Terms and Conditions

General Terms and Conditions

We offer one core service of concierge, which breaks down into three branded offerings – Comfort, Luxury and Safety. These are defined as (the “Service”) in these Terms and Conditions. By using this Website, you acknowledge that you have read, and you agree to be bound by and comply with these Terms and Conditions

      Purchases Of Services

  • By placing an order through our website, you agree that you are legally capable of entering into binding contracts.
  • By placing an order through our website, you agree that you are at least 18 years old.
  • We will acknowledge by e-mail your order for a Service at the time you place your order. 
  • Once the order has been accepted and the service has been confirmed we will then notify you by mail.
  • We may at our sole discretion cancel the service ordered by you in the following circumstances: if you fail to pay for the agreed amount for the service prior to the service commencing; any credit card or direct debit details submitted by you for payment are found not to be valid or cease to be valid.
  • Cancellation of orders made howsoever caused shall be without prejudice to any rights or liabilities accrued at the date of cancellation.


      Payments And Deposits

  • Credit card payments are subject to a 3.85% surcharge.
  • Payments will be taken 7 days prior to the event.
  • Your booking may be subject to additional waiting time after the 60min free on all Airport Pickups. And 15min on any other pick-up address
  • The charge on your credit card statement will be shown as Quintes Concierge Limited
  • The prices for the Services are as set out on the Website and in the price payable for the specific service ordered, and will be sent by email to you when the booking is confirmed.
  • Your payment will be processed by a secure connection at the time you place your order on the relevant section of the Website. 
  • Payment is required by credit or debit card prior to services commencing.
  • During the booking process, we will ask you to complete/provide information for payment by credit card or direct card to enable us to collect payment for the services required.
  • We send electronic invoices/advice of charges to you in Adobe Acrobat PDF versions.
  • You may request paper or electronic copies of any of your invoices at any time.

 Cancellation And Refund Policy

  • If a booking is cancelled by the Client within 24hours from the start of the period of hire, then the Client will be charged.
  • For an event of more than 4 days, we need at least 48h notice for cancellation and a full refund.
  • Any deposit that has been paid for bookings will be non-refundable if is less than 48h notice is provided.
  • If a booking is cancelled by the Client within 12 hours from the start of the period of hire, 50% of all monies paid will be non-refundable. 
  • Any cancellation up to 6 hours will be charged at 100% of the total hire price.
  • If the Client does not appear at the time and place designated as the pickup point, all monies paid will be non-refundable.
  • Quintes Concierge requests a minimum of 4 hours’ notice for any online bookings.
  • If you would like to book a car with less than 4 hours’ notice, please call our helpline.

We will make every effort to ensure that the service is provided on time but will not accept liability for failure to deliver the service at the stated time, where the delay in providing the service is caused through events outside of the control of our concierge, chauffeurs and staff.

  • Whilst we do our utmost to ensure our drivers are punctual, we cannot accept responsibility for delays caused by circumstances out of our control.
  • The driver will drive at safe and sensible speeds in accordance with road conditions, traffic, and the legal speed limits.
  • Clients are responsible for any damage they cause to the interior and or exterior of a vehicle on hire to them and will be billed accordingly for any repair or valeting required to reinstate a vehicle to working order – as well as any subsequent loss of earnings for the driver for the consequence of their vehicle being off the road.
  • We provide subcontracted vehicles occasionally.
  • By supplying your email address, you permit Quintes Concierge Limited to contact you via e-mail.
  • We never supply your email to any third party.
  • If there are any changes or variations including extra mileage to the journeys other than what was agreed at the time of booking, the client will be charged extras in accordance with the pricing structure on our website.
  • We reserve the right to change your concierge, vehicle or chauffeur at any time if necessary.
  • Every effort will be made by Quintes Concierge to ensure that our services, vehicle(s) or Sub-Contractors vehicle(s) arrive on time.
  • Our Concierge(s) will travel by the most appropriate route on the day, unless instructed otherwise by the Client at the time of booking.
  • Quintes Concierge vehicle(s) and sub-contracted vehicles are fully insured for passenger and third-party claims.
  • Client’s properties are carried entirely at their own risk and Quintes Concierge shall not be held responsible/liable for any loss/damage to such property.
  • Quintes Concierge will keep a lost property book at their office and will endeavour to return any lost goods left in our vehicle(s) or subcontracted vehicle(s) to the Client.
  • Quintes Concierge and its Concierges have the right to refuse to work with any client who is thought to be under the influence of alcohol or drugs and whose behaviour poses a threat either to the Concierge, Chauffeur, the vehicle, or any other person or property.
  • Quintes Concierge maintains a strict non-smoking policy in all its properties and vehicles.
  • Nothing contained in these terms and conditions can affect the Client’s statutory rights.
  • Online quotations do not allow for public and bank holidays like Christmas Day. On Christmas Day, Boxing Day and New Year’s Day, there will be a 100% surcharge on all services. All other Bank Holidays will be subject to a 50% surcharge.
  • All major sporting events such as Wimbledon and Ascot are charged at a premium rate which may mean online bookings for these types of events may not be valid.
  • Online bookings do not apply to weddings. Weddings have a different pricing structure.


