Refund Policy & Eligibility

💳 Understanding VIP Trial Billing and Refund Requests

🔍 What Is the VIP Trial and How Does Billing Work? The Search Atlas VIP trial gives you temporary access to the platform at a special promotional price. When your trial period ends, your account automatically transitions to a paid monthly subscription unless you cancel before the trial concludes. The standard monthly subscription rate after the trial is $199/month. This charge is applied automatically to the payment method you provided at checkout on the date your trial expires. 📋 What's Included in Your VIP Purchase? Your VIP trial purchase includes access to a defined set of Search Atlas tools and features for the duration of the promotional period. Depending on the specific offer you enrolled in, this may include: - OTTO SEO — AI-powered on-page optimization recommendations - Site Auditor — technical SEO health checks and issue detection - Keyword Research Tools — search volume, difficulty, and opportunity data - Backlink Analyzer — link profile insights and competitor comparison - Content Planner — topic clustering and content gap analysis - Rank Tracker — keyword position monitoring across search engines The exact features available depend on the plan tier associated with your VIP offer. You can verify your current plan and active features by navigating to Avatar (top-right) → Billing → Plans & Top-ups inside your dashboard. ⚠️ Why Was I Charged After My Trial? If you see a charge of $199 on your billing statement after your trial period, it means your account rolled over to a paid monthly subscription. This is standard practice and is disclosed at the time of your VIP purchase. Common reasons customers are surprised by this charge include: - The trial end date was not noted and the cancellation window was missed - A cancellation was initiated but not fully confirmed in the platform - A duplicate subscription was created due to a checkout error - A plan downgrade request was submitted but not processed before the billing cycle If you believe you were charged in error — for example, you were double-charged, charged after confirming a cancellation, or charged at the wrong plan rate — you may be eligible for a refund. 🔄 How to Request a Refund or Dispute a Charge Search Atlas reviews billing disputes on a case-by-case basis. To submit a refund request, follow these steps: 1. Log in to your Search Atlas account and navigate to Avatar (top-right) → Billing → Invoices tab to locate the charge details and invoice. 2. Take note of the charge date, amount, and any relevant subscription or invoice ID shown in your billing history. 3. Open the live chat widget in the bottom-right corner of the platform and type human teammate to be connected with a support agent. 4. Share the charge details and explain the circumstances of your dispute. Our team will review your account and billing history. 5. If your refund is approved, processing typically takes 5–10 business days depending on your payment provider. ✅ How to Avoid Unexpected Charges in the Future To prevent being billed for a plan you no longer want, take these proactive steps: - Cancel before your trial ends — Go to Avatar Menu (👤) (Avatar Menu (👤), top-right) → Billing → Services, click the ⋮ (Actions) button on your plan, and select Cancel before the trial expiry date. - Confirm your cancellation — Always look for an on-screen confirmation message or email after cancelling. If you do not receive confirmation, your cancellation may not have been processed. - Downgrade instead of cancelling — If you want to stay on Search Atlas but at a lower cost, use the plan downgrade option and confirm the new plan is active before your next billing date. - Check your billing date — Under Avatar (top-right) → Billing → Plans & Top-ups you can see the date your recurring quotas next reset. Your plan's renewal date is listed on the Services tab of the same Billing page (on annual plans the two dates differ). Use these to plan any changes in advance. 💬 Still Have Questions? 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.

💰 Refund Requests After Trial Period Explained

🔍 Overview If you signed up for a Search Atlas free trial, had trouble finding the cancellation option, and are now wondering whether you qualify for a refund, this article explains exactly how our trial and refund process works — and what steps to take. 🗓️ How the Free Trial Works Search Atlas offers a 7-day free trial on eligible plans. During this period you can explore the platform at no charge. Once the trial ends, your selected plan is billed automatically unless you cancel beforehand. - The trial lasts 7 days from the date you sign up. - You will not be charged during the trial window. - Cancelling before the trial ends prevents any charge from being applied. - If you cancel during the trial, your account remains accessible until the trial period concludes — you are not locked out immediately. ❌ How to Cancel Your Subscription You can cancel your Search Atlas subscription directly from within the platform without contacting support. Follow these steps: 1. Log in to your Search Atlas account. 2. Click your avatar in the top-right corner. 3. Navigate to Billing → Plans & Top-ups. 4. Select Manage Subscription and follow the on-screen prompts. 5. You will receive a confirmation once cancellation is processed. If you previously cancelled but would like to continue using Search Atlas, you can reactivate your account at any time from the same Billing section. 💳 Refund Eligibility Refund decisions are reviewed on a case-by-case basis. The following factors are typically considered: - When you cancelled — whether cancellation happened during or after the trial period. - Usage — how much of the platform was accessed during the billing cycle. - Billing date — how recently the charge was applied. While we cannot guarantee a refund in every situation, our team is committed to reviewing your case fairly. If you believe a charge was applied in error or you experienced genuine difficulty cancelling, please reach out — we want to make things right. ⚠️ Common Reasons Charges Occur After a Trial - The trial period expired before cancellation was completed. - The cancellation flow was not fully completed — always look for a final confirmation message. - The account was reactivated after a previous cancellation. ♻️ Already Cancelled? Here Is What Happens Next If you have already cancelled your subscription: - Your account access continues until the end of the current paid period. - You will not be billed again after cancellation is confirmed. - You can reactivate at any time if you change your mind. 🛠️ Need Help With a Refund Request? Our support team can review your account, verify your cancellation date, and process eligible refunds. 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. When you reach out, it helps to have the following ready: - The email address associated with your account. - The date you signed up and the date you cancelled. - A brief description of the difficulty you experienced.

💳 Understanding Trial Eligibility and Refund Requests

🔍 Why You Were Charged Instead of Getting a Free Trial Search Atlas offers a free trial exclusively for new customers who have never previously held an active subscription. If your account has an existing or prior subscription on record, you are not eligible for the free trial period. When an ineligible account attempts to activate a trial, the system automatically applies the standard subscription charge instead. This means you may see an unexpected charge rather than the expected $0 trial period. 📋 Common Reasons You May Be Ineligible - You previously had an active Search Atlas subscription under the same account or email address. - Your account was already upgraded or modified before the trial was activated. - A team member or billing admin on your account previously started or completed a trial. - Your account was created through a promotion or partner arrangement that excludes standard trials. 💳 How to Request a Refund If you believe you were charged in error — for example, you are a genuinely new customer who has never held a Search Atlas subscription — you may be eligible for a refund. Because eligibility is determined by reviewing your account history, this requires assistance from our support team. To help us investigate as quickly as possible, please have the following ready before reaching out: - The charge amount shown on your statement - The date of the transaction - The account name associated with your Search Atlas account Our team will review your account history and the charge. If a refund is warranted, it will be processed as quickly as possible. ⚙️ What Happens After a Refund Is Issued If a refund is approved: - The amount will be returned to the original payment method on file. - Your subscription will be adjusted or cancelled as agreed during the support conversation. Please note that approved refunds are processed on a case-by-case basis and are subject to Search Atlas's billing and refund policy. 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.

💳 Fix Trial Issues, Duplicate Charges & Refund Requests

🔍 Overview If you were promised a free trial but were charged immediately, have payments spread across two accounts, or need clarification on what your payments cover, this article explains what these issues typically involve and how to get them resolved by our team. ⚠️ Common Billing Issues This Article Covers - Immediate charge instead of delayed trial billing — You signed up for a plan with a promised 30-day trial but were billed right away. - Duplicate charges across two accounts — Payments were made under two separate email addresses, resulting in double billing. - Trial applied to the wrong account — Your trial period is attached to an email you no longer use or did not intend to activate. - Unclear payment history — You have made multiple payments and are unsure what plan, period, or account each charge covers. 🧾 Step 1: Gather Your Billing Information Before contacting our team, collect the following details so your case can be reviewed and resolved as quickly as possible: 1. The email addresses associated with all Search Atlas accounts you have access to. 2. The exact dates and amounts of all Search Atlas charges as they appear on your bank or credit card statement. 3. The email address you want to keep as your primary account, if you have two accounts you want consolidated. 4. Any written communication (such as an email or chat transcript) where a 30-day trial or delayed billing was promised to you. 5. A description of the issue — for example, whether you were charged immediately, charged on two accounts, or unsure which account holds your active plan. 🔄 Step 2: Understand What Our Team Can Do Because billing corrections, account consolidation, and refund processing require changes on our backend, these issues cannot be self-resolved from within your account. Here is what our support team handles: - Trial misapplication — If a trial was promised but not applied correctly, our team can review the account history and apply the appropriate adjustment. - Duplicate charges — If you were billed on two accounts, our team can identify the overlap and arrange a correction or refund for the duplicate payment. - Account consolidation — If you have two active accounts, our team can consolidate them so your data and subscription are under a single email address and you are only billed once going forward. - Refund requests — Our team can review the circumstances of your charges and process a refund where applicable. 📋 Step 3: What to Have Ready When You Escalate To help our team resolve your billing issue efficiently, please have the following ready when you reach out: - All email addresses linked to your Search Atlas accounts - The exact charge dates and amounts as shown on your bank or credit card statement - The email address you wish to retain as your primary account - Any documentation of a promised trial or delayed billing 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.

