If you were charged while a platform outage prevented you from accessing Search Atlas or using your credits, you may be eligible for a refund or account credit. This article explains what to expect and how to escalate your request to our billing team for review.
Search Atlas reviews refund and compensation requests on a case-by-case basis. The following situations are generally considered valid grounds:
Extended platform outages — periods of confirmed service unavailability that prevented normal use of the platform.
Credits unused due to downtime — if a billing cycle included an outage that stopped you from consuming purchased credits or running campaigns.
Refunds are not automatically issued. You must submit a request so our team can verify the outage period against your account activity and billing history.
Because this requires a manual review by our billing team, having the following details ready will help us resolve your case as quickly as possible:
The date range when you were unable to access the platform or use credits.
The invoice amount and approximate charge date associated with the billing period in question.
A brief description of the features or credits you could not use during the outage period.
Any error messages or screenshots you captured at the time, if available.
Your account email address and workspace or project name so our team can locate your billing record quickly.
Once you contact our support team, here is what to expect:
Our team will verify the outage period against internal incident records to confirm service unavailability on your account.
Your credit usage and billing cycle will be reviewed to determine the appropriate compensation.
If approved, a refund or account credit will be applied — our team will confirm the outcome and timeline directly with you.
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.