Refund Policy
Effective date: 1 September 2026
This Refund & Cancellation Policy applies to services provided by DD Luxe Ltd trading as DD Luxe (“DD Luxe”, “we”, “us” or “our”).
This policy distinguishes fees charged by DD Luxe for its own concierge services from fees charged separately by independent surgeons, clinics, hospitals, travel providers and other third-party suppliers.
Nothing in this policy limits any rights or remedies that cannot lawfully be excluded under New Zealand law.
1. Cancellation Before DD Luxe Begins Work
If you cancel before DD Luxe begins the agreed work and before DD Luxe incurs any non-recoverable third-party cost authorised by you, DD Luxe will refund the DD Luxe service fee paid, less any lawful payment-processing cost that was clearly disclosed and is actually unrecoverable.
2. Cancellation After Work Has Begun
If you cancel after DD Luxe has begun providing the agreed service, DD Luxe may retain or charge a reasonable amount for services actually performed and authorised, together with properly disclosed, authorised and non-recoverable third-party costs.
DD Luxe will provide a written breakdown on request.
Any remaining balance, where applicable, will be refunded.
A fee is not automatically non-refundable merely because it is described as a deposit. Any cancellation amount will be assessed having regard to the agreed service, work already performed, actual loss or costs incurred and applicable law.
3. Concierge Packages and Service Milestones
Where a DD Luxe concierge package is delivered in stages or milestones, the applicable Service Schedule may allocate fees to specific stages of the service.
If you cancel after one or more stages have been completed, fees relating to completed work remain payable.
Fees allocated to future services that have not been performed will be refunded unless a lawful, reasonable and clearly disclosed cancellation charge or non-recoverable authorised cost applies.
4. Private Surgery Strategy Consultations
A Private Surgery Strategy Consultation may be rescheduled once without an additional DD Luxe fee where at least 24 hours’ written notice is provided.
If you cancel with less than 24 hours’ notice or do not attend your scheduled consultation, DD Luxe may retain or charge a reasonable amount reflecting the reserved consultation time and loss that could not reasonably have been avoided.
If DD Luxe cancels your consultation and cannot offer a suitable alternative, the consultation fee will be refunded.
Where DD Luxe offers to credit a Strategy Consultation fee toward an eligible concierge service, the conditions and timeframe applicable to that credit will be disclosed when the offer is made.
5. Surgeon, Clinic and Travel Payments
Fees charged by surgeons, anaesthetists, hospitals, clinics, airlines, accommodation providers, transport providers, visa providers, insurers and other independent suppliers are governed by the relevant supplier’s own contract, cancellation and refund terms.
DD Luxe cannot promise or guarantee a refund from an independent supplier.
Where assistance of this nature falls within your agreed DD Luxe service, DD Luxe may assist you with communicating a cancellation or refund request to the relevant supplier.
6. If a Provider Declines, Changes or Cancels Treatment
A surgeon, clinic, hospital or other medical Provider may decline, postpone, change or cancel proposed treatment following assessment or for other reasons within that Provider’s responsibility.
Any refund of the Provider’s fees will be governed by the Provider’s applicable terms.
DD Luxe will assess its own service fee separately, taking into account services already properly completed, remaining work and applicable consumer law.
A Provider’s decision to decline or change treatment does not automatically mean DD Luxe has failed to provide its separate concierge service.
7. Where DD Luxe Does Not Provide the Agreed Service
Where DD Luxe’s services fail to comply with an applicable consumer guarantee or contractual obligation, you may have rights and remedies under New Zealand law.
DD Luxe will not use this Refund & Cancellation Policy to deny any statutory rights or remedies that cannot lawfully be excluded.
8. Requesting a Cancellation or Refund
Cancellation, rescheduling and refund requests should be made in writing to:
Email: ddluxetours@gmail.com
Please include:
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Your full name
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The DD Luxe service or package purchased
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Relevant booking or payment information
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The reason for your request
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DD Luxe will acknowledge your request within 5 working days.
Once a refund has been approved and all required information is available, DD Luxe will aim to process it within 10 working days.
Your bank or card provider may require additional processing time before refunded funds appear in your account.