🔍 Overview
If you were charged for a Search Atlas subscription when you expected a free trial — or if a charge appeared on your account unexpectedly — this article explains why it may have happened and how to get it resolved quickly.
⚠️ Why an Unexpected Charge May Occur
There are a few common reasons an unintended charge can appear on an existing customer account:
- Trial-to-paid conversion: A 7-day free trial automatically converts to a paid subscription at the end of the trial period if it is not cancelled beforehand.
- Duplicate subscription activation: Signing up through a promotional offer (such as a summit or challenge) while an existing subscription is already active can trigger an additional charge.
- Checkout processing errors: In rare cases, a checkout session may complete and process payment even if the account provisioning step encounters an issue.
- Promotional offer checkout: Special limited-time offers presented through third-party checkout flows (such as event-based or VIP offers) may process immediately without a trial period, even if you expected one.
✅ Am I Eligible for a Refund?
You may be eligible for a refund if any of the following apply to your situation:
- You were charged for a plan you believed was a free trial and did not intend to activate a paid subscription.
- You were charged twice due to a duplicate subscription or a checkout error.
- Your account was charged but your subscription was not properly activated or provisioned.
- The charge occurred within a short window and you have not made significant use of the paid features.
Refund eligibility is reviewed on a case-by-case basis by our billing team. Contacting us promptly after noticing the charge improves the likelihood of a successful resolution.
🛠️ How to Request a Refund
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Log in to Search Atlas and navigate to your account dashboard.
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Locate the charge details — check your email for a payment receipt or go to Top-right corner (avatar) → Billing → Invoices tab to confirm the charge amount, date, and plan name.
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Open the live chat widget in the bottom-right corner of the platform and type human teammate to be connected with a member of our team.
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Provide the following information to help the team process your request quickly:
- The email address associated with your account
- The charge amount and approximate date
- The plan or offer you were charged for (e.g., Growth subscription, summit VIP offer)
- A brief description of what you expected versus what happened
Our team will review your account, verify the charge, and confirm next steps with you directly in the chat.
⏱️ What to Expect After Submitting Your Request
Once your refund request is received by our team:
- A teammate will review your account and billing history, typically within one business day.
- If your refund is approved, the amount will be returned to your original payment method. Processing time is usually 5–10 business days depending on your bank or card provider.
- If the charge is linked to a promotional offer or a specific event checkout, our team may need to coordinate with internal billing systems before confirming the refund status.
- You will be notified through the chat session once the refund has been processed.
🚫 How to Avoid Unintended Charges in the Future
- Cancel before your trial ends: If you sign up for a free trial and decide not to continue, cancel your subscription before the trial period expires to avoid automatic conversion to a paid plan.
- Review checkout details carefully: Before completing any purchase — especially through promotional or event-based offers — confirm whether the checkout includes a trial or charges immediately.
- Check your active subscriptions: If you already have an active Search Atlas subscription, contact support before signing up for a new offer to avoid duplicate charges.
💬 Still Need Help?
If you need further assistance, open the chat widget in the bottom-right corner of the platform and type human teammate to be connected with a member of our team.