Terms and Conditions

MPL Concierge Client Terms of Service:

By activating your account and using the MORAN PRIDE LTD (MPL) Concierge Services, you agree to all of the terms and conditions of this MPL Concierge Usage Agreement ("Usage Agreement"). If you do not agree with any of the terms or conditions contained herein, please do not use MPL Concierge.  MPL Concierge reserves the right to change, modify, add or remove portions of this Usage Agreement or the terms or conditions contained herein at any time. Changes to the agreement will be periodically made and included in a new "Usage Agreement" which will be posted in replacement of the old "Usage Agreement". Your continued use of MPL Concierge following the posting of any changes will mean that you have accepted the changes.

BOOKING CONDITIONS 

Once you have decided on the request, concierge service, bespoke or corporate event or travel arrangements you require, please carefully read the following conditions, as these form the basis of your relationship with MPL concierge a global bespoke luxury concierge company and with any supplier with whom you have a direct contract. Except where otherwise stated, these booking conditions only apply to leisure or business travel arrangements which you book with us and which we agree to make, provide or perform (as applicable) as part of our contract with you or, where we act as agent as set out below, arrange for you. All references in these booking conditions to “holiday”, “booking”, “contract”, “corporate event”, “bespoke experience or event,” “package”, “tour” or “arrangements” mean such leisure and/or business travel arrangements unless otherwise stated. In these booking conditions, “you” and “your” means all persons named on the booking or any of them as applicable (including anyone who is added or substituted at a later date).

Your Contract

• If you book only one type of arrangement with MPL Concierge (for example a hotel only, private jet plane, yacht charter, classic car, cruise, dinner or spa reservations only), MPL Concierge acts only as a booking agent for the supplier of that arrangement (for example the hotel or private jet provider). Your contract for that arrangement will be with that supplier (in these conditions referred to as the “Third Party Supplier”) and not with MPL Concierge. The Third Party Supplier’s own terms and conditions will apply to that contract in addition to the applicable parts of these conditions. You will receive the booking conditions of MPL Concierge along with all the terms and conditions of the third party supplier.
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• In most of the cases your contract will be directly with MPL Concierge and, you will receive a contract agreement along with our terms and conditions.
• When you make a booking you guarantee that you have the authority to accept and do accept on behalf of your party the terms of these booking conditions.

