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 within 48h | Hide, warn, limit, or suspend as needed | Appeal form |
| Formal complaint | Off-platform / Content Removal intake | Decision within 7 business days (high-risk: same day) | 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 (locked contract: 18% standard → 15% floor). 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: paid every Friday for the week that ended the Monday before, after processor settlement and bank clearance. Tax info and a payout destination must be on file before your first payout — once set up, payouts go out automatically every Friday with no separate request needed.
- 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
- Normal safety reports: first staff action within 48 hours.
- Urgent / high: within 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.