Avelo Privacy Policy
Avelo operates on a discretionary, client-first basis. Your information is handled with the same level of care and confidentiality as your travel experience.
Information We Collect
Depending on your level of engagement with Avelo, we may collect:
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Basic Information (Base & Plus):
Name, email address, phone number -
Extended Information (Reserve Concierge Services):
Passport details, identification information, travel preferences, traveler information, and other relevant booking data. By utilizing concierge-level services, clients may authorize Avelo to collect, process, and transmit necessary traveler information to airlines, hotels, transportation providers, activity operators, and other travel suppliers solely for the purpose of arranging travel services on the client's behalf. -
Payment Information:
Service fee payments are securely processed through trusted third-party payment providers. For concierge services, clients may voluntarily provide payment authorization information to allow Avelo to book approved travel arrangements on their behalf. This information is used solely to complete authorized travel bookings and is accessible only to authorized Avelo personnel. Unless a client requests otherwise for future travel planning, Avelo will make reasonable efforts to securely delete payment authorization information after the client's trip has concluded and it is no longer needed.
How We Use Information
Your information is used to:
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Provide curated travel recommendations and itineraries
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Coordinate and manage concierge-level bookings (Reserve clients)
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Communicate regarding services, updates, and support
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Personalize future travel experiences
Data Sharing
Information is only shared when necessary to fulfill services, including:
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Airlines, hotels, and experience providers
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Payment processors
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Required legal or regulatory authorities
Avelo does not sell, rent, or distribute client data for marketing purposes.
Data Security
We take reasonable measures to protect all client information, including traveler information submitted through Avelo's Traveler Information Form (TIF). Concierge traveler information is securely transmitted to Avelo via email and is used solely for coordinating and managing travel arrangements.
Unless a client requests otherwise for future travel planning, Avelo will make reasonable efforts to securely delete traveler information, including applicable email communications, after the client's trip has concluded and the information is no longer required.
While Avelo takes reasonable steps to protect client information, no method of electronic storage or transmission can guarantee absolute security. By using Avelo's services, you acknowledge and accept this inherent risk.
Client Responsibility
Clients are responsible for ensuring the accuracy of all submitted information, especially for travel documents and booking details.
Your Rights
You may request access, updates, or deletion of your data at any time through our contact form.
Policy Updates
Avelo reserves the right to update this policy as needed. Continued use of services implies acceptance of any changes.
Avelo Terms & Conditions
Avelo is not a travel insurance provider. Clients are strongly encouraged to obtain appropriate travel insurance, particularly for international travel, luxury travel arrangements, and concierge-level bookings.
By engaging with Avelo, you agree to the following terms:
Service Structure
Avelo provides two levels of service:
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Advisory Services (Base & Plus):
Avelo provides curated travel recommendations, itineraries, and booking links. Clients are solely responsible for completing and managing their own bookings.
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Concierge Services (Reserve):
Avelo may coordinate and facilitate bookings on behalf of the client using provided information.
Independent Decision-Making
All final booking decisions remain the responsibility of the client. Avelo does not guarantee pricing, availability, or outcomes from third-party providers.
Third-Party Providers
Avelo works with independent providers including airlines, hotels, and experience operators. Avelo is not liable for:
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Delays, cancellations, or schedule changes
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Service quality or disruptions
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Errors, overbookings, or provider-related issues
Limitation of Liability
Avelo operates as a discretionary advisory and concierge service. To the fullest extent permitted by law, Avelo is not responsible for:
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Financial losses related to travel
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Missed reservations, flights, or connections
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Personal injury, damages, or unforeseen travel disruptions
While Avelo may assist in resolving issues, all outcomes are dependent on third-party providers.
Client Communication & Responsiveness
Timely communication is essential. If a client becomes unresponsive, fails to provide required information, or delays decision-making:
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Avelo reserves the right to pause or terminate services
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Avelo is not responsible for missed opportunities, pricing changes, or booking issues resulting from delayed communication
Right to Refuse or Terminate Service
Avelo reserves the right to refuse, suspend, or terminate services at any time, including but not limited to:
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Unresponsive or non-cooperative clients
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Inappropriate conduct
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Misuse of services
In such cases, any work already completed remains billable and non-refundable.
