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.
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.