Refund Policy

Our Commitment to Satisfaction

At Conciero, we are committed to delivering exceptional virtual assistant and concierge services. We understand that circumstances may arise where you need to cancel your subscription or request a refund. This policy outlines our fair and transparent approach to refunds and cancellations.

We believe in building long-term relationships based on trust and quality service. If you are not satisfied with our services, we want to hear from you and make things right.

Eligibility for Refunds

You may be eligible for a refund under the following circumstances:

Full Refund Eligibility

• Cancellation within 48 hours of initial subscription payment
• Service not delivered due to our inability or technical issues on our end
• Significant failure to meet agreed-upon service levels
• Unauthorized charges or billing errors

Partial Refund/Credit Eligibility

• Cancellation within the first 14 days of a billing cycle (pro-rated refund)
• Documented service quality issues that were not resolved despite reasonable attempts
• Downgrading to a lower-tier plan (credit applied to future billing)
• Extended service outages affecting your ability to use the platform

Non-Refundable Situations

Refunds will generally not be provided in the following cases:

• Cancellation after 14 days of a billing cycle (service already consumed)
• Failure to use allocated hours or services during the billing period
• Dissatisfaction not related to service quality (e.g., change of business needs)
• Violation of our Terms & Conditions leading to account termination
• Third-party expenses already incurred on your behalf (travel bookings, purchases, etc.)
• Custom or one-time project fees after work has commenced
• Setup fees or onboarding costs after services have been initiated

How to Request a Refund

To request a refund, please follow these steps:

1. Contact Support: Email us at care@conciero.co with the subject line "Refund Request"
2. Provide Details: Include your account email, subscription plan, and reason for the refund request
3. Documentation: If applicable, provide any relevant documentation supporting your request
4. Review: Our team will review your request within 3-5 business days
5. Resolution: You will receive a response with our decision and next steps

Refund Processing

Once a refund is approved:

• Refunds will be processed to the original payment method
• Credit card refunds typically appear within 5-10 business days
• Bank transfers may take 7-14 business days depending on your financial institution
• You will receive email confirmation once the refund is initiated
• Account credits, if applicable, will be applied immediately to your account

Subscription Cancellation

You may cancel your subscription at any time:

• Monthly Plans: Cancel anytime; service continues until the end of the current billing period
• Annual Plans: Cancel anytime; no refund for remaining months unless within first 30 days (pro-rated refund may apply)
• Enterprise Plans: Cancellation terms as specified in your contract

To cancel, email care@conciero.co or contact your account manager. Please provide at least 7 days notice before your next billing date to avoid automatic renewal charges.

Service Credits

In some cases, we may offer service credits instead of monetary refunds:

• Credits can be applied to future billing cycles
• Credits are non-transferable and cannot be exchanged for cash
• Credits expire 12 months from the date of issue
• Credits can be used for plan upgrades or additional services

Disputes and Chargebacks

We encourage you to contact us directly before initiating a chargeback with your bank or credit card company. Filing a chargeback without first contacting us may result in account suspension. We are committed to resolving any issues fairly and promptly through direct communication.

Special Circumstances

We understand that exceptional circumstances may arise. In cases such as:

• Medical emergencies
• Natural disasters affecting your business
• Significant personal hardship
• Force majeure events

Please reach out to our support team, and we will work with you on a case-by-case basis to find a fair resolution.