Fair refunds, plainly explained.

What we refund

• Unused tries are refunded in full. You get back their share of what you paid for the tries.
• Used tries are charged for what you used. Tries you've already used aren't refunded.
• The service fee isn't refunded. It covers the payment provider's processing cost, which isn't returned to us when a payment is refunded.

For example, if you bought 100 tries and used 40, we refund 60% of the price of the tries and remove the 60 unused tries from your account.

When you can ask

You can request a refund within 30 days of a purchase. Only tries you paid for can be refunded: free tries, and tries we've given you as a goodwill gesture, aren't purchases. Tries are used oldest purchase first, so a newer purchase keeps its unused tries longest.

A fitting that fails on our side never costs you a try: we give it back automatically, so you don't need to ask for a refund for that.

How to ask

1. Go to your account and find the purchase under Billing history.
2. Choose Request a refund, pick the reason that fits best, and tell us anything else that would help. If none of the reasons fit, choose Something else and describe what happened.
3. We review every request and let you know the outcome in your notifications.

The reasons you can choose from:

• I was charged more than once
• I paid but didn't receive my tries
• The try-on results didn't meet my expectations
• Try-ons kept failing or didn't work properly
• I bought this by mistake
• I no longer need it
• Something else (tell us what happened)

What happens next

• When a refund is approved, the unused tries from that purchase are removed from your account straight away.
• The money is returned to the M-Pesa account or card you paid with, within 14 days of approval. Card refunds can take a few extra days to appear on your statement, depending on your bank.
• If we can't approve a request, we'll tell you why. You're always welcome to reply and explain more.
• If you dispute a payment with your bank or M-Pesa, we pause refunds and the tries from that payment until the dispute is settled, so a payment is never returned twice.

Charged twice or didn't get your tries?

Choose the matching reason when you request a refund, or contact us. If a payment went through twice, we refund the extra one.

Questions

Email billing@modelly.fit and we'll help. See also our terms.