📋 Overview
We understand how frustrating it can be when an add-on doesn't perform as expected. This article explains Search Atlas's refund policy for the OTTO PPC / Google Ads Add-on, what qualifies for a billing review, and the steps to take if you believe you were charged in error.
🗓️ Understanding the Refund Policy Window
Search Atlas operates a 30-day refund policy for add-on charges, including the OTTO PPC / Google Ads Add-on. This means:
- Refund requests must be submitted within 30 days of the original charge date.
- Requests submitted after this window are considered outside policy and are not automatically eligible for a refund.
- Charges from previous billing cycles — for example, a charge from May reviewed in July — fall outside the standard policy window.
We set this window to ensure billing disputes are handled promptly and accurately, while keeping our records and reconciliation process manageable for all customers.
⚠️ What Counts as an OTTO PPC Error?
Not every unexpected result from the OTTO PPC Add-on qualifies as a billing error. A qualifying error typically involves one or more of the following:
- The add-on was charged but never activated or applied to your account.
- A verified platform bug caused the add-on to malfunction during the billing period in question.
- Duplicate charges occurred for the same billing cycle.
The following situations are generally not considered billing errors:
- Campaign performance that did not meet your expectations.
- Google Ads spend that exceeded your anticipated budget (this is controlled within Google Ads, not Search Atlas).
- Misconfigurations set by the user rather than a platform fault.
🔍 How to Check Your OTTO PPC Activity
Before submitting a refund request, review your OTTO PPC usage to gather supporting details. Follow these steps:
- Log in to your Search Atlas account.
- In the left sidebar, navigate to OTTO SEO → All Sites (SEO Automation) (URL: /seo-automation-v3).
- Locate the OTTO PPC section and review the activity log for the billing period in question.
- Take note of any specific errors, actions taken, or anomalies you observed during that time.
Having this information ready will help our team assess your case more quickly.
📝 How to Submit a Refund Review Request
Even if your request falls outside the standard 30-day window, you can still ask our team to review your case. We evaluate out-of-policy requests on a case-by-case basis, particularly when there is clear evidence of a platform error.
- Gather your billing details: the charge date, invoice number, and a description of the errors you experienced.
- Include any screenshots or evidence of the OTTO PPC errors from the relevant billing period.
- 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.
- Share your case details clearly, specifying the charge date and what went wrong.
Our team will review the information provided and respond with a decision. Please note that out-of-policy refunds are not guaranteed and are approved at the discretion of our billing team based on the evidence presented.
💡 Tips to Avoid Future Billing Issues
- Review add-on charges promptly — check your invoices each month so any discrepancies are caught within the 30-day window.
- Monitor OTTO PPC activity regularly — log in to OTTO SEO V3 to confirm the add-on is functioning as expected after each billing cycle.
- Report issues immediately — if you notice an error, contact support right away rather than waiting until the next billing period.
🙋 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.