## 🔍 Overview

If you've been charged unexpectedly or believe a payment was made in error, Search Atlas has a process to review your case and resolve it fairly. This article explains how billing disputes work, what qualifies for a refund, and how account credits are applied.



## 💳 Common Reasons for a Billing Dispute

Customers typically reach out about billing issues for the following reasons:

- An unexpected charge appeared on their statement
- A payment was processed after a cancellation or plan change
- A previously removed card was charged again
- A charge doesn't match the plan or amount they expected
- A duplicate payment was made

If any of these apply to your situation, you may be eligible for a refund or an account credit.



## ✅ Refund Eligibility — What to Know

Refund eligibility is reviewed on a case-by-case basis. While Search Atlas does not guarantee refunds for all charges, our billing team will assess your situation with the following in mind:

- **Timing:** Disputes raised shortly after the charge date are more likely to be approved.
- **Charge type:** Accidental charges, system errors, or internal billing issues are prioritized for resolution.
- **Account activity:** If the plan or feature was not used during the billing period in question, this is taken into consideration.
- **Previous credits or adjustments:** Any credits already applied to your account are factored into the resolution.

If your charge was caused by a platform-side issue — such as an incorrect card being billed or a system error — this is treated as an internal billing issue and handled with priority.



## 🔄 How Credits Work as a Resolution

In some cases, rather than a direct refund to your payment method, our team may offer an **account credit** as a resolution. Here's what that means for you:

- Credits are applied directly to your Search Atlas account balance
- They are automatically deducted from your next invoice
- Credits do not expire while your account remains active
- You can verify your current credit balance inside the platform under your billing settings

If a credit has been applied to your account and you're having trouble seeing it reflected, please reach out via the live chat widget so our team can confirm the details.



## 📋 How to Submit a Billing Dispute

To get your billing dispute reviewed as quickly as possible, follow these steps:

1. Log in to your Search Atlas account.
2. Navigate to the top-right avatar (Account Menu) and select **Billing** to locate the charge in question.
3. Note the charge date, amount, and any relevant plan or invoice details.
4. Open the chat widget in the bottom-right corner of the platform.
5. Type **human teammate** to be connected with a member of our billing team.
6. Share the charge details and explain the reason for your dispute.

Our team will review your account, confirm the charge details, and provide a resolution — typically a refund to your original payment method or an account credit — within a reasonable timeframe.



## ⚠️ Tips to Avoid Future Billing Issues

To reduce the chance of unexpected charges on your account, we recommend the following:

- **Review your payment methods regularly:** Remove any outdated or unused cards from your billing settings to prevent accidental charges.
- **Check your plan renewal date:** Know when your billing cycle renews so charges don't come as a surprise.
- **Monitor plan changes:** If you downgrade or cancel, confirm the change is saved before your next billing date.
- **Keep your billing details updated:** Ensure your primary payment method is current to avoid failed payments or retry charges.

## 🙋 Need Help With a Specific Charge?

Our team is ready to review your account and work toward a fair resolution. 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.