Refund policy

About this policy

Atlas5 is operated by TPixel, Inc., a Delaware corporation, 1808 Wedemeyer St, Suite 328, San Francisco, CA 94129. Email: support@trustpixel.ai.

This policy is part of the Terms of service. The company is the customer; travelers and arrangers act within the authority it gives them. A signed customer agreement governs the matters it addresses. Nothing in this policy reduces a refund or dispute right that applicable law makes mandatory.

The conditions of the selected fare, room, rental or insurance policy are shown before the company approves the purchase. These conditions determine eligibility except where applicable law provides otherwise. Non-refundable fares and rates are identified before approval. An airline credit, voucher or alternative trip is not a cash refund.

Who issues the refund

When Atlas5 charges a payment method for a booking, TPixel, Inc. is the merchant of record and is responsible for refunds and chargebacks for that charge. Coinflow processes the payment and any refund for TPixel, Inc. Payment authorization, capture, settlement and refund are separate steps.

TPixel, Inc. refunds a charge it took to the same payment method, in the currency originally charged. The company is the customer that receives the refund through that original payment method. A card issuer’s currency conversion or fees are governed by its terms.

Pay-at-property amounts are collected and refunded by the hotel, not by TPixel, Inc. Other amounts paid directly to a rental company, airline, insurer or another supplier are handled by that supplier. TPixel, Inc. does not refund charges it did not collect.

If a booking is not confirmed, TPixel, Inc. voids the authorization or refunds any amount captured for that attempt, and shows the company what was and was not charged. Check the unsuccessful attempt before retrying to avoid a duplicate booking. A released authorization is not a refund of a settled payment; the bank controls when the hold disappears.

Requesting a cancellation

An authorized traveler or company representative should request cancellation through Atlas5 as soon as possible, including the booking reference and the items to cancel. If you cannot use the service, email support@trustpixel.ai. Keep the request and confirmation for your records.

A cancellation is complete when the supplier confirms it. Sending a request or receiving an acknowledgment is not supplier confirmation. Applicable supplier deadlines and penalties still matter; contact support promptly if a time-sensitive request has not been confirmed.

Separate trip components have separate conditions. Cancelling a flight does not automatically cancel a hotel, rental car or insurance policy. We identify the cancellation and charge status for each item handled through Atlas5.

Flights and airline credits

For a flight to or from the United States, if you request cancellation through Atlas5 within 24 hours of booking and departure is at least seven days after booking, TPixel, Inc. asks the airline to cancel and refunds any amount due under the applicable 24-hour cancellation policy. The US Department of Transportation’s airline 24-hour rule does not automatically apply to bookings through travel agents. Whether the selected booking qualifies is disclosed before approval; this is not a blanket promise that every agency booking has a free 24-hour cancellation right.

For other voluntary cancellations, eligibility and any deductions follow the disclosed fare conditions and applicable law. An unused non-refundable ticket after the fare’s cancellation deadline, or a no-show, generally does not qualify for a cash refund unless the fare or applicable law provides one. An available airline credit has its own value, expiry and use restrictions.

If an airline cancels or significantly changes a flight to, from or within the United States, applicable law may require a refund when the traveler does not accept alternative transportation or a credit. A non-refundable fare label does not remove that right. When TPixel, Inc. is responsible for the charge, it issues any refund owed within the applicable legal deadline. No refund that the law requires automatically is made conditional on a separate support request.

Hotels and car rentals

Hotel refunds follow the rate’s cancellation deadline, local time zone, deposit and no-show conditions disclosed before approval, subject to applicable law. Non-refundable or partially used stays may not qualify. The hotel handles refunds of pay-at-property amounts; TPixel, Inc. handles refundable amounts it charged.

Car rental refunds follow the selected supplier’s prepaid or pay-at-counter conditions, including cancellation, no-show, late pickup, early return, fuel, mileage and damage charges. Cancelling a reservation does not automatically release a supplier’s security deposit or erase a charge for a rental already used. The supplier or card issuer controls release of holds it placed directly.

Any Atlas5 service fee and its refund conditions must be disclosed before approval. We do not add an undisclosed cancellation fee after the company has approved the booking.

Travel insurance

Travel insurance is an optional, separately selected purchase. Cancellation of a trip does not itself cancel the policy or guarantee a premium refund. Eligibility for a premium refund depends on the insurer’s policy, any applicable review or cancellation period, whether coverage has begun or a claim has been made, and applicable law. Review the policy’s exact terms before approval; this policy does not promise a universal review period.

Request policy cancellation through Atlas5 for a policy purchased through the service. We coordinate the request with the insurer and report its status. When TPixel, Inc. collected the premium, it returns any premium refund owed to the original payment method. A premium collected directly by the insurer is refunded by the insurer.

A claim for an insured loss is different from a refund of the insurance premium. The insurer determines coverage, exclusions, claims and claim payments under the issued policy. TPixel, Inc. does not underwrite the insurance or decide whether a loss is covered.

Refund timing and status

A refund TPixel, Inc. owes is issued within 30 days of the cancellation request or the scheduled departure date, whichever is earlier, or sooner where applicable law requires a shorter deadline.

Applicable shorter deadlines take priority. For example, qualifying US flight refunds must be issued within seven business days for credit-card purchases and 20 calendar days for other payment methods where those statutory deadlines apply. Supplier processing does not extend a deadline that legally applies to TPixel, Inc.

The time when a bank displays a refund can follow the time we issue it. We provide the company with the amount, currency, refunded items and status or reference. Bank posting time does not extend our deadline to issue a refund. Contact support if a refund has not arrived so we can trace it.

California seller of travel

California Seller of Travel registration No. 2174413-50. Registration as a seller of travel does not constitute approval by the State of California. TPixel, Inc. participates in the California Travel Consumer Restitution Fund. If the customer was located in California at the time of sale, it may be eligible to file a claim with the fund for certain losses if the travel is not provided and is not refunded. Customers located outside California at the time of sale are not covered by the fund.

A refund TPixel, Inc. owes is issued within 30 days of the cancellation request or the scheduled departure date, whichever is earlier, or sooner where applicable law requires a shorter deadline.

Billing questions and disputes

For a missing refund, duplicate charge or other billing question, please email support@trustpixel.ai with your company name, booking reference, amount and the issue before initiating a chargeback, so we can investigate and resolve it. Do not send a full card number or other payment credentials.

Contacting us first is a request, not a condition on exercising a cardholder or statutory dispute right. It does not waive those rights or extend or shorten your card issuer’s dispute deadlines.

For a direct inquiry, email support@trustpixel.ai. Include your company and the subject of your request; do not send passwords, full card details or identity documents.