Refund Policy
Last updated October 20, 2026. In short, every payment on UgcModels is final. We refund only in the three cases described below, when the records support it. You can see the casting search, rate bands and every plan's limits before you pay, and you can cancel your plan in a couple of clicks at any time.
Payments are final
A brand plan is a monthly or yearly subscription to the service, with the seats, shortlists, orders and platform fee shown on our pricing page. Access for the whole billing period is granted the moment the period starts, whether or not you use it. We do not sell credits and we do not charge per use of the plan.
An order is a separate payment for a creator's work and the usage rights tier written into it, plus the platform fee of your plan. Once the brand approves the delivery, or 5 days pass after delivery without a response, the payment is released to the creator and the order is complete.
When you subscribe or place an order, you ask us to start providing the service right away.
Note for consumers in the European Union
If you buy as a consumer in the EU, you may have a statutory right to withdraw from a distance contract within 14 days. At checkout you expressly consent to the service starting immediately and confirm that you know this ends the withdrawal right once performance begins. If that consent was not given, the statutory right applies as the law provides. Business customers do not have a withdrawal right.
Cases that do not qualify
- Changing your mind or no longer needing the plan.
- Not using the plan, or using fewer orders, seats or shortlists than it includes.
- A renewal you forgot to cancel, or cancelling right after a renewal was charged.
- A renewal charged after one or more failed payment attempts. The new period had already started and the payment for it was due.
- Thinking a plan was a one time payment. Every plan is a recurring subscription, and this is stated on the pricing page, at checkout, in your confirmation email and in your account.
- Choosing the wrong plan, billing period or number of seats.
- The rest of a period after you cancel. Access runs to the end of the paid period and is never prorated.
- An approved order, or an order released automatically 5 days after delivery without a response.
- Disliking the creative direction of a delivery that matches the brief. Each order includes 2 revision rounds for changes within the brief.
- Ad performance, sales or any other result of using the content.
- Someone else using your account, including a colleague you shared your login with.
When we do refund
We refund only in the cases below, only when the transaction and account records support the claim, and only up to the amount of the affected charge.
| Case | What it means |
|---|---|
| Double charge | You were charged twice for the same plan period or the same order because of a fault in our billing. |
| Proven unauthorized charge | Someone used your card without your permission, you tell us within 14 days of the charge, and the records held by us and by our payment provider confirm it. A claim on its own is not enough. |
| Total failure of the service | A confirmed fault on our side made the service completely unusable for a continuous period, you reported it at the time, and we could not fix it. This also covers an order where the creator delivered nothing at all and the order was cancelled for non-delivery. Slow loading, partial problems and issues with your own device, browser or network are not included. |
A granted refund is limited to the amount you actually paid for the affected period or order and goes back to the original card only. One refund does not create a right to another.
Reporting a wrong charge
Email support@ugcmodels.com within 14 days of the charge, from the email address on your account. Include the date and amount of the charge and, for an order, the order number, and tell us which of the three exceptions applies. We review requests in the order they arrive and answer by email. Requests after 14 days are not considered.
Please contact us before you contact your bank. Opening a chargeback without writing to us first breaks our Terms of Service and leads to the account being closed. If a chargeback is opened, we send your bank the records described below.
How cancelling works
You can cancel at any time from your account settings, with no need to contact us. Cancelling stops all future renewals. It does not reverse a charge that has already been taken, and your plan stays active until the end of the period you paid for. Cancelling is not a refund request.
Your plan renews automatically until you cancel. To avoid a renewal, cancel before the renewal date shown in your account.
Failed payments
If a renewal payment fails, your card issuer has declined it. Our payment provider then retries the charge over the following days. These retries are for a period that has already started and are not a second charge. Cancelling after a period has started stops the next renewal but does not cancel the amount already due for the current one.
What we keep on record
For every plan and order we keep the date and time of purchase, the plan, price and billing period shown at checkout, your acceptance of our terms, the confirmation and renewal emails sent to you, and a log of account activity such as sign-ins, searches, shortlists, orders, deliveries and approvals, with the technical details recorded alongside each event. Our payment provider keeps its own record of each transaction, including bank authentication results. These records are what we use to assess any claim. Read how we handle this data in our Privacy Policy.