💰 Requesting a Refund Under a Policy Exception

🔍 Overview Search Atlas has a standard no-refund policy for subscription fees. However, we recognise that exceptional circumstances — such as a verified, unresolved product bug that prevents you from using the platform — may qualify for a policy exception refund. This article explains the criteria and how to get your request in front of the right team. ✅ When a Policy Exception May Apply A refund exception is considered on a case-by-case basis. The following conditions generally support eligibility: - Verified product bug: A technical issue has been confirmed by our engineering team that directly prevents core platform functionality from working for your account. - Unresolved for an extended period: The bug remained unresolved despite active escalation, leaving the product unusable for your account. - Active subscription during the affected period: You were billed for one or more subscription periods during which the issue made the product unusable. - Documented communication: You reported the issue through the platform's support chat and received acknowledgement from the Search Atlas team. Meeting these conditions does not guarantee a refund, but it does make your case eligible for formal review and exception approval. 📋 How to Submit a Refund Exception Request To request a policy exception refund, please have the following ready before reaching out to our support team: - The dates on which the bug was first reported and any subsequent follow-ups - Confirmation messages or acknowledgements you received from our support team - A description of the affected features and how they prevented you from using the platform - The billing periods impacted by the issue - Your account email address and subscription plan details Once you have this information ready, reach out to our support team. Providing complete details upfront helps ensure your request is handled as efficiently as possible. ⏱️ What Happens After You Submit Once your request is received, a support team member will review the details you have provided and assess whether your situation qualifies for a policy exception. If your case meets the relevant criteria, it will be escalated internally for approval consideration. You will be informed of the outcome through the support chat. Please note that all refund policy exception decisions are made on a case-by-case basis, and approval is not guaranteed. The review process may take some time depending on the complexity of the case. 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.

💳 Duplicate Account Refund Requests and Policy

🔍 What Is a Duplicate Account? A duplicate account occurs when the same person or team creates more than one Search Atlas account — often accidentally — and ends up with two active subscriptions covering the same website or project. This can happen when signing up with a different email address or when a team member creates a second account without realising one already exists. 📋 Before You Request a Refund Please confirm the following before reaching out to our team: - You have two separate Search Atlas accounts — both created under your name or organisation. - Both accounts are subscribed to a paid plan — a duplicate account concern does not apply to free or trial accounts. - The duplication was accidental — intentional creation of multiple accounts for the purpose of bypassing plan limits is not eligible for a refund. - You have not made significant use of the second account — extensive usage of the duplicate account may affect refund eligibility. 💡 How to Check If You Have a Duplicate Account Follow these steps to verify whether a second account exists under your organisation: 1. Log in to your primary Search Atlas account. 2. Click your avatar in the top-right corner of the platform. 3. Select Team Members from the menu (or navigate to /settings). 4. Review the list of users and email addresses associated with your account. 5. If a colleague or team member signed up separately, their account would not appear here — they would need to log in independently and check their own subscription. If you are unsure which account is the duplicate, gather the email addresses and sign-up dates for both accounts before contacting support. This will speed up the review process. ⚙️ Search Atlas Duplicate Account Refund Policy When a duplicate charge is confirmed, here is what our policy covers: - Full refund of the duplicate charge: Confirmed duplicate charges are always refunded in full to your original payment method. The original valid charge is not refunded. - Proof of duplication: Our support team will verify that two accounts exist for the same user or organisation before processing any refund. - Cancellation: Our support team cancels the duplicate subscription for you; you do not need to cancel it yourself. 🚀 How to Submit a Refund Request To request a refund for a duplicate account, follow these steps: 1. Log in to the Search Atlas account you wish to keep as your primary account. 2. Open the chat widget in the bottom-right corner of the platform. 3. Type human teammate to be connected with a support agent. 4. Provide the following details to help us resolve your request quickly: - The email address associated with your primary account - The email address associated with the duplicate account - The approximate date the duplicate account was created - A brief description of how the duplication occurred Our team will review your case, verify the accounts, and respond with next steps — including whether a refund is approved and how long it will take to process. 🛠️ Prevent Duplicate Accounts in the Future To avoid this situation going forward, keep these tips in mind: - Use Team Members (avatar → Team Members in the top-right corner) to add colleagues to your existing account instead of having them create separate accounts. - Always check whether a Search Atlas account already exists before signing up with a new email address. - Use a shared company email or a password manager to keep track of your login credentials. 💬 Need Further 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.

💳 Handling Unintended Trial Charges and Refunds

🔍 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 1. Log in to Search Atlas and navigate to your account dashboard. 2. 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. 3. 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. 4. 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.

💳 Understanding Search Atlas's 48-Hour Refund Policy

💡 Overview Search Atlas offers a 48-hour refund window for monthly and quarterly subscription charges (annual plans have a 72-hour window eligible for a 50% refund). Both require less than 10% tool quota usage. If you request a refund within the applicable window of a payment processing, our billing team can review and approve it. Requests made after this window has closed are generally outside the scope of our refund policy, though limited exceptions exist (see below). ⏱️ How the 48-Hour Window Works The refund window begins the moment a payment is successfully charged to your account. Here is what you need to know: - The 48-hour clock starts at the exact time and date your payment is processed — not when your billing cycle renews or when you receive a receipt. - Cancelling your subscription after a payment has processed does not automatically trigger a refund. - Cancellation stops future charges but does not reverse a charge that has already been made. - If your cancellation request falls within 48 hours of the charge, you should contact support immediately to request a refund review. 📋 What Happens When You Cancel After a Payment When a subscription renews and you cancel shortly after, two things happen independently: 1. Cancellation — Your subscription is stopped and no future payments will be charged. 2. Refund eligibility — Our billing team checks whether your cancellation request falls within the 48-hour window from the payment date. If the request is outside the 48-hour window, the charge is confirmed as non-refundable under our Terms of Service. Your account will remain active until the end of the paid billing period, and no further charges will occur. ✅ How to Request a Refund Within the Window If you have just been charged and want to request a refund, act as quickly as possible. Follow these steps: 1. Log in to your Search Atlas account immediately after noticing the charge. 2. Open the chat widget in the bottom-right corner of the platform. 3. Type human teammate to be connected with a support agent. 4. Provide your account email, the charge amount, and the date the payment was processed. 5. Explicitly request a refund and mention that you are within the 48-hour window. The faster you act, the better your chances of falling within the eligible period. Our team will confirm the charge timestamp and process your request with the billing team if it qualifies. ❌ Why Refunds Are Denied Outside the Window Our billing policy sets a 48-hour limit for monthly and quarterly plans (72 hours for annual plans at 50%) to maintain fair and consistent treatment for all customers. Once this window has passed: - The charge is generally considered final and non-refundable. - Limited exceptions may apply, for example when a verified platform issue prevented you from using the service; these are reviewed case by case. - Approved refunds are processed in 7-10 business days. This is consistent with the Terms of Service you agreed to when signing up for Search Atlas. 💡 Tips to Avoid Missing the Refund Window - Set a reminder before your billing renewal date so you can decide whether to continue or cancel in advance. - Cancel before your renewal date if you do not want to be charged for the next cycle — this is the most reliable way to avoid unwanted charges. - Monitor your email for payment confirmation receipts, which mark the start of the 48-hour window. - Act immediately if you see an unexpected charge — do not wait to contact support. 🛠️ Still Have Questions? 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.

💳 Refund for Charge During 7-Day Free Trial

📋 Understanding the Issue Some customers have reported being charged immediately after starting a 7-day free trial instead of at the end of the trial period. This can happen due to a billing system timing issue that our engineering team has addressed in recent updates. If you were charged during your trial window you are eligible for a full refund. ✅ Eligibility for Refund You qualify for a refund if: - You started a 7-day free trial - You were charged before the trial ended - The charge occurred within the trial period Our specialized billing team processes these refunds promptly once verified. 🛠️ How to Request a Refund To get your refund processed: 1. Open the chat widget in the bottom-right corner of the platform 2. Type human teammate to connect with our support team 3. Provide your account email and the date you started your trial 4. Mention that you were charged during the 7-day free trial window Our team will verify your trial start date and the charge timestamp then process a full refund to your original payment method. ⏱️ Refund Timeline After the refund is processed it may take several business days to appear in your account depending on your financial institution. The refund will be issued for the full amount charged. 🔧 System Improvements Our engineering team has deployed fixes to prevent premature charges during free trials including deferring plan upgrade charges until the trial ends and resolving onboarding subscription conflicts that blocked trial access. 💬 Need Further 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.

💰 Free Trial Refund Process

📋 Overview If you started a 7-day free trial and were charged despite being ineligible, you can request a refund. Our billing team reviews each case and may approve an exception. Refunds are issued to the original payment method and typically appear within 5–10 business days. 🔍 Verify Your Trial Eligibility Before requesting a refund, confirm the following: - You have not previously used a free trial on this or any associated account. - Your account does not have a past-due or cancelled subscription that would disqualify you. - No custom deal or promotion was applied that overrides the standard trial terms. 🛠️ Request a Refund 1. Gather your charge details: date, amount, and currency (e.g., $236 CAD on June 18). 2. 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. 3. Provide the charge details and state that you believe you were ineligible for the free trial. 4. Our billing team will review your account history and trial eligibility. 5. If approved, the refund will be processed to your original payment method. ⏱️ Refund Timeline Approved refunds typically reflect in your account within 5–10 business days, depending on your financial institution. 🛡️ Prevention Tips - Check your subscription status before starting a trial to ensure no pending cancellations or past-due balances exist. - Review the checkout page carefully — if it shows a free trial but you have used one before, you may not be eligible. - Monitor your payment method for unexpected charges after trial sign-up. ❓ Need Further 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.

