Refund Policy

Refund Policy

Effective date: October 17, 2026

This policy explains when you can get money back for top-ups and plans bought on BigModel.io. All prices and balances are in US dollars.

1. Unused balance

• Within 7 days of a top-up, you can ask for a refund of the part of that top-up you have not used.
• Usage is taken from your oldest paid balance first.
• Amounts already spent on API requests are not refundable.
• After 7 days, top-ups are not refundable, except as described in sections 4 and 5.

2. Plans

• A plan can be refunded in full within 24 hours of purchase if you have not used it.
• After it has been used, or after 24 hours, a plan is not refundable. It stays active until the end of its period.
• Plans do not renew automatically.

3. How refunds are paid

• Card and other non-crypto payments are refunded to the original payment method, in the original currency.
• Payment processing fees that the provider does not return to us are deducted from the refund.
• Banks usually take 5–10 business days to show the refund.

4. USDT payments

Payments in USDT are not refundable, because blockchain transfers cannot be reversed. We correct these cases:

• you paid more than the order amount;
• you paid the same order twice;
• your payment was confirmed on the blockchain but not added to your balance.

We either add the missing amount to your balance or send the difference back. Returns are sent on the same network, to a wallet address you prove you control, minus the network fee. They may be subject to compliance checks. Funds sent on the wrong network, in a different token or to a wrong address cannot be recovered.

5. Billing errors

If you were charged twice, charged the wrong amount, or paid but did not receive the balance, tell us within 30 days of the payment. We will refund the overcharge or add the missing balance.

6. Requests that fail

You are not charged for requests that fail before the model returns a response, or for requests the platform rejects. Completed requests are not refundable, including when you are unhappy with the output.

7. Promotional credit

Credit from promotions, promo codes, gifts or referrals has no cash value. It cannot be refunded, withdrawn or transferred.

8. Balance expiry

Paid balance does not expire while your account is open.

9. Closing your account

• Ask for any refund you are eligible for before you close your account. Unused balance is lost when the account is deleted.
• If we close an account for breaking the Terms of Service or the Usage Policy, or for fraud, its balance is not refunded.

10. Chargebacks

If you dispute a payment with your bank or card issuer, we will provide the order, payment and usage records to the payment processor. While the dispute is open, the related balance cannot be refunded. We may suspend an account that disputes payments after using the service. Please contact us first; most problems are quicker to fix directly.

11. How to ask for a refund

In the console, open Support & feedback and send a message with the category Billing and your order number, or email support@bigmodel.io from the address on your account. We reply within 1 business day.

12. Your legal rights

This policy does not limit any rights you have under the consumer law that applies to you.