DONE PEACE-OF-MIND PROTECTION PLAN
Luxury travel should come with certainty — not risk.
When you book activities, lessons, rentals, or private services through DONE Concierge, you’re often dealing with vendor policies that offer no refunds, no credits, and strict cancellation windows.
The DONE Peace-of-Mind™ Protection Plan eliminates that stress.
HERE IS A REAL LIFE EXAMPLE…
A guest purchased $3,000 in EPIC Day Passes for a trip to Park City, scheduled to arrive on November 18, 2025 and ski on November 19, 2025. The guest chose EPIC Day Passes because they were priced at $125 per day, compared to standard daily lift tickets from Park City Mountain Resort priced at over $300.
The guest also opted into the DONE Peace-of-Mind™ Coverage, paying the corresponding protection fee based on their total prepaid spend.
Due to lack of snow, Park City Mountain Resort did not open on November 19, and Vail/EPIC declined to refund the guest’s passes because resort closures for weather are not considered a qualifying refund condition under EPIC’s policy.
Because the guest had purchased DONE Peace-of-Mind™ Coverage, DONE Concierge Service refunded the full $3,000 to the guest (minus DONE Concierge Service Fees and payment processing fees), ensuring they did not bear the loss.
Had the guest not opted into the Peace-of-Mind™ Coverage, they would have received no refund from EPIC and would have been responsible for the full $3,000.
What It Protects You From
Perfect for situations like no snow or resort delays.
If a vendor refuses to refund due to:
Weather (no snow, delayed opening, storm closures)
Operational issues
Holiday blackouts
“Non-refundable” bookings
Last-minute vendor changes
Activity cancellations
Lesson cancellation windows
Force majeure without reimbursement
…DONE will reimburse 100% of your vendor costs, minus concierge service fees & credit card processing.
Coverage & Pricing
Simple, predictable, and designed for real guests:
$149 flat fee
Covers up to $2,500 in total vendor spend (passes, lessons, rentals, activities, chefs, etc.)
Upgrade Options
+$99 to increase protection up to $5,000
+$199 to increase protection up to $10,000
For Reservations Exceeding $10,000, Peace-of-Mind™ protection is 5% of the total protected spend, billed only on the amount above $10,000.
DONE Fees & Credit Card Fees are never refunded (and disclosed clearly).
Everything else? 100% reimbursed by DONE.
How It Works
Guest selects which pre-booked items they want covered.
DONE adds the Peace-of-Mind™ Protection Plan to their reservation.
If a weather or vendor refusal occurs, DONE issues a refund within 48–72 hours.
Simple. No paperwork. No fighting with vendors.
Why Guests Love It
Protects against unpredictable Park City weather
Protects against restrictive vendor cancellation policies
Protects your vacation budget
Faster, easier, and more personal than travel insurance
100% managed by your concierge team (no claims department, no forms)
A premium option no other property manager in Park City offers.
What It Can Cover
Ski passes (Epic, Park City, Deer Valley)
Ski/snowboard lessons
Rental gear
Private chef deposits
Catering & meal services
Grocery delivery
Sleigh rides, snowmobiling, dog sledding, etc.
Spa/experiences
Airport transfers
ANY vendor-booked service handled through DONE Concierge
What It Does NOT Cover
(This is important legally—clean and simple.)
Airbnb/VRBO/Property rental fees
Airline, hotel, or transportation booked outside DONE
DONE Concierge Service Fees
Credit card processing fees
Change of mind
Voluntary cancellation
Injury or illness not affecting activity vendor operation
Lift tickets purchased outside DONE
(This is important legally—clean and simple.)
Airbnb/VRBO/Property rental fees
Airline, hotel, or transportation booked outside DONE
DONE Concierge Service Fees
Credit card processing fees
Change of mind
Voluntary cancellation
Injury or illness not affecting activity vendor operation
Lift tickets purchased outside DONE
TERMS AND CONDITIONS
1. Overview
The DONE Peace-of-Mind™ Protection Plan is an optional, concierge-level benefit that provides refund protection on select prepaid vendor services arranged through DONE.
This Plan is not an insurance product.
It is a service enhancement that allows DONE to reimburse you when a vendor does not.
By purchasing this Plan, you agree to all Terms & Conditions outlined below.
2. Eligibility
To qualify for coverage:
2.1 Vendor Booking Requirement
The vendor service must have been booked and paid through DONE Concierge.
2.2 Timing of Purchase
You must purchase or opt into the Plan before any cancellation event occurs and before DONE procures or purchases any vendor service, pass, lesson, or item on your behalf.
2.3 Enrollment Requirement
The Plan must be selected at the time you complete the DONE Enrollment Form, or you must email sam@doneconciergeservice.com to request opt-in prior to the first service or item being procured.
Coverage cannot be added retroactively after bookings have begun.
2.4 Reservation Eligibility
The reservation must be part of an active stay in Park City, Utah.
2.5 Global Application to All Bookings
Once enrolled, the DONE Peace-of-Mind™ Protection Plan applies to all eligible prepaid vendor services procured by DONE for your stay. Guests may not selectively apply coverage to only certain items while excluding others.
