Last update: Apr 9, 2025

Terms & Conditions

Welcome to Concierge First Ltd (“Concierge First”, “we”, “our”, or “us”). These Terms and Conditions govern your access to and use of our services. By engaging with Concierge First, you acknowledge that you have read, understood, and agreed to be bound by these Terms.

Concierge First Ltd is a UK-based business operating exclusively under UK law. All trading, service delivery, and dispute resolution are subject to the jurisdiction of the courts of England and Wales.

1. Scope of Services

  • Concierge First provides tailored luxury concierge services, which may include but are not limited to:

    • Booking commercial and VIP flights (including cash, reward, and points-based bookings)

    • Reserving hotels, villas, and other accommodations

    • Organizing luxury experiences, events, and reservations

    • Coordinating comprehensive travel itineraries

    We operate as an intermediary or facilitator between our clients and third-party service providers (e.g. airlines, hotels, transportation companies). While we take every step to ensure legitimacy, all travel or booking fulfilment is ultimately the responsibility of the service provider.

2. Reward Points and Mileage Bookings

When clients request bookings using airline miles, credit card points, or hotel rewards, Concierge First acts solely as a facilitator. While we follow all legitimate procedures when redeeming rewards, the following must be understood:

  • Airlines and hotels occasionally impose restrictions or invoke internal policies that may impact reward-based bookings after they have been ticketed.

  • Once a ticket or reservation is confirmed and verified, all responsibility for changes, cancellations, or enforcement of terms rests with the airline, hotel, or provider, not Concierge First.

  • Occasionally, some airlines may dispute bookings due to internal inconsistencies or stricter interpretations of reward redemption policies. These events are rare but possible.

  • Clients understand and accept that all bookings are made in good faith and legally, but once confirmed, any disputes, enforcement actions, or limitations fall under the responsibility of the issuing airline, hotel chain, or travel provider.

Clients booking through Concierge First accept this risk as part of the nature of rewards-based travel.

3. Booking and Payments

All bookings require either full or partial payment in advance, depending on the terms set at the time of booking.

  • Prices are subject to change without notice due to supplier availability or changes in policy.

  • All transactions are processed securely. Concierge First accepts no responsibility for delays caused by incorrect or declined payments.

  • By making payment, you authorize Concierge First to act on your behalf in securing the services you’ve requested.

4. Cancellations, Refunds, and Modifications

Cancellations initiated by the client are generally non-refundable, unless specified otherwise.

  • If a cancellation results in a partial refund, Concierge First will deduct any supplier penalties, cancellation fees, or non-recoverable expenses before issuing a refund.

  • Airline and hotel policies take precedence over Concierge First policies in all cases involving third-party providers.

  • Changes to confirmed bookings may incur additional charges and are subject to availability.

  • Refunds, where applicable, will be processed within a reasonable timeframe and only after funds are received from the supplier.

5. Flight Delays, Disruptions, and Force Majeure
Concierge First is not liable for any disruptions caused by:

  • Airline delays or cancellations

  • Technical failures or operational changes by airlines or hotels

  • Adverse weather, political unrest, natural disasters, or government-imposed restrictions

  • Force majeure events beyond our control

We recommend all clients obtain comprehensive travel insurance to protect against these risks.

6. Client Responsibilities

Clients must provide accurate and complete personal information for all bookings, including full names, passport details, and special requirements.

  • Clients are responsible for complying with all airline, hotel, and travel provider rules, including baggage allowances, check-in requirements, and visa or immigration regulations.

  • Concierge First is not responsible for issues resulting from errors or omissions in the information provided by the client.

7. Liability Disclaimer

Concierge First Ltd operates solely as an agent and facilitator.

  • We are not the provider of flights, accommodations, or travel services and therefore accept no liability for the performance, quality, or delivery of those services.

  • Once a booking is confirmed, any changes, disputes, or problems are the responsibility of the third-party provider.

  • Concierge First accepts no liability for loss, injury, damages, costs, or expenses incurred by clients as a result of using any services we book or recommend.

8. Indemnity

You agree to indemnify, defend, and hold harmless Concierge First Ltd, its directors, employees, and agents from any and all claims, losses, liabilities, damages, or legal fees arising out of or in connection with:

  • Your use of our services

  • Any breach of these terms

  • Any actions taken by third-party service providers in relation to your bookings

9. Data Protection and Privacy

We collect and process personal data solely for the purpose of delivering our services. By using Concierge First, you consent to the collection and processing of your information as outlined in our Privacy Policy.
We do not sell or share personal information with third parties except where required to fulfil your bookings.

10.Jurisdiction and Governing Law

Concierge First Ltd is registered and operates in the United Kingdom.
All trading activity, including disputes and legal matters, shall be governed exclusively by the laws of England and Wales.
By using our services, you agree that any claims or disputes must be handled exclusively through UK courts.

  1. Amendments
    Concierge First Ltd reserves the right to amend these Terms and Conditions at any time without prior notice. Continued use of our services constitutes your acceptance of any changes.
  1. Contact

    For any questions regarding these Terms and Conditions, or to raise a concern, please contact our customer support team via email or through our official website.