💸 Refund After Free Trial Charge

📋 Understand the Refund Process If you were charged after your free trial ended and have already canceled your paid subscription, you may request a refund via live chat. Refunds are not guaranteed and are reviewed case by case; they may be full or partial (annual plans: max 50% within 72 hours). Approved refunds are processed back to your original payment method and typically reflect within 5–10 business days. ✅ Confirm Your Subscription Is Canceled Before requesting a refund, ensure your paid subscription has been fully canceled. You can check this by clicking your Avatar (top-right) → Billing (Billing page). 🛠️ Request a Refund If your subscription is canceled and you were charged, 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. Provide your invoice number (e.g., 88073) and confirm you want to keep the free version only. ⏱️ Refund Timeline Once approved, refunds are issued to the original payment method. Expect the refund to appear within 5–10 business days, depending on your bank or card issuer. 💡 Keep the Free Version After the refund is processed, your account will remain on the free plan. You can continue using Search Atlas with free-tier features.

💳 Refund for Unexpected Free Trial Charge

🔍 Why You Were Charged Search Atlas offers a 7-day free trial for new accounts only. If you previously used a free trial on this email address or account, a new trial will not apply and the subscription begins immediately with a charge. In the case our team reviewed, the customer had an earlier trial on March 10, 2026, so the recent sign-up started a paid plan right away. 🛠️ Steps to Resolve 1. Log in to your Search Atlas account. 2. Go to Billing via the top-right corner Avatar Menu (👤) and cancel the active plan to stop future charges. 3. 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. 4. Request a refund for the charge, referencing that you were not eligible for a new free trial due to a prior trial. 💡 Refund Details Once approved, the refund is issued to the original payment method. Refunds typically reflect within 5–10 business days. The amount refunded matches the charge (e.g., $99 for a monthly Pro plan). ⚙️ Prevent Future Issues Before starting a new sign-up, check your email history for past trial confirmations from Search Atlas. Only first-time accounts qualify for the free trial. If you are unsure, contact support via the chat widget before entering payment details.

💰 Refund Post-Trial Renewal Charge

🔍 Identify the Charge Check your invoice and email associated with the charge. In this case the charge was a post-trial renewal for the account neeldas1209@gmail.com with invoice number KDTOCLZW-0004. 🛑 Cancel the Subscription Log in to your Search Atlas account, go to Billing > Subscription, and cancel the active plan. This prevents any future renewals. 📩 Request a Refund 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. Provide the invoice number and request a refund for the post-trial charge. ⏱️ Refund Timeline Once approved, the refund is processed to the original payment method. Refunds typically reflect within 5–10 business days.

💳 Understanding Free Trial Charges and Refunds

🔍 Why Was I Charged During My Free Trial? Search Atlas offers a 7-day free trial on select plans. However, a charge may appear on your statement in the following situations: - Card authorisation hold: When you enter your payment details at checkout, your bank may place a temporary authorisation hold to verify the card. This is not a real charge and typically disappears within 3–5 business days. - Trial already used: The free trial is available once per account. If you have previously used a free trial, your new subscription will be billed immediately from the start date. - Pending cancellation status: If your account was in a pending cancellation state when you re-subscribed, the checkout may have displayed a free trial offer that did not apply to your account. In this case, a charge is processed at signup. - Plan or billing cycle mismatch: Some promotional plans or checkout flows may not include a free trial. Always confirm the trial terms shown on the final checkout screen before completing your purchase. ✅ Am I Eligible for a Refund? Refund eligibility depends on the specific circumstances of your charge. As a general guideline: - If you were charged immediately and the checkout screen clearly showed a 7-day free trial that should have applied to your account, you may be eligible for a refund. - If your account had already used a free trial previously, the charge is expected and a refund would not typically apply. - If the charge is a temporary authorisation hold from your bank, no refund is needed — the hold will be released automatically. Our support team reviews each refund request individually and will confirm your eligibility based on your account history. 📋 What Information to Have Ready To help our team resolve your request as quickly as possible, please have the following details available before reaching out: - The email address associated with your Search Atlas account - The date and amount of the charge you are disputing - A screenshot of the checkout screen showing the free trial offer (if available) - The name of the plan or promotion you signed up for ⏱️ How Long Does a Refund Take? Once a refund is approved, processing times vary depending on your payment method and bank: - Credit or debit card: Typically 5–10 business days to appear on your statement. - Temporary authorisation holds: Released automatically within 3–5 business days without any action required. You will receive confirmation from our team once a refund has been issued on our end. 💬 How to Request a Refund Our support team is ready to review your case and process a refund if you are eligible. 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.

💳 Free Trial Upgrades, Charges, and Refunds

🔍 Overview If you upgraded your Search Atlas plan during a free trial — for example, after attending a marketing summit or promotional event — you may have been charged immediately rather than at the end of your trial period. This article explains why that happens, what recent improvements have been made to our billing system, and what to do if you believe you were charged incorrectly. ⚙️ How Free Trial Billing Works Search Atlas offers a 7-day free trial so you can explore the platform before committing to a paid plan. Here is how billing is intended to work: - During the trial: You should not be charged for your subscription. - At the end of the trial: Your first payment is collected automatically based on the plan you selected. - If you upgrade mid-trial: Previously, upgrading to a paid plan during the trial triggered an immediate charge. This behaviour has now been corrected — upgrades made during the trial period will defer the charge to the end of your 7-day trial window. 🛠️ Known Issues We Have Fixed Our engineering team has resolved several billing issues that may have affected customers who upgraded during a free trial. These fixes are either live or in active release: - Immediate charge on mid-trial upgrade: Resolved. Plan upgrades initiated during the free trial will no longer trigger an immediate charge. The charge is now deferred to the end of the 7-day trial. - Spiffy Checkout integration: An updated checkout experience has been launched to improve how plan selections and payments are processed during promotional events. If you were charged immediately after upgrading during a free trial before these fixes were applied, your charge may have been the result of this now-resolved issue. 🚨 If You Were Charged Unexpectedly If you believe you were charged during your free trial when you should not have been, follow these steps: 1. Check the date your trial started and compare it to the date on your charge. If the charge occurred before your 7-day trial ended, this may be an error. 2. Log in to Search Atlas and navigate to the top-right Avatar Menu (👤) → Billing to review your payment history and current plan status. 3. Confirm that the plan you selected is active and that your account reflects the correct subscription tier. 4. If the charge appears incorrect or your plan upgrade did not apply properly, contact our support team immediately (see below). 💡 Refund Eligibility Refund requests are reviewed on a case-by-case basis. To be considered for a refund, the following generally applies: - You were charged during an active free trial period. - The charge was triggered by a mid-trial upgrade before our billing fix was applied. - Your account activity shows no significant platform usage after the charge that would indicate intentional paid plan use. Our team will review your account details and billing records before approving any refund. Refunds, when approved, are typically returned to the original payment method within 5–10 business days, depending on your bank or card provider. 📊 Preventing Billing Surprises To avoid unexpected charges in the future, keep these tips in mind: - If you plan to upgrade during a promotional event or summit, confirm your trial start date first so you know when billing will begin. - Review the plan summary screen during checkout — it will display the amount and the date your first charge is scheduled. - Check your top-right Avatar Menu (👤) → Billing page after any plan change to verify the upgrade was applied correctly. 🤝 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. Please have the following ready to help us resolve your case quickly: your account email address, the date of the charge, the amount charged, and any confirmation emails or receipts you received. Additional Notes To avoid any charge, you must cancel your account before your free trial period expires. We recommend cancelling with enough time before your trial end date to ensure the cancellation is fully processed. To cancel, locate the subscription or billing settings within the platform.

💸 Request Refund for Unexpected Post-Trial Charge

🔍 Understand the Charge If you were charged after a free trial without actively subscribing, the charge may be linked to an active OTTO project on your account. Even if you did not complete signup, an OTTO project can trigger billing. 🛠️ Remove or Deep-Freeze Your OTTO Project Before requesting a refund, ensure no OTTO projects are active: 1. Log in to your Search Atlas account. 2. Navigate to OTTO SEO → All Sites (SEO Automation). 3. Locate any active OTTO projects. 4. Either delete the project or use the deep-freeze option to stop all associated billing. This step is required to prevent future charges and qualify for a refund. 💬 Request a Refund via Support Once the OTTO project is removed or frozen, contact support to initiate the refund: 1. Open the chat widget in the bottom-right corner of the platform. 2. Type human teammate to connect with a support agent. 3. Provide your account email and mention the unexpected post-trial charge. 4. Confirm that you have removed or deep-frozen the OTTO project. The agent will submit a refund request using the standard template. ⏱️ Refund Details and Timeline After approval, you will receive confirmation with the following details: - Refund Amount: Full amount charged (e.g., $199) - Refund Method: Original payment method - Expected Timeframe: Refunds typically reflect within 5–10 business days 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.

📰 Press Release Refund Policy Explained

📋 Refund Eligibility Window Refunds for press release orders are only available within 72 hours of the original purchase, as stated in the Terms of Service. After this window, refunds to the original payment method cannot be processed, even if the distribution did not achieve the expected placements. 🔄 Credit Usage and Plan Quotas If your press release order was part of a plan that includes a monthly or annual quota of credits, and that full quota has already been used, a refund is not available. The system considers the quota consumed once the order is placed, regardless of the publication outcome. 💳 Account Credit Alternative When a refund is not possible due to policy limits, the billing team may offer an account credit instead. This credit can be applied toward future press release orders or other services within the platform. Customers may accept or decline this offer, but no further refund options are available if the credit is rejected. 📊 Check Publication Status and Refund Details You can review the publication status of each press release, including per-channel delivery results and any refund amounts applied, in the Publication Status section. This helps confirm whether the order was fully or partially fulfilled. 💰 View Refund History in Billing All processed refunds for press release orders appear in the Top-right corner (avatar) → Billing → Activity Log tab. If a refund was issued, it will be listed there with the amount, date, and associated order. If no refund appears, it means the request did not meet the eligibility criteria. ⚠️ What to Do If Distribution Fails If a press release fails to publish, you can request a resend using your available credits. Note that a resend does not extend the 72-hour refund window from the original purchase date. If the resend also fails, the same refund policy applies based on the original transaction date and quota usage. 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.

