Trust & operations
Clear rules. Real support. No surprise holds.
How we handle enforcement, reports, chargebacks, and payouts — without black-box bans or mystery balance freezes. Operated by Papa's Package LLC (Dover, Delaware).
1. Age, consent & enforcement
- Creators verify government ID before monetizing (Studio → Verify ID). Consent required for every person depicted — see compliance policy.
- Plain-language rules: Content Policy. Full legal: Terms §6, Content Provider Agreement, Takedown & Appeals, Prohibited Terminology.
2. Enforcement matrix
Two clocks, one story: in-app report first response vs formal complaint resolution.
| Severity | Examples | First response | Typical action | Appeal |
|---|---|---|---|---|
| P0 | CSAM, NCII, non-consensual, trafficking, imminent harm | Same day (urgent queue 24h target) | Auto-hide + staff review; ban / LE when required | Appeal form |
| P1–P3 | Other AUP / spam / IP / harassment | In-app report first-response target: 48h | Hide, warn, limit, or suspend as needed | Appeal form |
| Formal complaint | Off-platform / Content Removal intake | Decision target: within 5 business days (high-risk: same-day target) | Recorded upheld / overturned | |
3. Holds & balances
- Processors and we may hold or offset for chargebacks, fraud, identity checks, or legal process — always tied to a reason.
- We do not invent silent “forfeiture” fees. If funds are held, the reason should be explainable in Studio or support.
- Export your records anytime (Studio → Export).
4. Money rules (creators)
- All-in fee schedule: /fees (published schedule: 18% standard → 15% floor; the signed creator agreement controls). Payment-processing costs are platform overhead only — creators are never charged a second processor fee on top of the fee schedule above. Live rate: Studio → Earnings.
- Payouts are not active yet. The target is a Friday run after processor settlement. Actual timing, eligibility, tax and payout onboarding, and permitted holds will be confirmed in the creator agreement before monetization opens.
- Chargebacks/refunds may reverse prior net and hold open payouts until resolved. See fees page Money rules and Studio ledger lines.
5. Chargebacks
- Fans should use in-app support before disputing a charge. False disputes hurt creators and may lead to account action.
- We retain order IDs, access logs, and delivery records to respond to processor disputes when billing is live.
- We explain chargeback risk honestly — we do not promise win rates.
6. Support targets
The times below are operational targets, not guaranteed service levels. Targets are in calendar hours for open reports in our admin queue. Complex legal or payment cases may take longer; we will still acknowledge within the SLA when possible.
- Normal safety reports: first-response target 48 hours.
- Urgent / high: first-response target 24 hours.
- Creator / compliance email: acknowledge promptly when channels are monitored (see Contact).
7. What we will not promise
- That we never ban (illegal content and fraud exist).
- That processors never hold funds.
- 24/7 human chat at every scale.
- Guaranteed ranking or promote ROI.