Effective Date: 2025-01-17
At Luxperiences by CrownThrive, LLC (“Luxperiences,” “we,” “us,” or “our”), we are committed to providing clarity and transparency regarding refunds and cancellations for all bookings made on our platform. This Refund and Cancellation Policy (“Policy”) explains the rights and responsibilities of Members (“Buyers”) and Partners (“Vendors”) regarding cancellations, refunds, and related procedures. It also clarifies our position and the extent of our obligations under United States law and, where applicable, relevant international laws and standards. Please read this Policy carefully and contact us if you have any questions.
Luxperiences functions as a booking agent, meaning we facilitate transactions and communications between Members and Partners. We do not own, operate, or control the services that Partners offer; rather, our role is to provide a secure platform through which bookings can be made. Although we strive to offer assistance and mediate disputes as needed, we encourage Members and Partners to communicate directly to resolve issues regarding cancellations, refunds, or other concerns before requesting our intervention.
1. GENERAL POLICY
1.1 Partner Policies
Partners are required to set their own cancellation and refund terms, which must be prominently displayed on their listing pages. These terms may address cancellation windows, refund percentages, rescheduling allowances, and any other relevant details.
Members must review and agree to each Partner’s policy before finalizing a booking. By completing a booking, Members acknowledge their understanding of and consent to these terms.
1.2 Role of Luxperiences
Luxperiences operates solely as a booking agent, facilitating and processing bookings in accordance with the Partner’s policy and all applicable laws and regulations in the United States. While we will use our best efforts to support and streamline cancellations and refunds, we do not assume liability for the delivery, quality, or safety of Partner services.
1.3 Compliance with Laws
We are headquartered in the United States and comply with federal and state laws applicable to our operations, including consumer protection regulations. For transactions involving international Members or Partners, we endeavor to respect relevant international laws that may apply. However, each Member and Partner is ultimately responsible for adhering to local laws, taxes, and regulations that govern the services or bookings in their own jurisdiction.
2. MEMBER CANCELLATIONS
2.1 Member-Initiated Cancellations
Members may initiate cancellations in accordance with the terms provided on each Partner’s listing. The timing of the cancellation, as well as the specifics of the Partner’s policy, will determine refund eligibility and the amount refunded. In most cases, refunds are either issued back to the original payment method or provided as Luxperiences Credits, subject to the Partner’s policy and any relevant legal requirements.
2.2 No-Show Policy
If a Member does not show up for a scheduled service without prior notification, they generally forfeit the right to a refund. Partners may, at their discretion, provide a partial or full refund if their policy explicitly allows refunds for no-shows.
2.3 Unforeseen Circumstances
In certain situations, Members may need to cancel due to emergencies or other uncontrollable factors. Although not obligated to do so, some Partners may offer flexibility in these cases. Members are encouraged to communicate promptly and provide any supporting documentation if asked, as this may influence the Partner’s decision to offer a concession.
3. PARTNER CANCELLATIONS
3.1 Partner-Initiated Cancellations
If a Partner cancels a booking, the Member is entitled to a full refund. The Partner should notify the Member as soon as possible and may propose rescheduling options. Luxperiences can assist by suggesting alternative Partners if the Member prefers not to reschedule with the original Partner.
3.2 Repeated Cancellations by Partners
Partners who repeatedly cancel confirmed bookings may face account penalties, such as withheld payouts, lowered visibility in search results, or permanent removal from Luxperiences. These measures aim to maintain a reliable booking environment and safeguard the interests of Members.
4. REFUND PROCESS
4.1 Refund Requests
Members must first attempt to reach a resolution by contacting the Partner directly, following the Partner’s stated cancellation and refund policy. If the issue cannot be resolved, Members may submit a refund request to Luxperiences by completing our claims form at https://portal.crownthrive.com/luxperiences-claims-form.
4.2 Processing Timeline
After a refund claim is approved, Luxperiences typically processes payments within 7 to 14 business days. Actual processing times may vary, depending on the Member’s payment method and their financial institution’s policies and timelines.
4.3 Refund Method
Refunds are generally returned to the original payment method or provided as Luxperiences Credits, depending on the Partner’s policy, the applicable laws, and the Member’s preference (if permitted). Luxperiences Credits issued as refunds are non-refundable and do not expire, but they cannot be converted to cash or transferred to another user.
