1. Mandatory Requirement: Contact Support First

Before initiating any formal dispute, inquiry, or chargeback with your card issuer, banking institution, or payment provider, you agree to contact Fanzzer support directly at billing@fanzzer.com or via our Contact Center.

Most billing inquiries—such as unrecognized descriptor charges, cancellation inquiries, or accidental duplicate transactions—can be identified and resolved quickly and amicably through our support team and CCBill Consumer Support, avoiding harmful dispute assessments and account suspension.

2. Understanding Chargebacks & Forced Reversals

A chargeback occurs when a cardholder bypasses the merchant and asks their issuing bank or card association (e.g. Visa, Mastercard) to forcibly pull back funds from a completed transaction.

Unlike a voluntary refund processed through our platform or CCBill, card associations levy heavy administrative dispute penalties (typically $15 to $25 per incident) regardless of dispute outcome. Furthermore, high dispute rates harm creator earnings and jeopardize merchant acquiring services.

3. Dispute Representment & Compelling Digital Evidence

Fanzzer and our payment processor, CCBill (a PCI-DSS Level 1 certified entity), actively represent and contest unjustified, bad-faith, or unauthorized disputes. To defend the platform and creators, we compile and deliver detailed evidence packages directly to card networks, including:

• Proof of Authorization: Timestamped checkbox logs demonstrating affirmative agreement to recurring subscription terms, pricing, and terms of service during hosted checkout.
• Identity & Device Match: IP address history, browser fingerprints, geolocation metrics, and account email verification matching historical account usage.
• Proof of Consumption: Internal server logs showing that the subscriber accessed the service, viewed paywalled creator media, watched livestreams, downloaded content, or exchanged messages after the disputed transaction date.
• Billing History & Renewal Reminders: Confirmation of prior undisputed billing cycles and copies of automated pre-billing email receipts sent to the registered address.
• Customer Communications: Any direct messages, customer service tickets, or communications exchanged with the creator or platform support.

4. Creator Liability & Balance Deductions

When a subscriber files a chargeback, payment dispute, or forced reversal associated with a creator's content:

• The eighty-five percent (85%) Creator Earnings portion credited for that transaction is immediately debited from the Creator Wallet balance.
• Any third-party payment processor assessment fees, chargeback surcharges, or dispute penalties (typically $15 to $25 per incident as levied by CCBill or card brands) are debited from the creator's wallet.
• Any referral reward previously credited to a referring user for that transaction is reversed and debited.
• Platform Recoupment: If reversals cause a creator's wallet balance to become negative, subsequent earnings will automatically offset and extinguish the negative balance before funds become eligible for transfer.

5. Fraudulent Disputes & "Friendly Fraud" Penalties

Initiating false, bad-faith, or fraudulent disputes—such as consuming exclusive media and subsequently claiming "unauthorized transaction," or claiming non-receipt after using paid messaging—is illegal, violates these Terms, and constitutes payment fraud.

If a user engages in fraudulent disputes or abusive chargebacks:

• The user's account will be immediately and permanently banned.
• All active subscriptions will be instantly canceled.
• The user's payment cards, IP ranges, device fingerprints, and billing identities will be permanently blacklisted across our platform and processor network.
• Any remaining balance or wallet credits are forfeited as agreed liquidated damages toward administrative investigation and dispute remediation costs.
• Fanzzer reserves the right to report bad-faith conduct to industry fraud prevention databases and seek legal restitution for associated losses.

6. Creator Chargeback Ratios & Risk Limits

Payment networks (Visa and Mastercard) enforce strict dispute thresholds on digital merchants, requiring aggregate dispute rates to remain below 1.0% of total transaction volume.

Creators whose content, promotional methods, or account activity generate disproportionate chargebacks or disputes endanger platform processing privileges. In such cases, Fanzzer reserves the right to implement temporary transfer holds, apply rolling reserves against creator balances, or terminate creator monetization privileges to preserve network integrity.

7. Contact & Dispute Assistance

Have questions about a charge on your statement or need assistance with your subscription? Please contact our dedicated billing support team before taking action with your bank:

Billing Support: billing@fanzzer.com
Help & Contact: fanzzer.com/contact
Refund Policy: fanzzer.com/refund-policy
Terms of Service: fanzzer.com/terms-of-service