Terms of Service

These terms apply to the services provided by Handled Concierge Limited ("Handled", "we" or "us"), a company registered in England and Wales, company number 17495615, with its registered office at 2 Park Dale, Ilkley, LS29 6LW, United Kingdom. You can contact us at hello@handledconcierge.co.uk. By starting your membership you agree to these terms.

We are a concierge and personal assistant service for busy people in Yorkshire. You ask us to arrange things for you, such as restaurant and other reservations, taxis, chauffeurs, activities and experiences, private chefs, private bartenders, cleaners, vehicle detailing and home services. We can also help with things like events, travel, shopping and life admin, as agreed with you.

You can make requests by WhatsApp, phone or email, day or night. We aim to reply within one hour between 8am and 10pm every day. Outside those hours you are welcome to message or call us, and we will respond as soon as we can. These are targets, not guarantees. We are not an emergency service, so in an emergency please call 999.

We may decline a request that is unlawful, unsafe or that we cannot reasonably arrange.

Membership is shaped around you. After a short conversation about what you need, we confirm in writing what your membership includes and the monthly fee before you start. Your membership fee is charged monthly in advance to the card you save when you join, using our payment provider Stripe, and renews automatically each month until you cancel. If we change your monthly fee, we will tell you at least 30 days beforehand, and you can cancel before the change takes effect.

If we offer you a complimentary first month, you do not pay the membership fee for the first 30 days after you join. This covers the membership fee only. Services we arrange for you, such as chauffeurs, private chefs and cleaners, are paid for as set out in these terms. To start your membership you save a card, but we do not take the membership fee during the complimentary month. When the 30 days end, your membership continues and the monthly fee is charged to your saved card, unless you have cancelled before then. A few days before the complimentary month ends, we will email you to remind you of the date, the amount and how to cancel. You can cancel at any time during the complimentary month using Manage billing in your account, or by emailing us. You will keep your membership until the complimentary month ends, and you will not be charged the membership fee.

If you are a member, we do not charge extra for reservations that cost us nothing to make. For services that cost money, such as taxis, chauffeurs, private chefs, private bartenders, cleaners, vehicle detailing, activities and home services, we pay the supplier and charge you the price. That price includes a service fee for our time, supplier checks and coordination. We will confirm the total price with you before we book, and you will see a single total for it in your account.

When we add a charge to your account, we notify you in the app if you have notifications on, and by email. Payment is due when a charge is added. For larger bookings, such as private chefs, private bartenders and chauffeur days, we may ask you to pay before the date of the service, and before we confirm the booking.

You can pay from your account. You will get a receipt by email, and you can request a statement of your account at any time from your account page.

You do not need to be a member to ask us to arrange a single service, such as a chauffeur or a private chef. We will confirm the total price with you before we book. The price includes our service fee, and for non-members this can include a fee on services that are free for members, such as restaurant reservations. When you have agreed the price, we send you a secure payment link, and we confirm your booking once your payment has been received. Your card details are entered with our payment provider and are not held by us. If a supplier cannot provide the service, we will offer you an alternative or refund the part that was not provided. If you need to cancel or change a booking, please tell us as soon as you can. The supplier's cancellation terms apply, and we pass on any charges. Bookings made for a specific date or time may not be covered by the 14-day right to cancel described in the section on cancelling your membership, because the service is provided on that date.

When you save your card, you authorise us to charge it for:

• your membership fee, and
• the price of services you have asked us to arrange, once you have agreed that price with us, including by message.

We only charge amounts you have agreed. Every charge appears in your account and we notify you when we add one. Your card details are held securely by Stripe. We only see the card brand and the last four digits. You can update or remove your card at any time using Manage billing in your account.

If a payment fails, our payment provider may try again. If a balance stays unpaid, we may pause arranging new services until it is settled, and we may end your membership after telling you.

You can cancel at any time using Manage billing in your account, or by emailing us. Your cancellation takes effect at the end of the monthly period you have already paid for. We do not refund part months. You keep your membership until then, and you still need to pay any outstanding charges for services we have arranged.

If you are an individual buying for personal use, you also have the right to cancel within 14 days of joining, without giving a reason, by emailing us. If you have asked us to start the service during those 14 days, you will pay for what we have provided up to the time you tell us you are cancelling, which means a proportion of the membership fee and any costs we have already incurred with suppliers for bookings you asked for. We will refund the rest of any membership fee you have paid, within 14 days of you cancelling.

Restaurants, drivers, chefs and other suppliers set their own cancellation terms. Please tell us as soon as you can if you need to change or cancel something. If a supplier makes a cancellation or no-show charge, we will pass it on to you.

We arrange services from independent suppliers. We take reasonable care to choose suppliers who are reputable and insured, and licensed or checked where that is relevant. For example, our cleaners are DBS checked. Suppliers are responsible for carrying out their own services. If something goes wrong, tell us straight away and we will help put it right. If a service needs access to your home or vehicle, we will agree the arrangements with you first.

Please keep your login details private and tell us straight away if you think someone else has used your account. The information you give us must be accurate and kept up to date.

We will provide our services with reasonable care and skill. We are responsible for loss you suffer that is a foreseeable result of us breaking these terms or being negligent. We are not responsible for loss that was not foreseeable, for any business losses, or for events outside our reasonable control, such as severe weather, transport disruption, supplier cancellations or venue closures. Nothing in these terms limits our liability for death or personal injury caused by our negligence, for fraud, or for anything else the law does not allow us to limit. Your legal rights as a consumer are not affected.

How we use your personal information is explained in our Privacy Policy.

We may update these terms from time to time. The current version is always on this page, with the date it was last updated. If we make a change that matters to existing members, we will tell you at least 30 days beforehand by email, and you can cancel before it takes effect.

If something is not right, please email us at hello@handledconcierge.co.uk. We will reply promptly and do our best to put it right.

These terms are governed by the law of England and Wales, and the courts of England and Wales can deal with any dispute. If you live in Scotland or Northern Ireland, you can also bring a claim in the courts where you live.