  • Invoices: All invoices are to be paid to Quintes Concierge within 30 days of the date of the invoice unless otherwise agreed in writing.
  • Monthly payment: On approval, business account customers can pay monthly. Quintes Concierge will provide a detailed invoice at the beginning of each month. This will include a breakdown of all journeys and charges, disbursements, parking, and cancellation fees incurred under that business account during the preceding month.
  • Overdue payment: Quintes Concierge reserves the right to suspend customers access to their business account in the event of any overdue payment.
  • Late payment charges: Quintes Concierge reserves the right to be paid all costs for recovering late payments from overdue business account customers. This will include Quintes concierge administrative costs and any associated costs incurred with lawyers or debt collection agencies.

Limitations Of Liability

  • Whilst we have taken all reasonable steps to ensure the accuracy and completeness of the information on this Website it is provided on an “as is” basis and we give no warranty and make no representation regarding the accuracy or completeness of the content of this Website.
  • Further, no warranty is given that the Website and/or the Service shall be available on an uninterrupted basis, and no liability can be accepted in respect of losses or damages arising out of such unavailability.
  • Access to and the use of this website is at your own risk
  • We do not warrant that the use of this Website or any material downloaded from it will not cause damage to any property, including but not limited to loss of data or computer virus infection. 
  • We accept no liability for viruses
  • We recommend that you take all appropriate safeguards before downloading information or images from the Website.


  • Our secure server software encrypts all your payment card details.
  • The process scrambles all the information, allowing no unauthorized third party to intercept the data.
  • Your browser will confirm that you are shopping in a secure environment by showing either a locked padlock icon or an image of a padlock next to the payment details in the relevant area of the Website.

     Complaints Procedure

  • We are very proud of our high standards of customer service.
  • However, if we fail in meeting these standards, please do not hesitate to contact us at any time by mail contact@quintesconcierge.co.uk

      Intellectual Property

  • All websites, design, text, and graphics belong to us
  • All copyright, trademarks and other intellectual property in the Software belongs to us or our Licensors.
  • You are not permitted to use the Website in any way that may infringe the intellectual property rights contained on the Website.
  • This means that you may not adapt, reproduce, publish, upload, extract, alter, store, post, redistribute, reutilize, retransmit, or broadcast, all or any of the contents of the Website including but not limited to any trademarks or copyrighted material without our express permission.
  • However, you are not permitted to download and print out pages from the Website for the sole purpose of viewing for your own personal information.
Concierge Terms and Conditions

The Agreement details the provision of executive concierge services and or chauffeur car service by the concierge that will be performed by the member of staff and their agreed parties in accordance with these terms. The Concierge acknowledges that full compliance with these terms is required

Agreed Rates and Procedures

The Company will organize and advise pick up times for each customer and forward the chauffeur request details to the Driver as and when required. The request details will confirm the customer’s address, destination, and agreed mileage for the trip. The chauffeur request will be sent to the Driver via SMS WhatsApp or e-mail and must be responded to within 10 hours of receipt to be confirmed. Where a chauffeur request is operating as a back-to-back the return transfer is paid at 50% of the full rate. MPV rates are only applicable when this vehicle type is requested and confirmed by the Company. Waiting time, tolls and car parking can be claimed by the Driver as agreed by the Company. On all our contracts the first hour of waiting is free on airport pick up. Claims for waiting time, parking and tolls must be received by the Company within 24 hours of completion of the job.

Service Length

No ‘empty’ service costs are payable by the Company. The Company only pays when the concierges work with clients. Excessive time will not be paid by the company unless there is due reason for this, and the Company agrees to pay. The Company will not unreasonably withhold its consent to requests for excess service if the claim is justified and evidenced. The Company must receive excessive mileage claims within 24 hours of completion of the job.


