Billing & Refund Policy

Velvet Africa holds your payment until the booking is complete. When you book, the amount leaves your wallet and is held by the platform.

When you book, half of the creator's share is advanced to them. The rest is released when the booking completes: once the meetup is confirmed by QR check-in or location check, or automatically if neither is recorded.

Prices are set by each creator and shown in full before you confirm, in their currency and converted to yours. There are no fees added after confirmation.

Each creator sets a cancellation policy, shown on their profile and again at checkout before you pay.

Cancelling within the window stated in that policy returns the full amount to your wallet automatically.

Cancelling outside that window may retain a portion, as stated in the policy you agreed to at checkout. The exact amount is shown to you before you confirm the cancellation.

If the creator does not arrive, tell us through support or open a dispute from the booking as soon as you can. A person reviews the booking, its check-in record and the messages on it.

If we find the creator did not attend, the refund goes to your Velvet Africa wallet at the amount you were originally charged. Cross-currency bookings are refunded at the rate locked when you booked, so exchange-rate movement never costs you. Any part already advanced to the creator is taken back as part of the refund.

A refund is returned to your Velvet Africa wallet first. From there you can spend it on the platform or withdraw it.

Withdrawals are returned to the original payment method wherever the payment provider supports it. Where it does not, we return funds to a bank account or mobile-money number in your own name — we do not send refunds to third-party accounts.

If a session did not happen as agreed, open a dispute from the booking as soon as you can. An open dispute stops the rest of the payment being released to the creator until a person decides it.

A person reviews every dispute. We aim to give a first response within 24 hours and a decision within 5 business days.

While a dispute is open, the part of the booking not yet paid to the creator stays held and is released to neither side.

Subscriptions, pay-per-view items and tips pay for access to digital content that is delivered immediately, so they are generally not refundable once accessed.

We will refund a content purchase where the content was not delivered, was not what was described, or was removed by us after you paid.

Subscriptions renew monthly until cancelled. Cancel any time from your subscriptions page; access continues to the end of the period you have already paid for and you are not charged again.

Please contact us before raising a chargeback with your bank. Almost every case we see is resolved faster through a dispute than through a card issuer, and a chargeback locks the funds for both parties for weeks.

We respond to every chargeback notice with the booking record, the payment history and the platform messages associated with it.