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1What this policy covers
This policy covers payments made to Ugital Digital Marketing on talent.ugital.com.my: credit packages, and creator fees with the service fee. Services sold by quotation (such as account management) follow the terms in their quotation, see the last section.
2Cancelling a campaign
- Before the applicant list opens: you can cancel the campaign at any time. The credits held for it go back to your balance.
- After the applicant list opens: the credit for each pool with at least one applicant has been used and is not returned.
- If you have not confirmed any creator by day 21, the campaign closes automatically and the credit is not returned.
3Credits returned automatically
If a pool has no applicants when the applicant list opens, its credit goes back to your balance automatically. Returned credits keep their original expiry date. Credits are returned to your balance, not as cash.
4Credit packages
An unused credit package can be refunded in full if you ask within 7 days of buying it. Once any credit from a package has been used, or after the package expires, the package cannot be refunded.
5Creator fees
- If a confirmed creator withdraws or does not deliver by the agreed date, you can choose another creator from the same applicant list, or get a refund of that creator’s fee and the service fee for that creator.
- Once you approve a creator’s content, the fee for that creator cannot be refunded.
6Payment errors
If you were charged twice or charged the wrong amount, we refund the extra amount in full.
7How to ask for a refund
Email To be confirmed with your invoice number and the reason. We reply within 3 working days to confirm whether the refund is approved.
8Refund timeline
Approved refunds are processed within 14 working days. Online payments are refunded to the same bank account or card. Bank transfers are refunded to the bank account you give us. Your bank may need a few more days to show the money.
Working days are Monday to Friday, excluding public holidays in Malaysia.
9Services sold by quotation
Account management, content services, courses and live sessions are quoted separately. Cancellation and refunds follow the quotation you accepted. A deposit is not refundable once work has started.