Refund Policy

Payment Structure

CCP engagements generally use a two-payment structure: 50% is paid to begin the engagement and the remaining 50% is due upon completion of the applicable service. White Glove Concierge is paid $998 to begin and $1,497 once the client has the keys and the engagement is complete.

The Initial Payment is addressed in the CCP Bylaws. This Refund Policy primarily explains when the Completion Payment remains due, when CCP may waive it, and how pauses or early termination are handled.

The 60-Day Active Engagement

The standard CCP engagement period is 60 days of active service, subject to the applicable service.

Depending on the service, an engagement may conclude earlier when the relevant transaction or service is completed.

Examples include:

• Buying: 60 days or until the vehicle is obtained, whichever occurs first.
• Selling: 60 days or until the vehicle is sold, whichever occurs first.
• Buying + Trade-In: 60 days or until the applicable purchase and sale/trade process is completed, whichever occurs first.

CCP may extend an engagement when additional active work would reasonably benefit the Client.

The 60-day period is a standard active-service period, not a guarantee that a particular vehicle or transaction will be completed within that period.

Completion, Refunds & Fee Waivers

CCP's approach is straightforward: if we provide the service we committed to provide, the applicable Completion Payment remains due. If we materially fail to provide the agreed service, CCP may waive the Completion Payment.

A Completion Payment generally remains due where CCP has materially performed the contracted service even if:

• The Client does not find a vehicle they consider suitable;
• The Client decides not to purchase;
• The Client changes direction;
• The Client changes preferences or budget;
• A desired vehicle becomes unavailable;
• A dealership or seller declines to negotiate;
• Market pricing changes;
• A vehicle does not pass an independent inspection;
• The Client independently finds another vehicle; or
• The Client decides to postpone the transaction.

These circumstances may affect the transaction outcome but do not, by themselves, mean that CCP failed to perform its service.

When CCP May Waive the Completion Payment

CCP may waive the Completion Payment where there has been a material failure attributable to CCP, including circumstances where:

• CCP has been materially unresponsive;
• CCP has not provided the substantive scope of service agreed upon;
• CCP has materially failed to perform the engagement; or
• Another circumstance warrants a waiver based on the service actually provided.

Isolated delays caused by dealerships, sellers, buyers, market conditions, weekends, holidays or circumstances outside CCP's reasonable control do not, by themselves, constitute a failure of CCP service.

CCP may also review exceptional circumstances individually.

Pause, Early Closure & Termination

A Client may request that an engagement be paused or discontinued.

If an engagement is paused, CCP may confirm how the pause affects the engagement timeline.

Ending an engagement early does not automatically create a refund or eliminate amounts already earned or due.

CCP may discontinue an engagement where continued service is impractical because of circumstances such as repeated non-responsiveness, failure to provide necessary information, abusive conduct or other material operational concerns.