Customer Support
We answer fast — usually within hours, never longer than 24 hours.
How to Reach Us
Email is our primary support channel. We answer 7 days a week. For most issues you'll get a real human reply the same day; the worst case is 24 hours. The right address depends on what your question is about:
General & account questions
support@sweetz.ai— response in 24 hours
Billing, refunds, chargebacks
billing@sweetz.ai— response in 24 hours
Please email us before disputing a charge with your bank — we can almost always resolve same-day.
Privacy / data requests (GDPR, CCPA)
privacy@sweetz.ai— response in 30 days
DMCA / copyright
dmca@sweetz.ai— response in 5 business days
See our DMCA policy for required notice contents.
Content removal (privacy, consent, identity)
removal@sweetz.ai— response in 72 hours, 24h for CSAM
See our content removal page for what to include in your request.
Trust & safety / AUP violations
trust@sweetz.ai— response in 72 hours
See our Acceptable Use Policy for prohibited categories.
2257 / regulatory compliance
compliance@sweetz.ai— response in 72 hours
Self-Serve Help
Many common requests can be handled directly from your account:
- Cancel subscription — Profile → Manage subscription. Cancellation takes effect at the end of the current billing period.
- Delete your account — Profile → Settings → Delete account. This is permanent and removes your conversations, characters, and tokens.
- Update payment method — Profile → Manage subscription → Update card.
- Diamond transaction history — Profile → Diamonds. Lists every charge and refund.
Postal Address
Sweetz Digital Ltd
71-75 Shelton Street
Covent Garden
London, WC2H 9JQ
United Kingdom
Registered in England & Wales
Response Time Commitments
We aim to acknowledge every email within 24 hours. Substantive replies usually come within the same window. The targets above are firm commitments — if you have not heard back within the stated time, follow up directly to support@sweetz.ai and reference your original message.