Traveler support
Questions about trip discovery, booking status, payment concerns, refund requests, cancellation inquiries, or journey support.
Support
Help for travelers and agency partners.
Email ARTUZ support for traveler help, agency support, booking and payment concerns, and refund or cancellation inquiries.
How support works
Ask. ARTUZ reviews. You get next steps.
1
Ask
Email the right team using the categories below — traveler, agency, legal, or data.
2
ARTUZ reviews
The ARTUZ team reviews your message and routes it to the right person.
3
Resolution and next steps
You'll receive next steps by email. Response times vary — the team is small during beta.
Agency support
Questions about onboarding, eligibility, package listing readiness, traveler requests, platform rules, fees, or payout transparency.
Booking and payment concerns
Booking and payment instructions should stay inside official ARTUZ checkout, journey, and support channels. Do not complete payment requests outside ARTUZ that are presented as ARTUZ transactions.
Refund and cancellation inquiries
During beta, ARTUZ support reviews cancellation and refund requests manually. Refund handling depends on platform policy, booking status, processor timing, and applicable trip or agency terms.
Contact channels
Reach the right team directly.
Use the right email for faster routing. All official ARTUZ contact addresses end in @artuz.app.
Traveler support
support@artuz.app
Booking status, payment concerns, refund requests, cancellation inquiries, trip questions, and general traveler help.
Email traveler support →Agency support
agencies@artuz.app
Agency onboarding, partner readiness, package listing, platform rules, payout questions, and agency operational help.
Email agency support →Legal inquiries
legal@artuz.app
Legal correspondence, platform terms questions, formal legal notices, and content removal requests.
Email legal →Data and privacy
dpo@artuz.app
Data access requests, data deletion, privacy concerns, and inquiries about how ARTUZ handles personal data.
Email data team →General inquiries
hello@artuz.app
Partnerships, press, general questions about ARTUZ, and everything else that doesn't fit the categories above.
Say hello →Common questions
Answers to questions travelers and agencies ask most.
How do I check my booking status?
Log in to your ARTUZ traveler account and visit My Journeys. Booking status, payment status, and trip details are shown in your journey record.
How do I request a cancellation or refund?
Email support@artuz.app with your booking code, booking date, and reason for the request. During beta, ARTUZ reviews cancellation and refund requests manually based on platform policy, booking status, processor timing, and applicable terms.
My payment went through but I have no booking record. What do I do?
Contact support@artuz.app immediately with your payment reference, amount, and the date of the charge. Do not attempt payment again until the first payment is confirmed or investigated.
How do I report a suspicious payment request?
ARTUZ will never ask for direct bank transfers, GCash, or payment outside official ARTUZ checkout. If you receive a payment request claiming to be from ARTUZ but outside the platform, email support@artuz.app immediately.
How do agencies apply or get onboarding help?
Email agencies@artuz.app with your agency name, operating region, and package supply details. The team coordinates agency review and onboarding manually during beta.
Where can I read ARTUZ terms, privacy, and refund policies?
Platform legal pages are linked in the site footer and below on this page: Terms and Conditions, Privacy Policy, Refund Policy, Cancellation Policy, Review Policy, and the AI Guidance Disclaimer. For questions or formal legal correspondence, email legal@artuz.app.
How does ARTUZ handle my personal data?
ARTUZ collects data to operate the marketplace, process bookings, and provide support. For data access, deletion, or correction requests, email dpo@artuz.app.
How long does it take to get a support response?
ARTUZ is in beta with a small support team. Email support is the primary contact channel. Response times depend on inquiry volume. Complex issues — refunds, payment disputes, account recovery — may take longer.
Refund and cancellation
How ARTUZ handles refund and cancellation requests during beta.
How to request
Email support@artuz.app with your booking code, the date you booked, and your reason. Include any payment reference if relevant.
What ARTUZ reviews
Refund eligibility depends on platform policy, booking status, when the cancellation was requested, processor timing, and applicable agency or trip terms.
Beta processing times
During beta, ARTUZ reviews requests manually. Processing times vary. Do not initiate a chargeback before contacting ARTUZ support — chargebacks complicate the review.
Payment disputes
If a payment charge does not match your booking record, email support@artuz.app immediately with your payment reference. Do not repeat the payment until the first is resolved.
Policies
ARTUZ legal and policy pages.
Stable, linkable policy pages for travelers, agencies, and app store review.