## **📌 Overview**

Cancelling your Search Atlas subscription and requesting a refund are two separate steps. Cancelling stops future charges. A refund on a recent invoice is reviewed and processed by our billing team. This article explains what to expect, how to check where things stand, and what to do if your conversation with support is interrupted before the refund is started.

## **🔄 Cancellation vs. Refund: What's the Difference?**

- **Cancellation** ends your subscription so you are not billed again on the next renewal date.
- **Refund** is a separate request to return money for a charge that has already gone through, such as your most recent invoice.

Cancelling does not automatically refund your latest payment. If you want a refund, it needs to be requested and reviewed by the billing team. Refunds are not guaranteed and are reviewed based on your situation and our billing policies.

## **✅ How to Confirm Your Cancellation Went Through**

Before you follow up on a refund, make sure your cancellation is complete. Doing so protects you from being charged again.

1. Log in to your Search Atlas account.
2. Open the billing or subscription area of your account settings.
3. Check that your plan shows as cancelled, or that no future renewal date is listed.
4. Take a screenshot of the page for your records.

If your plan still shows as active or a renewal date is still listed, let our team know right away so it can be corrected before the next billing date.

## **🔍 How to Check Your Refund Status**

Once a refund has been approved, you can usually see it in two places:

- **Your Search Atlas billing history:** Look for a refund or credit entry linked to the invoice in question.
- **Your bank or card statement:** The refund appears as a credit from the original payment method.

After a refund is approved, it commonly takes about 5 to 10 business days to show on your statement. The exact timing depends on your bank or card issuer. Weekends and public holidays can add extra time.

## **⚠️ What If My Support Chat Was Interrupted?**

Sometimes a conversation is cut off while you are being transferred to billing. If you started the cancellation and refund process but the chat ended before billing took over, **the refund may not have been started yet**. Do not assume it is in progress. Here is what to do:

1. Open the chat widget in the bottom-right corner of the platform.
2. Type **human teammate** to be connected with a member of our team.
3. Explain that you began a cancellation and refund request in an earlier chat that was interrupted before the billing handoff.
4. Share the details listed in the next section so the team can pick up where you left off without starting over.

## **🧾 What to Have Ready**

Having this information on hand helps our team review your request faster:

- The name on your Search Atlas account or your login details
- The date and amount of the invoice you want refunded
- The last four digits of the payment card used
- A screenshot showing your cancellation status
- A short summary of your earlier conversation, including what you were told and roughly when it happened

## **💡 Tips to Avoid Delays**

- **Request your refund promptly.** The sooner you ask after a charge, the easier it is to review.
- **Keep your own records.** Screenshots of your cancellation status and billing history can save time.
- **Don't re-subscribe while a refund is pending.** A new subscription can create a new charge and make the situation harder to sort out.
- **Confirm the outcome.** Before ending a chat, ask for a clear statement of whether the refund was approved and what the next step is.

## **❓ Frequently Asked Questions**

**Will I be charged again after I cancel?** Once your cancellation is confirmed, you should not be billed again. If you see a new charge after cancelling, contact our team right away.

**Is my refund guaranteed?** No. Refunds are reviewed by the billing team and depend on your account and our billing policies. Our team will tell you the outcome of your request.

**My refund was approved, but I don't see it yet. What now?** Allow up to 10 business days for your bank to post it. If it still hasn't appeared after that, check your billing history for the refund entry and have the details ready when you reach out.

**Do I need to repeat everything if my chat was cut off?** You will need to let the next team member know what happened, but you should not have to start from scratch. Share your summary and supporting details to help them continue the process.

## **🙋 Need More Help?**

If you need further assistance, open the chat widget in the bottom-right corner of the platform and type **human teammate** to be instantly connected with a member of our team.