ModelStation

ModelStation Refund Policy

Operator: ELVARON LIMITED, Registration No. 79402144, 14/F, China Building, 29 Queen's Road Central, Central, Hong Kong. Contact: support@modelstation.org

Version: 2.0 Effective date: from the date of publication on the website.

1. Subject and general principle

1.1. This Policy determines the conditions for refunds of payments for topping up the internal ModelStation Balance. It forms part of the Terms of Use; terms are used in the meanings defined in the Terms.

1.2. The Balance provides immediate access to a digital service: from the moment of crediting you may send requests to Models, and the Company incurs actual costs to AI Providers for each request.

1.3. General principle: used Balance is not refundable, because it corresponds to digital services already rendered and consumed. A refund may be considered in respect of the unused remainder in the cases described below, and in cases where a refund is mandatory under applicable law.

1.4. Mandatory consumer rights are preserved independently of the provisions of this Policy. Nothing in the Policy limits rights that cannot be limited under the law applicable to you.

2. Consent to immediate performance and waiver of the right of withdrawal (for EEA and United Kingdom consumers)

2.1. If you are a consumer in the EEA or the United Kingdom, the law generally provides a 14-day period to withdraw from a contract for digital content and digital services.

2.2. By paying for Balance, you expressly request that performance begin immediately and confirm that you are aware: upon commencement of performance and as the service is actually consumed, the right of withdrawal is lost in respect of the consumed portion (Art. 16(m) of Directive 2011/83/EU and corresponding national rules).

2.3. In respect of the unused remainder, the right of withdrawal within 14 days is preserved and is exercised in accordance with §5.

3. Cases in which a refund is made

Each request is reviewed individually and in good faith. A refund is generally approved upon confirmation of one of the following circumstances:

  1. Duplicate or multiple charging for a single top-up;
  2. A successful payment was not credited to the Balance, and support was unable to resolve the discrepancy technically;
  3. An unauthorized transaction, confirmed by an investigation (including by the payment provider);
  4. A Balance debit due to a confirmed technical error of the Service: a tariffication failure, a repeated charge for a single request, a billing error not caused by the User. In this case the preferred remedy is a Balance adjustment, and a monetary refund — if adjustment is impossible or the User discontinues use of the Service;
  5. Prolonged confirmed unavailability of the Service that occurred immediately after a top-up and prevented use of the Balance;
  6. Withdrawal in respect of the unused remainder within 14 days for EEA and United Kingdom consumers (§2.3);
  7. Termination of access at the Company’s initiative, not related to a breach of the Terms by the User (§19.4 of the Terms);
  8. Any other case in which a refund is expressly provided by applicable law.

4. Cases in which a refund is not made

A refund is generally not available if:

  1. the Balance has already been consumed on completed requests, including cases where the Output did not meet your subjective expectations, contained errors, hallucinations, a model refusal to respond, or proved unfit for your task;
  2. the request was formulated inaccurately, contained erroneous source data, or an unsuitable or more expensive Model was selected;
  3. your plans, need for the service, or purchase decision have changed;
  4. consumption arose as a result of your actions or insufficient protection of Credentials, including third-party access to your account before you reported a compromise;
  5. consumption arose due to your automation, repeated requests, loops, scripts, or integrations;
  6. unavailability or a change in the behavior of a particular Model occurred due to the actions of an AI Provider, and alternative Models remained available;
  7. access was terminated due to your breach of the Terms, the Acceptable Use Policy, sanctions requirements, or the Provider Terms;
  8. the matter concerns bonus and promotional credits, which have no monetary value and are not refundable;
  9. the request is submitted substantially later than the established time limits and the circumstances cannot be reliably verified;
  10. signs of refund abuse are established: systematic refunds, multiple accounts, use of Balance followed by a refund demand, an attempt to withdraw funds through a refund.

5. Request procedure

5.1. Send an email to support@modelstation.org from the email address linked to the account, with the subject “Refund”.

5.2. Specify: the payment or transaction identifier; date and time; amount and currency; payment method; grounds for the request; a description of the circumstances; and, if available, screenshots, a statement, or other confirmations.

5.3. The recommended period for a request is 14 calendar days from the date of payment. Requests submitted later are considered if the circumstances can be reliably confirmed, and in all cases where a longer period is established by law.

5.4. To protect against fraud, we may request additional information confirming control of the account and the payment instrument. An unmotivated refusal to provide such information is a ground for refusal of a refund.

6. Calculation of the refund amount

6.1. The unused portion of paid Balance, recalculated at the rate and tariff of crediting, is subject to refund.

6.2. The following are excluded from the refund amount, to the extent permitted by law:

  • the cost of resources actually consumed (used Balance);
  • bonus and promotional credits, as well as the proportionate part of a bonus if the refund is partial;
  • actually withheld and non-refundable fees of payment providers and banks;
  • taxes and duties that are not refundable to the Company;
  • exchange-rate differences arising between crediting and the refund.

6.3. The Company may, at its discretion, offer as an alternative to a monetary refund a Balance adjustment in an equivalent amount; the choice of method remains with the User if a refund is mandatory by law.

7. Time limits and method of payment

7.1. A request is reviewed within a reasonable time, generally within 10 business days from receipt of a complete set of information.

7.2. An approved refund is sent to the original payment method. A refund to other particulars, a third-party account, or by another method is not made, except where the original method is objectively unavailable and an alternative is agreed by the parties.

7.3. The actual time of crediting is determined by the payment provider and the issuing bank and usually ranges from 3 to 20 business days. The Company is not responsible for delays on the side of banks and payment systems.

7.4. Certain payment methods are irrevocable by their nature (in particular settlements in crypto-assets, if they become available). For such payments a refund in the original asset may be impossible; in that case a Balance adjustment is possible, unless otherwise required by law.

8. Bank disputes (chargeback)

8.1. Before initiating a bank dispute, contact support: most discrepancies are resolved more quickly and without account restrictions.

8.2. During consideration of a bank dispute, the Company may: suspend the account; freeze the disputed Balance; reverse credits associated with the disputed payment; suspend the provision of services.

8.3. If the dispute is found to be unfounded, the Company may demand reimbursement of expenses actually incurred, including payment-system fees, to the extent permitted by law, and refuse further service.

8.4. Repeated unfounded bank disputes are treated as abuse and are a ground for termination of access.

9. Account termination and Balance

9.1. Deletion of an account does not in itself create a right to a refund. A refund request should be submitted before deletion of the account.

9.2. Upon termination of access at the Company’s initiative, not related to a breach, §19.4 of the Terms of Use applies.

9.3. Upon cancellation of unused Balance after 12 months of inactivity (§6.6 of the Terms), a refund is not made, except in cases provided by law; prior notice is sent to the account email address.

10. Changes to the Policy

The Policy may be updated. The version in force on the date of payment applies to a payment. Material changes are published with notice in accordance with §21 of the Terms of Use.

11. Contacts

support@modelstation.org ELVARON LIMITED, Registration No. 79402144, 14/F, China Building, 29 Queen's Road Central, Central, Hong Kong.