Terms of Service

Introduction and acceptance

These Terms of Service (the "Terms") govern every engagement between TGZ Conciergerie ("TGZ", "we", "us") and the client ("you") who entrusts us with the arrangement of bespoke concierge, lifestyle and travel services. They set out how we work together, the commitments we make to you, and the framework that protects both parties.

By requesting a quotation, accepting a proposal or instructing us to proceed with any arrangement, you confirm that you have read, understood and accepted these Terms in full. Where a signed engagement letter or a bespoke proposal contains specific conditions, those particular conditions prevail over these Terms for the arrangement concerned.

We may update these Terms from time to time to reflect changes in our services or in the law. The version that applies to your order is the one published on our website on the date the order is confirmed.

Scope of services

TGZ Conciergerie is an independent luxury concierge house offering discreet, made-to-measure assistance to a discerning international clientele. Our role is to understand your wishes precisely and to orchestrate them with care — from restaurant reservations, private access and event planning to travel, accommodation, VIP ticketing and hospitality.

Every service is bespoke and defined on a case-by-case basis. Certain services we perform directly, drawing on our own team and relationships. Others are delivered through a carefully selected network of trusted partners and suppliers — hotels, airlines, charter operators, venues, restaurants, event organisers and specialist providers — whom we engage on your behalf.

Where a service is provided by a third party, that partner is responsible for performing it in accordance with its own terms. TGZ acts as your intermediary and adviser: we select with discernment, coordinate on your behalf and remain your single point of contact, but we do not assume the obligations of an underlying supplier unless we have expressly agreed to provide the service ourselves.

We commit to using our best endeavours, care and expertise to fulfil your wishes. Because the experiences we arrange so often depend on third parties and on availability that is, by nature, limited and time-sensitive, our undertaking is one of means rather than of result: we offer the diligence of a great house, not the certainty of an outcome beyond our control.

Membership and subscription

Some clients engage us on a continuing basis, through a membership or subscription that affords priority access to our team and our network. Where you do, the specific terms — the services included, the fee, the duration and the payment schedule — are set out in your membership confirmation and form part of these Terms.

A membership runs for the term stated in your confirmation. Where it is set to renew automatically, we will remind you, in good time before each renewal and in accordance with Article L215-1 et seq. of the French Consumer Code, of the latest date by which you may decline renewal. You remain free not to renew; and a consumer who has not received that reminder may terminate the renewed membership at any time, without charge.

Either party may bring a membership to an end in accordance with its terms. Fees for services already provided, and costs already committed to suppliers on your behalf, remain due.

Quotes and orders

As every request is bespoke, our services are offered by personalised quotation. Each quotation sets out the scope of the arrangement, the price, and the conditions specific to it, including those imposed by the relevant suppliers or organisers.

Unless stated otherwise, a quotation is valid for the period indicated on it or, where none is given, for seven (7) days. Because availability and supplier pricing can change quickly — particularly for sought-after events, travel and accommodation — a quotation reserves nothing and remains subject to confirmation.

A binding contract is formed only once you have accepted the quotation in writing and, where applicable, paid the deposit or full amount specified. From that point your order is firm, and these Terms together with the accepted quotation govern the arrangement.

Availability

All services are offered subject to availability at the time of confirmation. No reservation, booking, ticket, allocation or arrangement is secured or guaranteed until you receive our written confirmation.

Availability — and the conditions attached to it — may evolve at any moment until confirmation, since supply for the rarest experiences is finite and frequently controlled by third parties. Should a requested arrangement become unavailable before confirmation, we will tell you promptly and propose the closest alternative we are able to secure.

Pricing

Prices are bespoke and quoted individually for each arrangement. They are expressed in euros (EUR) unless stated otherwise on the quotation.

Each quotation states the price applicable to the service, together with any taxes, service fees, supplier charges or disbursements payable. Our concierge fee may be shown separately or incorporated within the overall price, as indicated on the quotation.

