Refund
Policy

Atlas Emberline provides professional advisory services in the field of search optimization and digital marketing. Our deliverables — including audits, analytical reports, content recommendations, structural guidelines, and on-page optimization guidance — represent the application of specialized expertise, proprietary methodology, and significant professional labor.

Because professional knowledge and analysis cannot be returned once delivered, and because work is commenced immediately upon engagement confirmation and receipt of applicable payment, our refund eligibility is determined primarily by the stage of the engagement at the time of the request, the nature of the specific service, and the circumstances giving rise to the request.

We approach every refund request individually and in good faith. Our goal is to resolve all disputes fairly, professionally, and without unnecessary friction.

The following table summarizes our standard refund eligibility framework. All determinations are made on a case-by-case basis and may be modified by the terms of a specific Service Agreement.

For ongoing monthly retainer engagements, the following conditions apply:

• Retainer fees cover a defined scope of work for the given billing period and are billed in advance at the beginning of each cycle;
• Client may cancel a retainer engagement with fourteen (14) days' written notice prior to the next billing date to avoid charges for the following period;
• Cancellation notices received after a billing cycle has begun do not entitle the client to a refund for that cycle if work for that cycle has commenced;
• If work for a billing cycle has not yet begun at the time of cancellation notice, a pro-rata refund may be issued for the unused portion at our discretion;
• Unused hours or deliverables within a retainer cycle do not carry over to subsequent periods and are not refundable unless explicitly agreed otherwise in the Service Agreement.

We encourage clients to communicate openly if they feel their retainer scope is not being fully utilized. We are often able to adjust the scope or deliverables within the same budget to better serve changing needs.

We stand behind the quality of our work. If you believe a deliverable does not align with the agreed scope of work or contains material errors, we ask that you notify us in writing within ten (10) business days of delivery.

Upon receiving a quality concern, we will:

1. Review the concern against the agreed scope of work documented in the Service Agreement or engagement brief;
2. Acknowledge the concern in writing within two (2) business days;
3. Provide a revised deliverable at no additional charge if the concern is determined to fall within the original scope;
4. Offer a partial credit or refund in cases where the concern is validated and revision is not a sufficient remedy;
5. Provide a written explanation in cases where the concern is determined not to constitute a material failure under the agreed scope.

Requests for changes in strategic direction, additional scope, or new analysis not included in the original engagement do not qualify as quality concerns and will be assessed as additional work.

The following circumstances do not qualify for refunds under any conditions:

• Dissatisfaction with search engine rankings, organic traffic levels, or any performance metric, as these outcomes are not within our control and are not guaranteed;
• Changes in search engine algorithms occurring after delivery of our recommendations;
• Failure of the client to implement recommendations provided in our deliverables;
• Client's change of business direction, strategy, or priorities after engagement commencement;
• Disagreement with our professional methodology, approach, or recommendations when those were accurately described at the time of engagement;
• Delays caused by the client's failure to provide required materials, access, or timely approvals;
• Services that were fully delivered and accepted by the client, explicitly or implicitly through continued engagement;
• Fees related to third-party tools, software subscriptions, or external services recommended but not directly provided by Atlas Emberline.

To submit a refund request, please contact us in writing with the following information:

• Your full name and the name of the business entity, if applicable;
• The service or engagement for which you are requesting a refund;
• The date of engagement commencement and, if applicable, the date of delivery;
• A clear and specific description of the reason for your refund request;
• Any supporting documentation, correspondence, or deliverables relevant to the request.

We will acknowledge your request within three (3) business days and provide a final determination within ten (10) business days of receiving all necessary information. If approved, refunds will be issued to the original payment method within ten (10) business days of approval. Processing times may vary depending on your payment provider.

We reserve the right to request additional information before making a determination. Incomplete requests will not be processed until all required information is received.

We ask that all refund concerns be communicated to us directly before initiating a chargeback or payment dispute through a credit card company or payment platform. In most cases, we are able to resolve concerns faster and more effectively through direct communication.

If a chargeback is filed without prior communication, we reserve the right to provide documentation of the services rendered and the terms agreed upon to the relevant payment processor or financial institution. Clients who initiate chargebacks for delivered services may be subject to suspension of current and future engagements.

We believe that professional disputes deserve professional resolution. Our team is always available to discuss concerns openly and work toward a fair outcome without escalation.

Atlas Emberline reserves the right to update or modify this Refund Policy at any time. Changes will be reflected by updating the effective date at the top of this document. The version of this policy in effect at the time your payment was received governs your refund eligibility for that transaction. We encourage you to review this policy before initiating any new engagement.