Team & Representation
Avelo services may be delivered by approved team members, advisors, or representatives. All actions taken by authorized Avelo personnel fall under these terms.
Accuracy of Information
Clients are responsible for providing accurate personal and travel information. Avelo is not responsible for issues resulting from incorrect or incomplete data.
Modifications
Avelo reserves the right to update services, pricing, and these terms at any time without prior notice.
Concierge Service Authorization
Clients who elect concierge-level services authorize Avelo to assist with travel coordination and booking activities on their behalf. This may include communicating with travel suppliers, submitting traveler information, coordinating reservations, and facilitating travel arrangements.
Concierge services are optional and are offered at Avelo's discretion. Additional service fees may apply based on trip complexity, planning requirements, booking volume, and level of support requested.
All concierge fees will be disclosed and agreed upon before work begins.
Travel Documents & Identification
Clients are solely responsible for maintaining valid travel documentation, including passports, visas, identification, vaccination requirements, and any other entry requirements applicable to their destination.
While Avelo may provide reminders or guidance, ultimate responsibility for compliance with travel requirements remains with the client.
Avelo is not liable for denied boarding, denied entry, missed travel, or additional expenses resulting from expired, invalid, incorrect, or missing documentation.
Authorized To Share Information
By engaging concierge services, clients acknowledge and authorize Avelo to share necessary traveler information with third-party travel providers for the sole purpose of arranging and managing travel services.
Information shared may include traveler names, contact information, dates of birth, passport details, loyalty program information, and other information reasonably required to complete reservations.
Avelo Refund & Cancelation Policy
Avelo operates on a time, expertise, and access-based service model.
Service Fees
Avelo's service fees include the Concierge Research Initiation Fee (CRIF), Advising Fee, and Concierge Service Fee. Each fee compensates Avelo for professional planning, research, itinerary design, booking coordination, and related travel services. Unless otherwise stated below, service fees become non-refundable once the applicable service has begun.
Late Cancellations
After 24 hours:
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Partial refunds may be issued at Avelo’s discretion
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If planning is substantially complete (approximately 75–90%), full service fees will be retained
Client Non-Responsiveness
If a client becomes unresponsive during the planning process:
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Avelo may pause or terminate services
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No refunds will be issued for work already completed
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Avelo is not responsible for missed bookings or price changes
Concierge Bookings (Reserve Clients)
For concierge-level services:
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Certain bookings may require the purchase of travel insurance
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All booking refunds are subject to third-party provider policies
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Avelo is not responsible for financial losses due to cancellations, delays, or disruptions
Concierge service fees compensate Avelo for planning, coordination, communication, research, booking assistance, and administrative services. These fees are separate from supplier charges and are generally non-refundable once work has commenced.
Client-Initiated Changes
Significant changes to an itinerary after planning has begun may incur additional fees.
Third-Party Refunds
All refunds for flights, hotels, and experiences must be handled directly with the provider or through travel insurance.
Discretionary Adjustments
Avelo may, at its sole discretion, offer adjustments or assistance in exceptional cases. This does not constitute an obligation to provide refunds.
Concierge Research Initiation Fee
The Concierge Research Initiation Fee (CRIF) covers the initial consultation, destination research, itinerary planning, flight and hotel sourcing, transportation planning, activity recommendations, and the preparation of personalized itinerary drafts.
The CRIF is eligible for a 65% refund if requested within 24 hours of payment. A 35% administrative fee is retained to cover consultation time, payment processing, and administrative expenses.
After 24 hours, or once substantial planning and research has begun, the CRIF becomes non-refundable.
Advising Fee
The Advising Fee covers the research, planning, and preparation of personalized travel recommendations and itineraries provided through Avelo's advisory services. Once itinerary planning or research has begun, the Advising Fee becomes non-refundable.
Concierge Service Fee
The Concierge Service Fee compensates Avelo for booking coordination, supplier communication, reservation management, payment processing, and concierge support provided on the client's behalf. Once booking coordination has begun, the Concierge Service Fee becomes non-refundable.