1. Who we are and how these terms apply
About Perissology
Provider: Perissology Group Ltd, trading as Perissology.
Company number: 10934702; registered in England and Wales.
Registered office: Apartment 50 Hollandbury House, 4 Brent Way, Brentford, London, TW8 8GR.
Correspondence, complaints and cancellation address: the registered office above.
Email: general@perissology.uk. Privacy enquiries: dpo@perissology.uk.
Telephone/WhatsApp: +44 7954 368533 / +44 7951 928329.
Who these terms apply to
These private-client terms apply where you act wholly or mainly outside your trade, business or profession. A company card, business email or representative does not by itself remove consumer rights.
Your individual arrangements
Before you join, we confirm your service start date, authorised contacts and their limits, any standing purchase instructions or spending limits, and any individual fee or payment arrangements in a personalised agreement. We identify any other documents that form part of that agreement by their exact version.
Our usual hours
Our normal contact hours are 9am–9pm, Monday to Sunday, London time (GMT/BST as applicable). Contact or work outside these hours may be agreed individually.
Private supplier benefits
Perissology may retain privately negotiated supplier discounts, rebates or commissions as additional remuneration, on top of the purchase or booking management fee and any separately agreed concierge time. Applicable public discounts and discounts belonging to you benefit you. Where we agree a retail-based client price, our private supplier benefit does not reduce that price or the amount on which the purchase management fee is calculated; the client price may therefore exceed the amount we pay the supplier. Clause 6 explains this arrangement and the further information and consent that may be needed. Individual supplier rates are not published in these terms.
How your agreement is made
Your agreement is made when you expressly accept the personalised offer we supply with the applicable terms. We give you a copy you can retain. Visiting this website, opening an email, remaining silent or receiving our confirmation does not by itself amount to acceptance.
2. The continuing service
We provide continuing personal concierge assistance: managing your instructions and preferences, coordinating shopping and gifting, sourcing and purchasing as your agent, arranging returns, and carrying out agreed practical errands and related assistance within our capabilities.
Throughout the agreement we will maintain your agreed brief and authority limits, provide a contact route during the stated hours, review incoming requests with reasonable promptness, coordinate outstanding authorised work and supplier follow-ups, and keep records of work, purchases and funds. We will use reasonable efforts to arrange and carry out requests within the agreed scope, explain availability and keep you informed of material delays. These responsibilities continue between individual tasks.
This is a continuing service without a fixed end date. There is no subscription fee, minimum monthly spend, exclusivity requirement or obligation to request a minimum amount of work. There is no guaranteed immediate response, reserved capacity or round-the-clock availability. Specific appointments and deadlines must be confirmed.
You may send requests at any time. Our usual contact hours are 9am–9pm, Monday to Sunday, London time. We can be flexible outside these hours by arrangement. Contact hours do not guarantee an immediate reply or availability to undertake every request. We confirm availability and timing for urgent, same-day or out-of-hours requests. These hours do not change an appointment or deadline we have already agreed with you.
Routine account maintenance and simply keeping this agreement open do not attract a charge. Actual work on your authorised requests is charged under the schedule below. We do not start chargeable projects simply because you have an account.
You may give instructions by WhatsApp, email or the client portal. A clear instruction within the agreed scope and authority is sufficient to request work; we do not require you to sign these terms again for each such task. We confirm timing, applicable charges and any missing decisions before committing you to something outside the existing authority. A task confirmation records the instruction and arrangements; its label does not determine its legal status.
Which services these terms cover
This agreement covers the continuing concierge service and incidental handling, travel and handovers included in an accepted concierge task. A separately priced standalone courier movement or a Privé membership is identified before booking and requires its own supplied, versioned terms. Privé's monthly fees and included allowances remain governed by its accepted membership offer. The aligned additional-work rates and qualifying 25%/15% fees apply to membership only through the supplied, expressly accepted membership update; existing membership terms are not changed retrospectively. Included time is not also billed at an hourly rate.
Where a request contains distinct services, the confirmation identifies their respective scope and prices; time or a charge already included in one agreed service price is not billed again under another service, and the same loss is not recovered twice. Clause 6 explains the expressly agreed percentage-plus-time pricing for a managed purchase. We resolve any conflict before accepting the affected work, rather than incorporating an unidentified changing website page.
We undertake only lawful work within our capabilities and your authority. We do not provide passenger transport, carry live animals or accept unlawful or dangerous goods. We do not undertake medical treatment, regulated professional advice or specialist trade work merely because you instruct us to do so. Independent specialist appointments may be arranged within clause 14. Food or temperature-sensitive requests are accepted only where suitable handling, packaging and transport arrangements can be maintained; sensitive or regulated requests require the additional checks relevant to the task.
Medicines and pharmacy collections
We may collect prescribed medicines, pay authorised prescription charges, and purchase medicines lawfully available for the intended patient as that patient's authorised agent. We require the patient's permission or authority from a person legally entitled to give it. Prescription-only medicines must be supplied lawfully against an appropriate prescription or other lawful professional supply route. We collect from the dispensing pharmacy or other authorised healthcare supplier; non-prescription medicines are purchased from a retailer legally entitled to supply that category of medicine.
The pharmacist or other authorised supplier decides whether the medicine may be supplied and may require patient details, confirmation of consent, identification, a signature or direct discussion with the patient. We do not bypass those checks, prescription requirements or quantity restrictions. We do not give medical advice, choose or change treatment, dispense, repackage or administer medicines. A proposed substitution is referred back to the patient and the appropriate healthcare professional.
We follow the supplier's handling and delivery instructions and keep medicines in their supplied packaging. Controlled, refrigerated or otherwise specially handled medicines require specific acceptance after checking that we can comply with the relevant conditions. We agree the authorised recipient and a suitable handover; general unattended-delivery permission does not by itself authorise leaving medicines. If safe delivery cannot be completed, we contact the client and, where appropriate, the dispensing supplier for instructions.
We use only the patient information needed for the task and obtain any separate explicit health-data consent or other lawful authority required under our privacy notice. A business client's instruction is not automatically the patient's consent. Applicable concierge time and any qualifying purchase management service are explained before commitment; merely collecting an already-paid prescription does not automatically attract a purchasing percentage.
Client purchase cash
By prior arrangement, we may collect cash from you or your authorised representative to fund a specific purchase which we are authorised to make on your behalf. We agree the purpose and amount, count and record the handover, provide an acknowledgement, keep the balance attributable to you, and reconcile supplier receipts, agreed charges and change. Unused funds remain yours and are repaid or held as refundable credit only in accordance with clause 7 and any specific instructions. Cash receipt is not automatically earned income or permission to spend outside your brief.
We may require proportionate checks on identity, authority and the source or purpose of funds where appropriate or legally required. We assess linked transactions as well as individual payments and do not split transactions to avoid legal requirements. Where a transaction requires registration or other compliance steps, we do not accept or make the affected cash payment until those requirements are satisfied. This purchasing arrangement does not offer a separate money-transfer, cash-banking or cash-transport service. The agreed 25% or 15% rate depends on the qualifying service, not on payment in cash; there is no automatic reduced cash tier.
