Terms & Conditions

Plain English Summary

This summary is not a substitute for the full Terms, but it explains their commercial intent.

• Kensington Concierge provides lifestyle concierge and membership services. It does not provide banking, electronic money, regulated payment services, investment advice, travel insurance or card issuing services.
• Many bookings and experiences are supplied by independent third-party providers. Their own terms, availability rules, prices, age restrictions, cancellation rules and safety requirements may apply.
• A booking is confirmed only when Kensington Concierge or the relevant supplier confirms it in writing and any required payment or deposit has been received.
• Membership fees, concierge fees and third-party supplier costs are separate. The customer remains responsible for third-party charges, taxes, deposits and no-show or cancellation charges.
• The applicable membership term, renewal method, price and cancellation route must be shown before purchase. Cancelling membership does not automatically cancel an existing supplier booking.
• Consumer cancellation rights may apply to online memberships and some services, but dated leisure, accommodation, catering, event and travel arrangements may be exempt or subject to supplier terms.

1. Introduction and Scope

These Terms and Conditions (the Terms) govern the provision of concierge, lifestyle membership, booking support, benefits access and related services by XLY Concierge Limited, trading as Kensington Concierge (Kensington Concierge, we, us or our), to the person or business purchasing or using those services (you or the Client).

These Terms apply together with any membership plan, order confirmation, booking confirmation, invoice, quotation, privacy notice, Supplier terms, promotion terms or other written terms expressly agreed between you and us. If there is a conflict, the order of priority is: any written order or booking confirmation, any applicable Supplier terms for the relevant Booking, these Terms, and then general website content.

These Terms are designed for concierge and lifestyle services. They do not grant you any payment account, e-money account, banking facility, foreign exchange trading service, investment service, money remittance service, virtual IBAN, SWIFT access or regulated financial service from Kensington Concierge.

If you are a consumer, nothing in these Terms affects any rights or remedies that cannot lawfully be excluded. If you are acting wholly or mainly for purposes relating to your trade, business, craft or profession, you are a Business Client. Certain provisions in these Terms apply differently to consumers and Business Clients and say so expressly.

A contract for membership is formed when we accept your application or order and send an order confirmation. A separate contract for a Booking may be formed between you and us, between you and a Supplier, or both, depending on what the confirmation states. Website descriptions, social media posts and availability messages are invitations to enquire and are not binding offers.

You should read these Terms and all plan-specific or Booking-specific information before purchasing. We will make the contractual information available in a form you can save. Keep a copy of the version accepted by you and each confirmation relating to a Booking.

2. About Kensington Concierge

Kensington Concierge is a trading style of XLY Concierge Limited, a company registered in England and Wales under company number 15955015. Our registered office is Academy House, 11 Dunraven Place, Bridgend, Mid Glamorgan, CF31 1JF.

We provide concierge and lifestyle membership services. These may include assisting with restaurant reservations, event access, leisure experiences, hospitality requests, travel-related introductions, lifestyle arrangements, luxury gifting, personal assistance, partner benefits and similar services.

We are not a bank, e-money institution, payment institution, card issuer, travel insurer, financial adviser or investment adviser. Kensington Concierge membership does not include a payment card, payment account or other financial product.

Our general contact email is info@kensingtonconcierge.co.uk. Any separate contact method, service desk or messaging channel made available to a Member may be subject to the hours and response arrangements described in the relevant membership plan.

The descriptions of services in these Terms are illustrative. The exact services, service hours, request allowances, geographic coverage and benefits included in a membership are those stated in the plan information supplied before purchase. We do not provide legal, medical, tax, immigration, investment or other regulated professional advice.

3. Definitions

In these Terms, Booking means a reservation, purchase, arrangement, ticket, itinerary, appointment, table, experience or other arrangement requested by you or made for you. Concierge Services means the request handling, sourcing, coordination, recommendation, introduction, booking support, account management and related assistance services we provide. Experience means a dining, leisure, hospitality, event, travel, cultural, wellness, entertainment or similar activity. Member means a person with an active membership plan. Supplier means any restaurant, hotel, venue, event organiser, tour operator, transport provider, merchant, retailer, professional adviser, partner, agent or other third party that supplies goods or services.

Membership Fees means recurring or one-off fees payable to us for access to a membership plan or benefits. Supplier Charges means charges payable to a Supplier, including ticket prices, accommodation charges, restaurant minimum spends, deposits, service charges, taxes, delivery charges, cancellation charges and no-show charges. Concierge Fees means additional fees payable to us for bespoke work, urgent requests, complex arrangements, procurement, administration or other services outside a membership plan.

Business Client means a person acting wholly or mainly for business purposes. Consumer means an individual acting wholly or mainly outside their trade, business, craft or profession. Confirmation means our or a Supplier's written acceptance of a membership, request or Booking. Membership Period means the fixed or rolling period shown at purchase. Order Information means the plan description, price, billing frequency, minimum term, renewal information and cancellation method presented before purchase.

References to writing or written communications include email and messages sent through an agreed member portal or messaging channel. References to including or such as are illustrative and do not limit the words that precede them.

4. Eligibility and Account Registration

You must be at least 18 years old to purchase or use our Services. If you use our Services on behalf of a company, partnership, family office, trust or other organisation, you confirm that you have authority to bind that organisation.

