Refund & Cancellation Policy

On Sweetly you buy Tokens, prepaid credits used only to pay for services on the Platform: live shows, tips, pay-per-view content, messages and Fan Club subscriptions. One Token is worth €0.10. Tokens are credited to your balance as soon as the payment is confirmed, and everything you unlock with them is delivered digitally and immediately. Nothing is shipped.

Tokens cannot be exchanged for cash, transferred to another account or used outside the Platform. For this reason, Tokens that were bought and credited correctly are not refundable once you have started spending them, except in the cases listed in section 2 or where the law requires otherwise. If you change your mind about your last purchase before spending any of it, you can have it refunded within 14 days (see sections 2 and 3).

The full price is shown before you pay: the Token package, the amount and the currency. There are no hidden fees, no automatic Token top-ups, no free trials and no welcome bonuses.

We do not refund Tokens spent on a show that took place, on content you unlocked, or on tips you sent: once the service has been delivered, the payment has also reached the Performer who provided it. If you believe content or a show did not match what was described, report it to us: we review every report, and where the Performer broke our rules we can refund you and act against the Performer.

If you are a consumer in the European Union or the United Kingdom, the law gives you 14 days to withdraw from a distance purchase. For digital content supplied immediately, that right ends once supply begins, provided you asked for immediate supply and acknowledged the loss of the right (Article 16(m) of Directive 2011/83/EU; section 37 of the Consumer Contracts Regulations 2013).

At checkout you ask us to credit your Tokens immediately and acknowledge that you lose the right of withdrawal for the Tokens you spend. As long as you have not spent any Tokens from your last purchase, you can still withdraw within 14 days of it and receive a full refund, as described in section 2.

• A Fan Club subscription renews automatically at the end of each period using the payment method you chose when you subscribed, until you cancel it.
• You can cancel at any time, in one click, from the Subscriptions page of your account. Cancellation stops the next renewal; you keep access until the end of the period you have already paid for.
• The period already started is not refunded, except in the case described in section 2 for prepaid periods.
• The price you subscribed at is locked for 12 months. After that it moves to the Performer’s current price, and we notify you before the change so that you can cancel if you do not want to continue.
• If a Performer stops offering your tier, your subscription is not renewed and nothing more is charged.

1. Open a ticket from the Support page of your account with the subject “Refund”. If you cannot sign in, write to [email protected] from the email address of your account.
2. Tell us the date and amount of the charge and, if possible, the last four digits of the card or the transaction reference shown in your purchase history.
3. We reply within 24 hours and decide on every request within 7 business days. If the refund is accepted, we tell you how and when you will receive it.

Refunds to a card normally appear within 5–10 business days, depending on your bank. Refunds of crypto payments are made in the same asset used to pay, for the amount charged at the time, to a wallet address you provide. Refunds as Tokens are credited to your balance immediately.

Please request refunds within 60 days of the charge. Later requests are still reviewed, but we may no longer be able to verify what happened.

If you do not recognise a charge, contact us before contacting your bank: in most cases we can resolve it faster, and a refund from us reaches you sooner than a dispute. When a chargeback is opened, the Tokens bought with that payment are removed from your balance and the account may be suspended while the dispute is open. Chargebacks found to be fraudulent lead to the closure of the account, as set out in our Terms of Service.

When a Member is refunded or a payment is charged back, the earnings that payment generated are reversed from the balance of the Performer who received them. Advertising spaces bought by Performers follow this same policy: a banner period that could not be shown because of a failure of the Platform is refunded as Tokens.

We may update this policy; the date at the top shows the latest version, and changes never apply to purchases made before they take effect. For any question about a payment, use the Support page or write to [email protected].