Booking, Confirmation, Currency, Payment

• MPL Concierge accepts different methods of payment upfront: Bank Transfer, Certified cheque, Cash, all major Credit Cards (American Express, Visa, MasterCard, Discover, JCB) and Paypal.
• We prefer payments of over $1,000 to be paid through certified cheque, bank draft or wire transfer.
• We can provide services to you 24/7, however, MPL Concierge hours are 9:00 A.M. to 6:00 P.M. Monday through Saturday. Services requested outside of normal business hours and/or on holidays may be subject to additional fees. 
• Payments with credit cards are subject to a 4% surcharge on the total amount.
• You may book by email, telephone, via our website or through one of our authorized agents. We will communicate with you by e-mail in relation to your booking (including sending you documents such as your confirmation and invoice) if you book online or otherwise provide us with an e-mail address, you must accordingly check your e-mails on a regular basis and should print and retain hard copies of all confirmation documents, e-tickets and other important communications. We will contact you by telephone if you do not provide us with an e-mail address. All the correspondences from MPL Concierge will be sent by e-mail however depending on the third party supplier, certain documents may need to be sent by courier. References in these booking conditions to “send” and “in writing” include communication by e-mail and via our online booking facility where applicable. You may contact us by e-mail for any of the reasons mentioned in these booking conditions (for example, to request an amendment). All e-mails should be sent to bookings@mplconcierge.com  
• You must send us a fully completed booking form together with a deposit of 30% of the total cost of arrangement (leisure, corporate travel, bespoke event and experiences and/or concierge services) unless otherwise stated by a third party supplier. If you book less than 12 weeks before departure, full payment (100%) must be sent with your booking form unless otherwise decided by MPL Concierge. Where we act only as agent (see clause 1(a)) you will be advised of the applicable deposit and payment timetable at the time of booking.
• On receipt of your completed booking form and the applicable payment, and providing your requested arrangement is available, MPL Concierge will issue a confirmation invoice. It is at this stage that a binding contract comes into existence between you and MPL concierge or between you and the Third Party Supplier, as applicable. Please note, though, that if you book a tailor-made corporate, leisure travel or an extension to a tour/SAFARI, your accommodation, private flights etc. will only be requested by MPL Concierge once your booking form together with a deposit has been received. Your confirmation invoice, in this instance, will indicate your requested package cost and you will be advised of any accommodation, private flights etc. which are still on request and not confirmed at the time the confirmation invoice is issued.
• Once payment has been made, any subsequent request to have that payment refunded and to pay by an alternative means may require you to pay an administration fee of $350.
• It is your responsibility to check the confirmation invoice and any other documents we send you carefully and to let MPL Concierge or your travel agent/lifestyle manager knows immediately in the event of any error or inaccuracy, as it may not be possible to make changes later. Where we act only as booking agent for a Third Party Supplier we will have no responsibility for any errors in any documentation except where those errors were made by ourselves.
• The balance of the cost of your arrangements is payable not less than 8 weeks prior to departure, unless you are informed otherwise. If all payments (including any surcharge where applicable) are not received on time by MPL Concierge, we (or we acting as agent for the Third Party Supplier where applicable) are entitled to assume that you wish to cancel your booking and will retain the deposit of 30% paid. If we do not cancel straightaway because you promise to make payment but you still fail to do so, you must pay the cancellation charges shown in the cancellation clause depending on the date we (or we acting as agent for the Third Party Supplier where applicable) reasonably treat your booking as cancelled by you.
• Providing full payment has been received, all necessary documents (if applicable) will be sent by emails to you before departure, before the start of the event (corporate or private) or concierge service. (Third Party Suppliers’ policies may vary) unless your booking is made within 12 weeks of departure, in which case final documents will be sent as soon as possible.
• MPL Concierge charges TWO currencies depending on the situation. International US Dollar ($), Local currency Kenya shillings (KSH)

 Fees

• For private and corporate clients, MPL Concierge may charge four types of fees depending on the request and the situation. The four fees are a reservation fee, a trip planning fee, a service charge and a last minute/weekend surcharge.
• For all basic concierge services including but not limited to private flights, hotels, dinner, spa, nightlife reservations as well as suggestions, expert advices and all other non-complex concierge services and activities, MPL Concierge will charge a NON-REFUNDABLE flat reservation fee between $50 up to $500 per person or for the whole group depending on the request. This reservation fee is the fee charged by MPL Concierge to make a reservation for a private or a corporate client. Please note this reservation fee could be charged in KSH( Kenya shilling) if applicable.
• For customized travel packages, weekend getaways and any other trips of a personal nature requested, MPL Concierge will charge a NON-REFUNDABLE trip-planning fee between $500 up to $5,000 per person or for the whole group for our legwork, time and expertise. Please note this trip planning fee could be charged in KSH( Kenya shilling) if applicable.. The amount of the trip planning depends on the nature of the request and varies according to the number of travelers, the complexity of the trip, and other factors such as the amount of notice we’re given. For example, please ask for details. This trip-planning fee is an addition to the cost of your customized travel package or concierge service.
• For complex goods and services including but not limited to yacht  charters, private jet charters, rentals of real estate (houses, villas, apartments), rentals of exotic luxury cars, VIP tickets to exclusive events and shows, VIP hospitality packages to sporting and lifestyle events, event planning, pre-made VIP packages, hard to find luxury items, collectibles and gifts and other non-basic concierge services MPL Concierge will add a service charge between 15% to 25% on the total cost of the goods or concierge services. The percentage of the service charge will vary depending on the complexity of the request and the deadline we have.
• For any last minute (48hrs and less) requests, concierge services and activities requested on the weekend by private or corporate clients, MPL Concierge will add a NON-REFUNDABLE last minute surcharge starting at $100 for the whole request or activity. Depending on the complexity of the goods and services, the last minute surcharge can go up to 50% of the total amount of the cost of the request or activity. Please note this last minute surcharge fee could be charged in $ (us dollar) or KSH (Kenya shilling) if applicable.
• To plan, coordinate and manage any corporate event for organizations, MPL Concierge will charge a NON-REFUNDABLE trip planning fee between 25% – 35% on the total expenditure costs.
• MPL Concierge may also charges a minimum administration fee of $500 OR KSH50000  (depending on the situation) imposed by the currency exchange, shipping and handling of all bookings, reservations and travel arrangements when necessary.
• To start working on any complex concierge services, private or corporate event, extensive travel arrangements for corporate or private clients, to work on custom itineraries, MPL Concierge requires a deposit payment between $500 and €$2,000 depending on the complexity of the request. The deposit payment is refundable at 50% if the client cancels the trip or the concierge service within 7 days of payment; otherwise the company retains the full deposit for its time and legwork. Please note this deposit will NOT become part of the total cost of the trip or concierge service. The amount could be charged in $ US DOLLAR or KSH KENYA SHILLING if applicable.
• It is important to note that private and/or corporate clients can be invoiced for one, two, three or four fees if they require multiples concierge services and activities.
• MPL Concierge has the right to charge a discretionary amount on some luxury concierge services under certain circumstances: short notice, urgent, once-in-a-lifetime experiences or very complex request from clients. The client will be notified of the fee before the service is rendered.

