Booking, cancellation, and refund policy

Booking and payment

• After you choose a session and the number of guests, you have 15 minutes to complete payment. After that, the spots you picked are released to others.
• Payment goes through a secure bank gateway and works with cards on the Shetab network (Iranian bank cards). The price you see on the page is the final amount, and guests pay no separate fee.
• The Atlaseha commission (10%) is deducted only from the host's share.
• Your booking is confirmed as soon as you pay. The details, the exact address, and a way to reach your host appear on your booking page and are sent to you by SMS.
• Some experiences require a minimum time between booking and start (for example, “up to 24 hours before”). That deadline is written on the page of that experience.
• You can apply wallet credit and discount codes on the payment page. If your credit covers the whole amount, the booking is confirmed without going to the bank gateway.

Cancellation by the guest

The amount refunded depends on how much time is left before the experience starts:

• You cancel from the “My bookings” page, and the refund amount is shown right away.
• If you paid part of the booking with wallet credit, that same share goes back to your wallet and the rest goes to your bank account.
• Bank refunds are handled by the Atlaseha finance team, and to make the transfer we may ask you for a Sheba (IBAN) number in your own name.
• Not showing up on the day (without cancelling) or arriving late is not refundable; the host may start the program on time.
• If you cancel with less than 12 hours to go, the host has kept your place and prepared for you, so their share is paid to them.
• If less than 12 hours remain and you can’t make it, read Changing the date before cancelling.

Cancellation by the host

• If the host cancels your booking, you get the full amount back, and 10% of that amount is also added to your wallet as compensation credit.
• Repeated cancellations by a host are reviewed and can lead to their hosting account being suspended.

Force majeure

In circumstances beyond anyone's control (illness or hospitalization with documentation, the death of an immediate family member, natural disasters, official restrictions, or dangerous weather for nature programs), the full amount is refunded or the program is moved to another day, regardless of the table above. Atlaseha support makes the final decision.

Floating group pricing

• On experiences labeled “Group pricing”, the host has set several tiers: the more people in a session, the lower the price per person.
• The tier is based on the total confirmed guests in that same session, not just your group.
• If you book early and the group grows later, the difference goes back to your wallet credit after the experience. You are never charged more than what you paid.

Gifting an experience

• A gift is bought for a specific experience and a specific number of people, and the recipient gets a code by SMS. They only choose the day and time themselves.
• The gift price is locked in at the moment of purchase; if the experience price changes later, the gift is not affected.
• A gift is valid for 365 days. If it is not used within that time, the full amount goes back to the buyer's wallet as credit.
• If a booking made with a gift is cancelled, the refund, following the cancellation table, goes to the gift recipient's wallet as credit.

Wallet credit and review rewards

• Wallet credit comes from group pricing refunds, compensation credit, unused gifts, and review rewards, and you can spend it on future bookings.
• After each experience, you get 50,000 toman in gift credit for leaving a review (once per booking).
• Wallet credit cannot be withdrawn as cash.

Holding payments in trust and reporting problems

• Your money is held in trust by Atlaseha until 24 hours after the experience starts, and is then released to the host.
• If the experience was different from what was described, or something went wrong, report it within those same 24 hours from your booking page or through support. The payment to the host is then put on hold while the issue is reviewed.

Changing the date

Changing the date directly on the site is not possible yet. Up to 12 hours before the start you can cancel for free under the table above and book another session.

With less than 12 hours left, contact support instead of cancelling: once, if the host agrees, you can move to another session of the same experience at no cost. If the host declines, nothing is refunded under the table above, except in cases of force majeure.