🔍 Overview
If you submitted a cancellation request and were still charged, you may be entitled to a refund. This article explains why unexpected charges can occur, what qualifies for a refund, and exactly how to get your issue resolved quickly.
⚠️ Why You May Have Been Charged After Cancelling
In some cases, customers who submitted cancellation requests by email or through other external channels were still billed. This can happen for the following reasons:
- Email cancellations are not processed automatically. Search Atlas does not accept cancellation requests via email. Emails sent outside the platform are not connected to your billing system and cannot trigger a cancellation.
- Cancellation was not completed in the dashboard. A cancellation is only confirmed when you complete it yourself via Profile avatar → Billing → Services → ⋮ menu on the plan → Cancel, including the confirmation/retention step.
- Duplicate subscription billing. In rare cases, a technical issue may have created a duplicate subscription entry on your account, resulting in an unexpected charge.
- Renewal timing. If a cancellation request was submitted very close to a renewal date, the charge may have already been processed before the cancellation took effect.
✅ What Qualifies for a Refund
Each refund request is reviewed individually. The following situations are typically eligible for consideration:
- You submitted a cancellation request in writing (even by email) and received no response, but were still charged.
- You were billed due to a duplicate subscription created by a platform or checkout error.
- You were charged after your account should have been cancelled based on a confirmed interaction with our support team.
Refunds are not automatically guaranteed in all cases. Our team will review your account history, billing records, and any prior communications before making a decision.
📋 How to Request a Refund
Follow these steps to submit your refund request as efficiently as possible:
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Log in to your Search Atlas account. All support interactions must be initiated from inside the platform.
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Open the chat widget located in the bottom-right corner of the screen.
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Type human teammate to be connected with a member of our support team.
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Provide the following details so your case can be resolved without delays:
- The date(s) you were charged unexpectedly
- The amount(s) charged
- A brief description of when and how you attempted to cancel
- Any reference numbers or confirmation messages you received
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Our team will review your account and respond with a decision or next steps, typically within one business day.
⏱️ Refund Processing Timelines
Once a refund is approved, the following timelines apply:
- Credit or debit card refunds: 5–10 business days to appear on your statement, depending on your bank or card issuer.
- PayPal or other payment methods: Timelines may vary. Our team will confirm the expected timeframe when your refund is processed.
You will be notified through the platform chat once your refund has been submitted on our end.
🛡️ How to Avoid This Issue in the Future
To make sure your cancellation is processed correctly and you are not billed unexpectedly, follow these best practices:
- Always cancel directly inside your Search Atlas account. Go to your Profile avatar → Billing → Services, then open the ⋮ menu on your plan and choose Cancel, completing the confirmation/retention step. Access continues until the end of the current billing period, and a pending cancellation can be reversed from the same place with Activate.
- Do not rely on email to cancel your subscription. Emails are not connected to our billing system and will not trigger a cancellation.
- Request written confirmation. After cancelling, ask a support teammate to confirm your cancellation status via the in-platform chat so you have a clear record.
- Check your billing date before cancelling. If your renewal is within 24–48 hours, contact support immediately so the team can flag your account before the charge processes.
💬 Still Need 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.