Commerce policy
Refund & Cancellation
This policy describes the intended process for paid UGC Stage projects once production payments are enabled. The final checkout will display the applicable project terms, amount, and payment status before confirmation.
1. Before payment
A brand may decline or withdraw from a proposal before payment without a project charge. Creators and brands should confirm the scope, deliverables, price, timeline, revision expectations, and usage rights before payment.
2. Cancellation after payment
A cancellation request may be submitted through the Platform or support. Eligibility and the refundable amount depend on whether work has started, work already completed, expenses specifically approved by the brand, compliance with project terms, and applicable law.
Typical treatment
- Creator has not started: the project amount is generally eligible for refund, less any non-refundable payment-provider charges clearly disclosed where permitted by law.
- Work has started: the parties may agree on a partial payment for documented work completed and a refund of the remaining project amount.
- Creator cannot deliver: the undelivered portion is generally eligible for refund unless the brand materially caused the failure.
- Brand no longer needs the content: completed and compliant work may remain payable.
3. Non-conforming work
If a deliverable materially fails to match the agreed brief, the brand should submit a revision request with specific reasons during the review period. If the issue cannot be resolved, either party may open a dispute. A full or partial refund may be issued after reviewing the scope, messages, files, revisions, deadlines, and other relevant records.
4. Approved work and change of mind
Once a brand approves a deliverable, a refund is generally unavailable for a change of mind. This does not limit rights that cannot be waived under applicable law, including claims involving fraud or content the creator had no right to provide.
5. Refund method and timing
Approved refunds will be returned through the original payment method where possible. Bank and payment-network processing times vary and will be communicated when live payments are enabled. UGC Stage cannot control processing time after a refund has been submitted to the payment provider.
6. Duplicate or unauthorized payments
Report suspected duplicate or unauthorized transactions promptly. We may ask for transaction details and account-verification information and may temporarily restrict related activity while investigating.
7. Contact
Until in-app support is launched, send cancellation or refund questions to salmanaljamaan@ruknfitness.com. Include the account email and project reference, but do not email card numbers, passwords, or verification codes.
Salman Abdullah Aljamaan Commercial Establishment
Unified National Number: 7054070987
Jeddah, Saudi Arabia