Refund Policy

Last Updated: August 2026

Introduction

At Shanghai Atlas, we are committed to delivering high-quality relocation services and products that meet your expectations. This Refund Policy outlines the circumstances under which refunds may be granted, the process for requesting a refund, and the applicable timelines. Please read this policy carefully before making a purchase. By purchasing our services or products, you acknowledge and agree to the terms outlined below.

Consultation Services

Eligibility for Refund

• Before Service Delivery — If you cancel your consultation booking at least 48 hours before the scheduled time, you are eligible for a full refund (100%)
• Less Than 48 Hours' Notice — Cancellations made within 48 hours of the scheduled consultation are subject to a 50% cancellation fee. The remaining 50% will be refunded
• No-Show — If you do not attend a scheduled consultation without prior notice, no refund will be issued
• Rescheduling — You may reschedule your consultation up to 24 hours before the scheduled time at no additional cost, subject to consultant availability

Service Quality Concerns

If you are dissatisfied with a consultation that has been delivered, please contact us within 7 days of the session with specific details of your concern. We will review your case and may offer a complimentary follow-up session, a partial refund, or a full refund at our discretion, depending on the nature and severity of the issue.

Full-Service Relocation Packages

Refund Structure

Refunds for comprehensive relocation packages are calculated based on the percentage of services completed at the time of cancellation:

• Before Service Activation (within 7 days of purchase, no services initiated) — Full refund (100%), minus a 5% administrative processing fee
• 0–25% of Services Completed — Refund of 70% of the total package fee
• 26–50% of Services Completed — Refund of 40% of the total package fee
• 51–75% of Services Completed — Refund of 15% of the total package fee
• Over 75% of Services Completed — No refund available

What Counts as Service Completion

Service completion percentage is determined by the deliverables outlined in your service agreement that have been initiated or completed, including but not limited to: initial assessment meetings, property shortlists and viewings arranged, school applications submitted, moving coordination initiated, and concierge services rendered. Third-party costs incurred on your behalf (e.g., application fees, transportation bookings) are non-refundable once paid.

Cancellation by Shanghai Atlas

If we are unable to deliver your service package due to reasons within our control, we will offer a full refund of the unfulfilled portion of your package, or alternatively, a credit for future services at your preference.

Digital Products

Due to the intangible nature of digital products, all sales are final once an order has been placed and the download link has been sent (i.e., the product has been delivered). No refunds will be issued for digital products after delivery.

• All Sales Final — If you have not yet downloaded a digital product, once the order is placed and the download link has been sent (product delivered), no refund will be issued
• Non-Delivery Exception — Due to the nature of digital products, if the download link has not been sent due to an error on our part, you may request a full refund or we will resend the link promptly
• Technical Support — If you experience technical difficulties accessing a purchased digital product, we will first attempt to resolve the issue. If we are unable to resolve it within 5 business days, a refund or replacement will be provided

Physical Products

• Return Window — You may return unused physical products in their original packaging within 30 days of delivery for a full refund, minus shipping costs
• Damaged or Defective Items — If a product arrives damaged or defective, we will offer a free replacement or full refund, including return shipping costs. Please report within 7 days of delivery with photographic evidence
• Incorrect Items — If you receive an incorrect item, we will arrange for the correct item to be shipped at no cost and provide a prepaid return label for the incorrect item
• Change of Mind — Returns due to change of mind are accepted within 30 days, provided the item is in resalable condition. Original shipping costs are non-refundable, and return shipping is the customer's responsibility

Non-Refundable Items and Circumstances

The following are generally non-refundable:

• Services that have been fully delivered and completed
• Third-party fees paid on your behalf (application fees, school registration, transportation bookings, etc.)
• Customized or bespoke services tailored to your specific needs, once work has commenced
• Digital products once the order is placed and the download link has been sent
• Physical products that have been used, damaged by the customer, or returned without original packaging
• Cancellations due to circumstances within the customer's control (e.g., change of relocation plans, failure to provide required documentation)

Refund Request Process

To request a refund, please follow these steps:

• Step 1 — Contact us at koojasmyn@gmail.com with your order number, purchase date, and reason for refund request
• Step 2 — Our team will review your request and may request additional information or documentation
• Step 3 — You will receive a decision within 5–7 business days of submitting your complete request
• Step 4 — Approved refunds will be processed to the original payment method within 7–14 business days. Processing time may vary depending on your payment provider

Partial Refunds and Credits

In some cases, we may offer a partial refund or service credit as an alternative to a full refund. Service credits are valid for 12 months from issuance and may be applied to future Shanghai Atlas services. The choice between refund and credit will be presented to you, and you may select your preferred option.

Disputes

If you disagree with a refund decision, please contact us to discuss your concerns. We are committed to resolving disputes fairly and amicably. If a resolution cannot be reached through direct communication, the dispute shall be governed by our Terms of Service regarding dispute resolution.

Contact Us

For refund inquiries or to submit a refund request, please contact our refunds team:

Email: koojasmyn@gmail.com
Response Time: Within 5–7 business days

This Refund Policy was last updated in August 2026. We reserve the right to modify this policy at any time; changes will be posted on this page with an updated revision date.