## **🔍 Overview**

If you believe a Search Atlas tool — such as OTTO SEO — has caused unintended changes to your website that resulted in broken functionality or lost business, you may be eligible for a refund or account credit. This article explains what information our team needs and how to submit your request for review.

## **⚠️ Common Issues That May Qualify**

Some customers have reported that automated optimisations applied by OTTO SEO or other Search Atlas tools occasionally conflict with existing website configurations. Examples include:

- Broken mobile menus or navigation elements after optimisations were applied
- Unexpected layout changes on WordPress or other CMS platforms
- Scripts or code injections that interfered with third-party plugins or themes
- Site performance degradation following an automated update

These situations are taken seriously. Our team will investigate every reported case before making a refund determination.

## **📋 Document the Issue Before Reaching Out**

A well-documented report significantly speeds up the review process and strengthens your refund case. Please gather the following before contacting support:

- **Screenshots or screen recordings** showing the broken elements (especially mobile view)
- **The date and approximate time** the issue first appeared
- **The specific Search Atlas actions or optimisations** that were applied around that time
- **Your website URL** and the CMS or theme you are using
- **Evidence of business impact** if applicable — for example, analytics showing a drop in traffic or conversions during the affected period
- **The charge amount and billing date** you are requesting a refund for

## **📨 Submit Your Refund Request**

Once you have gathered your documentation, contact our support team directly with the details above so our team can begin the review. Refund requests are assessed on a case-by-case basis, and a member of our team will follow up with the outcome of the review.

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.