Short version: credits you have not used can be refunded in full within 7 days of purchase. Credits you have already spent cannot be refunded, because the underlying model usage has already been paid for.
1. Scope
This policy covers purchases of prepaid credits in the international edition of Rulo. Purchases made through Apple In-App Purchase on iOS are additionally subject to Apple’s refund process; see section 7.
2. Unused credits
If you have not consumed any of the credits from a purchase, you may request a full refund within 7 calendar days of the transaction date. The refund is issued to the original payment method.
Where a purchase included bonus credits, the bonus is withdrawn together with the refunded credits. If part of the balance from that purchase has been used, the request falls under section 3.
3. Partially used purchases
Once credits have been consumed, the corresponding model usage has been paid to our providers and cannot be reversed. In that case:
- the consumed portion is non-refundable;
- a proportional refund of the unused portion may be granted at our discretion, typically where at least 80% of the purchase remains unused and the request is made within 7 days.
Refunds are calculated on the base credit amount, excluding any bonus credits.
4. Duplicate charges and technical faults
We refund in full, regardless of the 7-day window, where:
- the same order was charged twice;
- credits were paid for but not delivered to your balance;
- a request failed for a reason on our side and the credits were not returned automatically;
- a charge was made without your authorisation.
Please contact us as soon as you notice the issue, with the order number and the approximate time.
5. Subscriptions
The international edition is currently sold as prepaid credits only, with no recurring subscription. If a subscription is introduced, its renewal and cancellation terms will be stated on the pricing page before purchase, and it will not renew without your explicit consent.
6. How to request a refund
Email qkxs9999@163.com with:
- the order number (shown in the application under order history);
- the phone number registered to your account;
- the date and amount of the purchase;
- a short description of the reason.
We acknowledge requests within one business day. Approved refunds are submitted to the payment provider within 3 business days; the funds typically appear on your statement within 5 to 10 business days, depending on your bank or card issuer. Refunds are always returned to the original payment method — we cannot redirect a refund to a different card or account.
7. Purchases made through Apple
If you bought credits through In-App Purchase on iOS, the transaction is between you and Apple. Apple’s media services terms govern refunds, and requests must be submitted to Apple at reportaproblem.apple.com. We cannot issue or reverse an Apple charge ourselves, but we will assist with any information you need and will adjust your credit balance once Apple confirms a refund.
8. When we decline a refund
We may decline a request where:
- the credits have been consumed;
- more than 7 days have passed since the purchase and no fault on our side is involved;
- the account was closed for a material breach of the Terms of Service, including fraud or prohibited use;
- the request relates to a charge that has already been refunded or reversed;
- we reasonably believe the request is fraudulent or part of an abuse pattern.
If we decline, we will explain the reason in writing.
9. Your statutory rights
Nothing in this policy limits rights you have under mandatory consumer law in your country of residence.
Consumers in the European Economic Area and the United Kingdom normally have 14 days to withdraw from a distance contract. For digital content supplied immediately, that right ends once supply has begun, provided you gave your express consent to immediate supply and acknowledged that you would lose the right of withdrawal. Where you have not used any credits, we honour the 7-day refund window in section 2 in any event.
10. Chargebacks
If you believe a charge is wrong, please contact us first. We can usually resolve the matter faster than a bank dispute. Filing a chargeback while a refund request is open with us may extend the resolution time, and credits associated with a reversed charge are removed from the account.
11. Changes to this policy
We may update this policy. The version in force at the time of your purchase governs that purchase. The current version always appears on this page, with the date shown above.
12. Contact
Refund requests and questions: qkxs9999@163.com
Shenzhen Aicheng Technology Co., Ltd.
A217, Xincheng Plaza, No. 86 Puxia Road, Liuyuebei Community, Henggang Subdistrict, Longgang District, Shenzhen, Guangdong, China