Any
questions?
The short answers are here. For the long ones, just email us directly.
Franco@velares.com
hoi@velares.com
swissb2b@velares.com
Working Hours
Mon, Tue, Wed09:00 to 18:00
Thu, Fri, Sat12:00 to 20:00
SundayClosed
We reply within 2 hours during working hours.
Swiss time (CET). Messages outside hours are picked up the next working day.
Once your reservation is confirmed, the concierge fee is final. Changes to a confirmed booking require a new request.
What is Velares?
Velares is a personal concierge service for Switzerland. You tell us what you need, whether it is a restaurant, a hotel, transport, nightlife, or a private experience, and we handle the research, coordination, and booking. We come back with an honest recommendation matched to your taste, occasion, and group. You confirm, we arrange everything. One point of contact, no apps, no algorithms.
How do I know what's happening with my request?
You'll get updates via WhatsApp and email at every stage. No guessing, no radio silence:
✦ Received
Got it. We're on it.
✦ Working on It
We're talking to the venue now.
✦ Confirmed
Done. Your spot is locked in.
How fast will I hear back?
Within 2 hours during working hours. Mon-Wed 9:00-18:00, Thu-Sat 12:00-20:00 Swiss time. Message us at 3am on a Sunday? We'll pick it up Monday morning and you'll have an answer before lunch.
How far in advance should I reach out?
24 hours is ideal. But we take on same-day and last-minute requests regularly. Sometimes the best nights are the unplanned ones. Don't even know where you want to go? Just tell us the occasion and the group size. We'll research and recommend the right spot. The earlier you message, the better the table.
Do I pay before or after confirmation?
You pay upfront. That is how we start working immediately. We learn your preferences, research the best options, and send you a curated selection. You choose, we make the booking. If we cannot secure your spot, your payment is returned in full.
How does the 3-request bundle work?
CHF 200 gets you 3 requests across any category. Chalet Friday, dinner Saturday, brunch Sunday. Use them however you want within 30 days. Priority handling on all three.
What if I don't use all 3 requests?
They're valid for 30 days from purchase. After that, unused requests expire. No extensions, no transfers. Our advice: book as soon as you have dates. Even rough dates help us start working.
What's your refund policy?
If we cannot secure what you asked for, we suggest an alternative that is just as good. If nothing works, your payment is returned in full. Once a reservation is confirmed, the fee is non-refundable, as the work has been completed and your spot is held.
Can I change my reservation after it's confirmed?
Time changes? Usually yes, if the venue has the slot. Switching to a different venue entirely is a new request.
Is my payment information safe?
Completely. Everything goes through Stripe. The same payment infrastructure behind Amazon and Google. Your card details never touch our servers. Not even we can see them.
What happens if something goes wrong?
Velares coordinates your booking, but the service provider is responsible for the experience once it begins. We are not liable for service quality, delays, cancellations, accidents, lost or damaged personal belongings, or any incident beyond our coordination. If something does go wrong, let us know. We will follow up on your behalf and do what we can to help.
Do you work with companies?
Absolutely. Client entertainment, team offsites, executive travel. With monthly invoicing, reporting, and a direct channel to our team. Email swissb2b@velares.com and we'll have a tailored proposal in your inbox within 24 hours.
Anything I should know before I go?
We brief you before every reservation: what to wear, when to actually arrive, what to expect, and what to do after. The venue always has final say on entry and seating, but you'll walk in prepared. If you're not sure about anything, just ask. That's what we're here for.
