Effective date: 3 August 2026
1. Digital Delivery
Model Gate sells digital access to metered software services. No physical product is shipped.
Purchased service credits are normally added to the customer account automatically after payment confirmation. Delivery usually occurs within ten minutes.
If credits have not appeared after ten minutes, contact [email protected].
2. Payment Limits
- Minimum payment: USD 5.00.
- Maximum payment per transaction: USD 1,000.00.
- Checkout currency: United States dollars.
- Consumer prices include applicable VAT where chargeable.
3. Refund Eligibility
Refund requests are reviewed case by case.
A refund may be approved for:
- unused purchased balance where required by law;
- unused purchased balance where Model Gate is unable to provide the purchased service;
- a duplicate payment;
- a confirmed material metering or billing error;
- an unauthorised payment confirmed after investigation; or
- a material service failure attributable to Model Gate.
4. Non-Refundable Amounts
The following are ordinarily non-refundable:
- partially used payments or top-ups;
- API usage that has already been consumed;
- payment, blockchain, network, foreign-exchange or provider fees;
- promotional, bonus or voucher balances;
- expired service credits;
- balance forfeited through voluntary account deletion; and
- loss caused by sharing or failing to secure account credentials.
These exclusions do not limit remedies that cannot lawfully be excluded.
5. Partially Used Payments
Model Gate does not provide a refund for a partially consumed payment or top-up. A customer should therefore purchase only an amount reasonably expected to be used.
This rule does not exclude a refund or price reduction required by mandatory law for a proven lack of conformity or billing error.
6. How to Request a Refund
Send the request to [email protected] from the email address associated with the account.
Include:
- the Model Gate account email;
- the payment date and amount;
- the payment reference or Model Gate payment public ID;
- the reason for the request; and
- relevant supporting information.
Do not send card numbers, passwords, private API keys, one-time codes or private cryptographic keys.
7. Review Period
Model Gate aims to review a complete refund request within ten calendar days. Additional information may be requested where necessary to investigate fraud, usage, provider records or payment status.
8. Refund Method and Timing
An approved refund is made only to the original payment method, unless a different method is required by law or technically mandated by the payment provider.
Model Gate aims to initiate an approved refund within one month after approval. The customer’s bank or payment provider may require additional processing time.
Payment-processing, network and foreign-exchange fees are not refunded unless required by law or expressly confirmed by Model Gate.
9. Chargebacks
A chargeback or payment reversal may result in immediate reversal of the related credits and suspension of the account while the dispute is reviewed.
If the disputed credits have already been consumed, Model Gate may record an amount due and restrict further service until the matter is resolved.
10. Service Credit Expiry
Purchased service credits expire one year after purchase. Promotional, voucher and bonus credits may expire earlier where their applicable conditions state a shorter period.
11. Contact
Refund requests: [email protected].
Payment-delivery support: [email protected].