Refund Policy

A legal disclaimer

Castle Concierge Services, LLC

Effective Date: April 4, 2025
Last Updated: July 26, 2025

1. Policy Overview

Castle Concierge Services, LLC is committed to providing exceptional concierge services and ensuring customer satisfaction. This Refund Policy outlines the circumstances under which refunds may be granted, the procedures for requesting refunds, and the timeframes within which such requests must be made.

This policy applies to all services provided by Castle Concierge Services, LLC, including but not limited to personal assistance, event planning, travel coordination, shopping services, and administrative support. By engaging our services, you acknowledge and agree to the terms of this Refund Policy.

2. General Refund Principles

2.1 Service-Based Business Model

As a service-based business, our refund policies differ from product-based businesses. Once services have been performed, they cannot be "returned" in the traditional sense. Therefore, refunds are evaluated based on service quality, completion, and customer satisfaction rather than simple product returns.

2.2 Good Faith Commitment

We operate with a commitment to resolve customer concerns fairly and in good faith. While this policy establishes our standard procedures, we may consider unique circumstances on a case-by-case basis when appropriate.

2.3 Documentation Requirements

All refund requests must be supported by adequate documentation, which may include service agreements, correspondence, receipts, and evidence of unsatisfactory performance or circumstances warranting a refund.

3. Refund Request Timeframes

3.1 Standard Timeframe

All refund requests must be submitted within 30 days of the service completion date or the date when the issue occurred. This timeframe ensures timely resolution and allows us to investigate circumstances while they are still current.

3.2 Extended Timeframes for Specific Services

Event Planning Services: 60 days from the event date
Travel Arrangements: 45 days from the completion of travel or the date the issue was discovered
Ongoing Service Contracts: 30 days from the billing cycle in which the issue occurred
Property Management Services: 45 days from the service completion or discovery of the issue

3.3 Late Requests

Refund requests submitted after the applicable timeframe may be declined unless:

The issue was not reasonably discoverable within the standard timeframe
Extraordinary circumstances prevented timely reporting
The delay was caused by our actions or communications
Legal or regulatory requirements extend the timeframe

4. Refund Eligibility Conditions

4.1 Full Refund Conditions

A 100% refund may be granted when:

Services were not performed as agreed due to our fault or negligence
We cancelled services without reasonable notice (more than 24 hours before scheduled service)
Services were impossible to complete due to our error or oversight
Fundamental service failure occurred that cannot be remedied
We violated the terms of our service agreement in a material way
Services were double-billed or incorrectly charged
Identity theft or unauthorized use of payment methods (subject to verification)

4.2 Partial Refund Conditions

A partial refund (typically 25-75% of the service fee) may be granted when:

Services were partially completed but fell significantly short of expectations
Minor service defects occurred that impacted overall satisfaction
Delays in service delivery caused inconvenience (refund amount based on impact)
Third-party vendor issues affected service quality (subject to our reasonable efforts to remedy)
Service modifications were necessary due to unforeseen circumstances
Customer cancelled services with insufficient notice but after we incurred costs

4.3 Service Credit Options

In lieu of monetary refunds, we may offer:

Credit toward future services of equal or greater value
Complimentary re-performance of unsatisfactory services
Upgrade to premium service level at no additional cost
Extended service warranty or guarantee period

5. Non-Refundable Situations

5.1 Customer-Initiated Cancellations

No refund will be provided when:

Customer cancels confirmed services less than 24 hours before scheduled time
Customer changes requirements after service has commenced
Customer is unavailable or unresponsive during scheduled service times
Customer cancels due to personal preference changes unrelated to service quality
Services are cancelled due to customer's change in financial circumstances

5.2 Completed Satisfactory Services

Services that were completed as specified and met reasonable quality standards
Services where customer expressed satisfaction at the time of completion
Routine services performed according to established patterns and agreements

5.3 Third-Party Costs and Fees

Non-refundable third-party vendor fees, tickets, or reservations
Processing fees charged by payment processors or financial institutions
Government fees, licenses, or permits obtained on customer's behalf
Insurance costs or bonding fees

