Cancel: With a Refund Request

🔧 Fix Account Linking, Cancellation, and Refund Issues

🛠️ Cancel and Request a Refund

🛑 Stop further site changes If OTTO SEO changes affected your site, stop additional updates before troubleshooting. In the platform, open OTTO SEO from the left sidebar, select All Sites, choose the affected site, and use Freeze sites. Freezing prevents further automated changes while you review the issue. 🔍 Review the affected changes 1. Open OTTO SEO from the left sidebar. 2. Review Overview, Crawl Monitoring, and All Audits for recent activity and affected pages. 3. Compare the current appearance with your previous site version, backup, or staging environment. 4. Record the affected URLs and describe the visual or functional problem, such as changed spacing, colors, layouts, or page elements. If your website has a backup or version-control system, restore the last known-good version according to your normal website management process. Avoid making additional automated changes until the issue is resolved. 💳 Cancel your subscription To cancel, open the account or billing area available in your Search Atlas platform and follow the cancellation instructions. Cancellation stops future renewals according to the terms shown during the process. Freezing a site and cancelling your subscription are separate actions, so freeze affected sites first if you need to prevent more changes immediately. 💰 Request a refund Refunds are reviewed based on your plan, purchase date, renewal status, and the circumstances of the request. Cancellation does not automatically guarantee a refund. Include the following information with your request: - The account or workspace affected - The date and time you noticed the problem - Affected page URLs - A description of the visual or functional damage - Screenshots or other evidence showing the issue - Whether the site was frozen, restored, or changed after the incident Do not share passwords or other sensitive information. A team member can review the account, explain available options, and confirm whether a refund is approved. 🤝 Get help with site damage If the site is broken, the visual appearance changed unexpectedly, or you cannot find the cancellation or billing option, include the affected URLs and screenshots when contacting support. 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.

💳 Dispute an Unauthorized Charge and Cancel Subscription

🔍 Understanding the Charge If you see an unexpected charge from Search Atlas on your billing statement, it is most commonly related to one of the following: - A Starter or base plan subscription that was activated during a sign-up or trial flow - An automatic renewal of a monthly or annual plan you may have forgotten about - A top-up or add-on bundled into your subscription at checkout - A legacy plan that was deactivated inside the platform but not fully cancelled in our billing system Reviewing your subscription status before contacting support can help resolve your case faster. 📋 How to Check Your Current Subscription 1. Log in to your Search Atlas account. 2. Click your avatar in the top-right corner to open the Account Menu. 3. Navigate to Billing from the account menu (person icon, top-right). 4. On the Plans & Top-ups tab, review your active plan, renewal date, and any add-ons. If you see an active plan you did not intentionally subscribe to, note the plan name and the charge amount before reaching out to our team. ❌ How to Cancel Your Subscription To cancel your subscription and stop future charges, follow these steps: 1. Log in to your Search Atlas account. 2. Click your avatar in the top-right corner. 3. Go to Billing → Services. 4. Locate your active plan, click the ⋮ (three-dot) menu, and select Cancel. 5. Review the confirmation/retention step, then confirm cancellation on the final screen. After cancelling, your access continues until the end of the current billing period — the subscription does not end immediately. If you change your mind, you can reverse a pending cancellation from the same place by clicking Activate. Important: Cancelling your plan inside the platform is required to stop recurring charges. Simply stopping use of the platform or closing your browser does not cancel your subscription. Contacting support is optional — you can cancel yourself directly from the dashboard. If you completed a cancellation in the past and were still charged, our support team will investigate and correct the error. 💰 How to Request a Refund Search Atlas reviews refund requests on a case-by-case basis. To give your request the best chance of a quick resolution, have the following information ready when you contact us: - The email address associated with your Search Atlas account - The exact charge amount and the date it appeared on your statement - A brief explanation of why the charge was unauthorized or unexpected - Confirmation of whether you have already cancelled the subscription Our team can verify the charge against our billing records, confirm whether your cancellation was processed correctly, and issue a refund where applicable. ⚠️ Common Reasons Charges Appear Unexpectedly - Trial conversions: Free trials that convert to paid plans automatically if not cancelled before the trial ends. - Legacy plan errors: In some cases, older plans that were manually deactivated inside the platform were not fully cancelled in our payment processor, resulting in continued charges. Our team is actively working to prevent this. - Re-checkout on a past-due account: Completing a new checkout while a previous subscription was past-due may have created duplicate billing. If this applies to you, contact support immediately. - Bundled top-ups: Some promotional or special offers include usage top-ups that are reflected as a higher charge at renewal. 🛡️ Preventing Unexpected Charges in the Future - Always confirm cancellation through the account menu (person icon, top-right) → Billing page and look for a confirmation message or email. - Check your subscription status after any plan change, promotional offer, or trial sign-up. - Review your billing statement each month and contact us promptly if anything looks unfamiliar. 💬 Contact Support 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.

💳 Understanding Refunds, Charges, and Cancellation Policy

💡 Overview We understand it can be frustrating to pay for a subscription while waiting for a specific feature to become available. This article explains our billing and refund policy clearly so you know exactly where you stand and what options are available to you. 💳 How Monthly Billing Works Search Atlas operates on a recurring monthly subscription model. Your account is billed automatically on the same date each month based on your chosen plan. These charges cover access to the full suite of tools currently available on the platform — not any specific individual feature. Subscription charges are not paused or suspended while new features are in development, regardless of which features you are waiting for. Our development roadmap is active and ongoing, but billing continues uninterrupted during that time. 🔄 Our Refund Policy Search Atlas evaluates refund requests on a case-by-case basis. However, there are a few important points to understand: - Refunds are not automatic or recurring. Receiving a one-time courtesy refund does not create an ongoing arrangement to refund future charges. - Awaiting a feature does not qualify as automatic grounds for repeated refunds. Our platform offers a broad set of tools, and subscription access is not tied to the release of any single feature. - We do not issue monthly refunds indefinitely while a feature remains in development. Each refund request is reviewed independently. If a previous refund was issued as a goodwill gesture, please be aware this does not guarantee future refunds under the same circumstances. ❌ How to Cancel Your Subscription If the platform no longer meets your current needs while you wait for a specific feature, you are welcome to cancel your subscription at any time. You will not be charged again after your cancellation is processed, and you will retain access to the platform until the end of your current billing period. To cancel your account, click your profile avatar and go to Billing → Services, then click the ⋮ menu next to the service you want to cancel and select Cancel. You can cancel your plan and any add-ons yourself — no need to contact support. We recommend requesting cancellation before your next billing date to avoid being charged for an additional month. Charges that have already been processed at the time of cancellation are generally non-refundable. 🗺️ Feature Roadmap and Release Timeline We actively build and release new features based on customer feedback and our internal roadmap. While we cannot commit to specific release dates for features currently in development — including data export functionality — we encourage you to: - Check our in-platform announcements for the latest product updates and releases. - Submit feature requests so our product team can factor your needs into roadmap prioritization. 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.

