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Refund Policy

Last Updated: March 15, 2026

1. Overview

This Refund Policy outlines the terms and conditions under which Auravelle ("Agency," "we," "us," "our") processes refunds for services and payments. This policy is incorporated into and should be read in conjunction with our Terms & Conditions and Privacy Policy.

By making a payment to Auravelle, you acknowledge that you have read, understood, and agreed to this Refund Policy.

2. Services Covered by This Policy

This Refund Policy applies to the following services:

2.1 Model Booking Services

• Client payments for confirmed model bookings
• Deposits for securing model availability
• Additional expenses and charges related to bookings

2.2 Optional Paid Services

• Professional portfolio photography sessions
• Career development workshops and training programs
• Premium portfolio website services
• Professional styling and makeup services
• Social media strategy consultations
• Composite card printing and production

2.3 Event Tickets and Registrations

• Fashion show attendance tickets
• Industry networking events
• Educational seminars and conferences

3. Commission-Based Representation

Commission earned from completed bookings is non-refundable as it represents services already rendered (model representation, marketing, booking coordination, and client management).

4. Model Booking Refunds

4.1 Cancellation Timeframes and Refunds

Cancellation Timing	Refund Amount	Processing Time
More than 14 days before booking	100% refund (minus processing fees)	5-7 business days
7-14 days before booking	50% refund	5-7 business days
Less than 7 days before booking	No refund	N/A
Same-day cancellation or no-show	No refund + potential additional charges	N/A

4.2 Force Majeure and Emergency Cancellations

In cases of genuine emergencies or force majeure events beyond client control, including but not limited to:

• Natural disasters affecting the scheduled location
• Government-mandated restrictions or lockdowns
• Sudden illness or hospitalization (with medical documentation)
• Death in the immediate family
• Major transportation disruptions

We will work with clients to:

• Reschedule the booking to a mutually convenient date
• Apply payment to alternative services
• Process a partial or full refund on a case-by-case basis

Documentation supporting the emergency must be provided within 48 hours of the scheduled booking.

4.3 Model Unavailability

If a confirmed model becomes unavailable due to:

• Illness or injury
• Emergency situations
• Agency error or double-booking

Clients are entitled to:

• 100% refund of all fees paid, OR
• Replacement with a comparable model at no additional charge, OR
• Credit toward future bookings equal to 110% of the original fee

5. Optional Services Refunds

5.1 Portfolio Photography Sessions

Before the Scheduled Session:

• Cancellation more than 72 hours before: 100% refund minus 10% administrative fee
• Cancellation 24-72 hours before: 50% refund
• Cancellation less than 24 hours before: No refund

After the Session:

Once a photography session has been completed, refunds are not available. However, we will work to address any legitimate quality concerns through:

• Additional retouching or editing at no charge
• Reshoot opportunities for technical failures (equipment malfunction, lighting issues)
• Credit toward future sessions if quality does not meet professional standards

5.2 Workshops and Training Programs

• More than 14 days before event: 100% refund minus 15% administrative fee
• 7-14 days before event: 50% refund or full credit toward future workshops
• Less than 7 days before event: No refund, but may transfer ticket to another person
• After event has begun: No refund under any circumstances

5.3 Digital Services

For digital services such as premium portfolio websites or social media consultations:

• Refunds available only within 48 hours of purchase if no work has commenced
• Once work has begun, refunds are not available
• Unsatisfactory results will be addressed through revisions rather than refunds
• Technical failures on our part will result in full refunds or complimentary rework

5.4 Physical Products

For printed materials such as composite cards or promotional materials:

• Refunds available within 7 days if products are defective or incorrect
• Products must be returned in original condition
• Custom printed items are generally non-refundable unless defective
• Errors caused by client-provided content are not eligible for refunds

6. Refund Request Process

6.1 How to Request a Refund

To request a refund, follow these steps:

1. Submit a written request to [email protected] within the applicable timeframe
2. Include the following information:
   • Your full name and contact information
   • Invoice or booking reference number
   • Date of original payment
   • Amount paid
   • Detailed reason for refund request
   • Supporting documentation (if applicable)
3. Allow processing time: We will review your request within 3-5 business days
4. Await decision: You will receive written notification of approval or denial

6.2 Review and Approval

All refund requests are reviewed individually. Factors considered include:

• Compliance with cancellation timeframes
• Reason for refund request and supporting documentation
• Whether services have been partially or fully rendered
• Previous refund history and account standing
• Terms specified in individual service agreements

6.3 Processing Approved Refunds

Approved refunds will be processed as follows:

• Credit card payments: Refunded to original payment method within 7-10 business days
• Bank transfers: Processed within 5-7 business days after receiving bank account details
• Cash payments: Available for pickup or processed via bank transfer
• Third-party payment platforms: Processed according to platform policies (typically 5-10 business days)

Please note that while we process refunds promptly, the time for funds to appear in your account depends on your financial institution and may take additional days.

