Terms & Conditions

These Terms and Conditions ("Terms") govern the provision of services by Crystal Waters Concierge ("we", "us", "our") to our clients ("you", "your"). By engaging our services, you agree to be bound by these Terms. Crystal Waters Concierge is a property management and personal concierge business operating from Sandbanks, Poole, Dorset, England. Please read these Terms carefully before entering into a service agreement with us. If you have any questions, please contact us at crystalwatersconcierge@outlook.com before proceeding.

2.1 We provide property management, key holding, housekeeping management, maintenance coordination, personal concierge, and lifestyle management services as detailed in your individual Service Agreement. 2.2 The specific scope of services, service hours, response times, and applicable fees are set out in your signed Service Agreement, which forms part of these Terms. 2.3 We reserve the right to decline any request that falls outside the scope of your chosen service package. Additional services may be provided at our published overage rates or by agreement. 2.4 We shall perform all services with reasonable skill and care, consistent with professional standards expected in the property management and concierge industry.

3.1 Our services are provided on the basis of the Bronze, Silver, or Gold packages as described on our website and in your Service Agreement, or on such bespoke terms as separately agreed. 3.2 All prices are quoted in pounds sterling (GBP) and are exclusive of VAT unless otherwise stated. VAT will be applied at the prevailing rate where applicable. 3.3 Pricing is reviewed annually. We will provide a minimum of 30 days' written notice of any price increase. 3.4 Overage charges, additional call-out fees, after-hours premiums, and procurement fees are as set out in your Service Agreement. These will be invoiced separately from your monthly retainer.

4.1 Monthly retainer fees are invoiced in advance on the first business day of each calendar month and are payable within 14 days of the invoice date. 4.2 Overage and additional charges are invoiced monthly in arrears and payable within 14 days. 4.3 We reserve the right to charge statutory interest on overdue invoices under the Late Payment of Commercial Debts (Interest) Act 1998 at 8% above the Bank of England base rate. 4.4 Continued non-payment may result in suspension of services. We will provide written notice before any suspension is enacted.

5.1 You agree to provide us with accurate and up-to-date information regarding your property, access arrangements, and any specific requirements. 5.2 You are responsible for ensuring that appropriate buildings and contents insurance is maintained on your property. We are not liable for any loss, damage, or theft that is not attributable to our negligence. 5.3 You must inform us promptly of any known hazards, structural issues, or circumstances that may affect our ability to safely provide services at your property. 5.4 You authorise us to engage approved contractors on your behalf for routine maintenance and emergency repairs up to the value agreed in your Service Agreement, without requiring prior approval for each individual engagement.

6.1 Our total liability to you in connection with any services under these Terms shall not exceed the total fees paid to us in the 12 months preceding the event giving rise to the claim. 6.2 We shall not be liable for: (a) any indirect, consequential, or economic loss; (b) loss of profits, revenue, or business opportunity; (c) any damage caused by third-party contractors engaged on your behalf; (d) events outside our reasonable control (force majeure). 6.3 Nothing in these Terms limits or excludes our liability for death or personal injury caused by our negligence, fraud, or any other liability that cannot be lawfully limited. 6.4 We carry professional indemnity and public liability insurance. Details are available on request.

7.1 We treat all client information, including property details, personal circumstances, and financial arrangements, with the strictest confidence. 7.2 We will not disclose your personal information to any third party except as necessary to deliver our services (e.g. contractors acting on your behalf) or as required by law. 7.3 Our full data handling practices are set out in our Privacy Policy, available at crystalwatersconcierge.co.uk/privacy-policy.

8.1 Either party may terminate the service agreement by giving 30 days' written notice. 8.2 We reserve the right to terminate immediately where you have materially breached these Terms, failed to make payment, or where continuation of services would place our staff at risk. 8.3 Upon termination, all keys, access codes, and property documentation held by us will be returned to you promptly, and all outstanding invoices will become immediately due.

9.1 We process personal data in accordance with the UK General Data Protection Regulation (UK GDPR) and the Data Protection Act 2018. Our full Privacy Policy is available at crystalwatersconcierge.co.uk/privacy-policy. 9.2 By engaging our services, you acknowledge that we will process personal data (including property information and contact details) as necessary to perform the contract and comply with our legal obligations.

We may update these Terms from time to time. Where changes are material, we will provide at least 30 days' written notice. Continued use of our services following notice of changes constitutes acceptance of the revised Terms.

11.1 We are committed to providing a high standard of service. If you are dissatisfied, please contact us in the first instance: Email: crystalwatersconcierge@outlook.com Telephone: 01202 912133 11.2 We will acknowledge your complaint within 3 business days and aim to resolve it within 28 days. Where a complaint cannot be resolved informally, it may be escalated to an appropriate alternative dispute resolution (ADR) provider by agreement of both parties. 11.3 Nothing in these Terms affects your statutory rights as a consumer under the Consumer Rights Act 2015 or other applicable UK consumer protection legislation.

12.1 Where you are engaging our services as a consumer (i.e. for purposes outside your trade, business or profession), you may have additional rights under UK consumer law, including the Consumer Rights Act 2015 and the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013. 12.2 Where a right to cancel applies under the Consumer Contracts Regulations 2013, you will be informed of this right in writing before or at the time of entering into the service agreement. The standard cancellation period is 14 days from the date the contract is entered into. 12.3 Where you request that services commence during the 14-day cancellation period and you subsequently cancel, you may be required to pay for services already performed up to the point of cancellation.

These Terms and any disputes arising from them shall be governed by and construed in accordance with the laws of England and Wales. Both parties submit to the exclusive jurisdiction of the courts of England and Wales.

For any queries regarding these Terms, please contact: Crystal Waters Concierge Sandbanks, Poole, Dorset Email: crystalwatersconcierge@outlook.com Telephone: 01202 912133