Refund Policy

Last updated 2026-05-09. We're prepaid — you only pay for what you use. Unused balance is refundable for 14 days.

Unused balance — 14 days

Top up, didn't use it? Refund the remaining balance within 14 days. No reason needed.

Service errors — case-by-case

Charged for failed/incorrect responses? Contact support and we'll credit you back individual calls.

Processing time

Refunds appear on your card within 5–10 business days, depending on your bank. Stripe handles the transfer.

This document is a working draft. It is not legal advice — consult counsel before relying on it.

When you can request a refund

  • Unused balance, within 14 days.If you topped up and haven't used the credits (or used only a small portion), email us and we'll refund the unused amount. Used credits are not refundable because we've already paid the underlying provider.
  • Failed responses. If a request charged you but returned an error from the upstream provider that we should have caught, we credit it back. Provide the request ID from /logs.
  • Duplicate charges. Stripe occasionally double-charges due to network issues. Our reconciliation cron catches most of these automatically; if one slips through, contact support.
  • Auto-topup you didn't want.If auto-topup fired unexpectedly and you never used the topped-up balance, we'll refund and disable auto-topup on your account.

When we can't refund

  • Credits already consumed by API calls.
  • Top-ups older than 90 days (Stripe's refund window).
  • Charges where we have already paid the upstream provider in full.
  • Accounts terminated for violations of the Terms of Service.

How to request a refund

  1. Email support@modelgates.ai from the email address associated with your account.
  2. Include the Stripe payment ID (visible at /settings/credits in your transactions list) and the amount.
  3. Brief reason — useful for us to improve the product, but not required.
  4. We acknowledge within one business day and process within five.

Chargebacks

Please contact us before initiating a chargeback with your card issuer — we can almost always resolve issues directly and faster. Chargebacks cost us $15 each in fees regardless of outcome, and we may suspend accounts that initiate chargebacks without prior contact.

Affiliate-related refunds

If a customer you referred receives a refund, the corresponding 5% commission is reversed in your affiliate dashboard. If the commission has already been paid out, it's deducted from your next payout.