Effective date: 21 April 2026
This Refund Policy governs the procedure for refunding payments for services purchased through priveconcierge.travel.
1. General provisions
1.1. Refunds are made in accordance with:
- the terms of the specific service
- airline fare rules
- hotel rules
- service provider conditions
- payment system rules
- the legislation of the Kyrgyz Republic
1.2. The possibility of a refund, its amount and timing depend on the nature of the service, the moment of the client’s request and the actual expenses incurred.
2. Airline ticket refunds
2.1. Airline ticket refunds are made in accordance with the fare rules of the relevant airline.
2.2. Some fares may be:
- fully refundable
- partially refundable
- non-refundable
2.3. In case of a ticket refund, the following may be withheld:
- airline penalties
- service fees
- bank and payment system commissions
- other expenses actually incurred in connection with the service
3. Hotel booking refunds
3.1. Refunds for hotel bookings are made in accordance with the booking terms of the relevant hotel or service provider.
3.2. Refund conditions may depend on:
- fare category
- cancellation date
- the period before check-in
- special supplier conditions
3.3. Some fares and special offers may be non-refundable.
4. Refunds for concierge services
4.1. Refunds for concierge services depend on the stage of order fulfillment.
4.2. If the service has not yet started and the Company has not incurred expenses, a full or partial refund may be possible.
4.3. If the service has already begun, the refund may be limited or impossible.
4.4. In the case of services already rendered, organizational work already performed, bookings already made, communication with contractors and other actions of the Company, the refund is made taking into account actual expenses and the amount of work already completed.
5. Refunds for transfers, visa support and other services
5.1. Refunds for transfers, visa support, travel and other related services depend on the conditions of the relevant supplier and the stage of order fulfillment.
5.2. If the service has already been confirmed, issued or started, the refund may be partial or unavailable.
6. Service fees
6.1. The Company’s service fees may be non-refundable unless otherwise agreed separately.
6.2. Non-refundability of the service fee may apply where the Company has already carried out organizational, consulting, booking or other work in connection with the client’s request.
7. Refund request procedure
7.1. To request a refund, the client should send a request to:
7.2. The request should preferably include:
- full name
- contact phone number
- order description
- payment date
- payment amount
- reason for refund
- contact details
7.3. The Company may request additional information and documents necessary to review the request.
8. Refund timeframe
8.1. The refund timeframe depends on:
- service provider conditions
- issuing bank
- payment system
- payment method
8.2. The approximate refund period is from 3 to 30 banking days.
8.3. The Company is not responsible for refund delays caused by banks, payment systems and other third parties involved in processing the payment.
9. Refund limitations
9.1. A refund may be unavailable or limited in cases of:
- a non-refundable fare
- services already provided
- a confirmed and fulfilled booking
- expenses already incurred by the Company or service providers
- restrictions established by airlines, hotels and other providers
10. Company contact details
Private Concierge LLC
Tax ID: 01012202510451
Address: Apartment 12, Building 42, Microdistrict 8, Oktyabrsky District, Bishkek, Kyrgyz Republic
Email: general@priveconcierge.travel
Phone: +996 777 080 500