💰 Understanding Search Atlas 48-Hour Refund Policy

📅 How the 48-Hour Refund Window Works The 48-hour refund period begins at the exact payment processing time, not the invoice date. This means the clock starts when your payment is actually processed, which may be one or two days after the invoice is generated. For example, if your payment was processed on June 13th, the 48-hour window ends on June 15th. A refund request submitted on June 16th would fall outside this window, even if the invoice was dated earlier. 🔍 Checking Your Invoice and Charge Dates To verify the dates on your account: 1. Log in to your Search Atlas account 2. Go to the Billing or Invoices section 3. Locate the relevant invoice and note the payment processing time and charge date 4. Compare these dates to when you submitted your refund request 📝 Submitting a Refund Request If you believe you are within the 48-hour window from the payment processing time: 1. Open the chat widget in the bottom-right corner of the platform 2. Type human teammate to connect with our billing team 3. Provide the invoice number and dates for reference Our team will review your request using the official Refund Request Template. If approved, refunds are issued to the original payment method and typically appear within 5–10 business days. ⚠️ Important Notes - The 48-hour policy is based on the exact payment processing time, not the invoice date or statement date - Credits or discounts may be offered as alternatives, but you can request a full refund review - All refund decisions are made by the billing team after verification 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. Additional Notes If you were charged unexpectedly after signup (e.g., expected a free trial), treat it as a billing discrepancy — not a late refund. Contact support immediately even after 48 hours, explain what was promised at signup. Team has a dedicated Internal Billing Issue escalation path for priority review.

💰 Refund Policy for VIP and SEO Packages

📋 Overview of Our Refund Policy Search Atlas offers a clearly defined refund window for all add-on purchases, including the VIP package and group SEO package. Understanding this policy before purchasing helps you make confident decisions about your subscription. Refund eligibility is based on the date of purchase, not on whether the features have been used. Once the refund window has passed, purchases are considered final — regardless of onboarding status or feature usage. ⏱️ Refund Eligibility Window To be eligible for a refund on any Search Atlas package, your request must be submitted within 3 days of the original purchase date. This applies to: - The VIP package - The group SEO package - Any other add-on or upgrade purchased within your account Requests submitted after this window are outside our standard refund policy and are not automatically approved. ❓ What If I Haven't Used the Features Yet? Non-usage of a package or feature does not automatically qualify a purchase for a refund once the eligibility window has closed. Access to the features is granted at the time of purchase, not at the time of first use. Common scenarios that do not override the refund window include: - Purchasing a package before completing your onboarding - Not logging in or activating the features after purchase - Deciding the package is not the right fit after the window has passed We strongly recommend reviewing all package details and confirming your needs before completing a purchase. 🔍 How to Check Your Purchase Date You can verify the date of any package purchase by checking the billing confirmation email sent to you at the time of purchase, or by reviewing your payment records. If you are unsure of your exact purchase date, our support team can look this up for you when you reach out. 📝 How to Submit a Refund Request (Within the 3-Day Window) If your purchase is within the eligible refund window, follow these steps to submit your request: 1. Contact our support team through the platform. 2. Provide your account email address, the package name, and the date of purchase. 3. Our team will review your request and confirm eligibility. Please have your billing details ready to help our team process your request as quickly as possible. 🔄 Requesting a Review for Out-of-Window Refunds If your refund request falls outside the 3-day policy window, you are not automatically entitled to a refund — however, you may still submit a request for manual review by our billing team. Exceptions are not guaranteed but will be considered on a case-by-case basis. 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.

💳 Plan Downgrade & Out-of-Policy Refund Exceptions

🔍 Overview Search Atlas has a refund policy on plan charges. If you decide to downgrade your plan — for example, from Pro to Starter — and your invoice falls within the eligible refund window, a refund of the difference may be processed. However, if your invoice falls outside that window, a standard refund is not automatically available. In some cases, our team may review the situation and approve a one-time exception at their discretion. 📋 How Plan Downgrades Work When you downgrade your subscription, the following happens: - Your current plan remains active until the end of the billing cycle. - At the next renewal date, your account switches to the lower-tier plan. - Future invoices reflect the new, lower plan price. - You will lose access to any features or usage limits exclusive to your higher-tier plan. Downgrades do not automatically trigger a refund — a refund only applies if your request falls within Search Atlas's standard refund window at the time of the request. ⏱️ Refund Eligibility on Plan Downgrades Search Atlas's standard refund policy covers charges made within a recent billing window. If you request a downgrade and believe you are within that window, have the following ready when you reach out: 1. Your account email address. 2. The plans involved (e.g., Pro → Starter). 3. The invoice date and charge amount in question. Our team will review your account and advise on refund eligibility. 🔄 Requesting an Out-of-Policy Refund Exception If your invoice falls outside the standard refund window, you may still submit a request for our team to review. These exceptions are not guaranteed, but our team evaluates each case individually based on the circumstances. To submit an exception request, have the following information ready: 1. Your invoice date and the charge amount. 2. The plans involved in the downgrade. 3. A clear explanation of the reason you are requesting an exception. 4. Any relevant context about your account history or circumstances. Providing clear context about your situation helps our team assess your request fairly and quickly. 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.

💡 Understanding Trial Credits and Refund Requests

Overview Search Atlas offers a 7-day free trial so you can explore the platform before committing to a paid plan. In some cases, customers have noticed unexpected credit charges during this trial period. This article explains why that can happen and what steps to take if you believe you were charged incorrectly. How Credits Work During Your Free Trial When you sign up for a free trial, your account is provisioned with a subscription plan so that platform features are available to you right away. This means your credit allowance is active from day one of the trial. Credits are consumed automatically whenever you run tools, generate content, or trigger tasks inside the platform. Because the full credit pool is available during the trial, it is possible to use a significant number of credits before the trial period ends, especially when running bulk tasks. Why You May See an Unexpected Charge There are a few known scenarios that can lead to unexpected billing activity during or immediately after a free trial: - Unexpected credit charges: Some customers have reported credits being charged during the free trial period in ways they did not anticipate. Our support team can review your account's credit usage and billing history to clarify what occurred. - Refund requests: If you believe a charge was applied in error, our team can investigate and determine whether a refund is applicable based on your specific account activity. If you see a charge that does not match your expectations, do not worry — our team can review your account and billing history in full. How to Get Help Because billing investigations require access to your account records, this issue is handled directly by our support team. When you reach out, please have the following ready: - Your account email address - The approximate date(s) of the charge(s) in question - A description of what you believe was charged incorrectly - Any relevant screenshots of charges or invoices 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.

💳 Refunds and Charges During Your Free Trial

🔍 Overview Search Atlas offers a free trial so you can explore the platform before committing to a paid plan. However, certain actions taken during the trial — such as upgrading your plan — can trigger an immediate charge. This article explains how trial billing works, when charges occur, and what to do if you believe you were charged in error. 💡 How Free Trial Billing Works When you sign up for a free trial, your account is active for the duration of the trial period at no cost. Keep the following in mind: - No charge at sign-up: Starting a free trial does not require a payment, but a valid payment method may be saved to your account. - In-dashboard upgrades don't charge immediately: If you upgrade or switch plans from Billing → Plans during your free trial, the new plan's features apply right away, your trial keeps its original end date, and billing starts when the trial ends. Paying through a payment link during the trial, however, charges immediately and ends the trial. - Trial expiry charge: If you do not cancel before your trial ends, your saved payment method will be billed automatically at the start of the next billing cycle. 📅 When to Cancel to Avoid Being Charged To avoid any charge, you must cancel your account before your free trial period expires. We recommend cancelling with enough time before your trial end date to ensure the cancellation is fully processed. To cancel, locate the subscription or billing settings within the platform. You will receive a confirmation once your cancellation is processed. 💳 I Was Charged During My Trial — What Happened? If you see an unexpected charge on your statement during the trial, the most common reason is that a payment link was used to pay for a plan, which charges immediately and ends the trial. Upgrading or switching plans from the dashboard (Billing → Plans) does not trigger an immediate charge. Other reasons a charge may appear include: - Your free trial period expired before you cancelled. - A plan change was made on your account without your intention. 🔄 How to Request a Refund If you were charged unexpectedly and believe the charge was made in error, you may be eligible for a refund. To request one, please have the following ready: - Your account email address - The date of the charge - A brief description of what happened Our team will review your case and respond with next steps. 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.

