Ugenci is a trading name operated by Incollab Media Solutions, a business registered in Malaysia. We provide user-generated content (UGC) production and management services, connecting brands with vetted content creators to produce short-form video content for digital platforms including TikTok and Instagram Reels.
Our registered business address is available upon request. For all enquiries, contact us at hello@ugenci.com.
By accessing our website, submitting an enquiry, making payment of any invoice issued by Ugenci, or otherwise engaging our services, you confirm that you have read, understood, and agree to be bound by these Terms and Conditions in their entirety.
Payment of an invoice issued by Ugenci constitutes a legally binding electronic contract pursuant to Section 7 of the Electronic Commerce Act 2006 (Malaysia). If you do not agree to these terms, you must not engage our services or make payment.
These terms apply to all clients, brands, and any person or entity engaging Ugenci's services, whether as a sole proprietor, partnership, or company.
Ugenci provides the following services as described in our published packages:
What our services do not include: Ugenci does not provide fully scripted, studio-directed, or professionally produced video content. Our service is the production and management of authentic, creator-driven short-form content. We do not guarantee specific performance metrics, engagement rates, or advertising results from content we produce.
The style and quality of delivered content is representative of the creator portfolio shown during the sales and onboarding process. By proceeding with a project, the client acknowledges that they have reviewed sample work and understand the nature of the deliverables.
All package prices are published on our website and are stated in Malaysian Ringgit (RM). Prices are subject to change without prior notice; however, any price change will not affect a project that has already been invoiced and deposited.
Ugenci does not offer refunds or discounts on published package prices. Any custom scope of work or one-off projects will be quoted separately and confirmed in writing via email or WhatsApp before invoicing.
Add-on services including additional usage rights, extra revision rounds, rush delivery, raw footage access, and logistics handling are priced separately and will be stated on your invoice.
Deposit: A non-refundable deposit of 50% of the total project fee is required before any work commences. Production will not begin until the deposit payment has been received and confirmed by Ugenci.
Final payment: The remaining 50% balance is due upon delivery of final approved content. Final content files (without watermark) will only be released to the client after the full balance has been received.
Payment methods: Payments are accepted via FPX bank transfer or DuitNow QR code through our payment partner Billplz. Payment instructions will be provided on each invoice.
Payment due date: All invoices are due within 3 business days of the invoice date unless otherwise stated. Ugenci reserves the right to suspend or terminate the project if payment is not received within 7 days of the due date.
Late payment: Ugenci reserves the right to charge a late payment fee of 1% per month on any outstanding balance not paid by the due date.
Projects commence upon receipt of the 50% deposit and completion of the client onboarding process, which includes submission of all required brand and content information. Timelines stated in our packages (e.g. 7-day delivery) are estimates that begin from the date all required client information and, where applicable, physical products have been received by Ugenci.
Ugenci will make reasonable efforts to deliver content within the stated timeline. Delays caused by the following are not the responsibility of Ugenci and do not constitute a breach of these terms:
Each package includes one (1) revision round per video unless otherwise specified. A revision round consists of a single consolidated set of feedback submitted by the client in one communication. Ugenci will pass this feedback to the creator and facilitate one round of revisions based on that feedback.
Feedback must be submitted within 2 business days of the draft being shared with the client. Failure to respond within this period may be treated as approval at Ugenci's discretion, and the project will proceed to final delivery and invoicing.
Feedback submitted after the revision round has commenced, or after the 2-business-day window, will be treated as an additional revision request and charged at the current additional revision rate as stated on our pricing page.
Ugenci does not guarantee that revision requests will be fulfilled if they constitute a fundamental change to the agreed brief or creative direction. Requests that require the creator to reshoot in a significantly different location, style, or concept may be subject to additional charges.
Auto-approval: If no feedback or approval is received within 5 business days of a draft being shared, Ugenci reserves the right to treat the content as approved and issue the final invoice.
Upon receipt of full and final payment, the client is granted the usage rights as specified in their package and invoice. Default rights granted with all packages are:
The following usage rights are not included unless specifically stated on the invoice as an add-on or package feature:
Watermarked drafts: Draft content shared for review purposes is watermarked and must not be used, downloaded, published, distributed, or shared in any form. Use of watermarked draft content without authorisation is a breach of these terms and may result in legal action.
Creator rights: Content creators engaged by Ugenci assign all relevant usage rights to Ugenci and consequently to the client as part of their engagement agreement. The client's rights to the final content are limited to the usage rights specified in their invoice.