Alterations by you

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• If you wish to make any amendments to your travel arrangement after the confirmation invoice has been issued, you must inform us in writing and we will do our best to help. Please note however that if you (i) change to a different departure date, cruise or destination or (ii) change your booking less than 12 weeks before departure, this will be treated as a cancellation and a new booking and you will be liable for the cancellation charges set out in the cancellation clause. In the event a change can be made, you must pay all costs and charges incurred or imposed by any of our suppliers (or Third Party Suppliers where applicable) together with an amendment fee of $150 per booking before the change can be made.
• If you wish to change any aspect of your travel arrangement after it has commenced, MPL Concierge and/or their agents will do their best to assist, subject to you being responsible for any cancellation charges that may be levied for the arrangements originally booked, for the cost of your new arrangements and for any costs incurred by MPL Concierge and/or their agents in attempting to secure or securing any revised arrangements.

Changes or alterations by us or the Third Party Supplier

• This clause 5(a) applies only if your contract is with us. Occasionally, we have to make changes to and correct errors in website and other details both before and after bookings have been confirmed and cancel confirmed bookings which we reserve the right to do. Most changes are minor. Occasionally, we have to make a “significant change”. If we have to make a significant change or cancel, we will tell you as soon as possible. If there is time to do so before departure, we will offer you the choice of the following options: - (i) (for significant changes) accepting the changed arrangements or(ii) purchasing an alternative holiday from us (paying or receiving a refund in respect of any price difference) or (iii) cancelling or accepting the cancellation in which case you will receive a full and quick refund of all monies you have paid to us. Please note, the above options are not available where any change made is a minor one. If we have to make a significant change or cancel, we will, where compensation is appropriate, pay you compensation of up to a maximum of 2% of the total holiday price.
• This clause 5(b) applies if your contract is with a Third Party Supplier. If the Third Party Supplier changes or cancels your booking we will pass on the new details to you together with any compensation that the Third Party Supplier may offer. As booking agent only for the Third Party Supplier we cannot accept any liability for any changes or cancellations made to these bookings.

Insurance

• You are strongly recommended to purchase an insurance policy that covers personal liability, personal accident, lost and delayed baggage, medical expense, cancellation insurance and more at the time of booking your holiday, travel OR event arrangements. Travelers assume full responsibility for any loss, injury, death or damage to them, their family or their dependents arising in connection with their participation, or the participation of their family, in the trips, and for ensuring that they have adequate insurance coverage to cover any loss endured. MPL Concierge does NOT provide insurance policy and cannot accept any liability for any loss.

Force Majeure

• Neither MPL Concierge nor The Third Party Supplier can accept liability or pay compensation to terminate this contract for any failure to perform hereunder where such failure is proximately caused by a Force Majeure Occurrence. A “Force Majeure Occurrence” shall mean an occurrence beyond the control and without the fault or negligence of the party affected and which by exercise or reasonable diligence the said party is unable to prevent or provide against. Without limiting the generality of the foregoing, force majeure occurrences shall include: acts of nature (including fire, flood, earthquake, storm, hurricane or other natural disaster), pandemics, war, invasion, acts of foreign combatants, terrorists acts, military or other usurped political power or confiscation, nationalization, government sanction or embargo, labor disputes of third parties to this contract, or the prolonged failure of electricity or other vital utility service. Any Party asserting Force Majeure as an excuse to performance shall have the burden of proving proximate cause, that reasonable steps were taken to minimize the delay and damages caused by events when known, and that the other Party was timely notified of the likelihood or actual occurrence which is claimed as grounds for a defense under this clause.

