Refund policy

Technical problems reported within 14 days

If Atlas will not install, activate or perform a material advertised function on a supported Windows setup, or we supplied the wrong product, contact support@atlas-ui.com within 14 calendar days from the later of payment or first usable download/licence access. This is a technical-problem policy, not an additional no-reason trial or change-of-mind guarantee. Independent legal cancellation and quality rights are preserved below.

Explain what went wrong and supply reasonable information available to you, such as your order reference, Atlas/Windows version, the error message, steps that caused it or a relevant screenshot. We assess the available evidence fairly. You do not need an expert report, paid diagnosis, access to source code, or a recording of every failure. Intermittent issues may be supported by logs or credible descriptions; inability to reproduce them immediately is not automatic grounds for refusal. Remove unrelated private content. Do not send passwords, API keys or full payment-card details.

If the available evidence reasonably establishes a material failure of the supplied Atlas product, we will provide a full refund under this policy if you request one. We may offer a prompt fix, but accepting troubleshooting or a replacement is not compulsory where a refund is due. Report the issue within the window; investigation continuing afterward does not make a timely request late. We will explain a refusal and allow you to provide further information or challenge it through support or the available legal channels. Our assessment is not final proof against you.

An unsupported operating system, a clearly disclosed missing third-party plan, exhausted provider credits or changed personal preference alone does not establish an Atlas fault. However, we will investigate misleading compatibility information, a failed promised connection, non-delivery and other circumstances in which Atlas or the law provides a remedy. We do not use a third-party label to reject every issue without examining it.

Rights that do not end after 14 days

The 14-day process does not replace or shorten applicable cooling-off, cancellation, non-delivery, quality, misdescription or warranty rights. Where a statutory right permits cancellation without a fault, you do not have to prove that Atlas is defective. Downloading, installing or activating the app does not by itself waive those rights under this policy.

For South African transactions covered by the Consumer Protection Act, its applicable quality remedies continue, including the six-month remedy framework for qualifying defects under section 56. Where ECTA's cooling-off right applies, its no-reason cancellation rules also apply. Other countries may give additional or longer protections. We will apply the relevant remedy and deadline rather than use the 14-day process as a universal limit. A customer entitled to choose a refund is not required to accept repeated repairs.

Refund amounts and the limited 7% clause

No administration or payment-processing fee is deducted from a refund owed by law, a refund under our verified technical-problem policy, or a refund for Atlas non-delivery, material misdescription, incorrect product or duplicate collection. Those refunds cover the applicable amount paid to Atlas, including tax collected on that amount, in the original transaction currency.

Outside those rights and promises, we may agree to an exceptional goodwill return, for example a change-of-mind request where no legal withdrawal right applies. Only for that category, and only where lawful and reasonable, an administration deduction of up to 7% of the original amount paid for the refunded licence may be proposed. It is capped at our reasonable, demonstrable unrecovered costs, is not a penalty, and is reduced or waived if those costs or the law require it. No double recovery of fees is permitted.

We must first check whether a fee-free legal or contractual right applies. If a goodwill deduction is appropriate, we will show the reason, calculation and exact net refund before you accept it. Rejecting that goodwill proposal does not waive your legal rights. The deduction is not taken automatically and must not be described as Paystack's fixed fee. If we cannot establish a lawful basis and reasonable cost, it will not be charged. No customer must pay a fee simply to request or investigate a refund.

No goodwill administration deduction is currently applied. The limited clause above may only be used after a lawful basis has been established and the exact deduction has been explained and agreed in advance. It never applies to the fee-free refunds described above.

Requests, timing and payment route

Email support@atlas-ui.com with the purchase email and order or Paystack reference. If you cannot find it, provide enough information to locate the transaction. No compulsory special form applies. We may reasonably verify ownership before releasing licence or payment information.

We aim to acknowledge within two business days and initiate an eligible refund within five business days of a valid request, without undue delay and within any shorter applicable legal deadline. Unnecessary evidence requests, our review process and processor delays do not extend a statutory deadline.

Refunds normally return through the original payment method. If unavailable, we will agree a secure lawful alternative after verification. Paystack currently advises that receipt commonly takes 3–10 working days after initiation. Your bank controls posting and currency conversion; that estimate does not remove legal rights. Bank exchange differences or independently charged bank fees may affect the amount displayed in another currency. Contact us to trace a missing refund.

Licence, data and separate provider payments

When the refund is completed, the refunded licence ends and further activation may be disabled. Stop using and uninstall the refunded Atlas software. You retain rights in your own documents, backgrounds and content. A refund does not authorise Atlas to take ownership of or erase unrelated source files; retain/export your own work before uninstalling.

Payments made directly to AI, voice or other providers are separate transactions. This policy does not promise refunds of those payments, but does not exclude liability Atlas may independently have under law. Suspected fraud may be investigated on evidence without removing legitimate rights. You may approach your bank, a regulator, consumer body or court without having to miss their deadlines while speaking to us.