UGC/marketplace
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Billing

Refund Policy

Subscription fees for UGCMarketplace are final. This page sets out the few cases where we return money and how cancelling works.

Effective 14 October 2026

The short version: once a Pro or Studio period has been paid, the payment stays paid. You can switch off renewals from your account whenever you like, and you keep everything the plan includes until the paid period runs out.

What a subscription buys

Pro and Studio are recurring plans billed monthly or yearly in US dollars. The fee pays for access to the brief and script generator, without a watermark and within the plan limits shown on our pricing page, for the length of the period. It is not a fee per brief, and the full period is opened to you the moment the charge succeeds.

Before paying, the one-off demo lets you generate a brief from your own product description and download it with a watermark. You see the exact format of the brief, the hook, the timed scenes and the call to action before you commit to a plan.

By starting a subscription you ask us to begin the service straight away, and you accept that any statutory cooling-off or withdrawal right that would otherwise apply ends once the service has started.

Reasons we do not refund

None of the following entitles you to a full or partial refund:

  • you changed your mind, paused your UGC programme or no longer need briefs,
  • you generated few briefs, or none, during a paid period,
  • a renewal went through because the plan was still active on the renewal date,
  • you cancelled shortly after a renewal had already been charged,
  • you expected a one-time purchase, although every plan is labelled as recurring at checkout and in your account,
  • you did not like the tone, angle or wording of an AI-written brief or script,
  • a creator you hired declined the brief, delivered late or produced a video that did not perform, since creators are engaged and paid by you directly,
  • an ad built from a script did not reach the sales or engagement you hoped for,
  • you picked Pro when you needed Studio, or a monthly term when you wanted yearly,
  • you expected a feature that the pricing page does not list,
  • the rest of a period after cancelling, because periods are never pro-rated,
  • someone else used your account with login details you shared.

When we do refund

Money is returned only in the three situations below, and only when the account and payment records back the claim.

  • Double billing. A fault in our billing charged you twice for the same period.
  • Unauthorised card use, proven. Your card was used without your permission, you tell us within 14 days of the charge, and the records held by us and by the payment operator confirm it. A statement alone does not settle it, and we may ask you to confirm that you reported the misuse to your card issuer.
  • Service down completely. A confirmed fault on our side kept the generator unusable for a sustained stretch, you reported it while it was happening, and we could not fix it. Slow generation, one feature misbehaving, and issues with your own device, browser or connection do not qualify.

An approved refund never exceeds what you paid for the affected period, goes back to the card that was charged, and closes the matter. One approved refund does not create a right to another.

How to raise a claim

Email [email protected] from the address on your account within 14 days of the charge. Include the date and amount of the payment, your plan, and which of the three exceptions you believe applies. Claims sent later, from another address or through another channel are not considered, and we do not reopen declined claims.

Filing a chargeback with your bank without contacting us first breaches our Terms of Service and leads to permanent closure of the account.

Renewals and cancelling

Plans renew automatically at the end of each period until cancelled. Cancelling is done from your account, takes effect immediately, and switches off every future renewal. It does not reverse a charge already taken, and your plan stays active until the end of the period you paid for.

If a renewal charge is declined, the amount is still owed for the period that has begun. The payment operator retries it over the following days. A retry is the same unpaid invoice, not an extra charge, and a renewal collected a few days late after such retries is not refundable. To avoid the next renewal, cancel before the date shown in your account.

Records we keep

When you create an account you accept our Terms of Service, which include this policy, and our Privacy Policy. Checkout shows the plan, the price, the billing period and the automatic renewal before any payment is taken.

For each subscription we keep the purchase date and time, the plan and price shown at checkout, your acceptance of the terms, the emails sent to you and an activity log of the account, covering sign-ins, briefs and scripts generated and downloads, with the technical details recorded alongside each event. The payment operator keeps its own record of every transaction, including the card's issuing country and the 3D Secure result. Claims and chargebacks are assessed against these records.

Earlier purchases

Payments made before 14 October 2026 are governed by the terms that applied on the day of purchase.

See the brief format before you subscribe

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