Refund & Cancellation Policy

Summary

Sweetz.ai sells digital content (AI chat, AI-generated images and videos, voice). Because the content is delivered immediately on purchase, all sales are final — we do not issue refunds for used or partially-used credit (token) balances or for any subscription period that has begun. You can cancel a subscription at any time and you will not be billed again.

This page explains how cancellation, refunds, and chargebacks work in detail, including what shows up on your card statement and how to reach us before initiating a chargeback.

Billing Descriptor

Charges from Sweetz.ai may appear on your bank or credit card statement under one of the following descriptors:

• SWEETZ.AI or SWEETZAI*MEMBER
• SWEETZ DIGITAL LTD (full legal entity, used for some banks)

If you don't recognize a charge, please email billing@sweetz.ai with the date, last 4 of card, and amount before disputing with your bank — we can almost always resolve within 24 hours.

Subscription Cancellation

Premium subscriptions renew automatically at the end of each billing period (monthly or yearly) at the then-current price. You may cancel at any time through:

• The profile settings page → "Manage subscription".
• By emailing support@sweetz.ai from the address linked to your account.

Cancellation takes effect at the end of the current billing period. You retain access until that date. We do not issue partial refunds for unused time within a billing cycle.

Refund Eligibility

Refunds are evaluated case-by-case. We will issue a refund when:

• You were double-charged for the same subscription period (we refund the duplicate within 5 business days).
• You were billed after a successful cancellation (we refund the erroneous charge in full).
• Your account was charged due to unauthorized use that you report within 30 days of the transaction (we may require a written statement for fraud review).
• Applicable consumer law in your jurisdiction requires a refund — see the UK / EEA section below.

We do not issue refunds for:

• Used or partially-used credits (tokens).
• Unused credits remaining when an account is deleted.
• Subscription periods that have already started.
• Image, video, or chat generations the user did not enjoy or considers low quality.
• Failure to use the Service during a paid period.

UK & EEA Consumer Cancellation Rights

If you are a consumer resident in the United Kingdom or the European Economic Area, you normally have a 14-day cooling-off right to cancel a distance contract under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 (UK) or the Consumer Rights Directive (EU).

Because Sweetz delivers digital content immediately upon purchase, you expressly agree at checkout that we may begin supplying the content right away, and that by doing so you acknowledge you lose the statutory cooling-off right. This waiver does not affect any other non-excludable statutory right you have, including rights relating to faulty digital content under the Consumer Rights Act 2015 (UK) or equivalent EEA law.

Chargebacks & Disputes

Filing a chargeback with your bank without first contacting us costs everyone time and money — and most disputes turn out to be issues we can resolve in minutes. Before disputing a charge, please email billing@sweetz.ai. We respond within 24 hours and aim to issue eligible refunds the same business day.

If you file a chargeback we cannot resolve, your account may be suspended pending investigation. Fraudulent or bad-faith chargebacks ("friendly fraud") may result in permanent account closure and forfeiture of any remaining balance.

We comply with all card-network chargeback rules (Visa, Mastercard, American Express, Discover) and respond to representment requests with the supporting transaction record.

Failed Generations & Service Outages

If a paid action fails server-side before delivering content (e.g. an image generation that errors out before producing an image, a video that fails encoding, a chat token charged for a response that never reached you), tokens are automatically refunded to your balance — usually within seconds. You will see a matching refund entry in your token transaction history. No action is required.

How to Reach Us

Billing Support, Sweetz Digital Ltd
Email: billing@sweetz.ai
Response target: 24 hours, 7 days a week.
Postal: 71-75 Shelton Street, Covent Garden, London, WC2H 9JQ, United Kingdom.