Last updated: 6/12/25

These Terms & Conditions (“Terms”) govern the relationship between LuxeEra (“we”, “us”, “our”) and any individual or entity (“you”, “the client”) who engages our services. By making a request, booking, payment, or becoming a member, you agree to be bound by these Terms.

LuxeEra operates as a sole trader in the United Kingdom.

1. Definitions

• “Services” refers to travel planning, lifestyle management, concierge support, bookings, sourcing, referrals, and any related assistance provided by LuxeEra.

• “Membership” refers to any ongoing subscription plan offered by LuxeEra.

• “One-Time Request” refers to service provided outside of a membership tier.

• “Partners” / “Suppliers” refers to third-party providers such as hotels, restaurants, event venues, transport companies, aviation providers, chauffeur companies, yacht charter firms, etc.

• “Work begins” means when LuxeEra starts researching, contacting suppliers, preparing options, planning, or performing any task relating to your request.

2. Scope of Services

LuxeEra provides bespoke concierge, lifestyle management, and travel-planning services.
We source and organise on your behalf but do not own, operate, or control any third-party suppliers.

All experiences, travel elements, tickets, reservations, and products are subject to availability and the policies of the relevant supplier.

We reserve the right to decline requests that are unsafe, unlawful, unrealistic, or outside the scope of our expertise.

3. One-Time Concierge Requests

One-time requests are charged at a service fee, payable upfront.
Fees are non-refundable once work has begun.

Service fees cover:

• Concierge time

• Sourcing

• Coordination

• Communication

• Administration

• Supplier liaison

• Itinerary handling

The service fee does not include supplier costs (e.g., chauffeur price, hotel price, jet charter price), which are billed separately by the supplier.

Requests that require extended sourcing, last-minute work, complex logistics, or multiple amendments may incur an adjusted fee, to be agreed before the work continues.

4. Membership Terms

Memberships are billed monthly via Stripe and renew automatically.

4.1 Cancellation & Pausing

• Memberships may be cancelled or paused with 30 days’ notice.

• Cancellations take effect at the end of the current billing cycle.

• Fees already paid are non-refundable.

4.2 Fair Use Policy

“Unlimited requests” means you may submit an unlimited number of requests.
However:

• Requests are managed according to your membership tier’s priority level.

• LuxeEra may prioritise, schedule, or decline requests that exceed reasonable usage or impact service quality for other clients.

• Excessive or abusive use may result in suspension or termination.

4.3 Non-Transferability

Memberships may not be shared with or used on behalf of individuals outside your household unless explicitly permitted in writing.

5. Payments

• All payments are processed securely via Stripe.

• Full payment is required upfront before any work begins.

• Membership payments renew automatically unless cancelled.

• Prices may change with notice to the client.

Failure to complete payment may result in cancellation of services or bookings.

6. Refunds

LuxeEra operates a strict no-refunds policy once work has begun.
This includes:

• Research

• Supplier contact

• Provisional bookings

• Planning

• Any time spent on your request

Refunds for supplier services (e.g., hotel bookings, chauffeur bookings, event tickets) are subject solely to the supplier's own cancellation and refund policy, not LuxeEra’s.

7. No Guarantee of Results

While LuxeEra specialises in securing exclusive access, no concierge service can legally guarantee:

• event entry

• sold-out restaurant seats

• last-minute reservations

• upgrades

• private aviation availability

• yacht availability

• weather-dependent experiences

We provide best-efforts service, leveraging our global network and partners, but all outcomes depend on supplier availability and external conditions.

8. Third-Party Suppliers & Liability

LuxeEra acts purely as a facilitator.
All travel products, reservations, experiences, and services are fulfilled by third-party suppliers.

We are not liable for:

• supplier errors

• cancellations or amendments

• delays

• injuries or damages

• refusal of service

• changes in pricing

• loss of personal belongings

• force majeure events (e.g., weather, strikes, war, pandemics)

Your contract for fulfilment is directly with the supplier, not LuxeEra.

