Effective Date: November 19, 2025
Overview
This Refund Policy explains the circumstances under which ModelRiver Inc. ("ModelRiver," "we," "us," or "our") provides refunds for our services. By subscribing to our paid plans, you agree to this policy.
General Refund Policy
Standard Policy
All subscription fees are non refundable except as explicitly stated in this policy or required by law. This includes monthly subscription fees, mid cycle plan changes, and unused portions of subscription periods.
Exceptions
Refunds may be granted at our discretion for technical issues that prevented service access for extended periods, billing errors or duplicate charges, service failures that materially affected your usage, or other exceptional circumstances evaluated case by case.
Subscription Types
Monthly Subscriptions
All ModelRiver subscriptions are billed monthly at the beginning of each billing period. There are no refunds for partial months. You can cancel anytime to prevent future charges, and your access continues until the end of the current billing period.
Plan Changes
Upgrades
- Immediate access to upgraded features
- Prorated credit applied for the remaining time on your current plan
- New billing cycle starts based on upgrade date
- No refunds if you later downgrade
Downgrades
- Changes take effect at the end of the current billing period
- No refunds for the difference in plan costs
- You retain access to higher-tier features until the period ends
- Billing adjusts to the lower rate on the next cycle
Billing Errors
Duplicate Charges
If you are charged twice for the same service:
- Contact support immediately
- We will investigate and refund duplicate charges
- Refunds processed within 7-10 business days
Incorrect Amount
If you are charged an incorrect amount:
- Verify the charge matches your current subscription tier
- Contact support if there is a discrepancy
- We will refund overcharges or request payment for undercharges
Unauthorized Charges
If you notice unauthorized charges:
- Contact support immediately
- We will investigate and refund if confirmed unauthorized
- You may also dispute the charge with your bank or credit card issuer
Free Tier
The free tier is provided at no cost and involves:
- No charges
- No refunds (as there are no payments)
- No credits or compensation for service interruptions
Service Interruptions
Major Outages
If ModelRiver experiences a major outage (service unavailable for 24+ consecutive hours):
- We may offer service credits or refunds at our discretion
- The amount is based on the duration of the outage relative to your billing period
- Credits are applied to your account for future use
Partial Outages
Partial service degradation or brief interruptions do not qualify for refunds unless they materially prevent you from using the service.
Third-Party Provider Outages
We are not responsible for outages or rate limits imposed by third-party AI providers (OpenAI, Anthropic, Google, etc.). Our fallback system attempts to mitigate these issues, but:
- Provider-specific outages are not our responsibility
- No refunds are provided for provider failures
- We recommend configuring multiple backup providers
API Usage Credits
No Unused Credit Refunds
If you have prepaid API credits or allowances:
- Unused credits do not carry over between billing periods (unless stated otherwise)
- No refunds for unused credits upon cancellation
- Credits expire at the end of your billing period or plan term
Overage Charges
If you exceed your plan's included API requests:
- Overage charges are billed according to your plan
- No refunds for overage usage
- You are responsible for monitoring your usage
Chargebacks
Prohibited
Do not initiate chargebacks with your bank or credit card issuer without first contacting our support team. Chargebacks may result in:
- Immediate account suspension
- Termination of service
- Legal action to recover funds and fees
Dispute Resolution
Instead of a chargeback:
- Email [email protected] with your concern
- Provide details of the issue
- Allow us 5-7 business days to investigate
- We will work with you to resolve the issue
Taxes
Refunds are processed for the full amount charged, including any applicable taxes. Tax refunds are subject to the policies of your local tax authority.
Legal Rights
This policy does not affect your statutory rights. Depending on your location, you may have:
- EU/UK: Right to cancel within 14 days under the Consumer Rights Directive
- California/USA: Specific consumer protection rights
- Australia: Rights under Australian Consumer Law
If local law provides greater rights than this policy, those rights apply.
Payment Processing
Refund Method
Refunds are issued to the original payment method used for the purchase:
- Credit/debit card refunds: 5-10 business days
- Bank account refunds: 7-14 business days
- Refund timing depends on your financial institution
Processing Fees
We absorb payment processing fees for legitimate refunds. We do not refund fees for chargebacks or fraudulent requests.
Refund Request Process
How to Request a Refund
-
Email [email protected] with:
- Your account email address
- Subscription plan and billing date
- Reason for the refund request
- Any supporting documentation
-
Our support team will review your request within 5-7 business days
-
If approved, the refund will be processed to your original payment method
-
You will receive an email confirmation once the refund is issued
Response Time
- Standard requests: 5-7 business days
- Complex cases: Up to 14 business days
- Emergency billing issues: Within 48 hours
Changes to This Policy
We may update this Refund Policy from time to time. Changes will be:
- Posted on this page
- Effective immediately for new subscriptions
- Communicated via email for material changes affecting existing customers
Continued use of the service after changes constitutes acceptance of the updated policy.
Contact Us
For refund requests or questions about this policy:
ModelRiver Inc. Email: [email protected] Subject Line: Refund Request
Last updated: November 19, 2025