Refund Policy

This Refund Policy (the "Policy") is issued by Cinnamon Technology Limited, trading as MakeUGC, a company registered in England and Wales under company number 15351712 with its registered office at Silverstream House, 45 Fitzroy Street, London, England, W1T 6EB ("MakeUGC", "we", "us" or "our"). It governs refunds, credits and cancellations for all subscriptions, Trials, Credits, add-ons, Done-For-You and other services purchased through the MakeUGC platform (the "Services").

This Policy forms part of, and is incorporated into, the MakeUGC Terms of Service. Capitalised terms not defined here have the meaning given in the Terms of Service. If there is a conflict between this Policy and the Terms of Service, the Terms of Service prevail except on the question of refund eligibility, where this Policy prevails. By purchasing any Subscription, Trial, Credits or services you confirm that you have read and accepted this Policy.

The Services are designed for, and primarily sold to, businesses, agencies, marketers and professional creators. Where you purchase as a consumer under applicable law, nothing in this Policy limits any statutory right that cannot lawfully be excluded, and Section 1 explains how those rights interact with this Policy.

1. LEGAL BASIS AND CONSUMER CANCELLATION RIGHTS

1.1 Business customers. If you purchase in the course of a business, trade, craft or profession (including as a sole trader, agency or company), you are not a consumer and no statutory cancellation or cooling-off right applies. Your refund rights are solely those set out in this Policy.

1.2 UK and EU consumers: loss of the 14-day cancellation right. Under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 (UK) and Directive 2011/83/EU (EU), consumers ordinarily have 14 days to cancel a distance contract for digital content or digital services. The Services are digital content and digital services supplied immediately on purchase. At checkout you expressly request that we begin supplying the Services immediately, and you acknowledge that:

• for digital content (Credits, generated videos, images, audio and other Output), you lose your right to cancel once supply has begun, meaning once you generate any Output or consume any Credit; and
• for digital services (platform access), if you cancel within 14 days you must pay a proportionate amount for the period of service supplied up to the time you told us you were cancelling, which we calculate by reference to Credits consumed and days of access, and which will in most cases equal the full price.

If you are a UK or EU consumer who has not generated any Output, consumed any Credit or otherwise used the Services within 14 days of purchase, you may cancel by emailing help@makeugc.ai and we will refund you in full within 14 days of receiving your cancellation, less any amount due for services supplied.

1.3 Faulty or not-as-described digital content. Nothing in this Policy affects a UK consumer's rights under the Consumer Rights Act 2015, or an EU consumer's rights under Directive 2019/770, where digital content or a digital service is faulty, not as described or not fit for purpose. In that case your statutory remedies (repair, replacement, price reduction or refund) apply. Variations in the artistic quality, style, accuracy or performance of AI-generated Output are inherent in generative AI and are not a fault.

1.4 Other jurisdictions. If you are a consumer outside the UK and EU, any mandatory refund right under the law of your country of residence applies in addition to this Policy to the extent it cannot be excluded. Otherwise, this Policy governs.

2. GENERAL RULE: ALL PAYMENTS ARE FINAL

Except as expressly set out in Section 1 (mandatory consumer rights) and Section 3 (discretionary refunds), all fees paid to MakeUGC are final, non-refundable and non-creditable, including: Subscription fees for any billing period, whether or not you used the Services; Trial fees; Credit purchases; annual and multi-month plan fees, including remaining instalments; add-ons, overage and usage fees; Done-For-You, editing, consulting and custom production services; and amounts charged under the Terms of Service for Trial Abuse or chargeback handling.

Cancelling a Subscription stops future renewals; it does not entitle you to a refund of the current or any past period, or of unused Credits. Downgrading a plan takes effect at the next renewal and does not generate a refund or credit for the difference. Your failure to use the Services, or dissatisfaction with Output that was generated in accordance with your Input, is not a ground for a refund.

3. DISCRETIONARY REFUNDS

3.1 Nature of discretionary refunds. Notwithstanding Section 2, MakeUGC may, as a goodwill gesture and entirely at its discretion, grant a partial or full refund where all of the conditions in this Section are met. A discretionary refund is not a contractual entitlement, does not create a course of dealing, and may be refused or withdrawn at any time. Each condition below is cumulative.

3.2 Time condition. The refund request must be received at help@makeugc.ai within three (3) business days of the charge in question (first purchase or renewal). Requests received after that time are not eligible.

