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.