Refund & Cancellation Policy

1. Definitions

• “Agentic Processing”: The automated and semi-automated actions taken by Karnak’s AI to initiate, verify, and finalize bookings or cancellations with Third-Party Providers.
• “Third-Party Provider” (Vendor): Any airline, hotel, transport service, or restaurant that fulfills the actual travel experience.
• “Pass-Through Refund”: The process by which Karnak recovers funds from a Vendor and returns them to the User, subject to the Vendor’s original terms.

2. Platform Subscription Terms

Karnak offers various membership tiers to access our proprietary Agentic Concierge.

• Cancellation Rights: You may terminate your subscription at any time. To avoid the next scheduled billing, notice must be provided via the in-app settings.
• Service Access: Upon cancellation, your “Concierge Access” (including existing itinerary storage and AI support) will remain active until the conclusion of the current paid billing cycle.
• Subscription Refunds: As the platform provides immediate access to proprietary planning tools and AI resources, all subscription fees are considered earned upon payment and are non-refundable.

3. Travel Bookings & Reservations

Karnak acts as an intermediary. When our Agentic system confirms a booking, it does so based on the live inventory and legal terms of the Vendor.

3.1 The Principle of Vendor Precedence

• All travel components—including airfare, lodging, and activities—are governed exclusively by the Vendor’s own cancellation policies.
• Karnak cannot alter, override, or “waive” a Vendor’s non-refundable policy.
• Users are encouraged to review the specific “Cancellation Window” provided at the time of each individual booking.

3.2 Agentic Synchronization & The Administrative Window

Because the Agentic Concierge must communicate with external global distribution systems (GDS) and proprietary APIs:

• The 48-Hour Buffer: For all major travel cancellations, Karnak requires an administrative window of 48 hours prior to the Vendor’s deadline. This ensures the AI can verify the request and handle any API latency.
• Best-Effort Processing: Requests submitted within this 48-hour window are processed as “priority,” but Karnak does not guarantee successful cancellation if the request is initiated too close to the Vendor’s hard cutoff.

3.3 Restaurant & Dining Protocol

To protect Karnak’s standing with global dining partners:

• Cancellation Deadline: Dining reservations must be modified or cancelled via the app at least 4 hours before the scheduled time.
• Indemnification of Penalties: If a restaurant imposes a “No-Show” fee or retains a deposit due to a late cancellation or failure to arrive, the User is solely responsible for these costs.

4. Financial Processing & Adjustments

4.1 Disbursement “Net of Fees”

Refunds are processed as a “Net Pass-Through.” This means the amount returned to the User’s original payment method will be the exact amount recovered from the Vendor, minus the original, non-refundable transaction fees (e.g., credit card merchant fees) retained by the payment processor.

4.2 Currency and Exchange Volatility

For international bookings, refunds are issued in the currency of the original transaction. Karnak is not responsible for any “shortfall” in the returned amount resulting from foreign exchange rate fluctuations between the date of booking and the date of refund.

4.3 Form of Recovery

If a Vendor offers travel credits, vouchers, or “Points” in lieu of a cash refund (commonly seen during Force Majeure events), Karnak will deliver said credits to the User’s account. Delivery of the Vendor’s offered credit constitutes a full and final resolution of the refund request.

5. How to Initiate a Request

To ensure your request is timestamped and processed by the Agentic system, you must initiate all cancellation and refund requests through the Karnak app or by contacting hello@karnak.co.