Terms of Service

Last Updated: May 20, 2024

Please read these Terms of Service carefully before accessing or using our website or our Services.

Overview

These Terms of Service are entered into by and between you (“you” or “Member”) and Bespoke Opulence (“we”, “us” or “our”). These Terms of Service, Privacy Notice, https://bespokeopulence.com/privacy-policy/ and Terms of Use, https://bespokeopulence.com/terms-of-use set forth the terms and conditions (collectively, “Terms”) that apply to your access and use of our website, located at https://bespokeopulence.com/, and our branded pages on social media services, (collectively, the “Site”). We may at times ask you to review and accept supplemental terms that apply to your interaction with specific Services.

By using or accessing the Site you agree to these Terms, as updated from time to time as detailed in the Terms of Use. If you do not agree to these Terms, you shall not access or use the Site or any Services offered by us.

About Us

Bespoke Opulence is a luxury concierge service tailored to meet the diverse needs of individuals and businesses. Our offerings encompass comprehensive lifestyle management and robust business support solutions. From personal assistance to corporate coordination, we provide bespoke solutions to simplify and enhance your daily operations. Our services are designed to deliver convenience, efficiency, and exceptional quality, ensuring that every client receives tailored support to meet their unique requirements.

Services To Be Performed

Bespoke Opulence will provide tailored Services to our members, aligned with their individual preferences, and needs throughout their membership period. We reserve the right to decline requests that may violate laws or offend prevailing standards of taste and decency. While we strive to meet the estimated performance dates, please note that these are provided for planning purposes only and may be subject to change. We will endeavor to communicate any significant deviations from these estimates promptly. Changes to the Services may occur to comply with legal or safety requirements. Significant alterations refer to changes that materially affect the quality or essence of the Services. Clients will be promptly notified of any significant alterations.

The description of services performed by Bespoke Opulence throughout these Terms of Service shall be referred to throughout as “Services.”

Our efforts to provide timely concierge Services are underscored by our adherence to professional standards and discretion. Timelines provided for Service provision are indicative, with no strict liability imposed for deviations. It’s important to note that our standard business hours are Monday through Friday, 9:00 a.m. – 6:00 p.m. EST, with Services during these hours subject to standard rates. Services requested outside of our standard business hours or on U.S. federal holidays, as well as on designated holidays such as Good Friday, Columbus Day, Christmas Eve, and New Year’s Eve, may be subject to non-standard rates. Clients will be informed of any applicable non-standard rates in advance and must mutually agree in writing to proceed. Please refer to the Pricing Sheet for rates.

Bespoke Opulence Obligations

A. Reservation of Rights. Bespoke Opulence reserves the right to withdraw from the performance of any Services and/or to refuse to accept any requests at its sole discretion. Additionally, we retain the right to deny restaurant booking requests in instances where Members fail to honor bookings on three occasions or persistently violate cancellation policies, as determined at our discretion.

B. Provision of Access. Subject to the Terms, Bespoke Opulence hereby grants you a revocable, exclusive, non-transferable, and limited right to access and use the Services per the Terms.

We reserve the right to modify these Terms and to introduce new or additional terms or conditions for your use of our Services. Any such modifications or additional terms will be effective immediately upon notice. We will make reasonable efforts to notify you of any material changes to these Terms, either by posting a notice on our website or by sending an email to the address you have provided. Your continued use of the Services after such notice shall constitute acceptance of the modified Terms.

Member Obligations

a. Member Application. For access to our Services, you must provide us with personal information when you apply for Membership, such as your full name, e-mail address, and phone number. Within seven days of receipt of a completed Membership application, you shall receive notice of approval or denial of Membership. We reserve the right, at our sole discretion, to accept or reject Membership applications for the use of our Services. Bespoke Opulence may choose not to disclose reasons for rejecting any Membership application, except as required by relevant laws and regulations.

“Membership” refers to the entitlement of a Member to receive Services provided by Bespoke Opulence in accordance with these Terms of Service, upon payment of all fees and the fulfillment of all other conditions preceding Membership. For the avoidance of doubt, reference to the term “Membership” includes all types of Membership, including annual, monthly, and a la carte Services for individuals and businesses.

