Cancellation Policy

01 — VIV Trip Pass

The VIV Trip Pass coordination fee is non-refundable once purchased. The Trip Pass grants access to VIV Privé coordination services for a single stay and does not guarantee the availability of any specific vendor, activity, or experience.

If exceptional circumstances prevent your travel (documented medical emergency, natural disaster, or government travel restriction), please contact us at contact@vivprive.com and we will review your situation individually.

02 — Activity & Experience Bookings

VIV Privé collects a coordination fee at the time of booking. This fee is non-refundable once the booking is confirmed.

The balance for vendor services is paid directly to the vendor on the day of service. Refund eligibility for vendor balances is governed entirely by each vendor's individual cancellation policy, which VIV Privé will communicate to you at the time of booking.

03 — Vendor Cancellation Windows

Cancellation windows vary by vendor and service type. As a general guide:

Boat charters and private experiences: 48–72 hours notice typically required for a full vendor refund. Cancellations within 24 hours are generally non-refundable.

Restaurant reservations: 24 hours notice typically required. Same-day no-shows may incur a no-show fee charged directly by the venue.

Wellness and private chef services: 48 hours notice typically required.

The specific cancellation terms for your booking will be communicated by VIV Privé at the time of confirmation.

04 — Cancellations Initiated by Vendors

In the event that a vendor cancels or is unable to fulfil a confirmed booking, VIV Privé will notify you promptly and make reasonable efforts to arrange an alternative of comparable quality and value at no additional coordination fee.

Where no suitable alternative is available, any prepaid vendor amounts will be refunded in full. VIV Privé's coordination fee remains non-refundable in this circumstance.

05 — How to Cancel

To cancel a booking, contact VIV Privé through the concierge interface or by emailing contact@vivprive.com as early as possible. Please include your booking reference and the date of the experience.

VIV Privé will confirm receipt of the cancellation request and communicate any applicable refund timeline from the vendor.

06 — Refund Processing

Where a refund is due, it will be processed to the original payment method within 5–10 business days, depending on your card issuer. VIV Privé has no control over the processing time once the refund has been initiated.

07 — Force Majeure

VIV Privé and its vendors are not liable for cancellations caused by circumstances beyond their reasonable control, including but not limited to natural disasters, severe weather, government orders, strikes, or other force majeure events. In such cases, VIV Privé will work with vendors to secure the best available outcome for affected guests.