Consumer Rights

1. An enquiry is not a booking

Sending an enquiry asks us to look into your request. It is not a confirmed booking, it does not guarantee availability, and it does not charge you. See our Terms for the full picture.

2. Clear information before you commit

Before you commit to a service, the key terms should be communicated to you. This includes the price and any applicable taxes, deposits, extras or fees, who will provide the service, and the main conditions that apply. If anything is unclear, please ask us before confirming.

3. Cancellations and changes

Cancellation and change rights depend on the final service that is confirmed and on the supplier who provides it. The applicable terms should be communicated with the offer or booking confirmation. Your mandatory statutory rights are not waived.

4. Withdrawal rights

Some distance or off-premises contracts give consumers a right to withdraw within a set period. However, that right does not apply in the same way to every type of service. EU consumer law contains specific rules and exceptions for certain services, including car rental services where the contract provides for a specific date or period of performance. Other Luvorel services may be subject to different rules depending on their nature and how the contract is concluded.

Whether a withdrawal or cooling-off right applies depends on the specific service and how it is contracted. The final position for each Luvorel service is subject to qualified legal review and will be reflected in the service terms confirmed to you.

5. Supplier-specific terms

Where a service is fulfilled by an independent supplier, that supplier's terms may apply in addition to ours. Requirements such as licence, age, deposit, insurance or eligibility conditions may apply depending on the service, and should be communicated before confirmation.

6. Complaints

If something is not right, please contact us first through the enquiry form on this website or the WhatsApp concierge link in the footer, and we will do our best to help. Your statutory consumer rights are not affected.

7. Alternative dispute resolution

If we cannot resolve a complaint directly, alternative dispute resolution may be available depending on the service and the applicable rules.

A competent alternative dispute resolution body for the final Luvorel operator is yet to be confirmed and should be identified here before commercial launch. The discontinued EU Online Dispute Resolution platform is intentionally not referenced, as it was closed in 2025.