Refunds & Returns

Urban Sky Global Concierge is committed to delivering exceptional service to our clients. This policy explains how refunds and cancellations are handled for our various services, bookings, and membership arrangements.

Due to the bespoke nature of our concierge services, each situation is handled individually with care and consideration. We always strive to find a fair resolution that reflects our commitment to client satisfaction.

For services booked through USGC including travel arrangements, chauffeur services, and event bookings:

• More than 30 days before service: Full refund of any deposits paid, less any non-recoverable third-party costs already incurred on your behalf.
• 14-30 days before service: 50% refund of deposits, subject to third-party cancellation terms.
• Less than 14 days before service: Refunds are at our discretion and dependent on third-party supplier policies. We will always endeavour to reschedule where possible.

Third-party bookings (private jets, luxury hotels, yacht charters, etc.) are subject to the cancellation policies of those providers. We will always communicate these terms clearly before confirming any booking.

For clients on membership or retainer arrangements:

• Monthly retainers: May be cancelled with 30 days' written notice. No partial month refunds are provided once a billing cycle has commenced.
• Annual memberships: Can be cancelled within 14 days of purchase for a full refund, provided no significant services have been rendered. After 14 days, annual memberships are non-refundable but remain active until the end of the membership period.
• Service credits: Unused service credits do not carry over and are non-refundable upon membership termination.

Close protection and security services require careful planning and resource allocation. Cancellation terms are as follows:

• More than 14 days notice: Full refund of deposits.
• 7-14 days notice: 50% of contracted value due.
• Less than 7 days notice: Full contracted value due, as operatives will have been assigned and other work declined.

For ongoing protection contracts, 30 days' written notice is required for termination.

For luxury vehicle hire bookings:

• More than 7 days before hire: Full refund of deposit.
• 3-7 days before hire: 50% of hire fee retained.
• Less than 3 days before hire: Full hire fee retained.

Early returns do not qualify for partial refunds. Extensions are subject to vehicle availability and additional charges.

To request a refund or discuss a cancellation:

1. Contact your dedicated lifestyle manager or account manager directly.
2. Alternatively, email contact@usgc.vip with your booking reference and reason for cancellation.
3. We will acknowledge your request within 24 hours and provide a full response within 3 business days.
4. Approved refunds are processed to the original payment method within 7-10 business days.

We understand that life is unpredictable. In cases of genuine emergency, bereavement, serious illness, or other exceptional circumstances, we will work with you to find a fair resolution. This may include:

• Rescheduling services to a future date without penalty
• Applying payments as credit towards future services
• Discretionary refunds beyond standard policy terms

Our priority is maintaining long-term relationships with our clients. We will always consider the individual circumstances and act with integrity and compassion.

If you are dissatisfied with any aspect of our service, please raise this with your account manager immediately so we can address the issue. If you remain unsatisfied, you may escalate your complaint in writing to our management team.

We take all complaints seriously and will investigate thoroughly, providing a formal response within 14 days.

Nothing in this policy affects your statutory rights under UK consumer law. If you believe your statutory rights have been infringed, please contact us immediately so we can resolve the matter.

For any questions regarding refunds or cancellations:

You can also reach us via our contact page.