🔍 Why You Were Charged Instead of Getting a Free Trial
Search Atlas offers a free trial exclusively for new customers who have never previously held an active subscription. If your account has an existing or prior subscription on record, you are not eligible for the free trial period.
When an ineligible account attempts to activate a trial, the system automatically applies the standard subscription charge instead. This means you may see an unexpected charge rather than the expected $0 trial period.
📋 Common Reasons You May Be Ineligible
- You previously had an active Search Atlas subscription under the same account or email address.
- Your account was already upgraded or modified before the trial was activated.
- A team member or billing admin on your account previously started or completed a trial.
- Your account was created through a promotion or partner arrangement that excludes standard trials.
💳 How to Request a Refund
If you believe you were charged in error — for example, you are a genuinely new customer who has never held a Search Atlas subscription — you may be eligible for a refund. Because eligibility is determined by reviewing your account history, this requires assistance from our support team. To help us investigate as quickly as possible, please have the following ready before reaching out:
- The charge amount shown on your statement
- The date of the transaction
- The account name associated with your Search Atlas account
Our team will review your account history and the charge. If a refund is warranted, it will be processed as quickly as possible.
⚙️ What Happens After a Refund Is Issued
If a refund is approved:
- The amount will be returned to the original payment method on file.
- Your subscription will be adjusted or cancelled as agreed during the support conversation.
Please note that approved refunds are processed on a case-by-case basis and are subject to Search Atlas's billing and refund policy.
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.