Until your order is confirmed, prices remain subject to change — for example where a supplier revises its rates, where exchange rates move, or where the scope of your request evolves. Once confirmed, the agreed price is fixed for the arrangement, save for changes you request or variations imposed by a third-party supplier that are beyond our control.

Payment terms

Payment terms are set out in each quotation. Depending on the nature and value of the arrangement, we may require a deposit to commence work with the balance due by a stated date, or payment in full upon confirmation. For time-sensitive bookings, full payment is generally required before the booking can be secured. Unless a quotation states otherwise, any deposit is paid as an acompte — a firm down-payment on a confirmed order, and not arrhes — so that you and we are mutually committed to the arrangement.

We accept payment by secure card through Stripe and, where agreed, by bank transfer. Card payments are processed entirely by Stripe (PCI-DSS certified); TGZ never sees or stores your card details. A receipt is issued after each payment.

Your order is confirmed, and suppliers are instructed, only once the required payment has been received in cleared funds. Where a payment falls due and remains outstanding, we may suspend or cancel the affected arrangement; any deposit and any sums already committed to suppliers and not recoverable may be retained, and confirmed bookings may be lost without refund. Any amount not paid by its due date may bear interest at the statutory rate, without prejudice to our other rights.

Ticketing and hospitality

VIP tickets and hospitality packages — for sporting fixtures, concerts, fashion, motorsport, galas and similar events — are among the most coveted and tightly controlled experiences we arrange. They are subject to specific conditions, most of which are imposed by the event organisers, promoters, venues or official hospitality providers, and which we pass on to you.

By instructing us to secure such arrangements, you accept that:

• tickets and packages are allocated by the organiser and cannot be guaranteed until confirmed and, in most cases, paid in full;
• exact seats, suites, tables or category placements may be assigned by the organiser and are subject to change, including to comparable alternatives;
• events may be rescheduled, postponed, relocated, held behind closed doors or cancelled, and start times, schedules and line-ups may change at short notice;
• tickets and hospitality are generally non-transferable and non-refundable, and may carry the organiser's own terms, dress codes and rules of conduct, which you agree to observe;
• where an event is cancelled or materially altered, any refund is governed by the organiser's policy, and we can return to you only such sums as we are actually able to recover from the organiser or supplier, less any non-recoverable costs.

TGZ's responsibility is limited to selecting reputable sources and arranging your tickets and hospitality with due care. We are not the organiser of the events, and we are not liable for the organiser's decisions, the conduct of an event, or changes that lie beyond our control.

Travel services

We arrange a wide range of travel services, including hotels and private residences, scheduled and first-class flights, private jets, yacht and villa charters, chauffeured transfers and ground transport. These services are provided by independent third-party suppliers — hoteliers, airlines, charter and yacht operators, transport companies and destination partners.

Each travel supplier applies its own terms, conditions and policies (covering booking, amendment, cancellation, baggage, insurance, safety and operational matters), which form part of your arrangement and with which you agree to comply. Flight times, vessel and aircraft availability, itineraries and routings may be changed by the operator for operational, safety, weather or regulatory reasons.

Acting as your concierge and intermediary, we select suppliers with care and coordinate your arrangements end to end. The travel services themselves are performed by those suppliers under their own responsibility, and TGZ is not liable for their acts, omissions, delays or insolvency. We strongly recommend that you hold comprehensive travel and cancellation insurance appropriate to the value of your arrangements.

Cancellations and refunds

Because our services are bespoke and frequently committed to third parties in advance, cancellation rights and refunds depend on the status of the arrangement and on the conditions of the suppliers involved.

Before confirmation

Until your order is confirmed in writing, you may decide not to proceed at no cost, save for any work or disbursements expressly agreed in advance.

After confirmation

Once an order is confirmed, the arrangement is committed on your behalf and the following applies. Any deposit is non-refundable to the extent it has been used to secure suppliers. Many of the experiences we arrange — in particular event tickets, hospitality, dated travel, accommodation and restaurant or venue bookings — are non-refundable and non-changeable once confirmed, in line with supplier and organiser policies.

