This policy sets out VANILLE's cancellation framework. Time limits and percentages marked as pending must be decided before real payments are accepted.
A website request may be cancelled at no cost while VANILLE has not confirmed availability and no payment has been made.
Once a booking is confirmed and paid, the cancellation terms communicated before payment and contained in this policy apply.
Cancellations communicated more than 24 hours before the confirmed booking time are eligible for a 100% refund of the amount paid. Cancellations communicated less than 24 hours before the confirmed booking time are non-refundable, without prejudice to any mandatory consumer rights under applicable law.
Changes requested by the client remain subject to availability. VANILLE may treat a late change as a cancellation where resources or travel have already been committed, provided this condition was disclosed beforehand.
If the client does not attend at the confirmed place and time, the booking may be treated as a no-show and will not be refundable. Any operational waiting period, where applicable, will be communicated in the booking confirmation.
If VANILLE cannot provide a confirmed service for a reason attributable to VANILLE, an alternative date or refund of amounts paid for the unprovided service will be offered as appropriate, without prejudice to mandatory consumer rights.
If a service must be refused or ended due to risk, unlawful conduct, threats, violence, coercion or serious client breach, the financial terms disclosed before contracting and applicable law will apply.
Where a refund is due, it will normally be made through the original payment method unless impossible or otherwise agreed. Processing time may depend on the payment provider and financial institution.
The commercial cancellation policy does not replace statutory withdrawal rights where applicable. Checkout must provide the required information and obtain any necessary declarations where the client requests service commencement during the statutory withdrawal period.
To request a change or cancellation: booking@vanilleprivate.com. The request must sufficiently identify the booking.