5.4 Circumstances Beyond Our Control

Services impacted by weather, natural disasters, or acts of God
Government restrictions, regulations, or emergency orders
Third-party vendor failures despite our reasonable efforts
Customer's failure to provide necessary information or access
Services cancelled due to health emergencies or safety concerns

6. Service-Specific Refund Policies

6.1 Personal Shopping and Errands

Full Refund: Incorrect purchases due to our error, failure to complete assigned tasks
Partial Refund: Delays causing inconvenience, minor errors in execution
No Refund: Completed purchases that customer later decides against, successful completion of errands as requested
Special Consideration: Returns of purchased items handled separately from service fees

6.2 Event Planning Services

Full Refund: Event cancellation due to our inability to deliver promised services
Partial Refund: Vendor issues that significantly impact event quality despite our mitigation efforts
No Refund: Customer-initiated changes or cancellations, successful events that meet agreed specifications
Timeline: Must be requested within 60 days of event date

6.3 Travel Coordination Services

Full Refund: Booking errors resulting in unusable reservations, failure to secure requested arrangements
Partial Refund: Travel disruptions where we failed to provide adequate support or alternatives
No Refund: Successfully completed bookings, customer-initiated travel changes
Third-Party Fees: Airline, hotel, and other vendor fees subject to their individual policies

6.4 Administrative and Business Support

Full Refund: Failure to complete assigned tasks, significant errors requiring extensive correction
Partial Refund: Minor errors or delays that impact business operations
No Refund: Completed work that meets specifications, ongoing support services as agreed

6.5 Home and Property Management

Full Refund: Services not performed as scheduled, damage caused by our negligence
Partial Refund: Incomplete services due to unforeseen circumstances, minor performance issues
No Refund: Routine maintenance and services completed satisfactorily
Timeline: 45 days from service completion or issue discovery

6.6 Membership and Retainer Services

Prorated Refunds: Available for unused portions of prepaid service periods
Cancellation Policy: 30-day notice required for membership cancellations
No Refund: Services used during the billing period, membership benefits accessed

7. Refund Request Procedure

7.1 How to Request a Refund

Refund requests must be submitted through one of the following methods:

Email: refunds@castleconciergeservices.com
Phone: [Phone Number] during business hours
Written Letter: Mailed to our business address
Online Form: Available on our website under Customer Service

7.2 Required Information

All refund requests must include:

Customer name and contact information
Service date(s) and description
Invoice or reference number
Detailed explanation of the issue or reason for refund request
Supporting documentation (photos, correspondence, receipts)
Preferred resolution (refund amount, service credit, re-performance)

7.3 Investigation Process

Upon receiving a refund request, we will:

Acknowledge receipt within 2 business days
Investigate the claim by reviewing service records, staff reports, and documentation
Contact relevant parties including staff members and third-party vendors if applicable
Evaluate the request against our refund policy criteria
Provide a decision within 7-10 business days of receiving complete information

7.4 Decision Communication

Our refund decision will include:

Approval or denial of the refund request
Explanation of the reasoning behind the decision
Refund amount if approved (full, partial, or service credit)
Timeline for processing the refund
Appeal process information if the request is denied

8. Refund Processing and Timeline

8.1 Processing Timeframes

Once a refund is approved:

Credit Card Refunds: 3-5 business days to appear on statement
ACH/Bank Transfer Refunds: 5-7 business days
Check Refunds: 7-10 business days from mailing date
Service Credits: Applied to account within 24 hours

8.2 Refund Methods

Refunds are typically processed using the original payment method:

Credit card charges are reversed to the original card
ACH payments are refunded via ACH transfer
Cash payments are refunded by check
Alternative methods may be used with customer consent

8.3 Processing Fees

Refunds under $100: No processing fee
Refunds $100-$500: $10 processing fee
Refunds over $500: $25 processing fee
Processing fees waived for refunds due to our error or service failure

