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Account and Billing Trust Topics

This page covers trust-related topics around accounts and billing, including how PayBru handles disputes, chargebacks, account security, and billing integrity.

Chargebacks​

A chargeback occurs when a member disputes a charge with their bank or card issuer instead of resolving it through PayBru.

How chargebacks affect creators:

  • When a chargeback is filed, the disputed amount is deducted from the creator's balance while the dispute is under review.
  • If the chargeback is resolved in the creator's favour, the funds are returned to their balance.
  • Excessive chargebacks against a creator's account may trigger a review.
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The best way to avoid chargebacks is to clearly describe your membership tiers and deliver the benefits you promise. Good communication with members goes a long way.

Disputes and Refunds​

Members who want a refund should contact the creator first or reach out to PayBru support. Resolving issues directly is faster and avoids the chargeback process.

  • Creator-initiated refunds: Creators can issue refunds to members from their dashboard for specific transactions.
  • PayBru-mediated disputes: If a member and creator cannot resolve an issue, PayBru support can step in to mediate.

Account Security​

Keeping your account secure protects both your earnings and your members' trust. PayBru provides several layers of protection.

Device Tracking​

PayBru monitors the devices used to access your account:

  • Device fingerprinting: Each device is identified and recorded when you log in.
  • IP and geolocation logging: Your login location is tracked to detect unusual access patterns.
  • Trusted and untrusted devices: Devices you use regularly are marked as trusted. New or unrecognised devices are flagged and may require additional verification.
  • 24-hour trust grace period: Newly verified devices enter a 24-hour grace period before they are fully trusted.

Session Management​

You have full control over your active sessions from your account settings:

  • View active sessions: See all devices and locations currently logged in to your account.
  • Revoke individual sessions: End a specific session you no longer want active.
  • Revoke all other sessions: Instantly log out of every session except the one you are currently using.
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If you notice a session from an unfamiliar location or device, revoke it immediately and change your password.

Best Practices​

  • Use a strong, unique password that you do not reuse across other services.
  • Enable two-factor authentication (2FA) for an extra layer of protection.
  • Review your active sessions and recognised devices periodically.
  • Keep your email address up to date so you receive important security notifications.
  • Never share your login credentials with anyone.
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If you notice suspicious activity on your account - such as logins you don't recognise or changes you didn't make - change your password immediately, revoke all other sessions, and contact PayBru support.

Account Controls by Operations Team​

The PayBru operations team has the ability to disable or enable user accounts when necessary. This may happen in cases such as:

  • Confirmed violations of community standards.
  • Suspicious or fraudulent activity on the account.
  • Requests from law enforcement or regulatory bodies.
  • User-requested account suspension.

When an account is disabled, the reason is recorded for audit and transparency purposes. If your account is disabled and you believe this was in error, contact PayBru support to request a review.

Billing Integrity​

PayBru is committed to transparent and fair billing:

  • No hidden fees: All platform fees are disclosed upfront before creators or members commit.
  • Accurate charges: Members are only charged for active subscriptions they have opted into.
  • Easy cancellation: Members can cancel their memberships at any time without penalty.
  • Clear receipts: Both creators and members receive transaction records for every payment.
  • Fee transparency: Platform fees (5%) and gateway fees (2.9% + R1) are itemised on all billing documents.

Suspicious Billing Activity​

If you notice charges you did not authorise or amounts that seem incorrect:

  1. Check your transaction history in your dashboard for details.
  2. Review your active sessions to rule out unauthorised account access.
  3. Contact PayBru support with the transaction ID and a description of the issue.
  4. PayBru will investigate and resolve the issue, including issuing refunds if appropriate.