Terms of Service

These terms cover concierge services supplied by VELVET CONCIERGE LTD, company number 16415423, registered in England and Wales at 71–75 Shelton Street, London, England, WC2H 9JQ. Contact info@velvetconcierge.co.uk.

An enquiry is not a confirmed booking. Before an order is accepted, we will set out the requested services, the contracting parties, the price, payment timing, relevant supplier conditions and cancellation terms in writing. A binding agreement is formed only when the agreed acceptance process has been completed. Please check the confirmation and tell us promptly about errors.

We will perform our concierge services with reasonable care and skill. Arrangements depend on availability and supplier confirmation. We do not promise access, availability or a particular result unless expressly agreed. Changes to scope, dates or budget require agreement before additional chargeable work is undertaken.

The written quotation will identify our fee, supplier charges, applicable taxes, currency and any deposit or balance due. We will obtain approval before incurring additional costs outside the agreed authority. There is no standard fee, deposit percentage or cancellation charge established by these terms. Payment methods and deadlines must be stated before you commit.

The booking confirmation will explain whether we supply a service ourselves or arrange a contract with a named third-party supplier. Relevant supplier terms must be made available before booking. Supplier terms do not remove our responsibility for our own concierge work or any liability imposed by law. Travel arrangements require confirmation of the applicable organiser, agent and financial-protection position; no ATOL or ABTA protection is claimed by this website.

Please provide accurate information, communicate essential requirements and ensure you have authority to make the request for anyone included. Tell us about changes promptly. We may decline unlawful requests or requests we cannot reasonably fulfil. Any cancellation by us will be handled fairly, including repayment for services not provided where required.

Please contact us as soon as you need to change or cancel an arrangement. Our Cancellations & Refunds Policy explains cancellation handling and statutory rights. If something goes wrong, email the booking details and a description of the problem. We will investigate and discuss an appropriate remedy. Statutory rights to repeat performance, a price reduction or other remedies remain unaffected.

We are responsible for foreseeable loss caused by our breach or failure to exercise reasonable care and skill, subject to applicable law. Nothing excludes liability for fraud, fraudulent misrepresentation, death or personal injury caused by negligence, or any liability that cannot legally be limited. These terms do not reduce mandatory consumer rights.

If an event outside our reasonable control affects an arrangement, we will explain the impact and discuss available alternatives. Such an event does not automatically remove your right to a refund or other remedy. Any proposed change must respect the contract and applicable law.

The governing law is that of England and Wales. Consumers retain mandatory protections and rights to bring proceedings in the courts available to them under applicable law, including where they live. Changes to these terms apply prospectively and do not retrospectively change a confirmed booking without agreement.