Client information
Cancellation & Refund Policy
Every AURIA request is considered individually. This policy explains how cancellations, changes and any applicable refunds are handled.
1. Personalized requests
Each concierge request is personalized and may involve arrangements made specifically for the client. Cancellation conditions therefore depend on the nature of the service, the stage reached and the terms accepted in the relevant quotation.
2. Third-party conditions
Hotels, transport providers, restaurants, event partners and other third-party providers may apply their own cancellation, modification and refund policies. These conditions remain applicable to the services they provide.
3. Costs already incurred
Non-refundable third-party costs already incurred by Auria on behalf of the client are generally not refundable, unless those amounts are recovered from the relevant provider or a refund is required by applicable law.
4. Cancelling or changing a request
Clients should contact Auria as soon as possible if they wish to cancel or modify a request. Early notice gives us the best opportunity to limit costs and explore suitable alternatives, although availability cannot be guaranteed.
5. Assessment of any refund
Any refund applicable to a particular request will be assessed according to the approved quotation, the service involved, costs already incurred and the applicable conditions of third-party providers. Auria will communicate the outcome clearly and with due care.
Cancellation timeframes
Unless otherwise stated in the approved quotation or booking confirmation:
More than 48 hours before the scheduled service
The client may cancel the service and receive a 100% refund, provided that Auria Private Concierge has not already incurred any non-refundable costs or commitments with third-party providers.
Between 48 and 24 hours before the scheduled service
The client may receive a 50% refund, subject to any non-refundable costs already incurred and the cancellation conditions applicable to the relevant third-party provider.
Less than 24 hours before the scheduled service
The payment is generally non-refundable, except where a refund is obtained from the relevant third-party provider or where otherwise required by applicable law.
Refund processing
Where a refund is due, Auria Private Concierge will process the refund within 7 business days from confirmation of the cancellation and, where applicable, receipt of the refundable amount from the relevant third-party provider.
The actual time for the funds to appear in the client's account may vary depending on the payment provider or financial institution.
Nothing in this policy limits any right that cannot legally be excluded under applicable law.
6. How to contact us
To request a cancellation or modification, please contact Auria through the email or WhatsApp links available on our website and include the relevant request or quotation details.