🔍 Why Was I Charged Unexpectedly?
Subscription charges at Search Atlas are processed automatically on your billing renewal date, regardless of any scheduled calls, pending conversations, or cancellation intentions. A scheduled call or an open support conversation does not pause, delay, or cancel your subscription.
Your billing cycle continues until a cancellation is formally completed. If your renewal date falls before any cancellation steps are taken, the charge will process as normal.
📋 How Subscription Billing Works
- Automatic renewal: Your subscription renews automatically on the same date each billing cycle.
- No automatic holds: Booking a call or contacting support does not place a hold on upcoming charges.
- Cancellation must be confirmed: A subscription is only cancelled when the cancellation is completed and confirmed — either by you inside the platform or by a Search Atlas team member on your behalf.
🛠️ How to Cancel Your Subscription
To cancel your subscription, log in to your Search Atlas account and go to your Profile avatar → Billing → Services. Locate your plan, click the ⋮ (three-dot) menu, and select Cancel. A confirmation/retention step will appear before the final confirmation. After cancelling, your access continues until the end of the current billing period — the subscription does not end immediately. If you change your mind, you can reverse a pending cancellation from the same place by selecting Activate.
Contacting support is optional, not required. If you encounter an error during the process, reach out via the chat widget for assistance.
💡 How to Request a Refund
If you were charged after scheduling a cancellation call or while awaiting a response from our support team, you may be eligible for a refund. Refund eligibility is reviewed on a case-by-case basis and is assessed by our billing team.
To request a refund, reach out to our team and be ready to provide the following details:
- The date the charge appeared on your account.
- The amount charged.
- Any reference to a scheduled call or prior cancellation request (such as a booking confirmation or previous chat transcript).
Our team will review your case and respond with a decision 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.