🔍 What Happened
Some customers were charged more than once for a Summit VIP ticket and, in some cases, the original resolution also involved implementation hours charges on the same account. If your statement shows unexpected charges related to your Summit VIP purchase or implementation hours, our team can review and process refunds for any amounts that should not have been collected.
If your email or bank statement confirms more than one charge for the same item, you are not at fault and a refund for the duplicate charges can be processed by our support team.
✅ What Gets Refunded
If duplicate charges are confirmed by our billing team, the extra charges are refunded to your original payment method. Only the legitimate charge for your VIP ticket or implementation hours is retained — any additional charges beyond what you were meant to pay are reversed.
- Refund method: Original payment method (the card charged at checkout)
- Refund type: Full refund for each confirmed duplicate or erroneous charge
- Timeframe: Our support team will confirm the expected timeframe when they process your refund, as this can vary
🛠️ How to Get Your Refund
Because duplicate charge refunds require verification against our billing records, this process must be initiated through our support team. To help us locate and process your refund as quickly as possible, please have the following information ready before you open the chat:
- Your full name as it appears on your account
- The email address associated with your Search Atlas account or used during checkout
- The last 4 digits of the card(s) charged — if multiple cards were charged, include the last 4 digits of each
- The number of charges that appeared on your statement, and whether any relate to implementation hours in addition to the Summit VIP ticket
Once our team receives this information, they will locate the charges in our billing system and process refunds for every duplicate or erroneous transaction — including any implementation hours charges that should not have been billed. You do not need to contact your bank or open a dispute — our team handles this directly.
To reach the support team, use the live chat widget in your Search Atlas dashboard or contact us through the Help Center. When you start the chat, let the agent know you have a duplicate Summit VIP charge (and/or implementation hours charge) so they can escalate your case to billing immediately.
📋 What to Expect After Submitting
After our support team confirms the refund:
- You will receive confirmation of the refund amount and the number of transactions reversed
- The funds will be returned to your original payment method — ask the agent for the specific timeframe when you chat with them
If you have any questions or need further assistance, please don't hesitate to reach out to our support team via the live chat widget in your Search Atlas dashboard.