Cancellation & Refund Policy

Last updated: April 1, 2026

1. Overview

This Cancellation & Refund Policy applies to all payments made on the UGC India platform ("Platform"), operated by UGC India ("we," "us," or "our"). By making any payment on the Platform, you agree to this policy in its entirety.

All payments on UGC India are processed securely through Razorpay (Razorpay Software Private Limited), a licensed payment aggregator regulated by the Reserve Bank of India. We do not store your card or bank details on our servers.

2. Wallet Top-Up — Refund Eligibility

Brands can add funds to their UGC India Wallet ("Wallet Top-Up") using any supported payment method. The following terms apply to Wallet Top-Up refunds:

2.1 Refundable Window

  • Wallet Top-Up amounts are refundable within 3 calendar days of the date the credit appears in your wallet.
  • To request a refund, email us at team@ugccontent.in with your registered email address, transaction ID, and the reason for the refund request.
  • Refund requests submitted after 3 calendar days of the wallet credit date will not be entertained.

2.2 Non-Refundable Wallet Balance

  • Any wallet balance that has been locked against an active campaign is non-refundable for the duration of that campaign.
  • Once a campaign is live and coins are blocked/locked, those funds cannot be refunded regardless of whether the campaign is later cancelled or paused.
  • Bonus coins credited as part of top-up packages or promotional offers are non-refundable under any circumstances.

2.3 Refund Processing

  • Approved refunds will be processed back to the original payment method used for the top-up (credit/debit card, UPI, net banking, etc.).
  • Refunds typically reflect within 5–10 business days depending on your bank or payment provider. Processing timelines may vary and are beyond our control once initiated.
  • Any payment gateway charges or transaction fees incurred during the original payment may be deducted from the refund amount, as these are non-recoverable from the payment processor.

3. Subscription / Platform Fee — Cancellation & Refund

Where UGC India charges a platform subscription fee or access fee:

  • Subscription fees are refundable within 3 calendar days of the charge date, provided you have not actively used the subscription features during that period.
  • To request a subscription cancellation and refund, email team@ugccontent.in within the 3-day window with your account details and reason.
  • Subscriptions cancelled after 3 days of the billing date will not be refunded. You will retain access to the subscribed plan until the end of the current billing period, after which your account will revert to the free/default tier.
  • Partial-period refunds (pro-rated) are not offered.

4. Campaign Payments — Non-Refundable

Funds that are allocated to, locked against, or released for a UGC campaign are strictly non-refundable:

  • Once a brand starts a campaign and wallet coins are blocked/locked, those coins cannot be refunded, even if the campaign is later paused, modified, or cancelled by the brand.
  • Coins released to creators as payment for approved content submissions are non-refundable.
  • In the event of a dispute between a brand and a creator, UGC India may, at its sole discretion, mediate and determine the appropriate allocation of locked funds. Any such decision is final.

5. Failed Payments

  • If a payment fails during processing, no amount will be debited from your account. In cases where a debit occurs but the wallet is not credited, please contact us immediately at team@ugccontent.in with the transaction reference number.
  • Such cases are typically resolved within 5–7 business days in coordination with Razorpay and your bank.

6. Duplicate Payments

In the rare event of a duplicate charge (same amount charged twice for the same transaction), please notify us at team@ugccontent.in within 7 days. We will investigate and, if confirmed, refund the duplicate amount within 10 business days.

7. How to Request a Refund

To initiate a refund request, email us at:

team@ugccontent.in

Please include the following in your email:

  • Registered email address on your UGC India account
  • Transaction ID or Razorpay Payment ID
  • Date of transaction
  • Amount paid
  • Reason for refund request

Our team will review your request and respond within 2–3 business days.

8. Chargebacks

We encourage you to contact us at team@ugccontent.in before initiating a chargeback with your bank or card issuer. Unauthorized or fraudulent chargebacks may result in permanent suspension of your UGC India account.

9. Amendments to This Policy

We reserve the right to amend this policy at any time. Changes will be effective immediately upon posting to this page. Continued use of the Platform after any changes constitutes your acceptance of the revised policy.

10. Contact

For any queries related to payments, refunds, or cancellations:

UGC India
Email: team@ugccontent.in
Website: ugccontent.in

Payments are processed by Razorpay Software Private Limited (CIN: U72200KA2013PTC097389). For payment-related disputes that we are unable to resolve, you may also contact Razorpay support at razorpay.com/support.

← Back to home