Refund Policy

1. The general rule

Purchases on SwitCity are generally non-refundable. This covers subscriptions, pay-per-view posts, tips, and wallet top-ups that have already been spent. Content and access are delivered as soon as the payment is confirmed. Prices and charges are shown before you pay.

2. When we refund

• A verified technical error on SwitCity's part that charged you twice for the same thing.
• A payment taken for a subscription after you had cancelled it and the cancellation was confirmed.
• A scheduled call booking that does not go ahead, for example because you cancel before the start time, the creator declines, or the time is no longer available. These refunds go to your SwitCity wallet.

Accounts removed for breaking our Terms & Conditions are not eligible for refunds.

3. If you were charged but did not get what you paid for

• Pay-per-view: if your payment arrives but the post cannot be unlocked at that moment (for example the price changed or the video is still processing), the money is added to your SwitCity wallet so you can unlock it from there.
• Wallet top-ups: the wallet is credited when the payment provider confirms your payment. This is usually quick. If you paid and your wallet has not been credited, write to us with the payment reference and we will trace it.
• Cards, PayPal and mobile money payments that fail, are cancelled or expire are not charged. If a payment shows as taken by your bank but failed with us, contact us and we will check it with the provider.

4. Subscriptions and renewals

Subscriptions are paid up front for the period you choose. A subscription paid by card may renew automatically with that card, and you are told this when you pay. You can turn automatic renewal off at any time from your subscriptions.

5. How to ask for a refund

Email hello@switcity.com within 7 days of the charge. Please include the email address or username on your account, the date and amount, the payment method, and the payment reference if you have it. We review each request and reply by email.

6. How refunds are paid

Approved refunds are credited to your SwitCity wallet. You can use that balance for subscriptions, posts, tips and calls.

7. Payment providers

Payments are processed by Flutterwave (card, PayPal, M-Pesa and mobile money) and Bani (bank transfer, mobile money and crypto). Card details are entered on the provider's own secure page and are never stored by SwitCity. For payment problems, see also our Complaints Policy and Contact page.