💡 Understanding Refund Eligibility for Pre-Cancellation Charges

📋 Why Your Charge Was Not Refunded If you cancelled your subscription but still received a bill, the charge was likely processed before your cancellation took effect. Our system processes payments based on the billing cycle date, not the cancellation request date. When a payment is successfully captured prior to cancellation, it falls outside the refund eligibility window defined in our refund policy. 🔍 How Billing Timing Works Your subscription renews automatically on the same date each month or year. If you request cancellation after that renewal date has passed, the charge for that period has already been processed. For example, if your billing date is the 11th of each month and you cancel on the 23rd, the charge from the 11th covers service through the next billing cycle and is not eligible for a refund. 📜 Refund Policy Summary Refund requests must be submitted within the eligibility window specified in our refund policy. Charges that were successfully processed before a cancellation takes effect do not qualify for refunds, as the service was available and active during that billing period. The policy applies consistently to all customers to ensure fair and transparent billing practices. ✅ What You Can Do To avoid unexpected charges, cancel your subscription several days before your next billing date. You can view your billing cycle date in the subscription or billing section of your account. After cancellation, you will retain access until the end of the current paid period, but no further charges will occur. 💬 Need Further 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.

💡 Refund and Cancellation for Charges Without Account Access

🔍 Understand the Situation If you are being charged each month but cannot sign in or reach your account, the billing system may still have an active subscription attached to your payment method. This can happen when login credentials are lost, the account was created with a different email, or a technical issue prevents access. 🛠️ Steps to Resolve 1. Gather your billing details: locate the recent charge receipts or bank statements showing the amount, date, and payment method used. 2. 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. 3. Provide the support agent with the charge information and explain that you cannot access the account to cancel the subscription yourself. 4. The agent will review the billing records and, if eligible, issue a refund for the most recent charges and cancel the subscription on your behalf. 5. Confirm with the agent that the refund has been processed to your original payment method and that no further charges will occur. 📋 What to Expect Based on previous cases, the support team can grant a one-time exception refund for the latest billing periods and confirm the subscription is fully cancelled. Refunds are returned to the original payment method. The agent will provide the refund amount and confirmation details during the chat. 💡 Tips to Avoid Future Issues - Save your login credentials in a secure password manager. - Use an email address you actively monitor for account notifications. - If you change team members or ownership, update the account email in the Account Menu (avatar) → Settings → Email Settings. 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.

🛠️ Cancel OTTO Top-Up Services and Request a Refund

🔍 Overview Some customers have reported difficulty cancelling OTTO top-up services due to a UI issue in the cancellation flow. This article explains what top-up services are, what to do if the interface blocks you, and how to request a refund if you were charged during this period. ⚙️ What Are OTTO Top-Up Services? OTTO top-up services are add-on credits you can purchase to extend your OTTO SEO automation capacity beyond your base plan. These are managed separately from your core subscription. 🚧 If the UI Is Blocking Your Cancellation A known UI bug may prevent some users from completing the cancellation flow. If you are unable to complete the cancellation process, do not attempt to cancel multiple times, as this may create duplicate requests. Instead, contact our support team through the chat widget so they can manually process the cancellation on your behalf. When reaching out, please have the following ready: - Your account email address. - The name of the top-up service you wish to cancel. - Any error or confirmation details you observed during your cancellation attempt. 💳 How to Request a Refund If you were charged for a top-up service during a period when you were unable to cancel due to the UI issue, you may be eligible for a refund. To submit a refund request: 1. Gather your invoice details, including the invoice date, amount, and any reference or transaction numbers shown in your Top-right corner (avatar) → Billing → Invoices tab. 2. Open the chat widget in the bottom-right corner of the platform and type human teammate to reach our support team. 3. Provide your invoice information and a brief description of the cancellation issue you experienced. 4. A member of our team will review your case and confirm whether a refund can be applied. Note: Refund eligibility is assessed on a case-by-case basis. Providing clear invoice details and describing the issue you encountered will help our team process your request as quickly as possible. 🛡️ Preventing Unwanted Top-Up Charges To avoid unexpected charges while the UI issue is being resolved, we recommend reaching out to our support team as soon as you notice difficulty cancelling so the cancellation can be processed manually on your behalf without delay. 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.

💡 Understanding Refund Requests and Subscription Cancellations

🔍 Overview We understand how stressful it can be when you believe your website's SEO performance has declined. This article explains Search Atlas's position on refund requests related to SEO damage claims, how our tools interact with your accounts, and the steps to cancel your subscription if you choose to do so. ⚙️ How Search Atlas Tools Work Search Atlas is a data and optimization platform. Our tools provide recommendations, analytics, and automation to support your SEO strategy. It is important to understand the following: - Search Atlas does not directly modify your website or Google Business Profile (GBP) without your action. Any changes applied through our platform are initiated by you or a member of your team. - Google penalties and ranking fluctuations are determined entirely by Google's algorithms. Search Atlas has no ability to cause, trigger, or influence a Google penalty. - GBP suspensions or flags can result from a wide range of factors, including guideline violations, listing quality issues, or Google's own internal review processes — none of which are controlled by Search Atlas. - We strongly recommend reviewing Google's official guidelines for GBP and organic search to identify potential compliance issues on your end. 📊 Our Refund Policy Search Atlas subscriptions are governed by our Terms of Service, which you agreed to at sign-up. Key points regarding refunds include: - Refunds are not issued for SEO performance outcomes. SEO results depend on many variables — including your website's existing health, content quality, competition, and Google's ever-changing algorithm — that are outside of Search Atlas's control. - Damage claims attributable to Search Atlas require documented evidence that a specific platform action directly caused a verifiable, measurable harm. General ranking drops or GBP issues do not qualify as platform-caused damage. - Subscription fees already billed are generally non-refundable once the billing period has begun, in accordance with our Terms of Service. - If you believe there is a specific, documented technical error on our part, our support team will review your case individually. 🛠️ Steps to Cancel Your Subscription If you decide to cancel your Search Atlas subscription, you can request cancellation by contacting our support team. To ensure a smooth process, please have the following information ready: - Your account email address - The name of the subscription plan you wish to cancel - Any specific reason for cancellation (optional, but helpful) 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.

