Ari OS Billing, Usage & Refund Policy

1. Scope

This policy governs payments, subscriptions, usage credits, cancellations and refunds for Ari OS ("we", "us"). It applies to every account on the platform, including trial accounts.

Ari OS is delivered on licensed third-party infrastructure. Some features, including calls, text messages, emails, email verification and AI features, carry a per-use cost that is charged to your account as it is incurred. Section 4 explains exactly how that works, and Section 4.8 lists every rate. If you read only one section of this policy, read Section 4.

By creating an account or making a payment, you accept these terms.

2. The two charges on your account

There are two separate and independent charges. They are not duplicates of each other, and they appear separately on your statement.

	Subscription	Usage credits (wallet)
What it pays for	Access to the platform and your plan's features	Calls, text messages, emails, email verification and AI usage
When it is charged	On a fixed date each billing cycle	Automatically, when you use a paid service and your balance is too low to cover it
Amount	Fixed, your plan price	$10 per top-up (adjustable)
Predictable?	Yes	No, it depends on how much you use
Refundable?	See Section 9	Unused balance only. See Section 9

Cancelling your subscription does not by itself refund credits. Having credits does not keep your subscription active. They are separate.

3. Subscription billing

• 3.1 All plans are prepaid. Payment must clear before access is granted or continued.
• 3.2 Monthly plans are charged on the same calendar day each month. Annual plans are charged once for the full term.
• 3.3 All subscriptions renew automatically at the end of each billing period until cancelled under Section 8.
• 3.4 You are responsible for keeping a valid payment method on file. You can update it in Settings → Company Billing.
• 3.5 We accept major credit and debit cards. Payments are processed by Stripe. We do not store your full card details.

4. Usage credits, your wallet, and automatic top-ups

4.1 Your account has a prepaid credit wallet

Your account carries a credit balance, a wallet, that pays for usage-based features. Credits are prepaid: they must be in the wallet before the usage happens, not billed afterwards.

4.2 The wallet is not optional and cannot be switched off

Usage-based features do not run on a monthly allowance or an invoice-in-arrears model. They draw from the wallet in real time. Any account using these features has a wallet. You can change how much is loaded at each top-up. You cannot disable the mechanism and keep using the features.

4.3 What triggers a top-up

Your card is charged $10 by default to load credits whenever you use a paid service and your balance is too low to cover it. Every paid service and its rate is listed in Section 4.8.

On a new account the balance starts at zero. That means the very first paid action triggers the first top-up immediately. Paid actions are:

• Placing or receiving a call, per minute
• Voice AI conversations, per minute
• Sending or receiving a text message, per segment
• Sending an email (including one sent by a workflow, a form notification, or a calendar confirmation)
• Conversation AI (chat) replies, per message
• Content AI text and image generation
• Email verification, per check

4.4 Automations trigger top-ups too

If you build a workflow, campaign or automation, every paid action it performs consumes credit, including at times you are not logged in. A workflow that runs overnight can trigger a top-up overnight. You are responsible for the usage volume of automations you build or enable in your account.

4.5 Top-ups repeat

Auto-recharge is not a one-time event. Each time your balance runs too low to cover the next paid action, another top-up is charged. A high-volume week can produce several top-ups in a few days. This is expected behaviour, not a billing error.

If top-ups are triggering frequently, the platform may increase the top-up amount so that fewer separate charges are made for the same total spend. You can review and adjust the amount at any time (Section 4.7).

4.6 Usage may post to your ledger with a delay

Usage is metered upstream and can take up to 24 hours to appear in your wallet transaction history. Your balance and your visible usage log may briefly disagree. This is a reporting delay, not a missing charge.

4.7 You control the settings

In Settings → Company Billing → Credits you can:

• View your current balance
• View the full transaction history, itemised by service
• Change the top-up amount
• Add credit manually instead of waiting for an automatic top-up

Setting a larger top-up amount results in fewer, larger charges. Setting a smaller amount results in more frequent, smaller ones. The total you spend is driven by your usage, not by this setting.