Cancellation by you

• Should you wish to cancel your booking you must notify MPL Concierge in writing. This cancellation will be effective on the day we receive your written notification. Please state the reason(s) for your cancellation as you may be covered by your insurance policy. Claims must however be made direct to your insurance company and NOT to MPL Concierge. Depending on when notification of cancellation is received, the following cancellation charges will apply as follows:

1. 1. Weeks prior to Departure Percentage of Holiday Price
   2. Over 12 weeks Deposit 25%
   3. Between 8-12 weeks 45%
   4. Between 4-8 weeks 65%
   5. Between 2-4 weeks 80%
   6. Less than 30 days 100%

• No allowance or refund can be made for meals, rooms, excursions, pre-paid hotels, tours and services, luxury concierge services and more etc., included in the price of your travel arrangement but not taken, nor can any refund be made for lost, mislaid or destroyed travel tickets or vouchers. Part cancellation of a booking may result in increased costs for the remaining party members.
• If your reason for cancelling is because of events beyond your control (ex illness, death of a close friend, relative etc..), you may transfer your booking to another party provided that you give us reasonable notice to make such arrangements and that you and the transferee agree to be jointly and severally liable for any outstanding payment under the contract.

Conditions of Prices

• Where your contract is with MPL Concierge then once the price of your chosen concierge service or travel arrangement has been confirmed at the time of booking, we will only change it in the following circumstances. A surcharge or refund (if applicable) will be payable, subject to the conditions set out in this clause, if our transportation costs (e.g. fuel, scheduled airfares and any other flight surcharges which are part of the contract between private air charters (and their agents) and the tour operator) or dues, taxes or fees payable for services such as landing taxes or embarkation or disembarkation fees at ports or airports increase or decrease or our costs increase or decrease as a result of changes in the exchange rates which have been used to calculate the cost of your holiday/event.
• Our prices always list what is included and what is not included as specified in the contract. Please note additional expenses/charges incurred could be added at the end of a trip, private or corporate event, request and/or concierge service.
• All services are sold as a complete package. MPL Concierge will NOT provide a breakdown of trip or event component costs to private or corporate clients. All costs quoted are based on availability and subject to change without notice. Fees whether they are reservation, trip planning, service charge or last minute/weekend surcharge are most of the times included. Depending on the concierge services, private or corporate event, and/or request, these four fees may be added on top of the final bill.

Your Responsibilities

• Passports, visas and other travel documents: It is your responsibility that passports (with at least 6 months validity beyond the date of your return), visas, inoculation certificates and other necessary travel documents are in order BEFORE your travel begins.  MPL Concierge cannot accept liability for your failure to comply with any of these requirements and we reserve the right to charge you any costs incurred by us due to your failure in any of these respects. It is also your responsibility to check in for your flights by the correct time and to be in the right place at the right time for any travel arrangements. It is the responsibility of the person who makes the booking to ensure that all members of the party are in possession of all necessary travel, health (as well as necessary vaccination certificates) before departure. We do not accept liability if you fail to do so and no credits or refunds for loss or mislaid air tickets or other travel documents.
• It is a condition of your contract with us that you act with reasonable prudence and circumspection whilst on holiday and that you comply with all health, security and safety requirements. When you book with us, you accept responsibility for any damage or loss caused by you or any member of your party. Full payment for any such damage or loss (reasonably estimated if not known at the time) must be paid direct at the time to the accommodation owner or manager or other supplier. If the actual cost of the loss or damage exceeds the amount paid where estimated, you must pay the difference once known. If the actual cost is less than the amount paid, the difference will be refunded. You will also be responsible for meeting any claims subsequently made against us and all costs incurred by us (including our own and the other party’s full legal costs) as a result of your actions. You should ensure you have appropriate travel insurance to protect you if this situation arises.
• As between you and Third Party Supplier which form part of your travel arrangement, their conditions of business will apply which may mean that you will be required by such suppliers to sign liability waivers or other documents given by the Third Party Supplier. It is your responsibility to be aware of that.

