Refund & Cancellation Policy
Refund & Cancellation Policy
This Refund & Cancellation Policy applies to Perenzo service packages, journey deposits, remaining-balance invoices, full-package payments, product purchases, and related services unless a written agreement states otherwise.
General Support Path
If you have questions about a payment, cancellation, rescheduling, refund, credit, or dispute, contact your Perenzo concierge or reply to your Perenzo payment email. Perenzo is the customer-facing support path for Perenzo Concierge Services Packages.
Concierge Services Packages
Perenzo Concierge Services Packages may include coordination services, platform services, provider scheduling assistance, logistics support, language or translation assistance, and other concierge benefits. Independent providers, clinics, hotels, transportation providers, translators, and other vendors may fulfill parts of a package.
Perenzo may incur nonrecoverable costs after a package is scheduled or after vendors/providers are engaged. These costs may include provider fees, clinic fees, logistics costs, administrative coordination costs, payment processing costs, and other third-party costs.
Deposits
Journey or package deposits reserve coordination work and may be applied toward the related Perenzo package. Deposits are generally non-refundable once Perenzo begins package coordination, schedules providers, reserves vendor capacity, or incurs third-party costs.
At Perenzo's discretion, unused deposit value may be applied as a credit toward rescheduling or toward another eligible Perenzo package within 12 months of the original deposit date.
Remaining-Balance and Full-Package Payments
Remaining-balance and full-package payments are reviewed based on timing, services already performed, provider/vendor commitments, nonrecoverable costs, and applicable law. If a cancellation occurs before Perenzo has incurred material provider/vendor costs or performed material coordination services, Perenzo may approve a partial refund or credit.
If Perenzo approves a refund, the refund may be issued to the original payment method where feasible. If original-method refund is not feasible, Perenzo may offer another commercially reasonable refund or credit path.
Rescheduling
Perenzo will make commercially reasonable efforts to support rescheduling when provider availability, logistics, and package constraints allow. Rescheduling may be subject to additional vendor/provider costs, clinic availability, or other third-party terms.
Clinical Services and Provider Changes
Clinical services are provided by independent licensed providers or clinics. Perenzo does not provide medical treatment and does not guarantee provider availability, eligibility approval, clinical outcome, or treatment result.
If a provider or clinic cancels, reschedules, or determines that a service is not appropriate, Perenzo will work with the customer to evaluate available rescheduling, credit, or refund options based on the facts, vendor costs, and applicable law.
Product Purchases
Business or consumer product purchases may be subject to separate product-specific terms. Damaged, defective, or incorrect shipments should be reported promptly and may be handled as fulfillment claims, replacement requests, credits, or refunds at Perenzo's discretion and as required by applicable law.
Disputes
Customers should contact Perenzo before initiating a payment dispute so Perenzo can review the issue and attempt to resolve it. Nothing in this policy limits rights that cannot be waived under applicable law or card network rules.
Questions
Contact your Perenzo concierge directly or reply to your Perenzo payment email.