We want every CX you spend to feel worth it. When something genuinely goes wrong, we issue refunds quickly. When the spend was deliberate, refunds aren't possible — that's how a creator economy works.
When we refund automatically
These cases are automatic, no ticket needed:
- A toy command was charged but the toy was offline and never executed. (We detect the failure response from the toy provider and credit the CX back within seconds.)
- A private show ended within 60 seconds of you joining due to a technical fault on our side or the model's stream dropping for more than 30 seconds.
- A duplicate purchase — you clicked Buy twice and got charged twice.
- A clear platform bug — for example a price was shown wrong and the right price was higher.
You'll see a "Refund issued" notice in the room and a transaction line in your wallet history.
When we refund on request
Open a ticket at support@camila.live and we'll review within 4 hours:
- A model didn't deliver something they explicitly promised in chat (an action, a piece of content). Provide the room and the rough time and we'll review chat logs.
- You were targeted by a scam (someone impersonating a model, claiming to be Camila staff, etc.). Always full refund.
- Unauthorised activity on your account from a session you don't recognise. We refund and walk you through securing the account.
When we can't refund
CX you spent intentionally on a tip, a private show, a group show, a fan club subscription, or a piece of premium content you watched is not refundable. Once a model has been credited their share, the money is theirs. Tipping is, by design, a one-way gift.
Chargebacks
Disputing a Camila charge with your bank is, technically, your right — but please contact us first. A chargeback costs us up to $25 in processor fees on top of the refund and triggers an automatic suspension of the disputing account while we investigate, because almost every fraudulent charge on Camila is the precursor to a chargeback.
If you reach out to support first, in 99% of cases we resolve it directly without your bank ever needing to be involved. We're faster, cheaper for everyone, and we keep your account in good standing.
Refund timing
Card refunds appear on your statement in 5–10 business days, depending on your bank. Crypto refunds go back to the originating wallet within 24 hours. Apple/Google Pay refunds appear in your Wallet within 1–3 business days.