Terms and Conditions
For the Supply of Services By LJ Global Concierge Ltd

Where to find information about us and our services

You can find everything you need to know about us, LJ Global Concierge Ltd, a company incorporated in England and Wales with company number: 16783094 and with a registered office address of 7 Nethercourt Farm Road, Ramsgate, England, CT11 0RU, and our services on our website or from our sales staff before you order. We also confirm the key information to you in writing after you order, either by email, or in any other format as we determine in our sole discretion.

Services

We offer personalised travel concierge services including, but not limited to: itinerary planning, booking of accommodations, flights, tours, ground transportation, dining reservations, and custom experiences. We may assist with services provided by third-party vendors, but we are not the provider of those services.

We also provide bespoke, high-end concierge and lifestyle management services, including but not limited to: luxury travel planning and itinerary management; VIP bookings (hotels, restaurants, events, experiences; personal shopping and sourcing exclusive items; event planning and private arrangements; corporate and executive concierge support; discreet personal assistance and administrative services. All services are customised and confirmed via email, message, or written proposal prior to execution.

If you order bespoke, high-end concierge and lifestyle management services and pay the requisite deposit/retainer, you will receive priority access, discretion, and dedicated service. However, exclusivity is not implied unless expressly agreed in writing.

By using our services, submitting payment, or confirming your itinerary, you agree to these terms.

When you buy services from us you are agreeing that:

• We confirm when we accept orders which are always at our sole discretion.
• Sometimes we reject orders.
• We charge you when we accept your order.
• We charge interest on late payments.
• We pass on increases in VAT.
• We are not responsible for delays outside our control.
• You are responsible for making sure your instructions and all information you provide to us are accurate.
• We charge you if you do not give us information we need or provide any other details required for us to provide the services.
• If you bought online, over the telephone or by any other remote means, you have a legal right to change your mind.
• You can end an on-going contract (find out how).
• You have rights if there is something wrong with your service.
• We can change services and these terms.
• We can suspend supply (and you have rights if we do).
• We can withdraw services.
• We can end our contract with you.
• We do not compensate you for all losses caused by us or our services.
• We use your personal data as set out in our Privacy Notice.
• You have several options for resolving disputes with us.
• Other important terms apply to our contract.

(These terms may have changed since you last reviewed them – they were last updated on 31st March 2026.)

Travel Insurance

We strongly recommend purchasing comprehensive travel insurance, including trip cancellation, interruption, medical, and baggage coverage. We are not responsible for losses or damages that are insurable whatsoever nor any that arise because of any lack of insurance or which are covered by a policy of insurance.

Third Party Bookings

When we book travel or services on your behalf with third-party providers (including but not limited to: airlines, hotels, tour operators), your contract is directly with that provider. Their terms and conditions will apply, and you are responsible for reviewing them. We are not liable for any changes, cancellations, or issues that arise from third-party services.

We only accept orders when we have checked them

We contact you to confirm we have received your order and then we contact you again to confirm we have accepted it but we only accept orders once we have received payment as per the terms below.

Sometimes we reject orders

Sometimes we reject orders, for example, because a credit reference we have obtained is unsatisfactory, because we cannot verify your age (where the service is age-restricted), or because the service was mispriced by us. When this happens, we let you know as soon as possible and refund any sums you have paid.

We charge you when we accept your order.

Payment Terms

Payment Method. All payments for services must be made via the secure payment link provided by us. The link will be sent to the client via email, WhatsApp, or other agreed communication channels as determined by us in our sole discretion.

Due Date. Payment is due within 48 hours of receipt of the link or prior to service commencement unless otherwise agreed in writing.

Confirmation of Booking. Services and any confirmations of bookings as part of the services will only be confirmed upon receipt of full payment, unless alternative arrangements have been made in writing.

Security. All payment links are processed through secure, PCI-compliant platforms (e.g., Stripe, PayPal). We do not store or have access to payment details.

Non-Payment. Failure to complete payment within the specified timeframe may result in cancellation of services without notice or liability as well as the charging of interest as set out within these terms.

Retainer/Deposit. We may, in our sole discretion, require you to pay a retainer or deposit which is non-refundable other than in accordance with these terms. We will confirm the amount of the retainer/deposit as well as the retainer/deposit period and all other details regarding this, to you via separate communication.

Additional Charges. The deposit/retainer covers availability, planning, coordination, and agreed service hours. Additional services outside the agreed scope will be billed separately and are including but not limited to: third-party expenses (travel, tickets, purchases, vendor fees) are not included and must be paid by you in advance or reimbursed immediately. We may request deposits before confirming services/bookings.

We charge interest on late payments

If we are unable to collect any payment you owe us we charge interest on the overdue amount at the rate of 4% a year above the Bank of England base rate from time to time. This interest accrues on a daily basis from the due date until the date of actual payment of the overdue amount, whether before or after judgment. You pay us the interest together with any overdue amount.

We pass on increases in VAT

If the rate of VAT changes between your order date and the date we supply the service, we adjust the rate of VAT that you pay, unless you have already paid in full before the change in the rate of VAT takes effect.

