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 — sending email, sending or receiving SMS, placing or receiving calls, purchasing phone numbers, AI conversations, WhatsApp messaging — carry a per-use cost that is charged to your account as it is incurred. Section 4 explains exactly how that works. If you read only one section of this policy, read Section 4.
By creating an account or making a payment, you accept these terms.
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 | Messages, calls, emails, AI usage, phone numbers |
| When it is charged | On a fixed date each billing cycle | Automatically, whenever your credit balance runs low |
| Amount | Fixed — your plan price | [RECHARGE AMOUNT — e.g. $10] per top-up (adjustable) |
| Predictable? | Yes | No — it depends on how much you send |
| Refundable? | See Section 10 | Unused balance only — see Section 10 |
Cancelling your subscription does not by itself refund credits. Having credits does not keep your subscription active. They are separate.
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.
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 and when — you cannot disable the mechanism and keep using the features.
Your card is charged [RECHARGE AMOUNT — e.g. $10] to load credits whenever your balance falls below [RECHARGE THRESHOLD — e.g. $2].
On a new account the balance starts at zero. That means the very first action that consumes credit triggers the first top-up immediately. Actions that consume credit include:
If you build a workflow, campaign or automation, every message it sends 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 sending volume of automations you build or enable in your account.
Auto-recharge is not a one-time event. Each time the balance falls below the threshold, 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 and threshold at any time (Section 4.7).
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.
In Settings → Company Billing → Credits you can:
Setting a larger top-up amount and a higher threshold 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 these settings.
Usage is billed at our published rates, available at [RATE CARD URL]. 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 8). Rate changes are published to the rate card and take effect from the date shown there.
Usage-based services stop. Emails, SMS, calls and AI features will not send or connect until the balance is restored. Your subscription, data, contacts and workflows are unaffected — only sending stops. A successful top-up restores service.
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 [BILLING EMAIL — e.g. [email protected]].
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.
Cancellation requests must be submitted through one of these two channels:
These are the only channels that create a valid, recorded cancellation request.
The following do not cancel your account and will not stop billing:
Within 1 business day of your request we will send you:
Keep the ticket reference. It is your proof of cancellation and the basis of any refund claim under Section 10.3. If you do not receive it within 1 business day, reply to your original request — do not assume the cancellation was processed.
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 send, and it is not recoverable by us.
| Item | Refundable | Conditions |
|---|---|---|
| Unused wallet credits | Yes | Remaining purchased balance only, at the time of the request |
| A subscription charge taken after a valid cancellation | Yes — in full | Ticket reference required. See 10.3 |
| A duplicate charge | Yes — in full | Verified against our records |
| A charge caused by our error | Yes — in full | No time limit |
This is the reason Section 9 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.
When you cancel, we reconcile your wallet as follows:
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.
Email [BILLING EMAIL — e.g. [email protected]] with:
We will respond with a decision within [REFUND DECISION SLA — e.g. 3] business days. Approved refunds are issued to the original payment method and typically appear within 5–10 business days, depending on your bank.
Requests outside this policy are reviewed case by case. A decision made in one case does not set a precedent for others.
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.
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.
We may update this policy. Material changes will be communicated by email to the address on file and by in-app notice, and the version and effective date at the top of this page will be updated. Continued use after the effective date constitutes acceptance.
Support: [SUPPORT EMAIL — e.g. [email protected]]
Billing and refunds: [BILLING EMAIL — e.g. [email protected]]
Cancellations: [CANCELLATION FORM URL] or [BILLING EMAIL — e.g. [email protected]]