Refund Policy

Short answer. UGCGen does not refund payments. There are three exceptions, all of them about something going wrong with billing or with the Service, and they are listed in section 4. Before paying you can watch finished example ads on the site, made by the same generator your plan uses, and once subscribed you can cancel from billing settings whenever you want.

1. Why payments are final

Every paid render on UGCGen calls a video model that costs us money the moment it runs, which is why there is no free generation and why we cannot take a plan back once it has started. Starter, Plus and Pro are monthly or yearly subscriptions. Each one unlocks, for its billing period, the seconds of AI video, ad generations, hook variations and export quality listed on the pricing page. The fee pays for that allowance for the period. It is owed in full whether you render ten ads in the first hour or none at all.

Subscribing is a request for us to start the Service immediately. Where a statutory right of withdrawal or a cooling-off period would otherwise apply, you accept that it ends once we begin providing the Service at your request.

2. Cancelling stops renewals, not past charges

Plans renew automatically until you cancel. You can cancel in billing settings without contacting us, and the cancellation applies from that moment: nothing further is charged, and your plan, your renders and your exports stay available until the paid period ends. Cancelling is never treated as a refund request.

A renewal starts a new period, and the fee for it becomes due on the renewal date. If your card is declined, the operator of our payment system retries that same invoice over the next few days. Those retries collect one unpaid amount; they are not additional charges. A renewal collected after retries is not refunded, even if you cancelled once the new period had begun, and your plan stays active until that period ends. To avoid a renewal, cancel before the date shown in billing settings.

3. Not grounds for a refund

• You changed your mind, paused your ad campaigns, or no longer need UGC ads.
• You rendered fewer ads than the plan allows, or none.
• A renewal was charged, on time or after a declined card was retried.
• You thought the plan was a one-time payment. The pricing page, checkout, confirmation email and billing settings all show that it renews.
• You forgot to cancel before the renewal date, or cancelled the day after it.
• You did not like an AI creator's look, voice or delivery, a script, a hook, or the captions. Generated video varies from render to render, and the example ads exist so you can judge the style before paying.
• How an ad performed once you ran it: views, click-through rate, cost per purchase, or a rejection by an ad platform's review.
• A product page we could not read well enough to script from, such as one behind a login, a bot check or a missing description.
• A feature that the pricing page does not describe, or that works differently from what you assumed.
• Choosing the wrong plan or billing period, or using up the allowance sooner than expected.
• The rest of a period after you cancel. Nothing is pro-rated.
• Renders made by anyone you shared your login with.

4. The three exceptions

Money is returned only in one of the following cases, only when our records and the payment records support it, and only up to the amount of the affected charge.

• A duplicate charge. A fault in our billing charged you twice for the same period.
• A proven charge you did not authorise. Your card was used without your permission, you report it within 14 days of the charge, and the transaction and account records show it. The decision follows that evidence, not the claim on its own, and we may ask you to confirm that you reported the misuse to your card issuer.
• A total failure of the Service. A fault on our side, confirmed by us, left UGCGen unable to render anything for a continuous period, you told us while it was happening, and we could not fix it. Slow renders, a single failed render, a busy queue, and problems with your own browser, network or product page are excluded.

An approved refund is paid back only to the card that was charged, is capped at what you paid for the affected period, and is the whole of our liability for it. Getting one refund does not entitle you to another.

5. How to make a request

Email [email protected] from the address on your UGCGen account within 14 days of the charge. Tell us the date and amount and which exception from section 4 applies. Requests sent later or from another address are not considered, requests are handled in the order received, and a declined request is not reopened.

6. What we keep on record

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

For every subscription we keep the purchase time, the plan and price displayed, your acceptance of the terms, the emails sent to you about the subscription, and a log of account activity, including sign-ins, product URLs submitted, renders started and finished, and files exported, together with the technical details stored alongside each event. The operator of our payment system keeps its own record of each payment, including the card's issuing country and the outcome of bank authentication such as 3D Secure. Claims of unauthorised charges are checked against these records.

7. Chargebacks

If a charge looks wrong, email us before going to your bank. Opening a chargeback without contacting us first is a breach of our Terms of Service. We respond by giving the card issuer the records described above, and the account is closed permanently.

8. Purchases before October 14, 2026

A subscription bought before that date keeps the refund terms that were in force on the day it was bought.