💰 Understanding the Search Atlas Refund Policy

🔍 Overview Search Atlas offers a 48-hour refund window from the date of your charge. If you believe you were billed incorrectly — or if your signup experience did not match what was communicated to you — this article explains your options and how to get the right outcome quickly. 📋 How the Standard Refund Policy Works Our refund policy is straightforward: - Eligible window: Refund requests must be submitted within 48 hours of the charge date. - How to request: Contact our support team via the live chat widget inside the platform within that window. - Outside the window: Requests submitted after 48 hours are reviewed on a case-by-case basis and are not automatically approved. ⚠️ What to Do If You Were Charged Unexpectedly If you were charged immediately after signup but expected a free trial or a different billing arrangement, this is treated as a billing discrepancy — not a standard late refund request. Here is what you should do: 1. Do not wait. Contact support as soon as you notice the unexpected charge, even if more than 48 hours have passed. 2. Gather your details. Have your account email, the charge amount, and the date of the transaction ready before you reach out. 3. Explain what was promised. Clearly describe what you were told during signup — for example, that a 30-day trial was included — so our team can investigate the discrepancy. Our team has a dedicated Internal Billing Issue escalation path for situations where the charge does not match what was communicated at the point of signup. These cases receive priority review. 🕐 Refund Requests Outside the 48-Hour Window If the standard 48-hour window has passed and your situation does not involve a billing discrepancy, please be aware of the following: - Refunds outside the policy window are not guaranteed and are evaluated individually. - Factors our team considers include: account activity, the reason for the request, and whether any misleading information was provided during signup. - Decisions are typically communicated within 2–3 business days of your request being reviewed. We take every request seriously, especially in cases where the billing experience did not match your expectations at signup. ❌ What Is Not Covered The following situations are generally not eligible for a refund: - Requests submitted after 48 hours where no billing discrepancy is involved. - Partial-month refunds for unused time after an active subscription period. - Charges on accounts with significant platform usage during the billing period in question. 💡 Tips to Avoid Billing Surprises - Review the plan details and billing terms on the checkout page before completing signup. - Check your email inbox for a billing confirmation immediately after subscribing — this confirms what plan and price you were enrolled in. - If anything on the confirmation does not match what you were told, contact support right away while you are still within the 48-hour window. 🛠️ How to Submit a Refund Request 1. Log in to your Search Atlas account. 2. Click the chat widget in the bottom-right corner of the platform. 3. Describe your situation, including the charge amount, date, and the reason for your request. 4. Our support team will confirm receipt and let you know the next steps. 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.

💳 Understanding Your Free Trial Charge and Refunds

🔍 Why Did I See a Charge During My Free Trial? Search Atlas offers a 7-day free trial before your paid plan begins. In most cases, no charge is applied until the trial period ends. However, you may notice a temporary authorization hold on your payment method when you sign up. This is not a real charge — it is a standard verification step used by payment processors to confirm your card is valid. If a full subscription charge appeared on your statement before your 7-day trial ended, this may have been caused by a billing system issue that has since been resolved. Our team has implemented a fix to ensure plan upgrade charges are correctly deferred to the end of the trial period. 📋 What Qualifies for a Refund? You may be eligible for a refund if: - You were charged the full subscription amount before your 7-day free trial ended. - You did not intend to upgrade or continue with a paid plan. - The charge occurred due to a billing error on our end. Please note the following conditions that may affect eligibility: - Refund requests must be submitted promptly after the charge appears. - Accounts that have already claimed a free trial are not eligible for an additional free trial or free month on the same account. - If you signed up through a promotional offer or special checkout event, the specific terms of that promotion apply. ⚙️ How the Refund Process Works 1. Contact our support team through the live chat widget (see below) and explain that you were charged during your free trial. 2. Our team will verify the charge against your account billing history. 3. If a billing error is confirmed, a refund will be initiated to your original payment method. 4. Refunds typically appear within 5–10 business days, depending on your bank or card provider. 🔄 If Your Chat Was Disconnected We understand how frustrating it can be to lose connection mid-conversation, especially when discussing something as important as a charge on your account. If your previous chat session was interrupted, you do not need to start from scratch. When you reconnect with our team, simply mention that you were previously discussing a free trial refund and provide your account email address. Our team can review the chat history and pick up where things left off. 💡 Tips to Avoid Unexpected Charges - Review the plan details and trial terms carefully during checkout before confirming your subscription. - Check your email inbox for a confirmation receipt after signing up — this will confirm when your trial starts and ends. - Set a personal reminder a day or two before your trial ends if you are unsure whether you want to continue. - If you decide not to continue, cancel before the trial ends to avoid being charged. 🛠️ 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.

💳 Understanding Trial Charges and Requesting Refunds

🔍 Why Was I Charged During My Free Trial? Search Atlas offers a free trial period, and in most cases you will not be billed until the trial ends. However, a charge may appear on your statement earlier than expected for one of the following reasons: - Trial start date: Your free trial period is calculated from the exact date and time you activated your account — not from the date you first logged in. If a few days passed between sign-up and active use, the billing date may feel earlier than anticipated. - Plan activation via payment link: If you paid through a payment link during the trial, billing begins immediately and the trial ends. Upgrading or switching plans from the dashboard (Billing → Plans) during the trial does not charge immediately — the new plan's features apply right away, the trial keeps its original end date, and billing starts when the trial ends. - Authorization hold: When you enter your card details, your bank may place a temporary authorization hold. This is not a real charge and typically disappears within a few business days, depending on your bank. - Currency conversion: If your account is billed in USD but your bank account operates in another currency, the converted amount may look different from what you expected. 📋 How to Check Your Billing Details Before requesting a refund, it helps to confirm exactly what you were charged and when. You can review your billing history by logging in to your Search Atlas account, clicking your avatar in the top-right corner, and opening Billing (Billing page). If you are unable to locate your charge details within the platform, our support team can look up this information on your behalf. If the charge date aligns with your plan activation or the end of your trial window, the charge is expected. If you believe the charge is genuinely incorrect, proceed with a refund request. 💰 How to Request a Refund Search Atlas reviews refund requests on a case-by-case basis. To give your request the best chance of a quick resolution, have the following information ready before contacting support: - The exact charge amount and date it appeared on your statement - The last four digits of the card that was charged - A brief explanation of why you believe the charge was incorrect - Any screenshots of the charge from your bank or card statement Once you have this information, reach out to our support team. A member of our team will review your account, confirm the charge details, and process any eligible refund in accordance with our billing policies. 🗑️ How to Remove Your Credit Card Information If you have more than one saved card, you can remove one yourself from your Search Atlas billing settings (avatar → Billing → Plans & Top-ups tab, payment method section): open your payment methods, click Remove on the card, and confirm Yes, remove card. You can also use Set as primary to choose which card is used by default. Please note: - The Remove button only appears when more than one card is saved — the last/only card on file cannot be removed this way. To replace it, add a new card first via Add Payment Method, set it as primary, and then remove the old one. Alternatively, contact our support team to remove the only card on file. - Removing your card may affect your active subscription status — our team can clarify the impact before making any changes. - Have your account email address and the last four digits of the card ready when you reach out. 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.

💳 Refund Policy for VIP Tickets and Training Purchases

💳 Understanding Our Refund Policy Search Atlas offers refunds for VIP tickets and training purchases made on the same day, subject to specific conditions. This article explains when you're eligible for a refund and how to request one. ✅ Refund Eligibility You may be eligible for a same-day refund if: - Your purchase was completed today (the same calendar day as your refund request) - You purchased VIP summit tickets or training courses - You have a valid reason for the refund (such as a change in circumstances or client cancellation) - You have not yet accessed or downloaded significant training materials Refunds requested after the same day of purchase may still be considered on a case-by-case basis, but are not guaranteed. ❌ Non-Refundable Items The following purchases are typically non-refundable: - Training materials already downloaded or accessed - VIP benefits already redeemed or used - Purchases made more than one business day ago - Bundles or discounted packages with special terms 📋 How to Request a Refund Follow these steps to submit a refund request: 1. Open the live chat widget in the bottom-right corner of the Search Atlas platform 2. Type human teammate to connect with a member of our team 3. Provide your account email address associated with the purchase 4. Clearly explain the reason for your refund request 5. Include the date and time of purchase if possible 6. Mention the specific VIP ticket or training course you purchased Our team will review your request and respond within 24 hours with a decision. 🔄 Refund Processing Time If your refund is approved: - The refund is processed immediately after approval - Credit card refunds typically appear within 3–5 business days - Your access to VIP benefits and training materials will be revoked 🎯 Tips for a Smooth Refund Request - Submit quickly: Same-day refund requests have the highest approval rate - Be specific: Include the email address used for purchase and exact item names - Explain your situation: Brief context helps our team process requests faster - Check your spam folder: Our response may end up in your email spam filter ❓ Frequently Asked Questions Can I transfer my VIP ticket to another person instead of requesting a refund? Yes. If you have a specific email address for the person who should receive your VIP benefits, contact our team via live chat and mention the transfer request. We can help move your benefits to a new email address. What if I purchased VIP but haven't used it yet? Same-day refunds are available for unused VIP tickets. Submit your request as soon as possible for the fastest approval. Are there any exceptions to the same-day refund rule? Our team reviews all refund requests individually. If you purchased more than one day ago, it's still worth submitting a request—we may approve it based on your circumstances. 📞 Need More 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.

🤖 AI Premium Quota Refund Eligibility and Status

Overview If you purchased an AI premium top-up and believe you are entitled to a refund, this article explains how the refund review process works and what to expect while your request is being evaluated. Because refund eligibility and policy details are assessed on a case-by-case basis by the billing team, this article focuses on how to escalate your request effectively rather than outlining specific policy thresholds that may vary. What Is an AI Premium Quota Top-Up? AI premium quota top-ups are one-time purchases that add extra AI usage credits to your Search Atlas account. These credits are consumed as AI tasks are run within the platform. How Refund Requests Are Reviewed Each refund request is reviewed individually by the Search Atlas billing team. Because eligibility is determined on a case-by-case basis, there is no fixed set of criteria that guarantees approval or denial. The billing team will assess your specific situation and communicate the outcome — along with an explanation — directly to you. There is no self-serve refund status tracker in the platform at this time. If you have already submitted a request and have not received an update, it may still be actively under review. How to Submit or Follow Up on a Refund Request To submit a new refund request or follow up on a pending one, please reach out to our team. When you contact us, please have the following information ready to help the billing team locate your purchase and assess your situation as efficiently as possible: - Your Search Atlas account login (the username you use to sign in) - The approximate date of the top-up purchase - The amount charged for the top-up - A clear description of the issue or reason for the refund request - Any relevant error messages or screenshots, if applicable 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.