We may ask you to provide accurate registration, identity, contact, billing, guest, preference, dietary, accessibility, travel or other information reasonably required to provide the Services. You must keep that information up to date.

We may refuse, suspend or terminate access to the Services where we reasonably believe that information supplied to us is inaccurate, incomplete, misleading, fraudulent, unlawful or incompatible with our risk, safety or compliance standards.

Membership is personal to the named Member unless the plan expressly permits additional users. You must not sell, share or transfer account access, benefits or credentials. You are responsible for activity carried out through your account or by an authorised user, except to the extent caused by our failure to take reasonable security measures.

You must protect passwords, access codes and connected devices and tell us promptly if you suspect unauthorised access. We may pause instructions received from an unrecognised channel or request reasonable verification before acting, particularly where a request involves a material payment, sensitive information, high-value goods or travel.

We may carry out identity, fraud, sanctions or other lawful checks where proportionate to a request. Any check does not mean that we accept responsibility for matters that remain the Member's or Supplier's responsibility.

5. Membership Plans and Benefits

Membership plans may give access to a defined level of concierge support, request handling, member communications, benefits, partner offers, priority support or other features described at the time of purchase. Benefits are subject to availability and may change from time to time.

Unless expressly stated otherwise, membership does not include the cost of any Supplier goods or services. You remain responsible for all Supplier Charges and any taxes, tips, delivery fees, booking fees, minimum spends, deposits or similar amounts.

We may change membership features, benefits, partners or availability where reasonably necessary to improve the service, replace discontinued benefits, comply with law, reflect Supplier changes or protect service quality. If a change materially disadvantages you during a paid membership period, we will provide reasonable notice and any cancellation or refund rights required by law.

Before you join, the Order Information will state whether the membership is for a fixed term, renews automatically, continues until cancelled, or ends without renewal. It will also state the Membership Fee, billing frequency, minimum commitment, included service level and the steps and deadline for stopping renewal. Those details form part of the contract.

Where a membership renews automatically, we will provide reminders or renewal information where required by law. You may stop a future renewal using the cancellation method in the Order Information or any simpler method we subsequently make available. Stopping renewal does not usually end access before the paid Membership Period expires and does not cancel existing Bookings.

A benefit described as priority, preferred, exclusive, complimentary or VIP remains subject to allocation, eligibility, capacity, location, dates and Supplier terms. Membership does not guarantee acceptance at a venue, access to sold-out inventory, upgrades, a particular table, room, seat, artist, performer or outcome.

Benefits are normally for the Member's personal use and may not be transferred, auctioned, resold or commercially exploited unless the relevant offer expressly permits it. A Supplier may ask for identification or proof of membership and may refuse a benefit if eligibility conditions are not met.

If we discontinue a material core benefit during a prepaid fixed Membership Period and cannot provide a reasonably comparable replacement, we will offer a fair remedy, which may include a proportionate refund or the right to end the affected membership. This does not apply to a temporary outage, a Supplier's isolated lack of availability or a change that does not materially reduce the overall service.

6. Concierge Requests

You may submit requests through the website, email, telephone, messaging channel, member portal or any other channel we make available. We will use reasonable care and skill when handling your request, but we do not guarantee that every request can be fulfilled.

Requests may be declined where they are unlawful, unsafe, abusive, discriminatory, exploitative, deceptive, impractical, outside our service scope, likely to damage our reputation or relationships, or likely to breach Supplier terms or applicable law.

You are responsible for checking all details you provide to us, including dates, times, names, passport details, guest numbers, ages, dietary requirements, accessibility requirements, spending limits and destination information. We are not responsible for losses caused by incorrect or incomplete information supplied by you.

We will clarify the scope of a request where reasonably necessary and may provide options rather than a single recommendation. Our role is to assist with sourcing and coordination; you remain responsible for deciding whether an option is suitable and for reviewing material restrictions before instructing us to proceed.

Time estimates are not guarantees. High-demand, urgent, international, bespoke or complex requests may require additional time, a deposit or a separately agreed Concierge Fee. If a request is outside the included service level, we will tell you about any additional fee before carrying out chargeable work where reasonably practicable.

We do not guarantee that a request will be fulfilled within a particular time unless we have expressly accepted a deadline in writing. Availability may disappear while we await your response, payment or verification. We are not required to hold inventory or spend our own funds unless we expressly agree to do so.

Recommendations may reflect information supplied by Suppliers, publicly available information, previous client feedback, commercial relationships or our professional judgement. They are not warranties that a venue, product or experience will meet every personal preference.

7. Quotes, Availability and Confirmations

Any quote, estimate, menu, ticket price, availability indication, venue option, itinerary, recommendation or similar information is indicative until confirmed in writing. Suppliers may change availability, pricing or conditions without notice.

A Booking is confirmed only when we or the relevant Supplier send written confirmation and any required payment, deposit, pre-authorisation, identity check or acceptance of Supplier terms has been completed.

You must review each confirmation promptly and tell us immediately if any detail is incorrect. We will use reasonable efforts to correct errors where possible, but changes may be subject to availability, Supplier rules and additional costs.

Your instruction to proceed authorises us to take the steps described in the quote or confirmation and, where stated, to communicate acceptance to the Supplier as your disclosed agent. We will not knowingly exceed a stated spending limit without further approval, but taxes, tips, exchange-rate movements and Supplier-imposed charges may cause the final total to differ from an estimate.

