🔍 Overview
This article explains how to handle four common account concerns: requesting a refund, appealing a service failure, cancelling an upcoming renewal, and exporting your account data. Each section outlines what to expect and how to move forward efficiently.
💳 Requesting a Refund
Search Atlas reviews refund requests on a case-by-case basis. To give your request the best chance of a successful outcome, prepare the following before contacting support:
- Your subscription plan and billing amount
- The date of the charge you are disputing
- A clear description of the reason for your refund request
- Any supporting evidence such as screenshots, dates, or error messages related to service failures
Refund eligibility is assessed against our billing terms and the nature of the issue reported. Providing specific, documented evidence of service failures significantly strengthens your case.
⚠️ Reporting a Service Failure
If you have experienced unexpected behaviour — such as a feature not performing as described or results inconsistent with what was promised at the time of purchase — you should report this as a service failure.
When reporting a service failure, document each incident individually. Include the affected project or URL, the date the issue occurred, and a description of the expected versus actual behaviour. This detail allows our team to investigate accurately and escalate to the relevant product team where necessary.
🚫 Cancelling an Upcoming Renewal
If you want to prevent an automatic renewal from processing, you must request cancellation before your renewal date. When contacting support to cancel a renewal, please have the following ready:
- Your account details and current subscription plan
- The renewal date you are referencing
- A clear statement that you wish to cancel the auto-renewal
Our team will confirm the cancellation in writing and ensure no further charges are applied after the current billing period ends. We recommend requesting this as early as possible — do not wait until the day of renewal.
📦 Exporting Your Account Data
You have the right to export data associated with your Search Atlas account before you leave the platform. To request a full data export, contact our support team and provide your account details along with confirmation of the data you need exported. Our team will guide you through the available options and fulfil your request.
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.