Where a refund may be available, we will pass on to you any sums we are actually able to recover from the relevant suppliers, after deduction of non-recoverable costs and our reasonable administration fee. We will always act diligently to recover the maximum possible on your behalf.

Any cancellation request must be sent to us in writing, and takes effect on the date we receive it. These provisions apply without prejudice to the right of withdrawal set out below and to your non-waivable rights as a consumer under French law.

Right of withdrawal

Where you contract with us as a consumer at a distance or away from our business premises, you may in principle benefit from a fourteen (14) day right of withdrawal under Article L221-18 of the French Consumer Code (Code de la consommation).

However, the law sets out important exceptions in Article L221-28, which apply to a large part of what we arrange. In particular, the right of withdrawal does not apply to:

• services fully performed before the end of the withdrawal period where performance began with your prior express consent and your acknowledgement that you would lose the right of withdrawal once the service was fully performed;
• the provision of accommodation (other than residential), transport of goods, vehicle rental, catering, and leisure or recreational services supplied on a specific date or for a specific period;
• goods or services whose price depends on fluctuations in the market that we cannot control;
• goods made to your specifications or clearly personalised.

As a result, most of our ticketing, hospitality, event, travel, accommodation and dated-experience arrangements are excluded from the right of withdrawal and become non-refundable once confirmed, in accordance with the cancellation policy above. Where the right of withdrawal does apply to a particular service, we will tell you and provide the standard withdrawal form.

Client responsibilities

So that we may serve you flawlessly, you agree to:

• provide accurate, complete and up-to-date information (including names exactly as they appear on identity documents, contact details, passport and visa particulars, dietary or medical requirements, and anything else we reasonably request);
• inform us promptly of any change affecting your arrangement;
• ensure that you and every member of your party hold valid identity, travel and immigration documents and meet all entry, health and insurance requirements for your destinations;
• observe the terms, dress codes, age restrictions, safety instructions and rules of conduct of the venues, organisers, carriers and establishments we arrange on your behalf;
• act lawfully and with courtesy towards our partners and their staff.

You are responsible for any consequence arising from inaccurate information you provide or from a failure to meet these requirements, including where this results in a refused booking, denied entry, lost ticket or non-recoverable cost.

Liability

TGZ performs its services under an obligation of means (obligation de moyens): we commit to deploying all our care, diligence and expertise to fulfil your wishes, while the final delivery of services provided by third parties depends on those suppliers.

We are not responsible for the acts, omissions or default of independent third-party suppliers, whose services are governed by their own terms, nor for any failure or delay caused by events beyond our reasonable control (see Force majeure below).

To the fullest extent permitted by law, our liability in connection with any arrangement is limited to direct and foreseeable loss and shall not exceed the total concierge fees we received for that arrangement.

Nothing in these Terms excludes or limits our liability where it cannot lawfully be excluded or limited — in particular in the event of gross negligence or wilful misconduct, or in respect of your non-waivable rights as a consumer under French law.

Force majeure

Neither party is liable for any delay or failure in performance caused by an event beyond its reasonable control — including, within the meaning of Article 1218 of the French Civil Code, natural events and extreme weather, fire or flood, epidemics and public-health measures, war, terrorism or civil unrest, strikes and industrial action, failure of transport or infrastructure, and the decisions of governments, regulators or public authorities.

Performance affected by such an event is suspended for its duration; we will keep you informed and limit its impact so far as we reasonably can. Sums already committed to suppliers on your behalf and not recoverable remain payable. Should the event persist and render the arrangement impossible, either party may end the affected arrangement, and we will return any sums we are able to recover from suppliers, less non-recoverable costs.

Confidentiality

Discretion is the foundation of our profession. We treat every detail of our relationship with you — your identity, your requests, your itineraries and any information you share — with the strictest confidence, and we disclose it only to the suppliers and team members who need it to deliver your arrangement, and only to the extent necessary.

We ask for the same discretion in return regarding our methods, pricing, partners and the terms of our engagement. For engagements that call for heightened privacy, we are glad to put a dedicated non-disclosure agreement in place on request. The handling of personal data is described in our Privacy Policy.

