Chargebacks & Credit Card Disputes

We understand that sometimes payment issues happen, but chargebacks and disputes affect everyone on the platform. Here's what you need to know if one occurs.

What Are Chargebacks?

A chargeback happens when a user disputes a transaction with their credit card provider after purchasing credits on Hidden. Typically, the user claims the charge was unauthorized or that they didn’t receive the expected service. When this occurs, the card issuer reverses the payment and submits the dispute to Hidden to review and determine whether the transaction was valid.

Does Hidden Protect Against Chargebacks?

Yes. Hidden provides all creators with free Chargeback Coverage as part of our platform protection. This coverage includes up to $2,500 USD per month in chargebacks per creator account. It applies to all eligible activity on Hidden, including messages and paid content unlocks.

Why Aren’t Tips Automatically Covered?

Tips fall into a different category and are reviewed case by case if involved in a chargeback. For example:

• If a tip was given for a custom request (e.g., a video) and the creator 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 connected to off-platform activity or any violation of Hidden’s guidelines may also be adjusted or forfeited.

Red Flag Tip Behavior

If you receive a large, unsolicited tip early in a conversation or anything feels off, please report the user immediately with a brief note on your suspicion, this can help us catch fraud early and protect your account.

What Are Adjustments?

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

• Negative adjustments may happen in cases like refunds for failed custom requests or disputed services.
• Positive adjustments include bonuses or rewards.

Note: Because of our Chargeback Coverage, most chargebacks will not appear as deductions unless a tip involved in the chargeback was reviewed and found ineligible.

For Users

If you initiate a chargeback or credit card dispute through your bank or payment provider, your access to Hidden may be temporarily restricted or permanently discontinued while the issue is reviewed.

If you believe a restriction on your account was made by error, our team is here to help. Please contact us at support@hidden.com, and we’ll look into it promptly.

Keep in mind that chargebacks initiated by users could negatively impact your favorite creators. 

Please note that chargebacks are initiated by the user and processed by their bank; Hidden is not able to override or cancel them once submitted.

Still have questions? Reach out to support@hidden.com; we’re happy to walk you through it.