💳 Refund Request After Auto-Renewal Cancellation

🔍 What Happened? If your subscription renewed automatically after you believed you had cancelled, this can happen in a few situations: - The cancellation was submitted after the renewal date, so the next billing cycle had already processed. - A technical issue prevented the cancellation from completing successfully. - The cancellation was applied to a service add-on rather than the base subscription. Whatever the cause, our team can investigate your account and help resolve the issue quickly. ✅ Steps to Take Immediately 1. Check your cancellation confirmation: Look in your inbox for a confirmation email from Search Atlas. A successful cancellation always generates a confirmation message. If you did not receive one, the cancellation may not have gone through. 2. Log in to your Search Atlas account: Click your Avatar (top-right icon) and go to Billing (Billing) to review your current subscription status and recent charges. 3. Note the charge details: Before contacting support, have the following ready — the charge amount, the date it appeared on your statement, and the last four digits of the card charged. This speeds up the review process. 4. Contact our support team: 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. 📋 What Information to Provide To process your refund request as quickly as possible, our team will need the following details: - The email address associated with your Search Atlas account. - The date you originally submitted your cancellation request. - The renewal charge amount and the date it was processed. - Any cancellation confirmation number or screenshot, if available. Having this information ready when you start the chat will significantly reduce resolution time. ⏱️ Refund Review Timeline Once our team receives your request, here is what to expect: - Initial review: Our team will verify your cancellation history and the associated charge within 1 business day. - Decision: You will be informed whether your refund has been approved and the amount to be returned. - Processing time: Approved refunds are returned to your original payment method and typically appear within 5–10 business days, depending on your bank or card provider. 🛡️ How to Prevent Future Auto-Renewals To make sure your subscription does not renew again unexpectedly, follow these steps: 1. Log in to your Search Atlas account, click your Profile avatar, and go to Billing > Services. 2. Open the ⋮ (three-dot) menu on your plan and select Cancel, then follow the on-screen prompts (including the retention step) until you reach the final confirmation screen. Your access will continue until the end of the current billing period, and a pending cancellation can be reversed from the same place by selecting Activate. 3. Wait for a cancellation confirmation email to arrive in your inbox. Do not close the browser tab until you see the confirmation screen. 4. If you do not receive a confirmation email within 15 minutes, check your spam folder. If it is not there, contact support immediately to confirm your cancellation status. ❓ Frequently Asked Questions Is a refund guaranteed if my subscription auto-renewed? Refunds are reviewed on a case-by-case basis in line with our refund policy. Factors such as the timing of your cancellation request and prior usage are taken into account. Our team will communicate the outcome clearly after reviewing your account. What if I was charged twice for the same plan? Duplicate charges can occur in rare cases due to billing system errors. If you see two identical charges on your statement, flag this immediately when you contact support — these cases are treated as high priority. Can I pause my subscription instead of cancelling? At this time, subscription pausing is not available. You can cancel at any time and resubscribe when you are ready to return. 💬 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.

💳 Duplicate Billing Charges Refund and Cancellation

🔍 What Is a Duplicate Billing Charge? A duplicate billing charge occurs when your payment method is billed more than once within the same billing cycle — often for different amounts or on different dates. For example, you may recognise your standard plan charge (such as $199 for the Growth plan) but also see a separate, unexpected charge (such as $99) that you cannot link to a known subscription or log into. This can happen when a second account is created unintentionally under a different email address, or when a technical issue causes more than one active subscription to be generated for what should be a single account. ⚠️ Common Causes - Accidental second account: A second Search Atlas account was created with a different email address — sometimes during a re-checkout flow or a trial sign-up — and a subscription was attached to it. - Subscription duplication error: A known platform issue caused more than one active subscription to be generated in the billing system for a single account. - Unrecognised charge date: A subscription renewal on an unexpected date (e.g. the 11th instead of your usual billing date) can indicate a second account with a different start date. 🛠️ Steps to Take Right Now 1. Check your email inboxes: Search all email addresses you own for a Search Atlas welcome email or invoice. A second account will have its own confirmation email sent to the address used during sign-up. 2. Review your billing statement: Note the exact charge amounts, dates, and any transaction reference numbers. This information helps our team locate both subscriptions quickly. 3. Log in to your known account: Go to your account avatar in the top-right corner, then navigate to Billing → Plans & Top-ups (/billing). Confirm your active plan and billing date shown there match the charge you expect. 4. Do not attempt to log in to the unknown account by guessing passwords: Our support team can identify the duplicate account on your behalf using your payment details. 5. Contact our team via live chat: See the section below for exactly how to do this. 📋 Information to Have Ready To resolve your case as quickly as possible, please have the following available before contacting support: - The email address linked to your primary (correct) account - The charge amounts and dates for both transactions - The last four digits of the payment card that was charged - Any invoice or receipt numbers from your bank or email 💡 What Happens After You Report It Once our team is connected with you, here is what to expect: 1. Account identification: Our team will locate the duplicate account in our system using your payment details. 2. Subscription cancellation: The duplicate subscription will be cancelled immediately so no further charges occur. 3. Refund processing: Eligible charges will be refunded. Refunds typically appear on your statement within 5–10 business days, depending on your bank or card provider. 4. Confirmation: You will receive confirmation once the cancellation and refund have been processed. 🛡️ How to Prevent This in the Future - Always sign in at app.searchatlas.com using your existing credentials rather than starting a new sign-up flow. - Use a single email address for all Search Atlas activity to avoid accidentally creating a second account. - If you are ever prompted to re-enter payment details unexpectedly, stop and contact support before completing the action. 🙋 Need Help Now? 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. Additional Notes Cross-platform billing: Accounts connected to both Shopify and a credit card occasionally triggered charges through both channels simultaneously. Also: subaccount sync issues where a subaccount was not properly linked to an existing subscription in Stripe, causing a separate billing record.

💸 Cancel Your Plan and Request a Refund

🔍 Understanding How Search Atlas Applies SEO Changes Before requesting a cancellation, it helps to understand how Search Atlas delivers SEO improvements — particularly through OTTO SEO, our AI-powered optimization engine. Search Atlas applies SEO changes using schema markup and structured data injections. These are added dynamically to your site rather than written permanently into your source code. This is intentional: it allows OTTO SEO to monitor, update, and adapt your optimizations automatically as search engine requirements evolve. This approach is standard practice in modern SEO tooling. However, it does mean that if you cancel your subscription, the schema-based changes applied by Search Atlas will no longer be served to search engines. Your underlying site code remains untouched. - What Search Atlas changes: Schema markup, structured data, on-page signals delivered dynamically. - What Search Atlas does not change: Your core website files, CMS templates, or hosting configuration. - What happens after cancellation: Dynamic SEO enhancements are removed; your site returns to its pre-Search Atlas state. ⚙️ How to Cancel Your Subscription You can cancel your Search Atlas subscription directly from your account dashboard. Follow these steps: 1. Log in to your Search Atlas account. 2. Click your profile icon or navigate to Account Settings. 3. Select Billing & Subscription. 4. Click Cancel Plan and follow the on-screen prompts. 5. Complete the short cancellation flow — your feedback helps our team improve the product. Once confirmed, your plan will be marked as pending cancellation. You will retain access to the platform until the end of your current billing period. 💡 What to Expect After You Cancel - Your account remains active until the end of the paid billing cycle. - No further charges will be made after cancellation is confirmed. - OTTO SEO optimizations and dynamic schema changes will stop being applied once access ends. - Your Search Atlas data (reports, projects, keyword history) may no longer be accessible after your billing period closes. 💰 Refund Policy Search Atlas evaluates refund requests on a case-by-case basis. Here is what you should know: - Monthly plans: Refunds are generally not issued for partial months already used. If you have just been charged and have not meaningfully used the service, contact our support team promptly. - Annual plans: If you are on an annual plan and cancel early, please reach out to our team. Eligibility for a prorated refund depends on usage and how far into the billing year you are. - Billing errors: If you were charged incorrectly — for example, charged for the wrong plan or charged after a cancellation was confirmed — our team will prioritize resolving this and issuing a correction immediately. Refund decisions are made by our billing and support team. We aim to be fair and transparent in every case. 🛠️ Before You Cancel — Let Us Help If you are cancelling because Search Atlas is not making permanent changes to your site's code, or because you expected a different type of integration, our team may be able to clarify what is possible or offer an alternative solution. - We can walk you through how OTTO SEO schema changes are served and measured. - We can review whether your site integration is set up correctly for maximum impact. - For some CMS platforms, additional implementation options may be available. Many customers who reach out before cancelling find a resolution that meets their needs. We encourage you to get in touch first. 💬 Contact Support 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.

