Refund policy

Returns & Refunds Policy

Last updated: August 11, 2025

1) Nature of our service (Intermediary)

The Vault Marbella Club (“TVMC”, “we”, “us”) acts solely as an intermediary between the client and independent service providers (restaurants, clubs, beach clubs, yachts, private jets, vehicles, villas, event venues, etc.). The service contract is formed between you and the provider. TVMC is not a party to that contract and does not assume any obligation to refund amounts charged by the provider.

2) Bookings, payments & confirmations

By requesting a booking, you authorize TVMC to manage the request with the provider on your behalf. Confirmations are subject to provider availability and provider terms (cancellation policy, deposits, minimum spend, dress code, schedules, weather/operational constraints, etc.). TVMC may charge non-refundable service/concierge fees and/or collect deposits to secure a reservation.

3) Cancellations & changes

Cancellations or changes must be requested in writing to TVMC; we will pass them to the provider. Provider policies (deadlines, penalties, deposit retention, minimum spend, etc.) will apply. If a refund is approved by the provider, the provider will issue the refund via the original payment method. TVMC service/concierge fees are non-refundable.

4) No-show & late arrival

No-shows or delays that prevent service delivery may be charged up to 100% and/or deposits retained by the provider according to their policy. TVMC does not refund amounts for no-shows.

5) Provider changes, substitutions or cancellations

Providers may modify or cancel for operational, safety, weather or force-majeure reasons. TVMC will seek re-accommodation or alternatives. Any eligible refund will be issued by the provider per their terms.

6) Refunds & monetary returns

TVMC does not process or assume refunds for services rendered or charged by providers. Any refund request must be addressed to the provider. TVMC will facilitate communication only. If TVMC collected funds on behalf of a provider, TVMC will only process a refund upon the provider’s explicit written authorization.

7) Additional charges, damage & conduct

Charges for damage, extra consumption, extraordinary cleaning, overtime, penalties, or breaches are the client’s responsibility toward the provider. TVMC may hold or administer deposits/guarantees at the provider’s request.

8) Taxes & invoicing

The provider issues the invoice for the service and applies applicable taxes. TVMC issues invoices only for its service/concierge fees, where applicable.

9) Complaints & assistance

For day-of-service issues, contact the provider on site and notify TVMC immediately so we can assist. Post-service complaints should be sent in writing within 48 hours. TVMC will forward them to the provider.
Contact: thevaultmarbella@gmail.com

10) Chargebacks

Unfounded chargebacks may lead to account restrictions and recovery of fees/penalties incurred. Please use the above complaint process first.

11) Governing law & jurisdiction

Spanish law applies. The parties submit to the courts of Málaga (Spain), without prejudice to any mandatory consumer rights.

12) Consumer rights

Nothing in this policy limits rights that cannot be waived under applicable consumer protection laws.