We are not responsible for delays outside our control

If our supply of your service is delayed by an event outside our control, including but not limited to: natural disasters, war, terrorism, civil disturbances, pandemics, or government restrictions, we contact you as soon as possible to let you know and do what we can to reduce the delay. As long as we do this, we will not compensate you for the delay, but if the delay is likely to be substantial you can contact us by the following means: linda@ljglobalconcierge.com to end the contract and receive a refund for any services you have paid for in advance, but not received.

Your Responsibilities

You are responsible for making sure your instructions as well as any and all information provided, are accurate. If we have asked you for information relating to the service, you are responsible for making sure that information and all corresponding details are correct.

You are also responsible for:

• Providing accurate and complete information including but not limited to: personal, passport, and payment information;
• Approve decisions and payments promptly;
• Respect professional boundaries and reasonable timelines;
• Accept responsibility for final decisions and purchases;
• Securing necessary travel documents (visas, passports, vaccinations);
• Adhering to deadlines for forms, payments, or confirmations; and
• Acting respectfully with service providers and partners.

We charge you if you do not give us information we need.

We charge you additional sums if you do not give us information we have asked for in order for us to provide the service or if you do not provide information or other elements required in relation to the preparatory work to prepare for the services, as agreed with us.

We are not responsible for any losses, claims, liabilities or otherwise that arise from a failure by you to adhere to your responsibilities as set out within these terms.

If you bought online, over the telephone, via email or otherwise at a Distance, you have a legal right to change your mind.

Your legal right to change your mind. For most of our services bought online, over the telephone, via email or otherwise at a distance, you have 14 days after the date we confirm your order to change your mind about a purchase, but:

• You lose the right to cancel any service, when it has been completed (and you must pay for any services provided up to the time you cancel).
• You cannot cancel a booking for services which are to be provided sooner than the 14 day period specified or where we have commenced those services at your request on an earlier basis.
• Whilst you can cancel a booking for services, you will not receive a refund once planning or booking has commenced.

Refunds for third-party bookings are subject to their cancellation policies.

How to let us know and what happens next. If you change your mind contact us on the following: email: linda@ljglobalconcierge.com. We refund you as soon as possible and within 14 days of you telling us you have changed your mind. We refund you by the method you used for payment. We do not charge a fee for the refund.

You can end an on-going contract (find out how)

We tell you when and how you can end an on-going contract with us (for example, for regular services) during the order process and we confirm this information to you in writing after we have accepted your order. If you have any questions, please contact us on the following means: email linda@ljglobalconcierge.com.

You have rights if there is something wrong with your service.

If you think there is something wrong with your service, you must contact us using the following means: email: linda@ljglobalconcierge.com. Your legal rights are summarised below. These are subject to certain exceptions. For detailed information please visit the Citizens Advice website www.citizensadvice.org.uk. Remember too that You have several options for resolving disputes with us.

Summary of your key legal rights

If your product is services, which the provisions of services by us will be, the Consumer Rights Act 2015 says:

• You can ask us to repeat or fix a service if it is not carried out with reasonable care and skill, or get some money back if we cannot fix it.
• If a price has not been agreed upfront, what you are asked to pay must be reasonable.
• If a time has not been agreed upfront, it must be carried out within a reasonable time.

If you wish to change any services, order for services or bookings

Changes in relation to services, orders, bookings or otherwise, which are requested after bookings are confirmed may incur additional fees.

We can change services and these terms

Changes we can always make. We can always change a service as well as these terms:

• to reflect changes in relevant laws and regulatory requirements; and
• to make minor technical adjustments and improvements, for example to address a security threat. These are changes that do not affect your use of the service.

Changes we can only make if we give you notice and an option to terminate. We can also make fundamental or material changes to the service or these terms which affect your rights or the services that we will provide to you, but if we do so we will notify you and you can then contact us using the following means: email: linda@ljglobalconcierge.com to end the contract before the change takes effect and receive a refund for any services you have paid for in advance, but not received.

Continued use of services provided after changes are posted constitutes your acceptance of the revised terms and services in question for the avoidance of doubt.

We can suspend supply (and you have rights if we do)

We can suspend the supply of a service. We do this to:

• deal with technical problems or make minor technical changes;
• update the service to reflect changes in relevant laws and regulatory requirements; or
• make changes to the service (see We can change services and these terms).

We let you know, may adjust the price and may allow you to terminate. We contact you in advance to tell you we are suspending supply, unless the problem is urgent or an emergency. If we suspend the service for longer than 60 days we adjust the price so you do not pay for it while it’s suspended. If we suspend supply, or tell you we are going to suspend supply, for more than 60 days you can contact us using the following means: email linda@ljglobalconcierge.com to end the contract and we will refund any sums you have paid in advance for services you will not receive.

We can withdraw services

We can stop providing a service. We let you know at least 7 days in advance and we refund any sums you have paid in advance for services which will not be provided.

We can end our contract with you

We can end our contract with you for a service and claim any compensation due to us if:

• you do not make any payment to us when it is due and you still do not make payment within 7 days of our reminding you that payment is due; and/or
• you do not, within a reasonable time of us asking for it, provide us with information, cooperation or access that we need to provide the service.

