Last updated: 28 April 2026
In one sentence
We offer a full refund if your upgrade isn't approved within the processing window stated on the product page, or if there's a clear error on our side. Once a status or benefit has been successfully delivered to your account, the order is non-refundable.
When you'll get a full refund
You're entitled to a full refund (100%, returned to the original payment method) in any of these situations:
⏱️
The upgrade isn't approved within the stated timeframe. Each product page lists a processing time (e.g. "Same day", "7–14 days", "3–6 weeks"). If we can't deliver within that window — for any reason on our side — you can request a full refund.
⚠️
We made an error. We delivered the wrong tier, applied it to the wrong account, or otherwise didn't fulfil what you actually purchased. We'll refund in full or, at your choice, fix it at no additional cost.
🚫
The loyalty programme refuses on our side. If the programme blocks the upgrade for reasons unrelated to your account history (e.g. our supplier's quota is exhausted, the promotion ends early), you get a full refund.
↩️
You change your mind before we start work. If you contact us before we've begun processing your order — typically within 1 hour of payment for "same-day" products, or within 24 hours for longer-processing products — we'll cancel and refund in full.
When refunds aren't available
To keep prices fair for everyone and to prevent abuse, the following are not refundable once the service has started or completed:
✅
Non-refundable The status or benefit has been successfully delivered to your account. Once your loyalty profile reflects the purchased tier, lounge membership, mattress-run nights, or other benefit, the order is considered fulfilled and is non-refundable.
📝
Non-refundable You provided wrong information. If the upgrade fails because of an incorrect loyalty number, mismatched name, or details that don't match the programme's records, we can fix it for a small re-processing fee but cannot refund the original order.
🛑
Non-refundable Your loyalty account is suspended or closed by the programme. If the programme penalises your account for reasons unrelated to our service (suspected mileage fraud on a different transaction, ToS violations, account closure for inactivity, etc.), the order is non-refundable.
📅
Non-refundable The validity window has elapsed. Time-bound products (e.g. "6 months of MMP rates") are non-refundable once the validity period has started counting down, even if you didn't use the benefit.
🔁
Case by case Force majeure. Events beyond our reasonable control (programme-wide changes by the loyalty operator, emergency policy revisions, sanctions, etc.) are reviewed individually. Where the disruption is on our supplier's side and the upgrade hasn't yet been delivered, we'll typically refund in full.
How to request a refund
- Contact us within the timeframes above — we recommend WhatsApp for fastest resolution.
- Include your Order ID (it was in the confirmation email from orders@luxuryascent.com) and a brief description of the issue.
- We'll review within 2 business days and reply with our decision. If approved, refunds are issued to the original payment method.
- Funds clear within 5–10 business days depending on your card issuer or PayPal. We'll send confirmation as soon as we've initiated the refund on our side.
Partial refunds
Where part of an order has been delivered (e.g. some elite nights credited but not the full quantity), we may offer a partial refund proportionate to the undelivered amount, at our discretion. We'll always confirm the amount with you before processing.
Chargebacks
Please contact us before initiating a chargeback or PayPal dispute. Almost every refund request is resolved faster directly with us than through a payment-provider dispute. Initiating a chargeback while we're investigating in good faith may slow resolution and, where the order was successfully delivered, will be contested by us with evidence of fulfilment.
Statutory rights
Nothing in this policy affects your statutory rights as a consumer under UK or EU consumer-protection law. Where those rights conflict with this policy, statutory rights prevail.
Questions