An instruction sent from your registered email address, telephone number, member account or agreed messaging channel may be treated as authorised by you unless you have told us that the channel is compromised. For unusually high-value or sensitive requests, we may require additional confirmation and will not be liable for delay caused by a reasonable verification step.

A confirmation should identify, where relevant, the Supplier, date, time, location, number and names of guests, price, taxes, deposits, cancellation terms, principal restrictions and the party taking payment. If a material term is missing or unclear, ask us before proceeding.

Obvious typographical, pricing or availability errors do not bind either party. If we discover an error after confirmation, we will notify you promptly and offer an appropriate correction, alternative or cancellation and refund of amounts paid to us for the affected item, subject to applicable law.

8. Third Party Suppliers

Many Experiences, goods and services are supplied by independent Suppliers. We may act as your concierge, introducer, arranger, disclosed agent, booking support provider or facilitator, depending on the arrangement. Unless we expressly state that we are the Supplier, the relevant Supplier is responsible for providing the underlying goods or services.

Supplier terms may apply in addition to these Terms. These may include age limits, dress codes, arrival times, security checks, health and safety rules, conduct rules, cancellation deadlines, refund restrictions, weather policies, ticket transfer restrictions and other conditions.

We are not responsible for a Supplier's acts, omissions, insolvency, price changes, cancellation, refusal of entry, service quality, safety procedures or failure to perform, except to the extent caused by our own failure to use reasonable care and skill.

Where you contract directly with a Supplier, the Supplier's identity will be disclosed before or in the Confirmation where reasonably practicable. Your payment to us for onward transmission, or our assistance with a complaint, does not by itself make us the provider of the underlying service.

We may select or recommend Suppliers using reasonable professional judgement, but inclusion in our network is not a guarantee of financial standing, regulatory status, safety, availability or performance. You should tell us before confirmation about any requirement that is essential to your decision, such as step-free access, severe allergies or a specific licence.

If a Supplier fails to perform, we will provide reasonable assistance with communications and any refund request. Any amount recovered from a Supplier for you will be passed on after deducting only sums that you validly owe us or costs expressly agreed in advance. We are not required to fund a Supplier refund from our own money unless we are legally responsible for the loss.

Nothing in this section limits our responsibility for our own negligence, misrepresentation, breach of contract or breach of a duty that the law places on us, including any responsibility we have when we are the principal supplier or organiser rather than an agent.

9. Fees, Charges and Payment

You agree to pay all Membership Fees, Concierge Fees and Supplier Charges that are disclosed to you and accepted by you, or that are incurred in accordance with your confirmed instructions.

Prices are stated in GBP unless otherwise indicated. Prices may be exclusive or inclusive of VAT depending on the nature of the fee and the information provided at the time of purchase. We will provide VAT information where required by law.

We may require advance payment, a deposit, a card pre-authorisation or cleared funds before performing work or confirming a Booking. Where we pay a Supplier on your behalf, you must reimburse us for the amount paid and any disclosed administration fee.

If a payment fails, is reversed or is not received when due, we may suspend work on your request, withhold confirmation, cancel a Booking where permitted, charge reasonable recovery costs, or terminate your membership in accordance with these Terms.

By providing a payment method and approving a charge, you authorise the relevant payment provider to collect the stated amount. For recurring Membership Fees, the Order Information will explain the frequency and amount or method of calculation. You may update your payment method, but doing so does not remove charges already due.

A payment card may be tokenised and processed by an independent payment provider. We should not receive or retain a full card security code. The payment provider's privacy and service terms may also apply.

Where a Supplier charges in a currency other than GBP, the GBP estimate may change because of exchange rates, card-provider conversion rates or foreign transaction fees. Unless we expressly quote a fixed GBP amount, you bear exchange-rate movements and charges imposed by your bank, card provider or the Supplier. We will disclose any separate foreign-currency or procurement fee charged by us before you approve it.

You are responsible for taxes, duties, customs charges and local levies associated with a Booking or goods unless the Confirmation states that they are included. Gratuities are not included unless expressly stated. A hotel, car-hire provider or venue may place a separate pre-authorisation or security deposit on your card.

If you reasonably dispute a charge, contact us promptly with supporting information. Nothing in these Terms removes a lawful right to seek a card-provider remedy. You must not use a chargeback to avoid a valid Membership Fee, Concierge Fee, Supplier Charge or cancellation charge, and we may provide the relevant Confirmation and communications to the payment provider when responding to a dispute.

For Business Clients, undisputed sums not paid when due may accrue interest and recovery costs to the extent permitted by law and stated on the invoice. For consumers, we will charge only recovery costs that are fair, proportionate, transparent and legally recoverable.

10. Cooling Off Rights Cancellations and Refunds

If you are a consumer and purchase a membership or service online, by telephone or away from our business premises, you may have a statutory right to cancel during a 14-day cooling-off period. We will provide any legally required pre-contract information and cancellation instructions before or at the time of purchase.

If you ask us to begin providing services during the cooling-off period, you may be required to pay a proportionate amount for services supplied before you cancel. If a service is fully performed during the cooling-off period with your express consent and acknowledgement, you may lose the right to cancel that fully performed service.

Dated accommodation, transport, catering, leisure, event and travel arrangements may be exempt from statutory cooling-off rights or may be subject to the relevant Supplier's cancellation and refund rules. We will tell you where a Booking is subject to non-refundable, partially refundable or time-limited cancellation terms before you confirm where reasonably practicable.

