🔍 Overview

If you were charged while a platform outage prevented you from accessing Search Atlas or using your credits, you may be eligible for a refund or account credit. This article explains what to expect and how to escalate your request to our billing team for review.

✅ What Qualifies for a Refund or Credit

Search Atlas reviews refund and compensation requests on a case-by-case basis. The following situations are generally considered valid grounds:

• Extended platform outages — periods of confirmed service unavailability that prevented normal use of the platform.
• Credits unused due to downtime — if a billing cycle included an outage that stopped you from consuming purchased credits or running campaigns.

Refunds are not automatically issued. You must submit a request so our team can verify the outage period against your account activity and billing history.

📋 Information to Have Ready Before Contacting Support

Because this requires a manual review by our billing team, having the following details ready will help us resolve your case as quickly as possible:

• The date range when you were unable to access the platform or use credits.
• The invoice amount and approximate charge date associated with the billing period in question.
• A brief description of the features or credits you could not use during the outage period.
• Any error messages or screenshots you captured at the time, if available.
• Your account email address and workspace or project name so our team can locate your billing record quickly.

⏱️ What Happens After You Submit a Request

Once you contact our support team, here is what to expect:

• Our team will verify the outage period against internal incident records to confirm service unavailability on your account.
• Your credit usage and billing cycle will be reviewed to determine the appropriate compensation.
• If approved, a refund or account credit will be applied — our team will confirm the outcome and timeline directly with you.

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.