Cancellation & Refund Policy

Because SHAN Club (the "Club", "we", "us", or "our") curates exclusive, bespoke itineraries that involve reserving custom assets—including private villa buyouts, chartered yachts, helicopter charters, and private guides—standard automated travel cancellation terms do not apply.

When booking an experience through the Club, the terms of cancellation, refundability, and modification are dictated directly by the third-party providers (hotels, charter lines, local operators, collectively "Suppliers") and are clearly stated in your custom Travel Agreement or invoice. This policy serves as the core framework for managing cancellations and refunds.

2.1 Bespoke Bookings

Unless otherwise specified in your booking confirmation:

1. Deposits: All initial deposits paid to secure bespoke villas, yachts, flights, or high-value reservations are strictly non-refundable and non-transferable.
2. Final Balance: Once the final payment or balance has been processed (typically sixty (60) days prior to the start of the experience), the entire booking is non-refundable in the event of cancellation by the Member.
3. No-Shows: If you fail to arrive at a confirmed property or check in for a scheduled transport service, no refund will be issued, and your booking will be canceled in full.

2.2 Standard or Boutique Hotel Bookings

For certain hotel-only arrangements secured through our priority concierge rates, cancellation terms will follow the specific hotel brand's standard cancellation policy (e.g., free cancellation up to 72 hours prior to arrival). The cancellation window and terms will be visible on your reservation dashboard.

Certain reservation components are designated as non-refundable and non-modifiable immediately upon confirmation:

• Private Event Access: Tickets, invitations, and entrance credentials for exclusive events, private gallery viewings, or fashion showcases.
• Aviation and Charters: Private jet charters, helicopter transfers, and specific luxury yacht bookings.
• Peak Season Bookings: All bookings scheduled during national holidays, Christmas, New Year, or peak seasonal festivals.

In the event that you need to alter or cancel a confirmed itinerary:

1. Written Notification: You must submit your request in writing directly to the SHAN Concierge at [email protected]. The cancellation date is defined as the business day on which we receive your written notice.
2. Active Representation: The SHAN Concierge acts as your representative. If you must cancel, we will actively negotiate with the relevant Suppliers to recover deposits, waive cancellation fees, or convert the booking into travel credits or vouchers for future SHAN experiences. However, we cannot guarantee that the Supplier will agree to these concessions.
3. Modification Fees: If a modification is approved by the Supplier, you will be responsible for any additional costs, price differences, or administrative fees charged by the Supplier, plus any applicable SHAN concierge handling fees.

5.1 Timeframes

Where a refund is authorized by a Supplier or under these terms:

• SHAN Club will process the refund to your original payment method within fourteen (14) business days of receiving the cleared funds from the Supplier.
• Depending on your financial institution or credit card provider, the refunded amount may take an additional three (3) to ten (10) business days to reflect in your account.

5.2 Banking and Currency Charges

All refunds are processed in the currency of the original transaction. SHAN Club shall not be held liable for:

1. Losses incurred due to fluctuations in foreign exchange rates between the time of purchase and the time of refund.
2. Intermediary wire transfer fees, international processing fees, or bank charges levied by your card issuer.

All membership initiation fees and recurring membership dues are non-refundable. If you cancel your membership mid-term, you will retain your membership privileges until the end of your billing cycle, and no pro-rata refunds will be provided.

This policy is governed by the laws of Singapore. Any disputes arising from cancellations, refunds, or transaction chargebacks shall be resolved through binding arbitration administered by the Singapore International Arbitration Centre (SIAC) in accordance with the provisions outlined in Section 11 of the Terms of Service.

For questions or to request a cancellation or refund, please contact:

SHAN Concierge Desk Email: [email protected] Portal: shan.club (Member Inquiry Desk)

Note: In alignment with our commitment to member privacy and security, physical addresses and local telephone hotlines are reserved exclusively for registered members and are accessible via the secure member dashboard or by contacting the Concierge directly.