeloWhere purchase and choose the appropriate reason. You can also do it from your iPhone in Settings → your name → Media & Purchases → Purchase History.
To cancel: Settings → your name → Subscriptions → VeloWhere → Cancel Subscription. Do this at least 24 hours before your renewal date, because Apple takes the payment up to 24 hours ahead.
Email us at post@lumenai.no if you need purchase details to support your request, or if Apple declines and you think that is unfair — we will do what we can, though the final decision is theirs.
Google is the seller for Google Play purchases, but unlike Apple, we can process a Play refund for you.
Within 48 hours: request it yourself in the Google Play Store — Menu → Payments & subscriptions → Budget & order history → the purchase → Request a refund.
After 48 hours: email post@lumenai.no with the order number from your Google Play receipt. We will review it against this policy and, if it qualifies, issue the refund through Google Play. Refunds normally reach your original payment method within a few working days once processed.
To cancel: Google Play Store → Menu → Payments & subscriptions → Subscriptions → VeloWhere → Cancel subscription.
Web purchases are not offered today. VeloWhere Pro is currently sold only through the App Store and Google Play, and those stores handle their refunds (see above). The following applies if and when we offer purchases on this website:
30-day money back. If you are not happy with a subscription bought on our website, tell us within 30 days of the charge and we will refund it in full. You do not need to give a reason.
Our order process for website purchases is conducted by our online reseller Paddle.com Market Ltd, which is the merchant of record. Paddle issues your invoice and processes the refund back to your original payment method.
How to ask: reply to your Paddle receipt email, use the management link it contains, or email post@lumenai.no with your order number and we will arrange it.
Refunds are normally processed within a few working days. How quickly the money appears then depends on your bank or card issuer.
Consumers in Norway and the EEA normally have a 14-day right to withdraw from a distance contract, under the Norwegian Angrerettloven and the EU Consumer Rights Directive.
For digital content and services delivered immediately, that right falls away once you have expressly asked for the service to start straight away and acknowledged that you lose the right of withdrawal by doing so. You are asked to confirm both at checkout.
Our 30-day policy above is longer and more generous than the statutory 14 days, and we apply it regardless of that waiver. Nothing in this policy reduces any right you have under mandatory consumer law.
For App Store and Google Play purchases, Apple and Google are the sellers, and their own withdrawal and refund terms apply.
VeloWhere is free to download and the free plan costs nothing, so there is nothing to refund there.
Our free trial requires no payment details and converts into nothing — when it ends, your account simply returns to the free plan, and you were never charged. If you ever see a charge you did not intend (for example after a renewal), get in touch — that is exactly the kind of case the windows above are for.
We may decline a refund where:
Even then, your mandatory rights as a consumer still stand, and we would rather hear the situation than apply a rule blindly. Ask.
Paid features stop being available once the refund is processed, and your subscription ends. You can keep using VeloWhere on the free plan.
Your account, routes and preferences are not deleted by a refund. If you also want your data removed, ask us — see the privacy policy.
A refund does not automatically cancel an App Store subscription. If you were refunded but want the subscription to stop renewing, cancel it in your App Store settings as well.
Include your order or receipt number and which store you bought from — it saves a round trip.