Atlantis Refunds / Return Policy

Hotel bookings, cancellations, no-show charges, refunds, and Atlantis platform services.

Last Updated: July 29, 2025

Philippines – Atlantis Systems Technologies Filipinas Corp., Malaysia – Atlantis Systems Technologies Malaysia Sdn. Bhd., and Singapore – Atlantis Systems Asia Holdings Pte. Ltd. (collectively, “Atlantis,” “we,” “us,” or “our”) provide digital travel systems, hotel technology solutions, and online reservation platform services. This Refunds / Return Policy explains how refunds, cancellations, no-show charges, service cancellations, and termination of platform services may be handled.

For purposes of this policy, “Atlantis,” “we,” “us,” or “our” refers collectively to Philippines – Atlantis Systems Technologies Filipinas Corp., Malaysia – Atlantis Systems Technologies Malaysia Sdn. Bhd., and Singapore – Atlantis Systems Asia Holdings Pte. Ltd., including their respective platforms, systems, products, and services, as applicable.

A. Refunds / Return Policy for Hotel Bookings

Atlantis operates as an online travel booking service provider and hotel reservation platform. Through the Atlantis Online Reservation System, guests may search, reserve, and pay for hotel accommodations offered by partner hotels and accommodation providers.

1. Atlantis Role as Booking Facilitator

Atlantis acts as an online travel booking service provider, hotel reservation facilitator, and limited collection agent for the relevant hotel or accommodation provider. Atlantis does not own, operate, manage, or control the hotel property and is not the provider of the accommodation.

The hotel remains responsible for honoring confirmed reservations, maintaining accurate room inventory and rates, providing the booked room and hotel services, issuing official receipts or invoices where applicable, and complying with applicable hotel, tax, consumer, and other legal requirements.

2. Booking Conditions

All bookings made through the Atlantis Online Reservation System are subject to the booking conditions, cancellation policy, refund policy, payment policy, and no-show policy displayed at the time of booking and/or stated in the booking confirmation.

Guests are responsible for reviewing the applicable booking conditions before completing a reservation.

3. Confirmed and Guaranteed Reservations

Once a booking confirmation is generated and sent by the system, the reservation shall be considered confirmed and guaranteed, regardless of whether the guest actually receives, opens, or reads the confirmation email.

4. Cancellation and No-Show Charges

Atlantis reserves the right to process, collect, or cause the charging of the guest’s credit card, debit card, e-wallet, or selected payment method for applicable room charges, cancellation fees, no-show fees, payment processing charges, taxes, and other amounts due in accordance with the booking conditions accepted by the guest at the time of reservation.

Cancellation of a confirmed booking is considered final once processed and may result in cancellation fees. No-show bookings may likewise be charged in accordance with the applicable booking conditions, which may include the first night charge, the full booking amount, or any other amount stated in the confirmed reservation policy.

5. Non-Refundable Bookings

Some bookings may be non-refundable, non-cancellable, or non-changeable as indicated in the booking conditions. Non-refundable bookings, promotional rates, late cancellations, shortened stays, and no-show bookings may not be eligible for refund.

6. Refunds for Hotel Bookings

Refunds, if any, shall be processed only when allowed under the applicable booking conditions and after validation with the hotel or accommodation provider.

Approved refunds may be subject to payment gateway charges, bank charges, card scheme rules, foreign exchange differences, administrative fees, and processing timelines imposed by banks, payment providers, card networks, or other third-party payment channels.

Refunds shall generally be returned to the original payment method used by the guest, unless otherwise required by the applicable payment provider or law.

7. Cancellation Caused by Atlantis, System Error, or Hotel Inventory Issue

If a cancellation is caused by Atlantis, the Atlantis Online Reservation System, or the hotel’s failure to provide the confirmed room inventory, the guest shall not be charged a cancellation fee or no-show fee for that cancellation.

If payment has already been collected, the amount shall be subject to refund, reversal, or adjustment in accordance with the applicable payment channel process and verification with the hotel.

8. Collection and Remittance

Atlantis is authorized to collect payments from guests for reservations made through the Atlantis Online Reservation System. Amounts collected by Atlantis on behalf of the hotel, less applicable commissions, payment processing charges, refunds, chargebacks, taxes required to be withheld, and other authorized deductions, shall be remitted to the hotel’s nominated bank account.