9. Dispute Resolution and Appeals

9.1 Appeal Process

If your refund request is denied, you may appeal the decision by:

Submitting additional documentation supporting your claim
Requesting a review by senior management
Providing new information not previously considered
Appeals must be submitted within 10 business days of the denial

9.2 Escalation Procedure

Initial Review: Customer service manager reviews the appeal
Senior Management Review: Director-level review for complex cases
External Mediation: Third-party mediation for unresolved disputes
Legal Resolution: Court proceedings as a last resort

9.3 Good Faith Resolution

We are committed to resolving disputes fairly and may offer alternative solutions such as:

Service re-performance at no charge
Partial refunds combined with service credits
Complimentary additional services
Extended warranties or guarantees

10. Special Circumstances

10.1 Emergency Situations

In cases of family emergencies, medical situations, or other extraordinary circumstances, we may waive standard refund policy restrictions and consider refunds on a compassionate basis.

10.2 Service Guarantees

Certain premium services may include satisfaction guarantees that supersede this general refund policy. Specific guarantee terms will be outlined in individual service agreements.

10.3 Corporate and Business Accounts

Corporate clients with ongoing service agreements may have customized refund terms outlined in their contracts that take precedence over this general policy.

10.4 Seasonal Considerations

During peak seasons (holidays, summer months), refund processing may take additional time due to increased volume. Customers will be notified of any delays.

11. Prevention and Quality Assurance

11.1 Quality Control Measures

To minimize the need for refunds, we implement:

Detailed service planning and confirmation procedures
Regular staff training and performance monitoring
Customer feedback collection and analysis
Continuous improvement of service delivery processes

11.2 Customer Communication

We proactively communicate with customers to:

Confirm service requirements and expectations
Provide updates on service progress
Address concerns before they become major issues
Ensure satisfaction throughout the service experience

11.3 Service Recovery

When issues arise, we prioritize immediate service recovery through:

Rapid response to customer concerns
On-the-spot problem resolution when possible
Follow-up to ensure customer satisfaction
Process improvements to prevent similar issues

12. Legal Considerations

12.1 Consumer Protection Laws

This refund policy complies with applicable consumer protection laws in Colorado and federal regulations. Customers retain all rights provided by law, and this policy does not limit statutory rights.

12.2 Credit Card Chargeback Policy

In the event of credit card chargebacks:

We will work with customers to resolve disputes directly when possible
Chargeback disputes will be handled according to credit card company procedures
Additional documentation may be required to resolve chargeback claims

12.3 Business License and Bonding

Castle Concierge Services, LLC maintains appropriate business licenses and bonding to protect customer interests and ensure financial responsibility for refund obligations.

13. Policy Updates and Modifications

13.1 Right to Modify

We reserve the right to update this refund policy at any time. Changes may be necessary due to:

Business operational requirements
Legal or regulatory changes
Customer feedback and experience
Industry best practices

13.2 Notice of Changes

Customers will be notified of policy changes through:

Email notifications to registered customers
Website posting with prominent notice
Inclusion in service agreement renewals
Direct communication for significant changes

13.3 Effective Date of Changes

Policy changes will take effect 30 days after notification, except for changes required by law, which may take effect immediately.

14. Contact Information

For refund requests, questions about this policy, or assistance with service issues:

Castle Concierge Services, LLC
200 S Wilcox #302
Castle Rock, Colorado 80104

Refund and Customer Service Departments:
Email: support@castleconciergeservices.com
Phone: (720) 703-3512
Hours: Monday - Friday, 9:00 AM - 5:00 PM MST

Mailing Address for Written Requests:
Castle Concierge Services, LLC
Attn: Refund Department
200 S Wilcox St #302
Castle Rock, Colorado 80104

IMPORTANT NOTICE: This refund policy is part of our Terms and Conditions and service agreements. By engaging our services, you acknowledge that you have read, understood, and agree to this refund policy. For the most current version of this policy, please visit our website at [website URL].

This Refund Policy was last updated on July 26, 2025 and is effective as of April 4, 2025.

720-703-3512