💳 Resolving Free Trial Charges and Refund Requests

🔍 How Our Free Trial Works Search Atlas offers a free trial to eligible new accounts. Before your trial begins, you will see a clear summary of the terms — including the trial duration, what happens at the end of the trial period, and the plan you will be enrolled in if you continue. A valid payment method is required to activate the trial, but you should not be charged until the trial period ends. If you believe you were charged before your trial ended, or that a free trial was promised to you but not applied to your account, we want to make this right as quickly as possible. ⚠️ Common Reasons a Charge May Appear Unexpectedly - Trial not applied at signup: In some cases, a promotional trial offer may not have been correctly linked to your account during registration. - Trial period already ended: Charges are automatically applied once the trial window closes. If you did not cancel before the end date, your selected plan is activated. - Multiple accounts: Free trials are available once per customer. If a second account was created, it may not qualify for a trial and could be billed immediately. - Promotional code not entered: If your trial was tied to a specific promo code that was not entered at checkout, standard billing would apply. 📋 What Information to Have Ready To help our team resolve your dispute quickly, please gather the following before reaching out: 1. The email address used to create your Search Atlas account. 2. The date you signed up and the date you were charged. 3. The charge amount and the last four digits of the card that was billed. 4. Any promotional offer details you received — for example, a signup page URL, email, or promo code. 5. A screenshot of the charge from your bank or card statement, if available. 💡 Our Refund Policy for Disputed Trial Charges Search Atlas reviews each disputed charge on a case-by-case basis. If our team confirms that a free trial was promised and was not correctly applied to your account, a full refund will be issued for the charge in question. Refunds are typically processed within 5–10 business days and will be returned to the original payment method. Please note that refunds are not available for charges that occurred after a trial period ended without cancellation, or for charges on plans that have been actively used during the billing period. However, if you have concerns about any specific charge, our team is always willing to review your situation. 🗑️ Requesting Account Deletion If you would like your account permanently deleted along with your refund request, our support team can process both at the same time. Please be aware that account deletion is irreversible — all your projects, reports, and saved data will be permanently removed and cannot be recovered. Make sure to export any data you want to keep before submitting your deletion request. 🛠️ How to Get This Resolved Our support team handles all billing disputes and account deletion requests directly through the platform. To get started: 1. Log in to your Search Atlas account (or the account associated with the charge). 2. Open the chat widget in the bottom-right corner of the platform. 3. Type human teammate to be connected with a member of our team. 4. Share the details listed in the section above so we can investigate and resolve your case as quickly as possible. 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.

💳 Understanding Our Refund Policy and Billing Disputes

💡 Overview We understand that unexpected charges can be frustrating. This article explains our refund policy, what options are available if you believe you've been charged in error, and how to avoid a credit card dispute — which can delay resolution for everyone involved. 📋 Our Refund Policy Search Atlas offers refunds under the following conditions: - Cancellation within the policy window: If you cancel your subscription and request a refund within the eligible window outlined in our Terms of Service, you may qualify for a full or prorated refund. - Billing errors: If you were charged incorrectly — for example, billed twice or charged after a confirmed cancellation — we will investigate and issue a correction promptly. - Outside the policy window: Refund requests made after the eligible period has passed are reviewed on a case-by-case basis. Approval is not guaranteed, but our team is committed to finding a fair resolution. ❌ What Happens When You Cancel Your Account Cancelling your Search Atlas subscription stops future billing but does not automatically trigger a refund for the most recent charge. Here is what to expect: 1. Your account remains active until the end of the current billing period. 2. No further charges are made after cancellation is confirmed. 3. Any refund eligibility depends on when the cancellation was requested relative to the last charge date and our stated policy window. If you cancelled and were still charged after that date, please contact our support team immediately — this would be treated as a billing error and investigated right away. ⚠️ Before You File a Credit Card Dispute We strongly encourage you to reach out to our support team before initiating a chargeback with your card issuer. Here is why this matters: - Faster resolution: Our team can often resolve billing concerns within one business day. A chargeback process with your bank can take weeks. - Account standing: Chargebacks may result in account suspension while the dispute is under review. - Better outcome: Working directly with us gives you the opportunity to explain your situation and receive a fair, personalised review — something a card dispute process does not offer. We take every billing concern seriously and will always review your case with care. 🔍 How to Submit a Refund Request To request a refund or report a billing concern, follow these steps: 1. Log in to your Search Atlas account. 2. Open the chat widget in the bottom-right corner of the platform. 3. Type human teammate to be connected with a member of our support team. 4. Provide the following details to help us resolve your case quickly: - The charge amount and date - The last four digits of the card that was charged - The reason for your refund request - Whether your account has been cancelled Our team will review your account history, verify the charge, and respond with next steps as quickly as possible. 🛠️ Common Billing Scenarios - Charged after cancellation: If your account was confirmed as cancelled before the billing date, this is treated as a billing error and we will issue a refund. - Forgot to cancel before renewal: We will review your request. While refunds outside the policy window are not guaranteed, we will do our best to find a resolution that works for you. - Charged for a plan you did not recognise: This may indicate an account access issue. Contact support immediately so we can investigate and secure your account. - Duplicate charge: If you were billed more than once for the same period, we will correct this and issue a refund for the duplicate amount. 💬 Need Help Now? If you have a billing concern or would like to discuss your refund eligibility, do not wait. 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.

💸 Request a Refund for a Trial Subscription

Refunds for Trial Subscriptions If you were charged for a trial subscription and believe you're eligible for a refund, our support team reviews these requests individually — there is no automatic refund button in your account. Cancelling your subscription stops future billing, but it does not by itself trigger a refund for a charge that has already occurred. These are two separate actions. To have your case reviewed, reach out to our support team through live chat. Have your account email and the charge date and amount ready — a teammate will take it from there and let you know the outcome.

💳 Requesting a Refund for Trial Charges

How Our Free Trial Works When you sign up for a free trial with Search Atlas, you receive access to the platform for a limited time. To activate the trial, a valid payment method is required on file. When You Will Be Charged When your trial ends, your subscription automatically converts to a paid plan. The first charge is processed on the day the trial expires — this is why a charge can appear even if you have not logged in or used the platform recently. Automatic conversion is a standard part of how free trials work across SaaS platforms. Common Reasons Unexpected Charges Happen - The cancellation was started but not completed. If you did not receive a cancellation confirmation, the cancellation may not have gone through. - The trial was cancelled after it ended. Cancellation must happen before the trial expiration date, not on the day of the charge. - Multiple accounts exist. You may have signed up with a different email address and cancelled the wrong account. Requesting a Refund If you believe you were charged in error after a trial period, we review every refund request individually, looking at your account history, any cancellation attempts, and the circumstances around the charge. To have your case reviewed, reach out to our support team through live chat with your account email, the date of the unexpected charge, and any steps you took to cancel prior to the charge.

💸 Understanding Our Refund Policy and Refund Windows

📋 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: 1. 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. 2. Contact our support team. Reach out through live chat. Include the details from step 1. 3. 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. 4. 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.

💰 How to Request a Refund for an Auto-Renewal Outside Policy

📋 Understand the Refund Exception Process Search Atlas does not offer automatic refunds for auto-renewals outside the standard refund window. However, refund exceptions may be granted in certain cases, such as when a customer was unaware of the renewal, experienced platform issues, or did not use the service after renewal. Refund exceptions are reviewed manually by the billing team and are not guaranteed. If approved, the refund is issued to the original payment method. 🛑 Before You Request a Refund Please note that requesting a refund exception may result in the removal of your project and loss of access to all associated data, reports, and settings. This action is irreversible. If you wish to keep your account active, consider alternatives such as downgrading your plan or pausing your subscription instead. 📨 How to Submit a Refund Exception Request 1. Open the chat widget in the bottom-right corner of the platform. 2. Type human teammate to connect with a support agent. 3. Provide the following details: - Your account email and workspace name - The date of the auto-renewal charge - The amount charged - A brief explanation of why you are requesting a refund (e.g., forgot about auto-renewal, platform issues, no usage after renewal) 4. The agent will document your request and escalate it to the billing team via internal channels. ⏱️ What Happens After Submission Once escalated, the billing team reviews your request. This typically takes 1–3 business days. You will be notified of the decision via the chat widget. If approved, the refund is processed to your original payment method. Refunds typically reflect within 5–10 business days, depending on your financial institution. If denied, the agent will inform you of the reason and may offer alternative options such as account credits or a discount on future renewals. ⚠️ Important Notes - Refund exceptions are evaluated on a case-by-case basis and are not guaranteed. - Approved refunds result in immediate project deletion and loss of all data. - Only the most recent auto-renewal charge is eligible for exception review. - Repeat requests for the same or similar reasons are unlikely to be approved.

💰 Billing Refunds for Platform Outages Explained

🔍 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.

