🔍 Overview
This article explains Search Atlas's cancellation and refund policies, what to do if you believe you were charged in error, and how to get help resolving a billing dispute quickly.
📋 Search Atlas Refund Policy
Search Atlas offers a refund window outlined in our Terms of Service. Refund requests submitted outside of this window are generally not eligible for reimbursement. However, we take every billing concern seriously and review disputes on a case-by-case basis.
- Refund window: Refund requests must be submitted within the timeframe specified at the time of purchase or plan upgrade.
- Annual plans: Special promotional annual plans (including limited-time offers) may have separate refund terms communicated at checkout.
- Outside the window: Charges that fall outside the refund window are typically non-refundable, but exceptions may apply if there was a platform error or confirmed billing fault on our end.
❌ How to Cancel Your Subscription
To avoid future charges, it is important to confirm that your cancellation has been fully processed. Follow these steps to cancel your subscription:
- Log in to your Search Atlas account.
- Click your profile avatar and select Billing, then open Services.
- Click the ⋮ (three-dot) menu on your plan and select Cancel.
- Review the confirmation/retention step, then complete the final confirmation. Your access will continue until the end of the current billing period. A pending cancellation can be reversed from the same place using Activate.
- Look for a cancellation confirmation email in your inbox. This confirms your cancellation was successfully recorded.
Important: Initiating a cancellation request without completing all steps may leave your subscription active and subject to future billing. Always confirm you have received a cancellation confirmation email.
⚠️ Known Issue: Cancellation Confirmation Emails
We are aware of an issue where some customers who voluntarily cancel their subscription receive a confirmation email with an incorrect subject line referencing a "Subscription Charge Failure." The body of this email may also include unexpected messaging. This is a known bug currently awaiting a fix. If you receive an email like this after cancelling, your cancellation has still been processed correctly. You do not need to take any further action.
💰 If You Were Charged After Cancelling
In rare cases, a cancellation may not sync correctly across all billing systems, which can result in an unexpected charge after you believed your subscription had ended. If this has happened to you:
- Check your email for a cancellation confirmation. If you did not receive one, your subscription may not have been fully cancelled at the time.
- Log in to your account and verify your current subscription status under your profile avatar → Billing → Services.
- If your account shows as cancelled but you were still charged, this may indicate a billing sync error on our end.
We have resolved past incidents where cancellations were not properly reflected in our billing system. If you suspect this applies to your account, contact our support team immediately so we can investigate and, where applicable, issue a correction.
🛠️ Steps to Dispute a Charge
If you believe you have been charged incorrectly or have been billed after a valid cancellation, take the following steps:
- Gather your billing history — note the dates and amounts of the charges in question.
- Locate any cancellation confirmation emails you received from Search Atlas.
- Open the live chat widget in the platform (bottom-right corner) and provide our team with these details.
- Our team will review your account history, cross-reference cancellation records, and escalate to billing specialists if needed.
Please note: Disputes involving multiple charge cycles or significant amounts may require additional review time. Our team will keep you updated throughout the process.
🚫 Charges Outside the Refund Window
We understand it can be frustrating to discover recurring charges you did not expect, especially over several months. While our standard policy does not cover refunds outside the defined window, we review every escalated case individually. Factors we consider include:
- Whether a cancellation was genuinely attempted but failed due to a system error.
- Whether confirmation communications were misleading or not received.
- The length of time and total amount involved.
We cannot guarantee a refund for charges outside the refund window, but we are committed to investigating fairly and communicating clearly about what we find.
💬 Need Further Help?
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.