1. All sales are final
An AgencyUGC plan is a monthly or yearly subscription for access to the workspace, with the limits and features described on the pricing page. You pay for access for a period, not for how much you use it, and that access is granted in full at the start of each period. You can cancel at any time and no further renewal is charged. By subscribing you ask us to start providing the service immediately and acknowledge that you lose any statutory right of withdrawal that would otherwise apply once performance has begun, to the extent the law allows.
2. What is never refunded
- Changing your mind, or no longer needing the service.
- Not using the service during a paid period.
- A renewal charged after one or more failed attempts, because the new period had already started.
- Forgetting to cancel before a renewal date, or cancelling right after one.
- Buying the wrong plan, billing period or number of seats.
- Dissatisfaction with AI generated briefs or suggestions, which vary with the input you provide.
- A feature that is not described on the pricing page.
- Part periods after cancellation. Access runs to the end of the paid period and is never pro-rated.
- Use of your account by someone else, including where you shared your login.
- Disputes between you and a creator or client about a deliverable, fee or usage rights.
3. The only exceptions
We refund only where one of the following applies, only where it can be evidenced, and only up to the affected charge.
- Duplicate charge. You were billed twice for the same period through a fault in our billing.
- Proved unauthorised charge. Someone used your card without your authority, you report it within 14 days, and the records held by us and by our payment provider support it.
- Total failure of service. A confirmed fault on our side made the service entirely unusable for a continuous period, you reported it to us at the time, and we could not resolve it. Partial degradation and problems with your own device, browser or network are excluded.
Where a refund is granted, it is limited to the amount you paid for the affected period and is issued to the original payment method only.
4. How to request a review
Email [email protected] within 14 days of the charge, from the address on your account, with the date and amount of the charge and the exception from section 3 that you believe applies. Requests made after 14 days are not considered. Starting a chargeback instead of contacting us first is a breach of our Terms of Service and results in closure of the account.
5. Renewals, failed payments and cancelling
Subscriptions renew automatically until you cancel. You can cancel at any time from the billing portal and you keep access until the end of the period you have already paid for. Cancelling stops later renewals; it does not reverse a payment already taken. When a new period begins, the payment for it is due. If a charge fails, your card issuer declined it and our payment provider retries it over the following days, which is not a second charge. To avoid a renewal, cancel before the renewal date shown in your account.
6. What we keep on record
For every subscription we keep the date and time of purchase, the plan and price shown at checkout, your acceptance of our terms, the confirmation email, renewal notices and a log of account activity. Our payment provider keeps its own record of each transaction, including the result of any bank authentication. These records are what a claim under section 3 is assessed against.