Refund and Returns Policy for UGC.Click

Last Updated: March 2, 2026

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1. Overview

At UGC.Click, we strive to ensure every collaboration between Brands and Creators is successful, professional, and transparent. Because our platform facilitates digital creative services rather than physical products, our refund and returns policy is designed specifically for service-based transactions.

This policy applies to all projects initiated and completed through the UGC.Click platform.

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2. Key Principles

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3. Refund Scenarios

A. Project Not Started

If a Brand has funded a project but the Creator has not yet begun work, the Brand may cancel the project and receive a full refund.

Example: Brand funds a project on Monday. On Wednesday, Creator hasn’t started. Brand cancels → 100% refund.

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B. Project in Progress

If work has begun but the project is not yet complete:

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C. Project Delivered – Brand Dissatisfied

If the Creator delivers content according to the brief but the Brand is unsatisfied:

1. Revisions: The Brand may request revisions as outlined in the Project Agreement (typically 1-2 rounds included).

2. Escalation: If the issue persists, the Brand can open a dispute within 7 days of delivery.

3. Mediation: Our dispute resolution team reviews the brief, deliverables, and communication history.

Possible outcomes:

• Full refund if Creator failed to meet brief requirements

• Partial refund if deliverables partially meet requirements

• No refund if Creator fully met the brief (Brand is still obligated to pay)

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D. Non-Delivery

If a Creator accepts a project and fails to deliver any content by the agreed deadline without communication:

• Brand is entitled to a full refund

• Creator’s account may be suspended or terminated

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E. Quality Issues (Technical)

If delivered content has technical flaws (e.g., inaudible audio, unusable footage):

• Brand should request revisions first

• If Creator cannot fix issues, dispute can be opened

• Refund may be issued based on severity

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4. Non-Refundable Situations

Refunds will not be issued in the following cases:

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5. Dispute Resolution Process

If a Brand and Creator cannot resolve an issue directly:

Step 1: Open Dispute

• Within 7 days of delivery (for quality issues)

• Within 14 days of missed deadline (for non-delivery)

Step 2: Provide Evidence

Both parties submit:

• Original project brief

• Communication history

• Delivered content

• Revision requests and responses

Step 3: Mediation

Our team reviews all materials and aims to resolve within 5 business days.

Step 4: Decision

We may decide:

• Release payment to Creator (brief fully met)

• Partial refund to Brand (partial compliance)

• Full refund to Brand (brief not met)

• Additional revision (if reasonable)

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6. Refund Timeline

Once a refund is approved:

Refunds are returned to the original payment method whenever possible.

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7. Cancellation Policy

For Brands

• Before work starts: Full refund

• After work starts: Negotiate with Creator; UGC.Click can mediate

• After delivery: Subject to dispute process above

For Creators

Creators may cancel a project before starting work without penalty. Once work has begun, cancellation may affect their completion rate and standing on the platform.

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8.特殊情况 (Special Cases)

AI-Generated Content

For projects involving AI-assisted or AI-generated content:

• Same refund rules apply

• Brands must specify AI requirements in the original brief

• If AI quality is below expectations, standard revision/dispute process applies

Multiple Deliverables

If a project includes multiple videos and some are acceptable while others are not:

• Partial refund may be issued for unacceptable deliverables

• Payment released for accepted deliverables

Long-Term Projects

For projects lasting more than 30 days:

• Milestone payments may be used

• Each milestone has separate refund consideration

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9. Chargebacks

We understand disputes happen, but we ask Brands to use our dispute resolution system before initiating a chargeback with their bank.

If a chargeback is filed:

1. Your UGC.Click account will be suspended

2. We will provide all evidence to the financial institution

3. If the chargeback is found in our favor, your account may be reinstated

Chargebacks without attempting platform resolution may result in permanent account termination.

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10. Contact Us

For any questions about refunds or to open a dispute:

📧 disputes@ugc.store

Please include:

• Project ID

• Brief description of the issue

• Any relevant attachments (brief, communications, files)

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11. Policy Updates

We may update this policy periodically to reflect:

• New platform features

• Changes in payment processing

• User feedback

• Legal requirements

Significant changes will be communicated via email.

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Summary: Quick Reference

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UGC.Click – Protecting creators and brands, every step of the way.