Atlas Refund Service Scope

Atlas delivers a seamless, automated refund experience for bookings made on our platform. Refunds are processed in line with the applicable airline rules and Atlas policies. We recommend reviewing our refund service scope and policy before getting started.

Service Eligibility

Before submitting your request, please ensure your order meets the acceptance criteria:

Criteria	✅ In Scope	❌ Out of Scope
Refund Type	Voluntary refunds, involuntary refunds, invalid tickets, special refunds (such as duplicate ticketing, denied boarding	Compassionate ground illness or death-related refunds (kindly contact the airline directly)
Payment Methods	Bookings paid using Atlas prepayment or VCC passthrough	Bookings paid directly to airline using your own B2B account
Application Status	New bookings not previously submitted for a refund to the airline	You or the passenger have submitted a refund request to the airline (please contact the airline directly to follow-up)
Ticket Status	The ticket status is "Unused", "Not Checked In", "Within Validity", and within the airline refund deadline	The ticket status is "Used", "Checked In", "Suspended", "Expired", or beyond the airline’s refund deadline

Refund Application Guidelines by Type

Voluntary Refund

• Before Departure

Please confirm in advance that the booking meets the airline’s refund rules and deadlines. If the airline policy does not permit refunds, we will be unable to proceed.

Special Note (Voucher Refund): Some airlines only allow refunds in the form of vouchers or travel credit if the request is made close to the departure (e.g. 24/48 hours before departure). In such cases, we will provide the airline’s official response and voucher usage instructions. Final outcomes are strictly subject to airline policy.

• Post-Departure

For refund requests submitted after the scheduled departure time, a valid Airline No-Show Confirmation is required (e.g. a screenshot from the airline’s system showing “Unused” or “No-show” status).

• If the required airline no-show confirmation is not provided, invalid, or cannot be verified, the refund request will be rejected automatically.

• Where no-show status can be confirmed directly via the airline’s departure records, we will proceed without additional client input.

• If no-show status requires manual confirmation via airline email, phone, or online customer service, clients must support the request by providing acceptable airline-issued confirmation proof

Final eligibility and processing remain subject to airline validation and policy.

Guide: Applying for Voluntary Refund

Involuntary Refund

Please first confirm whether the airline policy allows refunds for the specific flight change. If not supported, we reserve the right to decline the request.

We will verify the flight change information through the event logs, ticketing email and airline official website. If the flight change was not notified by Atlas, kindly provide supporting evidence such as a screenshot of airline's notification email/SMS. The refund request will be rejected if the supporting document provided cannot prove the flight change or does not match the airline’s record.

Force Majeure Disclaimer:

For disruptions caused by force majeure (e.g. weather, pandemics), airlines usually prioritize rebooking or issuing credits/vouchers rather than cash refunds. Final decisions are subject to airline policy.

Guide: Applying for Involuntary Refund

VOID

Please submit VOID requests within the airline’s specified VOID timeframe via the “VOID Ticket” button on the ATRIP Booking Details page. If this button is not available, it means voiding is currently not supported by Atlas or the airline does not offer this feature.

Note: If Atlas needs to contact the airline on your behalf, success depends on airline service hours and response availability (especially for phone or online queues). In such cases, 100% success cannot be guaranteed.

Guide: Applying for VOID

Emergency Refunds

Refund requests submitted within 48 hours before departure will be treated as "Emergency Refund".

We strongly recommend contacting the airline directly via their official website or customer service to improve success rates and processing speed.

If you encounter difficulties, Atlas can assist by providing official airline contact details and communication support. However, outcomes are not guaranteed and remain subject to airline approval.

Airline Approved Refund – Request Atlas Payout (Refund Claim)

Eligibility

Applicable only if you have already submitted a refund request to the airline and received airline confirmation.

Required Documents

Please provide official airline refund proof, including:

• Refund date

• Refund amount

• Refund transaction number (ARN)

• Last four digits of the refund card

Note: ARN is a critical reference for tracking refund status.

Long-Pending Refunds

If the refund request exceeds the ticket’s validity period (typically one year), Atlas will conduct a manual review for compliance and fund security. You may be required to provide original booking records and airline refund confirmation documents.

Refund Process

Atlas will process your refund promptly after receiving the funds from the airline.

Guide: Refund Claim Process

Service Level Agreement (SLA)

1. Service Commitment

We uphold our core commitment of "4-hour Processing Standard" ensuring:

• Fast acceptance and proactive handling of refund requests within controllable scope

• Transparent progress updates and efficient coordination

Actual airline review and refund timelines strictly follow airline processing standards.

2. Service Details

a) 4-hour Processing Standard

• Upon receiving your request, we will complete order registration, information verification, and submission to the airline within 4 hours.

• The system status will be updated to “In Progress” with next-step details.

• You can track refund progress in real time via ATRIP. All follow-ups are handled based on submission order and flight urgency without affecting priority.

b) Airline Processing Time

Approval, review and refund settlement are sole discretion of the airline. We will continuously follow up and keep you informed.

c) Follow-Up & Escalation

Daily follow-up: Refund request status will be updated within 24 hours with next-step notes. If no airline response is received within a reasonable timeframe, weekly escalation will be initiated.

• B2B/API channels: Direct airline contacts.

• B2C channels: Airline escalation paths shared with you.

Issue escalation: If you need to escalate or have concerns, please submit it via EVA. We will respond within 4 hours with updates.

d) Rejection and Disclaimer

• Rejection Proof: If a refund is rejected due to airline policy, we will upload full supporting evidence (policy references, screenshots, etc.). Such cases do not trigger Atlas penalties.

• Rejection Review: You can initiate a review request within 7 calendar days after receiving the rejection notice, If the refund request result is obtained after this period, we will decline the application for a review request.

• Long-term airline non-response: If no substantive airline response is received within 45 calendar days after multiple follow-ups and escalations, the order will be marked “Airline Unresponsive”. All communication records will be provided, and Atlas will no longer be liable for the refund fulfillment. You may choose to continue waiting or terminate the process.

System Access

You can manage all refund-related operations via ATRIP, including:

• Submitting refund requests

• Uploading supporting documents (check-in proof, flight change evidence, etc.)

• Tracking refund progress

• Viewing airline responses

• Viewing rejection reasons and supporting details