Refund Policy
Clear and straightforward terms for prepaid balance refunds, subscription cancellations, service credits, and dispute resolution.
Model Mesh operates transparent, verified AI routing with zero hidden lock-ins. Prompts and completions are never retained for model training.
Our Fair Billing Philosophy
At Model Mesh, we believe billing should be as transparent, honest, and developer-friendly as our API. We provide exact token metering down to the micro-cent so you never pay for phantom capacity or unseen overhead.
This Refund Policy outlines your rights and our procedures regarding prepaid balance top-ups, recurring subscription tiers, service level credits, and chargeback prevention.
Prepaid Wallet Top-Ups (14-Day Refund Window)
Unused Prepaid Balance Guarantee:
If you add prepaid funds to your Model Mesh wallet via credit card, debit card, or approved gateway, you may request a 100% refund of any unconsumed balance within 14 calendar days of the deposit date.
- Consumed Tokens: Funds that have already been consumed by successful API calls and completed inference requests are non-refundable, as upstream compute costs are incurred in real time.
- Original Payment Method: Approved refunds are credited directly back to the original funding source (via Stripe). Funds cannot be diverted to third-party accounts or alternative payment types.
- Processing Duration: Once initiated by our billing team, card refunds typically appear on your statement within 3 to 7 business days depending on your issuing bank.
Monthly & Annual Subscription Plans
For paid monthly or annual tiers (Starter, Pro, Enterprise):
48-Hour Initial Purchase Grace Period: If you upgrade to a paid tier and decide it does not fit your needs within 48 hours of purchase, you are entitled to a full refund provided you have consumed less than 5% of your monthly token allowance.
Mid-Cycle Cancellations: You may cancel your subscription at any time with a single click in the dashboard. Upon cancellation, your subscription remains active until the end of your current billing period, after which it will not renew. No further charges will occur.
Annual Plan Proration: For annual commitments canceled after the first 30 days, refunds may be issued on a prorated basis recalculated at standard non-discounted monthly rates upon review.
SLA Downtime & Outage Service Credits
Model Mesh commits to a 99.9% uptime availability for our Direct Upstream API gateway. If gateway availability drops below this threshold in any calendar month due to outages in our routing infrastructure:
| Monthly Gateway Uptime | Service Credit Percentage |
|---|---|
| 99.0% – 99.89% | 10% of monthly bill credited to wallet |
| 95.0% – 98.99% | 25% of monthly bill credited to wallet |
| < 95.0% | 50% of monthly bill credited to wallet |
* Outages caused by client code bugs, local network interruptions, or upstream global foundation model disruptions are excluded.
Community Pool Rewards & Promotional Credits
Credits earned by contributing provider keys to the Model Mesh Community Pool, as well as test grant tokens or hackathon promotional credits, have no cash redemption value. They are non-transferable and can only be used to offset future API requests on the Model Mesh platform.
Dispute & Chargeback Prevention
We encourage all customers to reach out directly to our billing support before initiating a bank dispute or chargeback. Chargebacks incur administrative fees and may trigger automated fraud-prevention systems that immediately freeze account access and invalidate active API keys.
Our support team is authorized to swiftly resolve legitimate billing errors, unrecognized charges, or duplicate transactions.
How to Submit a Refund Request
To request a refund, please email our billing department or file a ticket from your dashboard with the following details:
- Your registered account email address.
- The date and amount of the transaction.
- Invoice ID or Stripe charge receipt reference (e.g.,
ch_...orINV-...). - A brief explanation of the reason for the refund request.
Model Mesh Billing & Refunds Department
Email: billing@modelmesh.ai
Support Desk: support@modelmesh.ai
Typical Response Time: Under 24 business hours