Overview
Modelith offers a 30-day money-back guarantee on first-time subscription purchases, processed by Paddle, our Merchant of Record (MoR). Wallet top-ups follow a different rule: once balance is consumed on routing usage, the consumed portion is non-refundable; unused balance is refundable on request. This policy applies to all customers purchasing through modelith.cloud or the Paddle checkout we link to from the dashboard.
Refunds restore funds to the original payment method. Currency conversion, foreign transaction fees, and any fees charged by your bank or card issuer are governed by your card issuer and are not refunded by Modelith or Paddle.
Merchant of Record
Paddle.com Market Limited is the Merchant of Record for all payments processed on modelith.cloud. This means Paddle is the seller of record on your invoice, is responsible for sales tax and VAT calculation and remittance, and owns the payment, refund, and chargeback workflows for the transactions they process. Modelith supplies the service; Paddle operates the billing surface.
As a result, the official record of any refund, partial refund, or chargeback is the Paddle customer portal and your email receipt. If you dispute a charge directly with your card issuer before contacting us, the dispute pathway through your bank will be the operative process and may differ from this policy.
Subscription plans
New subscription plans are eligible for a full refund within 30 days of the initial purchase. The guarantee applies to the first charge on a given subscription; it does not stack across renewals. After the 30-day window closes, subscription charges are non-refundable, and cancellations take effect at the end of the current billing period.
To request a subscription refund, you must provide:
- The email address on the Paddle customer account
- The order number or subscription identifier from the receipt
- A clear statement that you are requesting a refund within the 30-day window
We do not refund subscription renewals after the renewal has been charged unless required by mandatory consumer protection law in your jurisdiction. Mid-cycle plan downgrades take effect at the next renewal and are not refundable on a prorated basis.
Annual plans, where offered, are eligible for the same 30-day money-back guarantee on first purchase. After 30 days, annual subscriptions are non-refundable for the remaining term.
Wallet top-ups (PAYG)
Wallet top-ups credit your account with a prepaid balance used against usage-based platform routing charges. The following rules apply to wallet top-ups:
- Unused balance is refundable. If you have credited your wallet and not consumed the balance, you may request a refund of the unused portion within 365 days of the top-up.
- Consumed balance is non-refundable. Once wallet funds are deducted to pay for routing usage, the consumed amount is final.
- Promotional credits are non-refundable. Bonus credits, signup credits, and partner-issued credits are not redeemable for cash and are excluded from refund calculations.
- Refunds are net of platform fees. When a refund is granted, the refund amount is the net charge after any payment processor fees retained by Paddle, unless those fees are refundable under their merchant terms.
The wallet is a usage ledger, not a stored-value account in the financial sense, and it does not earn interest or carry cash-equivalent rights.
How to request a refund
Choose one of the following two channels:
1. Self-service via the Paddle customer portal. Open the receipt email we sent after your purchase and click the “Manage subscription” or “View receipt” link. The portal exposes refund and cancellation actions for eligible orders. Refund requests submitted through the portal are processed by Paddle directly.
2. Email our billing team. Send a message to billing@modelith.cloud with the subject line “Refund request”, your order number, the email used at checkout, and the reason for the request. We acknowledge billing emails within 1 business day (Monday–Friday, Africa/Algiers timezone) and forward the request to Paddle for execution.
Refund requests must come from the email address associated with the original purchase. We do not process refund requests submitted from a different address without identity verification.
Processing time
Once a refund is approved, Paddle issues the credit to the original payment method within 5–10 business days. The credit appears on your card statement as a refund from “Paddle” or the merchant name shown on the original charge. Modelith does not control the speed at which your bank posts the credit; some banks take longer than 10 business days, particularly for international cards.
We aim to acknowledge refund requests within 1 business day and to issue approval decisions within 3 business days of receiving a complete request. Incomplete requests (missing order number, mismatched email) reset the acknowledgement timer.
If you do not see the credit 10 business days after receiving our approval confirmation, contact your card issuer with the approval email and the original charge date. If the issuer cannot locate the refund, email us and we will escalate with Paddle.
Abuse and exceptions
The 30-day money-back guarantee exists to let new customers evaluate Modelith with low risk. We reserve the right to refuse refunds and to review accounts that exhibit patterns consistent with refund abuse, including:
- Repeated refund requests across multiple accounts from the same individual, team, or payment method
- Subscription cycling: subscribing, consuming significant platform usage, refunding, and repeating
- Refund requests accompanied by chargebacks filed simultaneously through the card issuer
- Refund requests submitted after the account has been suspended for violation of the Acceptable Use Policy
Accounts flagged for refund abuse are subject to review. Outcomes of the review may include refusal of pending refund requests, suspension of future purchase eligibility, or termination of the account per the Terms of Service.
Refunds are not provided for charges incurred as a result of policy violations, including usage-based charges generated by traffic that violated the Acceptable Use Policy or charges generated by automated abuse of the platform.
Enterprise and custom contracts
Customers with custom contracts, master service agreements (MSAs), data processing addenda (DPAs), or custom pricing arrangements are governed by the refund, termination, and dispute-resolution terms of the signed agreement, not by this page. Custom terms take precedence over this policy. If a custom agreement is silent on refunds, the default subscription rules above apply.
To request a refund under an enterprise contract, contact your account representative or email billing@modelith.cloud with the contract reference and a description of the request. We do not process enterprise refunds through the Paddle customer portal.
Changes to this policy
We may update this Refund Policy. Material changes — for example, a reduction of the 30-day window or a change to the wallet refund eligibility — will be announced by email to active subscribers at least 30 days before the change takes effect and will be reflected in the “Last updated” date at the top of this page. Non-material changes (clarifications, typo fixes, contact updates) are effective immediately on publication.
Continued use of the service after the effective date of any change constitutes acceptance of the updated policy. If you do not accept an update, you may request a refund of any unused eligible balance under the prior terms within 30 days of the change.
Contact
Refund questions: billing@modelith.cloud
General support: founders@modelith.cloud