Charlotte to Paris: Terms of Service

Customer Service & Returns Policies

Purchase & Order Fulfillment Process

Purchase Email Confirmation

Customers will receive an automated purchase confirmation email upon successful completion of a purchase transaction on the Charlotte to Paris website. If you do not receive a purchase confirmation email, please double-check any sub-folders in your inbox (including promotions, updates, and spam folders). If you need further assistance, please contact lauren@charlottetoparis.com. Please expect a response within two business days.

Digital Products: Fulfillment Email Notification

Customers will also receive a fulfillment email when their product has been digitally delivered.

Digital Products (e.g. Guidebooks): customers will receive a fulfillment email to the same email address as the purchaser within 15 minutes of purchase. This email will include a download link for the digital product. If you do not receive a fulfillment email within 15 minutes of the purchase of a digital product, please double-check any sub-folders in your inbox (including promotions, updates, and spam folders). If you need further assistance, please contact lauren@charlottetoparis.com. Please expect a response within two business days.

Terms of Service:
Digital Products & Gift Cards

Product Return Policy

Digital Products (Guidebooks): Due to the nature of digital products, it is not possible to return a digital guidebook. If you are unhappy with your digital products (e.g. your guidebook), please email within 7 days of purchase. See Refunds policy below.

Gift Cards: Gift Card sales are final - Gift Cards are not refundable nor returnable.

Product Refunds

Digital Products (Guidebooks): Digital Guidebooks are not refundable. However, Charlotte to Paris will work to determine if a different digital product or shop credit is suitable in lieu of a refund. Requests for replacement or shop credit for digital products (Guidebooks) will be reviewed and authorized by Charlotte to Paris on a case-by-case basis. If you are unhappy with your digital products, please email within 7 days of the purchase date. Please allow up to 7 days for processing the replacement or shop credit.

Gift Cards: Gift Card sales are final - Gift Cards are not refundable nor returnable.

Product Satisfaction Policy

If you are not pleased with your Digital Guidebook, there is a seven-day window from the date of purchase to notify Charlotte to Paris about the situation. Notification must be done via email within 7 days of the purchase date.

Terms of Service:
Bespoke Travel Planning Services (Bespoke Explorer Packages)

Bespoke Travel Planning Services: Refund Policy

Custom travel planning services are fully refundable within five (5) days of purchase.

Custom travel planning services are 50% refundable within ten (10) days of purchase. After this period, travel planning services are not refundable.

Bespoke Travel Planning Services: Satisfaction Policy

If you are not pleased with your Bespoke Custom Guidebook, there is a seven-day window from the date of service to notify Charlotte to Paris about the situation. Notification must be done via email within seven (7) days of the Bespoke Custom Guidebook delivery date.

Providing an updated Bespoke Custom Guidebook or travel advising session is assessed on a case-by-case basis if Charlotte to Paris is made aware via email within seven (7) days of the Bespoke Custom Guidebook delivery date.

If you are unhappy with your Bespoke Travel Planning Service, please send an email to discuss refunds based on the schedule outlined above.

Terms Of Service:
Travel Advising Sessions

Travel Advising Sessions: Reservation and Rescheduling Policies

Appointment Reservation Policy

Travel Advising Sessions are reserved through the Charlotte to Paris scheduling page. Payment for all Travel Advising Session appointments is required in order to reserve the appointment.

Rescheduling Policy

If you need to reschedule your Travel Advising Session appointment, please use the rescheduling link in your appointment confirmation email to complete this process.

You may reschedule your appointment up to 8 hours in advance. Please note that rescheduling is subject to availability.

Multiple Reschedules: You can move your appointment again, as long as you reschedule within at least 8 hours of your new appointment’s start time.

If you need to reschedule within 8 hours or less of your appointment start time, your appointment is considered cancelled, and your appointment is non-refundable due to late cancellation. You will need to rebook another Travel Advising Session and pay the session fee to book another appointment.

Travel Advising Sessions: Refund & Cancellation Policy

Travel Advising Sessions are fully cancellable and refundable within 24 hours of purchase.
Travel Advising Sessions are cancellable and 50% refundable after 24 hours of purchase, up to 24 hours before your appointment start time.

Rescheduling is possible up to 8 hours in advance: see the Rescheduling Policy above.
Late Cancellations: Cancellation of your appointment within 24 hours is considered a late cancellation and is non-refundable.
Late Reschedules: if you need to reschedule within 8 hours or less of your appointment start time, your appointment is considered cancelled, and your appointment is non-refundable due to late cancellation. You will need to rebook another Travel Advising Session and pay the session fee to book another appointment.

Travel Advising Sessions: No-Show/Late Policy

No-Shows

Charlotte to Paris does not refund or rebook clients who no-show or “no-email” prior to the appointment start time.

Clients who arrive 15 minutes late or more to their scheduled Travel Advising Session appointment time are considered a no-show. Charlotte to Paris reserves the right to end the Zoom session after waiting for 15 minutes past the start of the scheduled Travel Advising Session, and the client will be considered a no-show.

Late Arrivals

Late arrivals are not entitled to a refund nor to additional session time.

Under special circumstances, Charlotte to Paris will rebook the appointment. Please send an email within 7 days.

Travel Advising Sessions: Satisfaction Policy

If you are not pleased with your Travel Advising Session, there is a seven-day window from the date of service to notify Charlotte to Paris about the situation. Notification must be done via email within seven (7) days of the Travel Advising Session appointment date.

Providing a follow-up session is assessed on a case-by-case basis if Charlotte to Paris is made aware via email within seven (7) days of the Travel Advising Session appointment date.

If you are unhappy with your travel advising session, please send an email to discuss re-work or refunds options. Emails must be sent within seven (7) days of the Travel Advising Session appointment date.

If notice is given beyond the seventh day from the time of service, a follow-up session will be considered a NEW Travel Advising Session and must be booked with payment on charlottetoparis.com.

Refund Processing Timeline

Please allow up to 7 days for a response to your refund/replacement request email.

Digital product replacements or credits: please allow up to 7 days for replacement or store credit processing after request authorization.

Bespoke Travel Guidebook Service Refunds: please allow up to 7 days for refund processing after request authorization.

Travel Advising Session Service Refunds: please allow up to 7 days for refund processing after request authorization.

Additional Customer Service Information

Please direct any additional customer service questions, problems, complaints or feedback about your purchase to Lauren Gibson at lauren@charlottetoparis.com. Please expect a response confirming receipt of your email within two business days. Resolution timing will be communicated to you via email based on the case-by-case nature of the request.