If a payment date falls on a day that is not a Business Day, the payment date shall be considered the next Business Day. For the purposes of these Terms, a “Business Day” refers to any day except for Saturdays, Sundays, federal legal holidays in the U.S., or days on which banking institutions are mandated by law or governmental action to close.

Upon Membership acceptance, members are required to complete a Membership Experience Form. This form is intended to collect the necessary information for delivering personalized Services by Bespoke Opulence. By submitting this form, members consent to Bespoke Opulence collecting, storing, and utilizing their data exclusively for the provision of concierge Services. Bespoke Opulence adheres to all relevant data protection regulations and maintains the confidentiality and security of member information in compliance with applicable laws. Members may update their profile information at any time by contacting Bespoke Opulence’s customer service team.

b. Membership Types and Fees.

Joining Fee

Upon acceptance of Membership, a one-time non-refundable Joining Fee is payable in full to Bespoke Opulence. Payment will be made via direct debit or credit card, for which you have provided authorization for deduction.

We reserve the right in our sole discretion to increase or decrease the Joining Fee for future members. We will notify all Members of such changes at least fifteen (15) days, but no earlier than forty-five (45) days, before the effective date.

Monthly Membership Packages

A Member may purchase a monthly Membership package. There is a three-month minimum commitment for packages. Monthly Membership package hours are valid for usage Monday through Friday from 9:00 am to 6:00 pm EST. Services requested outside of these hours will be charged at non-standard rates and billed at the end of the month. Hours do not roll over each month. For the first 90 days of a monthly Membership package, service fees will be charged three months in advance. After the expiration of the three months, a Member who purchased a monthly Membership package may alter their hours commitment. The Member may also cancel their monthly Membership package by giving notice in advance of the expiration of the three months, otherwise, the monthly Membership package will auto-renew monthly for the agreed-upon hours. The Member will receive a notification in writing at least fifteen (15) days before the first monthly membership package renewal after the initial 90-day period, but no more than forty-five (45) days prior to the renewal.

Annual Membership Packages

A Member may purchase an annual Membership package. The hours included in the annual Membership package may only be used Monday through Friday 9:00 am – 6:00 pm EST unless agreed upon in writing. Services rendered outside of these hours will be charged non-standard rates, included on the monthly statement, and billed at the end of the month. The hours can be utilized at any time throughout the yearly term at no extra charge during normal business hours.

For an annual Membership package, service fees will be charged in advance for the agreed-upon hours. At the end of the annual package term, a Member may alter their hour commitment or cancel their Membership package. Notice of alteration or cancellation must be provided in writing in advance of the expiration date. Otherwise, the annual Membership package will automatically renew. The Member will receive a notification in writing at least fifteen (15) days in advance of the annual Membership package renewal, but no earlier than forty-five (45) days before the renewal.

A la Carte Services

Individuals interested in case-by-case or a la carte Services may arrange for a la carte Membership Services. These services are limited to single-event, trip, or purchase arrangements on behalf of the Member. A la carte Membership will not incur any auto-renewal fees but will be billed according to standard hourly rates unless agreed upon in writing. However, services rendered outside of normal business hours and/or on U.S. federal holidays may be subject to non-standard rates, unless agreed upon in writing. Please refer to the Pricing Guide for rates. Services performed under A la Carte Services will not be able to utilize an Expense Account.

c. Services Fees.

Service Fees are the fees and rates charged to the Member in connection with providing Services, as set out in these Terms of Service and the Pricing Guide. A monthly statement is sent to the e-mail provided by the Member detailing all time spent on service requests. Services are charged at an hourly rate that is divided into 15-minute increments. For example, if the duration of the Services is 20 minutes, the Member shall be charged for 30 minutes. Invoices must be settled via direct debit or credit card within 15 days of receipt. Members have fourteen (14) days from the invoice receipt to dispute any charges. Full details of the rates are found in the Pricing Guide.

