Short version. If it has been 14 days or less since your latest payment and you have made 10 or fewer videos in total on your account, you can request a refund with one button in the Plan & Credits section of your Account page. Refunds are not guaranteed: we review each request case by case within one business day. Otherwise (more than 14 days since your latest payment, or more than 10 videos in total), payments are non-refundable, and the credits you purchased stay in your account for you to use. If a video fails to render, its credits come back to your balance automatically. You can cancel at any time from your account, and charges come from Whop, our payment processor.
This Refund Policy applies to purchases made through EchoUGC at echougc.com. It supplements our Terms of Service. The sections below are the full policy.
1. Refund requests
If it has been 14 days or less since your latest payment and you have made 10 or fewer videos in total on your account, you can request a refund: open the Plan & Credits section of your Account page (echougc.com/account) and click “Request a refund”. Refunds are not guaranteed. We review each request case by case within one business day and email you with the decision. An approved refund returns that payment in full to the card you paid with. If it was a subscription charge, the subscription is cancelled too, so it doesn't renew; refunding a credit pack leaves your subscription alone.
Otherwise (more than 14 days since your latest payment, or more than 10 videos in total), payments are non-refundable, and the credits you purchased stay in your account for you to use. A credit is consumed the moment a video starts rendering, which is when we pay for the GPU time.
2. Failed generations
If a video, an image or an AI actor fails to generate for any reason, including a content-policy block, a model refusal, a technical error or our quality checks rejecting the result, the credits it used go back to your balance automatically. You do not need to ask, and you are never charged for a render that fails.
3. Subscriptions
You may cancel at any time from the Plan & Credits section of your Account page (click Cancel subscription and confirm) or by contacting support@echougc.com. Cancellation stops future charges; it does not retroactively refund the current billing period unless required by law. Access continues through the end of the paid period unless we terminate for breach. After that, your unused credits stay on your account (we don't delete them) and you can use them again as soon as you resubscribe.
4. Other refunds
Beyond section 1, we also refund or credit you when:
- You were charged in error (duplicate charge, wrong amount)
- Applicable consumer law requires a refund. EU / EEA / UK buyers: You have a statutory 14-day right of withdrawal. If, before using credits, you agreed that starting a render ends that right for the credits you use, it ends for those credits; if you did not agree to that, your right of withdrawal is unaffected. Unused credits stay refundable for 14 days regardless.
For these, email support@echougc.com with your account email. We reply within one business day.
5. Your statement
Charges for EchoUGC come from Whop, our payment processor, and the exact name a charge shows on your card statement is on your Whop receipt. If you do not recognize a charge, email support@echougc.com before you contact your bank.
6. Chargebacks
Contact us before initiating a chargeback so we can resolve billing issues; inside the policy above, a refund is faster. If you open a chargeback, we pause the account while it is open: the subscription that charge paid for is cancelled immediately, any other subscription you hold is set to end when the period you have already paid for ends, video generation stops, and the credits from the disputed payment are taken back. The pause ends when the dispute is closed.
7. Contact
Billing questions: EchoUGC, support@echougc.com.