1. Who We Are
Perissology Group Ltd is an owner-operated private concierge business, personally managed by Darius and Caitlin. We provide personal assistance, shopping and sourcing, gifting and personalisation arrangements, practical errands, and specialist collection, delivery and hand-carry services. Each request is individually accepted and agreed; our website describes possibilities, not a promise that every request can be fulfilled. These Terms apply when you contract with us as a consumer, mainly for purposes outside your trade, business or profession.
2. Services & Proper Use
Before work begins, we will confirm the accepted brief, timing, service fees, approved purchases or expenses, and who may approve changes. Confirmation may be by email or another written record you can retain. An enquiry, quotation request or maximum budget does not itself confirm a booking or authorise an unspecified purchase. You must have authority to instruct us, provide access to property, approve expenditure and arrange the collection or delivery of the relevant items. Tell us about deadlines, restrictions, access permissions and confidentiality requirements before we accept the request. We do not provide passenger transport or transport people or live animals. All requests remain subject to the prohibited-item rules in section 3 and applicable law. Private aviation support means agreed sourcing, collection or logistics assistance, not operation of aircraft or a promise of airside access. For an accepted third-party purchase or booking, our intended role is as your authorised agent acting solely on your behalf. The supply contract is intended to be between you and the identified retailer or service provider. Before committing, we establish authority to negotiate or conclude the transaction within your instructions and check that the supplier arrangement supports that role. Our own concierge and transport services remain our responsibility. A label cannot change the legal facts: if we are legally the seller or otherwise responsible as a supplier, the corresponding obligations apply. Retailers and other suppliers are independent unless expressly stated; a reference to them does not imply an official partnership. We respect agreed confidentiality obligations and any applicable NDA. If a supplier requires information that we cannot share under those arrangements, we will agree an alternative with you before committing funds. Our Privacy Policy explains our handling of personal information. These Terms do not authorise publication of client identities, requests or images for marketing.
3. Prohibited Items
Prohibited consignments
The following items must not be sent using our standalone courier service:
• Individuals or any form of passenger transport
• Live animals or clinical/biological specimens such as blood, bodily fluids or body parts (this does not prohibit food accepted under the food-collection arrangements below)
• Illegal items or stolen goods
• Weapons, firearms, component parts or ammunition
• Explosive, flammable, hazardous, infectious or otherwise dangerous materials
• Cash, gift cards, lottery tickets or other financial instruments as a standalone courier consignment
• Recreational drugs, tobacco products or related paraphernalia as a standalone private-client courier consignment
• Pornographic, obscene or offensive materials
• Any item you do not have the legal right or authority to send
Authorised purchase funds
We do not accept cash or financial instruments as a standalone courier consignment or provide a separate money-transfer, cash-banking or cash-transport service. By specific prior agreement under our purchasing-agency terms, we may collect a client's purchase funds for an identified authorised transaction. We count, acknowledge and reconcile those funds and change, and do not accept or make payments requiring registration or other compliance steps until those requirements are satisfied. Linked transactions are considered together.
Medicine collection
Authorised medicine collection or purchase is considered individually under our supplied medicine-handling conditions. We require patient authority, lawful supply by an appropriately authorised provider, relevant pharmacist checks and suitable handling and handover. We do not give medical advice, prescribe, dispense, repackage or administer medicines. Controlled or temperature-sensitive medicines require specific acceptance after checking capability. An already-paid prescription collection does not automatically attract a purchase management percentage.
Age-restricted goods
We verify the intended buyer's eligibility and apply Challenge 25, checking the recipient at handover where required. Our own age does not establish the client's eligibility. No prohibited proxy purchase, unattended handover or unverified substitute recipient is permitted. Product-specific restrictions and licensing requirements take precedence. Refusal triggers a lawful next step and reconciliation of justified charges, not automatic forfeiture of all funds.
Refusal and reconciliation
If we lawfully refuse, suspend or stop affected work, we explain the reason where appropriate, safeguard goods already in our care and agree a lawful next step where possible. We account for authorised work and properly incurred, reasonable and non-recoverable costs, take reasonable steps to limit avoidable loss, and refund any balance due. No blanket forfeiture applies, and statutory rights remain unaffected.
Food collections
We can accept prepared food, catering and raw meat by prior arrangement. Please tell us about raw meat before booking so that we can agree suitable packaging and temperature-control arrangements, including insulated containers and ice packs where appropriate. Acceptance depends on the food, journey and handling requirements; we will confirm the arrangements before collection. Food must be securely packaged to prevent leaks and contamination, with raw meat kept separate from ready-to-eat food. We cannot accept a collection where suitable food-safety arrangements cannot be maintained.
