## 🔍 Recognizing the Charge

If you see a charge on your bank or credit card statement labeled **SA GROUP\* SEO SOFTWARE NEW YORK NY**, this is a Search Atlas subscription charge. A **$199 charge** typically corresponds to the Search Atlas Growth plan.

This charge may appear unexpected if you did not intentionally complete a subscription sign-up, or if a billing issue caused your account to be enrolled without your direct confirmation.



## ⚠️ Why This Can Happen

Our engineering team has identified and resolved several billing system issues that, in some cases, caused customers to be charged for a Growth plan subscription unintentionally. These issues have been hotfixed. However, if you have been affected, you are entitled to request a cancellation and refund.



## 🛠️ What To Do Right Away

1. **Check your account:** Log in to your Search Atlas account and navigate to **Avatar (top-right corner) > Billing** to confirm whether a Growth plan subscription is active on your account.
2. **Note the charge date:** Find the exact date and amount of the charge on your bank or card statement. This information will be needed when you contact support.
3. **Act quickly:** Refund requests are easiest to process within **72 hours** of the charge. If you are outside this window, a refund exception may still be possible — see the section below.

## 💬 How To Request a Cancellation and Refund

Because account cancellations and refund approvals must be handled by our billing team, you cannot complete this process through self-serve settings alone. Follow these steps:

1. Open the **chat widget** in the bottom-right corner of the platform.
2. Type **human teammate** to be connected with a member of our team.
3. Share the following details with the agent:

   - The charge amount (e.g., $199)
   - The charge date (e.g., 5/31/2026)
   - The statement descriptor you see (e.g., **SA GROUP\* SEO SOFTWARE NEW YORK NY**)
   - A brief note that you did not intend to subscribe to the Growth plan
4. The agent will **cancel the subscription** and **file a refund request** on your behalf.

## ⏱️ What To Expect After You Request a Refund

Here is a realistic timeline of what happens after your request is submitted:

- **Within 72 hours of the charge:** Refund requests are typically approved and processed to your original payment method without escalation.
- **After 72 hours:** A standard refund may be initially declined per our billing policy. If this happens, our team can escalate your case for a **refund exception review**. Exception approvals have been granted for customers affected by unintended or system-triggered charges.
- **Account credit offer:** In some cases, our team may offer an account credit instead of a cash refund. You are not required to accept this — you may request that your case be escalated for a full refund to your original payment method.
- **Refund processing time:** Once approved, refunds are returned to your **original payment method**. Depending on your bank or card issuer, funds typically appear within **5–10 business days**.

## 📋 Tips for a Faster Resolution

- Contact support as soon as you notice the charge — the sooner you reach out, the smoother the process.
- Have your billing statement or a screenshot of the charge ready before starting the chat.
- If you are told the refund is outside the standard window, explicitly ask the agent to **escalate for a refund exception**. This has been approved for customers in similar situations.
- Keep a note of the agent name and any case or ticket reference number provided during your conversation.

## 🙋 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.