Bookings & cancellations

1. Booking and confirmation

A booking remains provisional until confirmed in writing by Altum Concierge and the applicable deposit has been received.

Unless otherwise stated, a deposit of 50% of the total value is required to confirm the booking.

The balance must be settled no later than 7 days before the service date. For bookings made less than 7 days in advance, full payment may be required at confirmation.

2. Remote payments

Altum Concierge accepts remote payments by bank transfer and PayPal, or another method agreed in writing beforehand.

All payments are made exclusively in euros (€). Bank, currency-conversion or platform fees are the client’s responsibility unless agreed otherwise.

Payment details and the booking reference are shared through an official Altum Concierge channel. For security, always verify these details before making a transfer.

The client should provide proof of payment when requested. Final confirmation may depend on validation of the amount received.

3. Client cancellations

Cancellation requests must be sent in writing to geral@altumconcierge.com and must include the booking reference assigned at the first contact.

4. Booking amendments

Requests to change the date, time, number of guests, itinerary or service are subject to availability and should be made as soon as possible.

To request an amendment, contact geral@altumconcierge.com and include the booking reference assigned at the first contact.

An amendment may result in a price difference, new payment deadlines or third-party costs. An amendment is valid only after written confirmation by Altum Concierge.

5. Delays and no-shows

The client must observe the confirmed time and meeting point. Any delay should be reported immediately to Altum Concierge or the contact provided for the service.

Waiting time, where available, will be stated in the booking confirmation. Additional waiting, operational changes or missed services caused by delay may incur extra costs and do not automatically entitle the client to a refund.

In the event of a no-show, the service is treated as cancelled and the policy for cancellations less than 72 hours before the service applies.

6. Refunds

Approved refunds will be processed, whenever possible, through the same payment method used.

The usual processing time is 5 to 10 business days after the refundable amount is confirmed; the final timing may depend on the bank, PayPal or another payment provider.

Third-party charges that have been contracted, issued or paid on a non-refundable basis are not refundable, provided this was communicated to the client.

7. Third-party services

Certain experiences may include or depend on independent partners, such as hotels, restaurants, estates, transport companies, marine operators or other suppliers. These partners may have their own payment, amendment and cancellation terms.

Where a partner’s specific terms apply, Altum Concierge will communicate them to the client before confirmation whenever possible.

Third-party specific terms prevail over this general policy only to the extent they apply to the relevant service and have been communicated to the client.

8. Final provisions

Altum Concierge may update these policies. The applicable version is the one sent or made available at the time the booking is confirmed.

Nothing in these policies limits rights that cannot be excluded under applicable law.

If there is any doubt, the written booking confirmation and the specific terms stated in it prevail.