Refund & Cancellation Policy
Last Updated: December 2025
ModelPilot uses a pay-as-you-go credit system. This policy explains how refunds and cancellations work.
1. How Billing Works
- Pay-as-you-go: No subscriptions or monthly fees
- Prepaid credits: You add funds to your account before deploying
- Billing increment: 10 minutes minimum per deployment session
- Real-time deduction: Credits are deducted while deployments are running
- You control costs: Stop deployments anytime to stop charges
2. Refund Policy for Prepaid Credits
Unused Credits
Credits never expire as long as your account remains active. However, if you wish to receive a refund for unused credits:
- Within 14 days of purchase: Full refund of unused credits (minus any compute used)
- After 14 days: Refunds may be issued at our discretion, minus a 15% processing fee
- Minimum refund amount: $5.00 USD
Used Credits
No refunds are available for compute time that has already been consumed. Once a deployment runs and credits are deducted, those charges are final.
Promotional Credits & Bonuses
- Promotional credits (from promo codes) are non-refundable
- First-purchase bonus credits are non-refundable
- Free trial credits are non-refundable
When requesting a refund, promotional and bonus credits will be deducted from your balance first.
3. Account Cancellation
How to Cancel
To cancel your account, email support@modelpilot.app with the subject line "Account Cancellation Request".
What Happens When You Cancel
- Running deployments: Will be stopped immediately (you will be charged for compute used)
- Remaining credits: Eligible for refund per the policy above (request within 30 days of cancellation)
- Account data: Deleted within 30 days (billing records retained for 7 years per legal requirements)
- Persistent storage: You control this via Google Cloud Storage; we do not delete it automatically
4. Service Issues & Disputes
Technical Failures
If you experience a service failure caused by ModelPilot (not third-party infrastructure), you may be eligible for a credit:
- Report the issue within 7 days of occurrence
- Provide details: deployment ID, timestamps, error messages
- Credits are issued at our discretion after investigation
- We are not responsible for RunPod infrastructure issues
Billing Disputes
If you believe you were charged incorrectly:
- Contact us at support@modelpilot.app within 30 days
- Include your account email, transaction ID, and description of the issue
- We will investigate and respond within 5 business days
- If valid, we will issue a credit or refund
Important:
Filing a chargeback with your bank before contacting us may result in account suspension. Please contact us first to resolve any billing issues.
5. How to Request a Refund
To request a refund:
- Email support@modelpilot.app with subject "Refund Request"
- Include your account email and the amount you wish to refund
- State the reason for your refund request
- We will respond within 3 business days
Refund Processing
- Method: Refunds are issued to the original payment method (via Stripe)
- Timeline: 5-10 business days after approval
- Currency: Refunds are issued in USD
6. Exceptions
Refunds will not be issued in the following cases:
- Account terminated for Terms of Service violations
- Fraudulent activity or abuse
- Failure to stop a running deployment (you are responsible for managing deployments)
- Third-party service issues (RunPod outages, Stripe processing delays)
- Promotional or bonus credits
7. Contact Us
For refund requests, billing questions, or account cancellations:
Email: support@modelpilot.app
Response time: Within 3 business days