Membership Fees are refundable only where required by law, where expressly stated in the relevant membership plan, or where we agree otherwise in writing. Supplier Charges are refunded only to the extent the Supplier refunds them or the law requires a refund.

If you cancel a request after we have started bespoke work, we may charge any disclosed Concierge Fees and any reasonable costs already incurred, subject to your statutory rights.

For a service contract, the statutory cancellation period generally runs for 14 days after the day the contract is made. You may cancel by a clear statement sent to the contact details provided to you; you do not have to use the model form in Schedule 1. We will acknowledge cancellation and process any refund required by law using the original payment method unless agreed otherwise.

If you expressly ask us to start Concierge Services during a statutory cancellation period, we may begin before it expires. If you then cancel, we may charge a proportionate amount for services actually supplied up to cancellation where the law permits. If the service has been fully performed following the required request and acknowledgement, the statutory cancellation right may end.

The statutory cooling-off right may not apply to accommodation, transport of goods, vehicle rental, catering or services related to leisure activities where the contract provides for a specific date or period, and different statutory regimes may apply to passenger transport and package travel. This does not remove any contractual cancellation right stated in the Confirmation or Supplier terms.

To cancel a membership after any statutory cooling-off period, follow the plan's stated cancellation method and notice requirements. Unless the plan or law says otherwise, cancellation takes effect at the end of the current paid period and fees already paid are not refunded merely because the service was not used.

To cancel a Booking, contact us as soon as possible. We will tell you the Supplier's applicable cancellation terms and any Concierge Fee already earned or reasonable cost already incurred. A cancellation is effective only when received and, where a Supplier must approve it, confirmed by us or the Supplier. Silence or non-attendance does not cancel a Booking.

Where a refund is due from us, we will make it without undue delay and within any statutory deadline. Where the Supplier owes the refund, timing may depend on receipt from that Supplier, but we will not delay passing on funds after we receive them. We will explain any deduction, retained fee or non-refundable amount.

11. Changes to Bookings

If you ask to change a Booking, we will use reasonable efforts to help, but changes are subject to Supplier availability, Supplier terms and additional charges.

If a Supplier changes or cancels a Booking, we will use reasonable efforts to notify you and, where appropriate, help identify alternatives. Any refund, credit or replacement offered by a Supplier will be governed by the Supplier's terms and applicable law.

Where we are responsible for an error in a confirmed Booking, we will use reasonable efforts to correct it or provide an appropriate remedy, subject to the limitations in these Terms and your statutory rights.

A request to change a date, name, guest, route, room, menu, ticket, delivery address or other detail may be treated by a Supplier as a cancellation and new booking. We will tell you about known consequences before processing the change where reasonably practicable.

If a material Supplier change makes the Booking substantially different from what was confirmed, your rights will depend on the Supplier contract and applicable law. We will not accept a replacement or additional charge on your behalf without authority unless immediate action is reasonably necessary to protect your interests and it is not practicable to contact you.

You must notify us without undue delay of an issue arising during an Experience or trip so that we and the Supplier have a reasonable opportunity to assist. Failure to report an issue promptly may affect the practical remedy available, but it does not remove rights that cannot lawfully be excluded.

12. Travel Packages and Linked Travel Arrangements

Some requests may involve travel-related services such as accommodation, transport, excursions or destination experiences. Unless we expressly state otherwise in writing, we act as a concierge facilitator or agent for separate Suppliers and do not sell a package holiday as organiser.

If an arrangement is a package or linked travel arrangement under the Package Travel and Linked Travel Arrangements Regulations 2018, the applicable statutory information, protections, insolvency arrangements and cancellation rights will apply. We may provide separate travel terms or Supplier documents for such arrangements.

You are responsible for passports, visas, health requirements, travel insurance, entry rules, local laws, baggage rules, accessibility requirements and any other travel requirements unless we expressly agree to provide a specific service relating to them.

Travel services can create different legal roles. The Confirmation should state whether we act only as an agent or facilitator for separately selected services or whether Kensington Concierge is accepting responsibility as organiser or principal. The legal character of the arrangement depends on the actual services and booking process, not only on the label used.

If we offer or facilitate a combination that qualifies as a package or linked travel arrangement, we will provide the prescribed information and protection required for that arrangement. Any separate package travel terms will take priority for the relevant trip where they provide mandatory information or rights.

Travel information can change quickly. You should check current passport validity, visa, immigration, vaccination, health, safety and entry requirements with official authorities and obtain suitable travel insurance covering cancellation, medical treatment, activities, possessions and disruption. Our reminders are general assistance and are not immigration, medical or insurance advice.

You must give names exactly as shown on travel documents and promptly check tickets and itineraries. Suppliers may refuse correction or charge substantial fees for name, date or route changes. We are not responsible for refusal of entry, missed travel or loss caused by inaccurate information supplied by you or failure to meet official requirements.

Airlines, rail operators, hotels and other Suppliers may alter schedules, routes, rooms, facilities or services. Passenger rights and Supplier remedies may apply. We will provide reasonable concierge assistance, but we do not guarantee an alternative at the same price or standard unless we are legally responsible as organiser or principal.

The Package Travel and Linked Travel Arrangements Regulations 2018 are scheduled to be amended from 6 April 2027. Any travel service sold or facilitated on or after that date must be reviewed against the law then in force and the booking journey adjusted where necessary.

