Refund Policy

General Refund Principles

Voyorena Travel provides luxury concierge, planning, reservation support, access sourcing, and membership-related services. Some charges paid to us cover strategic planning, administrative labor, itinerary development, supplier coordination, priority handling, rush support, and other customized work that begins before travel takes place.

As a result, not all payments are refundable. Refund eligibility depends on the type of service purchased, whether work has already begun, whether third-party commitments have been made, and the written terms that accompanied your invoice, proposal, booking confirmation, or service agreement.

Non-Refundable Concierge and Planning Fees

Unless explicitly stated otherwise in writing, the following fees are generally non-refundable once work has commenced:

• Concierge retainers and consulting fees
• Trip design and itinerary development fees
• Research, sourcing, and curation fees
• Rush handling or priority support fees
• Access request coordination fees
• Administrative fees related to complex or custom service arrangements

These charges reflect the time, expertise, supplier outreach, planning work, and strategic coordination already invested on your behalf, regardless of whether you ultimately complete your travel or use every recommendation provided.

Third-Party Bookings and Supplier Charges

Many reservations and travel-related services arranged through Voyorena Travel are fulfilled by independent third parties such as hotels, airlines, transportation providers, restaurants, venues, guides, and event hosts. Refunds connected to these services are governed primarily by the policies of the relevant supplier.

• If a supplier designates a reservation as non-refundable, that amount is generally not recoverable
• If a supplier imposes cancellation penalties, no-show charges, change fees, or partial refund rules, those rules apply to your booking
• If a supplier approves a refund, the amount returned may be reduced by non-refundable planning, service, processing, banking, or administrative fees where applicable
• Voyorena Travel cannot force a supplier to grant a refund, waiver, or exception

We will use commercially reasonable efforts to assist with communication and refund requests where appropriate, but we do not guarantee any specific supplier outcome.

Client-Initiated Cancellations

If you choose to cancel after requesting or confirming services, the amount recoverable, if any, will depend on the specific services involved and the timing of your cancellation.

Before Work Begins

If you cancel before Voyorena Travel has started substantive planning, supplier outreach, or administrative work, and before any external commitments have been made, we may review whether a partial refund is appropriate. Any such refund remains discretionary unless guaranteed in writing.

After Work Begins

Once planning, sourcing, supplier coordination, access handling, itinerary development, or reservation support has started, concierge and service fees are generally non-refundable. This applies even if the trip is later postponed, reduced in scope, or cancelled by you.

After Booking Confirmation

Once third-party services have been submitted, confirmed, ticketed, paid, or otherwise committed, refund eligibility depends on the third party's rules in addition to our own non-refundable service components.

Client-Initiated Changes Instead of Cancellation

If you request changes rather than a full cancellation, your payments may be applied only to the extent that the underlying services, reservations, or supplier policies permit. Additional charges may apply for rebooking, re-coordination, new supplier requests, administrative handling, or price increases.

A modification request does not automatically entitle you to a refund of any difference in cost. Where savings are available, such savings may be offset by non-refundable planning work, supplier penalties, or additional handling charges.

Membership Fees and Recurring Services

Membership plans, annual concierge retainers, and recurring service arrangements are generally governed by the billing structure disclosed at the time of enrollment. Unless otherwise stated in a written membership agreement:

• Membership activation fees are non-refundable once access or service onboarding begins
• Used billing periods, service time, and delivered benefits are non-refundable
• Partial months, unused benefits, or unutilized service opportunities generally do not create refund rights
• Future renewals may be cancelled prospectively according to the terms of the applicable membership plan

If a membership includes scheduled support, priority access, or concierge availability rather than a guaranteed volume of completed bookings, the absence of travel during a billing period does not itself create eligibility for refund.

Supplier Cancellations, Closures, and Service Disruptions

If a hotel, airline, restaurant, venue, guide, or other supplier cancels or materially changes a service, any refund or credit will depend on that supplier's rules and the circumstances of the disruption. Voyorena Travel may assist with re-accommodation, rescheduling, alternatives, or refund requests where feasible, but cannot guarantee that a replacement or reimbursement will be available.

Voyorena Travel is not responsible for refunding amounts that a supplier refuses to return, including charges affected by weather, force majeure, government restrictions, operational shutdowns, travel advisories, labor disruptions, or local policy changes.

No-Shows, Late Arrivals, and Missed Services

No refunds are guaranteed for missed reservations, no-shows, late arrivals, failure to check in, failure to meet transportation cutoffs, missed dining windows, missed event entry, or unused travel services where the loss results from your conduct, delay, incomplete documentation, communication failure, or failure to comply with supplier instructions.

This includes, without limitation, missed flights, missed transfers, missed hotel check-in windows, denied boarding due to documentation issues, and denied entry due to dress code, age, identity, or venue rules.

Refund Method and Processing Time

If a refund is approved, it will generally be issued to the original payment method unless another method is required or agreed. Processing times may vary depending on the bank, payment processor, card issuer, international transfer network, and whether third-party supplier recovery is involved.

• Approved internal refunds may require a reasonable administrative processing period
• Supplier-originated refunds may take longer and remain subject to supplier release schedules
• Currency conversion losses, wire fees, processing charges, and bank deductions may affect the final returned amount

Voyorena Travel is not responsible for delays caused by payment processors, banks, supplier accounting systems, or cross-border transaction handling.

Chargebacks and Payment Disputes

If you believe a charge was made in error, you should contact Voyorena Travel first so we can review the matter. Initiating a chargeback without first seeking resolution may delay assistance and may affect your eligibility for ongoing or future service.

Where a chargeback is initiated for services that were agreed, performed, reserved, or delivered, Voyorena Travel reserves the right to submit supporting documentation, suspend active work, cancel pending arrangements, and pursue any remaining balance or recoverable costs to the extent permitted by law.

Exceptions and Goodwill Adjustments

In limited cases, Voyorena Travel may choose, at its sole discretion, to offer a courtesy credit, service adjustment, partial accommodation, or alternative support where strict refund entitlement does not exist. Any such gesture is voluntary, case-specific, and does not waive our right to enforce this Policy in future cases.

Travel Insurance Recommendation

Because many travel-related payments are subject to strict supplier penalties or non-refundable terms, we strongly recommend purchasing comprehensive travel insurance. Depending on the policy, travel insurance may offer protection for covered cancellations, interruptions, delays, medical emergencies, and other unforeseen losses that this Refund Policy does not cover.

Policy Updates

Voyorena Travel may update this Refund Policy from time to time to reflect operational, legal, or service model changes. Any revised version becomes effective when posted or otherwise communicated, unless a different effective date is stated. The version in effect at the time of your confirmed service or payment will generally apply unless law requires otherwise.