Can I get a refund on my ModelRiver subscription?
Updated
Usually not for normal use, but yes for billing mistakes. Subscription fees are non-refundable, except for billing errors, duplicate charges and extended technical problems on our side. Other cases are reviewed one by one.
What qualifies for a refund?#
- Billing errors and duplicate charges: refunded in full, usually within 7–10 business days.
- A major outage: if ModelRiver is down for 24 hours or more in a row, we may offer a credit or refund.
- EU and UK customers: you have a 14-day right to cancel under consumer law.
What doesn't qualify?#
- Part of a month after cancelling. You keep access until the period ends instead.
- The difference after a downgrade.
- Extra requests already used, or unused included requests.
- Outages at an AI provider. Those are outside ModelRiver; failover is the best protection.
How do I ask for one?#
Email team@modelriver.com with the subject Refund Request, your organization name and the charge. Standard reviews take 5–7 business days, complex ones up to 14, and urgent billing problems are handled within 48 hours.
How long does the money take to arrive?#
Refunds go back to the original payment method: 5–10 business days for cards and 7–14 for bank accounts.
Should I dispute the charge with my bank?#
Please contact us first. A chargeback without contacting support can lead to the account being suspended, and we can usually fix billing problems faster directly.