13. Member and Guest Conduct

You and your guests must treat our staff, Suppliers and other customers with respect and must comply with all venue, event, travel, safety and Supplier rules.

We may suspend or terminate Services, decline requests, cancel access to benefits or refuse future requests where you or your guests engage in abusive, threatening, discriminatory, unlawful, fraudulent, unsafe, harassing or reputationally damaging conduct.

You are responsible for the conduct of guests you include in a Booking and for any charges, losses or penalties caused by their conduct, subject to applicable law.

You and your guests are responsible for damage, additional cleaning, fines, smoking charges, security call-outs and other reasonable amounts imposed because of your conduct, to the extent supported by evidence and permitted by law. A Supplier may require a deposit or payment card to cover incidentals.

We may share relevant conduct or safety information with a Supplier where reasonably necessary to manage an active Booking, investigate an incident or protect people and property, in accordance with applicable data protection law.

Where a guest is under 18 or requires supervision, the Member is responsible for ensuring appropriate adult supervision and for checking age, consent and venue rules. We do not provide childcare, medical supervision or safeguarding services unless expressly agreed through a suitably qualified Supplier.

14. Acceptable Use and Prohibited Requests

You must not use our Services to request, arrange, promote or facilitate unlawful activities; evasion of sanctions; bribery; fraud; harassment; exploitation; counterfeit goods; unauthorised resale; misleading identity use; unsafe conduct; or activities that infringe third-party rights.

We may report unlawful or suspicious activity to relevant authorities where required or permitted by law.

We may refuse any request that is inconsistent with our values, legal obligations, Supplier rules, brand standards or operational capacity.

Prohibited requests include attempts to obtain restricted or unlawfully sourced goods, evade ticketing or venue controls, impersonate another person, bypass age or identity checks, bribe staff, secure improper preferential treatment, facilitate sexual exploitation, or arrange activities that create an unreasonable risk of harm.

We may ask for information about purpose, participants, source of funds or intended use where reasonably necessary to assess legality, safety or Supplier compliance. A refusal to provide reasonably requested information may result in the request being declined without liability for unconfirmed arrangements.

15. No Financial or Card Services

Kensington Concierge provides concierge and lifestyle membership services only. Membership does not include a payment card, payment account, electronic money account, foreign-exchange service, credit product, insurance product or other regulated financial product.

References on the website or in older materials to cards, card applications, card programmes, payment accounts or financial benefits do not form part of the Services and must not be relied upon. If any such reference remains visible, please notify us so that it can be corrected.

16. Service Availability and Communication

Our stated working hours and support channels may vary by membership plan. We may provide support outside working hours at our discretion or where included in a plan, but we do not guarantee immediate response unless expressly stated in your plan.

We may communicate with you by email, telephone, SMS, messaging app, member portal or other electronic means using the contact details you provide. You must keep your contact details accurate and monitor communications relating to active requests and Bookings.

We may record or retain communications where lawful and reasonably necessary for training, quality assurance, dispute resolution, compliance, fraud prevention, service delivery or recordkeeping.

Response targets describe when we aim to acknowledge or begin handling a request, not when the underlying Booking will be completed. Response times may be longer during major events, public holidays, severe disruption, unusually high demand or where a request requires Supplier input.

Messaging applications and email are not guaranteed to be secure or continuously available. Do not send full payment-card details, passwords or unnecessary identity documents through an ordinary message. We may direct you to a secure method where sensitive information is needed.

We may carry out planned maintenance or temporarily restrict a channel. Where practicable, we will provide an alternative contact method for active time-sensitive requests. A technical acknowledgement does not mean that a request or cancellation has been read or accepted.

You are responsible for ensuring that our messages are not blocked and for checking confirmations relating to imminent Bookings. If your contact details change, update them promptly. We are not responsible for a missed communication sent correctly to the latest details you supplied, except where the law provides otherwise.

17. Privacy and Personal Data

We will process personal data in accordance with our Privacy Policy. To provide the Services, we may need to process and share information such as names, contact details, preferences, dietary requirements, accessibility needs, identity information, travel details, payment status and guest information with Suppliers and service partners.

You must ensure that any personal data you provide about guests or other individuals is accurate and that you have any required permission to share it with us for the relevant request.

Depending on the circumstances, we may act as an independent controller for concierge services and Suppliers may act as independent controllers for their own services. Where a processor relationship is required, appropriate data protection terms should be agreed separately.

Information about health, allergies, disability, religion or other sensitive matters may reveal special category personal data. Provide only information relevant to the request. We will use and share it only where we have an appropriate lawful basis and, where required, an additional condition or valid consent.

Suppliers may process information under their own privacy notices and may be located outside the United Kingdom. Our Privacy Policy should explain international transfers, retention, individual rights, complaint routes and how to contact the person responsible for data protection matters.

We cannot guarantee that a Supplier will satisfy a dietary, allergy or accessibility requirement merely because it has been passed on. You must verify critical requirements directly at the venue or with the Supplier before relying on them, particularly where a mistake could cause serious harm.

Where you ask us to keep preferences for future requests, you may update or withdraw them at any time. We may retain records for legal, tax, fraud prevention, complaints and contract administration purposes after membership ends, in accordance with our retention policy.

18. Partner Offers, Benefits and Promotions

Partner offers and benefits are subject to availability, eligibility, expiry dates, allocation limits, location restrictions and partner terms. We may withdraw or replace an offer where a partner changes or discontinues it.

