Cancellation, Returns & Refunds policy

1. Scope
This Cancellation, Returns & Refund Policy applies to all services offered by LGM Prestige, including travel planning, personalized itineraries, remote assistance services, digital travel products, and related advice.

2. No Right of Withdrawal
In accordance with Article L.221-28 12° of the French Consumer Code, the 14-day right of withdrawal does not apply to contracts for leisure activities, accommodation (other than residential), transport, car rental, catering, or services provided on a specific date or during a specific period. Furthermore, for personalized advice, travel planning, and digital content, the right of withdrawal is lost as soon as the service begins with the customer’s express prior consent (Articles L.221-25 and L.221-28 13° of the French Consumer Code). By placing an order on our website, the customer expressly requests immediate execution of the service and acknowledges that they lose any potential right of withdrawal once work has started (research, planning, drafting, communication, or delivery of documents).

3. Cancellation Policy

• Any cancellation request must be sent by email to contact@lgmprestige.com, clearly indicating the package name and order number. The cancellation conditions depend on the package purchased. The “planned start date” is defined as follows:

  • BEFORE packages: the scheduled date of the pre-trip consultation (visio call).

  • SERENITY, FANTASTICA, SPARKLE and SPLENDID packages: the first day of on-site assistance (arrival date of the stay).

  Additionally, for any package that includes a pre-trip consultation, the planning and advice service is considered fully performed once the visio call has taken place or any planning documents have been delivered. That portion is non-refundable from that moment onward.

  3.1 BEFORE Package (pre-trip consultation only)

  • More than 14 days before the planned visio date: full refund.

  • 14 days or less before the planned visio date, or once the visio has been held or documents delivered: no refund.

  3.2 SERENITY and FANTASTICA Packages (pre-trip consultation + on-site assistance)

  • More than 60 days before the planned trip start date: full refund of the on-site portion.

  • Between 60 and 30 days before the planned trip start date: 70% full refund of the on-site portion.

  • Between 30 and 8 days before the planned trip start date: 40% refund of the on-site portion.

  • Less than 8 days before the planned trip start date, or once the trip/on-site assistance has begun: no refund.
    (Note: the pre-trip consultation portion is non-refundable after the visio.)

  3.3 SPARKLE and SPLENDID Packages (on-site assistance only)

  • More than 45 days before the planned trip start date: full refund.

  • Between 45 and 15 days before the planned trip start date: 60% refund of the total amount.

  • Between 15 and 8 days before the planned trip start date: 30% refund of the total amount.

  • Less than 8 days before the planned trip start date, or once the on-site assistance has begun: no refund.

4. Refunds When We Cancel
If we are unable to perform the service for reasons attributable to us (excluding force majeure), we will issue a full refund within 14 calendar days using the same payment method as the original order.

5. Force Majeure and Exceptional Circumstances
No refund will be granted in cases of force majeure or unavoidable and extraordinary circumstances (such as natural disasters, pandemics, government restrictions, strikes, or transportation disruptions) that affect the trip or service, except where French law or the Package Travel Directive expressly requires it. We may, at our sole discretion, offer a credit note or rescheduling as a commercial gesture.

6. Our Responsibility
LGM Prestige provides travel advice, planning, and remote assistance services. We act as a provider of intellectual and advisory services and are not a tour operator or package travel organizer (unless expressly stated). We are not liable for the performance of third-party services (airlines, hotels, activity providers, etc.). We strongly recommend that customers purchase appropriate travel insurance covering cancellation, interruption, and medical expenses.

7. Practical Information
Any cancellation or refund request must be sent by email to contact@lgmprestige.com with your order number.
Refunds, when due, will be processed within 14 days of receiving a valid request.
We reserve the right to refuse any refund that does not comply with the conditions above.

8. Governing Law
This policy is governed by French law and applicable European Union regulations. In the event of a dispute, an amicable solution will be sought first. Customers may also contact a consumer mediator free of charge in accordance with Article L.612-1 of the French Consumer Code.

For any questions regarding this policy, please contact us at: contact@lgmprestige.com