Refund Policy

All sales are final

Once a monthly or yearly subscription payment goes through, it is not refunded, in full or in part. The amount covers the period you paid for, whether or not you place orders in it. Please read the plan details on ugc video pricing before you subscribe, and choose monthly billing if you prefer a shorter commitment.

Situations we do not refund

• You changed your mind after paying
• You did not use the plan or did not send a brief during the period
• Videos remain unused at the end of the period, since they do not roll over
• You forgot to cancel before the renewal date
• A renewal was charged after earlier payment attempts failed and were retried
• You dislike the creative taste of a video that follows the script you approved
• You picked a plan that turned out bigger or smaller than you needed

The only cases where we reverse a charge

We reverse a charge only in these three situations.

• Duplicate charge, when the same payment for the same period was taken twice
• Unauthorised charge, when you report it within 14 days of the charge and the records support that neither you nor anyone with access to your account made it
• Total failure of service, when we could not deliver any video for a paid month after you approved a brief, and we were unable to fix it

In a duplicate or unauthorised charge we return the affected amount. In a total failure of service we return the payment for the month in which nothing was delivered.

How to ask for a reversal

Email support@ugcvids.com within 14 days of the charge, from the address of your account. Include the date and amount of the charge, the plan, and which of the three exceptions applies, with any records that support it, such as a bank statement showing the duplicate payment. We review the request against our payment and order records and reply in writing. Approved amounts go back to the original payment method.

Cancelling your subscription

You can cancel any time in Billing. Cancelling stops all future renewals, and you keep full access and your remaining videos until the end of the period you already paid for. We do not pro-rate or return the unused part of a monthly or yearly period, and moving to a lower plan takes effect at the next renewal.

Customers in the European Union

UgcVids is built for businesses. If you subscribe as a consumer in the European Union, by completing the purchase you expressly request that we start performing the service immediately, within the withdrawal period, and you acknowledge that you lose your right of withdrawal once performance has begun. Performance begins when we start work on your plan after payment, for example by accepting your brief or reserving creator capacity.

Chargebacks

If you have a problem with a charge, contact us first at support@ugcvids.com. Opening a chargeback with your bank without contacting us first breaches our terms of service. We respond to every dispute with our records, and we may suspend the account while a dispute is open.