4.8 Rates

Usage is billed at the rates below. Our rates may include a margin over the underlying provider's cost. Because upstream carrier, messaging and AI providers change their pricing, usage rates may change with less notice than the 30 days that applies to subscription prices (Section 7). Rate changes are published in this table and take effect from the date shown above it.

Rates effective 01 September 2026

Service	Billed	Rate	What $10 buys
Outbound call	Per minute	$0.0168	595 minutes
Inbound call (someone calling in)	Per minute	$0.0102	980 minutes
Voice AI conversation	Per minute	$0.024	416 minutes
Text message sent	Per segment	$0.01	1,000 segments
Text message received	Per segment	$0.01	1,000 segments
Email sent	Per email	$0.0008	12,500 emails
Conversation AI (chat replies)	Per message	$0.024	416 messages
Content AI, text	Per 1,000 words	$0.108	92,000 words
Content AI, images	Per image	$0.072 to $0.108	92 to 138 images
Email verification	Per check	$0.003	3,333 checks

Text messages are billed per segment. One segment holds up to 160 standard characters, or up to 70 if the message contains emoji or non-Latin characters. Longer messages are split into several segments, and each segment is billed.

4.9 If your balance reaches zero

Usage-based services stop. Emails, text messages, calls and AI features will not send or connect until the balance is restored. Your subscription, data, contacts and workflows are unaffected. Only usage stops. A successful top-up restores service.

4.10 If a top-up fails

We will retry the charge on your card once per day for up to 7 days. If every attempt fails, automatic retries stop and both you and our team are notified. Loading credit manually restarts automatic top-ups.

Top-ups most commonly fail because of a card expiry, an address mismatch, an insufficient balance, or a bank fraud block. If a top-up fails, check with your bank first, then contact [email protected].

5. Trials and promotional offers

• 5.1 Trials convert to a paid subscription automatically at the end of the trial period unless cancelled under Section 8 before the trial ends.
• 5.2 A trial covers your subscription only. It does not cover usage. If you send an email, text message or make a call during a trial, usage credits are consumed and your card will be charged to load them, exactly as described in Section 4. This is true even on a free or $1 trial.
• 5.3 Trials do not include complimentary or free usage credits. Every paid service you use during a trial, from the first one, is paid from your wallet, and your card is charged to load it as described in Section 4.
• 5.4 Cancelling during the trial period stops the subscription charge. It does not refund credit top-ups already charged and consumed during the trial.

6. Failed subscription payments

• 6.1 If a subscription payment fails, we retry over several days and notify you by email each time.
• 6.2 Access may be suspended while the balance is outstanding.
• 6.3 After 30 days of non-payment, the account may be closed and its data deleted.
• 6.4 Suspension for non-payment does not cancel your subscription. To cancel, follow Section 8.

7. Price changes

We may change subscription prices with at least 30 days' notice by email to the address on file. Continued use after a price change takes effect constitutes acceptance of the new price. Usage rate changes are governed by Section 4.8, not this section.

8. Cancellation

8.1 The only way to cancel

Cancellation requests must be submitted through one of these two channels:

• In the app: go to Settings → Company Billing and cancel your plan
• Email to [email protected]

These are the only channels that create a valid, recorded cancellation request.

8.2 What does not count as a cancellation

The following do not cancel your account and will not stop billing:

• Removing or expiring your card
• Letting a payment fail
• A message to a team member on Slack, WhatsApp, SMS, or social media
• A verbal request on a call
• Deleting your workflows or logging out
• An email to any address other than [email protected]

8.3 What happens next

Within 1 business day of your cancellation, whether made in the app or by email, we will email you:

• A ticket reference number
• The effective cancellation date
• Your final wallet reconciliation (Section 9.4)

Keep the ticket reference. It is your proof of cancellation and the basis of any refund claim under Section 9.3. If you do not receive it within 1 business day, email [email protected]. Do not assume the cancellation was processed.