7. Non-Refundable Items and Services

The following are explicitly non-refundable under all circumstances:

7.1 Completed Services

• Bookings that have been fulfilled as agreed
• Photography sessions that have been completed
• Consultations that have taken place
• Workshops or events that have been attended
• Digital products that have been delivered

7.2 Commission and Agency Fees

• Commission earned on completed bookings
• Management fees for representation services rendered
• Marketing and promotional expenses incurred on your behalf

7.3 Third-Party Services

• Services provided by external vendors (photographers, makeup artists, etc.)
• Travel or accommodation expenses that cannot be cancelled
• Permits or location fees that have been paid

7.4 Change of Mind

• Refunds will not be granted simply due to change of mind after services have commenced
• Dissatisfaction with results that meet professional standards
• Personal circumstances unrelated to our service quality

8. Partial Refunds

Partial refunds may be issued in circumstances including:

• Service quality issues that do not warrant full refund but require compensation
• Partial completion of services before cancellation
• Minor defects in products or services that can be partially remedied
• Disputed charges where partial responsibility is acknowledged

Partial refund amounts are determined on a case-by-case basis and are at the Agency's discretion.

9. Credits and Alternative Compensation

9.1 Service Credits

In lieu of monetary refunds, we may offer service credits that:

• Can be applied to future bookings or services
• Are typically valid for 12 months from issue date
• May be worth more than the original refund amount (bonus credit)
• Are non-transferable unless otherwise specified

9.2 Rescheduling and Rebooking

We encourage rescheduling rather than cancellation when possible. Benefits include:

• No cancellation fees when rescheduling within policy timeframes
• Flexibility to choose alternative dates within a reasonable period
• Preservation of original pricing even if rates have increased

10. Dispute Resolution

10.1 Internal Review

If you disagree with a refund decision:

1. Request a review by submitting additional information to [email protected]
2. A senior manager will review the case within 5 business days
3. You will receive a detailed written response with final decision

10.2 Escalation

If internal review does not resolve the matter:

• You may file a formal complaint with Hong Kong consumer protection agencies
• Mediation services may be engaged at mutual agreement
• Disputes may proceed to arbitration or legal action as outlined in our Terms & Conditions

11. Fraudulent Refund Requests

We take fraudulent refund requests seriously. Actions we may take include:

• Denying refund requests determined to be fraudulent
• Terminating business relationships with offending parties
• Reporting fraudulent activity to appropriate authorities
• Pursuing legal action to recover losses
• Sharing information with industry fraud prevention databases

12. Chargebacks and Payment Disputes

12.1 Chargeback Policy

If you initiate a chargeback or payment dispute with your bank or credit card company:

• We will provide all documentation to defend legitimate charges
• Services may be suspended pending dispute resolution
• If chargeback is found unjustified, you will be liable for all costs including legal fees
• Repeated unjustified chargebacks may result in termination of services

12.2 Contact Us First

We strongly encourage contacting us directly before initiating chargebacks. Most issues can be resolved quickly and amicably through direct communication.

13. Special Circumstances

13.1 Medical Emergencies

For medical emergencies affecting models or clients:

• Documentation from licensed medical professionals required
• Full refunds or rescheduling available with proper documentation
• Privacy and confidentiality maintained for all medical information

13.2 Government Restrictions

If government orders, travel restrictions, or mandatory lockdowns prevent service delivery:

• Bookings will be rescheduled to mutually agreeable dates
• Full refunds available if rescheduling is not possible
• Credits may be offered with bonus value for future bookings

13.3 Agency Errors

If refunds are required due to Agency mistakes or failures:

• Full refunds processed immediately
• Additional compensation may be offered for significant inconvenience
• Steps taken to prevent recurrence of the issue

14. Currency and Exchange Rates

For international transactions:

• Refunds are processed in the original payment currency
• Exchange rate fluctuations may result in variations from original amount
• Currency conversion fees are the responsibility of the customer
• We are not responsible for losses due to exchange rate changes

15. Tax Implications

Refunds may have tax implications:

• Consult your tax advisor regarding refund tax treatment
• We will provide documentation for refunds as required
• Tax paid on original transaction may not be automatically refunded
• Different tax rules may apply to different service types

16. Changes to Refund Policy

Auravelle reserves the right to modify this Refund Policy at any time. Changes will be effective upon:

• Posting updated policy on our website
• Updating the "Last Updated" date
• Notifying registered users of material changes

Refund requests will be evaluated under the policy in effect at the time of the original transaction.

17. Contact Information

For questions about this Refund Policy or to request a refund, please contact us:

Auravelle
Address: 97 Nut Nan Shun Village Ai Fau So, Hong Kong
Phone: +67548377116
General Email: [email protected]
Refund Requests: [email protected]
Registration Number: 44389102

Business Hours:

• Monday - Friday: 9:00 AM - 6:00 PM (Hong Kong Time)
• Saturday: 10:00 AM - 4:00 PM (Hong Kong Time)
• Sunday: Closed

Response time for refund inquiries: 1-3 business days

18. Acknowledgment

By making a payment to Auravelle, you acknowledge that:

• You have read and understood this Refund Policy
• You agree to the terms and conditions outlined herein
• You understand which services are refundable and under what circumstances
• You will follow the proper procedures for requesting refunds

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