The Company will pay no cancellation charges if a concierge request is cancelled prior to the client beginning their service. If a job is cancelled after the client has commenced the service, that is the subject of the Concierge request and the Company will consider a reasonable request for a cancellation payment made by the Staff.

Payment Terms

The company operates a self-billing system and will send out an invoice to you for all jobs that were subject to a chauffeur request. Payment will be made by BACS to the Concierge’s designated bank account within 30 days of the job completion after the drivers send an invoice to the company with all jobs. The Concierge should provide the Company with appropriate bank details

No Employment

  • During the term of this Agreement, it is agreed that the Concierge’s status vis-a-vis the Company is that of an independent contractor and not an employee of the Company. Nothing in this Agreement shall constitute a partnership between the Company and the Concierge. The Concierge shall not have the power or authority to bind the Company.
  • The relationship between Concierge and Quintes Concierge Limited will be that of principal and agent and nothing in this agreement shall render you an employee, worker, or partner of Quintes concierge and you shall not hold yourself out as such.
  • This agreement constitutes an agency agreement and not a contract of employment and accordingly, you shall be fully responsible for and shall indemnify Quintes concierge for and in respect of:
  • The Concierge agrees that they will be responsible for the payment of any tax, social security contributions or other statutory levies, or deduction which may be due in relation to any consultancy fee, commission, or expenses payable pursuant to this Agreement.
  • The Concierge is responsible for any VAT payable to HMRC on any amounts payable under this Agreement.
  • The Concierge to communicate their VAT status to the Company, notifying any changes to it on a timely basis (which shall not be later than 7 days since the date of change).
  • The Concierge accordingly agrees fully to indemnify and to keep fully indemnified the Company against all and any liabilities for income tax, social security contributions or other statutory levy, deduction or impost arising in respect of any fee payable under this Agreement


Access to Quintes Concierge Services is only permitted where you have registered.

  • you must be at least 21 years old (or the requisite age of majority in the jurisdiction in which you are based, if older) 
  • you must hold a full DVLA, Northern Ireland, or other EEA stated driving licence that is at least three years old 
  • you must have the right to live and work in the UK.
  • you must hold a private hire driver licence and you must own a vehicle with an appropriate private hire vehicle licence.
  • All Concierges must be of smart appearance. Suit, tie, shirt, and shoes are the required dress under this agreement.
  • Drivers must not use handheld telephones whilst driving.
  • Concierges must not smoke in the presence of customers.
  • Concierges must ensure upon arrival at a collection point that the customer is the correct individual.
  • Concierges must assist customers with luggage and be always polite.
  • Name boards – Concierges must carry an iPad (plane name board) when meeting customers for any journey booked by the company.
  • The supplier and its drivers must not solicit business from any customer, first introduced to them by the Quintes Concierge Company this will prosecuted and reported to TFL.
  • Drivers should ensure that they are at the pickup point 30 minutes prior to their allotted pickup time.

Driver Details

The supplier should inform the company within 7 days of any changes of address, telephone, e-mail address, bank details or VAT status. The Concierge must ensure that they are contactable by Phone or email.


The Concierge will keep confidential all matters pertaining to this agreement and the business of the Company and will not discuss or divulge to any third party (including customers) any information which is obtained by reason of this Agreement and/or the relationship with the Company.

Insurance / Licenses

The supplier must ensure that all vehicles or property allocated to transfers booked by the company, have a valid Private Hire Licenses and appropriate insurance. Drivers and their vehicles must always be compliant with all laws and regulations. The Company require a copy of all documents, registrations, licenses, policies etc. pertaining to the Driver complying as foresaid.

Customer Service

The Company is committed to providing a First-Class service to all its customers. Accordingly, all Concierges will always employ the highest standards of service possible. The Company reserves the right to withhold payment in the case of serious complaints received from customers about a Concierge.


The supplier must ensure that all vehicles will be a maximum of five years old, be air-conditioned and carry hands free mobile which the driver can use legally whilst the vehicle is in motion. All vehicles provided should be free of mechanical defects and be regularly maintained- Vehicles should be of the highest standard. 

Entire Agreement

These Terms and Conditions represent the entire understanding relating to the use of the Website and supersede all other statements, representations, or warranties (whether written, made by email or oral) made by us.

Nothing in these Terms and Conditions shall affect the liability of either party in respect of any misrepresentation, warranty, or condition that it makes fraudulently.