Refund Policy

The short version

Atlas Prism is sold monthly or annually. Monthly billing includes a 7-day free trial, is charged a month at a time, and can be cancelled in one click. Annual billing is paid in advance, carries no trial, and is not refundable — that is the trade for two months free.

In plain terms

On monthly: try it free for 7 days, and if it isn't for you, cancel before the trial ends and pay nothing at all. On annual: you are committing to the year, so choose monthly if you want the option to stop.

Free trial (monthly billing only)

The free trial is available on monthly billing only. Annual plans are paid in advance and do not include a trial.
The trial is one per website. If the site you publish on has had a trial before, your subscription starts when you publish rather than after 7 days. We tell you at the time, and if you think it is wrong, email us and we will look at it.
A new monthly account includes a 7-day free trial of the plan chosen at signup, with 50 consultations included.
A payment method is required to start the trial, but no charge is made during it.
Cancel any time before the trial ends and you are never charged.
The subscription begins, at the advertised monthly price, either when the 7 days end or when you reach the 50 included consultations — whichever comes first. We email you before that happens, and you can cancel at any point beforehand.
To move to annual billing, start on monthly and switch from the Studio whenever you are ready. The saving is the same.

Cancelling

You can cancel at any time from your dashboard, without contacting us.
Cancellation takes effect at the end of the period you have paid for — the end of the month on monthly billing, or the end of the term on annual. Your consultation keeps working until then.
We do not charge a cancellation fee. Monthly billing has no minimum term; an annual plan runs for its twelve months.

Refunds after a charge

Subscription fees are charged in advance for the month ahead. Part-months are not refunded — if you cancel mid-month, your service continues to the end of the period you have paid for.

We will, however, issue a refund where:

You were charged after cancelling, through an error on our part.
You were charged twice for the same period.
A fault on our side made the service unusable for a significant part of the billing period and we could not resolve it.

If you believe any of these apply, email billing@atlasprism.app within 30 days of the charge and we will look at it properly. Approved refunds are returned to the original payment method, normally within 5–10 business days.

This section covers monthly billing. Annual plans are dealt with below.

Annual plans

An annual plan is ten months' price for twelve months' service, paid in advance. The discount exists because the commitment is for the full term.

Annual payments are not refundable. If you would rather keep the option to stop at any time, choose monthly billing — you can move to annual later from the Studio, and the saving is the same.

You can cancel renewal at any time. Cancelling stops the following year's charge, and your consultation keeps working to the end of the term you have paid for.

There are two exceptions, and both are ours to honour rather than yours to argue for:

If we cannot deliver the service — an extended outage, or something we have broken and cannot fix — we will refund the unused part of your term.
Where the law of your own country gives you a refund right we cannot exclude, that right applies regardless of anything on this page.

Consultations beyond your monthly allowance are charged at the end of each month on an annual plan, rather than held to your renewal. Those charges cover work already done and are not refundable, though the monthly ceiling means they can never be open-ended.

Negotiated agreements

Where a separate written agreement sets out different terms, that agreement takes precedence over this page.

Who takes your payment

Our payments are handled by Paddle.com Market Ltd, who act as the merchant of record and reseller of our software. Your receipt and card statement will show Paddle. Paddle's own buyer terms and refund policy also apply to your purchase.

Because Paddle is the seller of record, Paddle can consider a refund request directly and may grant one at its own discretion, separately from this page. We would rather you came to us first — we can usually fix the underlying problem, which a refund does not.

Contact

Refund or billing questions: billing@atlasprism.app