5. FORCE MAJEURE AND UNFORESEEN CIRCUMSTANCES
5.1 Force Majeure Events
If an event beyond the reasonable control of either party (e.g., natural disasters, acts of government, widespread health emergencies) prevents the fulfillment of a booking, refunds will be handled on a case-by-case basis. Both Members and Partners should make reasonable efforts to reschedule or accommodate each other under these extraordinary conditions.
5.2 Considerations for International Bookings
For international bookings, additional travel advisories, government regulations, or border restrictions may apply. It is the responsibility of each Member and Partner to stay informed of relevant laws in their jurisdiction. While Luxperiences will do its best to mediate equitable solutions, local regulations may supersede certain contractual terms.
6. ASSURANCE PROGRAM
6.1 Refunds Under the Assurance Program
Luxperiences offers an Assurance Program to provide added protection if a Partner fails to deliver the services as described in their listing. If a claim is approved under this program, refunds are typically issued as Luxperiences Credits, which never expire and cannot be exchanged for cash.
6.2 Mediation and Resolution
Members and Partners are expected to exhaust all reasonable avenues of resolution independently before requesting Luxperiences’ mediation. When a dispute does require mediation, both parties must submit supporting documentation, such as screenshots of communications, proof of payment, or photographs. Luxperiences will review all evidence to reach a fair decision, but we cannot guarantee an outcome favorable to either party.
7. PARTNER RESPONSIBILITIES
7.1 Accurate Policies
Partners must clearly state their cancellation, refund, and rescheduling policies in a manner consistent with all applicable laws and regulations. Inaccurate or misleading policies may subject the Partner to penalties or suspension from our platform.
7.2 Refund Obligations
Partners bear the financial responsibility for refunds arising from their own cancellation or failure to provide the services as advertised. Refund amounts will be debited from the Partner’s future payouts, subject to our system’s administrative processes.
7.3 Compliance with Laws
Partners must comply with applicable laws in their region, including but not limited to consumer protection, health and safety, and taxation requirements. It is solely the Partner’s responsibility to stay informed of legal obligations and maintain valid permits, licenses, and insurance.
8. NO REFUND SCENARIOS
8.1 Exclusions from Refund
Luxperiences does not grant refunds for reasons outside the Partner’s control, including but not limited to:
- Changes in weather or environmental conditions.
- Personal preference or dissatisfaction unrelated to the service description.
- Violations of Partner policies, rules, or guidelines by the Member.
- Cancellations made outside of the Partner’s stated cancellation window.
8.2 Additional Terms
Some Partners may offer partial or conditional refunds in the cases listed above. In those scenarios, the Partner’s policy takes precedence. Members should thoroughly review and understand each Partner’s terms before booking.
9. LIMITATION OF LIABILITY
9.1 Role as Booking Agent
Luxperiences is not liable for the actual delivery, quality, or safety of services provided by Partners. Our liability is limited to the extent required by law, and we make no guarantees regarding specific outcomes for cancellations, disputes, or mediations.
9.2 Consumer Protection Rights
This Policy does not affect any rights that Members or Partners may have under the law of their respective jurisdictions, including any rights afforded by consumer protection statutes or international treaties. If any provision of this Policy conflicts with applicable law, that provision shall be deemed modified or omitted to conform to such law.
10. MODIFICATIONS TO THIS POLICY
10.1 Updates and Effective Date
Luxperiences reserves the right to modify or update this Policy at any time. We will notify users of any changes through our platform, and the Effective Date above will be updated accordingly. Continued use of our platform following any change to this Policy constitutes acceptance of the revised terms.
10.2 Retrospective Application
Unless otherwise stated, any modifications to the Policy will not apply retroactively. Refund and cancellation disputes arising before the Effective Date of the revised Policy will be handled under the Policy version in effect at the time the dispute arose.
11. CONTACT US
If you have questions or concerns regarding this Refund and Cancellation Policy, or if you need assistance with a dispute or claim, please contact us at:
Luxperiences by CrownThrive, LLC
Email: contact@luxperiences.com
Mailing Address: P.O. Box 201, Gretna, VA 24557, United States
Thank you for choosing Luxperiences. We appreciate your cooperation and commitment to fairness and transparency as we strive to create a positive and secure environment for both Members and Partners around the world.