💳 Promo Code Refunds on Yearly Plans

💡 Can a promo code refund a yearly plan? Promo codes generally apply when they are entered during checkout or before a subscription is charged. Redeeming a code after purchasing a yearly plan does not automatically recalculate the completed payment or create a refund. Refund eligibility depends on the specific promotion, its terms, your plan, and when the code was redeemed. Some offers may not apply to existing annual subscriptions or may be limited to new purchases, upgrades, or renewals. 🧾 What to check first - Review the promotion’s eligibility rules, discount amount, and expiration date. - Confirm that the code was entered successfully and that a confirmation or discount appeared. - Check whether the offer applies to existing yearly plans or only to a new checkout. - Compare your invoice with the promotion terms to confirm what was charged. ⚙️ Where to redeem a promo code In Search Atlas, open the Avatar Menu (👤) from your avatar in the top-right corner, select Billing, then open the Services, Invoices, or Activity Log tab. Select Redeem Promo Code and follow the instructions. Redeeming a code from these areas does not guarantee a retroactive adjustment to an already-paid yearly invoice. 🔍 How to request a billing review 1. Keep your promo code, account details, invoice, purchase date, and the promotion name available. 2. Open the chat widget in the bottom-right corner of the platform. 3. Type human teammate to request a review of your specific subscription and promotion. The team can confirm whether the offer applies to your annual plan and explain any available adjustment. Do not purchase the same yearly plan again while waiting for a review, as duplicate subscriptions may not qualify for the promotion or refund. 📅 How future charges are handled If a promotion is valid for renewal, the discount may apply only to a future renewal rather than the current paid term. Your invoice or promotion terms should state when the discount takes effect. A code also cannot extend or restart an expired offer. 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.

💰 Understanding Refunds for Tool Performance Issues

🔍 Overview We understand how frustrating it can be to invest in a tool and feel it hasn't delivered the results you expected. This article explains our refund policy, what options are available if you believe a tool underperformed, and how to formally appeal a decision — even if your request falls outside the standard policy window. 📋 What Our Refund Policy Covers Search Atlas offers refunds under specific conditions outlined at the time of purchase. In general, our policy includes: - Eligibility window: Refund requests must be submitted within the period stated in your subscription agreement or at sign-up. - Documented technical failures: If a tool experienced a verified platform-side error that prevented normal use, this may qualify for a credit or refund regardless of timing. - Billing errors: Duplicate charges or incorrect amounts are reviewed and resolved promptly. Refunds are not automatically granted for cases where results did not meet personal performance expectations, as SEO outcomes depend on many factors outside our platform. ⚠️ When a Request Falls Outside the Policy Window If you are requesting a refund after the standard eligibility period has passed, your case is not automatically closed. Search Atlas reviews out-of-window appeals on a case-by-case basis. Factors that may support your appeal include: - Evidence that a specific tool was consistently non-functional during your subscription period - Support tickets or chat logs showing repeated reports of the issue that were unresolved - A significant charge amount relative to the level of usable access you received The stronger your documentation, the more effectively our team can assess your situation. 🛠️ How to Build a Strong Refund Appeal Before contacting support, gather the following information to make your appeal as clear and compelling as possible: 1. Identify the tool in question: Note the exact feature or tool you were using by name as it appears in your account. 2. Document the issue: Take screenshots, record dates, and describe what the tool did or did not do. Be specific — for example, "Rank Tracker showed no data for tracked keywords from January to March." 3. Calculate the impact: Note the total amount charged during the period the tool was not working, so the team can verify it against your billing history. 4. List any prior reports: If you previously contacted support about this issue, reference those conversations or ticket dates. 📊 What Happens After You Submit an Appeal Once your appeal is received by a human teammate, the process typically follows these steps: - Your appeal and supporting documentation are reviewed against your billing and usage history. - The team assesses whether the reported issue is verifiable on the platform side. - You will be informed of the outcome, including any credit or refund approved, or the reasoning if the appeal cannot be accommodated. 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.

💡 VIP Plan Quota Limits and Refund Options

🔍 What This Article Covers Some customers who purchased the VIP plan expected it to include unlimited quota based on promotional messaging they saw in ads or through the chatbot. This article clarifies what the VIP plan actually includes, why this confusion may have occurred, and what your options are if the plan does not meet your needs. 📊 What Quota Does the VIP Plan Include? The VIP plan comes with a generous but defined quota allocation — it does not include unlimited quota. Unlimited quota is a feature exclusive to the Platinum plan. - VIP plan: Fixed monthly quota (not unlimited) - Platinum plan: Unlimited quota included If you require unlimited quota, upgrading to the Platinum plan is the path that unlocks that feature. ⚠️ Why Did Some Messaging Suggest Unlimited Quota? We understand this has caused genuine confusion. During certain promotional periods — including a May Challenge promotion — some ads and chatbot flows incorrectly referenced unlimited quota in connection with the VIP plan. Our team has since corrected that messaging and updated the relevant promotional flows to accurately reflect what each plan includes. We sincerely apologize if you made a purchasing decision based on inaccurate information. That is not the experience we want for our customers. 💳 Your Options If VIP Does Not Meet Your Needs If the VIP plan does not include the features you were expecting, you have two main options: 1. Upgrade to Platinum: The Platinum plan includes unlimited quota and all VIP plan features. Our support team can discuss pricing and any available credits that may offset the cost difference. 2. Request a refund: If you purchased the VIP plan based on the expectation of unlimited quota and that feature is not available to you, you may be eligible for a refund. Our team reviews refund requests on a case-by-case basis, taking into account the circumstances of your purchase. 🛠️ How to Request a Refund or Get Help To discuss a refund or explore your upgrade options, please reach out directly through the platform's live chat. A member of our team will review your account, confirm the details of your purchase, and work with you toward a fair resolution. 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. ✅ Quick Summary - Unlimited quota is available on the Platinum plan only — not VIP. - Promotional messaging that suggested otherwise has been corrected. - If you were misled, you may be eligible for a refund or a credit toward Platinum. - Contact support via the chat widget to resolve your specific situation.

💡 AI Visibility Credits Refund and Plan Compatibility

🔍 Overview AI Visibility credits (used for the QUEST AI Visibility feature) are only available on the Growth plan and above. If you purchased AI Visibility credits while on the Starter plan, you will not be able to use them until your account is upgraded. This article explains your options and how to get help resolving the situation. 📋 Who Is Affected - Customers on the Starter plan who purchased AI Visibility credits (for example, a $69 credit pack). - Customers who see a "Platforms not in your plan" error or cannot activate AI Visibility features after purchasing credits. ⚙️ Why This Happens AI Visibility (powered by QUEST) is a Growth-plan feature. The billing page allows AI Visibility credit purchases independently of your current plan, which can lead to credits being purchased before confirming plan eligibility. We are actively working to make this limitation clearer at the point of purchase so it does not catch customers off guard. 🚀 Your Options 1. Upgrade to the Growth plan: Once your account is on the Growth plan, your purchased AI Visibility credits will become active and fully usable. If you were already planning to upgrade, this is the most straightforward path — your credits will not be lost. 2. Request a refund for unused credits: If you do not wish to upgrade, you can request a refund for the unused AI Visibility credits you purchased. Our team will review your account and, where eligible, process a refund for incompatible credits. 3. Apply the credit value toward an upgrade: In some cases, our team may be able to help you apply the value of your purchased credits toward a plan upgrade. Reach out via the chat widget to discuss this option. 🛠️ How to Access QUEST AI Visibility (Growth Plan) Once you are on the Growth plan, you can access the feature by navigating to Left sidebar → Authority → QUEST AI Visibility. From there you can Analyze query, View results, and manage your AI Visibility projects using your credits. 💬 How to Request a Refund or Get Help Our billing team handles refund requests and upgrade credit applications on a case-by-case basis. To get started quickly, follow these steps: 1. Log in to your Search Atlas account. 2. Open the chat widget in the bottom-right corner of the platform. 3. Type human teammate to be connected with a member of our team. 4. Let the agent know you purchased AI Visibility credits on an incompatible plan and specify whether you would like a refund or would prefer to apply the value toward an upgrade. Please have your purchase date and credit amount ready so the team can locate your transaction quickly. ❓ Frequently Asked Questions - Will my credits expire while I wait? Purchased AI Visibility credits do not expire immediately. Contact the support team promptly, however, to ensure your request is handled within any applicable refund window. - Can I use AI Visibility credits on the Starter plan at all? No. QUEST AI Visibility requires the Growth plan or higher. Credits purchased on the Starter plan cannot be used until the account is upgraded. - What if I upgraded my plan but credits still are not working? Navigate to Left sidebar → Authority → QUEST AI Visibility and try activating your query analysis again. If you still see a restriction error, open the chat widget and type human teammate for immediate assistance. 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.

💡 Publication Refunds and LLM Visibility Plan Limits

🔍 Overview This article addresses two common billing and access issues: refunds for publications that were never delivered, and AI LLM Visibility credits that appear available but cannot be used due to plan-level restrictions. Both situations can be confusing — this guide explains what to expect and how to get them resolved quickly. 📦 Publication Refunds for Undelivered Content If you paid for publications through Search Atlas and the content was never published, you may be entitled to a refund or credit. Here is what you need to know: - Publication purchases are processed as services. You can review all past service transactions by clicking your avatar in the top-right and selecting Billing. - Refund eligibility applies when a publication order has not been fulfilled and no delivery confirmation has been provided. Orders that are in progress or pending placement are handled on a case-by-case basis. - Time matters. If several months have passed since payment and nothing has been published, this is a priority case. Our team can investigate the order status and initiate the appropriate resolution. To request a refund investigation, have your approximate payment date and amount ready, then reach out to our team so they can look into the specific transaction on your account. 🤖 AI LLM Visibility Credits and Plan Restrictions It is possible to have LLM Visibility credits allocated to your account while still being unable to use them. This happens because credit balance and plan-level project limits are two separate things. Here is how the system works: - Credits represent the analysis budget consumed each time an analysis runs. - Plan limits control how many LLM Visibility projects you are allowed to create or run at one time. Your current plan may cap the number of active projects regardless of your credit balance. - When you hit the project cap, you will see an error indicating you have reached the maximum number of LLM Visibility projects allowed on your plan. This is a plan restriction, not a credit issue. ⚙️ How to Resolve Plan Limit Restrictions If you are blocked by a plan-level project limit rather than a credit shortage, the resolution typically involves a plan review or adjustment on the backend. Before reaching out, please have the following ready: - Your account or project name - A description of the error or restriction you are seeing (including any on-screen message) - The approximate date you first encountered the issue Our support team will review your entitlements and coordinate any necessary backend adjustments to restore access. 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.

