This document covers everything you need to know about how we work together — from your first inquiry to your return home and beyond. Please read this before making any payment. By proceeding with the planning deposit, you confirm your agreement to these terms.
Last updated: 2026 | Applies to all bookings made through our service
1. About our service
We are a personal luxury travel and lifestyle concierge service. We act as your dedicated representative to source, arrange, confirm, and manage high-end travel experiences, private charters, accommodation, transfers, and lifestyle services.
We are not a travel agency, airline, hotel, or charter operator. We are an independent concierge service that manages arrangements on your behalf. Our value is in our relationships, access, expertise, and the personal attention we give every client.
All services are arranged personally. When you book with us, you are working with a person — not an automated system.
2. The booking process
Our process is designed to be simple and transparent. Here is how it works from start to finish:
Step 1 — Inquiry
You reach out to us via Instagram DM, WhatsApp, Email, or our website form. You share the details of what you are looking for — destination, dates, number of guests, preferences, and any special requests. This step is completely free. No deposit is required at inquiry stage.
Step 2 — Planning deposit
Once you confirm that you would like us to proceed — meaning you would like us to begin contacting suppliers, verifying availability, and building your proposal — a planning deposit of USD 200 is required before any work begins.
This deposit is fully credited toward your total arrangement cost. It covers the time and work involved in sourcing, verifying, and preparing your personalized plan.
The planning deposit is non-refundable once work has commenced, regardless of availability outcome. By paying this deposit, you acknowledge this.
Step 3 — Your personalized proposal
Within 24 hours of receiving your planning deposit, we will send you a full proposal. This will include the property, room or vessel details, confirmed availability, all inclusions, a clear cost breakdown, and the next steps to confirm.
Step 4 — Confirmation deposit
If you are happy with the proposal, a confirmation deposit of 50% of the total arrangement cost is required to secure your booking. This is due within 48 hours of the proposal being sent. If payment is not received within this window, availability cannot be guaranteed and the proposal may lapse.
Step 5 — Final balance
The remaining 50% balance is due 90 days before your scheduled check-in, departure, or service date. For bookings made within 90 days of travel, the full balance may be due at confirmation — this will be clearly stated in your proposal.
Step 6 — Confirmation and pre-arrival
Once all payments are received, we send you a full booking confirmation with all details, supplier contacts, check-in information, and any special notes for your experience. Approximately one week before your travel date, we will send a pre-arrival message with everything you need to know.
3. Payments
All prices quoted are in United States Dollars (USD) unless otherwise agreed in writing. Payments are accepted via bank transfer, Wise, or other methods agreed at the time of booking.
– Planning deposit: USD 200 — due before any planning work begins
– Confirmation deposit: 50% of total — due within 48 hours of proposal approval
– Final balance: remaining 50% — due 90 days before service date
All payments must be received and cleared before the corresponding step is actioned. We do not proceed on the basis of payment promises or pending transfers.
Bank transfer fees, international transfer charges, or currency conversion costs are the responsibility of the client. Please ensure the correct amount is received net of any fees.
Certain suppliers — particularly private aviation and yacht charter operators — operate on their own payment schedules. Where supplier payment terms differ from our standard terms, this will be clearly communicated in your proposal and will take precedence.
4. Pricing and service fees
All prices quoted in your proposal are based on rates confirmed with suppliers at the time of inquiry. Prices are subject to change until the confirmation deposit is received and the booking is locked in.
– We reserve the right to adjust a quoted price if supplier rates change before confirmation deposit is received
– Once your confirmation deposit is paid, your price is locked and will not increase
– Prices include our service and arrangement fees unless otherwise stated
– Any additional requests made after confirmation may be subject to additional costs
We will always notify you of any price change before requesting payment. You are never obligated to proceed if a revised price does not suit you — though the planning deposit remains non-refundable.
5. Availability and unavailability
We source the best options available at the time of your inquiry. However, availability of specific properties, rooms, vessels, or services cannot be guaranteed until formally confirmed by the supplier after your planning deposit is received.