Age-restricted goods
We may accept an instruction to purchase or collect lawful age-restricted goods from an appropriately authorised retailer, subject to the applicable product rules and our purchasing authority. We apply Challenge 25: if the relevant purchaser or recipient appears under 25, we require acceptable proof that they meet the applicable legal age or other eligibility requirement. Being over 25 is not itself the legal purchase threshold, and Challenge 25 does not replace product-specific restrictions or licensing conditions.
We establish the intended buyer's eligibility before committing and check the recipient at handover where required. We do not rely on our own age or the retailer's check of us as proof of the client's eligibility. We refuse prohibited proxy purchases, including buying for an underage person, and refuse handover where required checks fail or the supply would otherwise be unlawful. We do not leave age-restricted goods unattended or with an unverified substitute recipient. We agree a lawful next step and account for authorised work and recoverable supplier costs under this agreement; refusal does not automatically forfeit the whole advance.
Checks are recorded proportionately; we do not routinely retain copies of identity documents. For alcohol, the underlying sale must be made through an appropriately licensed supplier and the actual arrangement must support the intended purchasing agency. These terms do not authorise Perissology to resell alcohol or other regulated products without any permission required for that activity. The retained-benefit arrangement in clause 6 cannot override product-specific pricing, promotion or supply restrictions.
3. Authority and purchases
We accept instructions from you and people you have authorised in writing, within their stated authority. A delivery recipient is not automatically authorised to spend or order extra work. We check unclear or conflicting instructions before taking the affected action.
You appoint Perissology as your disclosed purchasing agent for goods and third-party services you instruct us to arrange, including bookings with contractors, tradespeople and other independent service providers. We act solely on your behalf in those transactions, not as the supplier's agent. Within your instructions and any agreed price, budget or other limits, you authorise us to negotiate or conclude the purchase or booking, including placing an order, accepting the supplier's terms on your behalf and making the authorised payment. We identify the supplier to you and explain our agency role to the supplier before committing.
We obtain any missing authority and bring material supplier conditions, including cancellation charges, to your attention before acceptance. This authority may cover ordinary retail purchases as well as third-party service bookings, within your instructions and any agreed limits; it does not override the supplier's actual contract or give us unrestricted spending authority.
The purchase or service contract is between you and the supplier under an agency arrangement accepted by that supplier; our concierge agreement and fees are separate. If the supplier will not accept that arrangement, we explain this and agree how to proceed before committing. These terms cannot, by themselves, change the supplier's contract. We distinguish actual supplier payments, agreed client charges and our remuneration in our records. Any retained private supplier benefit is dealt with under clause 6; it must not be represented as money paid to the supplier or as an at-cost reimbursement. We remain responsible for carrying out our own agreed work with reasonable care and skill.
We retain available evidence of the actual purchasing arrangement, including your authority and instructions, receipts, order or booking records and relevant supplier communications. We explain that we are purchasing on your behalf and use your details where the supplier's process allows. We do not require a separate written agency acknowledgement from every supplier. Where relevant, we record verbal discussions accurately as our own contemporaneous notes, not as written supplier confirmations.
If the supplier's receipt process does not provide an appropriate client field, we may add your name and the purchase date as our own annotation and link that receipt to your client and job record. This annotation identifies our allocation of the purchase; it is not a statement issued or endorsed by the supplier and does not, by itself, establish who contracted with the supplier. We preserve the supplier's printed transaction details and distinguish them from our annotations. An internal note or receipt annotation cannot override the supplier's actual contract. If the supplier expressly refuses the intended agency arrangement or the transaction otherwise conflicts with it, we resolve the position before committing. Merely paying a transaction already concluded by you does not become an exempt agency service solely because these records are kept.
No automatic overall time or spending cap applies unless we agree one with you. This does not give us unrestricted spending authority. We stay within your brief and purchase instructions, honour any agreed cap and seek instructions for material scope changes, substitutions or costs beyond your authority. You may set a cap at any time for future work.
The normal acceptance limit for a new or non-established client is £300 per item based on the qualifying goods price in clause 6, including any retailer VAT in that price. We may decline a purchase or expressly agree an exception. This limit is not a total budget or permission to buy without instructions.
Before an irreversible personalised order, you approve the item and exact specification, including names, spelling, artwork and finish where relevant. We obtain authority for substitutions and explain material supplier restrictions before committing. A restriction on change-of-mind returns does not remove remedies for faulty goods, incorrect performance or our own errors. A quote or enquiry does not itself reserve stock or a supplier appointment.
4. Hourly charges
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 in this agreement. Retailer prices may include VAT, which forms part of the goods cost and is included in the percentage-fee calculation as explained in clause 6.
5. Travel and expenses
For addresses confirmed as within our core Knightsbridge, Chelsea and Kensington service area, ordinary travel to the first task and from the final task is included. The physical clock starts at the first task and ends at the final task. Travel between client tasks during the assignment is charged at £60 per hour on the same clock. Other West London addresses are checked individually.
For work outside the confirmed core area, we agree any fixed arrival/departure travel supplement in advance. Ordinary fuel is included. Necessary parking, tolls and congestion charges are passed on at actual cost without markup, with the basis explained before commitment. Shared costs are allocated fairly and never recovered more than once. Our parking or driving fines are not passed on.
6. Purchase and booking management fees and hourly work
Full purchase management fee: 25% of the qualifying goods price. This covers taking responsibility for the sourcing/purchase process, identifying suitable options, coordinating the order and maintaining purchase records.
“Full” means that the service includes sourcing as well as managing the authorised purchase. It does not make concierge time, delivery or expenses all-inclusive. Any additional charges are explained and agreed under this agreement; work or time already included in your agreed fee or membership allowance is not charged again.
Client-selected purchase management fee: 15% where you have already identified the exact item and retailer, arranged collection, supplied purchase funds (unless we expressly agree otherwise under clause 7) and authorised us to conclude and administer that purchase as your agent without a sourcing service. Any additional collection or other concierge work is separately agreed.
Booking management fee: where agreed with you in advance, a 15% fee applies when you authorise us to arrange and conclude a booking with a contractor, tradesperson or other independent service provider as your agent, and administer the booking and payment on your behalf. This covers any type of third-party service booking we agree to undertake within your instructions; examples include repairs, maintenance, cleaning, laundry, removals and event services. The examples do not limit the scope of this clause.
The fee is calculated on the agreed client charge for the contractor or service-provider labour and materials after applicable public and client-specific discounts, including any supplier VAT in that charge. Any retained private supplier benefit is handled under the private supplier benefits provisions below; the agreed client charge may differ from the amount paid to the provider. Separately itemised travel, parking, delivery, collection and other expenses, and Perissology's own charges, are excluded. Materials on which Perissology has already charged its 25% full purchase management fee are excluded from the 15% calculation, so the same materials do not attract both percentage fees.
