Legal

Refund and Cancellation Policy

Last updated: 15/06/2026

This Refund and Cancellation Policy explains the terms on which clients of AL NOOR PARTNERS L.L.C-FZ, operating as VIP Noor Concierge (“we”, “us”, “our”), may cancel a request for our concierge and lifestyle-management services (the “Services”) and the circumstances in which refunds are available. It should be read together with our Terms and Conditions.

Scope

This Policy applies to all Services we arrange or provide, whether requested through the Website, by email, telephone or messaging. It does not replace the booking, cancellation and refund terms of the third-party suppliers whose products and services we arrange on your behalf, which apply in addition to this Policy.

1. The nature of our Services

We act mainly as an intermediary and coordinator. When you ask us to arrange travel, accommodation, private-jet or yacht charters, real estate viewings, relocation, events or other lifestyle requests, we book or reserve those products and services with third-party suppliers on your behalf. Many of these suppliers operate their own cancellation and refund rules, and some bookings are non-refundable or carry charges once confirmed.

2. Our fees and third-party costs

Amounts payable in connection with a Service may include: (a) our concierge or management fee for arranging and coordinating the Service; and (b) the costs charged by third-party suppliers (for example airfares, charter fees, hotel rates, event deposits and similar). Where a refund is available, it is assessed separately for each component, and supplier costs are refundable only to the extent the relevant supplier refunds them to us.

3. Cancellation by you

If you wish to cancel a Service, please notify us in writing at info@alnoor.agency as soon as possible, quoting your request reference. The consequences of cancellation depend on the stage of the arrangement:

• Before a booking is confirmed — where we have not yet committed funds or confirmed a reservation with a supplier, you may cancel and any unused, recoverable amounts will be returned to you, subject to deduction of our reasonable administrative costs.
• After a booking is confirmed — the supplier’s cancellation terms apply. You remain responsible for any deposits, charges or non-refundable amounts the supplier imposes, in addition to our fee for work already carried out.

4. Refund of our fee

Our concierge or management fee reflects the time and resources we devote to arranging your Service. It is refundable only where we have not yet begun substantive work on your request, or where we are unable to deliver the agreed Service for reasons attributable to us. Once we have started arranging a Service, our fee is generally non-refundable in proportion to the work performed.

5. Cancellation or changes by suppliers or by us

Occasionally a supplier may cancel, reschedule or change a booking, or a Service may be affected by events beyond our reasonable control (see the force majeure provisions of our Terms and Conditions). In such cases we will:

• inform you promptly;
• use reasonable efforts to arrange a suitable alternative; and
• pass on to you any refund we actually recover from the relevant supplier for the cancelled element.

We are not liable for the acts, omissions, insolvency or default of third-party suppliers, but we will assist you in pursuing a refund or remedy from them where reasonably possible.

6. Non-refundable arrangements

The following are typically non-refundable once confirmed, in whole or in part, depending on supplier terms:

• private-jet and yacht charters and similar exclusive-use bookings;
• event tickets, venue hire and event deposits;
• prepaid or promotional hotel rates and special-fare flights;
• bespoke arrangements specifically procured for you; and
• any item the supplier identifies as non-refundable at the time of booking.

We will tell you, before you commit, when a booking is non-refundable or carries cancellation charges, so far as the supplier’s terms are made known to us.

7. How to request a refund

To request a refund, email us at info@alnoor.agency with your request reference, the Service concerned, the amount in question and the reason for your request. We will review it, liaise with the relevant suppliers where necessary, and tell you what can be refunded and when.

8. How refunds are paid

Approved refunds are normally returned using the same payment method you used to pay, unless otherwise agreed. The time taken for a refund to reach you depends on the supplier and your bank or card issuer. Refunds of supplier costs can only be processed once we have received the corresponding funds back from the supplier.

9. Delays or missing refunds

If you believe an approved refund is late, please first check with your bank or card issuer, as processing can take time. If you have done so and still have concerns, contact us at info@alnoor.agency with your request reference and we will look into it promptly.

10. Consumer rights

Nothing in this Policy limits any rights you may have under applicable consumer-protection legislation of the United Arab Emirates, including Federal Law No. 15 of 2020 on Consumer Protection, to the extent it applies to the Services.

11. Changes to this Policy

We may amend this Refund and Cancellation Policy from time to time. The current version is always available on the Website, with the effective date shown above. The version that applies to your Service is the one in force when you submitted your request, unless the law requires otherwise.

12. Contact us

For any question about cancellations, refunds or this Policy, please contact us: