27.1 Cancellation by the Client

A Client may request cancellation of a Booking, procurement or Concierge engagement at any time by notifying Faro Elite in writing.

Cancellation will take effect only when Faro Elite acknowledges receipt of the request.

The financial consequences of cancellation will depend upon:

• the nature of the engagement;
• the stage reached when cancellation occurs;
• the Service Fees already earned by Faro Elite ;
• any non-recoverable Supplier Charges; and
• the applicable Supplier terms.

27.2 Service Fees

Faro Elite’s Service Fees compensate us for professional services performed, including research, planning, sourcing, negotiations, procurement support, itinerary preparation, project management and coordination.

Where those professional services have already been provided, the corresponding Service Fees remain payable and are generally non-refundable unless Faro Elite expressly agrees otherwise or applicable law requires a refund.

Cancellation of a proposed Booking does not automatically entitle the Client to recover Service Fees already earned.

27.3 Supplier Charges

Amounts paid or payable to independent Suppliers remain subject to the applicable Supplier’s cancellation and refund policies.

Where a Supplier imposes cancellation charges, forfeits deposits or declines to issue a refund, Faro Elite shall not be responsible for reimbursing those amounts unless Faro Elite has separately agreed to do so in writing.

Where Faro Elite receives a refund from a Supplier on the Client’s behalf, that refund will be passed to the Client after deduction of any Service Fees already earned and any authorised administrative charges.

27.4 Bespoke Services

Certain engagements involve significant work before any Booking is confirmed.

Examples include:

• bespoke itineraries;
• luxury procurement;
• destination research;
• event planning;
• sourcing rare products;
• commercial negotiations; and
• complex lifestyle management projects.

Where substantial professional work has already commenced, Faro Elite may retain all or part of the agreed Service Fees irrespective of whether the Client ultimately proceeds.

27.5 Membership Cancellation

Membership cancellations are governed by the Membership Terms.

Unless expressly stated otherwise, cancellation of Membership does not affect:

• confirmed Bookings;
• accrued Service Fees;
• outstanding Supplier Charges; or
• obligations arising before Membership ends.

31.1 Raising a Complaint

Clients who are dissatisfied with any aspect of Faro Elite’s services should notify us as soon as reasonably practicable.

Complaints should include sufficient detail to enable Faro Elite to investigate the matter effectively.

Where a complaint relates to a Supplier, prompt notification is particularly important because many Suppliers impose strict reporting deadlines.

31.2 Investigation

Faro Elite will investigate complaints fairly and impartially.

During the investigation we may:

• request additional information;
• communicate with relevant Suppliers;
• review booking records;
• examine correspondence; and
• consider any supporting evidence provided.

31.3 Resolution

Where Faro Elite concludes that remedial action is appropriate, we may, depending upon the circumstances:

• provide an explanation;
• facilitate corrective action;
• seek an appropriate remedy from the relevant Supplier;
• offer a goodwill gesture without admission of liability; or
• implement operational improvements to prevent recurrence.

Nothing in this clause requires Faro Elite to provide compensation where no legal entitlement exists.

31.4 Time Limits

To maximise the likelihood of an effective resolution, Clients should raise complaints promptly after becoming aware of the relevant issue.

Delays may reduce the remedies available, particularly where Supplier contractual deadlines apply.