Refund & Cancellation Policy

Contents

1. Purpose

This Refund & Cancellation Policy explains how Faro Elite Services LLC (“Faro Elite”, “Faro”, “we”, “us” or “our”) manages cancellations, refunds and payment adjustments relating to our concierge, travel coordination, procurement and lifestyle management services.

This Policy should be read together with our Terms & Conditions, Membership Terms, Travel & Supplier Policy and any quotation, invoice or booking confirmation issued by Faro Elite.

Where there is any inconsistency between this Policy and our Terms & Conditions, the Terms & Conditions shall prevail unless expressly stated otherwise.

2. Scope

This Policy applies to:

  • Concierge Services;
  • Memberships;
  • Bookings arranged through Faro Elite;
  • Luxury procurement services;
  • Travel Services;
  • Supplier Charges;
  • Service Fees; and
  • any other services supplied by Faro Elite unless separate written terms apply.

Some Suppliers operate their own cancellation and refund policies. Those policies may apply in addition to this Policy.

3. Definitions

Unless otherwise defined in this Policy, capitalised terms have the meanings given in the Terms & Conditions.

For the purposes of this Policy:

Booking means any reservation, procurement or arrangement made by Faro Elite on behalf of a Client.

Client means the individual or organisation purchasing services from Faro Elite.

Service Fee means Faro Elite’s professional fee for research, planning, sourcing, advisory services, negotiations, procurement, itinerary creation, project management or other Concierge Services.

Supplier Charges means amounts payable to independent Suppliers for the goods or services they provide.

Supplier means any third-party provider engaged in connection with a Booking.

4. Our Pricing Structure

Clients acknowledge that payments made to Faro Elite may comprise two separate components:

  • Service Fees payable to Faro Elite for professional Concierge Services; and
  • Supplier Charges payable to third-party Suppliers for goods or services arranged on the Client’s behalf.

These amounts are assessed separately when determining whether a refund is available.

5. Service Fees

  • Service Fees compensate Faro Elite for professional work undertaken on the Client’s behalf.

    Professional work may include:

    • research;
    • planning;
    • supplier sourcing;
    • obtaining quotations;
    • itinerary preparation;
    • procurement advice;
    • negotiations;
    • project management;
    • coordination;
    • personal shopping;
    • lifestyle management; and
    • ongoing Client support.

    Service Fees become earned as that work is performed.

    Unless otherwise agreed in writing or required by applicable law, earned Service Fees are non-refundable.

6. Supplier Charges

Supplier Charges are determined by the relevant Supplier.

Faro Elite does not control:

  • Supplier pricing;
  • cancellation terms;
  • refund decisions;
  • amendment charges; or
  • administrative fees imposed by Suppliers.

Where a Supplier declines a refund, Faro Elite is not obliged to reimburse the Client for those amounts.

Where Faro Elite successfully recovers monies from a Supplier, those funds will be passed to the Client after deduction of any earned Service Fees and any authorised charges.

7. Deposits

Certain engagements require deposits before work commences or before Suppliers confirm availability.

Deposits may be required for:

  • luxury travel;
  • villa reservations;
  • private aviation;
  • yacht charters;
  • bespoke experiences;
  • luxury goods;
  • event bookings; and
  • other services requiring advance commitments.

Unless otherwise stated, deposits are subject to the cancellation terms applicable to the relevant Supplier together with any Service Fees already earned by Faro Elite.

8. Client Cancellations

Clients may cancel a Booking or Concierge engagement by notifying Faro Elite in writing.

Cancellation requests should be submitted as soon as reasonably practicable.

The later a cancellation is received, the greater the likelihood that Supplier cancellation charges or non-refundable costs will apply.

Cancellation takes effect only when acknowledged by Faro Elite.

9. Effect of Cancellation

Where a Client cancels an engagement, Faro Elite will assess:

  • work already completed;
  • Service Fees earned;
  • Supplier cancellation policies;
  • contractual commitments already entered into;
  • costs already incurred; and
  • any recoverable amounts.