If your requested option is unavailable
In the event that your first-choice option is not available for your dates, the following applies:
– The USD 200 planning deposit is non-refundable, as work has already been carried out
– We will present you with 2 to 3 curated alternatives that match your preferences, style, and budget
– Your planning deposit remains fully credited if you proceed with an alternative
– If you choose not to proceed with any alternative, the planning deposit is retained as compensation for services rendered
This policy exists because sourcing, verifying, and managing supplier relationships requires real time and effort — regardless of the outcome. By proceeding with the planning deposit, you accept this.
6. Cancellation policy
We understand that plans sometimes change. All cancellations must be submitted to us in writing via WhatsApp or email. Verbal cancellations are not accepted. The date of written notification is the cancellation date.
Cancellation by you
Planning deposit (USD 200): Non-refundable under all circumstances
Confirmation deposit (50%): Non-refundable if cancelled within 60 days of service date
Confirmation deposit (50%): May be credited to a future booking if cancelled 61+ days before service date, at our discretion
Final balance (50%): Non-refundable if cancelled within 30 days of service date
Cancellation 90+ days before service: Confirmation deposit may be transferred to a future booking within 12 months
Cancellation by supplier
In the rare event that a confirmed booking is cancelled by the supplier (property, operator, or service provider) due to circumstances outside our control, we will:
– Notify you immediately upon receiving the information
– Work urgently to source a comparable alternative at no additional planning cost
– Facilitate any refund from the supplier directly — refund terms are governed by the supplier's own cancellation policy
We are not liable for supplier-initiated cancellations. However, we will act as your advocate to ensure the best possible resolution.
Supplier cancellation policies
Please note that individual properties, charter operators, and airlines maintain their own cancellation and refund policies which may be stricter than our standard terms. These will be clearly communicated in your booking confirmation. We strongly recommend arranging comprehensive travel insurance to protect against unexpected cancellations.
7. Changes and amendments
We understand that plans evolve. We will always do our best to accommodate changes after confirmation. The following applies:
– All change requests must be submitted in writing
– Changes are subject to supplier availability and may incur additional costs
– Date changes within 30 days of travel are treated as cancellations and rebookings and are subject to cancellation terms
– Room, vessel, or itinerary upgrades are always welcome and will be quoted accordingly
– Reduction in guest numbers after confirmation may not reduce the total price if supplier has already been charged
We will always confirm in writing whether a change is possible and what, if any, additional cost applies before proceeding.
8. Force majeure and extraordinary events
Force majeure refers to events completely outside anyone's reasonable control. In such cases, normal cancellation and refund terms may not apply.
– Natural disasters, earthquakes, volcanic eruptions, floods
– Pandemics, epidemics, or government-imposed travel restrictions
– Political unrest, war, terrorism, or civil disturbance
– Airline or transport strikes or groundings
– Any event that makes travel to the destination impossible or unsafe
In a force majeure situation, we will work with all relevant suppliers to explore refunds, credits, or rebooking options on your behalf. We cannot guarantee outcomes as these are governed by individual supplier policies.
This is one of the most important reasons we strongly recommend comprehensive travel insurance, including coverage for cancellation due to force majeure events.
9. Our role and limitations
We act as your personal representative and concierge. We are not the hotel, airline, yacht operator, or any other service provider. As such:
– We are not responsible for the quality, safety, or standards of services delivered by third-party suppliers
– We are not liable for any loss, injury, damage, or disappointment arising from a supplier's service
– We are not responsible for flight delays, cancellations, or disruptions caused by airlines or weather
– We are not liable for changes to property facilities, restaurant closures, or activity unavailability at a supplier's location
– We are not responsible for any costs incurred as a result of force majeure events
What we are responsible for is doing everything within our power to arrange your experience to the highest standard, communicating clearly and honestly throughout, and acting in your best interest when things do not go as planned.
We take our responsibility to you seriously. While we cannot control the world, we can always control how we respond to it on your behalf.
10. Complaints and service issues
We genuinely care about your experience. If something is not right, we want to know — and we want to fix it. Here is how to raise a concern:
During your stay or experience
If an issue arises while you are away, please contact us directly on WhatsApp immediately. Do not wait until after you return. We need the opportunity to address problems in real time — with the supplier, on your behalf — while there is still something that can be done.