For example, an eligible contractor bill of £400 labour and £100 materials, including any supplier VAT, attracts a £75 booking management fee, plus any separately agreed concierge time. It does not apply automatically to every supplier booking or referral. We confirm the applicable fee and calculation basis before committing you.
For the same agreed purchase management or booking management service, the agreed percentage fee is the same whether you supply funds in advance or we lawfully pay first under an approved account. It is remuneration for the service, not a charge for the period before reimbursement is due. We do not add a fee solely because we pay first or increase the management fee according to the time remaining until the agreed payment deadline. Any separately agreed late-payment costs remain subject to their own conditions and applicable law.
For each purchase or booking, we identify whether the 25% or 15% service applies; we do not charge both percentages on the same supplier cost. These fees pay for the agreed purchase or booking management service. Merely forwarding money to settle a contract you have already concluded is not covered by this purchasing-agency service. Any request for a separate payment-only service requires us to establish that we can lawfully provide it and agree separate arrangements before accepting funds for it.
Private supplier discounts, rebates and commissions
Perissology may receive and, with your informed agreement, retain privately negotiated supplier discounts, rebates, commissions and other commercial benefits as additional remuneration for our services. These benefits are additional to, and do not offset, the separately agreed purchase or booking management fee or hourly concierge charges, unless we expressly agree otherwise.
Applicable discounts offered to the general public and discounts belonging to you personally are applied for your benefit, subject to the supplier's eligibility and combination rules. Private benefits negotiated for Perissology are treated separately and are retained only under this agreed remuneration arrangement. We will not reclassify a public or client-specific discount as a private benefit.
Before you commit, we confirm the client price for the goods or service and the basis and amount, or calculation, of our additional charges. Where we agree a retail-based client price, this may exceed the amount we pay the supplier because we retain a private supplier benefit. That agreed client price, after applicable public and client-specific discounts, is the basis for the purchase or booking management percentage; it is not reduced by a private benefit retained with your informed agreement. We do not describe that client price as our actual supplier cost or as an at-cost reimbursement.
Individual supplier rates are not published in these terms. We will provide further information about the nature, source, amount or calculation of a benefit where required by law or necessary for your informed consent, before committing to the affected transaction. You may ask about the arrangement before deciding. This paragraph does not waive any right to information or make silence, a failure to ask or general acceptance conclusive evidence of informed consent. If the necessary informed consent cannot be obtained, we will not proceed on the basis that we may retain that benefit.
We recommend and select suppliers according to your needs, preferences, budget and instructions, taking account of relevant factors such as suitability, quality, reliability and availability. We will not recommend or select a supplier solely because we receive a commission, discount or other benefit, or allow such a benefit to override those considerations or your interests. Supplier benefits can nevertheless create a financial interest, and we explain material conflicts before you commit. We continue to exercise reasonable care and skill. Receiving a benefit does not authorise us to act as the supplier's agent as well as yours.
The qualifying goods price is the agreed client price for the goods after applicable public and client-specific discounts, including any retailer VAT in that price and before the separately charged purchase management fee. Delivery, wrapping, personalisation and Perissology's separately charged fees are excluded. A private benefit retained under the arrangement above is not deducted from this calculation. The percentages apply to the service chosen, irrespective of whether purchase funds are supplied by bank transfer or cash accepted by us. There is no automatic 5% cash rate. Any exception is agreed in writing in advance for the specified work.
Foreign-currency purchases
Before committing to a purchase in a foreign currency, we explain the estimated sterling client price, the basis of conversion and any separately payable currency-conversion charges. Unless we expressly agree a fixed sterling client price, the final sterling calculation uses the actual exchange rate applied by the bank or card provider to the transaction. The agreed client-price and private supplier benefit provisions above continue to apply; the supplier payment is not automatically the client price.
Separately agreed bank or card currency-conversion charges are passed on at actual cost without markup and are excluded from the amount on which the 25% full purchase management or 15% booking management fee is calculated. We do not charge the same conversion cost twice, including where it is already reflected in the applied exchange rate. These provisions do not authorise spending beyond your instructions or an agreed limit; we seek further authority where needed before committing.
Where expressly agreed before work begins, the total price for a managed purchase or booking has two components: the applicable percentage fee for undertaking the purchase or booking management service, and the concierge time spent carrying out your instructions. The percentage fee does not itself include an allowance of working time. Chargeable time may include agreed research, shop visits, supplier liaison, waiting, collection and handover, with travel charged only under clause 5. We explain both components and any included time or agreed exception before you instruct the work; a price described as inclusive is not followed by another hourly charge for what it already includes.
For example, goods at an agreed client price of £200 with the 25% service fee (£50) and one agreed physical hour (£60) total £310, before any separately authorised expenses. This uses one combined clock for Darius and Caitlin. We do not also add a separate delivery charge for a journey already covered by that hourly work. A separately priced standalone delivery is identified and agreed before booking, and overlapping time or an included service is not charged again. These terms do not create retrospective authority for charges on earlier work.
Example: the agreed client price for goods is £200 after applicable public and client-specific discounts, including any retailer VAT in that price. The 25% fee is £50. If the assignment also requires one hour of standard physical work, the service charges are £110 (£50 plus £60), making £310 including the goods, before any separately agreed expenses. At the 15% tier the percentage fee would be £30; only the actual separately agreed concierge work is added.
Where a purchase or booking cannot be completed, or the supplier cancels or fails to supply it, we do not charge the percentage for the affected goods or service and refund any percentage collected for them. Client-requested contractor cancellations are addressed separately below. Properly performed, authorised concierge time remains chargeable, subject to your cancellation and other legal rights.
Client-requested contractor cancellations: where you cancel a contractor or service-provider booking managed by us under the agreed 15% service, we recalculate that fee once on the eligible amount ultimately lawfully payable to or retained by the provider, including any properly disclosed and authorised cancellation charge. Existing exclusions for separately itemised expenses and materials already subject to our 25% full purchase management fee continue to apply. We credit all booking management fees already collected for that booking against the recalculated fee; we do not retain a fee on the cancelled original total and add another percentage on the same retained or cancellation amount. For example, an eligible £200 contractor cancellation charge gives a £30 fee before any legally required reduction; if that £30 has already been collected, no further percentage is due. We reconcile any excess advance fee under the refund provisions.
This cancellation calculation is subject to your statutory rights and does not create an unconditional entitlement to retain 15%. We reduce or waive it where required by law, including where it would be disproportionate to the services supplied or recoverable cancellation loss. We explain the calculation, account for work not performed and costs saved, and do not recover the same administration, banking costs, time or loss through this fee and another charge. We do not impose this cancellation fee where cancellation results from our breach or use it to override a right to cancel without charge.