💳 Cancel Your Growth Plan and Request a Refund

🗒️ Overview If you need to cancel your Growth plan and request a refund, this article explains exactly what to expect, what information you need, and how our team processes these requests. Reading this first will help you resolve your situation as quickly as possible. 📋 Before You Request a Cancellation Please have the following details ready before contacting support — this helps our team locate your account and process your request without delays: - Receipt or invoice number (e.g., #2880-3274) - Date of the charge you are disputing - Amount charged (e.g., $199.00) - Email address associated with your Search Atlas account ❌ How to Cancel Your Growth Plan You can initiate a cancellation directly from within the platform. Follow these steps: 1. Log in to your Search Atlas account. 2. Click your profile icon or account name in the top-right corner. 3. Navigate to Billing → Plans & Top-ups. 4. Select Manage Subscription and choose the option to Cancel Subscription. 5. Follow the on-screen prompts to confirm your cancellation. Once cancelled, your plan will remain active until the end of your current billing period. You will not be charged again after that date. Important: If you see a status of Pending Cancellation on your account but your subscription does not appear to update, do not submit multiple cancellation requests. Contact our support team via the chat widget so a teammate can verify your billing status in our system and resolve any discrepancies. 💰 Refund Policy Search Atlas reviews refund requests on a case-by-case basis. While we do not guarantee refunds in all situations, we take every request seriously. Common scenarios we review include: - You were charged after submitting a cancellation request - A duplicate charge occurred due to a billing or subscription error - You were charged for an upgrade that was not applied to your account - The payment was processed within a short window and the plan was not used Refunds that are approved are returned to your original payment method. Processing time may vary depending on your bank or card provider, but typically takes 5–10 business days to appear. ⚠️ Known Billing Issues to Be Aware Of Our team has identified and resolved several billing-related issues that may have affected some Growth plan accounts. These include: - Duplicate subscriptions created after a cancellation was submitted - Accounts showing a Pending Cancellation status with no active Stripe subscription linked - Charges applied for plan upgrades that did not activate correctly If any of these situations apply to your account, please reach out to our support team right away with your receipt number and charge details so we can investigate and correct the issue promptly. 🙋 How to Submit Your Cancellation or Refund Request If you have already cancelled through the platform and need a refund reviewed, or if you are experiencing any of the billing issues described above, our support team is ready to 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. Please include your receipt number, charge date, amount, and a brief description of your situation so our team can resolve your request as efficiently as possible.

💳 Refund and Cancel Duplicate Account Charges

🔍 Identify Duplicate Accounts If you see a charge you do not recognize, you may have more than one active account under the same email address. Check for any additional accounts you may have created previously. 🛑 Cancel the Extra Account Once you locate the duplicate account, cancel the subscription on that account to prevent future charges. This can typically be done in the account or billing settings of the duplicate account. 💰 Request a Refund After canceling the duplicate account, contact the Billing team to request a refund for the unrecognized charge. Provide the invoice number and amount charged. Refunds are usually processed within 5–10 business days. ✅ Confirm Refund Completion You will receive a confirmation once the refund is granted. The refund will appear on your original payment method within the standard processing window. 📞 Need Further Assistance? 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.

💳 Resolve Billing Disputes and Cancel Your Subscription

🔍 Overview If you were charged unexpectedly, had trouble cancelling your subscription, or need a payment method removed from your account, this article explains what to expect and how our support team can help resolve the situation quickly. ⚙️ How to Cancel Your Subscription To cancel your Search Atlas subscription, log in to your account and navigate to your account's billing or subscription settings area. Look for an option to cancel or manage your active plan and follow the on-screen prompts to confirm your cancellation. Once cancelled, you should receive a confirmation email. Your access typically continues until the end of the current billing period. If you do not receive a confirmation email or encounter any difficulty completing the cancellation, do not attempt to cancel multiple times — contact our support team immediately using the instructions at the bottom of this article. 💡 Why You May Have Been Charged After Trying to Cancel An unexpected charge after a cancellation attempt usually happens for one of the following reasons: - The cancellation flow was not completed fully — the final confirmation step was missed. - A technical error prevented the cancellation from being saved on our end. - The charge was processed before the cancellation was received, due to billing cycle timing. - A second subscription or add-on remained active on the account. In all of these cases, our support team can investigate your account history and clarify exactly what occurred. 💳 How to Remove a Payment Method from Your Account To remove a saved card from your Search Atlas account, navigate to your account's billing settings and look for an option to manage or remove payment methods. The Remove option is only available when you have more than one card on file, so you may need to add another card before you can remove an existing one. Removing a card does not cancel your subscription. If you still cannot remove it after cancelling, our team can action this on your behalf. 🚀 How to Request a Refund for an Unauthorized Charge If you believe you were charged without authorisation, here is what to do: 1. Do not immediately file a chargeback with your bank. Doing so before contacting us can delay resolution and may lock your account. 2. Gather the following information before reaching out: the charge amount, the date it appeared on your statement, and the email address associated with your Search Atlas account. 3. Contact our support team directly (see below). A member of our team will review your account history, confirm whether a valid cancellation was recorded, and advise on refund eligibility. 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.

🛑 Trial Cancellation & Refund Clarification

🛑 Trial Cancellation Status If you cancel your account on the first day of a trial, the cancellation takes effect immediately. You were not charged at sign-up because trials do not require payment upfront. The system confirms your account is already canceled and will not process any charges. 💰 No Future Charges You will not be billed unless you manually reactivate the account. The trial period ends automatically, and the account deactivates with no further action needed from you. No refund is necessary because no payment was ever collected. 📋 What Happens Next Your account remains accessible until the trial end date, after which it is fully deactivated. No invoices, subscriptions, or payment methods are linked to a canceled trial account. 💬 Need Further 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.

