📋 Overview
We want every customer to feel confident about their purchase. This article explains how refunds work at Search Atlas, what our refund windows cover, and what options are available if you are unhappy with your plan or a service after that window has closed. It also addresses concerns specific to implementation services and consultation calls.
⏱️ How Our Refund Policy Works
Search Atlas has a no-refund policy, with limited exceptions. The refund window depends on your plan:
- Monthly plans: within 48 hours of your initial subscription purchase.
- Annual plans: within 72 hours of billing. A 50% refund may be granted.
To qualify, you must have used less than 10% of the quota on every tool. Requests are made through live chat and reviewed individually.
- Eligible: requests made inside the window above for your initial purchase, with usage under 10%.
- Not eligible: requests made after the window, charges from a previous billing cycle or prior month, promotional or discounted plans, and add-ons, upgrades or other purchases made after your initial subscription.
Because the window is tied to your payment date, a plan purchased last month falls outside it.
⚖️ Refunds vs. Service Quality Concerns
It is important to separate two different situations, because they are handled in different ways.
1. Refund Requests
A refund returns the money you paid for your subscription. Refunds are governed by the refund windows above. Once that window closes, the purchase is considered final.
2. Service Quality Concerns
If you were disappointed with an implementation service or a consultation call, this is a service quality matter rather than a billing matter. While these concerns may fall outside the refund window, we still want to make things right. We take feedback about our services seriously and have several ways to address it (see below).
🧭 What to Do If You Are Outside the Refund Window
If your purchase is past the refund window but you are unhappy with the value or quality you received, please do not assume there is nothing we can do. Follow these steps:
- Gather the details. Note your account email, the plan or service purchased, the approximate date, and a clear description of what fell short. For consultation calls or implementation work, specific examples help us investigate.
- Contact our support team. Reach out through live chat. Include the details from step 1.
- Request a service review. Ask our team to review the quality of the implementation service or consultation call you received. We can look into what happened and identify the best path forward.
- Explore available remedies. Depending on the situation, we may be able to offer alternatives such as a redo of the service, an additional consultation, account credits, or guidance to help you get more value from your plan.
🔍 How We Handle Service Quality Cases
When you raise a concern about an implementation service or consultation call, our team will:
- Review the work that was delivered and any recordings or notes from your consultation.
- Confirm what was promised versus what you experienced.
- Determine the most appropriate resolution, which may include re-delivering the service, scheduling time with a specialist, or applying account credit at our discretion.
While outcomes are evaluated case by case and a monetary refund may not always be possible outside the policy window, our goal is to ensure you receive the value you signed up for.
📰 Refunds for Press Releases and Digital PR Orders
Press release and digital PR orders are handled separately from subscription plans and are not subject to the plan refund windows. Refunds for these orders are issued automatically in Hyper Drive credits when placements fail:
- Fully failed order: a full refund in Hyper Drive credits.
- Partially failed order: a proportional partial refund based on the number of failed placements.
You can confirm the refunded amount for any rejected placement directly in the Refunded column of the View Status table for your press release order, without contacting support.
💡 Tips to Avoid Refund Issues in the Future
- Evaluate early. Test core features and book any included onboarding or consultation calls within your first few days so you can make decisions inside your refund window.
- Track your billing date. Keep a note of when your subscription renews so you are aware of upcoming charges.
- Manage renewals in advance. If you do not plan to continue, cancel before your next billing date to prevent a new charge. Cancelling stops future renewals but does not refund a charge that is already outside the window.
- Share feedback promptly. If a service does not meet expectations, tell us right away. The sooner we know, the more options we have to help.
❓ Frequently Asked Questions
Can I get a refund for a plan I bought last month?
A purchase from last month falls outside the refund window, so a standard refund is not available. However, if your concern is about the quality of an implementation service or consultation call, please contact us for a service review. We will look into your case and work toward a fair resolution.
The consultation call and implementation were poor quality. What can I do?
Reach out to support with specific details. We will review the work delivered and may offer remedies such as redoing the service, an additional session, or account credit, even if a cash refund is not possible.
Does cancelling my plan give me a refund?
Cancelling stops future charges but does not refund a payment already made outside the refund window.
How are refunds handled for press releases or digital PR orders?
Press release and digital PR orders are not covered by the plan refund windows. If a placement fails, a refund is issued in Hyper Drive credits: a fully failed order is refunded in full, and a partially failed order receives a proportional refund based on the failed placements. The refunded amount appears in the Refunded column of the View Status table for the order.
🤝 Need More Help?
If you have questions about a charge or were not satisfied with a service, contact our support team through in-app chat typing "Human Teammate". Share your account details and a description of the issue, and we will do our best to find the right solution for you.