Our Responsibilities

This clause 11(a) does not apply where your contract is with a Third Party Supplier

• We promise to make sure that the concierge service, private or corporate event or request we have agreed to make, perform or provide as applicable as part of our contract with you are made, performed or provided with reasonable skill and care. This means that, subject to these booking conditions, we will do our utmost care to create and deliver the perfect experience for you. Our aim is to provide you with reliable and personalized service based on your needs, preferences, tastes and budget. We will respond to your messages promptly and will keep you informed as your itinerary evolves.
• Please note it is your responsibility to show that reasonable skill and care have not been used if you wish to make a claim against us. In addition, we will only be responsible for what our employees, agents and suppliers do or do not do if they were at the time acting within the course of their employment (for employees) or carrying out work we had asked them to do (for agents and suppliers).
• We will not be responsible for any injury, illness, death, loss (for example loss of enjoyment), damage, expense, cost or other sum or claim of any description whatsoever which results from any of the following: – the act(s) and/or omission(s) of the person(s) affected or any member(s) of their party or the act(s) and/or omission(s) of a third party not connected with the provision of your holiday which were unforeseeable or unavoidable or ‘force majeure’ as defined in clause 7.
• Please note we cannot accept responsibility for any services that do not form part of our contract. This includes, for example, any additional services or facilities which your hotel, cruise provider or any other third party supplier who agreed to provide for you where the services or facilities are not advertised in our brochure/website and we have not agreed to arrange them and any excursion you purchase in resort. In addition, regardless of any wording used by us on our website, in any of our brochures or elsewhere, we only promise to use reasonable skill and care as set out above and we do not have any greater or different liability to you.
• The promises we make to you about the services we have agreed to provide or arrange as part of our contract – and the laws and regulations of the country/county in which your claim or complaint occurred – will be used as the basis for deciding whether the services in question had been properly provided.
• As set out in these booking conditions we limit our liability or the maximum amount we may have to pay you for certain claims you may make against us. Where we are found liable for damage, our maximum liability to pay you compensation is limited to a full refund of fees we have charged you for the provision of the service. These fees maybe a reservation fee, a trip planning fee, a service charge or a last minute surcharge. We do not offer compensation to a full refund of the request, private or corporate event cost or travel arrangement.
• Please note, we cannot accept any liability for any damage, loss, expense or other sum(s) of any description (i) which on the basis of the information given to us by you concerning your booking prior to our accepting it, we could not have foreseen you would suffer or incur if we breached our contract with you or (ii) which did not result from any breach of contract or other fault by ourselves or our employees or, where we are responsible for them, our suppliers. Additionally we cannot accept liability for any business losses.
• We are not responsible for any incorrect information in brochures or websites supplied by ourselves but produced by a Third Party Supplier.

Complaints and Problems

• If you have a complaint about any of concierge service, request, corporate or private event and/or travel arrangement booked with or through MPL Concierge, you must tell us right away.  We will then take all reasonable steps to help you.  If you fail to do this, any right to compensation, which you may have, will be extinguished or reduced.  If your contract is with a Third Party Supplier, as we act only as agent, we cannot accept any liability for the arrangements provided by that Third Party Supplier. Any assistance provided in resolving a complaint in relation to any bookings of this type is provided on a goodwill basis and in our capacity as booking agent.

Governing Law

• Your relationship (and any contract you may have) with MPL Concierge or with any Third Party Supplier and any dispute or other matters arising from it shall be governed by and construed in accordance with the laws in force in the county of Nairobi, by the laws in force in the Government of Kenya. Should any provision of the Conditions of Service or Terms and Conditions be deemed invalid by a court having jurisdiction, such provision will be dissociated from the other provisions of the Terms and Conditions, and the latter will remain in effect

Contacting Us

• If you have any queries or complaints in regards to these booking conditions or Terms and Conditions please write to MORAN PRIDE LTD 6800-00100,NAIROBI KENYA or through email private@mplconcierge.com 