Unless expressly stated otherwise, offers cannot be exchanged for cash, combined with other promotions, transferred, resold or used retrospectively.

We may receive commissions, referral fees, preferred partner fees or other commercial benefits from Suppliers or partners. Where required by law or relevant to your decision, we will disclose this information in an appropriate way.

The details shown at the time of an offer form part of its conditions. Unless stated otherwise, a benefit has no cash value, applies only to a new qualifying Booking made through the stated channel and cannot be applied after a transaction is completed.

Where we receive commission or another benefit, this does not increase the price payable by you unless disclosed. We remain responsible for exercising reasonable care and skill in the concierge service and will not knowingly present a paid placement as an independent recommendation.

A promotion may be subject to separate terms identifying the promoter, eligibility, opening and closing dates, redemption process, restrictions and any prize conditions. Those promotion terms take priority for the promotion only.

19. Intellectual Property

Our website, branding, logos, trade names, content, membership materials, curated lists, itineraries, guides and service processes belong to us or our licensors. You may use them only for your personal or internal business use in connection with the Services.

You must not copy, reproduce, distribute, scrape, resell, commercially exploit, modify, reverse engineer or create derivative works from our materials without our prior written consent.

A bespoke itinerary or recommendation is prepared for the named Member and may contain Supplier material. You may share it with guests participating in the relevant Booking, but you may not publish or commercially exploit it without permission.

If you provide photographs, reviews, preferences, instructions or other content, you retain ownership. You give us a limited permission to use that content only as reasonably necessary to provide the Services, keep records, resolve disputes and meet legal obligations. We will seek separate permission before using identifiable client content for marketing unless another lawful basis clearly applies.

20. Our Liability

We will provide the Services with reasonable care and skill. Nothing in these Terms excludes or limits liability that cannot legally be excluded or limited, including liability for death or personal injury caused by negligence, fraud or fraudulent misrepresentation, or your statutory consumer rights.

Subject to the paragraph above, we are responsible only for direct and reasonably foreseeable losses caused by our breach of these Terms or our failure to use reasonable care and skill.

We are not responsible for indirect losses, loss of profit, loss of business, loss of goodwill, loss of opportunity, disappointment, inconvenience, or losses caused by Suppliers, except where the law does not allow such exclusion.

For business clients, our total liability arising out of or in connection with the Services in any 12-month period is limited to the greater of GBP 1,000 or the Membership Fees and Concierge Fees paid to us by that client in that period, excluding Supplier Charges. This limit does not apply to liability that cannot legally be limited.

For consumers, any liability limit will apply only to the extent it is fair, transparent and permitted by applicable consumer law.

For consumers, we are responsible for loss or damage that is a foreseeable result of our breach of these Terms or failure to use reasonable care and skill. Loss is foreseeable if it was an obvious consequence or if both parties knew it might happen when the contract was made. We are not responsible for business losses suffered by a consumer using the Services for private purposes.

We do not exclude responsibility for information or commitments made by us that the law treats as binding, nor do we exclude remedies under the Consumer Rights Act 2015 or other mandatory consumer law. Any exclusion or limit must be read as narrowly as necessary to be lawful and fair.

Where we act only as disclosed agent, a claim about the underlying Supplier service should normally be made against the Supplier. We remain responsible for our own booking error, negligent recommendation or failure to follow an authorised instruction where that failure causes foreseeable loss.

We are not responsible for a missed opportunity to make an unconfirmed Booking, a subjective failure to enjoy an Experience, or a loss caused by your delay, inaccuracy, failure to review a Confirmation or failure to comply with reasonable Supplier rules, except to the extent we materially contributed to the loss.

For Business Clients only, neither party is liable for loss of profit, revenue, business, anticipated savings, goodwill or indirect or consequential loss, except where such liability cannot legally be excluded. The stated Business Client cap applies in aggregate to claims arising in the relevant 12-month period and not separately to each request.

Each party must take reasonable steps to reduce avoidable loss. Nothing in this section requires a consumer to take steps beyond what is reasonable in the circumstances.

21. Your Liability

You are responsible for losses, costs, claims, penalties, Supplier charges and reasonable expenses caused by your breach of these Terms, your inaccurate information, your unlawful conduct, your guest conduct, your failure to pay amounts due, or your failure to comply with Supplier rules.

You must not make a chargeback, payment dispute or refund claim dishonestly or without first giving us a reasonable opportunity to resolve the issue, unless urgent action is necessary to protect your legal rights.

A consumer is responsible only for loss that is a reasonably foreseeable result of their breach, negligence or unlawful act. Nothing in these Terms requires a consumer to indemnify us for losses we caused or for amounts that are disproportionate, unsupported or not legally recoverable.

A Business Client will reimburse us for reasonable third-party claims, penalties and costs directly resulting from an instruction it was not authorised to give, its unlawful use of the Services, or a material breach of these Terms, except to the extent caused by our negligence or breach. We will give reasonable notice and allow the Business Client to participate in the defence where appropriate.

22. Suspension and Termination

You may cancel your membership in accordance with the cancellation method and notice period stated in your membership plan or required by law. Cancellation of membership does not automatically cancel confirmed Bookings, Supplier Charges or amounts already due.

