Your right of withdrawal

As a consumer in the EU you normally have 14 days to withdraw from an online purchase without giving a reason.

Digital content is the exception. If you ask for it to be delivered immediately and acknowledge that you lose the right of withdrawal by doing so, the right ends once delivery starts. This is the standard arrangement for anything that works the moment you pay for it.

Edustello credits work the moment you pay for them. At checkout you are therefore asked to confirm that you want immediate access and that you accept losing your 14-day withdrawal right for that purchase. If you do not confirm it, we do not take the payment.

If you were not asked to confirm this, the waiver does not apply and your full 14-day right stands. Write to us and we will refund you.

The model withdrawal form

Where the right of withdrawal still applies, EU law says we have to hand you this form. You do not have to use it — an email that plainly says you are withdrawing works just as well — but it exists so nobody can argue about whether you were clear enough.

To Velyra Digital, legal@edustello.com: I hereby give notice that I withdraw from my contract for the following — [what you bought]. Ordered on [date]. Name — [your name]. Address — [your address]. Email address on the account — [your email]. Date — [today's date].

Send it to legal@edustello.com, or in writing to the address on the Company details page. We confirm receipt, and we do not ask you to explain yourself.

Unused credits

Golden credits you bought and have not spent are refundable within 14 days of purchase, whatever the waiver says. We would rather return money for something you never used than argue about it.

Credits that have already generated an exam are not refundable, because the cost of generating it has been incurred and the exam is yours to keep.

Credits we granted rather than sold — the ones for creating an account, and referral rewards — are not refundable, because no money was paid for them. They are golden all the same, so they do not expire.

Golden credits do not expire while your account is open. Plan credits are replaced by each new billing period's allowance, apart from the plan's rollover limit. Neither kind has cash value outside a refund of the original purchase, and neither can be transferred between accounts.

Cancelling a subscription

Cancel any time from your account, under Subscription. There is no notice period and no cancellation fee.

A new subscription is digital content too: at checkout you confirm that you want it to start immediately and accept losing the 14-day withdrawal right for that payment. If you were not asked to confirm that, the right stands — write to us within 14 days of the first charge and we refund it.

Cancelling stops the next charge. You keep plan access until the end of the current billing period. Golden credits are unaffected and stay in your balance. Plan credits you have not spent also stay — with no further billing period, no new allowance arrives to replace them — but they are not refunded in money, because they came with the subscription rather than being bought separately.

We do not refund the unused part of a period you chose to cancel partway through, unless one of the situations below applies.

When we refund without being asked twice

A charge you did not authorise, or a duplicate charge.

A subscription that renewed after you cancelled it.

A failure on our side that stopped you using what you paid for, and that we could not fix in reasonable time.

A material reduction in what your plan includes, part-way through a period you already paid for.

Failed generations

If an exam fails to generate because of a problem on our side, the credit is never taken in the first place — it is only deducted on success. There is nothing to refund, and nothing for you to chase.

A generation that succeeds but produces a result you are unhappy with is not a failure for this purpose. AI output varies; regenerate, or tell us what went wrong and we will look at it.

How to ask

Write to support@edustello.com from the email address on the account, and say what you bought and why you want it back. You do not need a form or a specific wording.

We answer within 5 working days and, where a refund is due, return it to the original payment method within 14 days of agreeing it. Stripe's own processing time then applies. A refund returns the whole amount you were charged, VAT included; we do not keep the tax.

If we say no and you disagree, you can escalate under the complaints section of our Terms of service.