📋 Understand the Refund Exception Process
Search Atlas does not offer automatic refunds for auto-renewals outside the standard refund window. However, refund exceptions may be granted in certain cases, such as when a customer was unaware of the renewal, experienced platform issues, or did not use the service after renewal.
Refund exceptions are reviewed manually by the billing team and are not guaranteed. If approved, the refund is issued to the original payment method.
🛑 Before You Request a Refund
Please note that requesting a refund exception may result in the removal of your project and loss of access to all associated data, reports, and settings. This action is irreversible.
If you wish to keep your account active, consider alternatives such as downgrading your plan or pausing your subscription instead.
📨 How to Submit a Refund Exception Request
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Open the chat widget in the bottom-right corner of the platform.
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Type human teammate to connect with a support agent.
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Provide the following details:
- Your account email and workspace name
- The date of the auto-renewal charge
- The amount charged
- A brief explanation of why you are requesting a refund (e.g., forgot about auto-renewal, platform issues, no usage after renewal)
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The agent will document your request and escalate it to the billing team via internal channels.
⏱️ What Happens After Submission
Once escalated, the billing team reviews your request. This typically takes 1–3 business days. You will be notified of the decision via the chat widget.
If approved, the refund is processed to your original payment method. Refunds typically reflect within 5–10 business days, depending on your financial institution.
If denied, the agent will inform you of the reason and may offer alternative options such as account credits or a discount on future renewals.
⚠️ Important Notes
- Refund exceptions are evaluated on a case-by-case basis and are not guaranteed.
- Approved refunds result in immediate project deletion and loss of all data.
- Only the most recent auto-renewal charge is eligible for exception review.
- Repeat requests for the same or similar reasons are unlikely to be approved.