1. Purpose and Legal Rights
This Policy explains how Atlas Trade AI LLC ("Atlas") handles account requests, cancellations, payment issues, disputes, and refunds that are available under a purchase agreement or law. We encourage customers to contact us so we can investigate. You do not have to complete this internal process before exercising a right that cannot lawfully be conditioned on it. It does not pause a bank, card-network, regulatory, or court deadline.
The response times below are service targets, not guaranteed outcomes. Complex matters or a delay involving a broker, payment provider, security investigation, or incomplete records may take longer. Atlas will not use an internal target to reduce a non-waivable right.
2. Submit a Request
Use the Atlas client portal or the contact method in your purchase acknowledgment. Give your account email, order or invoice identifier, relevant dates, a short description of the issue, the remedy you seek, and reasonably available supporting records. Do not send a brokerage password, one-time code, or complete payment-card number. Atlas aims to acknowledge a complete request within one business day.
3. Investigation
Atlas may examine the relevant purchase and consent records, invoices, account activity, communications, technical events, and integration information. We generally aim to finish an investigation within ten business days, with straightforward billing matters handled sooner. If more time is needed, we will provide a status update and a revised target without affecting any external deadline.
4. Written Decision
We will communicate the outcome in writing and explain the principal facts and reasons, subject to legitimate privacy and security limits. Depending on the circumstances, the outcome may be a corrected charge, access adjustment, credit, refund where available, technical action, or a denial with reasons.
5. Internal Appeal
You may appeal within five business days of our written decision. Identify the decision and any new or overlooked information. A senior reviewer who did not make the original decision will consider the appeal. Atlas aims to send a final written response within five business days after receiving a complete appeal.
6. Refund Terms for Current Pro Purchases
Atlas Pro does not include a voluntary satisfaction or money-back refund period. A canceled monthly or annual subscription does not entitle you to reimbursement for unused paid time. Separately purchased Marketplace items are also generally nonrefundable after the charge is incurred. Exceptions apply where required by law or stated in the terms accepted for the particular purchase. Sections 9 and 10 explain how we review technical issues and incorrect or unauthorized charges.
7. Earlier Purchases
If an earlier order expressly granted a refund right, its original eligibility conditions, covered fee, deadline, and request procedure still govern that purchase. Updating this Policy for new Pro purchases does not take away a right granted in a completed order. Atlas will use the retained order and policy version to assess a request under those earlier terms.
8. What a Software Refund Covers
Unless the applicable purchase terms or law state otherwise, refunding an Atlas software charge does not reimburse trading losses, missed opportunities, market movements, slippage, broker liquidations, margin interest, commissions, exchange or regulatory charges, market-data fees, taxes, or other third-party amounts. A payment correction does not itself instruct a broker to cancel an order or close a position. Atlas may verify the requester and transaction before processing a claim; it will not deny a valid earlier-offer claim merely because the customer did not trade or did not complete onboarding.
9. Technical Issues
Report a suspected Atlas malfunction promptly through the portal or contact channel, with timestamps, screenshots, and broker records reasonably available to you. Atlas aims to investigate within ten business days. If an Atlas defect materially impaired a paid function, Atlas may correct it, extend access, issue a credit, or approve a partial or full software-fee refund, depending on the circumstances and applicable law. This review does not make Atlas an insurer of market losses or exclude a remedy that cannot legally be waived.
10. Incorrect or Unauthorized Charges
Report a duplicate, incorrect, or apparently unauthorized Atlas charge promptly. Atlas aims to investigate a straightforward billing issue within five business days. We may confirm identity, payment authorization, order history, and processor records and may direct you to a provider that controls part of the process. Your bank, card, payment-provider, and legal rights and deadlines remain available.
11. Canceling a Subscription
You may request cancellation of a future Pro renewal at any time through the control in your Atlas account, the client portal, or another method disclosed at purchase. If you enrolled online, an online cancellation method is available without a mandatory retention call or upsell. Atlas will confirm the request. It stops the next renewal; access and any active automation ordinarily continue until the already paid monthly or annual period ends. Fees already charged are not prorated or refunded unless law or the accepted purchase terms require otherwise.
Submitting the request does not cause Atlas to send closing orders at that moment. The process in Section 14 occurs when the paid subscription period ends and access fully expires. You remain responsible for monitoring your broker account during the remaining paid period.
12. Refund Decisions and Payment
When a refund is available under law, an earlier purchase agreement, or a remedy approved under this Policy, Atlas aims to approve or deny a complete request within five business days. Following approval, Atlas generally aims to initiate payment back to the original method within ten business days. Your bank or payment network may take additional time. If the original method is unavailable, Atlas will use a lawful alternative after verifying identity.
13. Chargebacks and Outside Complaints
Atlas will not penalize a customer solely for a good-faith chargeback, payment dispute, regulatory complaint, or exercise of a legal right. We may contest an inaccurate claim with truthful transaction and service records and may address knowingly fraudulent activity through lawful means. This Policy does not create an unsupported chargeback fee or shorten a provider's deadline.
14. Open Positions at the End of the Paid Period
If you have requested cancellation, no closing instruction is sent solely because you made that request. When the paid period ends and the subscription fully expires, Atlas will send orders through an active connection to the brokerage to close open positions in the connected account that Atlas can identify. The broker decides whether and when to accept, route, and execute those orders. A connection failure or disconnection may prevent transmission; an order that reaches the broker may still be delayed, rejected, or partly filled. You must check the official broker account and manage any remaining positions and orders directly. Atlas cannot guarantee liquidation or execution at a particular price. Other forms of suspension or termination do not necessarily follow this customer-cancellation process.
15. Records
Atlas retains the relevant checkout or signed order, the price and entitlements shown, consent to recurring charges, the policy version applicable to the purchase, any refund entitlement and deadline, cancellation confirmation, requests, investigation and appeal records, and the outcome under its retention practices and applicable law.
16. Contact and Policy Changes
Send account, cancellation, payment, and dispute requests through the Atlas client portal or [email protected]. You may also contact Atlas Trade AI LLC at 297 Kingsbury Grade Rd, Suite 100, Stateline, NV 89449, or +1-877-731-7177.
Atlas may update this Policy for future purchases and will give notice or obtain renewed consent where required. A later version does not retroactively remove a refund right granted in an earlier completed purchase.