This translation is provided for information purposes only. In the event of any discrepancy, the French version shall prevail.
VELVET is a premium subscription service giving access to exclusive features such as profile suggestions, messaging, optional identity verification and priority access.
By using our services, you accept the terms described below.
1. Subscriptions and payments
VELVET subscriptions are billed in advance for the period chosen (monthly, quarterly or annual). Payment is taken immediately at the time of subscription via our secure payment service provider.
The prices in force are displayed in Swiss francs (CHF), inclusive of all taxes, on the Site’s subscription page before any subscription is taken out. Payment is charged in euros by CCBill: the amount in euros corresponds to the equivalent value of the CHF price at the exchange rate of the day, and it is shown to you before you confirm the payment.
For annual subscriptions, the user is informed that the total amount is charged in a single payment and that the no-refund policy applies from activation, subject to the 14-day right of withdrawal.
A 5-day free trial period is offered on the Découverte plan: no amount is charged during the trial. At the end of this period, the subscription starts automatically unless cancelled beforehand. The user will be notified by email at least 24 hours before the end of the trial period.
2. Automatic renewal
Subscriptions are renewed automatically at the end of each period, unless cancelled beforehand by the user. A reminder email is sent at least 5 days before each renewal, stating the amount and the date of the forthcoming payment.
3. Cancellation
The user may cancel their subscription at any time:
- from their personal area (‘My subscription’ section),
- or by email to [email protected].
Cancellation takes effect at the end of the current period: the user retains access to the premium features until the expiry date, without renewal.
You may also request the cancellation of your subscription directly from our payment service provider CCBill: https://support.ccbill.com (‘Cancel my subscription’ form).
4. Refund policy – General principle
VELVET is a digital subscription service that is performed immediately. Refund requests are examined on a case-by-case basis, taking into account the nature of the service, the period of actual use and the particular circumstances put forward by the user.
Any refund request may be sent:
- directly to the support team of our payment service provider CCBill, which handles the processing of transactions: https://support.ccbill.com,
- or to VELVET by email to [email protected].
Sections 5, 6 and 7 below describe the main cases in which a refund is typically granted.
5. Right of withdrawal
In accordance with the applicable provisions of the Swiss Code of Obligations and, for users residing in the EU/EEA, Directive 2011/83/EU, you have a right of withdrawal of 14 calendar days from the date on which the subscription was taken out, without having to give any reason.
5.1 How to exercise your right of withdrawal
Send your request by email to [email protected], stating:
- your surname and first name,
- the email address associated with your VELVET account,
- the date on which the subscription was taken out,
- your clear intention to withdraw (for example: ‘I wish to exercise my right of withdrawal in respect of my VELVET subscription taken out on [date].’).
5.2 Refund
In the event of a valid withdrawal, VELVET will make a full refund within 14 days of receipt of the request, using the same means of payment as that used for the initial transaction. No fees will be charged in respect of this refund.
5.3 Waiver of the right of withdrawal
If the user has expressly:
- consented to immediate access to the premium service, and
- acknowledged that they waive their right of withdrawal,
by means of a specific tick box during the payment process, the right of withdrawal may no longer be exercised once the service has actually begun.
5.4 Model withdrawal form
For the attention of VELVET – [email protected]:
I hereby give notice that I withdraw from the contract for the provision of the following service: VELVET subscription [Découverte / Premium / Elite]. Taken out on: [date] Name: [surname and first name] Account email address: [email] Date: [today’s date]
6. Billing errors
In the event of a payment error attributable to VELVET (double billing, incorrect amount, payment taken after cancellation has taken effect), the user may contact our support team in order to obtain a correction or a refund.
The refund will be made within a maximum of 14 working days following confirmation of the error by our team.
7. Exceptional refund cases
A refund may exceptionally be considered in the following situations:
- Prolonged unavailability of the service: total inability to access the service for a period of more than 7 consecutive days, for technical reasons attributable exclusively to VELVET. The refund will be calculated pro rata to the period of unavailability.
- Proven fraud: proven fraudulent use of the user’s means of payment by a third party.
- Unjustified ban: if a banned user is reinstated by decision following examination of their complaint, a pro rata temporis refund for the unused period may be granted.
Any request may be sent to VELVET ([email protected]) or directly to CCBill support (https://support.ccbill.com).
8. Complaints procedure
Any complaint relating to billing or subscriptions must be sent to:
VELVET – Billing Department Email: [email protected]
VELVET undertakes to acknowledge receipt of the complaint within 48 working hours and to give a final response within 15 working days.
9. Dispute resolution
In the event of a dispute not resolved by the complaints procedure:
- Amicable resolution: the parties undertake to seek an amicable solution as a priority.
- Mediation (EU/EEA): users residing in the EU/EEA may submit their complaint via the European Online Dispute Resolution platform: https://ec.europa.eu/consumers/odr/
- Jurisdiction: these terms are governed by Swiss law. Any dispute shall be subject to the exclusive jurisdiction of the courts of the Canton of Valais, subject to mandatory consumer protection provisions.