4. Bookings, Pricing & Payments
A request is confirmed only when Perissology accepts it. We will identify the agreed service fee, including any purchase or booking management fee, separately from goods, personalisation, delivery or hand-carry charges, and other authorised expenses. We will explain the total payable, including any applicable taxes, or the agreed calculation where an amount cannot yet be fixed. New concierge clients must pay the agreed service fee and any explicitly approved purchase advance before work begins, unless we have approved a different billing arrangement in writing. Approved weekly or account billing continues under the arrangement agreed with that client. A spending limit is a cap, not an automatic charge or authority to spend the full amount. Before committing funds, we require approval of the item or sufficiently specific purchase instruction and its cost. We will seek further approval for substitutions, personalisation, additional tasks or expenditure outside the accepted brief. We are not required to finance client purchases. If approval or cleared funds are missing, we may pause the affected work and will explain any effect on availability or timing. We will reconcile purchase advances against authorised expenditure, provide a breakdown and supporting receipts or supplier records where available, and identify the unused balance. Unspent funds are not automatically earned service fees. We will return an unused balance without undue delay once the relevant expenditure is established; a disputed item does not justify withholding an undisputed balance. Supplier refunds will be recorded against the request and any amount due to you passed on without undue delay. This does not postpone a refund we are legally required to make or make your rights against us dependent on a supplier reimbursing us. For courier movements, the accepted booking will explain any included waiting allowance and rates or calculation for additional waiting, route changes, inaccurate item details, failed access or recipient unavailability. We will explain and agree additional work and charges before undertaking it wherever practicable. Statutory consumer rights take priority. Payment methods and due dates are those confirmed for the particular request. Existing Square or GoCardless collections and mandates remain under their existing arrangements unless a change is expressly agreed. A reference to Stripe or another available payment method does not transfer an existing obligation or authorise a new charge.
5. Responsibilities & Packaging
You are responsible for accurate item descriptions, values, addresses, access instructions and authorised recipient details. For a delivery, please ensure the sender and recipient are available at the agreed times and that items you provide are appropriately packaged for the declared contents and journey. If packaging is unsafe or inadequate, we may pause or refuse collection and discuss an alternative. Where we have agreed to source, check or arrange packaging, we remain responsible for carrying out that agreed work with reasonable care and skill. Before engraving or other personalisation, you must approve the exact item and the relevant spelling, artwork, message, placement or finish, together with the supplier’s price and stated lead time. We will not knowingly substitute an item or change an approved design without further authority. Supplier availability and completion dates must be checked for the specific request; an enquiry alone does not reserve stock or a production slot. An approved personalised purchase may have restricted change-of-mind return rights. We will explain relevant restrictions before you commit. This does not exclude rights for faulty or misdescribed goods, incorrect personalisation caused by us or the supplier, or failure to perform our agreed service properly. For practical assistance at a property, the agreed brief must identify the permitted tasks and access arrangements. Permission for one task does not authorise us to dispose of possessions, incur unrelated costs or undertake regulated or specialist work outside the accepted brief.
6. Cancellations & Rescheduling
Consumer cancellation rights
For an eligible concierge service agreed at a distance or off our premises, you normally have 14 days after the day the contract is made to cancel without giving a reason. If you want us to start during that period, we will obtain your express request and explain any proportionate payment due for work performed before cancellation. The right is lost only after full performance where you requested the early start and acknowledged that consequence. Simply accepting these Terms is not that separate request or acknowledgement.
To cancel, send a clear statement to general@perissology.uk, write to the address in section 8, or tell us through another available contact route. You need not use the portal or a particular form. Where the statutory service cancellation right applies, any reimbursement due will be made without undue delay and within 14 days after we are told of the cancellation, using the original method unless you agree otherwise, without a refund fee.
Goods, mixed goods-and-services contracts, and contracts made directly with a supplier can have different cancellation rules. We will identify the contracting supplier and provide the applicable information before purchase. Personalised goods and goods liable to deteriorate rapidly may be excluded from the statutory change-of-mind right; this does not remove remedies for faulty or misdescribed goods. The specified-date transport exception for a courier movement does not automatically apply to every concierge service.
Concierge requests
For concierge work other than a courier movement, contact us promptly if you need to stop or change the request. Subject to any statutory cancellation right, you are responsible for agreed work properly completed and authorised supplier commitments that cannot reasonably be cancelled or recovered. We will explain those amounts, take reasonable steps to limit avoidable costs, and reconcile any advance. No blanket non-refundable rule applies to all service fees or advances. Cancelling our assistance does not itself reverse a separate, authorised contract you have made directly with a supplier.
Courier movements
The following courier cancellation and rescheduling schedule applies only to the separately priced courier movement. It is not a percentage charge on a client’s shopping budget or the whole concierge request. No charge is recovered twice under different parts of the request.
Before a booking is confirmed, including while it is awaiting payment or personal approval, you may withdraw the request without a cancellation fee.
