Refund & Cancellation Policy

Overview

This policy explains how refunds, our money-back guarantee, and cancellation work for paid subscriptions to UGC Vids AI. It forms part of, and should be read alongside, our Terms of Service. By starting a trial or a paid subscription, you agree to this policy.

1. The 24-Hour Free Trial

Every paid plan (Starter, Growth, or Agency) starts with a 24-hour free trial. A valid payment method is required to begin, but your card is not charged when the trial starts.

The trial is the no-risk way to evaluate UGC Vids AI. As long as you cancel before the trial converts (see the next paragraph) from Settings → Subscription in your dashboard or by emailing us, you are not charged anything at all.

When the trial converts, you are charged your selected plan price. The trial converts on the earlier of (a) 24 hours after it starts, or (b) the moment you start a second video, whichever happens first. Starting that second video is what triggers the charge, whether or not the video succeeds. The charge is for your subscription, not for any single video, so a second video that fails does not reverse it. Its credits are returned to your balance, the subscription stays active, and you can cancel future renewals at any time. See Section 3.1 of the Terms of Service for full detail.

2. 7-Day Money-Back Guarantee

Your first paid charge (the charge that occurs when the 24-hour trial converts to the standard rate) is covered by a 7-day money-back guarantee.

You qualify for a full refund of that first charge if both of the following are true:

• You request the refund within 7 days of the first charge; and
• You have neither generated nor downloaded any video at the time of your request.

The 24-hour free trial includes one free video so you can evaluate UGC Vids AI before the trial converts. Each generated video uses real production resources on our side (compute, model time, storage, bandwidth), so once you have generated or downloaded any video at all, you have received the core service and the charge is non-refundable under this guarantee.

A "generated video" means a video we have delivered to your account as a finished, downloadable file. Generations that fail on our side are never charged for and do not count as a generated video for this guarantee. Downloading a video after your trial converts counts as receiving the finished product and, on its own, makes the first charge non-refundable.

The guarantee applies to the first paid charge of monthly and annual plans alike, and may be used once per customer.

3. How to Request a Refund

Email support@ugcvids.ai from your account email address within the 7-day window, and tell us you would like a refund under the money-back guarantee. We will confirm eligibility and, if approved, return the full amount to your original payment method within 5 to 10 business days.

4. After the Guarantee Window

Once the 7-day window has closed, or once you have generated or downloaded one or more videos, subscription charges are non-refundable for partial billing periods. This applies to both monthly and annual plans.

You can still cancel at any time to stop all future charges (see Section 5). We simply do not refund a billing period that is already underway once the guarantee no longer applies.

Recurring (renewal) charges are non-refundable. The money-back guarantee in Section 2 covers your first charge only (the charge when your trial converts). Every renewal after that, each monthly or annual billing cycle, is final and non-refundable, whether or not you generated any videos that cycle. To avoid being charged for the next cycle, cancel before your renewal date (see Section 5). Cancelling stops the next renewal, and you keep access through the cycle you have already paid for.

Purchased credit packs are non-refundable. Any credits you buy on top of your plan (top-ups or extra credit packs) are a one-time digital purchase you can use right away, and are non-refundable once bought, including any unused balance. This is separate from, and not covered by, the first-charge money-back guarantee in Section 2.

5. Cancelling Your Subscription

You can cancel your subscription at any time, in one click, from Settings → Subscription in your dashboard. You can also cancel by emailing support@ugcvids.ai. There is no contract and no cancellation fee.

When you cancel:

• Your subscription will not renew at the next billing date.
• You keep full access until the end of the billing period you have already paid for.
• Cancelling stops future charges. On its own, it does not refund the current period. A refund of the current period is only available under the money-back guarantee in Section 2.

6. Failed Generations

If a video generation fails because of an error on our side, the credits for that generation are returned to your balance and it does not count against your monthly video allowance. A failed generation also does not count as a generated video for the money-back guarantee, so it never, on its own, disqualifies you from a refund under Section 2.

This concerns the credits for an individual generation, and is separate from the trial conversion charge described in Section 1. Starting a second video converts your trial to a paid subscription whether or not that video succeeds. A second video that fails has its credits returned, but it does not reverse the conversion charge.

7. Payment Disputes

If you believe a charge is incorrect, please contact support@ugcvids.ai first and allow us a few business days to resolve it. We respond quickly and would much rather fix the problem directly than have you go through your bank. Filing a dispute or chargeback before contacting us is addressed in Section 3.6 of our Terms of Service.

Contact

For any question about refunds or cancellation, contact us at:

UGC Vids AI Ltd
Email: support@ugcvids.ai
Website: ugcvids.ai