We may suspend or terminate your membership or access to Services on reasonable notice if you fail to pay, breach these Terms, misuse the Services, provide inaccurate information, behave abusively, create legal or safety risk, or repeatedly submit requests outside the scope of the Services.

We may terminate immediately where we reasonably believe there is fraud, unlawful activity, serious misconduct, risk to staff or Suppliers, regulatory concern, sanctions issue or other urgent reason.

On termination, accrued rights and obligations survive, including payment obligations, confidentiality, intellectual property, liability limits and any clauses that by nature should continue.

Where practicable, we will explain the reason for suspension and what must be done to restore access. We may limit suspension to the affected account, user, channel or request where that is sufficient to manage the risk.

If we end a consumer membership for convenience rather than because of the Member's breach, we will give reasonable notice and refund the unused proportion of any prepaid Membership Fee, unless we provide the service until the end of the paid period. If we end for a serious or material breach, any refund will depend on the circumstances, costs incurred and applicable law.

After membership ends, we may continue to administer an existing Booking if reasonably necessary, but we may charge an agreed fee for additional work outside the ended plan. The Supplier contract, payment obligations, cancellation terms and guest obligations for confirmed Bookings continue until completed or cancelled.

You may request return or deletion of information after termination, subject to our legal and legitimate retention requirements and the Privacy Policy. Access to member-only content, benefits and channels ends when termination takes effect.

23. Complaints and Disputes

If you have a concern, please contact us first with enough detail for us to investigate. We will aim to acknowledge and handle complaints fairly and within a reasonable time.

Where the complaint relates to a Supplier's goods or services, we may refer the complaint to the Supplier or help you liaise with the Supplier, but the Supplier may remain responsible for the underlying issue.

Nothing in these Terms prevents a consumer from using any statutory dispute resolution route, court process or regulator route available under applicable law.

Send complaints to info@kensingtonconcierge.co.uk with your name, contact details, the relevant membership or Booking reference, a clear description of the issue and the outcome sought. Please provide supporting documents where available, but do not send unnecessary sensitive information.

We aim to acknowledge a complaint within five business days and provide a substantive response within 20 business days. Complex matters or Supplier investigations may take longer; if so, we will provide an update and an expected response date. These are service targets and do not shorten any statutory time limit.

Our final response will explain the outcome and any remedy offered. If an applicable approved alternative dispute resolution provider or sector scheme is available and we are required or choose to use it, we will provide the relevant details. We do not commit in these Terms to participate in a scheme unless separately confirmed.

Business Clients and consumers should raise claims promptly so records can be preserved and practical remedies considered. This request does not reduce a statutory limitation period or other non-excludable right.

24. Changes to These Terms

We may update these Terms from time to time to reflect changes in our Services, law, Suppliers, memberships, business processes or customer feedback.

If you have an active paid membership and a change materially disadvantages you, we will provide reasonable notice where required and explain any options available to you.

The version of the Terms that applies to a specific confirmed Booking is normally the version in force when that Booking was confirmed, unless a change is required by law or agreed with you.

We will not use a change clause to impose a materially different service or unexpected financial burden without a valid reason. Where a recurring consumer membership is materially changed, the notice will describe the change, its effective date and any right to cancel before it takes effect.

A change made only to clarify wording, correct an error, reflect a legal requirement or add a benefit may take effect on reasonable notice or immediately where necessary. A price increase will not normally apply retrospectively to a Membership Period already paid for.

Continued use after a notified change may constitute acceptance only where this is fair, transparent and permitted by law. If you reject a material change, the available remedy may be to end the membership before the change takes effect without an early termination charge.

25. General Legal Terms

If any part of these Terms is found to be invalid or unenforceable, the rest of the Terms will continue to apply.

You may not transfer your rights or obligations under these Terms without our written consent. We may transfer our rights and obligations to another company in connection with a reorganisation, sale of business or group restructuring, provided this does not materially reduce your rights.

These Terms are governed by the laws of England and Wales. The courts of England and Wales will have jurisdiction, except where consumer law gives you the right to bring proceedings in another UK jurisdiction or local court.

If we delay exercising a right, that does not waive it. A waiver is effective only for the specific matter and occasion for which it is given. Rights and remedies under these Terms are cumulative unless the law or the relevant clause says otherwise.

These Terms, the Order Information and applicable Confirmations constitute the agreement between the parties concerning the Services. They do not exclude liability for fraud or fraudulent misrepresentation. A Business Client confirms that it has not relied on a statement not recorded in those documents, but this does not restrict a consumer's statutory rights or any binding pre-contract information.

Except for a Supplier that is expressly entitled to enforce a provision in a Confirmation, a person who is not a party to the relevant contract has no right under the Contracts (Rights of Third Parties) Act 1999 to enforce it. The parties may vary or end their contract without the consent of any third party unless the Confirmation expressly says otherwise.

Nothing in these Terms creates an employment relationship, partnership, joint venture or fiduciary relationship. When we are authorised to act as agent for a specific Booking, that agency is limited to the authority expressly given for that Booking.

Headings are for convenience and do not affect interpretation. A reference to a law includes amendments and replacements in force from time to time, but a change in law will not retrospectively remove a right that has already accrued.

Consumers resident in Scotland or Northern Ireland may bring proceedings in the courts of the part of the United Kingdom where they live, as applicable. Business Clients agree to the exclusive jurisdiction of the courts of England and Wales unless the parties agree otherwise in writing.

