# **🔍 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.