Refund & Cancellation Policy

theUGC sells access to a subscription plan. Each plan grants a monthly allowance of credits, which are spent when you run a generation tool (a video, an image, a voiceover, and so on). Plans and their prices are listed in full on our pricing page.

This is a digital service, delivered immediately. There is nothing to ship. Access to your plan and its credits is granted as soon as your payment is confirmed, and generated files are delivered to your account in the app.

Credit allowances refresh monthly and do not carry over to the next period. Annual plans are billed once, upfront, for twelve months, and still receive a fresh monthly credit allowance each month.

You may request a full refund of any charge within 7 days of the date that charge was made, provided the credits it paid for are substantially unused. This applies to your first payment and to every subsequent renewal, monthly or annual.

“Substantially unused” means, at the moment you contact us:

• On a plan with a fixed monthly allowance, you have used 10% or less of the credits granted for the current billing period.
• On the unlimited plan, where a percentage of the allowance has no meaning, you have run 10 or fewer jobs in the current billing period.
• On an annual plan, the 7-day window runs from the annual charge, and the usage test is applied to that first month’s allowance.

Meet that test inside the window and the refund is automatic — we do not ask you to justify it. Your credit balance for the period is returned to zero and your subscription is cancelled at the same time.

After 7 days, or once you have used more than the thresholds above, a charge is not automatically refundable, and we do not offer pro-rata refunds for the unused remainder of a period. You can still cancel at any time to stop all future charges.

We do still read every request. If something went wrong on our side — a sustained outage, repeated failures, a plan change that did not apply, a charge you did not expect — write to us and we will put it right, including by refunding outside this policy where that is the fair outcome. Nothing here limits any refund right you have under the consumer law that applies to you.

Credits are deducted only for work that completes successfully. If a required step of a tool fails, the job is marked failed and no credits are deducted — there is nothing to refund because you were never charged for it. If you see credits missing against a failed job, that is a bug, not a policy; report it and we will restore the balance.

You can cancel at any time from the billing page in your account, or by emailing us. Cancelling stops all future charges.

• Your plan stays active until the end of the period you have already paid for, and your remaining credits stay usable until then.
• Unused credits are not refunded or carried forward when the period ends — unless the cancellation falls inside the 7-day window above, in which case the charge is refunded in full.
• After the period ends your plan reverts to free, which grants no credits. Your account, your uploads and the files you have already generated remain accessible.

Email [email protected] from the address on your theUGC account, and include the invoice or order reference from your receipt. That is all we need — there is no form.

We aim to answer within one business day and will always give you a decision within two business days.

Our payments are handled by Dodo Payments, which acts as the merchant of record for every purchase. Dodo Payments takes the payment, handles any sales tax, VAT or GST, issues your invoice, and executes refunds on our instruction. Charges appear on your statement as Dodo Payments or similar, rather than as theUGC.

Approved refunds are returned to the original payment method. Dodo Payments releases the refund promptly; how quickly it appears is then up to your bank or card issuer, and typically takes 5–10 business days. Purchases are also subject to Dodo Payments’ buyer terms, and you may raise a refund request with Dodo Payments directly as well as with us.

A duplicate charge, or a charge on a card you did not authorise, is refunded in full regardless of usage or of how long ago it happened. Tell us as soon as you spot it.

If a charge looks wrong to you, please contact us before opening a chargeback. A chargeback typically freezes the account while the bank investigates, which takes weeks; emailing us usually resolves the same problem the same day.

We may update this policy. The version in force for any charge is the one published on the date that charge was made, and the date at the top of this page tells you when it last changed. Material changes will be notified by email to active subscribers.

Refunds, cancellations and billing questions: [email protected]. Full details on our contact page.