Refund policy
Last updated: 29 September 2026
This policy applies to bookings arranged by Certified Concierge, a trading name of Global Ecom Solutions LLC.
Requests and quotes
Sending a request and receiving a quote are free and create no obligation. No booking exists until the required payment has been successfully received and we have issued a written confirmation.
Not every booking is refundable
Each service is provided by an independent Supplier. The change, cancellation and refund conditions that apply to your booking are disclosed in your quote and confirmation before you pay. Some services are partly or fully non refundable.
If you cancel or change a confirmed booking
Write to concierge@certifiedconcierge.ca with your reference (CC-…). Your request takes effect on the day we receive it in writing.
Refunds, if any, follow the specific conditions disclosed in your accepted quote and the Supplier's cancellation and refund rules. As a general guide only:
| Service | Usual conditions (your quote prevails) |
|---|---|
| Airline tickets | Depend on the fare; many discounted premium fares are partly or fully non refundable. |
| Private aviation | Charter agreements usually charge a percentage of the price, increasing as departure approaches. |
| Hotels | Flexible or non refundable rate, as stated in the quote. |
| Private villas and yachts | Deposits are usually non refundable; the balance follows the owner's or operator's schedule. |
| Events and experiences | Tickets are usually non refundable unless the event is cancelled by the organiser. |
| Chauffeur and private security | Free cancellation up to 24 hours before the scheduled service where Certified Concierge sets the cancellation terms. Where a Supplier has stricter terms, the Supplier terms disclosed in your quote or confirmation apply, where legally permitted. |
| Timepieces | Return eligibility and conditions are those stated in the quote or invoice for the specific watch, and those provided by applicable law. |
Changes (dates, names, services) are handled under the same conditions and may involve a price difference or a change fee, which we confirm with you before making the change.
If a Supplier cancels
We inform you as soon as we are notified and help you find an alternative. If the Supplier refunds Certified Concierge, any amount actually recoverable for you is returned to you, subject to applicable law and to any non refundable amounts clearly disclosed in your quote.
Force majeure
For cancellations caused by events beyond reasonable control, refunds depend on the amounts actually recoverable from Suppliers. We strongly recommend travel insurance.
How and when refunds are paid
Approved refunds are made to the original payment method. When the refund depends on funds held by a Supplier, we process it promptly after the Supplier releases the corresponding funds; we cannot guarantee how long a Supplier will take. Once the refundable funds are available to Certified Concierge, we aim to process the refund within 5 to 10 business days. Your bank may take additional time to show the refund.
Your rights
This policy does not limit any right you may have under the consumer protection laws that apply to you, including, for consumers residing in Quebec, the Consumer Protection Act.