💰 Trial Cancellation Failure and Refund Exceptions

🔍 Overview If you attempted to cancel your Search Atlas trial but encountered a blank or frozen cancellation screen, you were not able to complete the cancellation through normal means. This is a known issue that can prevent the cancellation from registering in our system, resulting in an unexpected charge. If this happened to you, you may be eligible for a refund exception. ⚠️ What Happened A bug in the cancellation flow caused the cancellation screen to go black and become unresponsive for some users. Because the cancellation did not complete successfully, the system continued to process the subscription charge at the end of the trial period as scheduled. This was not intentional, and we understand how frustrating this experience is. ✅ Am I Eligible for a Refund? You may qualify for a refund exception if all of the following apply: - You were on a trial subscription with Search Atlas. - You attempted to cancel before your trial ended. - The cancellation screen went blank, froze, or did not confirm your cancellation. - You did not intend to continue with a paid subscription. Refund exceptions are reviewed on a case-by-case basis. Our team will verify the cancellation attempt against your account activity before approving a refund. 🛠️ How to Request a Refund Exception 1. Open the Search Atlas platform and log in to your account. 2. Click the chat widget in the bottom-right corner of the screen. 3. Type human teammate to be connected with a member of our support team. 4. Explain that your trial cancellation screen went blank and you were unable to complete the cancellation. 5. Provide any details you remember, such as the date and time you attempted to cancel, the device or browser you were using, and any error messages you saw. 6. Our team will review your account and let you know if your refund exception is approved. ⏱️ How Long Does It Take? Once our team receives your request, we aim to review and respond as quickly as possible. Refund processing times after approval depend on your payment provider but typically take 5–10 business days to appear on your original payment method. 🛡️ How to Avoid This Issue in the Future If you ever attempt to cancel and the screen does not respond or confirm your cancellation, take these steps before your trial period ends: - Refresh the page and try again in a different browser such as Chrome or Firefox. - Clear your browser cache and cookies, then retry the cancellation. - If the issue persists, contact our support team immediately using the chat widget so we can cancel on your behalf before a charge occurs. Always look for a written confirmation message or email confirming your cancellation was successful. If you do not receive one, your cancellation may not have gone through. 💬 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.

⚡ Trial Cancellation Double-Charge Refund Guide

🔍 What Causes a Double Charge During a Trial? In rare cases, a technical issue can cause two separate subscriptions to be created in the same account at the point of sign-up or plan selection. When a trial is then cancelled, both subscriptions may be billed independently — resulting in two identical charges appearing on your statement (for example, $99 + $99 = $198). This is a known billing edge case. If you have already been charged twice, you are entitled to a full refund for both charges. ✅ What You Are Eligible to Receive If you cancelled your subscription during the trial period and were charged twice, you are eligible for: - A full refund on both charges — the money is returned to your original payment method. - Account repair — our team will ensure your account is correctly closed with no outstanding invoices or mismatched subscription records remaining. 🛠️ How to Request Your Refund To help our team process your refund as quickly as possible, please have the following ready before reaching out: - The exact amounts and dates of both charges as they appear on your bank or card statement. - Confirmation of the date you cancelled your trial subscription. - Your account email address so our team can locate the duplicate subscriptions. Our team will verify the charges on the backend, approve the full refund, and ensure your account is fully cleaned up with no residual subscriptions or unpaid invoices. 🚫 How to Avoid This in the Future The underlying bug that caused duplicate subscriptions has been resolved at the platform level. No action is needed on your part to prevent this from happening again. 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.

💳 Cancel Your Subscription and Request a Refund

🗓️ Before You Cancel Before cancelling, consider whether a plan downgrade or a short pause might better suit your needs. If you are experiencing a technical issue or have questions about your current features, our support team may be able to help you resolve it quickly. Either way, you are always in control of your subscription. 🚫 How to Cancel Your Subscription You can cancel your Search Atlas subscription at any time directly from your account dashboard. Follow these steps: 1. Log in to your Search Atlas account. 2. Click your profile icon in the top-right corner and select Billing or Subscription. 3. Locate your active plan and click Cancel Subscription. 4. Follow the on-screen prompts to confirm your cancellation. 5. You will receive a confirmation notice once the cancellation has been processed successfully. Your access to paid features will continue until the end of your current billing cycle. After that date, your account will revert to a free or inactive state and you will not be charged again. 💰 Refund Policy Overview Search Atlas evaluates refund requests on a case-by-case basis. Understanding the general guidelines below will help set the right expectations: - Monthly plans: Refunds for the current billing period are not automatically issued after cancellation, as access to the platform continues until the period ends. However, disputes related to billing errors or unexpected charges are reviewed individually. - Annual plans: If you cancel an annual subscription, a prorated refund for the unused portion may be considered. This is assessed based on usage and the circumstances of the request. - Duplicate or erroneous charges: If you were charged more than once due to a technical error — such as a duplicate subscription being created — you are entitled to a full refund of the extra charge. Please contact support immediately with details of the duplicate transaction. - Trial periods: If a free trial converted to a paid plan and you were not aware of the charge, contact support as soon as possible for review. Refunds, when approved, are returned to the original payment method and may take 5–10 business days to appear depending on your bank or card provider. ⚠️ Common Billing Issues to Know About Our team has identified a few recurring billing situations that customers sometimes encounter. If any of the following apply to you, contact support right away so we can investigate and correct the issue: - Duplicate subscriptions: In rare cases, a second subscription may be created on your account after a cancellation or plan change. If you see two active subscriptions or two charges from Search Atlas in your bank statement, this is a billing error and will be corrected promptly. - Multiple charges in one month: If you notice more than one charge from Search Atlas within the same billing period, this may indicate multiple subscription lines were generated. Share your transaction details with support for an immediate review. - Charges after cancellation: If you were charged after completing a cancellation, contact support with your cancellation confirmation and the date of the unexpected charge. 📋 What to Prepare Before Contacting Support To help our team resolve your cancellation or refund request as quickly as possible, have the following information ready: - The email address associated with your Search Atlas account. - The date(s) of the charge(s) in question. - The amount(s) charged and the last four digits of the card used, if available. - A brief description of the issue — for example, whether you were charged after cancellation or whether you see duplicate charges. - Any confirmation emails or screenshots related to your subscription or cancellation. 🙋 Need Further 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. Additional Notes Search Atlas applies SEO changes using schema markup and structured data injections added dynamically. If you cancel, these dynamic enhancements are removed; your site returns to its pre-Search Atlas state. Your core website files, CMS templates, or hosting configuration are not changed. During the cancellation flow, you may be presented with a special retention offer — such as a discounted month — before your cancellation is finalised. You are free to accept or decline this offer. Also: No data is immediately deleted — you can export anything you need before your access ends. If you see a status of Pending Cancellation on your account but your subscription does not appear to update, do not submit multiple cancellation requests. Contact our support team via the chat widget so a teammate can verify your billing status and resolve any discrepancies. Also: have receipt/invoice number, charge date, amount, and email ready before contacting support. Monthly subscriptions: Full refund if requested within 14 days of billing date. Annual subscriptions: Full refund if requested within 30 days of purchase. Unused credits/credit balances are non-refundable. Use remaining credits before cancellation if possible.

