Property Services
Terms and Conditions.
These are the standard Terms and Conditions on which we will supply you with our property services (“the Services”). Please read these carefully before ordering any Services from us. By ordering our Services, you agree to be bound by these Terms and Conditions.
1. Information about us
1.1 Ashton Leigh Vian trading as North Norfolk Concierge is based in Langham, Norfolk.
1.2 North Norfolk Concierge does not hold any property interest in the properties but merely acts as agent for the property owners (“the Owner”). The provision of Services is a contractual relationship directly between North Norfolk Concierge and the Owner.
2. The services
2.1 North Norfolk Concierge shall supply keyholding services, property checks, maintenance, cleaning, delivery acceptance, and shopping services.
2.2 The Services shall include the hire of items such as prams, cots, and highchairs, or other household items to be agreed by the Owner and North Norfolk Concierge.
2.3 The Services shall include catering items such as food shopping prior to arrival of the Owners or their guests, and luxury extras such as champagne or cakes to be agreed between the Owner and North Norfolk Concierge.
3. How an order for the services is placed
3.1 Orders should be placed by the Owner via North Norfolk Concierge’s website, ‘Contact Us’ form or by telephone to the number provided on the website.
3.2 Orders should be placed a minimum of seven days in advance for keyholding, property checks, delivery acceptance, and shopping, and a minimum of ten days in advance for cleaning and property maintenance, except in the case of emergency.
3.3 Subscription of regular Services of key holding and property checks is a minimum of six months.
3.4 North Norfolk Concierge will send the Owner a confirmation email setting out the details of the order placed. The order confirmation will be subject to these Terms and Conditions. The Owner will accept the order confirmation (“the Contract) and Terms and Conditions by replying ‘I AGREE’ to North Norfolk Concierge’s email.
4. Deposit
4.1 A deposit shall be paid for any Services that require the hire of items by North Norfolk Concierge. The amount and due payment date shall be confirmed to the Owner by North Norfolk Concierge.
4.2 Payment in advance is required for any products used for property maintenance, and details shall be confirmed to the Owner by North Norfolk Concierge.
5. Price and payment
5.1 Unless otherwise agreed by North Norfolk Concierge in writing (and subject to clause 8 below) the price for the Services shall be as set out by North Norfolk Concierge at the time of booking.
5.2 Payment for all Services must be by credit or debit card as follows:
1.2.1 For one-off orders of Services, payment is required in advance on acceptance of the Contract.
1.2.2 For subscription of regular Services, payment will be due on the date the contract is entered into. Thereafter payment will be due each month in advance on the same day as the contract commences or the next business day where that is not a business day.
5.3 The price of Services excludes VAT.
5.4 If payment is not made on the due date, North Norfolk Concierge may suspend the Services until payment of all arears is made. If money is outstanding for more than 14 days, North Norfolk Concierge may terminate the contract without compensation to the Owner.
6. Cancellation
6.1 Once a Contract has been entered into, it can only be changed or cancelled with the written agreement of North Norfolk Concierge.
6.2 If any costs of Services have already been incurred by North Norfolk Concierge, such as the cost of hire items or luxury items, the Owner shall be liable for payment of these items.
6.3 Notice of cancellation should be made in writing via post or email to North Norfolk Concierge. Notice of cancellation for one-off Services should be given no less than 48 hours prior to the event and notice of cancellation for subscription Services should be no less than 14 days.
7. Damage waiver
North Norfolk Concierge may require a non-refundable Damage Waiver for hired items and will confirm details with the Owner at the time of booking the Services.
8. Price changes
North Norfolk Concierge reserves the right to amend prices due to errors or omissions, but such changes shall be notified to the Owner as soon as possible and the Owner shall be able to cancel the booking of the Services if the amended prices are significantly higher than the original price quoted.
9. Termination
9.1 The Owner may terminate a Contract for subscription Services by giving not less than 30 days’ notice in writing to North Norfolk Concierge.
9.2 North Norfolk Concierge may terminate the Contract by giving 14 days’ notice in writing to the Owner.
9.3 On termination of the Contract, for whatever reason, the Owner will immediately pay to North Norfolk Concierge any and all outstanding monies owed.
10. Liability
10.1 North Norfolk Concierge will not be liable for any act, neglect, or default on the part of the Owner or any other person not within their employ or otherwise under their control, nor for any accident, damage, loss, injury, expense or inconvenience, whether to person or property, which the Owner or any other person may suffer or incur arising out of, or in any way connected with, the Services unless North Norfolk Concierge is responsible.
10.2 Nothing in these clauses excludes or limits the liability of North Norfolk Concierge or the Owner for death or personal injury caused by North Norfolk Concierge’s or the Owner’s negligence or for any matter which it would be illegal for North Norfolk Concierge or the Owner to exclude or attempt to exclude their liability.
11. Force majeure
11.1 North Norfolk Concierge shall not be in breach of the Contract nor liable for delay in performing, or failure to perform, any of its obligations under the Contract if such delay or failure result from events, circumstances or causes beyond its reasonable control. In the instance of a Force majeure or Covid-19 Waiver event, the Services will pause and restart in accordance with any mandatory measures introduced by the Government and at a time and date agreed between the North Norfolk Concierge and the Owner.
12. Covid-19 waiver
12.1 Neither party shall be in breach of the Contract nor liable for delay in performing, or failure to perform , any of its obligations under the Contract caused by or arising from or in relation to a Covid-19 or similar epidemic or pandemic, including (but not limited to):
12.1.1 Absences or unavailability of staff at North Norfolk Concierge;
12.1.2 Cancellation of trip and non-attendance at the property by the Owner or any other person due to travel restrictions imposed by the Government;
12.1.3 Any illness, quarantining, shielding or self-isolation (including, but not limited to, precautionary self-isolation) of North Norfolk Concierge or the Owner, where the decision to quarantine or self-isolate is recommended or mandated by the Government;
12.1.4 Any recommended or mandatory measures introduced by the Government intended to prevent or delay the spread of Covid-19.
Each party shall notify the other party as soon as is reasonably practical (and in any event no later than 5 working days) after becoming aware of any Covid-19 event that prevent or delay the performance of any obligations under the contract.
13. Complaints
13.1 All complaints must be notified to North Norfolk Concierge as soon as reasonably practicable, as North Norfolk Concierge may be required to carry out an on-the-spot investigation.
13.2 If North Norfolk Concierge is denied the opportunity to investigate the complaint within a reasonable time or denied the opportunity to put matters right, then the Owner will waive all rights. All complaints relating to the cleanliness of the property should be reported within 2 hours of entry to the property.
14. Data and privacy
Details are contained in the Privacy Policy located on the website.
14.1 In making a booking for Services, North Norfolk Concierge will request personal information such as name, postal address, email address, and telephone number. The data may be used to inform Owners about news and information which North Norfolk Concierge think may be of interest to the Owner. This information will not be passed onto any third parties for the purposes of administration. By making the booking, the Owner is deemed to have consented to the use of personal information for this purpose.
14.2 North Norfolk Concierge is committed to protecting its customers’ privacy and will only use the information it collects lawfully, in accordance with the Data Protection Act 1998.
15. Governing law
These Terms and Conditions shall be governed by and construed in accordance with the law of England and the parties agree that the jurisdiction of the English Courts shall apply in any dispute or claim arising out of this contract.