Ugenci portfolio use: Ugenci reserves the right to use final delivered content as portfolio or sample work for marketing purposes unless the client explicitly requests otherwise in writing before project commencement.
The client is responsible for:
Ugenci is not liable for any losses, claims, or regulatory action arising from client-provided content, product claims, or information that is inaccurate, misleading, or unlawful.
Client-initiated cancellation before production begins: If the client cancels the project before production has commenced (i.e. before the creator has been briefed and confirmed), a processing fee of RM100 will be charged and the remainder of the deposit will be refunded within 7 business days.
Client-initiated cancellation after production begins: Once the creator has been briefed and production has commenced, the full deposit is non-refundable. No partial refunds will be issued for videos already in production or completed.
Ugenci-initiated cancellation: In the unlikely event that Ugenci is unable to fulfil the project for reasons within our control, a full refund of all payments made will be issued within 7 business days. This is Ugenci's sole liability in such circumstances.
No refunds: Refunds will not be issued on the basis of subjective dissatisfaction with content style where the delivered content is consistent with the creator portfolio presented during onboarding and adheres to the agreed brief.
For campaigns requiring physical products, the client is responsible for couriering products to the address provided by Ugenci. Ugenci will notify the client of the receiving address upon project confirmation.
A logistics handling fee applies per creator per product campaign and will be stated on the invoice. This fee covers receipt, storage, and forwarding of products to the assigned creator.
Ugenci is not responsible for products lost, damaged, or delayed in transit from the client to our receiving address. The client is advised to use a tracked courier service and share the tracking number with Ugenci upon dispatch.
In the event a creator does not return a product after a project is cancelled or terminated, Ugenci will make reasonable efforts to recover the product but cannot guarantee its return. The client acknowledges this risk when electing to proceed with a product-based campaign.
To the maximum extent permitted by Malaysian law, Ugenci's total liability to the client for any claim arising from or in connection with our services shall not exceed the total fees paid by the client for the specific project to which the claim relates.
Ugenci is not liable for:
Nothing in these terms excludes or limits liability for death, personal injury, fraud, or any other liability that cannot be excluded under Malaysian law.
Both parties agree to keep confidential any proprietary business information shared during the course of the engagement. This includes but is not limited to client brand strategy, product formulations, business plans, and Ugenci's creator roster details, pricing structures, and operational processes.
This clause does not apply to information that is already publicly available, required to be disclosed by law, or disclosed with the written consent of the other party.
Ugenci collects and processes personal data including names, contact numbers, email addresses, and business information in accordance with the Personal Data Protection Act 2010 (Malaysia). Personal data is collected for the purposes of project management, invoicing, communication, and service delivery.
We do not sell, rent, or disclose your personal data to third parties except as necessary for service delivery (e.g. sharing relevant project details with assigned creators) or as required by law.
By engaging Ugenci's services, you consent to the collection and processing of your personal data for the purposes stated above. You may request access to, correction of, or deletion of your personal data by contacting us at hello@ugenci.com.
All content, text, images, and materials on the Ugenci website (ugenci.com) are the intellectual property of Incollab Media Solutions and may not be reproduced, copied, or distributed without written permission.
The client warrants that all materials, logos, trademarks, product names, and content they provide to Ugenci for use in the project are owned by them or that they have the necessary licences and permissions to use such materials. The client indemnifies Ugenci against any third-party intellectual property infringement claims arising from client-provided materials.
Ugenci reserves the right to decline or terminate any project without refund of deposit if the client's product, service, or requested content involves:
In the event of any dispute arising from these terms or our services, both parties agree to first attempt to resolve the matter amicably through direct communication within 14 days of the dispute being raised in writing.
If the dispute cannot be resolved amicably, it shall be referred to mediation under the rules of the Asian International Arbitration Centre (AIAC) before either party may initiate legal proceedings.
These terms shall be governed by and construed in accordance with the laws of Malaysia. Any legal proceedings arising from these terms shall be subject to the exclusive jurisdiction of the courts of Malaysia.
Ugenci reserves the right to update or amend these Terms and Conditions at any time. The current version will always be published at ugenci.com/terms with the last updated date shown at the top of the page. Continued use of our services or payment of any invoice after an update constitutes acceptance of the revised terms.
For ongoing projects, the terms in effect at the time the project deposit was paid will continue to govern that specific project unless both parties agree otherwise in writing.
For any questions regarding these Terms and Conditions or our services, please contact us:
These Terms & Conditions were last updated in April 2026 and supersede all previous versions.