8.4 Timing

• Requests must be submitted at least 3 business days before your next billing date.
• Cancellation takes effect at the end of your current billing period. You keep access until then.
• We do not prorate partial billing periods.
• A request submitted inside the 3-day window may not stop the next charge from processing. Section 9.3 covers what happens then.

8.5 After cancellation

• Usage-based services stop on the effective date.
• Purchased phone numbers are released and cannot be recovered.
• Account data is retained for 365 days, then permanently deleted.
• Export anything you need before the effective date. Wallet and transaction history is not recoverable after an account is closed.

9. Refunds

9.1 Principle

We refund money we are still holding. We do not refund money already spent on your behalf with carriers, email providers or AI providers. That cost is incurred the moment you use the service, and it is not recoverable by us.

9.2 Refundable

Item	Refundable	Conditions
Unused wallet credits	Yes	Remaining wallet balance only, at the time of the request
A subscription charge taken after a valid cancellation	Yes, in full	Ticket reference required. See 9.3
A duplicate charge	Yes, in full	Verified against our records
A charge caused by our error	Yes, in full	No time limit

9.3 The cancellation guarantee

This is the reason Section 8 asks you to use the two named channels. A ticket reference makes the outcome automatic. Without one we have no record to check, and we cannot apply this guarantee.

9.4 Wallet refund on cancellation

When you cancel, we reconcile your wallet as follows:

1. We wait 48 hours after your final usage for late-posting charges to settle (Section 4.6).
2. We calculate your remaining wallet balance.
3. We deduct that balance from your wallet and refund the matching amount to your original payment method.
4. We send you the final statement.

We refund only the amount matching your remaining balance. We cannot refund a past top-up in full if part of it has already been spent.

9.5 Not refundable

• Credits already consumed
• Partial billing periods after the service has been used
• Setup, onboarding, migration or implementation fees
• Phone number purchase and monthly number fees, once the number is provisioned
• A2P / 10DLC registration and carrier vetting fees
• Third-party or marketplace app subscriptions purchased through the platform
• Charges older than 30 days, except unused wallet balance, a charge caused by our error, and a charge covered by the cancellation guarantee (Section 9.3)

9.6 How to request a refund

Email [email protected] with:

• The account name and email
• The date and amount of the charge
• Your cancellation ticket reference, if the request relates to Section 9.3

We will respond with a decision within 3 business days. Approved refunds are issued to the original payment method and typically appear within 5 to 10 business days, depending on your bank.

9.7 Exceptional cases

Requests outside this policy are reviewed case by case. A decision made in one case does not set a precedent for others.

10. Chargebacks and disputes

• 10.1 If you believe a charge is wrong, contact [email protected] first. Most disputed charges are automatic credit top-ups (Section 4) and are resolved by explaining the usage behind them, or by refunding an unused balance.
• 10.2 Filing a chargeback with your bank before contacting us will result in immediate suspension of the account pending resolution.
• 10.3 Where a chargeback is filed on a charge that was validly incurred, we reserve the right to close the account and recover the disputed amount and any bank fees.
• 10.4 Chargebacks on consumed usage cannot be resolved in your favour by us, because the underlying cost has already been paid to the provider.

11. Taxes

Applicable sales tax, VAT or GST is calculated on your billing address and added to your invoice. You are responsible for all taxes arising from your use of the service.

12. Acceptable use

You agree to use the platform lawfully and in compliance with all applicable messaging, calling and email regulations, including obtaining valid consent from every contact you message.

Prohibited: spam, phishing, fraud, harassment, unlawful activity, reverse engineering, circumventing usage metering, and messaging contacts who have not consented.

Violations may result in immediate suspension without refund. Where a violation causes carrier fines, blocked numbers or provider penalties, those costs may be passed on to your account.

13. Changes to this policy

We may update this policy. Material changes will be communicated by email to the address on file and by in-app notice, and the effective date at the top of this page will be updated. Continued use after the effective date constitutes acceptance.

14. Contact