For a correctly completed purchase and later change-of-mind return, the original percentage fee remains payable only to the extent permitted by your statutory rights. Arranging returns or like-for-like exchanges attracts normal agreed concierge time and expenses, without another percentage merely for processing the return or refund. New sourcing for a different item requires an agreed scope and fee. We do not charge for work required to correct our own error. Faulty or misdescribed goods and deficient services retain their legal remedies.
Where the supplier accepts a return for a full refund of the goods, we refund or credit the full agreed goods price you paid us for those goods, including any private supplier discount or other benefit retained by us within that price. We do not limit your goods refund to the lower amount we paid the supplier. For example, if you paid £100 for the goods and we paid the supplier £85, the full goods refund is £100, comprising the supplier refund of £85 and the £15 we retained. Any separately charged purchase management fee is dealt with under the provisions above and your legal rights; it is not automatically retained or refunded by this goods-price rule.
Repayment or refundable account credit is handled under clause 7, with statutory refunds protected. This provision does not itself create a change-of-mind return right for goods that are otherwise non-returnable. For foreign-currency purchases, this sterling calculation is subject only to the separately agreed exchange-rate adjustment below, where applicable and lawful.
Where the supplier agrees a partial goods refund, we return the same proportion of any private supplier benefit retained within the agreed client price for the affected goods. We calculate the proportion against the supplier price for those goods, rather than unrelated items in the order. For example, if you paid £100 for the goods, we paid the supplier £85 and the supplier agrees a 50% refund of £42.50, we add back £7.50 of our retained benefit so your goods refund is £50. Where only some items are returned for a full refund, the full-refund rule applies to those items. Separately charged purchase management fees remain subject to the return provisions above and your legal rights.
Clause 7 governs repayment or permitted refundable account credit. This calculation does not limit any greater refund or remedy to which you are legally entitled. The same separately agreed foreign-currency adjustment below applies to the refunded portion only, where applicable and lawful.
Foreign-currency refunds
Where we explain and agree this arrangement with you before committing to the foreign-currency purchase, genuine exchange-rate gains and losses on a supplier refund are passed to you in both directions. We compare the sterling amount actually credited for the refunded foreign-currency supplier amount with the sterling amount originally paid for that same refunded portion, using the bank or card provider's actual conversion records. We add a gain to, or deduct a loss from, the goods refund calculated above. For a partial refund, the comparison covers only the refunded portion. We show the adjustment and its basis; we do not estimate an exchange loss or recover the same cost twice.
We still return the relevant private supplier benefit retained within the client goods price under the full or partial refund rule above; it is not treated as a supplier payment or exchange loss. For example, if your agreed goods price was £100, our original supplier payment was £85 and we retained £15, a full supplier refund converted to £82 gives a £97 goods refund (£82 plus £15). If the supplier refund converts to £88, your goods refund is £103 (£88 plus £15). These examples exclude separately charged purchase management fees, which remain governed by the existing fee and return provisions. No additional refund fee is charged under this arrangement.
This adjustment does not reduce any refund we are independently required by law to make, override an expressly guaranteed sterling refund, or pass on losses caused by our own error, breach or unreasonable delay. Without the necessary advance agreement, we do not deduct an exchange-rate loss under this provision. Clause 7 continues to govern payment timing and permitted refundable account credit.
7. Funding, invoices and records
New clients pay the authorised purchase funds, agreed percentage fee and an agreed service advance before work. For an established client, we may agree at our discretion to make an authorised supplier payment before receiving reimbursement. An approved funded-purchase account follows the daily settlement arrangement below unless an expressly agreed weekly or other individual arrangement applies. Established-client status does not itself provide an entitlement to finance, an instalment plan or a later payment deadline. We accept a funding arrangement only where we can lawfully provide it.
Approved funded-purchase account: daily settlement
Where we expressly approve a continuing funded-purchase account, it covers authorised supplier payments we agree to make on your behalf from time to time before receiving reimbursement. Approval does not guarantee acceptance or funding of every request, authorise spending outside your instructions, or change new-client advance-funding requirements. We record the scope and commencement of the approved account. The default billing period is daily unless we expressly agree weekly billing below or another lawful individual arrangement. Before accepting a new request, we may require advance funds; this does not change an existing commitment or payment deadline. We provide these arrangements only where permitted by applicable law. Nothing in this provision excludes your statutory rights or requires you to waive protections under financial-services or consumer law.
Each daily period includes authorised payments we make to suppliers after 11pm on the previous day up to and including 11pm on the statement day. All times are London time, including applicable GMT or BST. Supplier payments made after that cutoff enter the next period; client reimbursements are credited when received and appropriately allocated. We issue one itemised statement at the 11pm cutoff, separately identifying supplier costs, our agreed charges, credits and amounts already paid. The full properly payable balance for the period is due in one payment by 9am the following morning. A period with no balance due requires no payment. Monthly membership subscriptions retain their separate agreed payment dates.
For amounts included in this account, these deadlines replace otherwise applicable same-day immediate-reimbursement or completion-payment rules. We do not require separate repayments for each purchase or handover within the same period. There is no automatic right to pay in instalments or carry an unpaid balance forward. If we issue the statement late, we communicate a revised reasonable payment deadline that gives you an opportunity to review and pay it; we do not backdate default to a deadline you could not reasonably meet. Existing individually agreed terms remain effective for the work they cover unless expressly varied.
Included amounts are not overdue before the applicable deadline. Any late-cost recovery or overdue-payment retention right remains subject to that deadline and its other conditions. Borrowing costs incurred during the agreed payment period are not late-payment costs. These provisions apply only to funding we can lawfully provide; they do not themselves establish a regulatory exemption.
Approved weekly billing
We may expressly approve weekly billing for an established client. We record and agree the start and end of the weekly billing period, the statement issue day, the payment deadline and the categories of purchases, supplier payments and service charges included before that arrangement starts. Approval applies only within its recorded scope; being an established client or member does not automatically qualify you. New-client advance-funding requirements remain unchanged unless we expressly agree a lawful exception.
For included amounts, the agreed weekly arrangement replaces the default daily settlement schedule and any otherwise applicable completion-payment rule. We issue one itemised statement for the period, separately identifying supplier costs, our fees, credits and payments. The full properly payable balance for that period is due in one payment by the agreed deadline. This is not permission to pay in instalments or automatically carry an unpaid balance into a later period. Supplier deposits or stage payments within that period do not create separate client repayment deadlines for amounts included in the weekly arrangement. Monthly membership subscriptions remain governed by their separate agreed payment dates.
An included amount is not overdue before the agreed weekly payment deadline. Any applicable late-cost calculation or overdue-payment retention right starts only in accordance with that deadline and its other conditions. Our borrowing costs during the agreed payment period are not late-payment costs. The 25% and 15% service fees do not increase merely because weekly billing is approved. We may require advance funding for new requests in accordance with this agreement, but do not retrospectively shorten an agreed deadline or override an existing commitment. Existing individual payment terms remain effective unless expressly varied. We accept funded arrangements only where we can lawfully provide them.