1. Contact us on WhatsApp as soon as the issue arises
2. Give us a clear description of the problem
3. We will contact the supplier immediately and work toward a resolution
4. We will keep you updated throughout
After your experience
If you have a complaint following your return, please contact us in writing within 14 days of your checkout or service end date. Complaints raised after this window may be more difficult to resolve as supplier records and availability become limited.
What we can and cannot resolve
We will always advocate for you. However, outcomes depend on the individual supplier's goodwill and policies. Refunds, credits, or compensation from suppliers are not guaranteed, and we cannot force a supplier to provide remedies they are not contractually obligated to offer.
What we commit to: listening to you, taking your complaint seriously, communicating with the supplier on your behalf, and doing everything reasonable to achieve a fair outcome.
11. Travel insurance
We strongly recommend that all clients arrange comprehensive travel insurance before confirming any booking. Your policy should ideally cover:
– Trip cancellation and curtailment
– Medical emergencies and evacuation
– Lost or delayed baggage
– Flight delays and missed connections
– Force majeure and natural disasters
– Supplier insolvency or failure to deliver
We are not responsible for any financial loss that could have been covered by appropriate travel insurance. The cost of insurance is a fraction of what any single booking is worth — we consider it essential, not optional.
12. Passports, visas, and travel documentation
It is the client's sole responsibility to ensure that all guests traveling hold valid passports, the correct visas, and any required health documentation for their destination.
– Passports must be valid for at least 6 months beyond the return travel date
– Visa requirements vary by nationality and destination — please verify well in advance
– Health requirements including vaccinations or health certificates are the client's responsibility
– We are happy to advise on general requirements but cannot be held responsible for denied entry or missed travel due to documentation issues
13. Special requests and dietary requirements
We love making your experience as personal as possible. Any special requests — dietary requirements, anniversary setups, mobility assistance, specific room positions, transfers for large groups — should be communicated to us at the time of inquiry.
We will always pass your requests to the relevant supplier and do everything we can to ensure they are fulfilled. However, we cannot guarantee special requests as these are subject to supplier capacity and availability. Special requests are noted but not contractually guaranteed unless confirmed in writing by the supplier.
14. Group bookings
For bookings involving 6 or more guests, or multiple rooms, vessels, or vehicles, additional terms may apply. These will be outlined specifically in your proposal and may include:
– A higher confirmation deposit percentage
– Earlier final balance due dates
– Stricter cancellation terms as suppliers hold larger allocations
– Group-specific pricing or minimum spend requirements
Group bookings require more coordination and supplier commitment. We will always be transparent about any group-specific terms before you commit.
15. Returning clients
We value long-term relationships above everything. Clients who return to us for subsequent bookings benefit from:
– A record of your preferences, saving time at inquiry stage
– Priority attention during high-demand periods
– Our genuine personal investment in making each experience better than the last
Your planning deposit for future bookings remains USD 200 and follows the same terms. Our commitment to you, however, only deepens over time.
16. Confidentiality and discretion
We handle all client information — travel plans, guest identities, preferences, and payment details — with complete confidentiality. We do not discuss, share, or reference any client's travel arrangements with any other party beyond what is necessary to fulfil your booking.
We do not post client experiences, tag clients on social media, or use your travel as promotional content without your explicit permission. Your privacy is not negotiable.
17. Governing terms and disputes
These terms form the agreement between you and our service. In the event of any dispute, we will always attempt to resolve the matter directly and personally before any formal process is considered.
If you believe we have not honoured these terms, please raise it with us in writing. We take all concerns seriously and commit to a fair and prompt response.
18. Acceptance of these terms
By proceeding with the USD 200 planning deposit, you confirm that:
– You have read and understood these terms and conditions in full
– You agree to the payment structure, cancellation policy, and all clauses contained herein
– You accept that the planning deposit is non-refundable once work has commenced
– You understand our role as concierge and representative, not as a direct supplier
These terms exist to protect both of us — and to ensure that every experience we arrange together is built on a clear, honest, and respectful foundation.
Client acknowledgement
By making payment of the USD 200 planning deposit, the client confirms full acceptance of all terms above.
