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Terms and Conditions

Nine Elms Concierge Services Ltd (“Nine Elms Concierge”) Membership Terms and Conditions (“Terms”)

Welcome to Nine Elms Concierge. This document details the Terms which apply to your application and membership to our Concierge & Lifestyle Management service. Please read these Terms carefully before you start to make use of our service. Prior to your membership being confirmed, you will be asked to confirm your acceptance of these membership terms along with our privacy policy.

1. Membership Application and Information About You

a) Membership applications are subject to acceptance by Nine Elms Concierge. Should a Membership application be declined for any reason, Nine Elms Concierge is not obliged to provide the reasons for this.

b) As part of the application process, you will be asked to provide information about yourself and you warrant that all information provided by you is accurate. You understand that incorrect information may invalidate your Membership and delay any services being delivered. It is your responsibility to advise Nine Elms Concierge of any changes to your personal information.

c) Your Membership is yours alone and is not to be transferred at any time. Should you believe that there has been use of your Membership by any other party you will advise Nine Elms Concierge immediately.

2. Membership Fees, Cancellations and Renewals

a) We will advise of our Membership fees when we discuss with your our different Membership options and which best suits your needs. Fees are non-refundable, however depending on circumstances relating to any cancelled Memberships, Nine Elms Concierge may at its sole discretion refund all or part of your fees. We will advise of any changes to Membership fees in writing.

b) Membership fees are annual and due in advance of our services being provided. Fees can be paid annually by credit/debit card or monthly by direct debit. If you choose to pay by monthly installments we will include a small extra charge. Services will not be provided if payment has not been received.

c) You must advise 30 days in advance if you do not wish to renew your Membership at the end of each Membership year.

d) If you wish to upgrade your Membership or if Nine Elms Concierge reasonably requests that you upgrade your Membership due to the volume and complexity of your usage, increased fees will be paid for the remaining period of that year’s Membership. Should you not want to upgrade your Membership, Nine Elms Concierge reserves the right to cancel your Membership immediately.

3. Membership Usage and Our Services

a) Once your Membership has been confirmed, you may contact our team by telephone and email to request our assistance. Should Nine Elms Concierge be unable to assist with a request, we will inform you as soon as possible. We will liaise with our Suppliers on your behalf at all times unless there is a specific reason why you should liaise with a Supplier directly, which we will advise you of before making any introductions.

b) Nine Elms Concierge will not accept any requests for the supply of goods and/or services that we deem may violate any applicable laws and/or regulations or may offend taste and decency. Such requests may lead to your Membership being cancelled.

c) When Nine Elms Concierge orders a product or service on your behalf and payment is required, you will be advised accordingly, so that you can provide authorisation for payment to be taken from your chosen credit/debit card. You agree that Nine Elms Concierge shall have no liability in respect of the use of your credit/debit card provided that Nine Elms Concierge acts in accordance with the instructions issued by you. You understand that we will use all details you provide for any product or service and we will assume these are correct. The credit/debit card to be used is your own and there are sufficient funds to cover all costs. Any handling charges which are incurred with any product purchase will be charged to your credit/debit card and you will be advised accordingly.

d) If for any reason Nine Elms Concierge is required to make a purchase on your behalf, we will require your approval to do so in writing. Once this has been received, your chosen credit/debit card will be debited with the costs of the goods and any applicable card charges, which you will be advised of.

e) When we work with Suppliers, their Terms and Conditions must be complied with at all times. Any goods or services purchased by us on your behalf will also be subject to that Suppliers Terms and Conditions with regard to cancellation of services, returns and exchange of goods and Nine Elms Concierge will not be liable to you as our Member, should any Supplier not agree to a service cancellation or not offer return/exchange of goods.

f) As Nine Elms Concierge is not an authorised travel agent or tour operator, we work with specially selected partners to provide your travel needs. Any such services are subject to the Terms and Conditions of the travel or holiday operator and Supplier. Any and all rights and remedies you may have are against that Supplier and not Nine Elms Concierge.

g) Some specific types of requests, such as ticket purchase have their own Terms linked to them. You will be made aware of these when they apply and they will appear in all written communication to you.

4. Confidentiality

a) All private information that you disclose to Nine Elms Concierge is confidential and will not be disclosed to Suppliers other than to fulfil your requests.

b) Nine Elms Concierge is regulated by the Data Protection Act 1998.

c) Your calls may be recorded for service quality monitoring.

5. Limitation of Liability

a) Nine Elms Concierge warrants to you that we shall use reasonable endeavours to provide our Services with due care and skill in accordance with your requests and instructions. Where Nine Elms Concierge supplies you with any goods or services from a Supplier, we are acting as your agent in sourcing those goods or services. We will use due care in selecting the Supplier and ensuring any order is placed in accordance with your wishes. You are deemed to be responsible for assessing the quality, value and suitability of all information provided when deciding whether to move forward with purchase of goods and services from a Supplier.

b) When purchasing goods and services from a Supplier, your contract is with that Supplier under their Terms and Conditions not Nine Elms Concierge and as such, Nine Elms Concierge disclaims any and all liability for any act or omission by a Supplier or any loss incurred by you as a result of act or omission of a Supplier.

c) Nine Elms Concierge accepts no responsibility for any act or omission beyond its reasonable control, including but not limited to instances where incomplete and/or inaccurate instructions with regard to a request have been given by you.

d) Except in respect of death and personal injury and subject to the provisions of these Terms, Nine Elms Concierge’s maximum liability to you for breach of any of its obligations shall be limited to the value of the annual Membership fee.

6. Force Majeure

a) “Force Majeure event” means any event beyond the reasonable control of either party including without limitation act of God, war, terrorist act, malicious damage, fire, flood, storm, strike and other circumstances affecting the supply of goods and services.

b) Neither yourself nor Nine Elms Concierge shall be responsible to the other party for any delay in performance or non-performance due to a Force Majeure event. Nine Elms Concierge shall promptly, upon the occurrence of a Force Majeure event, inform you in writing stating the event has delayed or prevented its performance under these Terms and thereafter shall take all action within its power to comply with the Terms as fully and promptly as possible.

7. Changes to Membership Terms

Nine Elms Concierge may vary these Terms from time to time and will notify you of any changes in a timely manner. Notification will be by some or all of: the website, email or post. Your continued use of your Membership constitutes acceptance of the altered Terms.

8. Jurisdiction and Applicable Law

These Terms and your Membership with Nine Elms Concierge are governed by the laws of England and Wales and are subject to the exclusive jurisdiction of the courts of England and Wales. The provisions that the Nine Elms Concierge Privacy Policy set out shall apply at all times.