Concierge Service terms and Conditions

Hecho a Mano Ltd (Trading as First Class Concierge)

Hecho a Mano Ltd, registered in England and Wales (Company No. 09470956) with its office at 1st Floor, 31 Kensington Church Street, London W8 4LL, provides concierge and lifestyle management services (“Concierge Services”) to Members via its digital platform and communication channels.
By using our Platform or services, you agree to these Terms.

1. Membership and Access

1.1 Your Membership grants access to Concierge Services specified in your plan (“Pack”). It is for personal use only and cannot be shared.
1.2 Membership begins once confirmed by email and continues per your Pack.
1.3 If you do not wish to renew, email info@fcchauffeurs.co.uk at least 30 days before renewal.
1.4 Membership fees are non-refundable, except within 14 days of purchase, minus any services already provided.
1.5 Payment is collected in advance via authorized card or direct debit. Failure to pay may result in suspension or termination.

2. Concierge Services

2.1 Members can access exclusive reservations, travel support, ticketing, dining, and lifestyle experiences through the Platform or Lifestyle Managers.
2.2 Services are arranged with independent Suppliers; all bookings are subject to the Supplier’s terms, including cancellation and refund policies.
2.3 Hecho a Mano Ltd acts as an agent, not a direct provider, and assumes no liability for third-party performance.
2.4 Offers and benefits are subject to availability and may change without notice.
2.5 Telephone calls may be recorded for quality and training purposes.

3. Dining, Events and Tickets

3.1 We work with trusted partners to secure dining reservations, tickets, and hospitality packages.
3.2 All tickets and reservations are subject to availability and Supplier rules.
3.3 Once confirmed, tickets are non-refundable and non-exchangeable.
3.4 For cancelled or rescheduled events, refunds depend on the Supplier’s policy.
3.5 We are not liable for missed events due to postal delays, venue changes, or Supplier insolvency.

4. Travel Services

4.1 Hecho a Mano Ltd partners with licensed travel agencies and Suppliers to arrange flights, hotels, and car rentals.
4.2 All travel bookings are governed by Supplier terms. Prices and availability may change until confirmed.
4.3 Members are responsible for accurate passenger details, passports, visas, and compliance with travel regulations.
4.4 Airfares are usually non-refundable and subject to airline rules.
4.5 Car rentals require a valid licence and card; additional fees (fuel, insurance, extras) apply directly.
4.6 Hotels may charge resort or service fees at check-in. Early check-outs or no-shows are non-refundable.
4.7 Hecho a Mano Ltd is not liable for delays, cancellations, or losses caused by airlines, hotels, or other Suppliers.

5. Fair Usage Policy

5.1 Membership has no fixed limit, but excessive or unreasonable use may lead to restriction or suspension.
5.2 You are responsible for all activity under your account.
5.3 Misuse or repeated cancellations may result in termination.

6. Complaints and Liability

6.1 For any service issue, contact info@fcchauffeurs.co.uk immediately.
6.2 We will assist in resolving disputes with Suppliers but are not responsible for their acts or omissions.
6.3 Limitation of Liability:
Hecho a Mano Ltd’s total liability shall not exceed £100.
We are not liable for indirect, incidental, or consequential damages, or for issues beyond our control (e.g. strikes, weather, Supplier insolvency).

7. Intellectual Property and Content

7.1 All content on our Platform is protected by copyright and intellectual property law.
7.2 Reproduction or redistribution is prohibited without written permission.

8. Governing Law

These Terms are governed by the laws of England and Wales.
Both parties agree to the exclusive jurisdiction of the English courts.

9. Definitions

• Member: A person with a valid and active Membership.

• Supplier: A third-party provider of goods or services.

• Pack: Your membership tier outlining benefits and inclusions.

• Lifestyle Manager: Hecho a Mano Ltd representative assisting Members.

• Platform: Digital interface for managing Concierge Services.