Refund Policy

1. Scope

ModelMart provides a prepaid (pay-as-you-go) AI API service. Users top up a Wallet balance and pay for actual usage (tokens/requests). This policy defines refund cases and the resolution process.

2. Refundable cases

Top-up amounts will be refunded when the issue is caused by ModelMart's fault, including:

• System failures: prolonged service interruption or ModelMart technical errors that prevent you from using your deposited balance;
• Failed transactions: double charges or incorrect balance crediting due to system errors;
• Incorrect billing: charges exceeding the listed price due to technical errors.

3. Non-refundable cases

• Change of mind or no longer needing the service;
• Balance already spent on valid requests;
• Accounts banned for violating the Terms of Service;
• Refund requests submitted more than 7 days after the top-up.

4. Refund request process

1. Send an email to support@modelmart.io.vn with the subject [REFUND] <account email>;
2. Provide: account email, top-up transaction ID, requested amount, and reason;
3. ModelMart verifies within 3 business days;
4. The refund is transferred to your bank account within 7 business days after successful verification.

5. Refund method

Refunds are sent via bank transfer to the verified account registered with ModelMart. Any bank transfer fees will be deducted as incurred.

6. Contact

For refund inquiries, please contact:

• Email: support@modelmart.io.vn
• Hotline: 0943 505 127