Chargeback Policy

Effective date: 1 May 2026 · OF Luxury International.

A chargeback is a dispute you raise with your card issuer (your bank) instead of with us directly. We respect your right to chargeback as a consumer, and at the same time we have a clear process for handling them.

1. Talk to us first

If you have an issue with a charge, please contact us first via the contact page. Most issues are resolved within 48 hours and a chargeback is unnecessary.

A chargeback is a formal process with your bank that costs both parties time and money. It is also slower than working with us directly — typical card-issuer resolution is 30 — 90 days. Working with us directly is usually 1 — 5 days.

2. Legitimate chargeback grounds

The following are legitimate chargeback grounds we will not contest:

  • Unauthorised transaction — the card was used without your authorisation. Please also report this to your bank's fraud line.
  • Duplicate charge — the same booking was billed twice in error.
  • Service not provided where we, as the concierge, failed to deliver the agreed service through no fault of yours or a supplier.

3. Chargeback grounds we will contest

The following are typically contested with documentary evidence:

  • Buyer's remorse — you decided you no longer wanted the service. Please use our Refund & Cancellation Policy instead.
  • Supplier dissatisfaction — your complaint is with the venue, the airline or the hotel, not with us. We are the agent; the supplier provided the service. Please claim against the supplier directly. We will assist you with the supplier where possible.
  • No-show or late cancellation — see our cancellation curve.
  • "Service not as described" without specifics — we will respond with the original written quote, the confirmation, and any communication on file.

4. Evidence we will submit to your bank

When a chargeback is filed against us, we submit the following to the card network within the required window:

  • The written quote, signed or accepted by you.
  • The booking confirmation.
  • Communication records (email, messaging app, signed receipts).
  • Supplier confirmation that the service was rendered.
  • A copy of our published Refund & Cancellation Policy.

5. Effect of a contested chargeback on service

If a chargeback is raised against us without prior contact and we successfully contest it, we reserve the right to:

  • Refuse future service to the client.
  • Charge a reasonable administrative fee (£250) for the time spent handling the dispute.
  • Pass the matter to a debt-recovery agent for outstanding fees.

6. Fraud

If we have reason to believe a chargeback is a deliberate attempt to use the service without paying ("friendly fraud"), we will report the matter to the card network, the police, and where appropriate the National Crime Agency (NCA) and Action Fraud (UK).

7. Member plans

Member-plan recurring charges that are subject to chargeback will be treated under section 3 above and cross-referenced with our Refund & Cancellation Policy.

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OF Luxury International — registered in the United Kingdom.