## 💡 Overview

This article explains how to request a refund for a charge on your Search Atlas account and how to remove saved payment methods. Both actions can be handled quickly through our support team via the in-platform chat widget.



## 🔍 When You Can Request a Refund

Refunds are reviewed on a case-by-case basis. Common situations where a refund may be applicable include:

- You were charged after submitting a cancellation request
- A duplicate charge appeared on your account
- You were billed for a plan or feature you did not intend to activate
- A charge was applied to an incorrect billing destination

Search Atlas does not guarantee refunds outside of these scenarios, but our team will always review your situation fairly.



## 📋 How to Request a Refund

1. **Log in** to your Search Atlas account.
2. Open the **chat widget** in the bottom-right corner of the platform.
3. Type **human teammate** to be connected with a member of our support team.
4. Provide the following details to speed up the process:

   - The date and amount of the charge in question
   - A brief description of why you are requesting a refund
   - Your billing email address if it differs from your login email
5. Our team will review the request and confirm the outcome, typically within one business day.

**Important:** If you previously requested a cancellation or refund and did not receive a confirmation, please mention this when you contact our team so we can locate the original request and prioritise your case.



## 🗑️ How to Remove a Saved Payment Method

Stored payment methods (such as credit or debit cards) can be removed from your account. Follow these steps:

1. **Log in** to your Search Atlas account.
2. Click your **avatar** and select **Billing**, then open the **Plans & Top-ups** tab.
3. Locate the payment method you want to remove under the **Payment Methods** section.
4. Click **Remove** next to the card and confirm **Yes, remove card**.

You can also **Set as primary** to change your default card. The **Remove** button only appears when you have more than one saved card — the last remaining card cannot be removed this way. To replace your only card, add a new one using **Add Payment Method**, set it as primary, and then remove the old card. Alternatively, contact our support team to remove the only card on your account.

**Note:** If you have already cancelled your subscription and a stale payment method is still showing on your account, our team can remove it on your behalf.



## ⚠️ Important Things to Know

- Refunds are processed through our payment provider and may take **5–10 business days** to appear on your statement, depending on your bank.
- Removing a payment method does not automatically cancel your subscription. If you wish to cancel, please do so separately through the **Billing** settings or by contacting support.
- If you cancel your subscription but forget to remove your payment details, no further charges will be applied once the cancellation is confirmed — but we recommend removing the card for your own peace of mind.
- Refund eligibility is assessed based on your account activity and the timing of your request relative to the charge date.

## 🛠️ 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.