Cancellations and refunds
The proposed refund policy protects agreed work while preserving remedies when a service is not delivered as promised.
Prelaunch policy draft
UGC Stage is preparing to launch. These are the proposed policies for its paid services, which are not yet available. They are not yet effective transaction terms. The final legal operator details, fees, payment arrangements and policies will be published before paid bookings open.
Custom content and changes of mind
Custom content delivered in accordance with the agreed brief is not refundable solely because the brand changes its mind, no longer needs it or prefers a style outside the agreement. This does not limit rights concerning defects, non-delivery, failure to meet agreed specifications or any refund required by law.
A digital file or service is not automatically exempt from cancellation rights. Any applicable statutory right takes priority over this policy.
Before production starts
The proposed policy provides a full refund if the brand cancels before production starts, including when the creator has accepted but has not begun production. Acceptance alone is not proof that production has started; a creator claiming work has begun must identify it and provide evidence.
If the creator declines or cannot proceed before production, the brand receives a full refund. A booking awaiting acceptance is not accepted through silence. The brand can request cancellation or support assistance while it is pending.
After production starts
Support will review the agreed scope, work actually performed, approvals, usable deliverables and mandatory rights. A full or partial refund may be appropriate. We do not apply an automatic flat cancellation percentage or assume every item in a package has equal value.
Any retained amount must have a documented contractual and factual basis and be explained to both parties. It cannot be charged for unperformed work. If the creator cannot fulfill the order, the brand receives a refund for undelivered or unusable work. If the brand agrees to retain a usable completed portion, the settlement identifies that work, its price and the rights retained.
Defects non-delivery and delays
Report specific issues with reference to the agreed brief. Where appropriate, the creator should have a reasonable opportunity to correct them within an agreed timeframe. A correction process does not remove an immediate remedy available under law.
If the issue remains unresolved, support may approve a full or partial refund based on the evidence and applicable rights. Non-delivery and qualifying delays can create separate cancellation and refund rights. Turnaround estimates and review targets do not override those rights.
Requesting and receiving a refund
Contact hello@ugcstage.com with your order reference and the reason for the request. Once the paid service opens, the order's support option will also be available. The proposed operating targets are a substantive first response within two business days and submission of an approved refund to the provider by the next business day. These are not guaranteed bank-arrival dates.
Refunds will use the original payment method where supported. If it is unavailable, we will agree a verified alternative supported by the provider. Store credit will not be forced instead of a cash refund legally owed. Status updates will distinguish approval, submission, completion and failure, with the provider's available arrival estimate.
Under this proposal, Stage absorbs ordinary retained processing fees on a full order refund and returns its commission proportionately on refunded work. Taxes will be adjusted through the required documents. Refunds will not wait for the monthly creator payout cycle. Confirmed duplicate or incorrect charges will be investigated and corrected.
Content rights and reconsideration
A full refund that unwinds a deliverable purchase normally ends the brand's permission to use that deliverable, subject to the settlement and law. A partial settlement identifies the content and rights the brand retains. A complaint or a fee-only adjustment does not automatically revoke unrelated rights.
Either party can request reconsideration of a support decision and provide missing evidence or identify a factual error. This process does not remove access to payment-provider disputes, competent authorities or courts. Physical product-sample returns follow the arrangement in the brief and are separate from the content refund decision.