Refund Policy

Effective date: 12 March 2026

This policy explains how SWEETFA handles credit corrections, card refunds, and payment disputes.

1. Credits do not expire

Credits purchased for SWEETFA do not expire. You can keep them on your account until you need them, so there is no time pressure to request a refund just because you have not used them yet.

2. Credit Errors Caused by Us

If a document fails, credits are deducted in error, or a payment issue causes you to lose credits you should still have, we will correct the balance in full within 24 hours after we verify the issue.

In most cases this will be a credit reinstatement to your account rather than a cash refund, because the problem is the incorrect deduction of credits rather than the original purchase itself.

3. Monetary Refunds for Unused Credit Purchases

You can request a monetary refund within 14 days of purchase if the credits unused are still sitting on the account and the account is closed.

• Refunds are reviewed against the purchase record and account usage.
• If any of the purchased credits have been used, we may refuse the cash refund and instead correct any confirmed service error by restoring credits.
• Approved refunds are returned to the original payment method through Stripe.

4. Chargebacks and Payment Disputes

If your bank or card provider raises a dispute, Stripe will notify us and we will review the related payment, account activity, and credits granted. If a chargeback is upheld, we may remove the related credits from the account.

5. How To Request Help

Email support@sweetdocs.co.uk with the subject line Refund request.

Please include:

• The email address or phone number on the account
• The date of purchase
• A short description of the problem

6. Response Times

We aim to acknowledge refund and credit correction requests within one business day. If we confirm a credit deduction error, we will reinstate the affected credits within 24 hours.