Purchase history, refunds and charges

Where to find your purchases and spending, when a purchase is refunded, how to request it and what to do about a charge you don’t recognise.

Updated on September 30, 20265 minutes read

In this article

Every token you buy and every token you spend leaves a trace in your account. Here’s where to read it, when a purchase can be refunded, how to request a refund and what to do if there’s a charge on your statement you don’t recognise. The full rules are in the Refund & Cancellation Policy.

Where to find your activity

The Tokens page has two lists.

History — your top-ups, with date, amount paid, tokens credited and status: Pending, Processing, Successful, Failed, Cancelled or Refunded. Orders abandoned before payment don’t appear.
Transactions — the full picture of your tokens: what you topped up and where you spent it, across content, tips, private sessions, group shows and Fan Clubs.

Every payment has a reference: include it when you write to support, it lets us find it straight away.

About receipts: your purchase confirmation is the Successful row in the History, with date, amount and reference. If you need a document for a purchase, write to support with the reference.

When a purchase is refunded

Tokens are a digital service delivered straight away: once spent, the payment has also reached the performer who provided the content or the show. That’s why they’re only refunded in specific cases.

Situation	What we refund	How
You change your mind about your last purchase, within 14 days, and haven’t spent a single token of it	The whole purchase	To the original payment method
A charge you didn’t authorise	The purchase, minus the tokens you spent yourself	To the original payment method
A billing error: charged twice, or a different amount from the price shown	The amount charged in error	To the original payment method
You paid but the tokens didn’t arrive	The purchase, or the missing tokens if you prefer	To the original method, or in tokens
A private or group session cut short by a Sweetly fault	The minutes paid for and not received	In tokens, to your balance
A Fan Club paid for 3 or 12 months, if the performer leaves Sweetly before the end	The unused months, pro rata	In tokens, to your balance
We close your account for a reason other than a violation or fraud	The remaining tokens	To the original payment method

What isn’t refunded

Tokens spent on a session that took place, on content you unlocked or on a tip you sent aren’t refunded. However, if content or a show wasn’t as described, tell us: we review every case and, if the performer broke the rules, we can refund you and take action.

How to request a refund

Open a ticket with the subject “Refund”. If you can’t sign in, write to [email protected] from your account’s email address.
Give the date and amount of the charge and, if you can, the last four digits of the card or the payment reference.
Briefly explain what happened.

We reply within 24 hours and decide on every request within 7 working days. Request a refund within 60 days of the charge: we still review later requests, but we may no longer be able to check what happened.

Refund timings

To a card: usually appears within 5–10 working days, depending on your bank.
In crypto: in the same currency you paid with, for the amount charged, to a wallet address you give us.
In tokens: they reach your balance immediately.

A charge you don’t recognise

First, check your History: charges can appear on your statement with a discreet description that doesn’t mention Sweetly, and comparing date and amount is often enough to recognise them. Also check nobody else at home uses your account.

If the charge isn’t yours, change your password straight away — that closes all open sessions — and open a ticket with the subject “Refund”.

Before going to your bank

Contact us before opening a dispute (chargeback) with your bank: in most cases we solve it ourselves, and our refund reaches you sooner. When a chargeback is opened, the tokens bought with that payment are removed from your balance and the account can be suspended while the dispute is open. Disputes that turn out to be fraudulent lead to the account being closed.

Frequently asked questions

Can I get a refund for tokens I haven’t used?

Yes, if it’s your last purchase, within 14 days, and you haven’t spent a single token of it. Tokens left over from earlier purchases aren’t refunded.

How long does a refund take?

We reply within 24 hours and decide within 7 working days. Once approved, a card refund usually appears in 5–10 working days; a token refund is immediate.

My private session was cut short: do you give me my tokens back?

If it was cut short by a Sweetly fault, yes: we return the minutes paid for and not received, in tokens. Open a ticket with the performer’s name and the time.

Do I get an invoice for my purchases?

The confirmation of every purchase is in the History on the Tokens page, with amount and reference. If you need a specific document, write to support with the payment reference.

What happens if I open a chargeback with my bank?

The tokens from that purchase are removed from your balance and the account can be suspended while the dispute is open. That’s why we ask you to contact us first: we usually solve it faster.