Third Party Expenses

At the User's request, MPL Concierge may purchase items either over the Internet or on the phone with third party vendors with the User's credit card. In the event that the User initially wants MPL Concierge to make purchases for the User, the User will be asked for a credit card to be used for those charges. Such authorization may be either orally or in writing. Any request over $200 must be by email, or other written authorization. MPL concierge shall not purchase any item on behalf of the client from a third party unless first authorized to do so by the client.  MPL Concierge does not warrant or stand behind any purchases made on the User's behalf. MPL Concierge is merely acting to facilitate the purchase and all disputes with charges need to be addressed to your Credit Card Company or merchant. All invoices, shipping information, etc. will be sent directly to Users email address for vendor. If MPL Concierge agrees to make a credit card purchase on behalf of the client (i.e. not made directly with the client’s credit card),MPL Concierge reserves the right to charge a convenience fee 2.5% . 

Errands

Hourly rate for errands will be calculated based on the job assignment.

Unused Hours 

All unused hours will not be refunded or rolled over to the following month.

Access to Property

If the task requested by the client requires access to a business or residence, arrangements must be made to allow MPL Concierge access to the property.  If, for any reason, MPL Concierge Services cannot gain access, the full charge will be assessed to the client.  Clients may choose an option of a key safe to arrange for service access or arranging for key pick up and drop off if the client is not available.

Services

Concierge services are for providing you with informational driven services, limited to virtual telephone oriented, email or online tasks.  Our consultants will not physically provide any work such as pick-ups, mailings, drop offs, or any ERRAND SERVICES. Errand services (see below) are available at an hourly rate or a per-request rate and only and only in available areas.  In addition, concierge requests do not include providing any secretarial services such checking email, creating spreadsheets or placing postings online.  Other than that, we can find, research, book, call, remind, order online and do just about everything else you'd like for us to do on your behalf. 

Errand running services include all personal assistant services that involve personal errand running, on location and cannot be handled over the phone or Internet.  For requests beyond what is covered by concierge requests, the charge will be billed hourly or on a per request basis.

Concierge specialists are always based in our home office located in Nairobi, Kenya but it is not guaranteed that you will speak with or deal with the same concierge consultant each time you place a request, unless stipulated as part of your sign up plan and should the client insist we shall be ready to oblige.  Concierge specialists will do their best possible to provide you with the information or task at hand.  However, there will be circumstances where such information or unusual requests are not fulfilled and MPL Concierge will not be held accountable, liable or financially responsible for any inaccurate information provided.

Limitations 

By agreeing to our terms, you realize that there are inherent limitations to the services we are to provide.  We will not make illegal purchases on your behalf or represent you in any unlawful or illegal way.  For purchases made on your behalf, MPL Concierge nor its employees will be held accountable for returns, refunds, or guarantees on behalf of the products or services your are purchasing.  We will take all the precautions necessary to protect your information, but we will not be held responsible or accountable or liable for any reason whatsoever should your information become exposed or if you are not pleased with the products or services you approved for us to charge on your behalf. Concierge operators will also not lie on your behalf for any reason or be involved or responsible for any of your personal, business, financial or other actions. Our operators will not honor fraudulent outbound calling, money collections, prank calling or other illegal activities.  

Time Limitations 

Please keep in mind that to better service to all our clients we would appreciate your prompt inquires and responses.  Operators will not remain on hold for long periods of time, or provide in depth research with concierge requests.  If that is desired, we can perform that task at an hourly or per-request rate.  We anticipate that most concierge request calls will commence from beginning to end in approximately 2-4 minutes.  If required we will divide the requests 20 minutes = 1 credit. In addition, for ASAP requests, we advise that you make such requests via telephone. 

Refunds

There will be no refunds for services that are rendered.  As mentioned above, to cancel monthly flexi plans we must be notified in writing one month in advance.  The current month will be billed for services accordingly, whereas the following month will not.  Credits will be refunded only if there was an error committed by a Concierge consultant.  In that case, please notify our office that they had provided you with the wrong information and they will then provide you with the correct information and credit your account. There will also be no refunds for purchases made on your behalf.  When you ask for our representatives to make purchases on your behalf, we will not be held accountable should the product or service you are purchasing not meet the expectations you had in mind.   Please review on your own, all refund and exchange policies with the service providers you intend for us to make purchases on your behalf, PRIOR to asking that we make any purchases for you.   We will not be held accountable, liable or responsible in any way for purchases on your behalf that are lost during shipping, tickets arriving late, goods damaged in the mail, etc.  We will make purchases on your behalf simply to save you time, but will not be responsible for the goods or services we are purchasing.

