Refund & Cancellation Policy

1. Your Statutory Rights

Under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, you have a statutory right to cancel most online purchases within 14 days of subscribing without giving a reason (the "cooling-off period").

Nothing in this policy affects your statutory rights under UK consumer law, including the Consumer Rights Act 2015.

2. User Subscriptions — Atlas 14-Day Money-Back Guarantee

Atlas user subscriptions are available on monthly or annual terms:

• Traveller (Explorer): £1.99 / month or £19.99 / year
• VIP: £5.99 / month or £64.99 / year
• Student: reduced annual rate (verified university email)

14-Day Money-Back Guarantee

Atlas voluntarily grants a 14-day money-back guarantee on all paid user subscriptions. You may cancel within 14 days of the initial purchase and receive a full refund to the original payment method, even if you have accessed premium features. Atlas expressly waives the Regulation 37 "immediate access" exception for user subscriptions. Cancel via the in-app "Cancel & refund" flow in your profile, or email support@atlasfoodanddrink.com. Refunds are processed via Stripe within 14 days; card issuers typically settle within a further 5–10 business days.

Exclusions: the money-back guarantee does not apply to venue subscriptions, competition or event tickets, gift vouchers, any purchase settled in ADA/BTC/Spark, renewals of a previously-refunded subscription, or accounts that have already received a money-back refund.

After 14 Days / Monthly Renewals

After the 14-day window, annual subscriptions are non-refundable for the remaining term (you can still cancel to prevent any future renewal). Monthly subscriptions can be cancelled at any time from your profile; cancellation takes effect at the end of the current billing month and no pro-rata refund is issued for the unused portion of that month.

Crypto-Funded Subscriptions & Purchases

Payments in ADA or BTC are non-reversible once confirmed on-chain. Because blockchain transactions cannot be unilaterally reversed, Atlas operates a narrow exception-handling process (see Terms of Service §11.5.1). Exceptions are limited to: duplicate confirmed payment, confirmed fraud, or a regulator/legal order.

Where an exception applies, the default remedy is:

• Venue subscriptions: an extension of the subscription end date by the equivalent annual period. No GBP or on-chain refund is issued by default.
• Consumer purchases (gift vouchers, competitions, event tickets, skins): an equivalent internal AXP credit at the original GBP value. No GBP or on-chain refund is issued by default.
• On-chain refunds: issued only where a regulator compels it or Atlas, in its sole discretion, determines this is the appropriate remedy. Refunds are made at the original ADA or BTC amount sent (not re-priced at the refund date), are signed manually by treasury operators, and are not automated.

No refund, partial credit or extension is offered for venue subscription sign-ups (B2B), AXP top-ups, rate movement between initiation and confirmation, or user error in sending the wrong amount or to the wrong network.

2A. Bookings — Card Guarantees vs Deposits

Most table bookings on Atlas use a card guarantee: your card is verified and authorised but no money is taken. The venue may capture a no-show or late-cancellation fee, in line with the cancellation window shown at the time of booking, if you fail to honour the booking. Card guarantees that are not captured are released back to your available balance automatically by your card issuer (typically within 7 days).

Where a venue uses a full pre-payment policy (clearly labelled "Deposit required" at booking), the deposit is taken upfront and is non-refundable inside the venue's cancellation window. Cancellations made before the cutoff are refunded in full to the original payment method within 14 days.

2B. Event Tickets

Event tickets purchased through Atlas are non-refundable once issued, except where the event is cancelled, rescheduled or materially changed by the venue. In those cases Atlas processes a bulk refund to all ticket holders' original payment method within 14 days. ADA-funded ticket purchases are refunded to your linked Atlas Wallet in ADA.

Event tickets sold through Atlas carry 0% Atlas commission — the price you pay is the price the venue set, plus the payment processor's own fees where shown. Because Atlas takes no booking fee, there is no Atlas service fee to refund; refunds are made at the full ticket value. The venue is merchant of record and pays Stripe’s standard processing rates on the sale, with no Atlas markup. Where a venue cancels an entire event, the venue's Atlas dashboard issues a single bulk refund to every ticket holder at once.

2C. Bookings Are Card-Only

Table bookings, card guarantees and pre-payments on Atlas are processed by card through Stripe only. Atlas does not accept ADA, BTC or any other cryptocurrency for bookings, guarantees or no-show fees, and no booking is ever held in on-chain escrow. Any refund, release or capture relating to a booking therefore happens on the original card.

2D. Bookings and Orders Taken by Trinity Line (AI Phone Agent)

Some venues answer their phone with Trinity Line, our AI voice agent. A booking, waitlist place, takeaway order or ticket enquiry taken over the phone by Trinity Line has exactly the same cancellation and refund rights as one made in the app or on the web — the channel makes no difference to your rights.

