## **🔍 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.