Refund & Cancellation Policy
This policy applies to every booking made through Atlas Travel Management LLC, a Delaware limited liability company with its principal office at 1301 McKinney St, Suite 300, Houston, TX 77010 (CLIA Travel Agency Member #00838244) and to every Atlas service fee, engagement fee, and retainer. It forms part of our Terms of Service.
Supplier charges
Airfare, hotel, cruise, tour, transfer, and insurance charges are set by the Supplier and are refundable only according to that Supplier's fare rules or cancellation schedule. Many discounted fares and promotional rates are non-refundable from the moment they are ticketed or confirmed. We show the applicable rules before you confirm and again on your itinerary.
When a Supplier owes you a refund, Atlas submits the request on your behalf and passes the refund through in full, net of any Supplier penalty, by the same method you used to pay. Supplier refunds typically take 7–30 days to post; cruise and tour refunds can take longer.
Where the Supplier is the merchant of record (the charge on your card statement shows the Supplier's name), the refund is issued by the Supplier directly.
Atlas service fees
Atlas service fees, engagement fees, and retainers pay for the planning and coordination work itself. They are non-refundable once that work has begun, regardless of whether the trip later proceeds. Where Atlas has not yet started work on a confirmed engagement, we refund the fee in full within five business days of your written cancellation.
Change fees: Atlas charges no fee for the first change to an itinerary; subsequent changes are billed at the rate quoted in your engagement letter, in addition to any Supplier change fee.
How to cancel
Send your cancellation request in writing to concierge@atlastravelmanagement.com, or call +1 (832) 512-1642 and follow up in writing. The cancellation takes effect when we acknowledge it, which we do within four business hours, Houston time. The Supplier penalty is determined by the date and time of that acknowledgment.
Cancellations by a Supplier
If an airline, cruise line, hotel, or operator cancels a service, we will secure the refund, credit, or rebooking the Supplier offers under its own policy and advise you of your options. Atlas service fees for work already performed are not refunded in this case, but we do not charge a fee for the rebooking work.
Travel insurance
Cancellation for illness, family emergency, or other covered reasons is handled through travel insurance, not through this policy. We recommend purchasing a policy at the time of deposit; most insurers require that to cover pre-existing conditions.
Disputes
If you believe a refund has been mishandled, contact us first. We will respond within two business days with the Supplier's position and the status of any refund. Our contact details are above and in the Terms of Service.