We do not compensate you for all losses caused by us or our services

We are not responsible for losses you suffer caused by us breaking this contract if the loss is:

• Unexpected. It was not obvious that it would happen and nothing you said to us before we accepted your order meant we should have expected it (so, in the law, the loss was unforeseeable).
• Caused by a delaying event outside our control. As long as we have taken the steps set out in the section ‘We are not responsible for delays outside our control’.
• Avoidable. Something you could have avoided by taking reasonable action, including following our reasonable instructions for use.

To the extent that you use a product for the purposes of your trade, business, craft or profession then, save in respect of any liability which cannot legally be limited, our total liability to you for all losses arising under or in connection with any contract between us, whether in contract, tort (including negligence), breach of statutory duty, or otherwise, shall be limited to what you paid for the services and all claims for loss of profit or indirect or consequential loss are wholly excluded.

We are also not responsible, nor liable for: injuries, losses, or damages during travel as well as any changes, delays, or cancellations by third-party providers.

We use your personal data as set out in our privacy notice

We collect and use personal information only for the purpose of planning and delivering your travel services. We respect your privacy and will not sell or share your information without your consent, except as necessary to complete your bookings. How we use any personal data you give us is set out in our Privacy Notice: Privacy Policy.

You have several options for resolving disputes with us

Our complaints policy. You can contact us to make any complaints using any of the following means: email linda@ljglobalconcierge.com and we will do our best to resolve any problems you have with us or our services.

Resolving disputes without going to court. Alternative dispute resolution is an optional process where an independent body considers the facts of a dispute and seeks to resolve it, without you having to go to court. You can submit a complaint to the Chartered Trading Standards Institute through their website as may be updated from time to time or any other ADR entity that has jurisdiction over such matters. Such ADR entity should not charge you for making a complaint and if you are not satisfied with the outcome you can still go to court.

You can go to court. These terms are governed by English law and wherever you live you can bring claims against us in the English courts. If you live in Wales, Scotland or Northern Ireland, you can also bring claims against us in the courts of the country you live in. We can claim against you in the courts of the country you live in.

Intellectual Property

The following definition applies to this section:

"Intellectual Property Rights"; patents, utility models, rights to inventions, copyright and neighbouring and related rights, moral rights, trade marks and service marks, business names and domain names, rights in get-up and trade dress, goodwill and the right to sue for passing off or unfair competition, rights in designs, rights in computer software, database rights, rights to use, and protect the confidentiality of, confidential information (including know-how and trade secrets), and all other intellectual property rights, in each case whether registered or unregistered and including all applications and rights to apply for and be granted, renewals or extensions of, and rights to claim priority from, such rights and all similar or equivalent rights or forms of protection which subsist or will subsist now or in the future in any part of the world.

All Intellectual Property Rights in or arising out of or in connection with the services shall be owned by us including but not limited to all content we create for your itinerary (including PDF itineraries, designs, or materials) and may not be reproduced, copied, or distributed without permission.

You hereby grant us a fully paid-up, non-exclusive, royalty-free non-transferable licence to copy and modify any of your details, information, or otherwise provided to us for the purposes of providing the service as well as any bookings, itinerary or otherwise required for the purpose of providing the services.

Confidentiality

Each of us and you separately and independently undertake that we shall not at any time, disclose to any person any confidential information concerning the business, assets, affairs, customers, clients or suppliers of the other party as well as personal, financial, travel, lifestyle, business, and private details, except as permitted by the below section.

We may disclose your confidential information: to our employees, officers, representatives, contractors, subcontractors or advisers who need to know such information for the purposes of exercising rights or carrying out obligations under these terms. We shall ensure that our employees, officers, representatives, contractors, subcontractors or advisers to whom we disclose confidential information complies with this section.

Either party may disclose confidential information as may be required by law, a court of competent jurisdiction or any governmental or regulatory authority.

Neither we nor you may use the other’s confidential information for any purpose other than to exercise our respective rights and perform our respective obligations under or in connection with these terms.

Other important terms apply to our contract

We can transfer our contract with you, so that a different organisation is responsible for supplying your service. We will tell you in writing if this happens and we will ensure that the transfer will not affect your rights under the contract and as a result, you shall not be permitted to terminate the contract as a result of any such transfer whatsoever nor shall any refund be payable by us to you.

No partnership. Nothing in these terms creates a partnership, employment, or joint venture. We are acting as the provider of services and operating as an independent contractor.

You can only transfer your contract with us to someone else if we agree to this. We may not agree in our sole discretion and without having to give any reason. Furthermore, you also cannot transfer our guarantee to a new recipient of the service.

Nobody else has any rights under this contract. This contract is between you and us. Nobody else can enforce it and neither of us will need to ask anybody else to sign-off on ending or changing it.

If a court invalidates some of this contract, the rest of it will still apply. If a court or other authority decides that some of these terms are unlawful, the rest will continue to apply.

Even if we delay in enforcing this contract, we can still enforce it later. We might not immediately chase you for not doing something (like paying) or for doing something you are not allowed to, but that does not mean we cannot do it later.