🔍 Overview
Search Atlas has a standard no-refund policy for subscription fees. However, we recognise that exceptional circumstances — such as a verified, unresolved product bug that prevents you from using the platform — may qualify for a policy exception refund. This article explains the criteria and how to get your request in front of the right team.
✅ When a Policy Exception May Apply
A refund exception is considered on a case-by-case basis. The following conditions generally support eligibility:
- Verified product bug: A technical issue has been confirmed by our engineering team that directly prevents core platform functionality from working for your account.
- Unresolved for an extended period: The bug remained unresolved despite active escalation, leaving the product unusable for your account.
- Active subscription during the affected period: You were billed for one or more subscription periods during which the issue made the product unusable.
- Documented communication: You reported the issue through the platform's support chat and received acknowledgement from the Search Atlas team.
Meeting these conditions does not guarantee a refund, but it does make your case eligible for formal review and exception approval.
📋 How to Submit a Refund Exception Request
To request a policy exception refund, please have the following ready before reaching out to our support team:
- The dates on which the bug was first reported and any subsequent follow-ups
- Confirmation messages or acknowledgements you received from our support team
- A description of the affected features and how they prevented you from using the platform
- The billing periods impacted by the issue
- Your account email address and subscription plan details
Once you have this information ready, reach out to our support team. Providing complete details upfront helps ensure your request is handled as efficiently as possible.
⏱️ What Happens After You Submit
Once your request is received, a support team member will review the details you have provided and assess whether your situation qualifies for a policy exception. If your case meets the relevant criteria, it will be escalated internally for approval consideration. You will be informed of the outcome through the support chat.
Please note that all refund policy exception decisions are made on a case-by-case basis, and approval is not guaranteed. The review process may take some time depending on the complexity of the case.
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.