UGC platform FAQ with straight answers for brands and creators
Short, direct answers to the questions brands and creators ask before they commit. Each group covers one topic: booking as a brand, working as a creator, pricing and payments, usage rights, and safety. If your question is not here, email support@ugcmodels.com.
Questions from brands
How is UgcModels different from a job board
On a job board you describe the work and wait for strangers to respond. Here you search the roster first, open comp cards, watch portfolio clips and choose the people you want before anyone is contacted. The order you send already contains the brief, the price and the rights tier.
Can I look at creators before I pay for a plan
You can run the casting search, see rate bands and build a casting spec without an account or a card. Named creators, shortlists and booking open once you choose a plan.
What can I order
Testimonials, unboxings, product demos, voiceovers, hands only clips, photo sets of 5, extra hook variants and raw footage. Each format has its own rate band, listed on UGC creator pricing.
How fast do I get the files
The standard turnaround is 5 business days from the moment the creator accepts the order. Some creators offer a faster turnaround on their comp card.
What if the first cut misses the brief
You have 2 revision rounds on every order. Point to the line of the brief that was missed and the creator delivers a new cut. Clear, specific feedback inside the order thread gets the best second version.
Can my agency manage several client brands
Yes. Scale gives you 5 client workspaces and approval links, so a client signs off without a seat. Enterprise raises that to 25 workspaces and adds roles and SSO.
Questions from creators
Does it cost anything to have a profile
No. The profile, the portfolio and answering casting calls cost nothing. Brands pay the platform fee on top of your rate.
How much of my rate do I keep
All of it. If your rate card says USD 200 for a 30 s clip, the order pays you USD 200, plus any rights uplift the brand booked.
Who can join as a creator
Adults aged 21 or older who pass an ID check and a live selfie and who have at least a few clips they filmed themselves. The steps are on the apply page.
When does my payout arrive
Your payment is released the moment the brand approves your delivery. If the brand stays silent for 5 days after you deliver, the release happens automatically.
Questions about pricing and payments
What does a brand pay in total
Three parts: the plan (from USD 24 per month billed yearly, or USD 49 monthly), the creator's rate for the format with any rights uplift, and a platform fee of 12, 8, 5 or 3 percent depending on the plan.
Is there a plan for brands that costs nothing
No. Brands book on one of four paid plans, Starter, Growth, Scale or Enterprise. The open casting search lets you check rates and formats before you decide.
Why does the platform fee drop on higher plans
Teams that book often should not pay a high fee on every clip. On Growth the fee is 8 percent, on Scale 5 percent and on Enterprise 3 percent, so a team with steady volume saves more on fees than the plan adds.
Can I get my money back if I change my mind
Payments are final. We return money only for a double charge, a proven unauthorized charge, or a total failure of the service. The refund policy sets out the details.
How do I stop my plan
Cancel from your account whenever you like. Renewals stop, and you keep access until the paid period ends.
Questions about usage rights
Which usage rights tiers can I choose
Organic only is part of every rate. Paid ads for 3 months add 30 percent, paid ads for 12 months add 60 percent, and perpetual use adds 100 percent. The UGC usage rights guide explains when each one fits.
Where is proof of what I licensed
Approval creates a rights record for every asset with the tier, the start date and the end date. You can open it from the asset at any time, and Scale and Enterprise can export records in bulk.
What happens when a paid term ends
Stop new paid spend on that asset and take it out of live ads by the end date on the rights record. If you want to keep running it, add a longer tier with the same creator.
Questions about safety
How do you verify creators
Every creator passes an ID check matched to a live selfie before the profile is visible. Brands see an age band (21 to 29, 30 to 39, 40+), never the document or the birth date.
What content is not allowed
Explicit or suggestive material, medical claims, before and after content about medical conditions, and clips the creator did not film. Briefs that ask for any of these are refused.
How is our data protected
Sign in uses one time codes, Enterprise adds SSO with SAML, roles and an audit log, and briefs are visible only to the people in the order. Full details are on the UGC platform security page.
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