1. Fees at a glance
Full purchase management · 25%
We source suitable options and manage your authorised purchase.
Client-selected purchase management · 15%
You’ve selected the exact item and retailer and arranged collection; we conclude and administer the authorised purchase.
Booking management · 15%
We arrange and administer an authorised contractor or service-provider booking, including payment.
Concierge time is charged separately at the agreed hourly rate unless included in your package or membership. We explain the percentage fee, its calculation and any additional time charges before you commit. The same work or included time is not charged twice.
The calculation applies public and client-specific discounts and includes supplier VAT where present; separately itemised delivery, wrapping, personalisation and Perissology charges are excluded from the goods base. Privately negotiated supplier benefits may be retained with your informed agreement as additional remuneration, so an agreed client price may exceed the amount we pay the supplier. Further disclosure is provided where required. The complete supplied agreement explains eligible amounts, approvals, private benefits, funding, cancellation and refunds.
Example: £100 eligible goods + £25 purchase management + 30 minutes of virtual concierge at £55/hour = £152.50 total.
We may agree a reduced purchase management fee as a loyalty or goodwill concession. We confirm the applicable fee for the instruction before you commit. A concession for one instruction does not change our standard fees for future instructions unless we expressly agree otherwise.
2. Concierge time
Virtual concierge work: £55 per hour, charged by actual minutes, without a minimum.
Standard physical concierge work: £60 per hour.
Intensive physical work: £65 per hour, only where that category has been explained and agreed before it is undertaken.
The same hourly rates and percentage fees apply to work agreed outside our usual contact hours. We do not add an out-of-hours surcharge. Out-of-hours availability must still be agreed.
Physical attendance has a one-hour minimum per continuous assignment, followed by actual minutes. Multiple stops within the same assignment do not restart the minimum. Where categories are mixed, the booking confirmation must explain how the single minimum is calculated before work starts; it must not create several minimum charges.
Darius and Caitlin use one combined charging clock. Their simultaneous work is not billed as two people's time. We do not bill overlapping hourly work twice or add hourly charges for work already included in an agreed fixed fee.
Necessary queues and access waiting are charged at £60 per hour within the same clock and physical minimum. Personal breaks, unrelated detours, time working for another client, passive time awaiting a reply, and delays caused by our own mistake are not charged. We check with you before exceeding an agreed waiting limit.
Perissology is not currently VAT registered and does not charge VAT on its own service fees. No additional Perissology VAT is added to the hourly rates or percentage fees shown in this guide. Retailer prices may include VAT. Where present, retailer VAT forms part of the qualifying goods price used to calculate the purchase management fee, as explained under “Fees at a glance” above.
3. Private supplier benefits
Applicable public discounts and your own discounts benefit you. With your informed agreement, we may retain private supplier discounts, rebates or commissions in addition to our management fee and any separately agreed concierge time. Our percentage fee is calculated on the agreed client price, which may exceed what we pay the supplier.
We select suppliers according to your needs, preferences, budget and instructions. A supplier benefit will not override your interests.
Individual supplier rates are not published. We provide further details where required by law or needed for your informed consent.
4. Returns and cancellations
Failed purchase or supplier cancellation: no percentage fee applies to the affected part. Properly completed, authorised concierge time remains chargeable, subject to your legal rights.
Change-of-mind return: the original purchase management fee remains payable only where legally permitted. Arranging a return or like-for-like exchange attracts normal agreed concierge time and expenses, without another percentage fee.
Goods refunds: a full supplier refund means we return your full agreed goods price, including any private supplier benefit retained within it. Partial refunds include the corresponding proportion of that benefit. Any separately agreed, lawful currency adjustment is explained; management fees are dealt with separately.
A contractor booking you cancel: we recalculate the 15% fee once on the eligible amount lawfully payable to or retained by the provider, including an authorised cancellation charge. We credit fees already paid and reduce or waive the charge where legally required. We do not recover the same cost or loss twice.
Your statutory rights remain unaffected. We do not charge for work required to correct our own error.
5. Billing and payment
New clients pay the authorised purchase funds, agreed management fee and agreed service advance before work begins.
For an expressly approved daily account, we issue one itemised statement at the 11pm London-time cutoff. The full properly payable balance is due in one payment by 9am the following morning. Supplier payments made after the cutoff enter the next billing period.
Weekly billing is available only by express agreement. We confirm the billing period, the work covered and the payment deadline beforehand. Monthly membership subscriptions keep their separate payment dates.
If we issue a statement late, we provide a revised reasonable payment deadline so you have an opportunity to review and pay it. An amount is not overdue before its applicable deadline.
An approved daily or weekly account does not guarantee that we will fund every assignment. Before accepting a particular assignment, we may require advance payment of some or all of the purchase costs, our agreed management fee and a reasonable service advance. We explain the amount and what it covers before you commit. We may wait for the required funds before starting that assignment or committing to a supplier. This does not change payment terms for work already accepted. We provide funding only where permitted by applicable law.
6. Late payments
Private clients
Administration: reasonable additional recovery costs actually incurred, capped at £25 once per invoice. The invoice must be seven calendar days overdue, and at least three calendar days’ written warning must have expired.
Late purchase reimbursement: where agreed beforehand, reasonable additional borrowing costs actually borne by Perissology because payment was late. The ceiling is the lower of actual evidenced costs and 29.04% annual simple interest, calculated daily on eligible overdue purchase costs. Service fees and unavoidable borrowing costs are excluded. No compounding or minimum charge; we explain the calculation and allow three calendar days to pay or dispute it.
Business clients
For qualifying debts: statutory interest at 8 percentage points above the applicable Bank of England reference rate, plus £40/£70/£100 compensation, depending on debt size.
Reasonable recovery costs exceeding that compensation may also be claimed. We do not add the private-client charges to the same statutory claim.
Genuine disputes are investigated, and the same cost is never recovered twice.
7. Reserved concierge slots
Outside your statutory cancellation rights, the maximum charge for cancelling or rescheduling a confirmed concierge slot is:
48 hours’ notice or more: no charge for the reserved time.
At least 24 but less than 48 hours’ notice: up to 50% of the agreed reserved-time price.
Less than 24 hours’ notice or non-attendance: up to 100% of the agreed reserved-time price.
We confirm the reserved hours beforehand. Charges reflect our actual direct net loss, allowing for saved costs, replacement bookings and reasonable steps to reduce the loss. Purchase budgets and unearned management fees are excluded; advances are credited and worked time is not charged twice. Rescheduling creates only one cancellation charge for that change, with the replacement slot subject to availability. Statutory cancellation rights remain unaffected.
8. Full terms and safeguards
The full terms explain the qualifying conditions, safeguards and your legal rights. We supply the applicable version with your personalised agreement; later website changes do not automatically change an existing arrangement.
