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Refund Policy

Booking & refund policies

General Refund Policy

This Refund Policy, along with specific offer terms, outlines when ATANA Traveller may grant refunds to clients. Refunds are considered for: Permitted by product or offer terms.

Refund Ineligibility

For clarity, the following scenarios do not qualify for refunds:

  • Failure to review specific terms and conditions.
  • Change of mind, except within stated cancellation periods.
  • Inability to secure preferred dates or book within the specified ‘book by’ period.
  • Requesting unavailable dates for a “Book Now, Pay Later” option.
  • No-show or missing check-in.
  • Inability to redeem the offer due to travel constraints.

Refund Ineligibility

This clause defines a “Force Majeure Event” as an unforeseen event, such as natural disasters, strikes, government orders (including those related to novel coronavirus), hindering a trip. If your package booking is affected by a Force Majeure Event, Atana Traveller will issue a refund after deducting unrecoverable costs. Atana Traveller is not liable for other client losses or expenses, including booking and flight-related costs.

Refund Request Denial

ATANA Traveller may reject refund requests if they are deemed misleading, incorrect, deceptive, or beyond this policy’s scope. ATANA Traveller has the discretion to refuse without providing reasons. Fraudulent refund requests will be reported to authorities.

Please reach out to your personal destination specialist to help you with your request and further details on the free cancellation period for each resort.

Additional Information

In addition to the General Refund Policy, your eligibility for a refund depends on the specific cancellation policies provided for each product at the time of purchase, visible on the invoice or in the product page’s fine print on our website.

Optional and Mandatory Cancellation and Refund Conditions

Clients can choose to retain the paid amount as credit for future bookings, confirm cancellations before the resort’s free cancellation period, and receive refunds to the original payment method. These conditions are subject to the policies of each individual product, and the refund will be adjusted for any bank.

fees or credit card processing costs, including but not limited to cancellation expenses and unrecoverable amounts from third-party suppliers, financial costs, and other expenses associated with selling the package.

Last Minute Traveller

Due to the high demand and limited 14-day purchase window, bookings are guaranteed and non-refundable. Last Minute deals are guaranteed at the time of booking and are not subject to refunds. Additionally, date changes are not allowed once a Last-Minute booking is made due to the limited availability and last-minute nature of such bookings.

Cancellation Policy

ATANA Traveller has established specific cancellation terms with each hotel, as outlined in the offer email or fine print on the product page.

As an example, if the offer permits cancellation 21 days before check-in, clients should cancel the booking, accordingly, ensuring it is done by 11:59 pm local time of the property, 21 full days before the check-in date.

No Show

Products (packages / offers) booked through ATANA Traveller is subject to a Cancellation Policy.

Failure to check in on the reserved arrival date will result in a penalty charge, in accordance with the resort’s Cancellation Policy.

A penalty charge will apply if a guest shortens their stay or checks out early, in accordance with the resort’s Cancellation Policy.

Booking Terms and Conditions

Terms and Conditions

These Terms and Conditions (“Terms”), along with any updates we may post in the future, establish the rules under which we offer various services through the website AT TRAVELLER By accessing, browsing, and using our site, making confirmed reservations, you are agreeing to accept and be bound by these terms.

AT Traveller acts as your agent when arranging services with third-party suppliers offering Travel Products. You will also be subject to the terms and conditions of those third-party suppliers, in addition to these terms.

Terms of Use

When using this website, you agree not to engage in unlawful or prohibited activities as outlined in these terms.

While we may monitor content occasionally, we assume no responsibility for it.

Posting or transmitting unlawful, defamatory, obscene, or inciting material is strictly prohibited.


AT packages are time-sensitive and have specific limitations. They include the stated number of nights in your chosen villa, meals as indicated, and provide round-trip transfers for two individuals

The pricing is all-inclusive, covering applicable taxes and charges.

Any extra surcharges must be paid directly to the hotel as outlined in the travel offer. While product and service prices are accurate when displayed, they may change over time.

Celebrating a special occasion comes with additional perks, complimentary benefits, and amenities.

Pricing, Value, and Savings

We calculate percentage discounts based on the ‘rack rate’ and inclusions when deals are live. The value and savings are determined relative to the resort’s published rack rates and inclusions. However, rack rates may not reflect actual rates depending on the timing and manner of your booking.

Changes in Price and Itineraries

In the event of itinerary changes due to safety or events beyond our control, resulting in cancellation or change fees for flights or other parts of your travel, we will notify you as soon as possible. You will be responsible for any associated costs or may be entitled to a refund. We strive to keep prices accurate and up to date, but we reserve the right to adjust fees, charges, or prices up to the date of check-in.

Consecutive Days

Unless an offer states otherwise, it must be used over a continuous period, and packages cannot be split. For example, if a package offers four nights at a resort, those four nights must be used consecutively.


Full payment must be received before a confirmation letter is issued.

Failure to receive or declined payment by your bank or credit card issuer may result in the inability to hold packages.

Travel Agreements and Travel Products

Booking travel arrangements and paying for travel products implies your acceptance of our booking conditions. All travel products arranged by the Company are provided by Suppliers believed to be reputable and compliant with local authorities’ standards. These travel products are subject to the terms, conditions, and limitations of those Suppliers. The Company does not make or give any warranty or representation regarding the standard of those products.

What is Not Included in AT Traveller Products

Flights, passport and visa fees, insurance (unless expressly stated), laundry, phone calls, beverages, meals not detailed in the itinerary, tips, personal expenses, excess baggage, and costs in case of illness, refusal of entry, detention, expulsion, or repatriation are not covered by OV Traveller products. We are not liable for any expenses, costs, or losses related to these matters.

Passports, Visa, Vaccinations, and Baggage

You are responsible for complying with visa, entry, health, and other requirements, as well as any documents required by the laws and regulations of the countries you visit. The Company is not responsible for passport and visa requirements or for any loss incurred due to non-compliance with laws and regulations.

Liability and Responsibility

We are not responsible for baggage loss, property damage, injury, illness, or damages resulting from negligence, delays, or actions of third parties not under our control, including government actions and criminal conduct.

Complaints or Problems

We aim to ensure that the arrangements are implemented as agreed. In case of problems, it is best to seek resolution locally with the supplier.

Failure to do so may affect any compensation claims.

Unresolved complaints should be lodged in writing to the Company during your stay and before departure from the resort.

Communication by Us

Upon registering with AT Traveller, you agree to receive Administrative Emails (concerning your purchases) and Promotional Emails (featuring product information and new offers). You may opt-out of receiving promotional emails at any time by clicking the unsubscribe button in our emails.