By completing a booking through the Atlantis Online Reservation System, the guest confirms that they have read, understood, and accepted the applicable booking, cancellation, refund, payment, and no-show conditions.

B. Platform Services, Cancellation and Termination Policy

This section applies to platform services, software, subscriptions, licenses, digital travel systems, implementation services, professional services, customized solutions, and other technology services provided by Philippines – Atlantis Systems Technologies Filipinas Corp., Malaysia – Atlantis Systems Technologies Malaysia Sdn. Bhd., Singapore – Atlantis Systems Asia Holdings Pte. Ltd., or any applicable Atlantis group entity to hotels, accommodation providers, partners, and business clients.

1. Scope of Platform Services

Atlantis provides digital travel systems and platform services, including but not limited to online reservation systems, booking engine services, payment-related integrations, hotel technology tools, implementation support, and related professional services.

The specific scope of services, fees, subscription terms, implementation requirements, service levels, cancellation rights, and termination rights shall be governed by the applicable proposal, service agreement, subscription terms, statement of work, or other written agreement between Atlantis and the client.

2. Client Cancellation of Services

A client who wishes to cancel any Atlantis platform service, subscription, implementation, or professional service must submit a written cancellation request in accordance with the cancellation terms stated in the applicable agreement.

Cancellations outside the agreed cancellation period, minimum term, lock-in period, or required notice period may still be subject to applicable fees, unpaid balances, implementation costs, subscription charges, or other amounts due under the applicable agreement.

3. Non-Refundable Services and Fees

Unless otherwise expressly stated in the applicable agreement, the following may be non-refundable:

Services already rendered or partially completed.
Setup fees, onboarding fees, implementation fees, integration fees, and training fees.
Customized solutions, bespoke development work, configuration work, or client-specific modifications.
Subscription fees for services already used or made available to the client.
Fees paid to third-party providers, payment gateways, banks, hosting providers, domain registrars, software vendors, or other external suppliers.

4. Atlantis Right to Suspend or Terminate Services

Atlantis reserves the right to suspend, restrict, cancel, or terminate access to its platform, systems, services, accounts, integrations, or support where Atlantis reasonably determines that any of the following has occurred:

Non-payment of fees, unpaid invoices, chargebacks, or payment disputes.
Violation of the applicable agreement, platform terms, acceptable use rules, or service requirements.
Fraud, misuse, abuse, unauthorized access, security risk, or suspicious activity.
Use of the platform for illegal, prohibited, misleading, harmful, or unauthorized activities.
Client activity that may expose Atlantis, hotels, guests, payment providers, banks, or third parties to operational, legal, regulatory, financial, reputational, or security risk.
Requirement by law, regulation, government authority, payment provider, card scheme, bank, or third-party service provider.

5. Effect of Cancellation or Termination

Upon cancellation or termination, the client shall remain responsible for all amounts due up to the effective date of cancellation or termination, including unpaid subscription fees, implementation fees, usage charges, third-party charges, payment processing charges, and other applicable fees.

Atlantis may disable or limit platform access, integrations, user accounts, support services, and related system functions after cancellation or termination. Any data access, data export, transition assistance, or post-termination support shall be subject to the applicable agreement and Atlantis’ standard procedures.

6. Service Availability and Third-Party Dependencies

Atlantis platform services may depend on third-party systems, including payment gateways, banks, hosting providers, domain providers, email providers, channel managers, hotel systems, and other external service providers.

Atlantis shall not be responsible for service interruptions, delays, declined payments, failed transactions, settlement issues, or service limitations caused by third-party providers, force majeure events, government actions, internet disruptions, client-side issues, or matters outside Atlantis’ reasonable control.

7. Review of Special Cases

Atlantis may review exceptional cancellation, refund, suspension, or termination concerns on a case-by-case basis. Any waiver, refund, credit, or adjustment shall be at Atlantis’ discretion unless expressly required by the applicable agreement or law.

8. Contact for Platform Service Concerns

For platform service cancellation, termination, account access, billing, or service concerns, please contact:

Atlantis
Philippines – Atlantis Systems Technologies Filipinas Corp.
Malaysia – Atlantis Systems Technologies Malaysia Sdn. Bhd.
Singapore – Atlantis Systems Asia Holdings Pte. Ltd.
Email: helpdesk@ph.atlantis.asia

Contact Us

For questions or to initiate a refund request, please contact us at:

Refund Policy