For an approved weekly account, if we issue the statement late, we communicate a revised reasonable payment deadline that gives you an opportunity to review and pay it. We do not backdate default or apply overdue-payment retention or late-payment charges before that revised deadline. This does not extend a deadline merely because your own internal payment process is delayed.
For contractor and service-provider bookings paid by deposit or in stages, you supply each authorised supplier payment and the corresponding 15% booking management fee before we make that payment. Any agreed exception to advance funding for an established client follows the applicable daily, weekly or other expressly agreed payment arrangement in this section. The percentage applies only to the eligible labour and materials included in that stage, using the exclusions in clause 6. We account for earlier deposits, payments and fees when calculating later stages, so no supplier cost is charged twice.
For example, a £1,000 eligible contractor bill paid as a £400 deposit and £600 balance attracts fees of £60 and £90 respectively, totalling £150. The agreed payment schedule must fall within your booking authority. Collection of a fee in advance does not make it automatically non-refundable; the cancellation, non-supply and statutory-rights provisions still apply.
If you repeatedly pay undisputed invoices late, we may require the authorised purchase funds, agreed percentage fee and an agreed service advance upfront for future requests, including where you are an established client. We tell you the required amounts and payment arrangements before accepting the next request. This does not change payment terms for work already accepted or override existing expressly agreed payment terms. We may agree exceptions individually. We investigate genuine billing disputes before treating the disputed amount as a late payment for this purpose.
Where a service advance is required, we base it on the estimated concierge time for the particular request at the agreed hourly rates and agree the amount with you before starting. The estimate accounts for the one-hour minimum for physical visits where applicable; there is no separate minimum service advance. The advance is not a fixed-price quote or a maximum time or spending limit unless we expressly agree one. Final charges reflect properly authorised work under the agreed charging rules, subject to your statutory rights.
If the service advance is used up during an ongoing request, we may ask for a further advance based on the estimated remaining authorised work. We explain the amount and basis of the top-up and notify you before pausing further work at a safe stopping point until payment is received. We may agree to continue without a top-up at our discretion, including for trusted established clients. This does not override an expressly agreed payment arrangement or authorise work outside your instructions or any agreed budget. During a pause we continue to safeguard goods, keys and access details already in our care and arrange any necessary safe handover; we do not abandon goods or leave premises unsecured. A top-up is credited and reconciled in the same way as the original advance.
Any advance is a payment towards the final account, not an additional fee. We reconcile work and purchases, credit advances against properly payable charges and itemise any remaining balance. Unless a different payment arrangement is recorded above, the balance for completed work is due on completion and provision of the itemised account. Purchase reimbursement is due under the rule above even if related concierge work continues. We keep purchase funds, supplier refunds and service charges identifiable in our records.
Refundable account credit
While this continuing agreement remains active, our agreed default is to retain ordinary unused advance balances as refundable account credit for future work you authorise, unless you request repayment. We explain this arrangement before you accept it and show the unused amount on your itemised account within seven calendar days of completing or cancelling the relevant request. It is your refundable balance, not an additional fee or a non-refundable voucher. We do not apply an expiry date or a refund fee. Holding credit does not authorise new work, additional purchases or use contrary to any agreed restriction on the funds.
You may request repayment by WhatsApp or email at any time. We refund the available unused balance without undue delay and within seven calendar days of your request. If this continuing agreement ends, we return the available unused balance within seven calendar days without requiring a separate refund request. We explain any properly payable charges and outstanding third-party amounts; an unresolved amount does not justify withholding an otherwise undisputed refund.
Where we receive a retailer refund on your behalf, we notify you and record the amount within seven calendar days of receipt, including a refund credited to our payment card. For an accepted full or partial goods refund under clause 6, the balance due to you also includes the private supplier benefit returned by us under that clause; the repayment timing below applies to that full balance. Subject to your instructions and legal rights, an ordinary balance may be retained under the agreed refundable-credit arrangement. If you have requested repayment, we pass it on without undue delay and within seven calendar days of receipt, or within seven calendar days of your request if received earlier. Waiting for a retailer does not postpone a refund that we independently owe you.
This account-credit arrangement does not replace or delay a refund required by law, including a refund under clause 8, or a refund promised when we cancel work for our own convenience. We make those refunds within the applicable deadline and using the legally required method unless you expressly choose a permitted alternative. Your silence or acceptance of this general credit arrangement is not treated as a choice to take credit instead of a particular statutory refund. Any earlier applicable legal deadline takes priority; a later repayment request does not restart that deadline.
If an invoice remains unpaid three calendar days after its due date, we send a reminder. If it remains unpaid at seven calendar days overdue, we may pause new work after a written warning and a reasonable opportunity to respond. We investigate genuine billing disputes before acting over the disputed amount. Pausing new work does not permit us to abandon your goods or disregard existing duties.
Late-payment administrative costs
If an undisputed amount remains unpaid seven calendar days after its due date, we may charge once per invoice for reasonable additional administrative costs directly incurred in recovering that overdue amount, up to a maximum of £25. Before charging, we send a written warning explaining the proposed charge and allowing at least three calendar days to pay or raise a dispute. No charge applies before both periods have expired. We provide an itemised explanation of the costs on request. The charge is the lower of those reasonable additional administrative costs and £25; £25 is not an automatic fee.
We do not charge for an automatic reminder where it produces no additional cost, add repeated charges for the same invoice, or recover the same costs through concierge time or another charge. This administration charge covers only additional recovery administration; it does not itself reimburse borrowing costs. The separate borrowing-cost provision below must not recover the same costs. The charge does not apply to amounts properly withheld when exercising your legal rights. It applies only where this provision was agreed before the relevant work, not retrospectively to existing invoices.
Additional borrowing costs caused by late purchase reimbursement
Where we have lawfully paid an authorised purchase cost on your behalf, we may recover reasonable additional borrowing costs actually borne by Perissology and directly caused by your failure to reimburse the undisputed purchase amount by its agreed due date. This provision must have been prominently explained and agreed before the affected purchase. It does not apply retrospectively to existing invoices or create an entitlement to finance.
The charge is the lower of (a) those evidenced additional borrowing costs and (b) simple interest at 29.04% per year on the eligible purchase amount remaining unpaid, calculated daily from the day after its agreed due date until the day before we receive reimbursement. For each day, the maximum is the eligible unpaid purchase amount multiplied by 0.2904 and divided by the number of days in that calendar year. We reduce the eligible amount as payments, refunds and credits are properly allocated to it. There is no minimum interest charge and we do not compound interest or charge interest on interest or administration charges.
The eligible amount excludes our purchase or booking management fees, concierge time, membership fees and amounts you have already paid or do not lawfully owe. We exclude borrowing costs arising before payment became overdue, costs that we would have incurred even if you had paid on time, unrelated personal or business debt, card annual fees and costs already recovered through another charge. Interest on a director's personal card is not automatically a cost owed by you. We must establish the relevant additional cost actually borne by Perissology and its connection to your overdue reimbursement.