Because AI transcription can mishear details, we ask venues to send a written confirmation (SMS or email) for every call-taken booking or order. The written confirmation is the authoritative record. If the confirmation does not match what you asked for on the call, contact the venue or Atlas support before the cancellation cut-off and we will correct or cancel it at no charge — a no-show fee will not be charged where the error was ours or the venue's. Call recordings and transcripts are retained for a maximum of 90 days (see the Privacy Policy) and can be used to resolve a dispute within that window.

2E. Atlas Paylink (Remote Card Guarantees and Payments)

Atlas Paylink is a secure, single-use payment link a venue can send you by SMS or email — typically to place a card guarantee on a large booking, or to settle a pre-order or deposit remotely. Paylink pages are hosted by Stripe; Atlas never sees or stores your full card number.

• Guarantee links authorise but do not charge your card. If the booking is honoured or cancelled inside the venue's stated notice period, the authorisation is released and your issuer restores the funds (typically within 7 days).
• Payment links take payment immediately. Refunds follow the underlying purchase — Section 2A for bookings, 2B for tickets, 2F for pre-orders.
• Expired or unpaid links take no money and create no obligation. An unpaid guarantee link may cause the venue to release your table.
• Fraud. Atlas will never ask you to pay by bank transfer, gift card or crypto for a booking. Only pay a link that arrives from the venue you booked with and that opens on a Stripe-hosted page. Report anything suspicious to support@atlasfoodanddrink.com and we will refund any payment taken through a link we confirm was fraudulent.

2F. Takeaway, Pre-Orders and Group Pre-Orders

Food and drink ordered ahead — takeaway, collection, at-table pre-orders and group pre-orders attached to a booking — is prepared to order and is therefore exempt from the 14-day cancellation right under reg. 28(1)(c) of the Consumer Contracts Regulations 2013 (goods made to your specification or perishable).

• Before the venue accepts the order you can cancel in the app for a full refund.
• After acceptance but before preparation starts the venue may refund in full at its discretion.
• Once preparation has started the order is non-refundable, except where it is not delivered, arrives materially different from what you ordered, is unfit to eat, or does not match the allergen or dietary information shown. In those cases you are entitled to a full refund under the Consumer Rights Act 2015.
• Group pre-orders: each guest's own items are refunded to that guest's payment method. The booking organiser cannot claim a refund on another guest's behalf.
• Allergens. Where an allergen tag is marked "AI suggested" rather than venue-confirmed, always confirm with the venue before ordering. See the Terms of Service.

2G. Atlas Marketplace

Physical goods bought through the Atlas Marketplace (including Atlas Cellar retail) carry the standard 14-day right to change your mind from the day you receive them, plus the 30-day short-term right to reject faulty goods under the Consumer Rights Act 2015. Return postage for a change of mind is yours; return postage for faulty or misdescribed goods is refunded. Perishable goods, opened consumables and items made to order are excluded from the change-of-mind right. Atlas charges the seller 0% commission, so refunds are issued at the full price paid. Where the seller is a venue or third-party merchant rather than Atlas, that seller is the retailer of record; Atlas will assist and, where the seller fails to act, refund through the original payment method.

3. Venue Subscriptions

Venue subscriptions (Silver, Gold, Platinum) are business-to-business (B2B) annual contracts governed by the Venue Partner Agreement. The 14-day consumer cooling-off period under the Consumer Contracts Regulations 2013 does not apply to B2B transactions. Venue subscriptions are non-refundable once the Venue Partner Agreement has been accepted and payment processed. Venues may cancel their subscription to prevent automatic renewal, but no refund or pro-rata credit will be issued for the remaining term. Venue fees are quoted net. VAT is added at the prevailing rate when chargeable and forms part of the total paid; any refund or credit expressly due under this policy includes the corresponding VAT treatment shown on the original invoice.

4. Competition Entries

Competition ticket purchases are non-refundable once the skill-based qualifying question has been answered and the entry confirmed. Free postal entries cannot be refunded as no payment was made. If a competition is cancelled by Atlas, all paid entries will be refunded in full within 14 days.

