Legal
Cancellation & Refunds
How cancellations, changes and refunds work today — and what changes when online payment goes live.
This document is under legal review
Athiti's existing policies contain unresolved contradictions — including three different jurisdictions across the current documents, an unconfirmed registered entity name, and a duplicate refund policy. Rather than publish a plausible-looking document that has not been checked, this page sets out the structure and states plainly which sections are still open.
Nothing on this page should be relied on as a binding agreement until it has been reviewed and dated.
Before confirmation
A request costs nothing and commits you to nothing. You can change or withdraw it at any point before you have agreed an option in writing, at no charge.
After confirmation
Cancellation terms are set per booking with the individual provider, and stated in your written confirmation before you pay. They vary because a four-room estate and a single long-stay room have genuinely different exposure.
The terms that apply to you are the ones in your confirmation message. Nothing on this page overrides them.
Changes rather than cancellations
Message your coordinator first. A date change is often possible where a cancellation would cost you, and we will always try that route before processing a cancellation.
If Athiti or the provider cancels
If a confirmed booking falls through on our side or the provider's, we find you an equivalent alternative or return everything you have paid. You should not carry the cost of our supply failing.
Refund method and timing
To confirm Refund timelines and method depend on the payment gateway, which is not yet live. Until then, refunds are handled directly and documented in writing on both sides.
A single policy, replacing two
Athiti previously published separate refund and return policies with overlapping and inconsistent terms. This page is intended to replace both.
To confirm The old documents must be retired at publication so that only one cancellation policy exists.