Each Member shall be notified of any hourly rate changes no later than 30 days prior to the effective date of the modified rate. Upon receiving such notification, a Member may cancel their Membership and receive a refund by written notice of cancellation to Bespoke Opulence within seven days of the date of such notification. Member’s continued use of the Services shall constitute acceptance of the modified rate.

You hereby acknowledge that your payment of any Joining fee hereby constitutes your express request for us to provide you with our Services. All Joining and Services fees must be settled via direct debit or credit card. You will be notified at least fifteen (15) days in advance of the renewal, but no earlier than forty-five (45) days before the renewal. Please refer to the Cancellation section of these Terms for our Cancellation Policy.

Any rates provided by Bespoke Opulence are for Services rendered directly by Bespoke Opulence and do not include charges from third-party vendors (please see the Third-Party Expenses section below), or merchandise purchased on behalf of Members to complete service requests.

d. Service Requests.

A Member may place requests by telephone or e-mail. If Bespoke Opulence is unable to fulfill a request, we will promptly notify you.

Expense Account

Bespoke Opulence offers an expense account facility (“Expense Account”) to each Member, not including Members that utilize A la Carte Services. From time to time, we may request that a Member deposit to the Member’s Expense Account. You hereby acknowledge that such deposit into such account shall be held by Bespoke Opulence to make purchases on your behalf. We agree not to purchase anything on your behalf without prior approval. Your Expense Account may also be used to pay an invoice due to us. Bespoke Opulence will provide a monthly statement via e-mail of purchases that have been made on your behalf and the balance left on your account. When a deposit to the Expense Account is not made as requested, we may decline to provide any further Services until such required deposit is made to the Expense Account. Funds in the Expense Account are not segregated, provided that Bespoke Opulence keeps separate books and records associated with each Member’s Expense Account.

A Member may request reimbursement of their funds from the Expense Account at any time. Any such request for funds must be in signed written form or via e-mail and is always subject to any legal obligations of Bespoke Opulence. The Member’s requested funds will be refunded within fourteen (14) days of receipt of such request.

Upon expiration or termination of Membership, Bespoke Opulence will return any remaining funds in the Expense Account minus any fees for Services already rendered. After exhausting all reasonable attempts to return such funds, after a period of three (3) years from the date of Membership expiration or cancellation, we will be entitled to keep such funds in the Expense Account and make no further attempts to return the funds to the Member.

A statement of account detailing all transactions related to the Expense Account will be provided at the end of each month.

In relation to any deposit made to Member’s Expense Account, Bespoke Opulence reserves the right to ask for, and the Member agrees to provide, details of the transferring bank account or other source of funds.

Payment Methods

We accept payment via direct debit, credit card, or by way of bank transfer. You hereby acknowledge that the payment information you provide to us belongs to you, and if you must use a third-party’s credit card, you have consent to use such credit card.

In the event of a declined credit card payment, we reserve the right to deny access to our Services or cease providing Services until payment is made.

In the event that you have used a credit card that declines more than once for payment over six months, you agree to provide an alternative prepayment by direct debit for the remainder of the balance due. If a credit card you provide for payment is declined, we reserve the right to charge a fee for declined payments not to exceed $100.

You are responsible for all expenses incurred on your behalf because of fulfilling your service requests. You hereby agree to provide reimbursement for these expenses before the services are rendered. Bespoke Opulence will not incur any expenses on your behalf without your prior approval.

Payments made by credit card may be subject to handling fees as detailed in the pricing guide.

Third Party Expenses

By becoming a Member, you grant us the right to utilize third-party vendors to provide concierge Services. If we make a payment for third-party services on your behalf, you agree to provide credit card details or authorize the use of funds from your Expense Account.

Bespoke Opulence does not, at any time, warrant or stand behind any purchases of products or third-party Services made on your behalf.

Bespoke Opulence only acts to facilitate purchases and/or Services. Any disputes with charges should be addressed to your credit card company or the third-party vendor. All invoices, shipping information, etc., shall be sent directly to your e-mail address for your reference.

If, for any reason, Bespoke Opulence agrees to make a credit card purchase on your behalf, not made directly with your credit card, Bespoke Opulence reserves the right to charge a convenience fee equal to 3.50% of the total amount paid by Bespoke Opulence.

