Refund Policy

1. Overview & Satisfaction Guarantee

Crown City Executive Concierge LLC is committed to delivering exceptional, white-glove service to every client, every time. We take immense pride in the quality and precision of our work, and we stand behind every engagement we undertake. This Refund Policy outlines the circumstances under which refunds may be issued for our concierge services and the process for requesting a refund.

Our satisfaction guarantee reflects our belief that if we have not fulfilled our commitment to excellence, we have an obligation to make it right. We approach every refund request with fairness, transparency, and a genuine desire to resolve any concerns to your satisfaction.

Please read this Refund Policy carefully before engaging our Services. By using our Services, you acknowledge that you have read and understood this policy and agree to its terms. This Refund Policy is incorporated into and forms part of our Terms and Conditions. In the event of any conflict between this Refund Policy and our Terms and Conditions, the Terms and Conditions shall prevail.

For all refund-related inquiries, please contact us at info@crowncityexec.com or call us at (310) 717-5888.

2. Refund Conditions

Refunds for Crown City Executive Concierge LLC service fees (distinct from Third-Party Provider fees) may be issued under the following circumstances:

2.1 Cancellation Within 24 Hours of Booking

If you cancel a service request within twenty-four (24) hours of the initial booking confirmation and the Company has not yet commenced work on your behalf, you are entitled to a full refund of all Company service fees paid. This 24-hour window begins at the time you receive written booking confirmation from the Company.

Please note that this 24-hour cancellation window does not apply to same-day service requests or emergency engagements where the Company has already begun fulfillment activities. In such cases, the standard cancellation policy outlined in our Terms and Conditions will apply.

2.2 Non-Delivery of Service

If Crown City Executive Concierge LLC fails to deliver a confirmed service through no fault of the Client, you are entitled to a full refund of all Company service fees paid for that specific engagement. Non-delivery is defined as the complete failure to fulfill a confirmed service request by the agreed-upon date and time, where such failure is attributable solely to the Company.

Non-delivery does not include situations where service delivery was prevented or impaired by circumstances beyond our reasonable control, including but not limited to: Client-provided inaccurate information, Third-Party Provider failures, force majeure events, natural disasters, government actions, or Client unavailability.

2.3 Service Quality Disputes

If you believe that a service was delivered in a manner that materially fell short of the standards agreed upon at the time of booking, you may submit a quality dispute within seven (7) business days of service delivery. Quality disputes will be reviewed on a case-by-case basis, and the Company may, at its sole discretion, offer a partial refund, service credit, or re-performance of the service.

3. Non-Refundable Services

Certain services and associated costs are non-refundable by nature. The following categories of fees and charges are expressly excluded from our refund policy:

3.1 Event Tickets and Access Passes

All fees paid for event tickets, VIP passes, access credentials, gala admissions, premiere tickets, and any other event-based access are strictly non-refundable once purchased. This is because such tickets are typically non-refundable and non-transferable by the issuing organization. The Company cannot accept responsibility for event cancellations, postponements, or changes made by third-party event organizers.

3.2 Charter Services

Deposits and fees paid for private jet charters, yacht charters, helicopter charters, and other transportation charter services are non-refundable once a charter agreement has been confirmed with the operator. Charter operators typically require non-refundable deposits at the time of booking, and cancellation fees imposed by charter operators are the sole responsibility of the Client. The Company's brokerage fee for arranging charter services is also non-refundable once the charter has been confirmed.

3.3 Third-Party Booking Deposits and Fees

Any deposits, prepayments, or fees paid directly to Third-Party Providers — including hotels, restaurants, spas, tour operators, security firms, or real estate professionals — are subject exclusively to the refund and cancellation policies of those providers. The Company has no authority to override or negotiate Third-Party Provider refund policies on your behalf after a booking has been confirmed.

3.4 Rush and Emergency Service Fees

Premium fees charged for rush requests, same-day services, after-hours assistance, or emergency concierge engagements are non-refundable, as these fees reflect the immediate allocation of resources and the Company's time regardless of the outcome.

3.5 Completed Services

Services that have been fully delivered and accepted by the Client are non-refundable. Acceptance is implied if the Client uses or benefits from the service without raising a formal objection within seven (7) business days of delivery.

4. Refund Request Process

To submit a refund request, please follow the process outlined below. Adhering to this process ensures that your request is handled promptly and accurately.

1. Submit a Written Request: Send a written refund request to info@crowncityexec.com with the subject line "Refund Request — [Your Full Name] — [Service Date]." Your request must include your full name, contact information, a description of the service in question, the date of service, the amount paid, and a clear explanation of the basis for your refund request.
2. Provide Supporting Documentation: Where applicable, please include any supporting documentation, such as booking confirmations, payment receipts, correspondence with the Company, or evidence of service failure.
3. Acknowledgment: The Company will acknowledge receipt of your refund request within two (2) business days.
4. Review Period: We will review your request and any supporting documentation within five (5) to seven (7) business days of receipt. We may contact you for additional information during this period.
5. Decision Notification: We will notify you of our refund decision via email. If your refund is approved, we will initiate the refund to your original payment method. If your refund is denied, we will provide a written explanation.

5. Processing Timeframe

Once a refund has been approved by Crown City Executive Concierge LLC, the following processing timeframes apply:

• Credit/Debit Card Refunds: Approved refunds will be processed within five (5) to ten (10) business days of approval. Please note that your card-issuing bank may require additional time to post the refund to your account, typically up to five (5) additional business days.
• Bank Transfer Refunds: Where payment was made by wire transfer or ACH, refunds will be processed within seven (7) to ten (10) business days of approval.
• Check Refunds: In cases where a refund by check is required, please allow up to fifteen (15) business days for the check to be issued and delivered.

The Company is not responsible for delays caused by financial institutions, payment processors, or postal services. If you have not received your refund within the stated timeframe, please contact us at info@crowncityexec.com.

6. Chargeback Policy

We strongly encourage clients to contact us directly at info@crowncityexec.com before initiating a chargeback with their financial institution. In most cases, we can resolve billing disputes quickly and amicably without the need for a formal chargeback process.

Initiating a chargeback without first contacting the Company is a breach of this Refund Policy and may result in:

• Immediate suspension or termination of your client account and access to our Services
• Referral of the matter to our legal counsel for recovery of the disputed amount plus any associated fees
• Reporting of the chargeback to credit reporting agencies where permitted by law

If a chargeback is found to be fraudulent or unwarranted, the Company reserves the right to pursue all available legal remedies, including recovery of the disputed amount, chargeback fees imposed by the payment processor, and reasonable attorneys' fees.

7. Dispute Resolution

In the event of a dispute regarding a refund request that cannot be resolved through our standard refund process, the parties agree to resolve the matter in accordance with the dispute resolution procedures set forth in our Terms and Conditions, which includes informal negotiation, mediation, and binding arbitration as the final step.

All disputes shall be governed by the laws of the State of California, United States of America. Any legal proceedings shall be conducted in Los Angeles County, California.

8. Contact Us

For all refund requests, billing inquiries, or questions regarding this Refund Policy, please contact us:

• Crown City Executive Concierge LLC
• 260 S Orange Grove Blvd, Pasadena, CA 91105
• Phone: (310) 717-5888
• Email: info@crowncityexec.com
• Business Hours: Available 24/7 for our clients

We are committed to resolving all refund requests fairly and promptly. Your satisfaction is the foundation of our business, and we will always endeavor to find an equitable solution.