3.3 Usage condition. Eligibility depends on Credits consumed on the plan during the billing period in question:

A Credit is consumed when a generation is requested, whether or not you download the result. Example: on a 2,000-credit plan, consuming 1,000 or more Credits is full consumption and no refund is available.

3.4 Duration condition. No discretionary refund is available where the Subscription has been active for more than fourteen (14) days since the charge, where the plan is more than one month old, or, for multi-month or annual plans, once the third month has begun (in which case months one to three are non-refundable in all cases and later months are governed by Section 2).

3.5 Conduct condition. No discretionary refund is available where the Account, or any linked Account, is or has been in breach of the Terms of Service, the Trial Policy, the Acceptable Use Policy or this Policy; has engaged in Trial Abuse, fraud or chargeback abuse; has previously received a discretionary refund; or has disputed any charge with its bank or card issuer.

3.6 Amount. Any discretionary refund is calculated on the net fee actually paid for the billing period in question, excluding taxes already remitted (which are refunded only where recoverable) and less any payment-processor fees that are not returned to MakeUGC.

4. NON-REFUNDABLE PURCHASES

For the avoidance of doubt, the following are non-refundable in all circumstances, subject only to mandatory law under Section 1:

• Trial fees, including the $1 (or other nominal) Trial fee, and the first paid period following automatic conversion of a Trial where you did not cancel before the Trial ended;
• Subscriptions active beyond fourteen days or older than one month;
• Subscriptions with 50% or more of Credits consumed in the period;
• multi-month and annual plans from the third month onward, and any remaining instalments on such plans;
• Credit top-ups and bonus, promotional or referral Credits;
• Done-For-You, editing, manual, creative, consulting or custom production services once work has commenced, whether or not you approve the deliverables;
• Custom Avatar and Custom Voice creation fees once processing has begun;
• API, MCP and integration usage fees;
• amounts charged for Trial Abuse, chargeback handling, collection costs or interest under the Terms of Service;
• any Account terminated or suspended for breach of the Terms of Service;
• any purchase where fraud, abuse or misuse of the refund process is suspected.

5. REFUND PROCESS

5.1 How to request. All refund requests must be sent by email to help@makeugc.ai from the email address registered to the Account, stating the Account email, the charge date and amount, and the reason for the request. Requests raised in live chat, social media or by any other channel are not valid until confirmed by email, and the email record is the binding record. Only help@makeugc.ai is a valid address for refund requests.

5.2 Verification. We will review the Account's history, including Credits consumed, Output generated and downloaded, logins and sessions, plan and renewal history, linked Accounts, and compliance with the Terms of Service and this Policy. We may request additional information and may refuse a request where information is incomplete or inconsistent.

5.3 Decision. We aim to respond within five (5) business days. Our decision on a discretionary refund is final. A refusal does not affect any mandatory right under Section 1.

5.4 Payment. Approved refunds are issued only to the original payment method. We cannot refund to a different card, account or person. Refunds are typically processed within ten (10) business days; the time for the funds to reach you depends on your bank or card issuer. Refunds are made in the currency of the original charge; we are not responsible for exchange-rate differences or bank fees.

5.5 Abuse of the refund process. Repeated refund requests, requests made after substantial consumption of the Services, requests across multiple Accounts, or requests accompanied by threats of chargebacks or public complaints are treated as abuse. We may refuse such requests, terminate the Account and refuse future business.

6. EFFECT OF A REFUND ON YOUR ACCOUNT AND CONTENT

On confirmation of any refund (discretionary or statutory):

• the Subscription is cancelled with immediate effect and the Account is closed;
• all Credits, including unused, bonus and promotional Credits, are revoked;
• all Output, projects, Custom Avatars, Custom Voices and uploads in the Account are permanently deleted and cannot be recovered; you must download anything you wish to keep before requesting a refund;
• the assignment of Output under Section 3.2 of the Terms of Service is rescinded for Output generated in the refunded period, and you must cease using and delete any such Output in your possession;
• MakeUGC's licence under Section 3.3 of the Terms of Service is unaffected and survives;
• your login email is retained for communication, fraud-prevention and suppression purposes; and
• you may not open a new Account or Trial without MakeUGC's written consent.

