Refund and cancellation policy
How to cancel an Atlas subscription, request a first-payment refund, and resolve a billing or service problem. Mandatory consumer rights are preserved.
Last updated 20 October 2026
1. First subscription payment: 14-day refund
For the first payment of a new Atlas Terminal subscription, you may request a full refund within 14 calendar days of the payment date. No particular reason is required. This applies to monthly and annual subscriptions. Contact research@uhambo.online with the email used to buy and the order or receipt reference; for a Paddle purchase, you may also request the refund through Paddle.
Once that payment is refunded, the subscription is cancelled and access covered by it ends. This first-payment offer is not a new refund period for every renewal, plan change or repeat purchase of the same service. It does not reduce any greater right available under law or the payment provider's applicable buyer terms.
2. Cancel renewal at any time
For Paddle subscriptions, use the Manage subscription link in your payment-confirmation email or visit paddle.net to request cancellation. You may also contact research@uhambo.online for help. Send an assisted cancellation request before the next renewal so it can be processed; keep our confirmation or the provider's cancellation confirmation.
Cancellation normally stops future renewals and leaves access in place until the end of the period already paid for. It does not by itself refund that period. Uninstalling the desktop app, signing out or ceasing to use Atlas does not cancel billing. If a charge occurs after a cancellation was effective, contact us or Paddle with the confirmation so it can be investigated and corrected.
3. Renewals, annual plans and exceptions
After the initial 14-day first-payment offer, renewal payments and unused portions of a monthly or annual term are normally non-refundable solely because you stop using the service or change your mind. Annual billing is payment for the full annual term, not twelve separately cancellable monthly charges.
This rule does not apply where a refund, withdrawal, price reduction or other remedy is required by applicable consumer law, where the service is materially defective or not supplied as described, or where there is a duplicate, incorrect or unauthorised charge. Any applicable renewal cooling-off right remains intact. Contact us promptly with the details; you do not have to give up statutory rights to request assistance.
4. Payment received but access missing
If payment succeeded but access was not activated, do not pay again. Send us the receipt reference, purchase email, payment date and a description of the problem. We will investigate activation or arrange the appropriate remedy. Do not email a full card number, card security code, password or bank-login details.
For a technical defect, explain the affected feature and any non-sensitive error message. We will seek to resolve the problem, without limiting the refund or other remedies you are entitled to. If an issue with a Paddle transaction remains unresolved, you may contact Paddle directly.
5. How refunds are processed
The merchant or payment provider processes an approved refund to the original payment method where possible. The processing and bank-credit time depend on that provider and your bank. For Paddle transactions, its buyer terms and refund policy explain its processing rules. We cannot guarantee the date on which a bank posts the credit.
We do not charge an Atlas administration fee for an approved refund. This policy does not restrict a lawful payment dispute or chargeback, or a complaint to a competent authority. Please contact us promptly about suspected fraud so we can protect the account.
6. Professional Network membership is separate
The professional Network membership fee is separate from an Atlas Terminal subscription. For that fee, a full refund is available if requested within 14 days of payment or if the credential review does not succeed. Refunds are handled by an Atlas administrator through the payment provider, and the corresponding fee/access record is then updated. Cancelling a Terminal subscription does not cancel Network membership, or vice versa.
7. Bespoke contracts and your legal rights
A bespoke enterprise order may specify additional cancellation or refund rights. Nothing in an enterprise order or this policy removes a mandatory consumer right. The version presented for your purchase applies to that purchase; later policy changes do not retrospectively remove an accrued right. Uhambo Atlas Pty Ltd can be contacted at research@uhambo.online or through our contact page.