Refund & Cancellation Policy

Mattconcierge LLC
7901 4th St N, Ste 300
St. Petersburg, FL 33702
Florida, USA

Matt Concierge, operated by Mattconcierge LLC, provides a concierge service: we arrange reservations, tables, VIP access, transfers, and experiences. You pay us only a service fee for this work. Any payment for the reservation, deposit, minimum spend, transfer, experience, or item itself is made separately and directly to the relevant venue or supplier, and is subject to that third party’s own terms. All service fees are quoted and charged in US Dollars (USD).

1. Our Service Fee

Your payment to Mattconcierge LLC is a service fee that covers our work in planning, sourcing, arranging, and securing your bookings or items. It is the only amount we charge and the only amount we are able to refund.

2. Supplier & Venue Costs Are Separate

Venues, restaurants, transfer providers, and other suppliers are paid separately and directly. We do not collect, hold, or process those payments, and we are not able to refund them. Any deposit, minimum spend, bill, or item cost is governed entirely by the terms of the venue or supplier you are dealing with, which we will make clear to you before you proceed.

3. Refund of Our Service Fee

• If you cancel before we have started work on your request, your service fee is fully refundable.
• Once we have started work, the service fee is non-refundable, as it pays for time and effort already spent on your behalf.
• If we are unable to fulfil your request at all, your service fee is fully refundable.

4. Cancellation by You

To cancel or change a request, please contact us in writing as early as possible by email or WhatsApp using the details below. To cancel a reservation, deposit, or order with a venue or supplier, you should also follow that supplier’s own cancellation process, as their terms apply to any amounts paid to them.

5. Changes or Cancellation by a Venue or Supplier

If a venue or supplier cancels or materially changes something we arranged for you, we will help you find a comparable alternative or assist you in recovering any amount allowed under that supplier’s terms. Any refund of supplier costs comes from the supplier, not from us.

6. How Refunds Are Issued

Approved refunds of our service fee are returned to your original payment method, in US Dollars (USD), within 5 to 10 business days of approval. Your bank or card issuer may take additional time to post the refund to your account.

7. Force Majeure

We are not liable for cancellations caused by events outside our reasonable control, including weather, strikes, transport disruption, illness, or government action. In such cases we will help you recover whatever amount the relevant venue or supplier allows under their terms.

8. Sourced Luxury Goods

Where we source an item for you, our service fee covers locating, verifying, and arranging the item. Payment for the item itself is handled separately with the supplier and is subject to the supplier’s terms. Please see our Shipping, Delivery & Returns policy for how sourced items are delivered and the limited circumstances in which they may be returned.

9. Contact Information

To request a cancellation or refund, please contact:

Mattconcierge LLC
7901 4th St N, Ste 300
St. Petersburg, FL 33702
Florida, USA
Email: concierge@matt-concierge.com
Phone: +971 50 412 8570
WhatsApp: +92 303 7757452