Refund & Cancellation Policy
Last Updated: April 1, 2025
1. Introduction
Suite Life Privé is committed to providing exceptional service and stands behind the quality of the services we offer. This Refund Policy outlines the terms and conditions regarding refunds for services purchased through our company. Please read this policy carefully to understand your rights and our policies.
2. General Policy
Suite Life Privé offers a range of premium concierge services, including event planning, entertainment, luxury travel, and advisory services. We understand that situations may arise where a refund may be necessary. Therefore, we consider refunds for these services on a case-by-case basis, ensuring fairness and prompt handling of all refund requests.
3. Eligibility for Refunds
Refunds may be granted under the following conditions:
- Service Not Provided: If a service was not provided as agreed upon, a full or partial refund may be considered.
- Service Cancellation: If a service is canceled by Suite Life Privé or a third-party provider, a full or partial refund may be considered. If Suite Life Privé cancels a service, a partial refund will be provided, minus any expenses incurred and services already provided.
- Client Cancellation and Refunds: If a client cancels a service, refunds will be subject to the cancellation terms outlined in Section 6 of this policy.
4. Non-Refundable Services
Certain services are non-refundable. These include, but are not limited to:
- Retainers/Deposits for Event Planning or Entertainment Services: A retainer or deposit is due at the time of contract signing. These fees are non-refundable.
- Third-Party Services: Services provided by third-party vendors or service providers, which are subject to their own refund policies. Suite Life Privé will clearly communicate relevant third-party refund policies at the time of booking. While we will advocate on behalf of our clients when issues arise with third-party vendors, the ultimate resolution will be subject to the third party’s policies.
- Completed Services: Services that have already been provided and completed.
5. Refund Request Process
To request a refund, clients must follow these steps:
Submit a Request: Contact us via email at concierge@suitelifeprive.com with the subject line “Refund Request” and provide detailed information about the service, the reason for the refund request, and any supporting documentation.
Required Documentation: Depending on the nature of your refund request, you may be required to provide supporting documentation such as:
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Medical documentation for health-related cancellations
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Travel delay/cancellation documentation
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Proof of non-delivery or unsatisfactory service
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Any other relevant evidence supporting your claim
Review Process: We will review refund requests within 14 business days of receipt. During this time, we may contact you for additional information or clarification.
Decision Notification: You will be notified of our decision regarding your refund request via email.
6. Cancellation Terms
Client Cancellations and Refunds:
- More than 30 days before service date: Full refund, excluding any non-refundable deposits or fees.
- 15-30 days before service date: 50% refund, excluding any non-refundable deposits or fees.
- Less than 15 days before service date: No refund.
Work Begun:
If work has begun (for event planning or entertainment services), the refund will be prorated based on the percentage of work completed and expenses incurred. The calculation formula is:
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Refundable Amount = Total Payment – [(Total Payment × % of Work Completed) + Direct Expenses]
Company Cancellations: If Suite Life Privé cancels a service, clients will receive a full refund, including any deposits paid.
7. Membership Tier Cancellations and Refunds
- Annual Membership: If canceled within the first 30 days of membership, a full refund will be provided. After 30 days, a prorated refund will be issued for the unused portion of the membership term.
- Monthly Membership: No refund will be issued for monthly memberships after payment has been made. Clients can cancel their membership at any time, but no refund will be given for the month in which the cancellation occurs.
- Upgrading/Downgrading Membership Tiers: If a client wishes to upgrade or downgrade their membership, Suite Life Privé will apply the difference in fees based on the new tier, but no refund will be issued for the previous tier payment.
8. Weather-Dependent Events
Refunds for weather-dependent events will be handled on a case-by-case basis. Non-refundable deposits remain non-refundable unless otherwise agreed upon in writing prior to booking.
9. Force Majeure and Exceptional Circumstances
Force Majeure: In cases where performance of services becomes impossible, commercially impracticable, illegal, or prevented due to causes beyond our reasonable control—including but not limited to acts of God, natural disasters, pandemics, epidemics, war, terrorism, riots, labor disputes, government actions, or other similar events—Suite Life Privé may cancel services and issue refunds according to the following terms:
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If no expenses have been incurred, a full refund will be issued.
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If expenses have been incurred, a partial refund will be issued minus non-recoverable expenses.
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When possible, we will offer the option to reschedule services rather than issue a refund.
Medical Emergencies: For cancellations due to documented medical emergencies, Suite Life Privé will consider full or partial refunds on a case-by-case basis, even within the non-refundable timeframes. Documentation supporting the emergency must be provided within 7 days of the cancellation request.
10. International Transactions
International Transaction Delays: Clients should be aware that refunds processed for international transactions may experience delays due to varying banking systems and policies. Suite Life Privé will not be held liable for such delays.
Currency Conversion: For international transactions, refunds will be processed in the original currency of payment. Any currency conversion costs or fluctuations in exchange rates between the time of purchase and refund are the responsibility of the client and not Suite Life Privé.
11. Refund Method
Approved refunds will be processed using the original payment method. Please allow up to 14 business days for the refund to appear in your account. Suite Life Privé is not responsible for delays caused by banking processes or third-party payment providers.
Processing Fees: Any payment processing fees incurred by Suite Life Privé during the original transaction (typically 2-3% of the transaction amount) will be deducted from refund amounts unless the refund is due to an error on our part.
12. Dispute Resolution
If you disagree with our refund decision, you may request a review by following these steps:
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Submit a written appeal to concierge@suitelifeprive.com within 10 business days of receiving our decision, including any additional information not previously provided.
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A senior manager not involved in the initial decision will review your case within 10 business days.
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If the dispute remains unresolved, either party may suggest mediation through a mutually agreed-upon third party before pursuing legal action.
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Any legal proceedings must be filed within one year from the date of the original refund request.
13. Governing Law
This Refund Policy is governed by and construed in accordance with the laws of Nevada. Any disputes arising out of or in connection with this policy shall be subject to the exclusive jurisdiction of the courts of Nevada.
14. Amendments
Suite Life Privé reserves the right to amend this Refund Policy at any time. Clients will be notified of any significant changes, and continued use of our services will constitute acceptance of the revised policy.
15. Privacy Policy Reference
All personal information collected during the refund process will be handled in accordance with our Privacy Policy. We will only use the information provided during a refund request for purposes directly related to processing and documenting the refund.
16. Acknowledgment
By purchasing services from Suite Life Privé, you acknowledge that you have read, understood, and agree to be bound by this Refund Policy.
Contact Us
If you have any questions or concerns about this Refund Policy, please contact us at:
Email: concierge@suitelifeprive.com
Phone: (702) 721-8717
Website: www.suitelifeprive.com
