Policies

1. How a booking works

You send a request. We go to our partners, then come back to you in writing with a price. Nothing is booked or charged until you accept that quote and pay.

A booking exists once we send you a written confirmation carrying the date, the price and any terms from our partners. Anything before that, including a request, a quote or a held slot, can still change.

What you see on our pages is drawn from public information about the boat, aircraft, vehicle or property. Where a listing shows a price, it is a guide. The final price for your dates, and whether it is free, are confirmed in writing before you pay.

2. Prices and payment

Quotes are in euro and include what we charge for arranging the booking. Payment is by bank transfer to the account on your quote, using your reference so we can match it. We do not take card payments and we do not take cash. There is no membership fee. You only pay for what you book.

Extras you choose on the day, such as drinks at the table or fuel on a longer route, are settled with our partners unless your confirmation says otherwise. Your bank sets any conversion rate and may add a fee, which we neither receive nor control.

3. Cancellations and refunds

Before you pay, you can cancel a request at any time, or simply not accept the quote. Nothing is owed.

After you pay, you are refunded in full until we have committed your money to our partners. Once our partners hold the boat, aircraft, stay, vehicle, table or event for you, their cancellation terms apply, and those terms are on your confirmation before you pay.

Refunds go back to the account the payment came from. We charge nothing to process one. How quickly your bank posts it is outside our control.

4. Your right to change your mind

Consumer law gives 14 days to withdraw from a service bought online, but it excludes accommodation, transport, vehicle hire, catering and leisure services booked for a specific date. That covers almost everything we arrange, so the 14 day right does not apply to those bookings.

Where we arrange something with no fixed date, the right does apply: email us within 14 days and you get your money back. None of this affects your rights when something is wrong with the service itself.

5. When a booking cannot go ahead

Weather, sea state, air traffic restrictions, mechanical failure and government restrictions can stop a booking. Where it cannot safely or lawfully go ahead, you are offered a new date or a refund of what was paid for the part not delivered. Safety decisions rest with the captain, pilot or operator and are final.

6. Your responsibilities

You must be 18 or over and give accurate details for everyone travelling or dining. Some bookings need identification, a licence or a security deposit, and we tell you before you pay.

You are responsible for loss or damage during a booking, including charges our partners apply under their own terms. Book under your own name for a real booking, and do not access the site automatically or scrape it without our written agreement.

7. Our liability

We are responsible for arranging the booking and handling your payment correctly. The service itself is delivered by our partners under their own licences, insurance and conditions, and we are not liable for how they perform it or for indirect loss such as a missed connection.

Nothing here excludes liability for death or personal injury caused by negligence, for fraud, or for anything that cannot lawfully be excluded. Your statutory rights are unaffected.

8. Complaints

Email support@mavoconcierge.com with your booking reference and what went wrong. One email is enough. We answer in writing, and where the problem is our partners' we take it up with them rather than sending you to do it yourself.

If our answer is not good enough you can take the matter to the courts, and your statutory rights are unaffected.