In Which Situations Am I Eligible for a Refund? (EEA, UK and Türkiye)

This page applies if you are a consumer living in the European Economic Area (the EU member states, Iceland, Liechtenstein and Norway), the United Kingdom or Türkiye. If you live anywhere else, please see Refund Policy – Other Countries

Your 14-day right of withdrawal

You have the right to withdraw from your purchase within 14 days without giving any reason. (Under UK law, this is called the "right to cancel".)

This right applies to:

· individual subscriptions, both monthly and annual; and

· credit packs.

The withdrawal period ends 14 days after the day you made the purchase. [TBC: In addition to your statutory right, we voluntarily let you withdraw from each renewal charge within 14 days of that charge, on the same terms.]

Canceling your subscription is not the same as withdrawing. Canceling only stops future renewals. To get a refund, you need to withdraw as described in the next section.

How to withdraw

To withdraw, tell us that you have decided to withdraw. Any clear statement will do. You can:

You meet the deadline as long as you send your notice before the 14-day period ends. If you withdraw online, we will email you an acknowledgement without delay.

Our details: Meshy LLC, 111 W Evelyn Ave, Sunnyvale, CA 94086, support@meshy.ai.

To help us find your purchase quickly, please write from the email address linked to your Meshy account. If you paid with PayPal, it helps to include a screenshot of the PayPal transaction showing your subscription ID (starting with I-) and the transaction ID. You don't have to include these, but they let us handle your request faster.

App Store and Google Play purchases: if you subscribed in the Meshy mobile app, Apple or Google processed your payment, so refund and withdrawal requests go to them.

What you get back

Refund timing and method. We refund you without undue delay, and no later than 14 days after we receive your withdrawal notice. We use the same payment method you paid with, unless you expressly agree to a different one. You won't be charged any fees for the refund.

Paying for what you have already used. At checkout, you asked us to start your subscription, or make your credits available, straight away rather than after the 14-day period ends. If you then withdraw, you pay a proportionate amount for what we provided up to the time you told us you were withdrawing, and we refund the rest. The amount is calculated on what you actually paid, after any discount. See FAQ 1 for how we calculate it.

· Subscriptions: if you have used 100 credits or fewer and have not downloaded any model, we waive the proportionate amount as a goodwill measure and refund you in full.

· Credit packs: we refund the value of the credits from the pack that you haven't used. Credits included in your subscription are always used before credits from a pack.

After a refund. Your access under the refunded purchase ends when the refund is processed. This means:

· remaining credits from that purchase are removed;

· loyalty credits granted for the refunded billing period are removed;

· your plan returns to [Free]; and

· any discount or promo code applied to that purchase can't be used again.

When the right of withdrawal does not apply or ends early

Downloading a model. A downloaded 3D model is digital content. Before your purchase was completed, you may have expressly agreed that we could make model downloads available to you immediately. If you also acknowledged at the same time that you would lose your right of withdrawal once you download a model, your right of withdrawal ends when you first download a model, whether in any format or through the API.

Purchases for business purposes. The right of withdrawal applies only to consumers. It does not apply to purchases made for business purposes. Those purchases are governed by our Terms of Service or your agreement with us (if applicable), and refunds for them can't be requested through self-service.

After the 14-day period

Once the withdrawal period has ended (or ended early under section 4), payments are non-refundable, except as set out in section 6. In particular:

· Annual subscriptions can't be refunded, and can't be switched to monthly during the current term. You can switch when the term ends.

· Accidental purchases, forgetting to cancel, general dissatisfaction with results, or wanting to change plans don't qualify for a refund.

· Free, gifted or bonus periods (for example, "pay for 1 month, get 3") have no refundable value. Any refund is based only on what you actually paid.

Your other legal rights

This page does not affect your statutory rights. If our service does not conform to the contract, for example because it does not work as described, you are entitled to remedies under consumer law. Depending on the case, these may include having the problem fixed, a price reduction or a refund. Contact us at support@meshy.ai.

FAQ

1.If I request a refund within 14 days, but I have already used more than 100 credits, how should the refund be handled?

If usage exceeds 100 credits, you're not qualified for a full refund — instead, the refund is prorated. We calculate two ratios: credits used ÷ your plan's monthly credit allowance, and days elapsed ÷ 30 days, then deduct whichever ratio is larger, and refund the rest. However, if you have downloaded a model during 14 days, it's not qualified for the refund.

Example: on a Pro plan, if you've used 200 credits but request a refund on day 10 of a 30-day period, the time-based ratio (10/30 = 1/3) is larger than the credit-based ratio (200/1000 = 1/5), so we deduct 1/3 of the subscription fee and refund the remaining 2/3.

2.Can I request a refund if I'm not satisfied with the results?

We understand that AI-generated results can sometimes fall short of expectations. Dissatisfaction with generation quality alone doesn't automatically qualify for a refund — but if your request meets our standard refund eligibility criteria (submitted within 14 days of purchase, subscription payment), you're welcome to apply.

If you're unhappy with a specific generation, we'd also encourage you to try adjusting your prompt or settings first — many quality issues can be resolved with a different input rather than a refund. Our tutorials have tips on getting better results from your generations.

3. Can I get a refund if I'm not satisfied after upgrading my plan?

You can cancel your subscription and request a refund if your request meets the eligibility criteria above — but we don't recommend it for an upgraded subscription. Canceling an upgrade cancels every subscription tied to it, not just the tier you upgraded to, so you have no way to fall back to what you had before.

For example: if you were on a Pro annual plan, upgraded to a Premium annual plan, and later decide the Premium plan isn't a good fit, canceling it also forfeits the remaining months on your original Pro annual plan and your plan will revert to free.

4.I forgot to cancel and got charged again — can that charge be refunded?

Only if it's still within its own window (14 days from that specific charge). We can't make exceptions for charges outside the window, even when the renewal was unintentional.

5.How do I request a refund when I'm disputing the payment?

Our Support team cannot process refunds during pending disputes, as the disputed funds are pulled back immediately. You can choose to either continue working with your bank until the dispute is resolved, or to withdraw the bank dispute, which will allow us to process the payment.

Model withdrawal form

(Complete and return this form only if you wish to withdraw from the contract.)

— To Meshy LLC, 111 W Evelyn Ave, Sunnyvale, CA 94086, support@meshy.ai:

— I/We (*) hereby give notice that I/We (*) withdraw from my/our (*) contract of sale of the following goods (*)/for the provision of the following service (*),

— Ordered on (*)/received on (*),

— Name of consumer(s),

— Address of consumer(s),

— Signature of consumer(s) (only if this form is notified on paper),

— Date

(*) Delete as appropriate.