## **🔍 How Our Free Trial Works**

Search Atlas offers a free trial to eligible new accounts. Before your trial begins, you will see a clear summary of the terms — including the trial duration, what happens at the end of the trial period, and the plan you will be enrolled in if you continue. A valid payment method is required to activate the trial, but you should **not** be charged until the trial period ends.

If you believe you were charged before your trial ended, or that a free trial was promised to you but not applied to your account, we want to make this right as quickly as possible.

## **⚠️ Common Reasons a Charge May Appear Unexpectedly**

- **Trial not applied at signup:** In some cases, a promotional trial offer may not have been correctly linked to your account during registration.
- **Trial period already ended:** Charges are automatically applied once the trial window closes. If you did not cancel before the end date, your selected plan is activated.
- **Multiple accounts:** Free trials are available once per customer. If a second account was created, it may not qualify for a trial and could be billed immediately.
- **Promotional code not entered:** If your trial was tied to a specific promo code that was not entered at checkout, standard billing would apply.

## **📋 What Information to Have Ready**

To help our team resolve your dispute quickly, please gather the following before reaching out:

1. The email address used to create your Search Atlas account.
2. The date you signed up and the date you were charged.
3. The charge amount and the last four digits of the card that was billed.
4. Any promotional offer details you received — for example, a signup page URL, email, or promo code.
5. A screenshot of the charge from your bank or card statement, if available.

## **💡 Our Refund Policy for Disputed Trial Charges**

Search Atlas reviews each disputed charge on a case-by-case basis. If our team confirms that a free trial was promised and was not correctly applied to your account, a **full refund** will be issued for the charge in question. Refunds are typically processed within **5–10 business days** and will be returned to the original payment method.

Please note that refunds are not available for charges that occurred after a trial period ended without cancellation, or for charges on plans that have been actively used during the billing period. However, if you have concerns about any specific charge, our team is always willing to review your situation.

## **🗑️ Requesting Account Deletion**

If you would like your account permanently deleted along with your refund request, our support team can process both at the same time. Please be aware that **account deletion is irreversible** — all your projects, reports, and saved data will be permanently removed and cannot be recovered. Make sure to export any data you want to keep before submitting your deletion request.

## **🛠️ How to Get This Resolved**

Our support team handles all billing disputes and account deletion requests directly through the platform. To get started:

1. Log in to your Search Atlas account (or the account associated with the charge).
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 team.
4. Share the details listed in the section above so we can investigate and resolve your case as quickly as possible.

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.