## **🔍 Why You May See a Charge from Search Atlas**

Search Atlas subscriptions are billed automatically on a recurring cycle (monthly or annually) based on the plan selected at sign-up. Charges appear on the credit or debit card associated with the account at the time of billing. Common reasons customers see unexpected charges include:

- A subscription was set up under a business account you previously managed
- Auto-renewal occurred after a free trial or promotional period ended
- A plan upgrade was applied mid-cycle, resulting in a prorated or additional charge
- Billing details were not updated after a change in business ownership or account access

If you no longer have access to the account associated with the charge, this is considered an account access issue and must be resolved before a refund can be assessed. See the section below for how to get help.

## **🧾 How to Access Your Receipts and Invoices**

If you still have access to the Search Atlas account, you can download your receipts directly from the platform:

1. Log in to your Search Atlas account.
2. Click your profile icon in the top-right corner and select **Billing**.
3. Navigate to the **Billing History** or **Invoices** section.
4. Click **Download** next to any invoice to save a PDF copy.

If you do not have access to the account, you cannot retrieve invoices independently. In this case, contact our support team directly using the live chat widget so we can verify your identity and provide the necessary documentation.

## **🚫 What Counts as an Unauthorized Charge**

An unauthorized charge is one that was processed without your knowledge or consent. This may apply if:

- Your card was used on an account you did not create or authorize
- You no longer have ownership of or access to the business that held the subscription
- You were charged after you believed the account was cancelled
- You were charged more times than expected within a billing period

Charges that occur due to active subscriptions — even if you forgot about them or no longer use the service — are not automatically classified as unauthorized. However, our team reviews each case individually and fairly.

## **📋 Search Atlas Refund Policy Overview**

Search Atlas evaluates refund requests on a case-by-case basis. Here is what you should know:

- **Cancellation before renewal:** If you cancel before your next billing date, you will not be charged for the following period. Refunds are not issued for unused time within an active billing cycle unless exceptional circumstances apply.
- **Duplicate or erroneous charges:** If you were charged more than once for the same billing period due to a system error, you are entitled to a full refund of the duplicate charge(s).
- **Charges after cancellation:** If you were charged after a confirmed cancellation, our team will review the cancellation record and process a refund if the charge was applied in error.
- **No account access:** If charges were applied to a card linked to a business account you no longer control, our team will verify ownership and billing history before taking action.
- **Timeframe:** Refund requests should be submitted as soon as possible. The longer you wait after a charge, the more likely a request is to require additional review — so reach out promptly.

## **📝 What to Prepare Before Contacting Support**

To help our team resolve your case quickly, gather the following information before reaching out:

- The email address associated with the Search Atlas account (if known)
- The exact charge amount(s) and date(s) as shown on your bank or card statement
- The last four digits of the card that was charged
- Any confirmation emails or receipts you may have received from Search Atlas
- A brief description of your relationship to the account (e.g., former business owner, employee, etc.)

Having this information ready will allow our team to locate the account, verify the charges, and process your request without unnecessary delays.

## **💬 How to Request a Refund or Get Further Help**

Our billing team handles all refund requests and account access disputes directly through the platform's support chat. This ensures your case is logged, tracked, and resolved securely.

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.

Please note: if you do not currently have access to the Search Atlas platform, ask someone with access to initiate the chat on your behalf, or visit the Search Atlas login page and use the chat widget available there.