> For the complete documentation index, see [llms.txt](https://resources.atriptech.com/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://resources.atriptech.com/popular-topics/post-booking/refund/atlas-refund-service-scope.md).

# Atlas Refund Service Scope

Last Updated: 21 August 2026

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 and familiarizing yourself with our refund service scope and policy before getting started. 

{% hint style="warning" %}
Important: Please confirm your refund scenario before submitting an application and select the correct application type to avoid delays in processing caused by an incorrect submission.
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<table data-header-hidden="false" data-header-sticky><thead><tr><th width="532.2265625">Refund Scenario</th><th>Refund Application Type</th></tr></thead><tbody><tr><td>You or the passenger <strong>have not yet submitted a refund request to the airline and would like Atlas to assist in applying</strong> for a refund with the airline. </td><td><strong>Atlas Refund</strong> </td></tr><tr><td>You or the passenger have <strong>already submitted a refund request to the airline directly</strong>, and the airline has confirmed the refund — you only need to wait for the airline's refund to be paid out before Atlas processes the refund. </td><td><strong>Refund Claim</strong> </td></tr></tbody></table>

&#x20;

### I. Atlas Refund (Atlas-Assisted Refund Application)&#x20;

Atlas Refund applies to refund request where **you or the passenger have not yet submitted a refund request to the airline yourself**, and you would like Atlas to assist in applying for a refund with the airline.&#x20;

#### 1. Service Eligibility&#x20;

Before submitting your request, please ensure your order meets the acceptance criteria:&#x20;

<table data-header-hidden="false" data-header-sticky><thead><tr><th width="186.5859375">Criteria</th><th width="292.0625">✅ In Scope</th><th>❌ Out of Scope</th></tr></thead><tbody><tr><td>Refund Type </td><td>Voluntary refunds, involuntary refunds, and special refunds (such as duplicate ticketing, denied boarding, compassionate ground illness or death-related refunds) </td><td>Refund requests that do not meet the airline's refund policy or are submitted without the required supporting documentation </td></tr><tr><td>Payment Methods </td><td>Bookings paid using Atlas prepayment or VCC passthrough </td><td>Bookings paid directly to airline using your own B2B account </td></tr><tr><td>Application Status </td><td>New bookings not previously submitted for a refund to the airline </td><td>You or the passenger have submitted a refund request to the airline (please contact the airline directly to follow-up) </td></tr><tr><td>Ticket Status </td><td>The ticket status is "Unused", "Not Checked In", "Within Validity", and within the airline refund deadline </td><td>The ticket status is "Used", "Checked In", "Suspended", "Expired", or beyond the airline’s refund deadline </td></tr></tbody></table>

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Note: Atlas will assist in processing refund requests in accordance with airline rules, but whether the refund is ultimately approved, the refund amount, and the time the refund is settled are all determined by the airline's actual review outcome. Atlas cannot guarantee that a refund request will definitely be approved by the airline.&#x20;
{% endhint %}

#### 2. Refund Application Guidelines by Reason&#x20;

**2.1 Voluntary Refund**&#x20;

A) Before Departure

Please **confirm in advance that the booking meets the airline’s refund rules and** [**deadlines**](https://resources.atriptech.com/popular-topics/post-booking/refund/refund-application-deadline). 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.

B) 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).&#x20;

* If the required airline no-show confirmation is not provided, invalid, or cannot be verified, the refund request will be rejected automatically.&#x20;
* Where no-show status can be confirmed directly via the airline’s departure records, we will proceed without additional client input.&#x20;
* If no-show status requires manual confirmation via airline email, phone, or online customer service, you must support the request by providing acceptable airline-issued confirmation proof&#x20;

Final eligibility and processing remain subject to airline validation and policy.&#x20;

Guide: [Applying for Voluntary Refund](https://resources.atriptech.com/popular-topics/post-booking/refund/applying-for-voluntary-refund)

**2.2 Involuntary Refund**&#x20;

Please **confirm in advance whether the airline policy allows refunds for the specific flight change**. If not supported, we reserve the right to decline the request.&#x20;

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**.&#x20;

Force Majeure Disclaimer:&#x20;

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.&#x20;

Guide: [Applying for Involuntary Refund](https://resources.atriptech.com/popular-topics/post-booking/refund/applying-for-involuntary-refund)

**2.3 Compassionate Ground (Illness and Death)**&#x20;

Refund requests submitted on compassionate grounds due to illness or death are treated as special refund applications. Depending on the airline's requirements, you may need to provide supporting documentation such as a medical certificate, death certificate, proof of relationship, or other relevant documents. Documentation requirements vary by airline and the airline's policy will prevail.&#x20;

Compassionate refund requests **typically require manual review by the airline and may take longer to process than standard refund requests**. Atlas will submit the request on your behalf and continue to follow up with the airline; however, we cannot guarantee the airline's review timeline, response time, or refund processing time.&#x20;

**Approval of a compassionate refund does not guarantee a full refund**. Depending on the airline's policy, refund fees or other deductions may still apply. The final refund decision and refunded amount are determined solely by the airline.