7. CHARGEBACKS AND PAYMENT DISPUTES

7.1 Contact us first. You agree to contact help@makeugc.ai and allow us ten (10) business days to resolve any billing concern before raising a dispute with your bank, card issuer or payment provider.

7.2 Unjustified chargebacks. Raising a chargeback or payment dispute for a charge you authorised (including an automatic renewal or Trial conversion you did not cancel), for Services you used, or without first contacting us, is a material breach of the Terms of Service and a form of refund abuse. In that event MakeUGC may: immediately suspend or terminate all associated Accounts and delete Content; revoke the assignment of all Output in the Account; submit evidence to the card network and contest the dispute; re-bill the disputed amount together with a dispute-handling fee of £25 per chargeback; recover the amount as a debt with interest at 8% per annum above the Bank of England base rate; refer the matter to a collections agency and recover its reasonable costs; and share the dispute with fraud-prevention networks and payment processors.

7.3 Reversal of refund rights. Once a chargeback is raised, no discretionary refund will be considered for that Account, and any discretionary refund previously offered is withdrawn.

7.4 Legitimate disputes. Nothing in this Section prevents you from disputing a charge that you did not authorise or that resulted from fraud by a third party. Please report suspected unauthorised use to help@makeugc.ai immediately so that we can investigate and secure your Account.

8. SERVICE CREDITS AND FAILED GENERATIONS

8.1 Failed generations. Where a generation fails to complete because of an error in the Services (as opposed to invalid Input, content-policy filtering, or a limitation of the underlying model), the Credits consumed are automatically returned to your Account. If they are not, email help@makeugc.ai within seven (7) days with the project or job reference and we will re-credit on verification. Re-crediting is your sole remedy for a failed generation.

8.2 Quality of Output. Generations that complete are not refunded or re-credited on the basis of style, accuracy, realism, lip-sync, voice, likeness, duration, resolution or performance of the Output, or because the Output does not match your expectations. Generative AI is probabilistic and variations are inherent in the Services.

8.3 Outages. Where the Services are unavailable for a prolonged period due to a fault within MakeUGC's control, MakeUGC may at its discretion extend your billing period or grant bonus Credits. No cash refund is payable for downtime, and no credit is payable for outages caused by third-party providers or Force Majeure Events.

8.4 Service credits have no cash value. Any bonus Credits or period extension granted under this Section are non-transferable, non-refundable, expire with the plan and have no cash value.

9. DATA PROTECTION

Personal data collected to process a refund or dispute (name, Account email, billing details, payment identifiers, usage records and correspondence) is processed by MakeUGC as controller under the Privacy Policy, on the lawful bases of performance of a contract, compliance with legal obligations and our legitimate interests in preventing fraud and defending claims. Refund, dispute and chargeback records are retained for seven (7) years in accordance with UK tax and accounting law and the limitation period for contractual claims, and fraud-prevention records for up to seven (7) years. We do not sell refund-related personal data; we share it only with our payment processors, banks, card networks, fraud-prevention providers, professional advisers and authorities as required. Your rights of access, rectification, erasure and objection are set out in the Privacy Policy; erasure may be refused where retention is required by law or to defend a claim.

10. LIABILITY, GOVERNING LAW, AMENDMENTS AND CONTACT

10.1 Liability. The disclaimers and limitations of liability in Sections 14 and 15 of the Terms of Service apply to this Policy. MakeUGC's total liability in connection with any refund, billing dispute or chargeback is limited to the amount of the disputed charge.

10.2 Governing law and disputes. This Policy and any dispute arising from it are governed by the laws of England and Wales and are subject to the dispute-resolution provisions (including LCIA arbitration) in Section 16 of the Terms of Service. Consumers resident in the UK or EU retain the protection of the mandatory consumer law of their country of residence and may bring proceedings in the courts of that country.

10.3 Amendments. We may amend this Policy at any time by posting the revised Policy with a new Effective Date. Material changes will be notified by email or in-product notice where legally required. The version of this Policy in force at the time of a charge governs that charge.

10.4 Contact.

• Refunds, billing and disputes: help@makeugc.ai (the only valid address for refund requests)
• Data protection: privacy@makeugc.ai
• Cinnamon Technology Limited (trading as MakeUGC), company number 15351712, Silverstream House, 45 Fitzroy Street, London, England, W1T 6EB, United Kingdom

We aim to acknowledge all enquiries within two (2) business days.