Reembolsos y cancelaciones

Version in force as of October 2, 2026. This policy supplements the Terms of Service of AZ Management (brand AZ Experiences); the French version is authoritative.

1. The principle: a full guarantee

If the House fails to deliver valid tickets for the ordered event and date, in the ordered category or a better one, the Client is refunded in full: 100% of all sums paid, service fees included. This guarantee covers in particular:

· tickets not delivered before the event, for any reason;
· tickets denied at the entrance as invalid, upon evidence from access control;
· definitive cancellation of the event by the organiser, with no rescheduled date.

2. Equivalent or upgraded tickets

Where the exact ordered category is no longer available, the House may offer tickets of an equivalent or better category at no extra cost. The Client is free to decline them, in which case a full refund is issued.

3. Postponed events

If the event is postponed, tickets remain valid for the new date in accordance with the organiser's conditions; postponement does not give right to a refund. If the Client cannot attend the new date, the House will endeavour, on a goodwill basis, to offer a commercial solution.

4. Cancellation by the Client

Every confirmed and paid order is firm and final. Under Article L221-28, 12° of the French Consumer Code, the right of withdrawal does not apply to leisure services provided on a specific date. Cancellation by the Client, as well as denied entry caused by the Client's conduct or non-compliance with the ticket conditions, gives no right to a refund.

5. Refund process

Refunds are issued to the payment method used for the order, within a maximum of 10 business days from the House's confirmation of the refund case. No fees are withheld.

6. Claims

Requests are made by email (azcconcierge@gmail.com) or WhatsApp (+33 6 51 73 39 87), quoting the order reference. The House acknowledges receipt within 48 business hours and handles every request with the utmost diligence.