Once a booking is confirmed, Perissology reserves capacity in its schedule for that movement. The following cancellation fees apply:
- within 15 minutes after confirmation: no cancellation fee;
- more than 24 hours before the scheduled collection time: no cancellation fee;
- between 4 and 24 hours before the scheduled collection time: 20% of the confirmed price, subject to a minimum fee of £10 and never more than the confirmed price; and
- less than 4 hours before the scheduled collection time: 50% of the confirmed price.
You may request a different collection or delivery time before work has begun. A rescheduling request is subject to availability and does not change the original booking unless and until Darius or Caitlin confirms the replacement time. The following rescheduling fees apply:
- within 15 minutes after confirmation: no rescheduling fee;
- more than 24 hours before the original scheduled collection time: no rescheduling fee;
- between 4 and 24 hours before the original scheduled collection time: 10% of the confirmed price, subject to a minimum fee of £5 and never more than the confirmed price; and
- less than 4 hours before the original scheduled collection time: 25% of the confirmed price.
Any separate change in the journey price caused by the replacement date, time, route or requirements will be explained and agreed with you before the booking is updated. If we cannot accept the requested replacement time, the original booking remains unchanged and no rescheduling fee applies. Where we avoid costs, reasonably reallocate reserved capacity, or our reasonable net loss is lower, we will reduce or reimburse the applicable cancellation or rescheduling fee.
The applicable cancellation fee, or the estimated rescheduling fee, will be shown before an online request is submitted. For a paid booking, Perissology will request any refund due through the original payment method. Provider and bank processing times are outside our control. Where you have approved account billing, any fee will be itemised through your existing agreed billing arrangement.
Online cancellation or rescheduling is not available once the scheduled collection time has arrived, collection or delivery activity is in progress, or the consignment has been collected. In those circumstances, contact Darius or Caitlin immediately. Any return, redirection, waiting, storage, disposal, provider cost or other work already undertaken may be charged separately at the agreed or reasonable rate.
Perissology may refuse, suspend or cancel a booking where safety, legal, operational or prohibited-item concerns arise, or where these Terms are breached. If Perissology cancels for reasons not caused by you or the consignment, no cancellation fee will apply and any payment for the unperformed service will be refunded in full.
Courier transport booked for a specific date or period is generally excluded from the ordinary 14-day cancellation right under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013. Nothing in these Terms limits your statutory rights where they apply.
Model cancellation form
Complete and send this form only if you wish to cancel. You may instead send any other clear statement.
To: Perissology Group Ltd, Apartment 50 Hollandbury House, 4 Brent Way, Brentford, London, TW8 8GR. Email: general@perissology.uk
I/We [*] hereby give notice that I/We [*] cancel my/our [*] contract of sale of the following goods [*]/for the supply of the following service [*]:
Ordered on [*]/received on [*]:
Name of consumer(s):
Address of consumer(s):
Signature of consumer(s) (only if this form is notified on paper):
Date:
[*] Delete as appropriate.
7. Liability & Limitations
We will perform our agreed services with reasonable care and skill. We are responsible for loss or damage that is a reasonably foreseeable result of our breach of contract or failure to use reasonable care and skill. We are not responsible for a loss caused solely by inaccurate instructions or unsuitable packaging you provided, but this does not exclude our responsibility where our own act or omission caused or contributed to it.
Please declare the nature and value of high-value or sensitive items before we accept the work, so that suitable handling and any specific arrangements can be agreed. A failure to declare value does not automatically reduce all consumer remedies to the delivery fee.
If an event outside our reasonable control affects performance, we will tell you and take reasonable steps to minimise the effect. This does not remove your rights where we fail to deliver goods or perform the agreed service. If Perissology is the seller, we remain responsible for supplying goods that meet your consumer rights; a supplier’s return policy does not replace those rights.
Nothing in these Terms excludes liability for death or personal injury caused by negligence, fraud or fraudulent misrepresentation, or any responsibility that cannot lawfully be excluded. Your statutory rights, including applicable rights to repeat performance, repair, replacement, price reduction or refund, remain unaffected.
Insurance
We do not currently maintain business liability or goods-in-transit insurance for this service. This does not reduce our legal responsibilities. Motor insurance is separate and must not be treated as a promise that your goods are insured. We assess each request and its handling requirements before acceptance.
8. Updates, Law & Contact
The version of these Terms supplied when we accept your request applies to that request. Later website updates apply to new requests, not automatically to an existing contract. Any agreed change to an existing request will be recorded in writing.
Please send questions or complaints to general@perissology.uk with your request reference and a description of the issue. We will investigate and respond, and explain any applicable next steps if we cannot resolve the complaint. Contacting us does not restrict your legal remedies.
These Terms are governed by the laws of England and Wales. This does not take away mandatory protections under the law of your country of residence or any right to bring proceedings in a court available to you under applicable consumer law.
Contact
Perissology Group Ltd
Apartment 50 Hollandbury House
4 Brent Way
Brentford
London
TW8 8GR
Registered in England and Wales
Company Number: 10934702
Email: general@perissology.uk
