These terms and conditions should be read carefully by the Client(s) as they provide the legal framework against which the Company agrees to provide Services to the Client(s) and to which the Client(s) agrees to be bound. Please refer to the end of the document for ‘Definitions and Interpretation’. The language for retainerships/agreements is English.


Concierge is happy to offer retainerships, non-retainerships, event management agreements, daily rates or provide services on an ‘as incurred’ basis. Acceptance by the Company of a Retainership or signed agreement by the Client in any form constitutes a binding contractual agreement between the Company and the client(s) upon these Terms and Conditions commencing from the Effective Date detailed in either the agreement or retainer.

Retainership is personal to the client(s) and cannot be transferred to any third party. The Company may transfer its rights and obligations under these Terms and Conditions at any time, subject to giving client(s) 7 days’ prior written notice of such intention to transfer. If the Company was to transfer its rights and obligations, it still guarantee’s to meet the obligations as detailed in the specific retainers/agreements.


1.1 Full-Retainership constitutes a 24 hour, 7 days a week, 365 days a year service. A maximum of 200 hours per calendar month (PCM) can be used under this agreement, any unused hours cannot be transferred to the following month. Description of inclusive services will be agreed and detailed in the clients specific agreement.

1.2 Monthly-Retainership constitutes a 24 hour, 7 days a week, 365 days a year service and includes a daily rate for services agreed and detailed in the clients specific agreement.

1.3 Non-Retainer is for services agreed between the client(s) and the company at a daily rate and as detailed in a specific agreement or through an event management agreement where a fixed price is agreed between the Client and Company.


2.1 For ‘Full’ & ‘Monthly’ Retainership’s, payment of the first month (minimum) is required upfront and no later than the effective date of the agreement and then subsequent months should be paid no later than the 1st working day of each month.

2.2 Any agreed fees, including the retainership Fee/daily rates etc shall be paid by either a Payment Card, direct bank transfer or standing order only. Fees need to be cleared before services are provided.

2.3 Unless the Company gives its prior written consent, it will not accept payment of agreed fee’s by any method other than those stated in clause 2.2.

2.4 Where the Client(s) chooses to pay the Company by annual standing order, payment must be arranged in advance by the Client by completing the annual standing order mandate (“the Mandate”). Where a Client selects to pay it’s fee’s by Payment Card, the client may authorise the Company to charge subsequent fees to the Payment Card as agreed in the agreement. Where the Client has chosen to pay by Payment Card and the Company fails to receive such payment for any reason (including by virtue of the credit limit of the Payment Card having been exceeded or the Payment Card having been cancelled), the Company shall be entitled to terminate the agreement but without prejudice to its other rights in respect of such non‐payment.

2.5 If the any fee’s or any instalments remain unpaid after the due date for payment, all monies owing to the Company under the Client’s agreement with the Company and as such covered by these Terms and Conditions will become payable immediately. Such monies will include any unpaid balances.

2.6 The Company will charge a 3.2% handling fee in respect of payments of the Retainership Fee or Service(s) Fee made by credit card. Where a Client(s) makes payment of the Retainership Fee or Service Fee by debit card, the Company will charge a handling fee of 40 pence per transaction.

2.7 Client(s) shall pay the fee’s in full without any discount, deduction, set‐off or abatement whatsoever. If the Client(s) fails to make payment in line with their agreement within 30 days following the due date, then without limiting any other right or remedy available to the Company, the Company will: 2.7.1 freeze the client(s) retainership and withdraw the continuation of Services to the client(s); 2.7.2 Where such cancellation of retainership occurs, the Company cannot guarantee a former client(s) will be successfully re‐admitted as a Client(s) at any time following cancellation. 2.7.3 charge the Client(s) interest on all overdue payments until payment is received in full at the annual rate of 3%.