We take reasonable steps to limit any additional loss and do not recover costs caused by our own unreasonable delay or avoidable failure to reduce that loss. This provision does not offer an extension of time or a paid rollover facility.
Before demanding a charge, we provide a written explanation showing the relevant purchase amount, overdue dates, daily calculation and actual additional cost, allowing at least three calendar days to pay or raise a dispute. Any requested evidence is provided with unrelated personal and client information removed. We investigate a genuine dispute before pursuing the disputed charge; no charge applies to amounts properly withheld when exercising your legal rights. We reduce or waive a charge where required by law. The separate administration charge above may cover only distinct, reasonable additional work and cannot recover the same cost twice.
Court proceedings
If we bring court proceedings to recover an unpaid amount, we may seek interest and costs to the extent permitted by law and awarded by the court. This court-proceedings provision does not itself impose automatic interest, guarantee an award, or allow recovery of the same interest or costs twice, including any borrowing costs recovered under the preceding provision.
Purchase and accounting record retention
We retain the receipts, invoices, payment records and supporting purchase instructions needed for our accounting records for six years from the end of the last company financial year to which they relate, or longer where required by law. We retain relevant evidence for longer where necessary for an unresolved dispute, claim or investigation, with the reason and continuing need reviewed. This does not justify keeping unrelated personal information indefinitely.
Before records are deleted at the end of their retention period, we review whether any legal obligation, unresolved matter or other documented necessary purpose still requires them. We securely delete or anonymise personal information when it is no longer needed. Different retention periods apply to access credentials, marketing photographs and unrelated communications; they are not automatically retained for six years under this accounting rule. Further information is provided in our privacy notice.
8. Your cancellation right and requesting an early start
For an eligible distance or off-premises service agreement, you may cancel without giving a reason until the end of 14 days after the day it is made. Missing required information can extend that period. Tell us clearly using the contact details above. We supply an optional cancellation form with your agreement, but you may use any clear cancellation statement. Send notice before the deadline.
We refund sums due within 14 days of cancellation notice, normally by the original payment method without a refund fee. If you expressly requested an early start and received the required information, you pay only the legally permitted proportionate amount for service supplied before cancellation. Physical minimums and reserved-slot charges do not override this right.
For a genuinely continuing contract, routine instructions within it do not themselves restart this initial period. A separate new contract has its own applicable rights. Finishing one task does not fully perform this indefinite agreement. Rights concerning purchases remain separate.
Requesting an early start
We ask for your express early-start request separately from acceptance of your agreement. We explain any proportionate payment that may be due if you cancel after work has begun. Your statutory cancellation right ends through full performance only where the entire service contract has been fully performed during that period and you made the required request and acknowledgement. Completing an individual task does not fully perform this continuing agreement.
If you do not request an early start, we arrange a start after the applicable period. Accepting the agreement alone does not select this option. For an off-premises agreement, you must make the early-start request on a durable medium, such as an email, written WhatsApp message or a retainable electronic request; a verbal request alone is insufficient. We send you a record of your choice.
9. Ending the continuing arrangement
You may end the arrangement at any time by a clear message, without a separate account-closure fee. We stop new commitments, explain the position of outstanding tasks and arrange a reasonable handover of your property and records and reconciliation of funds.
We may end the arrangement on at least seven calendar days' written notice where circumstances genuinely beyond our reasonable control prevent us from continuing the agreed service, or where you materially breach this agreement and do not put matters right after a reasonable written opportunity to do so. We explain the relevant reason and give longer notice where reasonably needed for an orderly transition. This does not allow us to abandon a confirmed job simply because other work would be more profitable.
We may suspend the affected work immediately where it would be unlawful or unsafe, where there is abusive or threatening conduct, or where necessary agreed purchase funds have not been supplied. For a disputed invoice we seek to resolve the dispute; for other overdue undisputed charges we give a reasonable written opportunity to pay before ending for non-payment. Where practicable, we explain the reason and protect goods and funds during handover.
Ending the arrangement does not itself impose a termination penalty. Outside statutory cancellation, you remain responsible for properly incurred authorised charges and any fair, previously disclosed cancellation loss for reserved work or authorised third-party commitments. We do not recover the same loss twice. If we cancel work for our own convenience, we do not charge you a client-cancellation fee; unused advances are refunded and your remedies remain unaffected.
10. Reserved appointments and changes
Outside statutory cancellation rights, cancellation or rescheduling of a confirmed reserved concierge slot attracts the following maximum charge against the reserved concierge time price: at least 48 hours' notice, none; at least 24 but less than 48 hours, up to 50%; less than 24 hours or non-attendance, up to 100%.
We reduce the amount to our actual direct net loss, allowing for saved costs, replacement work and reasonable steps to mitigate loss. The calculation excludes the goods budget and unearned percentage fees. Advances offset the amount; worked time and cancellation loss are not recovered twice. We confirm the hours reserved before the reservation becomes chargeable. Rescheduling does not create a second cancellation charge for the same change, and the replacement slot remains subject to availability.
Separate dated courier services need their own identified terms; this schedule does not automatically classify or govern them.
11. Changes, pricing exceptions and separate services
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.
An individual price or payment exception must be expressly agreed before the affected work. We record its rate, scope and duration or end condition. Unless expressly ongoing, it applies only to the specified job or purchase. An ongoing exception continues for work within its stated scope until it ends under its agreed conditions or is expressly varied. Neither later work nor a general standard-terms update silently changes that arrangement.
Material changes to scope, fees or these terms require advance express agreement. We send the proposed version, a clear summary and intended effective date, and allow a reasonable opportunity to consider it without pressure. There is no standard fourteen-day waiting period for updates, but any legally required or already binding notice period remains effective. Earlier free acceptance can take effect from the agreed date, subject to those requirements. Silence, elapsed time, an email being sent or opened, or a website update is not acceptance.
Once accepted, an update governs future requests within its scope without a fresh signature for each request. Already confirmed jobs retain their agreed terms unless expressly varied. While an update awaits acceptance, we normally wait before confirming new work; we may instead expressly accept a job under the existing terms and record that choice. Neither choice changes existing commitments retrospectively.
Cosmetic corrections that do not change meaning, charges, rights or duties do not require fresh acceptance. We preserve the accepted version. Work outside the continuing service, or a restart after termination, is considered separately and receives any cancellation information or consent process it legally requires. An account record is not blanket consent to unrelated contracts. If we cannot agree a substantive change, either party may end the agreement only in accordance with clause 9.
12. Access to your home and custody of keys
Before entering your home, we obtain your written permission, which may be given by WhatsApp, email or the client portal. You may give standing permission for repeat visits, specifying the property, permitted purposes, access arrangements and any limits such as visiting times or rooms we may enter. We do not need a separate access approval for each visit within that permission. This does not authorise extra chargeable work or purchases beyond your existing instructions.
