Billing & Refund Policy

Velvet Africa holds payment in escrow. When you book, the amount leaves your wallet and is held by the platform — it is not sent to the creator.

Funds are released to the creator only after the session is confirmed complete. Until that point the money is recoverable.

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.

A no-show is refunded in full, automatically. You do not need to open a dispute or contact support for this.

The refund is returned to the wallet balance you paid from, 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.

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 within 72 hours of the scheduled end time.

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 disputed amount 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 escrow history and the platform messages associated with it.