Refund Policy

Last updated: January 2025

Overview

At Atlaned, we want you to be completely satisfied with our geotechnical engineering software. This Refund Policy outlines the circumstances under which refunds may be issued and the process for requesting one.

14-Day Money-Back Guarantee

We offer a 14-day money-back guarantee for new customers. If you're not satisfied with Atlaned within the first 14 days of your initial subscription, you may request a full refund.

Eligibility

To be eligible for the 14-day money-back guarantee:

  • You must be a first-time Atlaned customer
  • The refund request must be made within 14 days of your initial payment
  • The request must be submitted through our official support channels

Subscription Renewals

Subscription renewals are generally non-refundable. However, we may consider refund requests on a case-by-case basis if:

  • You contact us within 48 hours of the renewal charge
  • You have not used the service during the new billing period
  • There were technical issues preventing you from canceling before renewal

We recommend setting up cancellation reminders or turning off auto-renewal if you don't wish to continue your subscription.

Annual Subscriptions

Annual subscription payments are subject to the same 14-day money-back guarantee for new customers. After the 14-day period, annual subscriptions are non-refundable. We do not offer pro-rated refunds for partial subscription periods.

Non-Refundable Items

The following are not eligible for refunds:

  • One-time setup fees or consulting services
  • Custom development or integration work
  • Third-party services or add-ons
  • Accounts that have been terminated for violating our Terms of Service
  • Subscriptions that have been active for more than 14 days (except in exceptional circumstances)

How to Request a Refund

To request a refund, please follow these steps:

  1. Contact our support team at billing@atlaned.com
  2. Include your account email address and order number
  3. Provide a brief explanation for your refund request
  4. Wait for confirmation from our team (typically within 2-3 business days)

Refund Processing

Once your refund request is approved:

  • Refunds will be processed within 5-10 business days
  • The refund will be credited to the original payment method
  • Your access to Atlaned will be terminated immediately upon refund processing
  • You will receive a confirmation email once the refund is complete

Note: Depending on your bank or credit card company, it may take an additional 5-10 business days for the refund to appear in your account.

Cancellation vs. Refund

Canceling your subscription is different from requesting a refund. When you cancel, you retain access to Atlaned until the end of your current billing period, and you will not be charged for future periods. Cancellation does not entitle you to a refund for the current period unless you're within the 14-day guarantee window.

Exceptional Circumstances

We understand that exceptional circumstances may arise. If you believe you deserve a refund outside of our standard policy, please contact us at billing@atlaned.com with details. We'll review your case and respond within 3-5 business days.

Questions

If you have questions about our refund policy, please contact us at billing@atlaned.com