We want you to feel confident about your purchase. If you've been charged unexpectedly or something doesn't seem right, refunds and account credits are available. All requests are reviewed on a case-by-case basis, and refunds or credits will be issued where the request meets our eligibility criteria.
In this article:
Refunds vs. credits
Depending on the status of the charge, there are two ways we can resolve your request:
Refund. If the charge has already been fully processed, we can issue a refund to your original payment method.
Account Credit. If the charge is still pending or hasn't been processed yet, Shopify allows us to issue an account credit instead. This credit is applied directly to your Shopify account and will offset future charges. You can learn more about how Shopify handles app credits in their official billing documentation.
How to request a refund or credit
You can reach us through either of these channels:
Live Chat In the chat window, type "Speak to an agent" to be connected with a live support agent who can process your request directly.
Email Send your request to support@helloatlas.io and include the following:
Your store URL or the email address associated with your account
The charge amount in question
The reason for your refund or credit request
What to know before submitting
All requests are reviewed by our team and are subject to approval. We'll work with you to find the best resolution for your situation.
Refunds can only be processed for fully completed charges. For pending charges, an account credit may be issued instead.
Our team will review your request and respond within 24 hours.