Creator Refund & Chargeback Policy

This Creator Refund & Chargeback Policy (“Policy”) forms part of the Creator Agreement between you (“Creator”, “you”) and Subco Group Ltd (“Subs”, “we”, “our”, or “us”), a company registered in England and Wales, and applies to all content and services you provide on the Subs platform (“Platform”).

By continuing to use the Platform as a Creator, you accept the terms of this Policy.

1. Purpose

This Policy outlines how refunds and chargebacks initiated by Subscribers may affect Creators, and the associated rights and obligations. It ensures compliance with consumer protection laws and card network rules, while preserving Creator accountability and platform integrity.

2. Refund Scenarios

2.1. Subscriber-Initiated Refunds

Subscribers may request refunds under specific conditions outlined in our User Refund Policy (e.g., technical failures, unauthorized use, duplicate billing).

Where such a refund is approved:

  • Payouts to Creators may be reversed, whether or not already disbursed.
  • Subs reserves the right to deduct refunded amounts from future earnings or require repayment if sufficient funds are not available.
  • Creators will be notified in writing if a refund affects their balance.

2.2. Platform-Initiated Refunds

Subs may issue refunds unilaterally in the event of:

  • Confirmed fraud or abuse.
  • Violations of content standards or community guidelines.
  • Misleading or deceptive practices by the Creator.

In these cases:

  • The Creator forfeits any revenue associated with the refunded transaction.
  • Subs may suspend or terminate the Creator’s account if misconduct is confirmed.

2.3. Retention of Content for Active Subscriptions

If you delete your Creator account while one or more active subscriber periods remain, your content will remain accessible to those subscribers until the end of their current subscription period, unless removal is required by law or this Policy

2.4. Reasonable Opportunity to View Content

If paid content (including subscription content or pay-per-view material) is removed before a subscriber has had a reasonable opportunity to access it, we may issue a refund or credit to the subscriber. The refunded amount will be deducted from your available or future earnings.

3. Chargebacks

A “chargeback” occurs when a Subscriber disputes a transaction with their financial institution, leading to a forced reversal of funds by the card network.

3.1. Handling of Chargebacks

  • Subs will contest chargebacks on behalf of the Platform and Creators where feasible.
  • Creators are required to cooperate fully by providing timely and accurate evidence if requested (e.g., message logs, proof of content delivery).
  • If the chargeback is lost, the Creator's earnings for that transaction will be reversed, and a chargeback fee (typically between £15–£25) may apply depending on payment processor rules.

3.2. Chargeback Abuse

Patterns of excessive chargebacks linked to a Creator's content may result in:

  • Temporary hold or review of Creator payouts.
  • Platform-imposed content restrictions.
  • Termination of account under fraud or abuse grounds.

3.3. Post-Closure Liability

You remain responsible for all chargebacks and payment disputes relating to your transactions even after your account has been suspended, terminated, or closed. We may recover these amounts from any remaining balance, future earnings, or by lawful collection methods.

3.4. Blocking Active Subscribers

If you block an active paying subscriber without legitimate grounds under the Platform Terms, any earnings for the unused portion of that subscription will be forfeited and refunded to the subscriber.

4. Payout Adjustments

If a refund or chargeback affects a transaction already included in a prior payout:

  • Subs reserves the right to deduct any refunded amounts from a Creator’s future earnings. Where applicable, this may result in a negative balance adjustment on the Creator’s account. In such cases, the negative balance must be settled through future earnings before additional withdrawals can be processed
  • If a negative balance persists for more than 30 days, Subs reserves the right to pursue collection, suspend payouts, or offset against future income.

If your account is subject to a lien, levy, garnishment order, or other legal encumbrance, over a Creator’s earnings, Subs may withhold all or part of the Creator’s balance until such encumbrance is resolved. Subs will not make payments directly to creditors but may suspend or cancel payouts until the encumbrance is lifted.

Creators will be notified of any adjustment, withholding, or suspension, and will have the right to contact [email protected] for further information or to appeal the decision.

5. Prohibited Conduct

Any conduct in breach of the Platform’s Terms of Service that results in refunds or chargebacks - including but not limited to the behaviours listed in this section - may result in the forfeiture of related earnings in addition to other disciplinary measures.

The following conduct increases refund and chargeback risk and may result in disciplinary action:

  • Offering misleading subscription descriptions or paywall content.
  • Harassing or pressuring users to tip, pay, or subscribe.
  • Offering off-platform transactions in breach of Platform terms.

6. Dispute Resolution

Creators who disagree with a refund or chargeback outcome may submit a written appeal to [email protected] within 14 days of notification.

Subs will review the case and respond within a reasonable timeframe. However, final decisions on refund remain at Subs’ discretion, subject to applicable law and financial institution rulings.

The outcome of any chargeback ultimately rests with the payment provider or card issuer. Our decisions regarding the allocation of responsibility for chargebacks are final and binding.

7. Legal Compliance

This Policy is governed by:

  • UK and EU consumer protection regulations, including digital content delivery laws
  • Payment card industry rules, including Visa, Mastercard, and American Express chargeback standards
  • Platform contractual obligations and acceptable use policies Creators must ensure their content and conduct comply with all applicable legal obligations, including advertising, data protection, and content classification laws.

8. Contact

For questions regarding this Policy, contact:

Creator Compliance Team
Email: [email protected]
Subco Group Ltd, 6th Floor, Manfield House, 1 Southampton Street, London England, WC2R 0LR, United Kingdom