Travel Arrangements

Travel Arrangements are also offered as part of our services.  MPL Concierge will try to find you the best deal for private air travel, hotel accommodations, limo services, etc. We will not be responsible any way and do not represent the quality or vouching of any of these service providers.  As the customer, you are accountable for the final selection of your destination or service provider.  If you are not pleased with any services referred to by our operators, please contact the service provider rather than MPL Concierge ..  Once we place make a purchase or place an order for flights, hotels, or any other travel related services, we will not be held responsible for any refunds or disputes.  It will be your responsibility to inquire upon any cancellation rules prior to booking and dispute any concerns you have directly with the service provider.  MPL Concierge will not refund, credit or be held responsible whatsoever for any travel related purchases.

Text Messaging

From time to time, an Operator may offer to text you the information you are looking for.  Whether you are looking for movie times, directions or a telephone number, we'll send you a text message.  You agree that by saying yes to receiving the text message, you may be charged by your cell phone company.  MPL Concierge will not reimburse or be responsible for your text message charges.

Should you sign up for our VIP services, you will be assigned to a dedicated team of staff members.  These staff persons will be your primary contact points for you to place your requests. You may reach these individuals via the common method of placing requests, however, your dedicated team will be assigned to your requests.  Please take note that your individual staff members WILL NOT be available 24/7 (they've got to sleep too).  You will be able to reach your dedicated staff team on business days Monday through Saturday from 9am - 6pm standard time.   For times when they are not available, you will still be able to utilize our services by simply contacting the general concierge and assistants via the email address and telephone number listed in your Welcome Packet or our website.  VIP services also allow a second card holder to place requests on your account following an official instruction from you via email.

Privacy

MPL Concierge Services knows how important privacy is to you and is committed to honoring your privacy both in data and person.

All personal and credit card information obtained is gathered for the purpose of providing concierge services and billing the client for services rendered.  At no time, will the collected information be disclosed to a third party, except for the purpose of completing the client's financial obligation to MPL Concierge. 

Limitation of Liability

In no event will MPL Concierge, any of its partners, providers, affiliates, including their respective officers, directors, employees or representatives, be liable for any indirect, incidental, compensatory or punitive damages or damages resulting from loss of profits, lost data or business interruption arising out of the use, inability to use, or the results of use of the service.  You agree to indemnify, defend and hold harmless MPL Concierge, its  service providers, and each of their subsidiaries, affiliates, officers, directors, shareholders, beneficiaries, members, partners, employees, consultants, attorneys and agents and their respective successors and assigns, if any, (collectively the "Indemnified Parties") from and against all claims, actions, losses, liabilities, damages, costs and expenses (including, but not limited to, attorneys' fees and costs) arising from or relating to your use of the Services . Recommendations of third party vendors are at your own risk and MPL Concierge Services shall not be held responsible for any dissatisfaction from any service or merchandise. The decision to use any third party service vendor is totally your own, and is only a recommendation by us and holds no guarantees for satisfaction. An complaints, refunds, etc. should be directed to the specific vendor and not to MPL Concierge. The concierges' comments and recommendations presented are based on research and opinions collected by the concierges, and are subject to change at any time.  In addition, all responses will be provided based upon REASONABLE research and efforts on behalf of our staff. We do not recommend utilizing our services for financial, legal, tax or other sensitive matters.

We use all reasonable endeavors to monitor the goods and/or services provided by our service partners but we cannot accept responsibility for any loss, liability or cost incurred by you as a result of any acts or omissions of service partners nor can we guarantee the accuracy of information supplied to you by service partners. No guarantees can be given on behalf of any service partners. You shall require seeking compensation for any loss or damage suffered directly from the service partner. 

MPL Concierge holds the right to refuse any business it feels is unsafe and unsuitable for its employees. 

Notice:

All notices to a party shall be in writing and shall be made either via e-mail. Notice shall be deemed given 24 hours after an e-mail that is not returned to the sender is sent.

MPL will from time to time make changes to our terms of use policy as circumstances require. Changes will be effective when they have been posted on the MPL website.

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