General terms

1. Purpose and scope

These general terms govern the private concierge services offered by Aurvora, operating the trade name The Private Keeper (hereinafter “The Private Keeper”), to its clients. Any request for services implies full acceptance of these terms.

2. Our services

The Private Keeper provides private concierge services: advice, research, organisation, booking and coordination of services (accommodation, transport, experiences, events, etc.). These may take the form of one-off assignments charged as fees, a subscription, or bespoke support.

3. Intermediary role

The Private Keeper acts as an intermediary and organiser. The services themselves (accommodation, transport, catering, activities, etc.) are supplied by independent partner providers, with whom the client enters into a contract and to whom the client pays the price of the services directly, under each provider's own terms.

4. Quote and order

Each request is subject to a prior exchange and, where applicable, a quote or written confirmation specifying the services, fees and applicable terms. The order is deemed firm upon the client's acceptance and, where relevant, payment of the agreed deposit.

5. Prices and payment

Concierge fees and, where applicable, subscriptions are communicated before any order. Payment is made by bank transfer or secure payment link. A deposit may be requested upon order, with the balance due under the agreed terms.

The price of services supplied by partner providers is paid directly to them, under their own terms.

6. Cancellation and changes

Concierge fees remunerate research, organisation and booking work carried out beforehand. As such, they are due once that work has been performed and are non-refundable in the event of cancellation of the stay or service. The Private Keeper nonetheless reviews each situation on a case-by-case basis, in good faith, and may grant a commercial gesture depending on the circumstances.

Services supplied by partner providers are subject to each provider's own cancellation and refund conditions, communicated to the client before any booking. The Private Keeper relays these conditions and assists the client, but does not bear their financial consequences.

7. Right of withdrawal

In accordance with Article L221-28 of the French Consumer Code, the right of withdrawal cannot be exercised for accommodation, transport, vehicle-rental, catering or leisure services to be provided on a specific date or period, which covers the majority of services organised by The Private Keeper.

Furthermore, where the client expressly requests the immediate performance of concierge services before the end of the 14-day statutory withdrawal period, the client acknowledges that this right may no longer be exercised for the portion of the service fully performed, and expressly waives it to that extent.

For services not covered by these exceptions, the client has fourteen (14) days to withdraw without justification, by e-mail to contact@theprivatekeeper.com.

8. Liability

The Private Keeper is bound by an obligation of means in organising and coordinating services. As the services are supplied by partner providers, The Private Keeper cannot be held liable for failures, delays, cancellations or damage attributable to them, to the client, to a third party or to force majeure. It is for the client to take out, if desired, insurance suited to their stay (cancellation, assistance, etc.).

9. Complaints and consumer mediation

Any complaint must be sent in writing to contact@theprivatekeeper.com. In accordance with Articles L611-1 et seq. of the French Consumer Code, the consumer has the right to use a consumer mediator free of charge to resolve a dispute amicably, after first attempting to resolve it directly with The Private Keeper.

The consumer mediator for The Private Keeper is the Centre de la Médiation de la Consommation de Conciliateurs de Justice (CM2C), 49 rue de Ponthieu, 75008 Paris, France, www.cm2c.net. Consumers may refer a dispute online at www.cm2c.net/declarer-un-litige.php, or by post.

10. Personal data

The processing of the client's personal data is described in The Private Keeper's Privacy Policy.

11. Governing law and disputes

These terms are governed by French law. Failing an amicable resolution, any dispute falls under the jurisdiction of the competent French courts.