PATTAYA MOMENTS · INFORMATION
Cancellation and Refunds
Here you can see how cancellation affects our service fee. Payments made directly to suppliers are handled separately.
A — Before work begins
If you cancel before Pattaya Moments has started the confirmed assignment, our service fee is normally refunded in full. Any special agreement must have been clearly disclosed and accepted in advance. Mandatory rights under applicable law always apply.
B — After work has begun
If you have asked us to start and we have already performed agreed research, planning, communication, coordination or other work, we may deduct the reasonable value of work already performed where legally permitted.
We will explain the calculation and return any remaining refundable portion of the service fee paid. Starting work does not automatically mean the entire fee is forfeited.
C — After the assignment is completed
Once the agreed concierge service has been fully performed, the service fee is normally non-refundable. Exceptions apply if the service was not supplied as agreed, mandatory law requires a refund or Pattaya Moments expressly agrees otherwise.
If there is a fault in our service, we will investigate and consider a reasonable solution, including correction or a full or partial refund where appropriate.
D — Payments made to external suppliers
Amounts you pay directly to an independent supplier have never been received by Pattaya Moments. Cancellation and refunds of those payments follow the relevant supplier's applicable terms and mandatory law.
This includes, for example, payments to a shop, restaurant, rental provider, florist, transport provider or activity provider. Where appropriate, we may help with reasonable communication, but we cannot refund money we have not received. This does not change our responsibility for our own concierge service.
E — Refund method
Approved refunds are initiated without undue delay and normally returned through the original payment method. The time before the amount appears in the customer's account also depends on the payment provider and the customer's bank.
F — How to request cancellation
Send your request through the contact channel where your assignment was confirmed. You can also see our contact page.
Please include:
- Your name.
- The email address used for the enquiry or agreement.
- A reference number, if you have one.
- A short description of what you wish to cancel or have refunded.
Please send your request as soon as possible so we can take it into account in our further work.
Pattaya Moments
Personal Concierge
Pattaya, Thailand