Refund & Cancellation Policy

1. How Billing Works

Pay-as-you-go: No subscriptions or monthly fees
Prepaid credits: You add funds to your account before deploying
Dedicated GPU billing: calculated from actual running time for each deployment session
Usage settlement: Credits are deducted periodically, with remaining billable usage reconciled when stopping. A live estimate is not a posted transaction.
You control costs: Review the maximum charge for a bounded run or workspace. Stop requests can take time or fail; check the resulting status. Retained storage is separate.

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 delete your account, use Settings, or email support@modelpilot.ai with the subject line "Account Cancellation Request".

What Happens When You Cancel

Running deployments: Shutdown is requested and must be resolved before account deletion can finish. Check the reported outcome; a request is not proof of immediate shutdown.
Remaining credits: Eligible for refund per the policy above (request within 30 days of cancellation)
Account data: Completed deletion removes sign-in access and anonymizes the account. Transaction and deployment history remain for accounting and refunds.
Saved files and disks: Remove owned files in Files & storage and review retained disks in Deployments. Account deletion reports an unfinished state if files or resource cleanup remain unresolved.

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.ai 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.ai 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.ai

Response time: Within 3 business days