💸 Cancel Your Trial and Request a Refund

🗺️ Overview If you signed up for a Search Atlas free trial, could not locate the cancellation option before the trial ended, and were charged, you may be eligible for a refund. This article walks you through how to cancel your subscription and how to request a refund through our support team. 🔍 How to Find Your Subscription Settings The cancellation option is tucked inside the Billing section of your account. Here is exactly where to find it: 1. Click your avatar or profile icon in the top-right corner of the platform. 2. Select Billing from the dropdown menu. 3. Go to the Services tab. 4. Click the ⋮ (three-dot) menu on your plan to view cancellation options. From this screen you can cancel your active subscription or trial. After cancelling, access continues until the end of the current billing period. A pending cancellation can be reversed from the same place by clicking Activate. If you do not see a cancellation option or the button appears greyed out, contact our support team directly — see the bottom of this article. ❌ How to Cancel Your Trial Subscription Once you are on the Services tab: 1. Review your current plan details and next billing date. 2. Click the ⋮ (three-dot) menu on your plan and select Cancel. 3. Follow the confirmation/retention step and final confirmation to complete the cancellation. Your access will continue until the end of the current billing period. Important: Cancelling stops future charges. It does not automatically trigger a refund for any amount already billed. To request a refund, follow the steps in the next section. 💰 How to Request a Refund Search Atlas reviews refund requests on a case-by-case basis. To give your request the best chance of a quick resolution, have the following information ready before contacting support: - The email address used to sign up for the trial. - The approximate date you signed up and the date you were charged. - A brief explanation of the circumstances (for example, you were unable to locate the cancellation button during the trial period). - Confirmation that you have now cancelled or attempted to cancel the subscription. Once you have this information, reach out to our team using the live chat widget. A teammate can look up your account, verify the charge, and escalate your refund request to the billing team. ⚠️ Common Issues and What to Expect - I cannot find the unsubscribe button: The cancellation option lives under avatar → Billing → Services → ⋮ menu → Cancel. If the button is missing or not responding, our support team can cancel the subscription on your behalf. - I was charged after cancelling: If you cancelled but still see a charge, this may be due to a billing cycle that was already in progress. Share your invoice details with the support team for review. - I barely used the tool: Low usage during a trial period is taken into account when reviewing refund requests. Please mention this when you contact support. - My account shows a trial even though I cancelled: In some cases, a cancellation can reset a paid plan to a trial state. Our team can verify the correct status of your account and correct it if needed. 📋 Refund Eligibility — General Guidelines While every situation is reviewed individually, refund requests are more likely to be approved when: - The request is made promptly after the unexpected charge. - The account shows little or no usage of the platform's paid features. - There is a clear reason why cancellation was not completed before the trial ended (for example, difficulty locating the setting). Search Atlas does not guarantee refunds outside of applicable consumer protection laws, but our team will always do their best to find a fair resolution. 🆘 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.

🛑 How to Cancel Your Account and Request a Refund

🛑 Cancellation Overview You can cancel your Search Atlas account at any time. Refund eligibility depends on your subscription type, billing cycle, and the reason for cancellation. This article explains the cancellation process and refund policy. 💳 Refund Policy Search Atlas offers refunds under these conditions: - Monthly subscriptions: Full refund if requested within 14 days of your billing date - Annual subscriptions: Full refund if requested within 30 days of purchase - After the refund window: No refund available, but you can cancel to stop future charges - Unused credits: Credit balances are non-refundable. Use remaining credits before cancellation if possible If you believe you were charged incorrectly or experienced a billing error, open the chat widget and type human teammate to discuss your situation with our team. ⚙️ How to Cancel Your Account Step 1: Sign into your Search Atlas account. Step 2: Click your avatar in the top-right corner to open the account menu. Step 3: Select Billing from the menu. Step 4: Go to the Services section. Step 5: Click the ⋮ (three-dot) menu on the plan and select Cancel. Step 6: Review the confirmation/retention step, then confirm the cancellation. You will receive a confirmation email. If you change your mind, you can reverse a pending cancellation from the same place by clicking Activate. Your account will remain active until the end of your current billing period. After your billing period ends, you will lose access to all Search Atlas features. 📋 Understanding Credits and Billing Search Atlas uses a credit-based system for certain features, including AI visibility tools. Credits are purchased separately from your subscription and are tied to specific features. Here's what you need to know: - Subscription credits: Included with your monthly or annual plan - Extra credits: Available for purchase if you exceed your plan's allocation - Credit expiration: Unused credits expire based on your plan terms (typically 12 months) - AI visibility features: These require credits beyond your standard allocation in some plans If you found the credit system confusing or unexpected charges occurred, we want to help. Open the chat widget and type human teammate to review your account and discuss a potential refund or credit adjustment. 🔍 Review Your Billing Before Cancelling Before you cancel, take a moment to review your charges: 1. Sign into your account 2. Go to Billing or Invoice History 3. Check your most recent invoice for all line items 4. Identify which charges were unexpected or unclear Have this information ready when you contact our team. It helps us resolve billing concerns faster. ❓ Common Questions Will I get a refund if I cancel mid-cycle? Refunds are only available within the 14-day (monthly) or 30-day (annual) window from your billing date. After that, cancellation stops future charges but does not include a refund for the current period. Can I pause instead of cancel? Currently, Search Atlas does not offer account pausing. You can cancel and reactivate your account later, but you may need to set up your workspace again. What happens to my data after cancellation? Your workspace data is retained for 90 days after cancellation. After 90 days, your data is permanently deleted. If you want to export your data, do so before cancellation. Can I get a refund for unused credits? Credit balances are non-refundable. However, if you believe you were charged for credits in error, our team can review your account and assist. 🤝 Need Help With Your Refund Request? If you believe you qualify for a refund or want to discuss your charges, our team is ready to 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. When you contact us, please include: - Your account email address - The billing date of the charge in question - A brief explanation of why you believe a refund applies - Screenshots of any confusing charges or UI elements Our team will review your request and respond within 24 hours.