Anti-circumvention

The relationships, suppliers and contacts we introduce are cultivated over years and are central to the value we offer. Where we introduce you to a supplier, venue or contact in the course of an arrangement, you agree not to circumvent us — for a period of twelve (12) months from that introduction — by dealing with them directly, or through another intermediary, with the purpose of avoiding our involvement or fees in respect of matters of the kind we were engaged to arrange.

This in no way restricts a relationship you genuinely held before our introduction, nor your freedom to deal with any provider for unrelated matters.

Reputation and conduct

Our name, and the trust of our partners, are assets we protect with the same care we bring to your requests. We may decline or discontinue any request that could expose TGZ, its team or its partners to legal, safety or reputational risk, or that is incompatible with the standing of our house — and we will explain our reasons wherever we properly can.

Each of us agrees to refrain from public statements that disparage the other. When you engage with venues, organisers and partners through us, you agree to conduct yourself with the courtesy and discretion on which these relationships depend.

Compliance, identity and sanctions

To protect our clients, our partners and our house, and to meet our legal obligations, we apply proportionate identity- and compliance-verification measures. Before accepting or proceeding with an order, we may ask you to confirm your identity, your authority to give the instruction, your ownership of the means of payment and — for arrangements of significant value — the source of the funds involved.

We do not act, directly or indirectly, for any person, or in connection with any destination, entity or transaction, that is subject to applicable sanctions (including those of the European Union and the United Nations). We may decline, suspend or cancel any order or payment we reasonably believe to be fraudulent, unauthorised, unlawful, sanctioned, or contrary to a supplier's or organiser's conditions, without liability on our part and without prejudice to our right to retain sums already committed on your behalf.

Intellectual property

All content on this website and in our proposals and communications — including text, the "TGZ" and "TGZ Conciergerie" names and marks, logos, visual identity, photographs, graphics and layout — is protected by intellectual property law and remains the exclusive property of TGZ Conciergerie or its partners.

Any reproduction, representation, adaptation or use, in whole or in part, by any means and on any medium, without our prior written consent, is prohibited and may constitute an infringement.

Privacy

We collect and process personal data only as necessary to provide our services and as described in our Privacy Policy, in accordance with the GDPR and French data-protection law. The Privacy Policy explains what we collect, why, who has access, how long we keep it, and how to exercise your rights.

You can read it at https://tgzconciergerie.com/en/legal/confidentialite, or via the link in the footer of our website. For any data-protection question, please contact us at [email protected].

Complaints and consumer mediation

We want every engagement to meet the standard you expect. If anything falls short, please contact us first at [email protected] or on +33 7 82 29 51 21, so that we can put it right. We will acknowledge your complaint and work with you towards a swift and fair resolution.

In accordance with Articles L611-1 et seq. and L612-1 et seq. of the French Consumer Code, every consumer is entitled to have recourse, free of charge, to a consumer ombudsman (médiateur de la consommation) with a view to the amicable resolution of a dispute with a trader, where a prior written complaint to us has not been resolved within one year of that complaint.

The details of the consumer ombudsman with which TGZ Conciergerie is registered (name, postal address and website) will be set out here as soon as its registration is finalised, and will be provided on request at [email protected]. In the meantime, no referral will be turned away on that ground alone: we will direct you to the competent scheme.

Consumers resident in the European Union may also use the European Commission's online dispute resolution platform: https://ec.europa.eu/consumers/odr.

Governing law and dispute resolution

These Terms, and any contract formed under them, are governed by French law.

In the event of a dispute we will always seek an amicable resolution first. Failing that, the dispute will be submitted to the competent French courts. Where you contract as a consumer, you may bring proceedings before the courts of the place where you were domiciled when the contract was concluded or where the harmful event occurred, in accordance with the protective rules applicable to consumers; nothing in these Terms deprives you of those rights.

These Terms are also published in French and Spanish; in the event of any discrepancy between versions, the French version prevails. For any question regarding these Terms, please contact us at [email protected].