💳 Understanding refund reviews
If a Search Atlas issue has remained unresolved, you can request a review of the related charges. Refund decisions depend on the specific circumstances, billing records, service usage, and the steps taken to resolve the issue.
A refund is not automatic because an issue was reported, a feature did not meet expectations, or time was spent troubleshooting. Each request is reviewed individually and may apply to specific billing periods or charges.
📝 What to include in your request
Provide clear details so the team can investigate efficiently:
- Your Search Atlas username or account ID, so the team can verify the account the charges were made on
- The affected project, site, feature, or subscription
- A description of the unresolved issue and when it began
- Steps you took to resolve it, including relevant scans, settings, or support conversations
- The billing periods or transactions you want reviewed
- The outcome you are requesting, such as a full or partial refund
🔎 How your request is reviewed
- The team verifies your account and the charges involved.
- They review the reported issue, account activity, and troubleshooting history.
- They determine whether the issue affected the paid service and whether a refund or adjustment is appropriate.
- You receive an update through the platform with the review outcome and any next steps.
⚙️ Check these items first
Before submitting a request, confirm that the issue is still occurring and review the relevant settings and activity in the platform for the feature involved.
If the issue involves billing, identify the exact charge and billing period rather than requesting a refund for an unspecified amount. Canceling a subscription prevents future charges but does not automatically refund previous charges.
💬 Submit a refund request
Open the chat widget in the bottom-right corner of the platform and type human teammate. Explain that you are requesting a refund review for an unresolved service issue and include the information listed above.
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.