REFUND & CANCELLATION POLICY

WEST LONDON COMPANIONS

Director: Mr Arthur Philip Morgan
Business Address: Flat 3, 98 Gloucester Terrace, London, W2 6HP
Website: www.westlondoncompanions.com

1. PURPOSE

This Refund & Cancellation Policy explains how WEST LONDON COMPANIONS handles cancellations, refunds, payment corrections and service complaints.

Our objective is to maintain a fair and transparent approach while protecting both Clients and the Company from avoidable payment disputes.

This policy does not exclude or restrict any mandatory consumer rights.

2. PAYMENT MODEL

Standard bookings are ordinarily paid for following completion of the agreed service.

Unless specifically agreed otherwise:

  • No membership fee is payable;

  • No subscription is required;

  • No deposit is normally required;

  • Payment is made following completion;

  • An invoice or receipt is provided.

3. WHEN A REFUND MAY BE APPROPRIATE

A refund may be considered where:

  • the Company has charged the wrong amount;

  • a transaction was duplicated;

  • payment was taken despite the agreed service not being provided;

  • the Company materially failed to provide the agreed service;

  • the law otherwise requires a refund.

Each case will be considered on its individual circumstances.

4. COMPLETED SERVICES

Where the agreed service has been substantially provided, the Client will ordinarily remain liable for the agreed fee.

A refund will not ordinarily be provided merely because a Client subsequently changes their mind or has a subjective preference regarding the experience, provided the Company has delivered the service substantially as agreed.

This does not affect any mandatory statutory rights.

5. EARLY TERMINATION

If a Client chooses to end a booking before the agreed completion time, the amount payable will depend upon:

  • the terms agreed before booking;

  • the amount of service already provided;

  • any applicable cancellation terms;

  • applicable consumer law.

6. COMPANY CANCELLATION

Where the Company cancels a booking before services are provided and the Client has already paid, the Company will consider an appropriate refund in accordance with the applicable contractual and statutory position.

Where reasonably possible, the Company may offer an alternative booking.

7. LATE CANCELLATIONS

Late cancellation charges may apply where clearly communicated before the booking and where the charge represents a legitimate and proportionate reflection of the Company's loss or reserved resources.

Any cancellation charge will remain subject to applicable consumer law.

8. PAYMENT ERRORS

Where a Client has been incorrectly charged, the Company will investigate the matter and, where appropriate, correct the transaction.

9. CHARGEBACKS

Clients should contact the Company promptly if they believe a transaction is incorrect or services were not provided as agreed.

The Company may provide a payment processor with relevant evidence, including:

  • Booking confirmation;

  • Client correspondence;

  • Invoice;

  • POS receipt;

  • Transaction reference;

  • Service completion record;

  • Cancellation records;

  • Applicable contractual terms.

The Company does not attempt to prevent legitimate payment disputes.

10. FRAUDULENT CLAIMS

Where the Company reasonably believes that a payment dispute contains materially false information or represents an attempt to obtain services without payment, the Company may take appropriate lawful action.

This may include providing relevant evidence to payment processors, insurers, professional advisers, courts or law-enforcement authorities where appropriate.

11. REFUND REQUESTS

Refund requests should be submitted in writing and should include:

  • Client name;

  • Booking date;

  • Booking reference;

  • Amount paid;

  • Reason for request;

  • Supporting information.

Requests should be sent using the Company's published contact details.

12. REVIEW OF REFUND REQUESTS

The Company may review:

  • Booking records;

  • Communications;

  • Invoices;

  • Payment records;

  • Service records;

  • Cancellation information.

The Company aims to deal with genuine refund requests fairly and within a reasonable period.

13. THIRD-PARTY COSTS

Where the Company has incurred non-refundable third-party expenses on the Client's instructions, those expenses may be treated separately from the Company's service fee, subject to the agreed booking terms and applicable law.

14. NO WAIVER OF LEGAL RIGHTS

Nothing in this policy prevents a Client from exercising rights available under applicable law.

CONTACT

WEST LONDON COMPANIONS
Flat 3
98 Gloucester Terrace
London
W2 6HP

Website: www.westlondoncompanions.com

Email: concierge@westlondoncompanions.com

Director: Mr Arthur Philip Morgan