3. What the Plan Covers
The Plan reimburses the prepaid vendor charges you paid through DONE when:
A covered event prevents the use of the vendor service AND
The vendor refuses to issue a refund or credit
Covered Vendor Categories
The following prepaid items are eligible:
3.1 Snow & Mountain Services
Ski passes (Epic Day Pass, PCMR, Deer Valley)
Ski & snowboard lessons
Rental gear & clothing
Kids’ ski programs
3.2 Activities & Experiences
Snowmobiling
Dog sledding
Sleigh rides
Tubing
Fat-tire biking
Guided winter excursions
Prepaid ice skating or tubing tickets
3.3 In-Home Dining
Private chef deposits
Catering services
Holiday meals and special event menus
3.4 Provisioning & Delivery Services
Grocery & provisioning orders
Alcohol procurement (where legally permitted)
Local vendor purchases arranged by DONE
3.5 Transportation
Airport transfers
Shuttle services
Private transportation booked through DONE
4. Covered Events
Reimbursement may be issued for the following:
4.1 Weather-Related Issues
No snow
Resort closures or delayed openings
Severe weather or unsafe conditions
Storm-related shutdowns
4.2 Vendor Policy Restrictions
“No refund” or “no cancellation” policies
Holiday blackout periods
Strict cancellation windows
Last-minute vendor policy enforcement
4.3 Vendor Operational Issues
Staffing shortages
Mechanical or equipment failure
Facility closures
Power outages
Vendor-initiated cancellation without refund
4.4 Force Majeure
Natural events preventing operation
Emergencies that halt the vendor service
5. Coverage Amounts
Coverage applies to the total prepaid vendor charges arranged by DONE during your reservation period.
5.1 Base Plan — $149
Covers up to $2,500 in eligible prepaid vendor costs.
5.2 Upgrade — +$99
Covers up to $5,000 in eligible prepaid vendor costs.
5.3 Premium Upgrade — +$199
Covers up to $10,000 in eligible prepaid vendor costs.
5.4 Coverage Above $10,000
For reservations with more than $10,000 in eligible prepaid vendor services, the Peace-of-Mind™ Protection Plan fee is 5% of the total protected spend, billed only on the amount above $10,000.
This ensures scalable protection for larger groups and higher-value itineraries.
5.5 Automatic Tier Adjustment
The DONE Peace-of-Mind™ Protection Plan applies to all eligible prepaid vendor services procured by DONE once you have opted in. As additional passes, lessons, rentals, activities, transportation, chef services, or other prepaid items are booked during your stay, your total protected spend may increase.
If your cumulative protected spend reaches or exceeds the limit of your current tier, the Plan fee will be automatically adjusted to the appropriate level:
Up to $2,500
Up to $5,000
Up to $10,000
Above $10,000 (5% scalable rate)
DONE will notify you of any tier adjustment prior to charging your payment method.
Coverage cannot be reduced once the protected spend exceeds a higher tier.
5.6 Reimbursement Limitations
Reimbursement under the Peace-of-Mind™ Protection Plan applies only to the specific prepaid vendor items that are denied refund by the vendor. The Plan fee is calculated based on the guest’s total protected spend, but reimbursement is limited to the actual non-refunded vendor charges, not the total spend amount.
| Coverage Tier | Total Protected Spend | Guest Cost | How It Works |
|---|---|---|---|
| Base Plan | Up to $2,500 | $149 | Ideal for small groups, basic ski days, and standard activity bookings. |
| Upgrade | Up to $5,000 | $248 (149 + 99) | Recommended for multi-day lessons, larger rentals, or multiple activities. |
| Premium Upgrade | Up to $10,000 | $348 (149 + 199) | Best for families, multi-activity itineraries, or high-value reservations. |
| Extended Coverage | Above $10,000 | 5% of total protected spend | Scalable protection for large groups, full-week itineraries, chefs, and premium packages. |
6. What the Plan Does NOT Cover
The following items are excluded:
Vacation rental charges (Airbnb, VRBO, hotels)
Airline tickets or transportation booked independently
Voluntary cancellation or change of mind
Illness, injury, or personal reasons
Lift tickets purchased directly from Vail, Alterra, or other vendors
Any vendor service not booked and paid through DONE
DONE Concierge Service Fees
Credit card processing fees
Fees charged by third-party booking platforms
Refunds already issued by the vendor
Fraud, misrepresentation, or chargebacks initiated by the guest
DONE Fees and credit card fees are never refundable.
7. Requirements for Reimbursement
To qualify:
The guest must notify DONE of the cancellation request.
DONE will contact the vendor to request a refund or credit.
The vendor must decline or partially decline the refund.
The cancellation reason must fall under a Covered Event.
Supporting documentation may be required (email from vendor, screenshots, etc.).
8. Reimbursement Process
Once eligibility is verified:
DONE calculates the reimbursable amount (up to your coverage tier).
Vendor refunds (if any) are applied first.
DONE issues reimbursement to the original payment method.
Processing time is typically 48–72 hours.
DONE reserves the right to issue refunds via alternate method (ACH, paper check) if needed.
9. Limits of Liability
DONE’s total liability is strictly limited to:
The coverage tier selected by the guest
Minus any vendor refund amounts received
For the specific reservation period covered under the Plan
DONE is not responsible for:
Emotional distress
Loss of enjoyment
Delayed flights or travel disruptions
Additional expenses incurred outside the covered vendor fee
10. Fraud & Misuse
The Plan will be voided if:
The guest provides false information
The cancellation is misrepresented
Fraudulent claims are submitted
The vendor refund is withheld from DONE
The guest initiates a credit card dispute for a covered item
DONE reserves the right to refuse reimbursement if fraudulent activity is suspected.
11. Plan Cancellation
The Plan may be canceled within 24 hours of purchase if:
No vendor services have been used
No cancellation or claim has been initiated
After 24 hours, the Plan is non-refundable.
12. Amendments
DONE may update or modify these Terms & Conditions at any time.
Any Plan purchased prior to updates will be honored based on the terms active at the time of purchase.
13. Acceptance
By purchasing the DONE Peace-of-Mind™ Protection Plan, you agree that:
You have read and understood all Terms & Conditions
This Plan is a concierge service benefit, not an insurance product
Refunds are limited to the coverage tier purchased
DONE Fees and credit card fees are non-refundable