Refund Policy

1. INTRODUCTION

MakeUGC (“Company,” “we,” “us,” or “our”) provides AI-powered video content creation tools and services (“Services”).

This Refund Policy (“Policy”) explains the rules, restrictions, and procedures for refunds under:

• United Kingdom law, including the Consumer Rights Act 2015 and UK GDPR;
• European Union law, including the Consumer Rights Directive 2011/83/EU and EU GDPR; and
• United States law, specifically the contractual laws of the State of Delaware.

By purchasing any subscription plan, credits, or additional services, you confirm that you:

• Have read and accepted this Policy,
• Agree to our Terms of Service and Privacy Policy, and
• Acknowledge that this Policy operates within the mandatory consumer and data protection laws of your jurisdiction.

2. LEGAL BASIS FOR REFUNDS

2.1 Digital Goods Exception (UK/EU)

Under UK and EU law, consumers generally have a 14-day cooling-off period for online purchases. However, digital content delivered immediately and consumed (credits, videos ,AI outputs) is legally exempt once performance begins. By using MakeUGC credits or generating content, you expressly waive this right.

2.2 Delaware, U.S. Law

Under Delaware contract law, refunds are subject strictly to the terms of this Policy. Once digital services are provided or substantially performed, no statutory right of withdrawal applies.

2.3 Fair Treatment

• Despite the above exemptions, MakeUGC offers a limited, conditional refund system as outlined below to balance fairness with operational protection.

3. REFUND ELIGIBILITY

3.1 Timeframe for Requests

• 100% Refund Window: Notify us within three (3) business days of your purchase or renewal for a full refund, provided credits have not been substantially consumed.
• Requests outside this timeframe are subject to usage and plan rules.

3.2 Usage-Based Conditions

• Under 50% Credits Used: 50% refund of the subscription value may be granted.
• Over 50% Credits Used: No refund will be provided.
• Example: On a 20-credit plan, use of 10 or more credits is considered full consumption.

3.3 Duration-Based Conditions

• Over 2 Weeks Active: No refunds permitted.
• Over 1 Month Old: Plans older than one month are strictly non-refundable.
• Multi-Month Subscriptions: Starting from Month 3, no refund will be granted for Months 1–3.

3.4 Non-Refundable Services

• Editing services and any manual/creative services are strictly non-refundable under all circumstances.

4. REFUND PROCESS

4.1 Request Submission

Refund requests must be submitted via:

• Email: help@makeugc.ai (the exclusive valid address).
• Live Chat: Refunds may be initiated in chat, but email confirmation will serve as the binding record.

4.2 Verification

We will review account activity, including:

• Credits used,
• Videos generated/downloaded,
• Plan history and renewal,
• Compliance with Terms of Service

4.3 Refund Approval

• Refunds are issued to the original payment method.
• A processing fee from our payment provider may apply.
• Refunds may take up to 10 business days.

4.4 Refund Rejection

Refunds may be rejected if:

• Timeframe/usage rules are exceeded,
• Terms of Service or Fair Use Policy are violated,
• Fraud, abuse, or chargeback fraud is suspected.

5. ACCOUNT STATUS AFTER REFUND

• On refund confirmation, your account is permanently cancelled.
• All credits are revoked.
• All videos/projects are permanently deleted (non-reversible).
• Your login email may remain for communication only

6. DATA PROTECTION & GDPR COMPLIANCE

6.1 UK & EU GDPR

• Data collected for refund processing (name, email, payment ID) will be processed solely to complete the refund.
• You have the right to request deletion of personal data once obligations (including financial record-keeping laws) are fulfilled.
• Refund processing records may be retained for up to six (6) years under UK and EU accounting and tax laws.

6.2 U.S. Data Protection

• Delaware law permits contractual use of personal data strictly for transaction and compliance purposes.
• MakeUGC does not sell, lease, or disclose refund-related personal data outside our payment processors and legal obligations.

6.3 Cross-Border Transfers

• If your data is transferred outside the UK/EU/US, we use legally recognized safeguards (e.g., Standard Contractual Clauses, UK International Data Transfer Agreements).

7. NON-REFUNDABLE PURCHASES

Refunds will not be granted for:

• Plans active beyond two weeks.
• Plans older than one month.
• Plans with >50% credits consumed.
• Subscriptions in Month 3 or later.
• Editing or manual creative services.
• Accounts in breach of Terms of Service.
• Fraudulent/abusive refund behaviour.

8. DISCLAIMER OF WARRANTIES

All Services are provided “as is” without warranties of merchantability, fitness for purpose, or non-infringement, to the fullest extent permitted by:

• UK Consumer Rights Act 2015,
• EU Consumer Rights Directive, and
• Delaware state contract law.

9. LIMITATION OF LIABILITY

• To the maximum extent permitted by UK, EU, and Delaware law, MakeUGC is not liable for indirect, incidental, or special damages.
• Liability is capped at the subscription fee paid for the disputed billing period.

10. AMENDMENTS

This Policy may be updated. Any material changes will:

• Be posted with a new “Last Updated” date,
• Be communicated to subscribers via email or dashboard notice where legally required(GDPR transparency obligations).

11. GOVERNING LAW & JURISDICTION

• UK customers: Governed by the laws of England and Wales; disputes in UK courts.
• EU customers: Governed by the laws of your EU member state, subject to EU consumer protection law.
• U.S. customers: Governed by the laws of Delaware, USA; disputes in Delaware state or federal courts.

12. CONTACT INFORMATION

For refunds, disputes, or GDPR inquiries:

• Email: help@makeugc.ai
• Live Chat: Available on MakeUGC dashboard

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Data Protection Officer (DPO) inquiries: privacy@makeugc.ai

We respond within two (2) business days. GDPR data requests may take up to 30 days, extendable under complex cases.