In these terms and conditions (the “Terms and Conditions”) the following words and phrases shall have the following respective meanings unless the context requires otherwise:

3.1 “Agreed User” means a specified individual within a Family, Personal Staff or an Organization as named on the Retainership Application Form (or as subsequently notified by the individual to the Company in writing) as having such express authority to instruct the Company to provide Services on the individuals behalf;

3.2 “Company” means ConciergeUK Limited, a company registered and incorporated under the laws of England & Wales (company number 9031757) the address of whose registered office is: Dean Clarke House, Southernhay East, Exeter. EX1 1AP;

3.3 “Goods” means any goods purchased by or supplied to the Company on behalf of a Client(s) and subsequently provided to the Client(s) under the Terms and Conditions which goods shall be deemed to have been purchased by the Company as agent for the Client(s);

3.4 “ Client(s)” means the person or corporate entity named on the Retainership Application Form where acceptance of an application has been communicated to the individual by the Company;

3.5 “Retainership for Services Form” means the application form completed by an Client(s) in applying for a Retainership for Services;

3.6 “Retainership for Services Fee” means the monthly fee charged by the Company to the Client(s) for Retainership of Services;

3.7 “Payment Card” means credit card or debit card;

3.8 “Service Fee” means the fee charged by the Company to the Client(s) for the provision of its

3.9 “Services” means any services provided by the Company to the Client(s) or sourced by the Company from a Supplier for the Client(s) and subsequently provided to a Client(s) under the Terms and Conditions including the purchase of Goods on behalf of the Client(s) ; and

3.10 “Supplier” means any third party supplier with whom the Company liaises in sourcing the Services while acting as agent on behalf of the Client(s).

In these Terms and Conditions: Words denoting the singular shall include the plural and vice versa; Any reference to a statutory provision shall include any amendment, replacement or re‐enactment thereof; and The headings of clauses are intended for convenience only and shall not affect the interpretation of the Terms and Conditions.


The privacy of our clients is important to us and we take care to safeguard it. This page describes our privacy policy, including the information that we might collect and how this is processed.

How we use information about you

ConciergeUK keeps and uses contact details of individuals from companies/clients who use our services. To maintain the quality of our service, we will also keep and use records of the nature and content of the contact we have with them and the services we have provided. We may, from time to time, use this information in order to tailor our services and inform you of ways we can help. You may on occasion provide us with documentation and information relevant to services we are providing to you. We will retain and use this information to enable us to provide the relevant service to you. We will not disclose any information about individuals unless they are operating as an agent or service provider, except where we are entitled or required by law to do so.

Our data controller is Wayne Hadley, Dean Clarke House, Southernhay East, Exeter. EX1 1AP

What information do we collect through our website?

When you register as a user, we will collect information necessary to validate your registration and to identify you for the purposes of providing the service. We may also collect information from you if you voluntarily complete any other forms on our site or if you contact us with comments or specific requests. Additionally, we may collect information relating to your use of the service for the purposes of monitoring and improving our provision and tailoring the provided service. We will not disclose any information collected to any third party unless they are operating as an agent or service provider, except where we are required by law to do so.


Use of cookies

Our website makes use of cookies (files which are sent by us to your computer or other access device) which we may then access when you visit our website in future. We do this to enable us to gain a better understanding of our users and their needs, and to monitor the effectiveness of our website in delivering content to them. We also use cookies to authenticate and authorise registered users. We do not store any personal information that you have provided to us in any cookie issued by this website. If you want to delete any cookies that are already on your computer, please refer to the instructions for your operating system or browser.

How this site uses cookies
The main cookies used on our website are as follows:

    A basic session identifier cookie for New Relic monitoring of the server that runs this website. No personal data is stored.
  • CraftSessionId
    A basic session identifier that enables the website application to identify your browser session, it is strictly necessary for the website to work. No personal data is stored.
  • _ga, _gat
    Google Analytics uses these cookies to define user sessions, and provide core features in its Analytics reports. Google drops and updates these cookies only for the purposes of collecting data for these reports.

How to reject and delete them

Most web browsers automatically accept cookies. However you do not have to accept cookies and you can, should you choose to at any time, reject or block the use of cookies and delete all cookies currently stored on your device. You can find out how to do this for your particular browser by clicking “help” on your browser’s menu, or by visiting: www.allaboutcookies.org.

Please be aware however that if you chose to block cookies you may not be able to access certain features of our web site. For information on how to reject or delete cookies on the browser of your mobile device you may need to refer to your device’s manual.

Please note that by deleting or refusing cookies, you may be unable to access certain areas or features of our site.


If you wish to request a copy of information that we hold about you, please contact the Data Protection Controller at the above address.

If you have any queries concerning your personal information or any questions on our use of the information, please contact us by writing to:

ConciergeUK, Dean Clarke House, Southernhay East, Exeter. EX1 1AP


Our website is operated by ConciergeUK Limited.

ConciergeUK Limited registered in England & Wales No. 9031757 Registered office: Dean Clarke House, Southernhay East, Exeter. EX1 1AP