Refund Policy

Last updated: June 2026

HeySugarDaddy operates a token-based platform. Sugar Daddies purchase tokens to unlock features and interactions; Sugar Babies earn cash from those interactions. This policy explains when refunds are available, how to request one, and what falls outside our refund scope.

1. Token Purchases

Token bundles purchased by Sugar Daddies are generally non-refundable once the payment has been processed, in line with the Consumer Rights Act 2015 and the Consumer Contracts Regulations 2013. By completing a token purchase you acknowledge that the digital content is made available to you immediately and you waive your right to a 14-day cooling-off period, as permitted under Regulation 37 of those Regulations.

2. When a Refund May Be Granted

We will consider a refund request in the following circumstances:

  • Unauthorised charge — a payment was processed without your authorisation and you notify us within 30 days.
  • Duplicate billing — you were charged more than once for the same transaction due to a technical error.
  • Technical failure — tokens were not credited to your account after a successful payment and the issue cannot be resolved within 48 hours.
  • Platform error — a documented fault on our side caused tokens to be incorrectly deducted.

3. Non-Refundable Situations

Refunds will not be issued in the following situations:

  • Tokens have already been spent — on chat unlocks, photo unlocks, virtual gifts, video calls, or profile boosts.
  • Change of mind after purchase.
  • Account suspension or termination due to a violation of our Terms of Service.
  • Dissatisfaction with another user's behaviour (please use our block and report tools instead).
  • Remaining token balance at the time of voluntary account deletion.

4. Video Call Token Refunds

When a video call begins, tokens are reserved upfront based on the agreed duration. Any reserved tokens that were not consumed during the call (for example if the call ends earlier than the reserved time) are automatically refunded to your token balance at the end of every call — no action required. This refund is applied instantly and reflected in your token balance on the call summary screen.

5. Sugar Baby Earnings

Sugar Babies do not make any payments on the platform and are therefore not eligible to raise refund requests. Cash earnings credited to a Baby's account as a result of token spend by a Daddy are not subject to reversal once the underlying transaction has been confirmed, except in the case of a validated chargeback from the Daddy's payment provider (see Section 6).

6. Chargebacks

If you believe a charge is incorrect, we strongly encourage you to contact us directly at [email protected] before raising a chargeback with your bank or card provider. We can often resolve disputes faster and with less friction than the formal chargeback process.

Where a chargeback is upheld by the payment provider, the corresponding token balance will be removed from the account and any Baby earnings derived from those tokens may be reversed. Repeated or fraudulent chargebacks may result in permanent account suspension.

7. How to Request a Refund

To request a refund, email us at [email protected] with the subject line "Refund Request" and include:

  • The email address registered to your account.
  • The date and approximate amount of the transaction.
  • A brief description of the issue.

We aim to respond to all refund requests within 5 business days. Approved refunds are returned to the original payment method within 5–10 business days, depending on your bank or card provider.

8. Changes to This Policy

We may update this Refund Policy from time to time. Material changes will be communicated by email and by updating the "Last updated" date above. Continued use of the platform after the effective date constitutes acceptance of the revised policy.

9. Contact

For any questions about this policy, please contact our support team at [email protected].