📌 Overview
The standard refund window is 72 hours from the date of charge. This article covers situations that fall outside that window or involve special circumstances — such as annual plan charges, service failures, incorrect products, or refunds to a different payment method.
⏱️ Standard Refund Reminder
- Eligible window: Within 72 hours of the charge date.
- How to request: Use the live chat widget inside your Search Atlas account.
- Outside the window: Not automatically approved — reviewed case by case.
For the full standard refund policy, see the main Refunds article in this section.
❓ Common Edge-Case Scenarios
I was charged for an annual plan and want a refund
Annual plan charges are reviewed individually. Contact support as soon as possible with your account email, the charge amount, and the reason for the refund request. Refunds for annual plans that have been active for several months are typically not approved, but billing discrepancies (wrong plan, duplicate charge, or charge that did not match what was communicated) are treated as priority cases.
I cancelled but was still charged
If you cancelled and were charged after your cancellation date, this is a billing discrepancy and is treated as a priority. Gather your cancellation confirmation (email or screenshot) and contact support immediately. These cases are not subject to the standard 72-hour window.
The service did not work as expected
Refund requests based on tool performance are evaluated individually. To request a review, contact support and describe:
- Which feature or service failed.
- What steps you took and what the outcome was.
- Approximate dates of the issue.
Our team will escalate to the product team for verification before approving any refund.
I want a refund to my bank account, not HDC credits
By default, approved refunds go back to the original payment method. If your card was removed or expired, our billing team can arrange an alternative refund method. Specify your preference when you contact support.
I purchased the wrong add-on or plan
If you purchased the wrong product by mistake, contact support within 72 hours. Purchases older than 72 hours where no usage has occurred may still qualify for a review — describe your situation clearly and our team will advise.
I have an implementation service charge I want refunded
Implementation and onboarding service fees have their own refund policy. Contact your account manager or support with your invoice details to initiate a review.
My refund was approved but I have not received it yet
Approved refunds typically take 5–10 business days to appear on your bank statement, depending on your card issuer. If it has been longer than 10 business days, contact support with the approval confirmation and we will investigate with our payments processor.
I want a partial refund for unused time on a monthly plan
Monthly plans are billed in full at the start of each cycle. Partial refunds for unused time are not standard policy, but exceptions may be made when the account was inactive for documented reasons. Contact support to request a review.
🔍 How to Contact Support
Use the live chat widget inside your Search Atlas account for all refund requests. Include:
- Your account email address.
- The charge amount and date.
- A brief description of the situation.
This ensures your request reaches the billing team directly and gets resolved as quickly as possible. Do not email an external address — requests sent outside the in-app chat may not be tracked.