💳 Understand Trial Billing, Cancellations, and Refunds

🔍 How the 7-Day Free Trial Works Search Atlas offers a 7-day free trial so you can explore the platform before committing to a paid plan. Here is what you need to know before and during your trial: - A valid payment method is required to activate the trial. This is a standard authorization hold to verify your card — you are not charged at sign-up. - Your trial begins the moment you activate your account and lasts for 7 full days. - At the end of the trial period, your selected plan automatically renews and your payment method is charged unless you cancel beforehand. ⚠️ Why You May Have Been Charged If you see a charge on your statement, one of the following is most likely the reason: - The trial period ended: Charges are applied automatically when the 7-day trial expires and no cancellation was made before the renewal date. - Authorization hold vs. actual charge: Some banks display pre-authorization holds as pending charges. These may clear once your trial status is resolved. If none of the above explains your charge, please reach out to our support team so we can investigate your account directly. 🚫 How to Cancel Your Subscription You can cancel your subscription at any time directly from within the platform. Log in to your Search Atlas account and navigate to your billing or subscription settings to locate the cancellation option. If you are unable to find the cancellation option or encounter any difficulty, contact our support team and we will assist you through the process. Once cancelled, you will retain access to the platform until the end of your current billing period. You will not be charged again after that date. Important: Cancelling during your free trial before the 7-day period ends will prevent any charge from being applied. Make sure your cancellation is confirmed — you should receive a confirmation notification after completing the process. 💰 Refund Policy and How to Request One Search Atlas reviews refund requests on a case-by-case basis. If you believe you were charged in error — for example, because your trial expired before you had a chance to cancel — please contact our support team as soon as possible. Our team will review your account and advise you on eligibility based on your specific situation. To help us resolve your request quickly, please have the following ready when you reach out: - The email address associated with your Search Atlas account - The approximate date of the charge - A brief description of what happened (e.g., you intended to cancel before the trial ended) 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.

💳 Understand Refunds, Cancellations, and Billing Disputes

🔍 Overview This article explains Search Atlas's cancellation and refund policies, what to do if you believe you were charged in error, and how to get help resolving a billing dispute quickly. 📋 Search Atlas Refund Policy Search Atlas offers a refund window outlined in our Terms of Service. Refund requests submitted outside of this window are generally not eligible for reimbursement. However, we take every billing concern seriously and review disputes on a case-by-case basis. - Refund window: Refund requests must be submitted within the timeframe specified at the time of purchase or plan upgrade. - Annual plans: Special promotional annual plans (including limited-time offers) may have separate refund terms communicated at checkout. - Outside the window: Charges that fall outside the refund window are typically non-refundable, but exceptions may apply if there was a platform error or confirmed billing fault on our end. ❌ How to Cancel Your Subscription To avoid future charges, it is important to confirm that your cancellation has been fully processed. Follow these steps to cancel your subscription: 1. Log in to your Search Atlas account. 2. Click your profile avatar and select Billing, then open Services. 3. Click the ⋮ (three-dot) menu on your plan and select Cancel. 4. Review the confirmation/retention step, then complete the final confirmation. Your access will continue until the end of the current billing period. A pending cancellation can be reversed from the same place using Activate. 5. Look for a cancellation confirmation email in your inbox. This confirms your cancellation was successfully recorded. Important: Initiating a cancellation request without completing all steps may leave your subscription active and subject to future billing. Always confirm you have received a cancellation confirmation email. ⚠️ Known Issue: Cancellation Confirmation Emails We are aware of an issue where some customers who voluntarily cancel their subscription receive a confirmation email with an incorrect subject line referencing a "Subscription Charge Failure." The body of this email may also include unexpected messaging. This is a known bug currently awaiting a fix. If you receive an email like this after cancelling, your cancellation has still been processed correctly. You do not need to take any further action. 💰 If You Were Charged After Cancelling In rare cases, a cancellation may not sync correctly across all billing systems, which can result in an unexpected charge after you believed your subscription had ended. If this has happened to you: - Check your email for a cancellation confirmation. If you did not receive one, your subscription may not have been fully cancelled at the time. - Log in to your account and verify your current subscription status under your profile avatar → Billing → Services. - If your account shows as cancelled but you were still charged, this may indicate a billing sync error on our end. We have resolved past incidents where cancellations were not properly reflected in our billing system. If you suspect this applies to your account, contact our support team immediately so we can investigate and, where applicable, issue a correction. 🛠️ Steps to Dispute a Charge If you believe you have been charged incorrectly or have been billed after a valid cancellation, take the following steps: 1. Gather your billing history — note the dates and amounts of the charges in question. 2. Locate any cancellation confirmation emails you received from Search Atlas. 3. Open the live chat widget in the platform (bottom-right corner) and provide our team with these details. 4. Our team will review your account history, cross-reference cancellation records, and escalate to billing specialists if needed. Please note: Disputes involving multiple charge cycles or significant amounts may require additional review time. Our team will keep you updated throughout the process. 🚫 Charges Outside the Refund Window We understand it can be frustrating to discover recurring charges you did not expect, especially over several months. While our standard policy does not cover refunds outside the defined window, we review every escalated case individually. Factors we consider include: - Whether a cancellation was genuinely attempted but failed due to a system error. - Whether confirmation communications were misleading or not received. - The length of time and total amount involved. We cannot guarantee a refund for charges outside the refund window, but we are committed to investigating fairly and communicating clearly about what we find. 💬 Need Further 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.

💳 Refunds for Failed Subscription Cancellations

🔍 Overview If you submitted a cancellation request and were still charged, you may be entitled to a refund. This article explains why unexpected charges can occur, what qualifies for a refund, and exactly how to get your issue resolved quickly. ⚠️ Why You May Have Been Charged After Cancelling In some cases, customers who submitted cancellation requests by email or through other external channels were still billed. This can happen for the following reasons: - Email cancellations are not processed automatically. Search Atlas does not accept cancellation requests via email. Emails sent outside the platform are not connected to your billing system and cannot trigger a cancellation. - Cancellation was not completed in the dashboard. A cancellation is only confirmed when you complete it yourself via Profile avatar → Billing → Services → ⋮ menu on the plan → Cancel, including the confirmation/retention step. - Duplicate subscription billing. In rare cases, a technical issue may have created a duplicate subscription entry on your account, resulting in an unexpected charge. - Renewal timing. If a cancellation request was submitted very close to a renewal date, the charge may have already been processed before the cancellation took effect. ✅ What Qualifies for a Refund Each refund request is reviewed individually. The following situations are typically eligible for consideration: - You submitted a cancellation request in writing (even by email) and received no response, but were still charged. - You were billed due to a duplicate subscription created by a platform or checkout error. - You were charged after your account should have been cancelled based on a confirmed interaction with our support team. Refunds are not automatically guaranteed in all cases. Our team will review your account history, billing records, and any prior communications before making a decision. 📋 How to Request a Refund Follow these steps to submit your refund request as efficiently as possible: 1. Log in to your Search Atlas account. All support interactions must be initiated from inside the platform. 2. Open the chat widget located in the bottom-right corner of the screen. 3. Type human teammate to be connected with a member of our support team. 4. Provide the following details so your case can be resolved without delays: - The date(s) you were charged unexpectedly - The amount(s) charged - A brief description of when and how you attempted to cancel - Any reference numbers or confirmation messages you received 5. Our team will review your account and respond with a decision or next steps, typically within one business day. ⏱️ Refund Processing Timelines Once a refund is approved, the following timelines apply: - Credit or debit card refunds: 5–10 business days to appear on your statement, depending on your bank or card issuer. - PayPal or other payment methods: Timelines may vary. Our team will confirm the expected timeframe when your refund is processed. You will be notified through the platform chat once your refund has been submitted on our end. 🛡️ How to Avoid This Issue in the Future To make sure your cancellation is processed correctly and you are not billed unexpectedly, follow these best practices: - Always cancel directly inside your Search Atlas account. Go to your Profile avatar → Billing → Services, then open the ⋮ menu on your plan and choose Cancel, completing the confirmation/retention step. Access continues until the end of the current billing period, and a pending cancellation can be reversed from the same place with Activate. - Do not rely on email to cancel your subscription. Emails are not connected to our billing system and will not trigger a cancellation. - Request written confirmation. After cancelling, ask a support teammate to confirm your cancellation status via the in-platform chat so you have a clear record. - Check your billing date before cancelling. If your renewal is within 24–48 hours, contact support immediately so the team can flag your account before the charge processes. 💬 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.

