Trust & operations

How we handle bans, holds, chargebacks, and support

Creators leave other platforms when rules are opaque, support vanishes, and balances disappear. This page states how Papa's Package LLC (Dover, Delaware) operates Papa's Package today—while we are still scaling ops and before live adult payment processing is fully wired.

1. Enforcement & bans

We may remove content, limit features, or suspend/ban accounts for Terms violations, illegal content, safety risks, fraud, or processor requirements.
No surprise “gotcha” as a business model. Material rules live in the Terms and Creator Agreement.
Safety reports are reviewed in our staff queue. We may hide content pending review when risk is high (including rights/DMCA paths).
Appeals: email the contact on www.papaspackage.com with your username, approximate date, and why you believe the action was wrong. We will acknowledge within our support SLA below when the queue is staffed.

2. Holds, offsets, and balances

Payment processors (e.g. CCBill / Epoch when live) and we may hold, delay, or offset amounts for chargebacks, fraud, identity checks, or legal process.
We will not silently invent “forfeiture” as a surprise fee. Holds should map to a reason (dispute, verification, policy).
Until live payouts are enabled, treat on-platform balances as accounting records, not cash in hand. Export tools help you keep your own records (Studio → Export for creators).

3. Chargebacks & disputes

Chargebacks are industry-wide and expensive. Fans should use in-app tools and support first; false disputes harm creators.
When processors are live, dispute evidence (order ids, access logs, delivery of digital goods) will be retained to respond.
Creator-facing posture: we aim to explain risk clearly and not pretend chargebacks never happen. Specific win-rate guarantees would be dishonest.
Public processor webhook URLs (when configured): https://www.papaspackage.com/api/ccbill/webhook, https://www.papaspackage.com/api/epoch/postback.

4. Support SLAs (what we commit to)

Safety reports (normal priority): first staff action within 48 hours (status → reviewing, notes, or resolution).
High / urgent reports: first action within 24 hours.
Creator account / compliance email: acknowledge within 48 hours when contact channels are monitored.

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.

5. What we will not promise