Cancellation and Refund Policy
This policy covers both our services and any physical goods supplied through our wholesale and sourcing activities.
A. Concierge, Lifestyle and Education Services
1. Cancellation
You may cancel a confirmed service request by notifying us in writing before work has commenced. Once a service has begun or third-party bookings (travel, venues, educational institutions, etc.) have been made on your behalf, cancellation terms depend on those third parties’ own policies.
2. Refunds
Eligible refund requests are reviewed on a case-by-case basis and processed promptly once approved; where a fixed timeframe applies, it will be confirmed with you in writing at the time of booking.
3. Non-refundable items
Payments made to third-party providers on your behalf (flights, hotels, tickets, tuition deposits) are subject to those providers’ own cancellation terms and may be non-refundable.
B. Wholesale and Sourcing — Goods
4. Returns
If goods supplied through our sourcing services are defective or not as described, you must notify us in writing within 14 days of receipt, including photographic evidence where possible.
5. Return shipping
For confirmed defects or supplier error, return shipping costs are covered by us or the supplier. For returns not due to defect (e.g. change of mind), return shipping is the client’s responsibility, where accepted at all.
6. Bulk and custom orders
Goods ordered to a client’s custom specification, or in bulk/wholesale quantities, are generally non-returnable once the order has been placed with the manufacturer, except in cases of defect or non-conformity.
7. Resolution timeframe
We aim to confirm the outcome of a return/refund request within 5 business days of receiving your notification.
C. How to Request
8. Contact
Email repkalim@gmail.com with your request details; we will confirm eligibility and next steps within 2 business days.
D. Delivery and Fulfilment
For concierge, lifestyle management, and education consulting services: services are delivered directly by our team or coordinated through verified third-party providers (travel operators, educational institutions, service partners), following confirmation of scope with the client. Delivery timelines are agreed individually and confirmed in writing before commencement.
For wholesale goods: orders are coordinated with our supplier network and shipped via the agreed carrier to the delivery address confirmed by the client. Estimated delivery timeframes are provided at the time of order confirmation and vary by destination and order size.