Terms of Service

By proceeding with your booking or purchase through this website, you agree to the following terms:

1. Service Purchase & Validity

All concierge service hours are sold in block packages.

• Purchased hour blocks are valid for a period of six (6) months from the date of purchase.
• Any unused hours after this period will expire unless otherwise agreed in writing.

2. Transfers

Hour blocks may be transferred to another individual or party upon request, subject to prior approval by Eleventh Hour Concierge.

We reserve the right to refuse or place reasonable conditions on transfers where necessary.

3. Experiences & Refunds

All Chapter Eleven experiences are non-refundable.

However, in exceptional circumstances outside of the client's control, a refund or credit may be considered. Any such decision is made solely at the discretion of Eleventh Hour Concierge.

4. Cancellations & Rescheduling

• We require reasonable notice for any cancellations or changes to scheduled services.
• Late cancellations may result in the loss of booked hours or additional charges. 48 hours or later is included in this clause.

5. Use of Services

Our services are provided on a best-efforts basis, tailored to each client. While we strive to meet all requests, we cannot guarantee availability of third-party services, venues, or experiences.

6. Liability

Eleventh Hour Concierge acts as a facilitator and coordinator of services.

We are not liable for:

• The acts, omissions, or performance of third-party providers
• Any indirect, incidental, or consequential losses arising from services arranged on your behalf

7. Data Protection & Privacy

By making a purchase through this website, you confirm that:

• You have read and agree to our Privacy Policy
• You consent to your personal data being stored and used for:
  • The delivery of services
  • Client relationship management
  • Relevant marketing communications

All personal data is handled in accordance with the UK General Data Protection Regulation.

8. Discretion

Given the nature of our services, we operate with a high level of confidentiality. Any client information shared with us will be treated with discretion and only used where necessary to fulfil requested services.

9. Amendments

We reserve the right to update or amend these terms at any time. The latest version will always be available on our website.