Cancellation & Refund Policy

All request notifications regarding service cancellations or schedule modifications must be submitted via email to [email protected] or through your assigned Resident Butler. Cancellation timing is officially recorded based on the UTC+7 timestamp when our Concierge desk receives your request.

For standard luxury stays, private charters, and curated travel experiences:

• 30 days or more before departure: 10% administrative and partner commitment fee.
• 15 to 29 days before departure: 30% service fee.
• 7 to 14 days before departure: 50% service fee.
• 3 to 6 days before departure: 80% service fee.
• Within 48 hours of departure or No-Show: 100% non-refundable fee.

(Note: Certain bespoke private jet charters, holiday peak-period villa buyouts, or high-tier Privé drops are governed by non-refundable vendor deposit rules communicated prior to booking confirmation).

1. Requests for date modifications or passenger name changes are subject to provider availability and tariff differential fees.
2. In cases where service rescheduling is approved by the operating property or charter operator, any price differences will be settled prior to reissue.

Eligible refund balances will be credited to the original payment method or returned to the customer's X-Pay Sovereign Wallet within 7 to 14 business days following confirmation.

In events of extreme weather, typhoons, national airspace closures, or government travel restrictions, SHAN Voyage and Trip Express will facilitate immediate re-routing, alternative stay reservations, or full credit vouchers without penalty fees.