💡 AI Visibility Top-Up Refund on Incompatible Plan

🔍 Understanding the Issue The AI Visibility feature requires a compatible plan to function. If you purchased an AI Visibility credit top-up while on a plan that does not support the feature, those credits will appear in your account but cannot be used until your plan is upgraded. This article explains your options so you can get unblocked as quickly as possible. 📋 What Qualifies for a Refund A top-up purchase may be eligible for a refund if the credits have not been used and the purchase was made recently. Our support team can confirm whether your specific purchase qualifies when you reach out. 🚀 Option 1 — Apply the Credit Toward a Plan Upgrade If you would prefer to keep your AI Visibility credits and start using the feature right away, upgrading to a compatible plan is the fastest path forward. Once your plan is upgraded, your existing top-up credits will be available to use immediately. Our support team can check which plan tier is required for AI Visibility on your account and whether any adjustment is available to help offset the cost of your upgrade. 💰 Option 2 — Request a Refund If you do not wish to upgrade at this time, you can request a refund of the unused top-up amount. To help our team process your request as quickly as possible, please have the following ready: - Your account username or the name on the account. - The date of the top-up purchase. - Confirmation that the credits have not been used. Our team will verify eligibility and advise you on next steps, including the expected timeline for your refund based on your payment provider. 🛠️ How to Avoid This in the Future Before purchasing any credit top-up, we recommend confirming that your current plan supports the feature you intend to use. You can review your current plan details by clicking the top-right avatar → Billing (Plans & Top-ups), or ask our support team to confirm compatibility before completing a purchase. 💬 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.

💳 Annual Refunds and OTTO Slots

💡 Why did I receive an invoice? An invoice is created when your annual subscription renews, upgrades, or generates a billing charge. You can review billing details in your account to confirm the charge, subscription period, and plan. 🚀 How many OTTO slots does an annual plan include? Annual subscriptions may include five OTTO slots instead of four, depending on the plan and purchase terms. If your account shows four slots after buying an annual plan that includes five, your billing and account entitlements may not be synchronized correctly. 🔍 Why is my fifth slot missing? Annual upgrades can sometimes cause billing and quota information to become temporarily out of sync. Active OTTO projects may also require a review before a slot can be added or removed safely. Do not delete an active project to correct the count, as this may affect your SEO automation settings. 💰 How do annual refunds work? Annual refunds are handled separately from subscription cancellation. A full refund is intended to cancel the subscription and remove the OTTO benefits associated with that subscription. Partial refunds, such as a request for charges during a period when the service was not used, do not automatically remove OTTO slots. These requests require account and usage review before a decision is made. 🛠️ What information should I provide? - The invoice or charge date - The amount you are requesting, such as a $207 refund - The date you stopped using or intended to cancel the service - The number of OTTO slots included in your annual plan - The current number of slots shown in OTTO SEO - Any active OTTO projects connected to the account 📍 Where can I check OTTO SEO? In the platform, open OTTO SEO from the left sidebar. Review your projects and available slots at /seo-automation-v3. ✅ What happens next? A full-refund request may require cancellation and removal of the related OTTO benefits. A partial-refund request requires review and does not automatically change your slot entitlement. If your annual plan should include five slots but only four appear, the account must be checked against the subscription and active projects before the entitlement is corrected. If you need further assistance, open the chat widget in the bottom-right corner of the platform and type human teammate to be instantly connected with a member of our team.

💳 Understanding Billing, Refunds, and Compensation at Search Atlas

💳 How Search Atlas Billing Works Search Atlas operates on a subscription-based billing model. Your plan renews automatically on the same date each billing cycle (monthly or annually, depending on your chosen plan). Charges are processed to the payment method on file at the start of each new billing period. You can review your current plan, upcoming renewal date, and payment history at any time from your account settings. 🔄 Refund Policy Overview Search Atlas evaluates refund requests on a case-by-case basis. While we do not offer automatic refunds for unused portions of a billing period, we do consider the following situations: - Accidental renewals: If your subscription renewed without your knowledge and you have not used the platform during that cycle, contact our team promptly — ideally within 48 hours of the charge. - Duplicate charges: If you were charged more than once for the same plan or period, we will investigate and resolve the duplicate immediately. - Technical failures: If a platform issue prevented you from accessing or using a feature you paid for, you may be eligible for a credit or partial refund. - Plan mismatches: If you were enrolled in the wrong plan due to an error on our side, we will correct the charge accordingly. Refund requests related to annual plans are assessed differently from monthly plans. Our team will review your usage history and circumstances before making a determination. 🎁 Compensation and Account Credits In situations where a service disruption, platform bug, or onboarding issue affected your experience, Search Atlas may offer account credits as compensation. Credits are applied directly to your account and reduce the cost of your next billing cycle. Common scenarios where compensation may be offered include: - Extended platform outages or downtime that impacted your work - Feature malfunctions that were confirmed by our technical team - Onboarding errors that delayed your ability to use the platform - Cases where a support issue took longer than expected to resolve Compensation is not guaranteed in every case, but our team will always work to find a fair resolution. 📋 How to Request a Refund or Compensation To submit a billing dispute, refund request, or compensation inquiry, follow these steps: 1. Open the live chat widget in the bottom-right corner of the Search Atlas platform. 2. Type human teammate to be connected with a member of our billing support team. 3. Provide the following details to help us process your request quickly: - Your account email address - The charge amount and approximate date - A brief description of the issue or reason for the request 4. Our team will review your case and respond with a resolution or follow-up questions. The more detail you provide upfront, the faster we can resolve your request. ⏱️ Response and Resolution Timelines Once a billing request is submitted via live chat, our team aims to acknowledge it within one business day. Complex cases involving refund approvals or compensation decisions may take up to 3–5 business days to fully resolve, depending on the investigation required. If your case is escalated to our billing or finance team, you will be kept informed of progress through the chat thread. ❓ Frequently Asked Questions - Can I cancel mid-cycle and receive a prorated refund? Mid-cycle cancellations are not automatically refunded, but you can contact our team to discuss your situation. - What happens if my payment fails? If a payment fails, you will receive a notification and have a short grace period to update your payment method before access is restricted. - Are credits transferable? Account credits are tied to your specific account and cannot be transferred to another account. - Can I dispute a charge through my bank instead? We strongly encourage you to contact our team first — most issues are resolved faster through our support channel than through a bank dispute process. 🆘 Need Help Now? If you need further assistance, open the chat widget in the bottom-right corner of the platform and type human teammate to be instantly connected with a member of our team.

💡 Refunds After Employee Departure

🔄 How recurring billing works Search Atlas subscriptions renew automatically and continue billing until someone explicitly cancels the subscription. An employee leaving your company does not automatically cancel the plan or stop future charges. 💳 Can you receive a refund? Refunds for charges made after an employee’s departure are not automatic. Because the account may have retained active access and usage quota while the subscription remained uncanceled, each request requires a manual billing review. Refund approval is considered at the company’s discretion. A request does not guarantee that a refund will be issued. 📝 How to request a review 1. Confirm the employee’s departure date. 2. Gather the account details and billing dates you want reviewed. 3. Cancel the subscription to prevent additional renewals. 4. If you need further assistance, open the chat widget in the bottom-right corner of the platform and type human teammate to be instantly connected with a member of our team. 🛡️ Prevent future unexpected charges - Assign more than one account administrator when possible. - Include subscription ownership in employee offboarding steps. - Cancel unused subscriptions promptly when responsibilities change. - Review active subscriptions and recent invoices regularly.

💳 Annual Refunds and OTTO Quota

💡 Why did I receive an invoice? An invoice is created when your annual subscription starts, renews, or changes. Annual plans are billed upfront for the selected subscription period, so the invoice may cover the full year rather than one month. 🔢 Why is my OTTO quota showing 4 instead of 5? Annual subscriptions may include 5 OTTO slots instead of the 4 slots included with some monthly plans. After an annual upgrade, billing and product quota can occasionally become out of sync. This known limitation, tracked as QPB-631, may cause paid OTTO slots to be missing even though your billing records show the annual subscription. 1. Open OTTO SEO from the left sidebar. 2. Review the number of available OTTO slots and your active projects. 3. Compare the displayed quota with your annual subscription invoice or plan details. 4. Keep the invoice available if the product shows fewer slots than your annual plan includes. 💰 How do annual refunds work? A full annual refund cancels the subscription and rescinds the OTTO benefits associated with that subscription. This means the annual OTTO quota is removed when the full refund is processed. Partial refunds do not automatically remove OTTO quota. They require a manual review, particularly when OTTO projects are active. Do not assume that a partial refund will immediately change the number of available slots. 🛠️ What should I do if my quota is incorrect? 1. Confirm that the annual subscription is active and that the invoice reflects the expected plan. 2. Check OTTO SEO for active projects and the current slot count. 3. Do not delete active projects solely to correct a quota discrepancy. 4. Open the chat widget in the bottom-right corner of the platform and type human teammate to be instantly connected with a member of our team. Our team can review the subscription, invoice, OTTO projects, and quota history. They can also determine whether a billing correction or manual review is needed. ✅ Key points - Annual plans are billed upfront and generate an invoice for the subscription period. - An annual plan may include 5 OTTO slots instead of 4. - Billing-to-quota delays can make paid slots appear missing. - A full annual refund cancels the subscription and removes its OTTO benefits. - Partial refunds require manual review and do not automatically remove quota.