⚡ Trial Billing, Cancellation, and Refund Guide

🧾 How the 7-Day Free Trial Works When you sign up for a Search Atlas plan, your account enters a 7-day free trial. During this period, you have full access to the platform at no charge. If you do not cancel before the trial ends, your payment method on file is automatically charged for the first billing cycle. It is important to understand that cancellation must be completed inside the platform. Submitting a cancellation request through any channel outside the platform does not constitute a valid cancellation and will not prevent a charge. ✅ How to Cancel Your Subscription Correctly To cancel before or after your trial ends, navigate to the Billing section inside the platform and follow the on-screen steps to manage or cancel your subscription. Complete all confirmation steps shown to ensure the cancellation is fully processed. Once cancellation is confirmed, you will see a confirmation message on screen. Keep a screenshot of this confirmation for your records. Cancellation is only valid when completed through this in-platform flow. ⚠️ Why Off-Platform Cancellation Requests Are Not Accepted Search Atlas processes all subscription changes automatically through the billing system. Requests submitted outside the platform cannot trigger a cancellation in our system. This means: - Off-platform requests submitted before or during the trial do not cancel your subscription. - Only the in-platform cancellation flow stops future charges. - If you believed you had canceled outside the platform, your subscription remained active and a charge may have been applied at the end of your trial. 💰 Understanding Charges After Trial If your account was charged after the trial period, this typically means one of the following occurred: - The in-platform cancellation was not fully completed before the trial ended. - A cancellation request was submitted only outside the platform, which is not a valid method. - The cancellation steps were started but not confirmed through the final confirmation screen. Charges are applied automatically at the moment the trial expires, so timing is critical. We recommend completing the cancellation as early as possible before your trial end date to avoid any edge-case timing issues. 🔍 How to Check Your Billing History You can review all charges applied to your account at any time by navigating to the top-right avatar menu → Billing (see the Invoices and Activity Log tabs) inside the platform. There you will find your invoices and a history of billing events associated with your account. If you have been charged unexpectedly and believe you canceled your subscription correctly through the platform, please gather the following before reaching out to our team: your account email address, the approximate date you completed the cancellation, and any confirmation screenshot you may have saved. 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.

💳 Cancel Your Account, Refunds, and Data Deletion

🔍 Overview If your website has closed or you no longer need Search Atlas, you can cancel your subscription to stop future charges. This article explains what to expect around cancellations, our refund policy, and how to request full account deletion. ⚙️ How to Cancel Your Subscription You can cancel your subscription yourself from the dashboard. Cancelling stops future renewals, but your access continues until the end of the current billing period — the subscription does not end immediately. To cancel: 1. Click your profile avatar and go to Billing. 2. Open the Services section. 3. Click the ⋮ (three-dot) menu on the plan you want to cancel. 4. Select Cancel. 5. Review the confirmation/retention step, then confirm your cancellation. If you change your mind, you can reverse a pending cancellation from the same place by selecting Activate. Contacting support to cancel is optional, not required. Once cancelled, your subscription will not renew and no further charges will be applied after the current billing period ends. 💡 Understanding the Refund Policy Search Atlas has a refund policy that governs whether charges can be reversed after they have been processed. Refund eligibility is assessed on a case-by-case basis by our support team. - Charges may not be eligible for a refund depending on when the request is submitted and the circumstances of the charge. - If your charge is determined to fall outside the refund policy window, the refund will be denied in line with this policy. - To maximise your chances of a successful refund request, contact support as soon as possible after an unexpected charge appears. If you believe a charge was made in error, reach out to our support team through the platform as soon as possible so the matter can be reviewed. 🗑️ Requesting Full Account Deletion If you want your account and all associated data permanently deleted — not just cancelled — this requires action from our support team. Account deletion is a manual process that cannot be completed from within the platform settings. To request deletion: 1. Cancel your subscription first using the steps in the section above. 2. Contact our support team through the platform and clearly state that you are requesting full account deletion. 3. Confirm to the support team that your subscription has already been cancelled. Our support team will process the deletion request and confirm once your account has been fully removed. Please allow some time for the process to complete, as it involves removing billing records and associated data from our systems. 📊 What to Expect After Cancellation and Deletion - Cancellation: Your plan will not renew and no future invoices will be generated. Access continues until the end of the current billing period. You can verif

💳 Free Trial Charges, Cancellations, and Refunds

Why Was I Charged After My Free Trial? Search Atlas offers a 7-day free trial so you can explore the platform before committing to a paid plan. However, a charge can appear in two common situations: - Trial ended before cancellation was completed: If your cancellation was submitted on the last day of the trial (Day 7), the billing system may have already processed the first payment depending on the exact time the trial expired versus when the cancellation was confirmed. - Cancellation was not fully completed: Starting the cancellation process does not always finalize it. You must receive a confirmation message indicating your subscription has been successfully cancelled. How to Confirm Your Subscription Is Cancelled Check your subscription status in your account settings. If you are unsure whether your cancellation was completed, look for an on-screen confirmation message. If you did not receive one, your cancellation may not have been finalized. Refund Eligibility If you cancelled within your trial period and were still charged, you may be eligible for a full refund of that charge. Having proof of cancellation ready — a screenshot of the cancellation confirmation screen, or the date and time you submitted the request — helps your case get resolved faster. How Long Does a Refund Take? Once a refund request is approved, the time for it to appear on your statement depends on your bank or payment provider, not Search Atlas. If a significant amount of time has passed and the refund has not appeared, contact your bank directly with the refund confirmation details provided by our support team. How to Avoid Future Unexpected Charges Always make sure you receive a cancellation confirmation before assuming your subscription has ended. To have your case reviewed, reach out to our support team through live chat with your account email, the charge details, and your proof of cancellation.