Refunds & Cancellations Policy

At Vibak Concierge, we are committed to delivering high-quality, personalised services with care and precision. Due to the bespoke nature of our offerings, the following policy applies to all bookings and purchases.

🔄 Cancellations
Standard Services (e.g. errands, school runs, personal shopping):
Cancellations must be made at least 48 hours in advance to avoid a charge.

48+ hours notice: Full refund or credit (minus £25 admin fee)
24–48 hours notice: 50% refund
Less than 24 hours notice: No refund
Hire-a-Friend Bookings (e.g. events, weddings, travel companionship):

72+ hours notice: Full refund (minus £50 admin fee)
48–72 hours notice: 50% refund
Less than 48 hours notice: No refund
Same-day cancellations or “no shows” will be charged in full.
 
💳 Deposits & Pre-Payments
A 50% deposit is required to secure all bookings.
Final balances must be paid no later than 24 hours prior to service delivery.
For bookings under £200, full payment is required at the time of booking.
 
📦 Refunds for Goods / Personal Shopping
Due to the personalised nature of luxury procurement:

All luxury item purchases are non-refundable once sourced or purchased on your behalf.
Any damaged or incorrect items must be reported within 24 hours of delivery, and we will liaise with the supplier on your behalf, where applicable.
 
🚨 Emergency or Last-Minute Bookings
Bookings made within 24 hours of service time are considered final and non-refundable once confirmed.

⚖️ Client Conduct & Disruption Clause
If a client or event environment is deemed unsafe, inappropriate, or in violation of our terms, Vibak Concierge reserves the right to withdraw services without refund.

📧 Requesting a Refund or Cancellation
Please email [email protected] with your booking reference and cancellation request. Refunds, where applicable, are processed within 5–10 business days to the original payment method.