When reporting a problem, it helps to include your device model, OS version, and the app version (Settings → About).
Getting started
What does Vellua do?
Vellua scans your skin from a selfie, gives you a Glow Score and gentle, specific insights, and builds a personalised morning and evening routine. Re-scan over time to watch your progress side by side. Our aim is to help you understand your skin — never to judge it.
How do I get the best scan?
Use soft, natural light facing a window, remove makeup and glasses, and hold your phone steady while you fill the guide oval. Vellua captures automatically once the framing and lighting look good. If the photo is too dark or blurry to read confidently, we’ll gently ask you to try again rather than give you an unreliable result.
Is Vellua medical advice?
No. Vellua provides cosmetic and general wellness information only. It does not diagnose, treat, or detect any medical condition, and it does not detect skin cancer, moles, or lesions. For any medical concern, please see a qualified healthcare professional or dermatologist.
Do I have to be 18?
Yes. Vellua is intended for adults aged 18 and over.
Your photos & privacy
What happens to my photos?
Your selfie is resized on your device, sent securely to our processing service to generate your results, and then discarded — we never store your photos on our servers. The original photo and your “glow preview” are saved only in Vellua’s private storage on your phone, so you can compare progress over time. Vellua analyses only the cosmetic condition of skin; it does not use facial recognition and never tries to identify you. Full details are in our Privacy Policy.
How do I delete my data?
Open Settings → Delete all data in the app. This erases your on-device data — including saved photos — and, if you created an account, your cloud backup. Uninstalling the app also removes on-device data. If you’d like us to confirm deletion or help with a data request, email us.
Subscriptions & billing
What does the subscription include?
A Vellua subscription unlocks your full skin report, all skin concerns with explanations, your complete personalised routine, unlimited scans, and progress history and comparisons. The free experience includes a weekly scan with your Glow Score and top concerns.
How do free trials and charges work?
If you start a free trial, you won’t be charged during the trial period. Unless you cancel before the trial ends, it converts to a paid subscription at the price shown at sign-up. Subscriptions renew automatically until cancelled. All prices are shown in the app before you confirm.
How do I cancel my subscription?
You manage and cancel subscriptions through your app store account — not inside Vellua:
iPhone / iPad: Settings → tap your name → Subscriptions → Vellua → Cancel Subscription.
Android: Google Play → profile icon → Payments & subscriptions → Subscriptions → Vellua → Cancel.
Cancelling stops future renewals; you keep access until the end of the current period.
How do I restore a purchase?
If you reinstalled the app or switched devices, open the paywall and tap Restore, signed in with the same Apple ID or Google account you purchased with. If it doesn’t restore, email us and we’ll help.
Can I get a refund?
Purchases are handled by Apple and Google, so refunds are requested through them:
If you hit trouble, email us and we’ll do our best to help.
Troubleshooting
My scan won’t complete or the camera won’t open
Make sure Vellua has camera permission (device Settings → Vellua → Camera), you have a working internet connection, and you’re on the latest app version. Closing and reopening the app resolves most temporary issues. If it persists, email us with your device and OS version.
I’m not getting my routine reminders
Check that notifications are enabled both in Vellua and in your device settings (Settings → Vellua → Notifications). You can set your preferred morning and evening times inside the app.