Chargebacks and credit card disputes

Payment issues sometimes happen, but chargebacks and disputes affect everyone on the platform. Here’s what to know if one comes up, whether you’re a Creator or a Fan.

What is a chargeback?

A chargeback happens when a user disputes a transaction with their credit card provider after buying credits on Hidden, usually claiming the charge was unauthorized or that they didn’t receive what they paid for. The card issuer reverses the payment and sends the dispute to us to review and decide whether the transaction was valid.

Does Hidden protect Creators against chargebacks?

Yes. In most cases, Hidden shields Creators from chargebacks. This protection covers eligible activity, including messages and paid content unlocks. We review all activity case by case, and we reserve the right to deduct earnings tied to chargebacks or any violation of our Terms of Service.

Why aren’t tips automatically covered?

Tips are reviewed case by case when a chargeback is involved. For example:

• If a tip was for a custom request (like a video) and you delivered it with proof, we’ll generally approve it and you’ll keep your earnings.
• If the custom content wasn’t delivered, the tip will likely be reversed and deducted.
• Tips tied to off-platform activity or any guideline violation may be adjusted or forfeited.

Watch for red-flag tips

If you get a large, unsolicited tip early in a conversation, or anything feels off, report the user right away with a quick note on your suspicion. This helps us catch fraud early and protect your account.

What are adjustments?

Adjustments are changes to your account earnings, both positive and negative.

• Negative adjustments can happen for things like refunds on failed custom requests or disputed services.
• Positive adjustments include bonuses or rewards.

Thanks to our chargeback coverage, most chargebacks won’t show up as deductions unless a tip in the dispute was reviewed and found ineligible.

If you’re a Fan

If you start a chargeback or dispute through your bank, your access to Hidden may be temporarily restricted or permanently discontinued while we review it. Keep in mind that chargebacks can also negatively affect your favorite Creators. Once a chargeback is submitted, it’s processed by your bank, and Hidden can’t override or cancel it.

If you think a restriction was applied by mistake, contact us at support@hidden.com and we’ll look into it promptly.

Still need help? Reach out to our Support team and we’ll be happy to help.