Cancellation Policy

We understand that plans change. This policy sets out the conditions under which cancellations may be made and any applicable fees.

Cancellation terms vary by service type and provider. Specific terms will be communicated to you at the time of booking confirmation. Always check the terms applicable to your specific booking.

Deposits paid to secure a booking are generally non-refundable once a hold has been placed with the service provider. Where a provider permits a refund of deposit, we will pass this to you in full.

For cancellations made with more than 7 days' notice, we will use reasonable endeavours to obtain a full or partial refund from the provider, subject to their cancellation terms.

For cancellations made with less than 48 hours' notice, the full deposit and any pre-paid amounts are typically forfeited. Exceptions apply in cases of documented medical emergency or force majeure.

To cancel a booking, contact your concierge as soon as possible. We will confirm the cancellation terms applicable and process any eligible refund within 5–10 business days.