Refunds & exchanges
CID Connections
Refunds & Exchanges Policy
Last Updated: [Date]
At [Business Name], we aim to provide reliable and satisfactory concierge services to our customers.
Because our services are often customised and may involve purchases, bookings, and payments to third-party providers, refunds and exchanges depend on the nature of the request and the stage at which cancellation is made.
1. Cancellations
Customers may request cancellation by contacting us as soon as possible.
If we have not started working on your request and have not incurred any non-refundable expenses, you may be eligible for a full refund.
If work has already started, the refund may be reduced to account for work completed and expenses already incurred.
2. Non-Refundable Expenses
Where we have already paid a third party on your behalf, the refund will depend on whether that third party provides a refund. Examples may include:
- Hotel bookings
- Restaurant reservations
- Event bookings
- Transportation arrangements
- Tickets
- Special-order goods
- Personalised goods
- Delivery charges
- Other third-party services
Where a third party does not provide a refund, we may be unable to refund that portion of the payment.
3. Services Not Provided
If we accept a request but are unable to provide the agreed service due to circumstances within our reasonable control, we will work with you to provide an appropriate remedy. Depending on the circumstances, this may include rescheduling the service, providing an alternative service, or issuing an appropriate refund.
4. Unsatisfactory Services
If you believe that a service was not provided as agreed, please contact us as soon as possible. We may request details, receipts, photographs, or other information so that we can investigate the matter.
Depending on the circumstances, we may offer a correction, replacement service, partial refund, full refund, or another appropriate solution.
5. Goods Purchased on Your Behalf
Where we purchase physical goods on your behalf, returns or exchanges will generally be subject to the applicable seller's return and exchange policy. We will assist with returns or exchanges where reasonably possible.
Certain goods may not be eligible for return or exchange, including personalised, perishable, or specially ordered goods, where permitted by applicable law.
6. Refund Processing
Approved refunds will normally be returned through the original payment method where reasonably possible. The time required for a refund to appear in your account may depend on the payment provider or financial institution.
7. Service Credits
Where appropriate, we may offer a service credit as an alternative to a refund. Where applicable law gives you a right to a refund, you will not be required to accept a service credit instead.
8. Customer Information
Customers are responsible for providing accurate delivery addresses, contact details, booking information, and other information necessary to complete a request. Where a service cannot be completed because incorrect or incomplete information was provided by the customer, refund eligibility may be affected.
9. Complaints
If you have a complaint regarding a refund, exchange, cancellation, or service, please contact us:
[Business Name]
Email: [Email Address]
Phone/WhatsApp: [Phone Number]
We will review the matter and make reasonable efforts to resolve complaints fairly and promptly.
10. Changes to This Policy
We may update this Refunds & Exchanges Policy from time to time. The latest version will be published on our website.
11. Contact
[Business Name]
Email: [Email Address]
Phone/WhatsApp: [Phone Number]
Address: [Business Address]