Possession of keys, an access code or a building pass does not itself authorise entry. We enter only within the authority you have given. If the instructions are unclear or conflict, we check before entering or taking the affected action.
We keep keys, passes and access codes secure, record key and pass handovers, and do not copy keys or pass keys, passes or codes to anyone outside the Perissology team carrying out your authorised work without your permission.
You may withdraw access permission at any time by telling us. Once notified, we stop further access and arrange to return your keys and passes. We cease using access codes and remove them from our operational access records when no longer needed. If this service agreement ends, access authority under it also ends unless you expressly authorise limited access for an agreed handover. Holding keys does not extend our authority after permission ends.
13. Temporarily holding your goods
Holding your goods beyond the agreed journey or appointment is available only by agreement, subject to suitable space and conditions. Before accepting that arrangement, we confirm the goods to be held, the agreed duration, and the collection, delivery or return arrangements.
Any holding fee must be expressly agreed with you in advance. There is no automatic daily storage charge. Time spent on separately authorised concierge work and agreed transport remains subject to the applicable charges, without charging twice for work already included in an agreed fee.
If plans change, we contact you to agree an extension or revised collection, delivery or return arrangements. We do not promise indefinite storage or impose a new holding fee retrospectively. This clause does not authorise us to sell, dispose of or abandon your goods if collection is delayed.
We take reasonable care of goods while they are in our custody. Acceptance of a holding arrangement does not itself represent that the goods are insured for every risk or their full value. We confirm any specific insurance representation separately, without limiting our responsibilities or your statutory rights.
Limited retention for unpaid supplier costs
Under this agreement, we may retain an item lawfully in our possession in carrying out your instruction until overdue, undisputed amounts we have paid to a supplier on your behalf to purchase, clean, repair, service, alter or personalise that item have been reimbursed. This rule applies to instructions covered by this agreement after you accept it; separate acceptance of this rule for each such instruction is not required. It does not apply retrospectively to earlier instructions.
We identify the item and the reimbursement concerned and respect the agreed payment deadline and any expressly agreed handover arrangement. This right does not cover unrelated items or debts, our own concierge or percentage fees, membership charges, interest or other late-payment charges. We release the item promptly once the relevant reimbursement is paid, even if other amounts remain outstanding. We investigate genuine disputes and do not exercise this right against amounts you are legally entitled to withhold.
Retention does not transfer ownership to us. We continue to take reasonable care of the item. This clause gives us no right to use, sell, transfer, pledge or repossess your goods, or to take other property as security. We do not exercise this right over medicines, essential medical equipment, identity documents or access keys, or where retention would create a foreseeable health or safety risk. It does not create an automatic storage fee. Your statutory rights remain unaffected.
14. Arranging third-party services
When you ask us to book and pay a contractor, tradesperson or other independent service provider on your behalf, we act under the purchasing authority in clause 3. We obtain your approval of the provider, the work, the price or budget and the relevant cancellation terms before making a binding booking on your behalf.
You may give specific written standing authority for repeat bookings. Where a booking falls within that authority, we do not require fresh approval each time. We seek approval before committing outside those limits or materially changing the provider, scope or agreed costs.
We identify the third-party provider and show their charges separately from our own concierge coordination charges. The agreed 15% contractor and service-provider booking management fee in clause 6 applies where we undertake that service. We explain the fee and any additional hourly charges before committing to the arrangement. An introduction or referral alone does not attract that percentage automatically, and the 25% full purchase management rate does not automatically apply to a contractor or service-provider booking.
Authority to book a provider does not itself authorise us to share your keys, passes or access codes. We obtain the necessary permission separately, unless your existing written authority expressly covers that access arrangement. This clause does not remove our responsibility for the concierge services we perform.
15. When we cannot reach you or obtain access
If we need instructions or access and cannot reach you, we make reasonable attempts to contact you and any backup contact you have authorised. We continue other work already within your instructions where possible. Silence does not authorise substitutions, additional purchases or spending beyond your existing authority.
Where we are physically waiting for your instructions or access, the standard waiting period is 15 minutes from when that waiting begins. We may agree a different period with you. After the applicable period, we may pause the affected task and leave where it is safe to do so. We let you know what has happened and arrange the next step. We do not abandon goods or leave a property unsecured in order to end the wait.
Necessary physical waiting is charged under clause 4 at £60 per hour, within the same combined clock and the single physical minimum. This rule does not create an additional penalty, restart the minimum or authorise indefinite waiting charges. Any shorter agreed waiting or spending limit remains effective. Time awaiting a remote reply when no active work is being performed is not chargeable.
We agree any rearranged attendance and its charges before it takes place. We do not automatically add a cancellation charge to the same waiting charge or recover the same time or loss twice. Statutory cancellation rights remain unaffected.
16. Authorised handover of goods
We deliver goods to the intended recipient or to a person or place you have expressly authorised. You may give written standing instructions, for example authorising handover to your building concierge or use of a specified safe place. We follow those instructions within their stated limits without requiring approval for every handover.
We do not assume that a neighbour, reception desk or doorstep is authorised simply because it is available. We record the handover time, location and recipient where applicable, with suitable delivery evidence. For an authorised unattended location, we record where the goods were left.
If a specified safe place appears unsafe or unsuitable for the goods, we do not leave them there and contact you for an alternative. If we cannot reach you, the waiting and temporary-holding arrangements apply as relevant; they do not authorise abandonment or unagreed storage charges.
These instructions govern where and to whom we may hand goods over. They do not create a blanket transfer of risk or remove responsibility for our own errors or failure to take reasonable care.
17. Our responsibility if something goes wrong
We will carry out our services with reasonable care and skill and follow your agreed instructions. We are responsible for loss or damage caused by our breach of this agreement or failure to use reasonable care and skill, where that loss or damage was reasonably foreseeable. Loss is foreseeable if it is an obvious consequence or if, when the relevant obligation is agreed, both you and we know it could occur.
We are not responsible for loss or damage that we have not caused or contributed to through a breach of our obligations, or for losses that were not reasonably foreseeable. For example, an existing defect in an item is not our responsibility merely because we handle it; we remain responsible for any additional damage we cause through our own failure to take reasonable care. We do not exclude responsibility simply because an item is fragile, valuable, poorly packaged by someone else, or left at a location you authorised. We assess what reasonable care requires in the actual circumstances.
Where you contract directly with a retailer or other independent provider and we act only as your agent, that provider is responsible for its own goods and services. We remain responsible for our own selection, booking, instructions, payments, handling and coordination to the extent these form part of our agreed service. This paragraph does not exclude responsibility for anyone we engage to perform our own contractual obligations, or any responsibility the law places on us as a supplier.
Please tell us about any problem as soon as reasonably practicable, with any available supporting information, so we can investigate and help prevent further loss. Delay in reporting does not automatically invalidate a claim. We will consider the circumstances and provide a remedy where required by law. You do not have to claim on your own insurance before seeking a remedy from us.
