Last updated: 3 August 2026
Complaints Procedure
Model Gate aims to handle complaints fairly, consistently and without unnecessary delay.
How to Submit a Complaint
Send a complaint to [email protected].
Include:
- your account email;
- a clear description of the complaint;
- relevant dates and identifiers;
- the outcome requested; and
- supporting documents that are safe to share.
Payment and Refund Matters
Refund requests may be sent directly to [email protected].
Privacy Matters
Privacy complaints should be sent to [email protected].
Review
Model Gate aims to acknowledge a complaint within three business hours during support hours and to provide a substantive response within ten calendar days where reasonably possible.
Complex matters involving payment providers, fraud, upstream AI providers or legal review may take longer. Model Gate will communicate material delays.
Escalation
If you disagree with the response, reply with the reasons and any additional evidence. The complaint will be reviewed again by a person not responsible for the initial response where reasonably practicable.
External Rights
This procedure does not prevent a customer from contacting a competent court, payment provider, data-protection authority or consumer authority where that right exists.