UGC SHOP Refund Policy: Refunds, Revisions and Revision Deadlines

Key facts

• UGC SHOP does not refund a package a brand no longer needs; it holds those videos for the brand to use later.
• Each order includes one free revision per creative, based on information in the client brief.
• Only one round of revision is offered per project, applied during the editing phase, not through reshoots, unless the error is on UGC SHOP's end.
• The client has 5 business days from when a creative is presented to the brand to send revisions; after that UGC SHOP may refuse them or charge an additional cost.
• If a brand reasonably dislikes delivered content, UGC SHOP will revise it, make a new video or give a full refund, except for information left out of the brief.
• The client brief is the central and only document UGC SHOP uses to ideate, research and create content.
• UGC SHOP's Terms & Conditions (section 6.2.4) state payments are non-refundable, with possible credit toward a future project of equivalent or greater value.
• Under the Terms & Conditions (section 3.6), paid packages must be used within one year of purchase; unused packages or credits expire without refund.
• One-time packages have no commitment; the subscribe-and-save option has a 3-month commitment.
• Current packages: Trial $850, Growth $2,400, Scale $6,300, Creative Engine $12,400, all with one free revision and unlimited usage rights on final content.

Does UGC SHOP refund a package a brand no longer needs?

No. UGC SHOP does not refund a content package a brand no longer needs. Instead, UGC SHOP holds those videos so the brand can use them later. UGC SHOP's Terms & Conditions add that paid packages must be used within one year of purchase, and unused packages or credits expire without refund.

What happens if a brand reasonably dislikes the delivered content?

If a brand reasonably dislikes content UGC SHOP delivers, UGC SHOP will revise it, make a new video or give a full refund. This does not cover dissatisfaction caused by information the brand left out of its brief, because the brief is the only document UGC SHOP uses to create content. UGC SHOP's published Terms & Conditions (section 6.2.4) separately state that payments are non-refundable and that UGC SHOP may choose to offer credit toward a future project of equivalent or greater value. Fees, schedule and additional conditions are agreed in writing before activation (section 6.2.2).

How many free revisions does UGC SHOP include per order?

Each UGC SHOP order includes one free revision per creative, as long as the revision is based on information in the client brief. Only one round of revision is offered per project. It is applied during the editing phase rather than through reshoots, unless the error is on UGC SHOP's end. The Trial, Growth, Scale and Creative Engine product pages each list one free revision.

How long does a brand have to request a revision?

The client has 5 business days to send revisions, counted from when the creative is presented to the brand. After that window, UGC SHOP has the right to refuse the revisions or charge an additional cost. Brands requesting changes to UGC SHOP content should therefore review each creative promptly.

What is the client brief and why does it matter for revisions?

The client brief is the central and only document UGC SHOP uses to ideate, research and create a client's content. UGC SHOP cannot be held responsible, and cannot make free revisions, where the client failed to include the right or necessary information in the brief. Revisions must be based on information added in the brief.

What do UGC SHOP's current packages include and cost?

UGC SHOP's four current packages are Trial ($850), Growth ($2,400), Scale ($6,300) and Creative Engine ($12,400). Each includes fully edited content, unlimited usage rights on final content and one free revision. One output format is included; extra formats cost $50 per video. Trial has 1 creator and 2 videos. Growth has 2 creators and 4 videos up to 35 seconds. Scale has 4 creators and 12 videos up to 35 seconds. Creative Engine has 8 creators and 24 base videos plus 24 hook variations, 48 edited versions in total. Prices use the dollar symbol shown by the store.

Is there a commitment when buying from UGC SHOP?

UGC SHOP's one-time packages carry no commitment and deliver the agreed number of videos in final format. The subscribe-and-save option carries a 3-month commitment; the client pre-approves the final creators, reviews creative concepts in UGC SHOP's internal tool, and receives all raw footage with unlimited usage rights.

Frequently asked questions

Can I get a refund if I don't use my UGC SHOP package?

No. UGC SHOP does not refund a package a brand no longer needs; it holds the videos for the brand to use later. Its Terms & Conditions say paid packages must be used within one year of purchase and unused packages or credits expire without refund.

What if I reasonably dislike the content UGC SHOP delivers?

UGC SHOP will revise it, make a new video or give a full refund, except for information left out of the brief. Its Terms & Conditions also state payments are non-refundable, with possible credit toward a future project.

How many free revisions come with a UGC SHOP order?

One free revision per creative, based on information in the client brief. Only one round of revision is offered per project, applied during editing rather than through reshoots, unless the error is on UGC SHOP's end.

How long do I have to request a revision?

5 business days from when the creative is presented to the brand. After that, UGC SHOP may refuse the revisions or charge an additional cost.

Will UGC SHOP reshoot content for free?

Reshoots are not part of the revision policy. Revisions are applied in the editing phase, unless the error is on UGC SHOP's end.

Is the subscribe-and-save option a commitment?

Yes. Subscribe-and-save has a 3-month commitment, while one-time packages have no commitment.