Refund Policy

1. Summary

SmartUGC is a digital service that delivers AI-generated content the moment you press generate. Because credits are consumed instantly and the resulting Outputs cannot be "returned", we do not offer refunds for credits that have been used, or for the unused portion of a billing period after it has started. We do honour your statutory cancellation rights where they apply, and we will fix or refund clear technical failures on our side.

2. The 14-day cooling-off period

If you are a consumer in the UK, the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 give you 14 days from the day your contract is formed to cancel without giving a reason.

Important — the digital content exception. SmartUGC supplies digital content (AI image, video and audio generations) that is delivered immediately on request. Under regulation 37(1)(a), you lose the right to cancel as soon as performance begins, provided you have:

• expressly consented to performance starting within the 14-day period; and
• acknowledged that you will lose your right to cancel once performance has begun.

You give that consent and acknowledgement when you generate any Output, spend any credit, or otherwise begin using the paid features of the Service. From that point onwards, the contract has been fully or partly performed and the cooling-off right falls away.

If you have not used any paid feature and you are still inside the 14-day window, email [email protected] with your account details and a clear statement that you wish to cancel. We will refund the payment using the same method you paid with, within 14 days of receiving your notice.

3. Credits

Credits are the units of usage that fund image, video, voice and lipsync generations. They are digital content, supplied and consumed in real time:

• Used credits are non-refundable. Once a credit has been spent on a generation, it has been delivered in full and cannot be returned, even if you are not happy with the Output. AI Outputs are inherently variable — please review provider previews and start with smaller jobs if you are unsure.
• Failed generations are not charged. If a generation fails because of a platform or upstream provider error, the credits are automatically refunded to your balance. You do not need to contact us — but if you spot a failed generation that has not been refunded, email [email protected] and we will put it right.
• Unused credits expire with the billing period. Plan credits do not roll over unless we expressly say so on the Plan page. We don't refund unused plan credits, including when you cancel mid-period.

4. Monthly and annual subscriptions

Subscriptions are billed in advance. You can cancel at any time from the billing area of your account. Cancellation takes effect at the end of your current billing period: you keep access to paid features until then, and we do not refund the unused portion of that period. We will not bill you for the next period.

If your card is charged for a renewal you didn't intend — for example because you forgot to cancel before the renewal date — please contact us within 7 days of the renewal charge and, provided you have not used any paid features in the new period, we will normally refund that charge as a goodwill gesture. This is discretionary and does not affect your statutory rights.

5. Free trials and promotional offers

Where we offer a paid trial (for example "$1 for the first 3 days"), the trial fee is for a defined period of access and is non-refundable once the trial begins, because the Service is being delivered to you for that period. Cancelling during the trial stops the trial from converting into a full subscription but does not generate a refund of the trial fee.

Promotional credits have no cash value and are not refundable.

6. Technical failures and material defects

Under the Consumer Rights Act 2015, digital content must be of satisfactory quality, fit for purpose and as described. If the Service has a material defect that we cannot fix within a reasonable time — for example sustained downtime that prevents you from using credits you have paid for — you may be entitled to a price reduction or a refund of the affected portion. Email [email protected] with details and we will work with you to put it right.

7. Chargebacks

Please contact us before raising a chargeback with your bank or card issuer. In most cases we can resolve issues quickly and directly. Raising a chargeback for a charge that is properly due (for example for credits that have already been consumed) may result in your account being suspended pending resolution.

8. How to request a refund

Email [email protected] from the email address on your account and include:

• the email address on your SmartUGC account;
• the date and amount of the charge you want refunded;
• a short description of the reason.

We aim to reply within 2 business days. Approved refunds are issued through Stripe to the original payment method and typically appear within 5–10 business days, depending on your bank.

9. Your statutory rights

Nothing in this policy limits your rights under UK consumer law, including the Consumer Rights Act 2015 and the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013. If anything in this policy is inconsistent with those rights, your statutory rights take precedence.

10. Contact

Questions about this Refund Policy? Email [email protected], or write to Silly Spider Ltd (trading as smartUGC.ai), 1 Railway Terrace, Sunderland, SR4 0PA, United Kingdom.