You agree to comply with all supplier terms, including:

• check-in policies

• identification requirements

• health regulations

• cancellation policies

• conduct rules

9. Client Responsibilities

You agree to:

• Provide accurate information and preferences

• Respond promptly when decisions are required

• Pay all supplier costs directly

• Check booking details upon receipt

• Comply with all laws and supplier rules

LuxeEra is not responsible for consequences resulting from delayed or incorrect information provided by the client.

10. Amendments & Changes

Any request for changes after a booking or plan is confirmed may incur additional fees from LuxeEra and/or suppliers.
We cannot guarantee changes will be possible.

11. Confidentiality & Privacy

LuxeEra respects your privacy and operates with full discretion.
All personal information is handled in accordance with UK data protection laws.
We may share information only with suppliers necessary to fulfil your request.

12. Intellectual Property

All content, itineraries, recommendations, and curated plans created by LuxeEra remain our intellectual property and may not be reproduced, sold, or distributed without permission.

13. Limitation of Liability

To the fullest extent permitted by UK law, LuxeEra’s liability is limited to the amount you paid for the specific service.

We are not liable for:

• indirect losses

• missed experiences

• travel disruptions

• emotional distress

• economic losses

• supplier performance

14. Force Majeure

LuxeEra is not responsible for delays or failures caused by events outside our control, including:
weather, natural disasters, strikes, political unrest, illness, pandemic restrictions, or supplier failure.

15. Governing Law

These Terms are governed by the laws of England and Wales.
Any disputes will be handled exclusively through UK courts.

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16. Intermediary Status

LuxeEra acts solely as an intermediary in the arrangement of travel services. We do not own, operate, or provide flights, accommodation, transportation, or experiences.
All travel services are provided by third-party suppliers, and your contract for each service is directly with the relevant supplier.

17. Supplier Responsibility

All flights, hotels, ground transport, tours, experiences, and related travel services are supplied by independent third parties.
LuxeEra is not responsible for:

• cancellations

• delays

• schedule changes

• service failures

• supplier insolvency

• inaccuracies in supplier information

These matters must be resolved directly with the supplier in accordance with their terms.

18. Separate Travel Components (No Package Holidays)

LuxeEra does not sell package holidays and is not an ATOL holder.
To comply with UK Package Travel Regulations:

• Flights, accommodation, and other travel components are invoiced separately.

• Components are not sold for a single combined price.

• LuxeEra does not act as a package organiser under UK law.

Even if multiple services are requested at the same time, each component is treated as a separate arrangement with its own supplier.

19. Payment Collected as Agent for Supplier

Where LuxeEra collects payment for flights or other travel services, such payment is collected as agent on behalf of the supplier, not as principal.
Once payment is made to LuxeEra, the contract for the travel service is formed directly between you and the supplier.

LuxeEra immediately remits such funds to the supplier (e.g., airline or consolidator) to issue the booking.
Your ticket or confirmation will always be issued by the supplier, not LuxeEra.

20. Flight Terms and Conditions

All flights are subject to the fare rules, conditions, and policies of the issuing airline or consolidator.
These may include:

• non-refundable fares

• non-changeable fares

• fare difference charges

• supplier-imposed penalties

• baggage restrictions

LuxeEra cannot override supplier rules.

21. Accuracy of Client Information

You are solely responsible for providing accurate passenger names, passport details, and travel documents.
LuxeEra is not liable for any costs or losses arising from incorrect or incomplete information provided by the client.

22. Ticket Issuance

All flight tickets are issued directly by airlines or consolidators.
LuxeEra does not issue tickets and is not the flight provider.
We simply arrange the booking on your behalf.

23. Changes, Cancellations & Refunds

Any amendments or cancellations to travel services are governed strictly by the individual supplier’s policies.
LuxeEra’s service fees and arrangement fees are non-refundable, regardless of supplier decisions.

24. Liability Limitation for Travel Services

LuxeEra is not liable for:

• cancellations or delays

• missed connections

• weather-related disruptions

• strikes or operational issues

• supplier insolvency or failure

Your sole recourse for such matters is with the supplier.
Comprehensive travel insurance is strongly recommended.

25. Contact Information

For questions or concerns, contact:
enquire@luxeera.co.uk