26. Tickets Events and High Demand Requests

Tickets and event access may be supplied by an organiser, venue, authorised ticket agent, hospitality provider, reseller or other Supplier. The Confirmation should identify the source or category of Supplier where reasonably practicable and state whether the ticket is transferable, personalised, digital, mobile-only or subject to lead-booker attendance.

We do not guarantee access to sold-out, invitation-only or restricted events. References to sourcing, priority, VIP, premium, hospitality or best available inventory describe the type of assistance or inventory requested; they do not guarantee a particular seat, view, entrance, artist, participant, meet-and-greet or experience unless expressly confirmed.

Ticket prices may exceed face value where lawful and where inventory is obtained through a hospitality provider or secondary market. Before you approve the purchase, we will disclose the total price payable to us, including any known sourcing or administration fee, and material restrictions communicated to us.

You must check names, dates, entry method, age limits and device requirements promptly. Screenshots may not work for rotating barcodes. The organiser may postpone, reschedule, relocate or cancel an event and may impose security, bag, photography, resale and conduct rules. Refunds and credits are governed by applicable law and the relevant Supplier terms.

We will not knowingly procure unlawfully resold or counterfeit tickets. We may refuse a request where provenance cannot reasonably be verified, where resale is prohibited, or where the request would involve evading ticket limits, identity requirements or access controls.

27. Goods, Gifts and Personal Shopping

Where we help source or purchase goods, the Confirmation will state whether you buy directly from the merchant or whether we buy and resupply the item. Product descriptions, images, dimensions, colours and availability may come from the merchant and can vary slightly from the item supplied.

You must tell us about any essential specification, deadline, budget, authenticity requirement, recipient restriction or delivery condition before purchase. Bespoke, personalised, perishable, sealed hygiene, limited-edition or specially sourced goods may have restricted cancellation or return rights where permitted by law.

Delivery dates are estimates unless expressly guaranteed. The recipient may be responsible for customs clearance, duties, taxes, age verification or collection. Risk and ownership pass as stated in the applicable merchant or Confirmation terms and subject to mandatory consumer law.

If goods are faulty, misdescribed or not fit for purpose, statutory rights may apply against the seller. We will identify the seller and provide reasonable assistance where we arranged the purchase, but nothing in these Terms limits our responsibility where we are the seller.

28. Events Beyond Reasonable Control

Neither party is responsible for delay or failure caused by an event beyond its reasonable control, including severe weather, natural disaster, epidemic, war, terrorism, civil disturbance, government action, border closure, transport disruption, utility or telecommunications failure, cyber incident not caused by a failure to take reasonable care, industrial action or widespread Supplier failure.

The affected party must take reasonable steps to reduce the impact and resume performance. We will notify you where practicable and explain the effect on active requests or Bookings. Payment obligations for services already supplied and Supplier cancellation terms may continue to apply.

If an event materially prevents us from providing a paid Concierge Service for a prolonged period, either party may end the affected service. We will provide any refund or credit required by law and a fair adjustment for any part of our own service not supplied. Supplier refunds remain subject to the Supplier contract unless we are legally responsible for them.

29. Notices and Contact Details

Routine service communications, approvals and cancellations may be sent using the agreed channels. A formal notice concerning breach, termination or legal proceedings must be sent by email and, where reasonably requested, by prepaid post to the latest address notified by the receiving party.

A notice by email is treated as received when it enters the recipient's information system without a delivery failure message, if sent before 5.00 pm on a business day in the recipient's location, and otherwise on the next business day. A posted notice is treated as received two business days after posting within the United Kingdom, unless evidence shows otherwise.

This section does not govern service of court proceedings where procedural rules apply. You must keep your contact details current. Our current registered office and general email appear at the beginning of these Terms and on our website.

Schedule 1. Model Cancellation Form

Complete and return this form only if you wish to cancel a contract where a statutory right to cancel applies.

To: Kensington Concierge, XLY Concierge Limited, Academy House, 11 Dunraven Place, Bridgend, Mid Glamorgan, CF31 1JF, United Kingdom.

Email: info@kensingtonconcierge.co.uk

I/We hereby give notice that I/we cancel my/our contract for the following service:

Ordered on:

Name of consumer(s):

Address of consumer(s):

Signature of consumer(s), if this form is submitted on paper:

Date:

Schedule 2. Membership Plans and Service Levels

Membership fees cover access to the concierge service level described for the selected plan. Supplier goods and services, travel, accommodation, tickets, dining, deposits, taxes, delivery, professional services and other third-party charges are payable separately unless a written quotation expressly states otherwise.

24/7 means that a Member may submit a request at any time through the stated channel. It does not guarantee immediate fulfilment or continuous availability of a particular individual. Response targets apply to acknowledgement or commencement of handling and do not control Supplier response times.

Schedule 3. Third Party Supplier Notice

Kensington Concierge provides concierge and lifestyle membership services. Membership does not include a payment card, payment account or other financial product.

Hotels, restaurants, transport providers, venues, retailers, event organisers, professional advisers and other independent suppliers may provide goods or services requested by a Member. Their availability, prices, restrictions, cancellation terms and privacy notices may apply in addition to these Terms.

Kensington Concierge will identify the relevant Supplier where reasonably practicable. Unless a Confirmation expressly states that Kensington Concierge is the supplier or principal, the independent Supplier remains responsible for the underlying goods or services it provides.