Nothing in this agreement excludes or restricts liability for death or personal injury caused by negligence, fraud or fraudulent misrepresentation. Your statutory rights, including remedies for services not provided with reasonable care and skill, remain unaffected. There is no contractual monetary cap on liability under this agreement. Compensation and other remedies are determined by the applicable law and the circumstances, rather than by our service fee or any insurance payout.
Insurance position: we do not currently maintain business liability or goods-in-transit insurance for this service. This does not reduce our legal responsibilities or require you to waive your rights. Any motor insurance is separate and must not be treated as a promise that your goods are insured.
18. Declared value and acceptance of goods
We do not impose a blanket maximum value on goods accepted for handling, transport or temporary holding. We assess each new request individually before accepting it, taking account of the goods, their value, our capabilities and the proposed arrangements.
Before we accept custody, please identify the goods, give their value to the best of your knowledge and tell us about any known fragility or special-handling requirements. Where this information is already available in our purchase records or your existing instructions, we use it without requiring you to provide it again. If the value is uncertain, tell us so we can clarify it before acceptance.
We agree suitable collection, handling, transport, any temporary holding and handover arrangements. We may decline a new request where we cannot handle the goods appropriately. This does not give us a right to abandon goods already held or disregard an existing commitment.
The declared value informs our assessment of the job. It is not an agreed compensation cap, a promise of insurance or a waiver of your rights. Missing or inaccurate information does not automatically invalidate a claim; responsibility is assessed according to the circumstances and applicable law. Clause 17 continues to apply.
The separate £300-per-item purchase acceptance rule for new or non-established clients, including expressly agreed exceptions, remains as set out in clause 3. It is not a general custody-value limit.
19. Complaints
You may raise a complaint using our email or WhatsApp contact details in clause 1. Please describe the issue and include any available information that will help us investigate.
We will acknowledge your complaint within seven calendar days of receiving it. We aim to provide a substantive response within fourteen calendar days of receiving it, explaining our findings and any proposed resolution. Both periods run from receipt of the complaint, not from our acknowledgement.
If we need more time to investigate, we will contact you before the fourteen-day response target, explain why and request a reasonable extension with a proposed revised response date. We will keep you informed of progress. Requesting an extension does not require you to accept it or prevent you from exercising your rights.
These are our complaint-handling response times, not deadlines for you to bring a complaint or claim. This process does not postpone any statutory refund or remedy deadline, restrict your legal rights or require you to complete our process before using remedies otherwise available to you.
Law and courts
This agreement and disputes arising out of or in connection with it are governed by the law of England and Wales, including where you live outside the United Kingdom. This choice does not deprive you of any mandatory consumer protection that applies and cannot lawfully be excluded by agreement.
The courts of England and Wales have jurisdiction to hear disputes arising out of or in connection with this agreement. This does not restrict any mandatory right you have to bring proceedings in the courts where you live, or override any rule requiring us to bring proceedings against you there. Those protections apply to clients in other parts of the United Kingdom and abroad where the relevant law provides them. This clause does not require you to complete our complaints process before exercising your legal rights.
20. Confidentiality and work photographs
We keep confidential information about you, your purchases, addresses, access arrangements and instructions confidential, including after this agreement ends. We share only what is necessary with appropriate recipients to carry out your instructions, administer our service, obtain confidential professional advice or meet legal obligations, or where disclosure is otherwise lawfully necessary, including in an emergency. Personal information is handled in accordance with applicable data protection law and our privacy notice, supplied with this agreement. This clause does not replace that notice or override a separate confidentiality agreement.
Unless you opt out, we reserve the right to take and use photographs of ourselves carrying out our work for Perissology's website, social media and other marketing, provided they do not identify you or disclose your confidential information. Images, captions, timing, location information and other context must not reasonably enable someone to identify you, your household or your connection with the work. We do not include identifiable clients or other people without their separate permission, or reveal addresses, labels, receipts, access details, recognisable private surroundings or distinctive possessions where these could identify you or disclose confidential information. Photography remains subject to applicable premises rules, access permissions and any separate confidentiality commitments.
You can opt out at any time by WhatsApp or email, for a particular request or all future work. Once notified, we stop taking marketing photographs in connection with the opted-out work and stop new marketing use of those photographs. On request, we also remove relevant existing posts from channels we control within a reasonable time; we cannot guarantee removal of copies independently shared by others. An opt-out does not affect the service or its price. Any necessary photographs used solely for service records or proof of handover are dealt with separately under our privacy notice and are not automatically authorised for marketing.
We delete marketing photographs that have not been selected for use within 30 calendar days of taking them. We retain selected marketing photographs only while needed for the stated marketing purpose and review them at least annually, deleting them when no longer needed. We act sooner where required by an applicable opt-out, removal request or legal obligation. These periods apply to marketing photographs; separate retention rules apply to body-worn recordings and necessary service or handover evidence.
We obtain separate express permission before using identifiable client stories, photographs or testimonials in marketing. Not opting out of non-identifying work photographs is not consent to identifiable marketing or a waiver of privacy rights.
Privacy requests and incidents
Our privacy notice accompanies this agreement. You can exercise applicable access, deletion, correction, objection and other data rights verbally or in writing through any of our available contact routes; no special form is required. We respond within the applicable legal timescales, normally one calendar month for access or erasure, subject to lawful checks or extensions which we explain. We assess retention duties and third-party information individually. Account closure, erasure and settlement of charges are separate matters. We investigate personal-data incidents and make legally required notifications. Acceptance of this agreement is not blanket consent to personal-data processing or identifiable marketing.
21. Joining and changes to these terms
Existing clients moving to this agreement
Before asking you to accept this agreement, we supply the completed agreement and a short summary of its main fees and material changes from your existing arrangement. The summary does not replace the full agreement. We obtain your express acceptance and record the version and date before applying it to future requests within its scope. Jobs already agreed remain governed by their existing arrangements unless you and we expressly agree a change for those jobs. Existing balances, permissions and accrued rights are not retrospectively changed by acceptance. Silence, continued use of our website or receipt of an email does not by itself constitute acceptance of the replacement terms.
Once accepted, this agreement governs later instructions within the genuine continuing service without requiring acceptance of the whole agreement for each request. Any additional authority, specific consent or separate agreement required by these terms or by law is still obtained when needed. The early-start choice under clause 8 remains separate.
Agreeing your arrangements
Your personalised agreement records your details, the agreed fee schedule and the applicable terms version. Acceptance and any early-start choice are recorded through onboarding or another agreed method that gives you a copy you can keep.
Before acceptance, we draw your attention to the private supplier benefits arrangement in clause 6 and obtain your informed agreement, including any further disclosure required. Benefits retained by Perissology are additional remuneration alongside our separately agreed management fee and concierge time, and your agreed client price may exceed the amount paid to the supplier. Accepting the continuing service does not replace any separate early-start request or other consent required for a particular task.
