Refund Policy

1. What this covers

The Atlas wiki is free, so this policy applies only to paid AI credit usage. Charges are metered on actual token consumption and billed per organization.

2. When we refund

• Duplicate or incorrect charges caused by a billing error on our side.
• Credits consumed by an AI job that failed and returned no usable result.
• Charges incurred after a documented outage that made the feature unusable.
• Usage that exceeded a spend cap your organization had configured.

3. When we generally do not refund

• Credits legitimately consumed by completed AI answers or transcriptions.
• Dissatisfaction with the wording or quality of an AI answer that was produced.
• Usage by members of your workspace that you authorised.
• Unused free-tier credits, which do not carry over and hold no cash value.

4. How to request a refund

Contact our support team from within the app within 30 days of the charge, including your organization name, the invoice or date, and a short description of the issue. We review against the AI credit ledger, which records every metered event.

5. Processing

Approved refunds are issued to the original payment method, or as a credit balance on your organization if you prefer. Bank processing usually takes 5–10 business days after approval.

6. Controlling spend

To avoid unexpected charges, set a monthly credit cap in workspace settings. When the cap is reached, AI requests stop rather than continuing to bill, and the wiki keeps working normally.