Safety

At Bespoke Opulence, we are committed to providing you with a top-notch experience in lifestyle management and travel. We reserve the right in our sole discretion to refuse any request for illegal Services, in violation of any local, state, national, or international law, or involve any fraudulent activity.

Business Status

Bespoke Opulence is a registered business licensed by the North Carolina Department of Revenue. Therefore, we do not fall under the category of “domestic help” and do not require you to report us on your income taxes. Withholding taxes or providing benefits is not your responsibility.

Bespoke Opulence shall use reasonable efforts to verify the credentials of all vendors needed to carry out a particular task that you request from time to time. Bespoke Opulence shall not be responsible for, nor guarantee the quality of work provided by such vendors.

Cancellation Policy

Members reserve the right to cancel their Membership at any time, without eligibility for a refund. To cancel Membership, notification via email is required. An exception applies to cancellations made within seven (7) days from the initiation of Membership. In such cases, the Member shall be reimbursed the Joining fee, minus the value of any Services provided by Bespoke Opulence up to the point of cancellation, as determined by Bespoke Opulence.

If, for any reason, you wish to not renew your Membership, you must notify us via e-mail prior to your monthly or annual renewal date. If you do not notify us, Bespoke Opulence reserves the right to recharge the current Services fee on your Membership renewal date. You hereby acknowledge that cancelation of service without prior written notice may result in the full price of Services being charged.

Bespoke Opulence reserves the right to terminate or suspend your Membership without any prior notice in our sole discretion. When this happens, all access to our Services shall be terminated or suspended. If we do terminate your Membership before your annual Membership expires, when, in our sole discretion, it is reasonable to do so, Bespoke Opulence shall refund the balance of the current annual Membership fee on a pro-rata basis of the unused period to which the annual Membership fee relates and any balance in the Expense Account within thirty (30) days, minus any Services already rendered by Bespoke Opulence.

In the case of the death of a Member, the Member’s representatives must notify Bespoke Opulence of the Member’s death. The Membership shall automatically cease upon a Member’s death. Membership shall not be transferrable by inheritance or by operation of law. The Member shall be entitled to a refund of the unused balance of Services fees, less deductions for Services invoiced and outstanding or relating to Services performed but not yet invoiced, to the Member’s representatives upon receipt of documentation requested by Bespoke Opulence.

Refunds

Refunds will not be issued for rendered Services, Joining fees outside the cancellation period, or under any other circumstances, subject to Bespoke Opulence’s discretion.

We will issue refunds if there was an administrative error committed by Bespoke Opulence. In that case, please notify us of the error and we will correct the error by crediting your account the appropriate amount. There will also be no refunds for purchases made on your behalf. When you ask for us to make purchases on your behalf, we will not be held accountable should the product or service you are purchasing not meet the expectations you had in mind. Please review on your own all refund and exchange policies with the third-party vendors you intend for us to make purchases from on your behalf, prior to asking that we make any purchases for you. We will not be held accountable, liable or responsible in any way for purchases made on your behalf that result in, including but not limited to, lost products in the mail, tickets arriving late, or goods damaged during shipping. We make purchases on your behalf as part of our offered Services but will not be responsible for the goods or Services we are purchasing.

Travel Arrangements

Travel arrangements are offered as part of our Services. While we strive to find the best deals for air travel, hotel accommodations, transportation, and other travel requests, please note that we do not guarantee the quality of service of providers. We do not represent the quality or vouch for any of these service providers. You are accountable for the final selection of your destination or service provider. If you are not pleased with any Services referred to you by our operators, please contact the service provider rather than Bespoke Opulence. Once we make a purchase or place an order for flights, hotels, or any other travel-related Services, we shall not be held responsible for any refunds or disputes. It will be your responsibility to inquire about any cancellation rules prior to booking and dispute any concerns you have directly with the service provider. Bespoke Opulence shall not refund, credit, or be held responsible whatsoever for any travel-related purchases.

Contact

If you have any queries or comments about these Terms, please e-mail us at [email protected].