Help & Support
Have a question or need assistance? We're here to help. Browse our FAQ below or reach out to us directly.
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Response Time
Within 48 hours
We aim to respond to all emails within 2 business days
Frequently Asked Questions
How do credits work?+
Credits are the currency used to generate AI videos. Each generation costs a certain number of credits depending on the tool.
What are the different types of credits?+
There are two types: (1) Daily free credits — every user gets 10 credits per day, resetting every 24 hours. (2) Subscription credits — granted monthly with your plan, expire at the end of each billing cycle.
How do I cancel my subscription?+
You can cancel anytime through your Profile → My Account → Manage Billing. Cancellation takes effect at the end of your current billing period — you'll continue to have access until then. No refund is issued for the current billing cycle.
What is your refund policy?+
For first-time subscriptions, you can request a full refund within 24 hours if no credits have been used and no AI generations have been created. Contact us at contact@arui.ai to request a refund.
What happens to my credits after I cancel?+
Subscription credits expire at the end of your current billing cycle. Daily free credits continue to refresh every 24 hours. If you resubscribe later, a new credit cycle begins from your new subscription date.
How long does video generation take?+
Most AI video generations complete within 1–5 minutes, depending on server load and video parameters. You'll receive a real-time status update as your video is being processed.
Will I get a refund if generation fails?+
Yes. Credits are automatically refunded if: your prompt is flagged by content moderation before processing begins, a system or network error occurs, or parameter validation fails. Credits are not refunded if AI processing has already started or if the generation completes successfully.
Do you store my payment information?+
No. All payments are securely processed by Stripe. We never store your credit card details or sensitive payment information on our servers.
Refund & Cancellation Policy
Refund Policy
- ✓First subscription: full refund within 24 hours if no credits used
- ✓Failed AI generations: credits automatically refunded
- ✗Successfully completed generations are non-refundable
To request a refund, email contact@arui.ai with your account email and order details.
Cancellation Policy
- •Cancel anytime from Profile → My Account → Manage Billing
- •Takes effect at the end of your current billing period
- •Continue using the service until the period ends
- •Subscription credits expire when the billing cycle ends
- •Daily free credits continue to refresh every 24 hours
For full details, please see our Terms and Conditions.
Still need help?
If you couldn't find the answer you're looking for, don't hesitate to reach out. We're happy to assist you.
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