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Refund Policy

Last Updated: January 15, 2025

1. General Policy Overview

This Refund Policy applies to all services provided by Noirluxe Agency, including but not limited to:

• Fashion runway modeling services
• Commercial and advertising campaigns
• Editorial and magazine photoshoots
• Brand ambassador services
• Event and promotional modeling
• Model development and training programs

Please read this policy carefully before booking our services. By making a booking, you acknowledge and agree to these refund terms.

2. Booking Deposits and Advance Payments

2.1 Deposit Requirements

All bookings require a non-refundable deposit to secure the date and confirm the reservation:

• Standard Bookings: 30% deposit of total booking fee
• High-Demand Periods: 50% deposit (fashion weeks, major events)
• Long-Term Contracts: Deposit terms specified in individual agreements
• Training Programs: 100% payment required at registration

2.2 Non-Refundable Deposits

3. Cancellation Policy

3.1 Client-Initiated Cancellations

Cancellations must be submitted in writing via email to [email protected]. The following cancellation fees apply based on timing:

Notice Period	Cancellation Fee	Refund Amount
More than 30 days before event	Deposit only (30-50%)	Remaining 50-70%
15-30 days before event	50% of total booking fee	Remaining 50%
7-14 days before event	75% of total booking fee	Remaining 25%
Less than 7 days before event	100% of total booking fee	No refund
Same day / No-show	100% + additional fees	No refund

3.2 Exceptions to Cancellation Fees

Reduced or waived cancellation fees may be considered in cases of:

• Force Majeure: Natural disasters, pandemics, government restrictions
• Medical Emergencies: With appropriate documentation
• Rescheduling: If booking is rescheduled within 60 days (subject to availability)

All exception requests must be submitted in writing with supporting documentation for review.

4. Agency-Initiated Cancellations

4.1 Full Refund Circumstances

You will receive a full refund if we cancel your booking due to:

• Model unavailability due to illness or emergency
• Inability to provide a suitable substitute model
• Agency operational issues or closure
• Force majeure events affecting our ability to provide services

4.2 Substitute Models

If the originally booked model becomes unavailable, we will:

• Offer a substitute model of comparable experience and suitability
• Provide full details and portfolio of the substitute for your approval
• Offer a full refund if no acceptable substitute is available
• Not charge any additional fees for reasonable substitutions

5. Service Modifications and Changes

5.1 Client-Requested Changes

Changes to confirmed bookings may incur fees depending on timing and nature of changes:

• Date/Time Changes: Subject to availability; may incur 10-25% modification fee
• Location Changes: Additional travel costs apply
• Scope Changes: Additional services billed separately; reduced services may not receive refunds
• Model Changes: No additional fee if within same pricing tier

5.2 Agency-Requested Changes

If we need to modify booking details:

• We will communicate changes as soon as possible
• You may accept changes or request a full refund
• No cancellation fees apply for agency-initiated changes

6. Service Quality and Performance Issues

6.1 Complaint Procedure

If you are dissatisfied with our services, you must:

• Report issues immediately during the booking or within 24 hours of completion
• Provide specific details and evidence (photos, videos, witness statements)
• Submit complaints in writing to [email protected]
• Allow us reasonable opportunity to investigate and resolve the issue

6.2 Refund Eligibility for Quality Issues

Partial or full refunds may be considered if:

• Model failed to appear without reasonable notice
• Model arrived significantly late without valid reason
• Model engaged in unprofessional conduct
• Services provided materially differed from what was agreed
• Model was unprepared or unsuitable despite proper briefing

Refunds will NOT be provided for:

• Subjective preferences or creative differences
• Issues arising from inadequate client briefing
• External factors beyond our control (weather, venue issues)
• Complaints made more than 48 hours after service completion

7. Training and Development Programs

7.1 Model Training Courses

For model development and training programs:

• Full Payment Required: 100% payment due at registration
• Cancellation Before Start: 50% refund if cancelled 14+ days before course start
• Cancellation After Start: No refunds once training has commenced
• Course Postponement: May transfer to future session within 6 months
• Medical Withdrawals: Case-by-case review with documentation

