UGC ScoutBack to Home

Refund Policy

Last updated: November 2, 2026

UGC Scout uses an escrow payment system to protect both brands and creators. This policy explains how payments, refunds, and disputes are handled on our platform.

1. How Our Escrow System Works

1.1 Payment Process

  1. Assignment: When a brand assigns a creator to a project, the full payment is charged to the brand's card.
  2. Escrow Hold: The funds are securely held by UGC Scout (via Stripe) during the project.
  3. Delivery: The creator uploads their completed video.
  4. Approval: The brand reviews and approves the content.
  5. Payout: Upon approval, funds are released to the creator (minus the creator platform fee).
  6. Fees on refunds: When a charge is refunded before delivery, the full amount charged is returned, including the 5% brand platform fee.

1.2 Auto-Approval

To protect creators from unresponsive brands, deliveries are automatically approved if the brand does not review them within 3 days. Once auto-approved, the payment is released to the creator.

2. Revisions

2.1 Revision Rights

Brands are entitled to request one (1) free revision per video before approving the delivery. Revision requests must include specific feedback about what needs to be changed.

2.2 Revision Process

  1. Brand requests a revision with detailed notes
  2. Creator receives notification and revision instructions
  3. Creator uploads revised video
  4. Brand reviews and approves (or the 3-day auto-approval applies)

2.3 Additional Revisions

Additional revisions beyond the included one may be negotiated between the brand and creator. UGC Scout does not enforce additional revision payments.

3. When Refunds Apply

3.1 Creator Non-Delivery

If a creator fails to deliver content within the agreed timeframe and becomes unresponsive, the brand may request a full refund. UGC Scout will attempt to contact the creator before processing the refund.

3.2 Significant Quality Issues

Refunds may be considered if the delivered content significantly deviates from the project requirements. This includes:

  • Wrong product or brand being featured
  • Video length significantly outside specifications
  • Content that violates platform guidelines

Minor quality differences or creative interpretation are not grounds for a refund.

3.3 Project Cancellation

Before a creator begins work:

  • Brands may cancel and receive a full refund

After a creator has started work:

  • Cancellation is at the discretion of both parties
  • Partial refunds may be negotiated

4. When Refunds Do NOT Apply

Refunds are generally not provided in the following situations:

  • Content meets the project specifications but the brand changes their mind
  • Brand fails to review delivery within the 3-day period (auto-approval applies)
  • Subjective preference differences (e.g., "I don't like the creator's style")
  • Brand fails to provide clear project requirements

5. Dispute Resolution

5.1 Direct Resolution

We encourage brands and creators to resolve disputes directly through the platform's messaging system. Most issues can be resolved with clear communication.

5.2 UGC Scout Mediation

If direct resolution fails, either party can request UGC Scout mediation by contacting support@ugcscout.io. We will:

  1. Review the project requirements and communications
  2. Evaluate the delivered content
  3. Make a fair determination

5.3 Final Decisions

UGC Scout's dispute resolution decisions are final. By using the platform, both brands and creators agree to accept our determinations.

6. Chargebacks

Initiating a chargeback with your bank instead of working through our dispute process may result in account suspension. We encourage users to contact us first to resolve any payment concerns.

7. Processing Refunds

Approved refunds are processed within 5-10 business days. The refund will be credited to the original payment method. Depending on your bank, it may take an additional few days to appear in your account.

8. Contact Us

For refund requests or payment disputes, please contact us at:

UGC Scout Inc.
3911 Concord Pike #8030
Wilmington, DE 19803
Email: support@ugcscout.io

Please include your project ID and a detailed explanation of the issue.