Refunds are not determined solely by whether a Booking ultimately proceeds.

10. Non-Refundable Items

Unless required by law, the following are generally non-refundable once incurred:

  • earned Service Fees;
  • Supplier cancellation charges;
  • non-refundable deposits;
  • bespoke itinerary preparation;
  • sourcing and procurement services already completed;
  • personalised products;
  • custom-made goods;
  • special-order items;
  • third-party administrative fees;
  • courier costs;
  • government charges;
  • visa fees;
  • taxes that cannot be recovered; and
  • expenses incurred specifically for the Client.

11. Bespoke Concierge Services

Many Concierge engagements involve significant professional work before any reservation is confirmed.

Examples include:

  • complex itinerary planning;
  • destination research;
  • luxury procurement;
  • event planning;
  • family office support;
  • relocation planning;
  • commercial negotiations; and
  • sourcing rare or exclusive products.

Where this work has been completed, the corresponding Service Fees remain payable irrespective of whether the Client proceeds with the proposed Booking.

12. Luxury Goods

Luxury goods sourced through Faro Elite may be subject to manufacturer or Supplier restrictions.

Unless required by law, refunds are generally unavailable where products are:

  • personalised;
  • bespoke;
  • custom ordered;
  • specially sourced;
  • made to specification; or
  • non-returnable under the Supplier’s own policies.

Where returns are accepted, they remain subject to inspection and the relevant Supplier’s approval.

13. Travel Services

Travel Services remain subject to the cancellation policies of the relevant airlines, hotels, transport providers, cruise operators, private aviation companies and other travel Suppliers.

Refunds relating to Travel Services depend primarily upon:

  • the Supplier’s contractual terms;
  • fare conditions;
  • booking class;
  • timing of cancellation; and
  • applicable travel regulations.

Faro Elite will use reasonable efforts to assist Clients in obtaining any refund available from the Supplier but cannot guarantee that a refund will be approved.

14. Supplier Cancellations

Independent Suppliers may cancel or amend confirmed Bookings due to operational, commercial or unforeseen circumstances.

Examples include:

  • airline schedule changes;
  • hotel overbooking;
  • venue closures;
  • supplier insolvency;
  • adverse weather;
  • government restrictions;
  • safety concerns; or
  • force majeure events.

Where Faro Elite becomes aware of a Supplier cancellation, we will notify the Client as soon as reasonably practicable and, where appropriate, assist in identifying alternative arrangements.

Unless Faro Elite has expressly agreed otherwise in writing, any replacement Booking remains subject to availability, revised pricing and the applicable Supplier’s terms and conditions.

15. Changes Requested by the Client

Clients may request amendments to confirmed Bookings at any time.

Any requested amendment remains subject to:

  • Supplier availability;
  • the Supplier’s contractual terms;
  • any additional Supplier Charges;
  • revised pricing; and
  • any additional Service Fees reasonably incurred by Faro Elite.

Faro Elite will use reasonable efforts to accommodate requested changes but cannot guarantee that amendments will be possible once a Booking has been confirmed.

16. Refund Eligibility

Refund eligibility will be assessed individually, taking into account all relevant circumstances.

Factors considered may include:

  • the nature of the services purchased;
  • the stage reached when cancellation occurred;
  • work already completed by Faro Elite;
  • Supplier refund decisions;
  • contractual commitments already entered into;
  • expenses incurred specifically for the Client; and
  • any legal obligations applicable to the transaction.

Approval of one refund request does not create a precedent or entitlement in future cases.

17. Partial Refunds

Where only part of an engagement is eligible for a refund, Faro Elite may issue a partial refund.

Examples include:

  • recoverable Supplier Charges;
  • refundable deposits;
  • cancelled components of a multi-service itinerary;
  • unused services; or
  • Supplier goodwill refunds.

Any refund may be reduced by:

  • earned Service Fees;
  • non-recoverable Supplier Charges;
  • third-party administrative costs; and
  • expenses already incurred on the Client’s behalf.

