🔍 Overview
If you have experienced service failures, unauthorized automated changes, or simply wish to end your subscription, Search Atlas has a clear process for handling refund requests, cancellations, non-renewals, and data exports. This article walks you through each step so your request is handled as quickly as possible.
💳 How to Request a Refund
Refund eligibility depends on your subscription type and the nature of your concern. To submit a refund request:
- Log in to your Search Atlas account.
- Open the chat widget in the bottom-right corner of the platform.
- Type human teammate to be connected with our support team.
- Clearly state that you are requesting a refund and include: your account email, subscription plan name (e.g., Growth Annual), the date of your most recent charge, and a brief description of the service issue that prompted the request.
Our team will review your case against our refund policy and respond with next steps. Annual subscription refunds that involve unresolved service failures are treated as priority escalations.
🚫 How to Cancel Auto-Renewal
To prevent your subscription from renewing automatically on its next billing date, contact our support team who can process a non-renewal request on your behalf:
- Open the chat widget in the bottom-right corner of the platform.
- Type human teammate to be connected with a member of our team.
- State that you would like to cancel auto-renewal on your account and provide your account email and current subscription plan name.
- Our team will confirm the cancellation and you will receive confirmation that auto-renewal has been disabled.
Your access to the platform will continue until the end of your current paid period. Cancelling renewal does not automatically trigger a refund — submit a separate refund request if needed (see section above).
⏸️ How to Suspend Automated AI Actions
If OTTO SEO or any AI-powered automation is making changes to your live site that you did not authorise, contact our support team immediately so we can intervene and pause automated activity at the account level:
- Open the chat widget in the bottom-right corner of the platform.
- Type human teammate to be connected with a member of our team.
- Provide your account email, the affected site or project name, a description of the unauthorized changes observed, and the approximate date and time they occurred.
Note on AI Image Replacement: If images on your site were replaced without your explicit approval, this constitutes an unauthorized automated change. Contact our team as described above so we can stop further changes and review what occurred. If applicable, document the affected URLs and any before/after details to help expedite the investigation.
📦 How to Request a Data Export
If you need a copy of your account data — for example, prior to cancelling your subscription — our support team can assist with processing a data export request:
- Open the chat widget in the bottom-right corner of the platform.
- Type human teammate to be connected with a member of our team.
- State that you are requesting a data export and provide your account email and a description of the data you need (e.g., project reports, keyword rankings, audit history).
Our team will confirm what data is available for export and provide it in the appropriate format. We recommend submitting this request before your subscription ends to ensure continued access to your information during the process.
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.