ATLAS TRADE AI: INTERNAL DISPUTE/REFUND POLICY AGREEMENT
Effective Date: February 2, 2026
This document outlines the official process for resolving any disputes, refund requests, or service issues you may encounter as a client of Atlas Trade AI LLC ("Company," "we," "us"). By signing this agreement, you, the Client ("you"), agree to follow this internal process as the first step before initiating a chargeback or other external claim. This does not waive your statutory rights under the Fair Credit Billing Act (FCBA, 15 U.S.C. §1666), Electronic Fund Transfer Act (EFTA, 15 U.S.C. §1693), Restore Online Shoppers' Confidence Act (ROSCA, 15 U.S.C. §8403), or Nevada state law (NRS 598, as updated by SB49).
Our goal is to provide a fair, transparent, and efficient path to resolution. This process is designed to be faster than traditional methods and helps us address your concerns directly. Please note that while we require you to follow this internal process first as per your User Agreement, you always retain your statutory rights under the Fair Credit Billing Act (FCBA), Electronic Fund Transfer Act (EFTA), and applicable Nevada state law.
The 4-Step Internal Dispute Resolution Process
Submit a Dispute Ticket: Log into the Client Portal and submit a detailed ticket describing the issue, including dates, times, and any supporting evidence (e.g., screenshots, logs, or recordings). We will acknowledge receipt within 1 business day.
Review and Investigation: Our team will review your submission and investigate within 10 business days (or sooner for urgent issues like billing errors). We may request additional information to verify claims.
Resolution Offer: We will provide a written response with our findings and a proposed resolution (e.g., partial refund, credit, or explanation). Resolutions are at our sole discretion but aim to be fair and compliant with law.
Appeal: If unsatisfied, you may appeal within 5 business days by replying to the response. A senior representative will review and provide a final decision within 5 business days. After this, you may pursue external remedies without waiving rights.
Frequently Asked Questions (FAQ)
Here are answers to common questions about cancellations, refunds, and service issues.
1. What if I experience a software malfunction or technical issue? If you believe the software is not functioning correctly, please submit a dispute ticket through the Client Portal immediately.
Required Information: Provide a detailed description of the issue, the date and time it occurred, and upload any supporting evidence, such as trade logs, screenshots, or screen recordings.
Resolution: Our technical team will investigate within 10 business days. If we verify a malfunction on our end that materially impacted your service, we may offer a resolution such as a partial refund for the affected period or a credit for future service, at our sole discretion. No upsells during resolution. Company will schedule onboarding within 3 business days of request if related to the issue.
2. What about the 30-day satisfaction guarantee? You have 30 days from the date of signing the Post-Onboarding Delivery & Satisfaction Acknowledgment to request a refund of the upfront license fee if unsatisfied with the software delivery or initial performance.
Submission: Via Client Portal ticket with a brief explanation (optional evidence like usage logs encouraged but not required).
Resolution: We will review within 5 business days and issue a refund if criteria are met (e.g., no verified misuse). Monthly fees post-charge are non-refundable. The guarantee is unconditional. Annual reminders will be sent for inactive subscriptions.
3. How do I handle billing disputes or unauthorized charges? Submit a ticket with details (e.g., transaction ID, amount). We resolve within 5 business days per FCBA requirements.
Evidence: Include bank statements or receipts.
Resolution: If verified as an error, full refund or adjustment. This does not waive your FCBA/EFTA rights to dispute directly with your bank after our process.
4. What about software changes or upgrades? Upgrades follow User Agreement notice rules, with opt-ins for automatic updates via the Client Portal or Post-Onboarding Acknowledgment. Disputes over changes are resolved per the 4-step process.
Notice: At least 3 days for material changes (e.g., core signal or strategy changes affecting risk/profile), unless opted into automatic updates (shortened or waived for seamless, non-material upgrades like bug fixes).
Resolution: If a change impacts your service (e.g., requiring reconfiguration), submit a ticket. We may offer credits or adjustments if materially adverse.
5. What if I want to cancel after the guarantee periods? Cancellation is available anytime via one-click in the portal.
Effect: Access ends at the end of the paid period; no prorated refunds except as required by law.
No Upsells: We will not attempt upsells during cancellation.
6. How are data privacy or security issues handled? We comply with FTC Safeguards Rule (16 CFR §314) and Gramm-Leach-Bliley Act (15 U.S.C. §6801 et seq.). Report suspected breaches via ticket.
Investigation: Within 10 business days; notifications per law if confirmed.
Resolution: Remedies may include credits or enhanced protections. Company complies with FTC Safeguards Rule for data handling.
7. What happens if I initiate a chargeback without following this process? While you retain FCBA/EFTA rights, unauthorized chargebacks may incur recoverable costs under NRS 598. We will use signed documents, logs, and records as evidence in disputes.