Refund Policy

Last updated: December 5, 2025

INTRODUCTION

Welcome to Dominus, operated by GOLDTONE LIMITED, company registered in the UK with the company registration number 09649370, address: 126 East Ferry Road, Canary Wharf, London, E14 9FP, United Kingdom, website dominus.luxury, collectively referred to as “we,” “our,” “us”. We do our best to offer high quality concierge services. Nevertheless, we understand that circumstances may arise and you will probably need to request a refund. This policy outlines the terms under which refund requests will be considered, ensuring compliance with the UK consumer protection laws and banking regulatory standards.

1. Scope

   1. This policy applies to our concierge services provided to consumers (i.e., individuals acting outside business contexts) in the United Kingdom. If you are a business customer the terms may differ (and some statutory consumer protections may not apply).

   2. Concierge services may include (but are not limited to) booking, travel assistance, lifestyle management, personal shopping, event planning etc.

2. Legal Framework

   1. Under the Consumer Rights Act 2015 (CRA 2015), and where applicable the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 (CCRs 2013), consumers are entitled to services that are:

      1. carried out with reasonable care and skill;

      2. at a reasonable price (if not agreed); and

      3. within a reasonable time (if no time was expressly agreed).

   2. If the service fails to meet these standards, the consumer may be entitled to remedies including a repeat performance, price reduction or refund.

   3. In the case of services sold online or at a distance, the CCRs 2013 may grant a 14-day “cooling-off” period before the service begins, unless the consumer has started the service and waived that right.

3. Terms of refund

   1. We will consider issuing a full or partial refund (or credit) where:

      1. The service was not provided because of our fault (we cancelled before delivery) and you had paid in advance.

      2. The service was carried out and you believe it was not performed with reasonable care and skill, or it did not meet what was agreed with providing the documented proofs from your side.

      3. There is a specific written agreement or guarantee from us offering a refund under certain conditions (for example, a failed event booking).

   2. Refunds will not automatically be given in cases where:

      1. You simply changed your mind after the service was booked (unless you cancelled within an agreed cancellation window).

      2. The service was performed properly, in accordance with the contract, and you are satisfied with it — we consider the contract fulfilled.

      3. Where you have knowingly waived your right to a cooling-off period and the service has started immediately with your prior consent.

      4. Where the service contract or your instructions changed your agreed scope and you accepted that change.

      5. You failed to provide required information or access which prevented us delivering the service.

      6. We are depending on non-refundable tickets or booking provided by the third parties. In this case you are obliged to clear with us or directly with third parties if the payments are refundable.

   3. Timing and method of refund

      1. If a refund is approved, we aim to process it within 14 days of the decision to refund, to the same method of payment originally used, unless otherwise agreed.

      2. If the service was partially delivered and a refund is due, we may deduct a reasonable amount reflecting the value of what was provided.

      3. We will inform you in writing if any deduction is made and the basis for it.

   4. Cancellation by consumer (distance/online) – If you are a consumer and you booked our service at a distance (i.e., online, by phone or off-premises), you may have a 14-day cancellation right before the service starts, unless you explicitly agreed in writing that the service would start immediately and you would lose that right. If you cancel within that period, we will refund any payment made (less any services already begun with your consent).

   5. Exceptional circumstances – We may offer a refund or credit at our discretion for other reasons (for example, force-majeure, vendor failure), but this is not guaranteed and will be considered on a case-by-case basis.

   6. Joining and Membership Fee

      1. The Joining Fee covers the costs of membership and is non-refundable under any circumstances.

      2. You hereby will intent to get the Membership with us by paying the Joining Fee.

4. How to Request a Refund

   1. To Request a Refund Contact us at: email support@dominus.luxury or via our phone number +447700183362, quoting your booking/reference number and stating your reason for requesting a refund.

   2. Provide us with all relevant information and documentation (booking confirmation, payment proof, correspondence, etc.).

   3. We will review your request, usually within 14 business days, and inform you of our decision.

   4. If approved, we will refund using the original payment method (or another method agreed in writing).

5. Changes to this Policy

   1. We may change this policy from time to time.

   2. Any changes will be posted on our website and will apply to bookings made after the change.

6. Contacts

If you have any questions or would like to contact us, please use:

GOLDTONE LIMITED

Address: 126 East Ferry Road, Canary Wharf, London, E14 9FP, United Kingdom

Company Number: 09649370

Email: support@dominus.luxury

Telephone: +447700183362