Returns & Cancellations.

Friendly & Fair: Our Service Cancellation Terms

At People Say, we see your commitment as an investment in performance-driven UGC. Our streamlined process is designed for speed and results, meaning the strategic allocation of resources and creator contracting begins almost immediately upon project initiation. Because our service involves upfront costs and payment to third-party creators, our cancellation and refund policy reflects these necessary initial investments.

Understanding Your Investment

People Say provides a professional content creation service, encompassing strategic direction, creator sourcing, scriptwriting, editing, and project management. Your investment secures our expertise and the contracting of top-tier creators - it is not a physical product. To guarantee satisfaction, every project includes one (1) round of professional amends per final video asset, as defined in your specific Statement of Work (SOW) or Package.

Cancellation & Refund Structure

Stage 1: Pre-Sourcing Cancellation

If you request cancellation before People Say has contracted creators, finalised bespoke scriptwriting, or commenced shot-list creation, we will provide an 80% refund of your Retainer/Package fee. The remaining 20% covers immediate administrative setup costs, strategy briefing, and the building of your dedicated Brand Portal. This initial setup ensures we are ready to scale when you are.

Stage 2: Post-Sourcing / In-Production Cancellation

If cancellation is requested after creators have been contracted, paid, and/or content creation (filming or drafting) has begun, the costs related to creator fees, sourcing, initial creative direction, and scriptwriting are non-refundable. At this stage, we can only refund the portion covering remaining editing and internal project management fees. The specific refund amount will be calculated based on the progress made and the contractual obligations to creators at the time of your request.

Scope Changes

Any significant changes to the agreed-upon project scope (e.g., changing the product focus, required style, or increasing volume) after the initial brief sign-off may require a new SOW or an additional fee. We do this to maintain fairness for both your Brand and our creators, ensuring resource allocation remains accurate.

To request a cancellation or discuss a scope change, contact us:

Email: support@peoplesay.co.uk

Phone: 01603 336781