Refund policy
Overview (All Customers)
We offer a 30-day return window from the day you receive your device and a 1-year limited warranty covering manufacturing defects.
To be eligible for any return or warranty evaluation, the device must be in the same physical condition in which it was received, with all original components and packaging. Proof of purchase is required.
The 30-day return window applies to the Ato device. Membership and subscription fees are subject to the “Membership and Subscription Refunds” section below.
30-Day Returns
You may request a return within 30 days of receiving your Ato device.
Conditions:
- Device must be in original physical condition
- All accessories and packaging included
- No physical damage, misuse, or unauthorized modifications
For voluntary returns, return shipping is the customer’s responsibility, unless applicable law requires otherwise.
Once the device is received and inspected, an approved return will be refunded to the original payment method.
To start a return, contact: hello@heyato.ai
Return address: 1525 Van Ness Avenue, San Francisco, CA 94109, United States
Evaluation of Requests
All return and warranty requests are reviewed individually by Ato.
We may ask for order details, photos, videos, troubleshooting steps, or other information needed to evaluate the request.
Approval depends on the type of request, the condition of the device, the timing of the request, and whether the request complies with this policy and applicable law.
Damaged, Defective, or Incorrect Items
Please inspect your order when it arrives.
If your device arrives damaged, defective, or incorrect, contact us immediately at hello@heyato.ai.
Ato will evaluate the issue and provide instructions. If the issue is confirmed, Ato may repair the device, replace it, issue a refund, or provide another appropriate remedy.
Where required by applicable law, Ato will cover return shipping for confirmed defective, damaged, or incorrect items.
1-Year Limited Warranty
Ato devices are covered by a 1-year limited warranty from the delivery date.
This warranty covers manufacturing defects and hardware failures under normal use.
If a defect is confirmed, we will, at our discretion:
- Repair the device
- Replace the device
- Or issue a refund if repair or replacement is not possible
The warranty does not cover:
- Accidental damage
- Misuse or neglect
- Unauthorized repairs or modifications
- Cosmetic wear that does not affect functionality
To start a warranty claim, contact: hello@heyato.ai
Refunds
Refunds are issued after the returned device is received and inspected.
Approved refunds are processed to the original payment method within a reasonable processing time.
Refunds are not available while an order is in transit.
Original shipping fees, customs duties, taxes, carrier fees, and import charges are non-refundable, unless applicable law requires otherwise.
Membership and Subscription Refunds
Device and membership charges are treated as separate components, including when purchased together as part of a discounted bundle.
Monthly membership fees are non-refundable once a billing period has started. Cancellation prevents future charges but does not result in a refund for the current billing period.
Annual memberships are prepaid for 12 months. If a device return is approved within the applicable 30-day return window, the customer may receive:
- A refund of the eligible device purchase price; and
- A refund of the unused portion of the annual membership.
To calculate the unused membership amount, Ato will deduct each month of membership already started at the standard monthly membership price displayed when the annual membership was purchased. Any started month is treated as a full month.
Returning a device does not entitle the customer to a full refund of membership service that has already started.
After the applicable device return window has expired, annual membership payments are non-refundable. Cancellation will prevent future renewals, and membership access will continue through the end of the prepaid term.
Ato may offer additional refunds or credits at its discretion.
European Union – 14-Day Cooling-Off Period
If your order is shipped into the European Union, you may cancel or return it within 14 days of delivery, for any reason.
Conditions:
- Unused, original condition
- All components and packaging
- Proof of purchase
Return shipping is the responsibility of the customer.