Refund Policy for UGCCreators

Brands pay for UGCCreators in advance, one billing period at a time, and we keep those subscription payments. Section 2 sets out the only three cases in which one is reversed, each verified against our logs. Money you set aside for a particular creator hire runs on different rules, explained in section 4.

1. The brand subscription

Brand plans renew monthly or yearly and open the marketplace for the period: writing briefs, searching and inviting creators, running hires and keeping usage rights records, inside the limits on the pricing page. The fee pays for the period of access, which is fully open from its first day, rather than for each brief published or each creator booked.

Subscribing is a request for immediate access, and you agree that any statutory withdrawal or cooling-off right is used up once that access begins.

2. Three cases that qualify

• Duplicate billing. One period was paid twice because our billing made an error.
• Your card used by someone else. A UGCCreators subscription was bought with your card without your consent, the report reaches us inside 14 days, and the account and payment logs bear it out. We can ask for evidence that your bank has received a fraud report.
• The marketplace not working at all. No brand could post briefs, browse creators or hire on UGCCreators for a sustained, continuous period, the cause was on our side and we verified it, your message reached us while it was still down, and the platform stayed broken. Slow loading, one feature acting up, or issues with your own browser or network do not qualify.

Any amount returned stays within the fee for the affected period, goes only to the card that was billed, and closes our liability for that charge. A refund never creates a right to another.

3. Not refundable

• A shift in strategy, a campaign put on hold, or no further need for creator videos.
• A paid period with no briefs posted and no creators booked.
• No creator caught your eye, or applications to a brief came in slower than expected.
• A creative disagreement with a creator over tone or style. Revisions and sign-off sit within the hire, not the subscription.
• Missing the renewal date, or cancelling right after it.
• A renewal that cleared after earlier declined card attempts (section 5).
• Reading a plan as a single purchase, when the pricing page, checkout and receipt email all mention renewal.
• Choosing the wrong plan or billing term.
• Expecting a tool the pricing page never promised.
• Days left after cancelling, which stay usable until the paid period ends and are never pro-rated.
• Anything done by a teammate or another person signed in with your login.

4. Money held for a hire

The amount you authorise when booking a creator is a hire fund, not a subscription fee. It is held for that one hire under the hire rules in our Terms of Service: a hire that is declined or cancelled before delivery releases the hold or returns the amount to you, and approving the delivered content releases it to the creator. This policy does not change that process.

5. Renewal, declined cards and cancellation

Every subscription renews until you cancel it, which you can do on your account billing page at any time, without writing to us. All future renewals stop immediately, the marketplace stays open to you until the paid period ends, and money already collected is not reversed.

Each new period opens in full and is payable from its first moment. If the card is declined, the amount remains due and our payment operator tries again over the coming days, as repeat attempts on that same invoice rather than a new charge. Cancelling while those attempts run only switches off later periods. A renewal collected this way is not refunded, and access lasts until that period closes. To skip the next period, cancel before the renewal date in your account.

6. Requesting a refund

Write to [email protected] using the brand account's login email, at most 14 days after the charge, and state its date, its amount and which case from section 2 you are relying on. Messages from other addresses or sent after 14 days are not reviewed, and a refusal is not reopened.

Taking a charge to your bank without emailing us first breaches our Terms of Service, and the brand account is then closed permanently.

7. Logs we keep

Registering binds you to our Terms of Service, which incorporate this policy and our Privacy Policy. Checkout names the plan, amount, billing term and automatic renewal before payment, and the receipt email confirms them.

Behind each brand subscription sits a file with the checkout date and time, the tier and price you were shown, proof that the terms were ticked, copies of reminders and other mail we sent, and a history of account events (sign-ins, briefs, invitations, hires, hires and approvals, each with its technical metadata). Independently, the payment operator logs where each paying card was issued, where the payment was made from, and whether the bank verified it through 3D Secure. Claims of an unauthorised charge are checked against these logs, which go to your bank if a chargeback is filed.

8. Purchases before this policy

Subscriptions paid before 14 October 2026 keep the terms that applied when they were bought.