🔍 Why You May Have Been Charged
Some customers purchase what they believe is a one-time webinar or event package, but are inadvertently enrolled in a recurring Search Atlas subscription. This typically happens when a promotional webinar offer is bundled with — or transitions into — a monthly or annual subscription plan at checkout.
Common reasons this occurs include:
- A webinar registration that included a trial or subscription as part of the offer
- An auto-renewal that activated after a promotional period ended
- A checkout flow where subscription terms were included alongside a one-time product
📋 How to Identify Your Charges
Before contacting support, gather the following information to speed up your refund review:
- Log in to your Search Atlas account and navigate to Billing or Subscription Settings.
- Check your plan name, billing cycle, and the date your subscription started.
- Review your email inbox for any confirmation emails from Search Atlas or Stripe — these will show what plan was purchased and when.
- Check your bank or credit card statement for the charge amount and dates. Charges of $99 per month indicate an active recurring subscription.
✅ What Our Refund Policy Covers
Search Atlas reviews refund requests on a case-by-case basis. While we do not guarantee refunds for all past charges, we take disputes seriously and will investigate any situation where a customer was charged for a plan they did not knowingly activate or use.
Key things to know about our refund policy:
- Unused subscription time may be eligible for a partial or full refund depending on the circumstances.
- Multiple recurring charges for an account with no usage history are given priority review.
- Webinar-only purchases that were incorrectly converted to subscriptions are treated as billing errors and escalated accordingly.
- Refund eligibility and the number of charges that can be refunded are assessed by our billing team during review.
🚫 Important: Cancel Your Subscription First
If you do not want to continue being charged, cancel your subscription immediately before or during your refund request. Submitting a refund request does not automatically cancel your plan.
- Log in to Search Atlas.
- Go to Settings → Billing → Subscription.
- Select Cancel Plan and follow the prompts to confirm cancellation.
Once cancelled, your access will remain active until the end of the current billing period, and no further charges will occur.
📩 How to Submit a Refund Request
To request a refund review for unexpected or unused subscription charges, follow these steps:
- Gather your billing details: charge dates, amounts, and the email address linked to your account.
- Note the reason for your request — for example, that you believed you were purchasing a webinar package, not a subscription.
- 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.
- Share your account email, the number of charges you are disputing, and any relevant context about your original purchase.
Our team will review your account activity, verify usage, and escalate to our billing specialists if a refund is warranted. Response times may vary, but escalated billing cases are prioritised.
⚠️ Avoid Filing a Credit Card Dispute Before Contacting Us
We strongly encourage you to contact our support team before filing a chargeback or dispute with your bank or credit card provider. Filing a dispute while a refund review is in progress can complicate or delay the resolution. Our team is committed to resolving legitimate billing issues fairly and promptly.
💡 Tips to Prevent Future Unexpected Charges
- Always review the checkout confirmation page carefully for any subscription terms before completing a purchase.
- Check your inbox for post-purchase emails that outline your plan details and renewal dates.
- Set a calendar reminder to review your subscription status after any promotional or trial period ends.
- Regularly audit your Billing section inside Search Atlas to confirm your active plan.
🙋 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.