Frequently asked questions
Answers about Kensington Concierge membership, requests, Supplier costs, availability and privacy. If you cannot find what you need, contact Membership Support.
What does Kensington Concierge provide?
We provide membership-based concierge and lifestyle request handling, research, sourcing, coordination and booking support. The available service team and handling priority depend on the selected plan.
Is every request guaranteed?
No. We use reasonable care and skill, but fulfilment depends on legality, safety, feasibility, availability, pricing, Supplier terms and any required payment or verification.
Are Supplier costs included?
No, unless a written quotation expressly says otherwise. Travel, accommodation, tickets, dining, goods, deposits, taxes, delivery and other third-party charges are payable separately.
Does membership include a payment card?
No. Kensington Concierge membership does not include a payment card, payment account or financial product.
Can I submit a request at any time?
Requests may be submitted through the available membership channels at any time. This does not guarantee immediate handling or fulfilment. Response targets and out-of-hours handling depend on the selected plan.
Can you arrange sold-out tickets or fully booked restaurants?
We can research lawful options, but we do not guarantee restricted or sold-out inventory and will not help bypass ticket limits, identity rules, resale restrictions or access controls.
Can family members or employees submit requests?
Only where the plan permits and the primary Member has authorised them. The primary Member may remain responsible for permissions and charges.
How do I cancel?
Use the cancellation method shown at checkout, in your order information or through Membership Support. Supplier bookings may have separate cancellation terms.
How do you use my information?
We use personal information to administer membership and handle requests as described in our Privacy Policy. Please do not send sensitive documents through ordinary email or messaging.
Is this an emergency service?
No. Contact the relevant emergency service or local authority where there is an immediate risk to life, health, safety or property.