5. Gift Vouchers

Atlas gift vouchers are available to all account tiers, including Basic. Anyone can buy, send, receive and redeem vouchers regardless of subscription level. Vouchers are Atlas-wide single-purpose vouchers (SPVs) redeemable across the Atlas venue network for food, drink and hospitality services — they are never venue-scoped. Because the type of supply (standard-rated UK hospitality) and place of supply (United Kingdom) are known at the point of issue, Atlas gift vouchers qualify as single-purpose vouchers under HMRC guidance VATSC30000 and the Value Added Tax Act 1994 Sch. 10B. VAT is therefore charged and accounted for at the point of issue (when the voucher is purchased), not at redemption; no further VAT is due from the redeeming venue on the voucher face value. Gift vouchers are non-refundable. Once purchased, vouchers cannot be returned, cancelled or exchanged for cash, and the purchase price is non-refundable — including where the voucher is unclaimed, unredeemed, lost, or where the recipient does not use it. This exclusion is permitted under reg. 28(1)(b) of the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, as Atlas gift vouchers are digital content supplied immediately on purchase with the customer's express consent and acknowledgement that the statutory 14-day cancellation right is thereby waived. Vouchers are non-transferable for cash, have no cash redemption value, and lost or stolen voucher codes cannot be replaced. Unredeemed vouchers expire 12 months after issue and any unused balance is forfeited.

6. Reverting to Basic / End of Subscription

When a paid subscription (Student, Explorer or VIP) ends and your account reverts to Basic, the following applies:

• Atlas Wallet (Cardano / Bitcoin / Spark): You retain full non-custodial ownership of any on-chain assets. Before your paid access ends, you must export and securely back up your recovery phrase from the Wallet section so you can continue to access your funds in any compatible third-party wallet (e.g. Eternl, Lace, Yoroi for Cardano; Sparrow, BlueWallet for Bitcoin). Atlas does not retain a copy of your recovery phrase and cannot recover lost keys.
• NFT Passport & milestone NFTs: All NFTs minted to your wallet remain yours on-chain in perpetuity. The in-app Passport Viewer is a paid-tier feature, but the NFTs themselves are visible in any compatible wallet or block explorer.
• AXP balance: Any unspent AXP is frozen on your account. You cannot earn or redeem further AXP while on Basic, but the balance is preserved and reactivates if you resubscribe.
• Active gift vouchers: Unaffected — vouchers remain claimable and redeemable at any tier, including Basic.
• Active quests / challenges: Progress is paused. Existing enrolments will not award AXP while on Basic.

7. Account Deletion

You may delete your Atlas account at any time from your profile settings or by emailing us. On deletion:

• Unspent AXP balance is forfeited and cannot be reinstated.
• Unredeemed gift vouchers held on your account are forfeited. Please redeem or transfer any active vouchers before deleting your account.
• Unused competition entries are forfeited with no refund (entries are non-refundable per Section 4).
• On-chain assets (NFTs, ADA, BTC) remain yours only if you have exported your wallet recovery phrase before deletion. Atlas cannot recover wallets after account deletion.
• Personal data is erased in accordance with our Privacy Policy and UK GDPR (Article 17 — Right to Erasure).

We strongly recommend exporting your wallet recovery phrase and redeeming all active vouchers before requesting account deletion.

8. How to Request a Refund

To request a refund or exercise your cancellation rights, please contact us at:

• Email: hello@atlasfoodanddrink.com
• Subject line: "Refund Request"

Please include your account email, the date of purchase, and the product or subscription you wish to cancel. We will process eligible refunds within 14 days of receiving your request, using the same payment method used for the original transaction.

9. Atlas Experience Points (AXP)

AXP earned through platform activity (check-ins, reviews, quests, referrals) has no cash value and is non-refundable. AXP redeemed for Atlas Vouchers is non-refundable once the voucher has been issued. Atlas Vouchers obtained through AXP redemption carry no cash redemption value. See §5 (Gift Vouchers) for voucher terms.

Revoked quest completions. Where Atlas revokes or amends a quest completion under Terms of Service §16.5 (fraud, duplicate award, bug remediation or verified user request), any AXP awarded for that completion may be clawed back and the change is anchored on Cardano as a compensating event. If the AXP had already been redeemed for an Atlas Voucher and that voucher has been spent, no refund is due. Unspent AXP and unredeemed vouchers may be adjusted accordingly, and no GBP or on-chain refund is issued.

9A. Punch Card Stamps, Rewards and Claim Codes

Punch card stamps, completed punch card rewards, and offer or deal claim codes are loyalty benefits, not purchases. They carry no cash value, are not transferable, and fall outside every refund route in this policy — there is nothing to refund because nothing was paid for them. A redeemed stamp or claim code cannot be reinstated, and an expired offer window cannot be extended.

The participating venue is responsible for honouring a valid, unredeemed stamp card reward or claim code, as set out in Terms of Service §15.1 and §15.1A. If a venue refuses a valid reward or code, raise it with the venue first and then with us through our complaints route. Where you paid for goods or services in the same visit, your statutory rights under §1 are unaffected. We may void a stamp or claim obtained by fraud, automation or duplicate accounts.

10. Contact Us

Atlas Group Technologies Ltd
Company No. 13937385
Registered in England and Wales
71-75 Shelton Street, Covent Garden, London, WC2H 9JQ

Email: hello@atlasfoodanddrink.com