Complaints Policy
Introduction
This policy explains how NCG Experience manages complaints about our services.
We value your feedback and commit to fair resolution of all issues.
How to Submit a Complaint
You can submit complaints through email at info@ncgexperience.com or call us at +1 (800) 929-7193.
Please provide your contact details and a clear description of the issue.
Response Time
We will acknowledge your complaint within 24 hours. Our team will provide an initial response within 48 hours.
Complex issues may require additional time for full resolution.
Required Information
Please include your name, contact information, service details, date of service, location, and specific concerns.
Photos or documents that support your complaint will help us investigate the issue.
Investigation Process
Our team will review all information provided.
We will contact relevant service partners if needed. This includes yacht operators, jet services, villa owners, or other service providers involved in your booking.
Resolution Timeline
Simple complaints receive resolution within 5 business days. Complex issues involving multiple service providers may take up to 14 business days.
We will keep you updated on progress.
Compensation Policy
We assess compensation based on service disruption level. This may include service credits, partial refunds, or full refunds.
Each case receives individual review.
Emergency Situations
For urgent issues during service delivery, contact our 24-hour support line.
We prioritize immediate response to safety concerns or serious service disruptions.
Service Improvement
We record all complaints to improve our services.
Our management team reviews complaint patterns monthly. This helps prevent similar issues in the future.
Appeals Process
If you disagree with our resolution, you can appeal the decision. Send your appeal request by email with additional information.
A senior manager will review your case.
Documentation
We maintain records of all complaints and resolutions. You will receive written confirmation of complaint outcomes.
We store these records securely according to our privacy policy.
Third-Party Services
For issues with partner services, we will coordinate with providers in Italy, Dominican Republic, St Barts, Bahamas, Turks and Caicos Islands, US Virgin Islands, Ibiza, Saint Tropez, and Los Angeles.
We remain your primary contact throughout resolution.
Legal Rights
This complaints policy does not affect your legal rights. You maintain all rights under applicable consumer protection laws.
Feedback
We welcome suggestions to improve our complaint handling process. Share your feedback about this policy through our contact channels.
Policy Updates
We review this policy annually. Changes will appear on this page.
The current version remains in effect until updated.
