## **🔍 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.