7.2 Workshop and Seminar Events

• Refunds available up to 7 days before event (minus 20% administrative fee)
• No refunds within 7 days of event
• Tickets may be transferred to another person with notification

8. Refund Processing

8.1 Refund Methods

Approved refunds will be processed using the original payment method:

• Credit/Debit Card refunds: 5-10 business days
• Bank transfer refunds: 7-14 business days
• PayPal refunds: 3-5 business days

8.2 Refund Timeline

• Refund requests reviewed within 3-5 business days
• Approved refunds processed within 5-7 business days
• Total timeframe including bank processing: 10-21 business days
• You will receive email confirmation when refund is processed

8.3 Administrative Fees

All refunds may be subject to a 3-5% administrative and processing fee to cover:

• Payment processor transaction costs
• Bank transfer fees
• Administrative handling

9. Special Circumstances

9.1 Weather and Environmental Conditions

For outdoor bookings affected by weather:

• Client may reschedule within 30 days without penalty (subject to availability)
• If rescheduling not possible, deposit may be forfeited but remaining balance refunded
• Extreme weather decisions made jointly with client safety as priority

9.2 Venue and Third-Party Issues

If booking cannot proceed due to venue or third-party problems:

• We are not liable for third-party failures
• Full refund provided if alternative arrangement cannot be made
• Clients encouraged to verify venue bookings independently

9.3 Technical Issues

For digital or virtual modeling services:

• Technical difficulties resulting in service failure: full refund or reschedule
• Client-side technical issues: no refund unless reasonable accommodation attempt failed
• Partial service delivery: proportional refund considered

10. Long-Term Contracts and Retainers

10.1 Contract Termination

For ongoing representation or retainer agreements:

• Termination terms specified in individual contracts
• Typically 30-90 days notice required
• Prorated refunds for unused services (minus breakage fees)
• Early termination fees may apply

10.2 Brand Ambassador Agreements

Long-term brand partnerships:

• Governed by specific contract terms
• Refunds handled on case-by-case basis
• Performance milestones and payment schedules outlined in agreements

11. Disputes and Escalation

11.1 Dispute Resolution Process

1. Initial Contact: Email complaint to [email protected]
2. Investigation: We review complaint within 3-5 business days
3. Response: Proposed resolution communicated to client
4. Negotiation: Good faith discussion to reach mutual agreement
5. Escalation: If unresolved, matter may proceed to mediation or legal channels

11.2 Mediation

Both parties agree to attempt mediation before pursuing legal action. Mediation costs shared equally unless otherwise agreed.

12. Exclusions and Limitations

13. Payment Disputes and Chargebacks

If you initiate a chargeback or payment dispute:

• Please contact us first to resolve the issue
• Chargebacks incur additional administrative fees ($50-$100)
• We will provide documentation to payment processors regarding services rendered
• Unjustified chargebacks may result in legal action
• Future services may be declined if chargeback history exists

14. Contact Information for Refund Requests

To request a refund or discuss cancellation:

• Email: [email protected] (Primary method)
• Phone: +444904494945 (Business hours: 9 AM - 6 PM GST, Sunday-Thursday)
• Written Notice: Noirluxe Agency, Flat 12g Chris Landing, Hunterburgh BS6 9HE

Include in your refund request:

• Booking reference number
• Date of service
• Reason for refund request
• Supporting documentation (if applicable)
• Preferred refund method

15. Policy Updates

Noirluxe Agency reserves the right to modify this Refund Policy at any time. Changes will be effective immediately upon posting on our website. Your continued use of our services after changes constitutes acceptance of the updated policy. Bookings are subject to the policy in effect at the time of booking.

16. Governing Law

This Refund Policy is governed by the laws of the United Arab Emirates. Any disputes arising from this policy shall be subject to the exclusive jurisdiction of the courts of Dubai, UAE.

17. Acknowledgment

By booking services with Noirluxe Agency, you acknowledge that you have read, understood, and agree to this Refund Policy. This policy forms part of your service agreement with us.

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