# Refunds and billing problems

When we refund, what to do about an unexpected charge, and why to contact us before your bank.

For brands · 5 questions · Updated 14 October 2026

## Can I get a refund?

Annual access opens in full the moment you pay, so payments are final once access starts. This applies to renewal payments too. We refund the full amount in these cases:

- you were charged more than once for the same person
- a fault on our side stops your account getting access, and we haven’t fixed it within 10 business days of you telling us
- we confirm the charge was made without the cardholder’s permission
- the law requires a refund

We don’t refund because you changed your mind, forgot to turn off renewal, didn’t use the database, found fewer creators than expected in a niche, creators didn’t reply or quoted different rates, a creator later hid their profile, or a lower price or promotion came out after you bought. That’s why search and profiles are free to try first.

To ask for a refund, use the [contact form](https://ugcstars.com/contact) with the Billing topic within 30 days of the charge, and include the email used at checkout and what went wrong. Refunds go back to the original card and can take up to 10 business days to appear. When a refund is issued, access ends, and you need to delete the creator details you got through it. Section 10 of the [Terms of Service](https://ugcstars.com/terms) has the full rules.

## I was charged twice. What should I do?

[Contact us](https://ugcstars.com/contact) with the Billing topic and give the email used at checkout. We check the payments and refund the duplicate to the card it came from. It can take up to 10 business days to show on your statement.

A card sometimes shows a pending authorization that disappears after a few days without being charged. If you see two pending lines, wait for them to settle, then check your receipts. You get one receipt email for each completed payment.

## I don’t recognize a charge from UGCStars.

First check whether someone at your company bought or renewed annual access. Search your inbox, and ask colleagues to search theirs, for a UGCStars receipt. It shows the date, the amount and the email used to buy.

If no one recognizes it, [contact us](https://ugcstars.com/contact) with the Billing topic and give the date, the amount and the last four digits of the card. We investigate, and if the charge wasn’t authorized by the cardholder we refund it and close the account it created. If you think your card was lost or stolen, tell your bank straight away as well.

## Why should I contact you before my bank?

Most billing problems, such as duplicate charges, unrecognized charges and access that didn’t start, can be fixed directly and faster than through a bank dispute. The [Terms of Service](https://ugcstars.com/terms) ask you to contact us first and give us 15 business days to resolve it.

If a chargeback is filed, access is paused while it’s decided. Because access starts at payment, we may send the bank the order details, your Terms acceptance and records of logins and use, to show the purchase was authorized and delivered. We leave creators’ personal details out unless they’re strictly needed. If the chargeback is decided in your favor, access ends permanently.

None of this stops you reporting a lost or stolen card to your bank at any time.

## The price dropped after I bought. Can I get the difference back?

No. The price you pay is the one shown at checkout, and a later promotion or price change doesn’t change a completed order. The same applies to a promo code you find after paying: codes can’t be added to an order once it’s complete.

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