18. Refund Requests

Clients requesting a refund should contact Faro Elite as soon as reasonably practicable after the relevant event.

Refund requests should include, where applicable:

  • the Booking reference;
  • the Client’s contact details;
  • a description of the circumstances;
  • supporting documentation; and
  • any relevant correspondence with Suppliers.

Failure to provide sufficient information may delay assessment of the request.

19. Refund Assessment Process

Upon receiving a refund request, Faro Elite will ordinarily:

  1. acknowledge receipt of the request;
  2. review the relevant Booking;
  3. determine the work completed by Faro Elite;
  4. contact the relevant Supplier where necessary;
  5. assess any contractual refund entitlement;
  6. calculate any recoverable amounts; and
  7. notify the Client of the outcome.

Additional information may be requested where reasonably necessary to complete the assessment.

20. Refund Processing

Where a refund is approved, Faro Elite will normally process the refund using the original payment method.

Alternative payment methods may be used where:

  • the original payment method is no longer available;
  • the payment provider cannot process the refund; or
  • both parties agree to an alternative arrangement.

Processing times depend upon:

  • banking systems;
  • card issuers;
  • payment providers;
  • foreign exchange processing; and
  • Supplier payment timelines.

Faro Elite cannot guarantee the processing times of third-party financial institutions.

21. Credit Notes

Where appropriate and with the Client’s agreement, Faro Elite may issue a credit note instead of a monetary refund.

Credit notes may be used towards future Concierge Services or other eligible services offered by Faro Elite.

Any credit note will specify:

  • its value;
  • any applicable expiry date;
  • any usage restrictions; and
  • whether it may be transferred.

Unless expressly stated otherwise, credit notes have no cash value and are non-transferable.

22. Exceptional Circumstances

Faro Elite recognises that exceptional situations may arise outside the ordinary cancellation process.

Examples include:

  • serious illness;
  • bereavement;
  • natural disasters;
  • government travel restrictions;
  • armed conflict;
  • pandemics;
  • civil emergencies; or
  • other significant unforeseen events.

Where appropriate, Faro Elite may, at its sole discretion, seek to negotiate alternative arrangements or goodwill solutions with the relevant Supplier.

Nothing in this clause obliges Faro Elite to provide a refund where no legal or contractual entitlement exists.

23. Chargebacks

Clients should contact Faro Elite before initiating a payment chargeback with their card issuer or payment provider.

Many issues can be resolved more quickly through Faro Elite’s internal review process.

Where a chargeback is initiated, Faro Elite may provide relevant documentation to the payment provider, including:

  • accepted quotations;
  • Booking confirmations;
  • correspondence;
  • invoices;
  • payment records;
  • Supplier confirmations; and
  • evidence of Concierge Services performed.

Initiating a chargeback does not automatically cancel any outstanding contractual obligations.

24. Fraudulent Claims

Faro Elite reserves the right to decline refund requests that are fraudulent, misleading or unsupported by the available evidence.

Where Faro Elite reasonably believes that fraudulent activity has occurred, we may:

  • suspend ongoing services;
  • decline future Bookings;
  • terminate Memberships;
  • recover outstanding amounts; and
  • take any other action available under applicable law.

25. Statutory Consumer Rights

Nothing in this Policy excludes, restricts or limits any statutory rights or remedies that cannot lawfully be excluded under applicable consumer protection legislation.

Where mandatory law provides greater protection than this Policy, the applicable law shall prevail.

26. Policy Changes

Faro Elite may amend this Policy from time to time to reflect:

  • changes to our services;
  • legal or regulatory developments;
  • operational improvements;
  • Supplier practices; or
  • changes to our business operations.

The latest version will be published on our website and will apply from its stated effective date unless otherwise required by law.

27. Contact Us

Questions regarding this Refund & Cancellation Policy, or requests relating to cancellations or refunds, should be directed to:

Faro Elite Elite Services LLC

4th Floor, The Docks 4
Caudan Waterfront
Port Louis
Mauritius

Email: info@faroelite.com

Website: https://faroelite.com