**2.4 Emergency Refunds**&#x20;

Refund requests submitted within 48 hours before departure will be treated as an "Emergency Refund".&#x20;

We strongly recommend contacting the airline directly via their official website or customer service to improve success rates and processing speed.&#x20;

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.&#x20;

#### 3. Service Level Agreement (SLA)&#x20;

**3.1 4-hour Processing Standard**&#x20;

* Standard Procedure: For standard refund requests with complete documentation that meet the acceptance requirements, Atlas will register the request, verify information, and submit the refund request to the relevant 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.&#x20;

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Note: Refund requests submitted on compassionate grounds (illness and death), as well as other requests requiring additional documentation or special airline review, are not subject to the above 4-hour submission timeline. Processing times may vary depending on the airline's review requirements and response timelines.&#x20;
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**3.2 Follow-Up & Escalation**&#x20;

Approval, review and refund settlement are sole discretion of the airline. We will continuously follow up and keep you informed.&#x20;

* 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&#x20;
* B2B/API channels: direct airline contacts&#x20;
* B2C channels: airline escalation paths shared with you&#x20;
* Issue escalation: If you need to escalate or have concerns, please submit it via [EVA](https://resources.atriptech.com/popular-topics/post-booking/service-request-user-guide). We will respond within 4 hours with updates.

&#x20;

#### 4. Rejection and Disclaimer&#x20;

**4.1 Incorrect Submission Handling**

If you or the passenger have already submitted a refund request to the airline directly, and also submit the refund request via Atlas Refund, Atlas will identify this during the review process and communicate the outcome as "Declined" on the refund case along with the reason for decline.&#x20;

If you still need to continue pursuing the refund, please choose the appropriate next step based on the actual situation:&#x20;

* If the airline has not yet confirmed the refund: please continue following up with the airline on the review result.&#x20;
* If the airline has confirmed the refund and you need Atlas's assistance with the subsequent steps: please submit a Refund Claim.&#x20;

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Note: Atlas is not responsible for any refund processing delays, financial losses, or other related impacts arising from a mismatch between the refund application type submitted and the actual refund scenario.&#x20;
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**4.2 Rejection Proof**&#x20;

If a refund is rejected due to airline policy or other reasons, we will upload full supporting evidence (policy references, screenshots, etc.) for your reference.&#x20;

**4.3 Rejection Review**&#x20;

You can initiate a review request within 7 calendar days after receiving the rejection notice. **After this period, the rejection decision is final and we will no longer accept review requests.**

**4.4 Long-Term Airline Non-Response**&#x20;

If no substantive airline response is received within 45 calendar days after multiple follow-ups and escalations, the refund request 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.&#x20;

### II. Refund Claim (Airline Approved Refund – Request Atlas Payout)&#x20;

Refund Claim is used **when you need Atlas to assist with the subsequent refund process after the airline has already confirmed the refund**; it does not mean Atlas will submit a new refund request to the airline.

#### 1. Service Eligibility&#x20;

Applicable only when **all below conditions are satisfied**:&#x20;

* You or the passenger have already submitted a refund request to the airline directly;&#x20;
* The airline has reviewed and confirmed the refund;&#x20;
* The only remaining step is for the airline to complete the refund, after which Atlas needs to process the refund based on the actual amount received.&#x20;

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#### 2. Required Documentation&#x20;

Please provide **official airline refund proof**, including:&#x20;

* Refund date&#x20;
* Refund amount&#x20;
* Refund transaction number (ARN)&#x20;
* Last four digits of the refund card&#x20;

{% hint style="warning" %}
Note: ARN is a critical reference for tracking refund status. If the airline is unable to provide an ARN, it typically indicates that the refund has only been processed by the airline. The refund may not yet have entered the banking or card payment clearing system. Please continue to follow up with the airline for the latest refund status.&#x20;
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#### 3. Refund Process&#x20;

After a Refund Claim is submitted:&#x20;

* The Atlas system will continuously and automatically check whether the airline's refund for that order has been received;&#x20;
* Once receipt of the airline's refund is confirmed, Atlas will automatically process your refund based on the actual amount received.&#x20;

Guide: [Refund Claim Process](https://resources.atriptech.com/popular-topics/post-booking/refund/refund-claim-through-atlas-after-completing-the-refund-request-with-the-airline)&#x20;

#### 4. Incorrect Submission Handling&#x20;

If you find that a Refund Claim was submitted in error, **you may withdraw the refund request yourself as long as the case is still awaiting refund. After withdrawal, please re-select the correct refund application type based on the actual scenario.**&#x20;

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Note: Atlas will not automatically convert a Refund Claim into an Atlas Refund. Atlas is not responsible for any resulting losses or impacts, including missing the airline's refund deadline, caused by a customer submitting a Refund Claim for an Atlas Refund scenario.&#x20;
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&#x20;

### III. Explanation of Ultra-Long-Term Refund Request &#x20;

According to IATA practices, airline tickets are generally valid for one year from the date of issuance or from the first sector of travel. After the validity period expires, airlines usually no longer accept refund requests.&#x20;

To prevent refund requests from remaining in a 'processing’ state for extended periods, **Atlas will automatically close unresolved refund requests based on the following criteria:**&#x20;

Atlas Refund:

* The first flight departure date was more than 1 year ago; and&#x20;
* The refund request has been submitted for more than 1 month but has not yet been completed.&#x20;

Refund Claim:&#x20;

* The invoice was issued more than 365 days ago; and&#x20;
* The refund request has been submitted for more than 1 month but has not yet been completed.&#x20;

**Once a refund request is automatically closed, Atlas will no longer perform further follow-up, manually review, or handle any related disputes for that request.**&#x20;

### IV. System Access&#x20;

You can manage all refund-related operations via ATRIP, including:&#x20;

* Submitting refund requests&#x20;
* Uploading supporting documents (check-in proof, flight change evidence, etc.)&#x20;
* Tracking refund progress&#x20;
* Viewing airline responses&#x20;
* Viewing rejection reasons and supporting details&#x20;
* Withdrawing a Refund Claim that is awaiting refund&#x20;