If plans change,
know where you stand.
We arrange and pay for your agreed stays, private chefs, transport and experiences, often well before you arrive. Here is how cancellation works for your confirmed journey.
The earlier you let us know,
the more we can return.
The standard schedule below applies to the full agreed trip price. Your proposal identifies any components with different terms before you pay.
| When we receive your cancellation | Cancellation fee | Refund if fully paid |
|---|---|---|
| 60 days or more | 10% | 90% |
| 30 to fewer than 60 days | 25% | 75% |
| 14 to fewer than 30 days | 50% | 50% |
| Fewer than 14 days | 100% | No refund |
At least 14 full days before your confirmed start: a partial refund under the applicable terms. Fewer than 14 full days: no refund for voluntary cancellation. A day means 24 hours; exactly 14 days (336 hours) falls in the 50% cancellation-fee tier.
No-shows and services you voluntarily leave unused after the journey begins are also non-refundable under this guest-cancellation policy. See below for cancellations by Oro and your rights under applicable law.
Clear amounts.
Clear deadlines.
Your written proposal and booking confirmation bring the itinerary, payment dates and cancellation amounts together.
How your refund is calculated
The cancellation fee is a percentage of the full agreed trip price, not just your deposit. We subtract that fee from the amount you have paid. Your refund cannot exceed your payments or be less than zero. Any payment still due is governed by your agreed booking terms.
For a $10,000 journey with a $5,000 deposit, cancelling 45 days before the start means a $2,500 fee (25% of the trip price) and a $2,500 refund. If the trip is fully paid and you cancel exactly 14 days before the start, the standard refund is $5,000.
Reservations with different terms
Some villas, private chefs, exclusive-use venues or other individually booked services may have different cancellation terms. Before you pay or we make an irreversible reservation, we identify each such component, its price, its non-refundable amount and its cancellation deadlines in your proposal, and obtain your written agreement.
Those agreed terms apply only to the identified component; the standard schedule applies to the remaining trip price. We do not charge the standard fee on that component as well, or deduct the same supplier cost twice. Your proposal shows the combined cancellation amounts so you can decide before paying.
How to cancel
Send written notice to the email address in your booking confirmation, including your booking reference and the lead guest’s name. Cancellation takes effect when we receive your email, not when we reply. We acknowledge receipt within two business days.
Deadlines are measured in full 24-hour periods before the confirmed trip start time. Your confirmation states that start time and the exact cancellation deadlines in Pacific Time (America/Los_Angeles), accounting for daylight saving time. The time you made your booking does not start the 14-day countdown.
When your refund is sent
We issue any refund due to the original payment method within 10 business days of receiving your cancellation, or sooner if required by applicable law. Your bank or payment provider may take additional time to post it. We provide the cancellation calculation in writing.
Changing dates or leaving early
Tell us as soon as possible if you would like to move your journey. A date change depends on availability and supplier agreement; it is not an automatic credit or refund. We confirm any revised price and terms in writing before you accept a change. If the original journey must be cancelled, the applicable cancellation terms apply.
If we cancel or cannot provide agreed services
The guest-cancellation schedule above does not apply when Oro cancels your journey or cannot provide the agreed services. We explain the available options and any refund due in writing. Your rights to refunds for services not provided, and other rights under applicable law, are preserved.
Before you commit
An enquiry is free of any booking commitment. Review your itinerary, full price, payment schedule and cancellation terms before accepting a proposal and paying an invoice. See our booking terms for the complete confirmation process.