Cancellations & Refunds

Email info@velvetconcierge.co.uk with your name, booking reference if available, the service and your requested cancellation or change. A clear statement is sufficient when exercising a statutory cancellation right. Keep a copy of your message. We will confirm receipt and explain the proposed outcome.

Your written confirmation should distinguish the concierge fee from supplier charges and show deadlines and any cancellation charges. No blanket non-refundable deposit or fixed penalty is created here. Any deduction must be lawful, fair and explained; mandatory consumer rights take priority.

For many service contracts concluded online, by phone or away from business premises, consumers have 14 days from the day after the contract is made to cancel. Exceptions apply. Where the statutory right applies and no service has begun, the payment is generally refundable. Failure to provide required cancellation information can extend the cancellation period.

Where the law allows, you can expressly request performance during the cancellation period. If you then cancel, a proportionate charge may be due for properly supplied services, subject to the required information and request having been provided. The right is lost on full performance only where the necessary prior express consent and acknowledgement have been obtained. Merely sending an enquiry is not such a request or acknowledgement.

Certain date-specific accommodation, vehicle rental, catering and leisure services are excluded from the standard cooling-off right. Passenger transport and package travel may be governed by separate rules. A concierge service is not automatically exempt because it is personalised. We must identify the actual contract type and applicable protections before confirming a booking.

Where a statutory cancellation refund is due, it will be made within the applicable legal deadline, normally within 14 days of receiving notice for services, using the original payment method unless you expressly agree otherwise and without a refund fee. For other cancellations, the written booking terms and your statutory rights determine the refund. Any proposed deduction should be itemised.

If we or a supplier cannot deliver the agreed service, we will explain the options and any refund owed. You are not required to accept a replacement or credit where the law entitles you to money back. Remedies for poor performance are separate from changing your mind and remain available where applicable.

To VELVET CONCIERGE LTD, 71–75 Shelton Street, London, England, WC2H 9JQ; info@velvetconcierge.co.uk.

I give notice that I cancel my contract for the following service: [service]. Ordered on: [date]. Consumer name: [name]. Consumer address: [address]. Date: [date]. Signature: [only if submitted on paper].

You may use this wording, but you do not have to.