1. Purpose and Relationship to Legal Rights
This Policy explains Atlas's customer-support escalation, cancellation, and voluntary refund procedures. Atlas encourages customers to use this process so issues can be investigated promptly. It is not mandatory before you exercise any non-waivable right, does not pause or shorten a bank, card, payment network, regulatory, or court deadline, and does not limit a right or remedy that applicable law does not permit Atlas to limit.
The service targets in this Policy are operational goals and not guaranteed resolution periods. Atlas may need additional time for complex, security-sensitive, third-party, or incomplete matters.
2. Step 1 - Submit a Support Ticket
Submit your request through the Atlas client portal or the monitored contact method stated in your purchase acknowledgment. Include your account email, order or invoice identifier, relevant date, requested resolution, and supporting information reasonably available. Do not include brokerage passwords, one-time codes, or full payment-card numbers.
Atlas's service target is to acknowledge a complete ticket within one business day.
3. Step 2 - Investigation
Atlas will review relevant order, consent, onboarding, billing, support, system, and integration records. Atlas's general target is to complete an investigation within ten business days and sooner for straightforward billing matters. If additional time is reasonably required, Atlas will provide a status update and revised target without impairing any external deadline or right.
4. Step 3 - Written Response
Atlas will provide a written response summarizing the request, material facts reviewed, and proposed resolution. A response may approve or deny a refund, correct an error, provide support, extend access, issue a credit, or offer another lawful resolution. Reasons will be sufficiently specific to permit a meaningful appeal, subject to security, privacy, and legal limits.
5. Step 4 - Internal Appeal
You may appeal within five business days after the written response by identifying the decision and any overlooked or new information. A senior team member who was not the primary initial decision-maker will review the appeal. Atlas's service target is a final written response within five business days after receiving a complete appeal.
6. 30-Day Software Satisfaction Refund - Eligible Initial License Fee
If your order expressly includes the Atlas 30-Day Software Satisfaction Refund, you may request a refund of the eligible initial upfront License Fee during the stated refund period. The request is unconditional: no explanation of dissatisfaction, trading-volume requirement, minimum-use threshold, proof of technical fault, or proof of trading loss is required.
This is a software satisfaction policy. Eligibility is not contingent upon, measured by, or related to investment performance, trading profitability, losses, benchmark performance, or any other financial outcome.
7. Refund-Period Trigger and Exact Dates
The refund period begins on the date of the initial purchase and ends at 11:59 p.m. Pacific Time on the calendar date 30 days after the purchase date. Before payment and in the purchase confirmation, Atlas will disclose the trigger and exact end date in a record you can retain.
A request is timely if submitted through the available in-platform cancellation or refund control, client portal, or [email protected] before the stated deadline. Atlas will use its system timestamp and will reasonably account for a documented system outage that prevented use of the designated method.
8. What the Voluntary Refund Does Not Cover
Unless the applicable order or law expressly provides otherwise, the voluntary refund does not cover:
- Trading or market losses, missed opportunities, slippage, broker liquidations, margin interest, commissions, exchange or regulatory fees, taxes, or other brokerage charges.
- Recurring Subscription Fees already charged.
- Market-data, third-party, broker, payment-network, add-on, replacement-purchase, or separately purchased service charges.
- Amounts already refunded, duplicate requests, transactions not settled to Atlas, or purchases Atlas cannot reasonably associate with the requester, subject to identity verification and applicable law.
A fraudulent or materially false refund request may be denied to the extent permitted by law. Atlas will not deny a timely eligible request merely because you did not trade, did not complete training, were profitable or unprofitable, or declined a retention offer.
9. Technical Issues
Report a suspected malfunction promptly with available timestamps, screenshots, and brokerage records. Atlas's target is to investigate within ten business days. If Atlas verifies that an Atlas malfunction materially impaired the paid service, Atlas may, depending on severity and applicable law, correct the issue, extend access, issue a service credit, or approve a partial or full fee refund.
This technical-remedy process does not make Atlas the insurer of trading losses and does not limit non-waivable remedies.
10. Billing Errors and Unauthorized Charges
Report duplicate, incorrect, or suspected unauthorized Atlas charges promptly. Atlas's target for a straightforward billing investigation is five business days. Atlas may verify identity, consent, and transaction records and may direct you to the payment provider when it controls the relevant process. You retain all applicable card, bank, and payment-provider rights and deadlines.
11. Cancellation
You may cancel future recurring Subscription Fees at any time using the account cancellation control, client portal, or other method disclosed at purchase. Online enrollment has an online cancellation method without unnecessary steps, a required retention call, or a required upsell. Atlas will provide confirmation.
Unless the order or law states otherwise, access continues through the paid period and the charged Subscription Fee is not prorated or refunded. Cancellation of recurring billing does not by itself disconnect automation, cancel open broker orders, or close brokerage positions.
12. Refund Review and Payment Timing
Atlas's target is to approve or deny a complete and timely voluntary refund request within five business days. After approval, Atlas will initiate the refund to the original payment method within ten business days when reasonably practicable. A bank, card network, or payment provider may require additional processing time. If the original method is unavailable, Atlas will use a lawful, identity-verified alternative.
13. Chargebacks and External Complaints
A good-faith chargeback, payment dispute, regulatory complaint, or exercise of legal rights will not itself create a penalty under this Policy. Atlas may contest a chargeback, provide accurate records, and pursue lawful remedies for knowingly fraudulent conduct. Atlas will not impose unsupported administrative charges, collection costs, or penalties merely because you used an external dispute channel.
14. No Automatic Position Management
Cancellation, termination, a refund request, or an approved refund does not automatically cancel open brokerage orders or close positions. You must monitor and manage the brokerage account directly and revoke connectivity when desired. A billing or access action is not a liquidation instruction.
15. Records and Consistency
Atlas retains the applicable order or checkout version, price and fee breakdown, recurring-billing consent, refund terms presented, purchase date and deadline, cancellation confirmation, tickets, investigation record, appeal, and final disposition in accordance with its approved retention practices and applicable law.
16. Contact and Changes
Submit support, cancellation, refund, and dispute requests through the Atlas client portal or to [email protected]. Notices may also be sent to Atlas Trade AI LLC, 297 Kingsbury Grade Rd, Suite 100, Stateline, NV 89449, or by telephone at +1-877-731-7177.
Atlas may update this Policy prospectively, with notice and renewed consent where required. A change will not retroactively reduce a refund right already granted for a completed purchase.