Terms of Service

By accessing or using any services of Conciergerie Lux ("we," "our," or "us"), you agree to be bound by these Terms of Service ("Terms"). These Terms apply to all services offered by Conciergerie Lux, including but not limited to residential cleaning, gourmet meal plans, luxury transport, personal assistant services, dog sitting and boarding, travel booking, event planning, property management, and errand services. If you do not agree to these Terms, please do not use our services.

These Terms constitute a legally binding agreement between you ("Client," "you," or "your") and Conciergerie Lux. By placing a booking, signing up for a subscription, or otherwise engaging our services, you confirm that you have read, understood, and agree to these Terms in their entirety.

Conciergerie Lux is a premium concierge company serving the Greater Montreal area and Sorel-Tracy region. We offer a comprehensive range of services designed to simplify and elevate every aspect of your daily life:

• Cleaning Services — Residential, deep, move-in/out, post-construction, recurring, and specialty cleaning
• Gourmet Meal Plans — Chef-prepared meals with custom macro targets, dietary accommodations, and scheduled delivery
• Luxury Transport — Professional chauffeur services including airport transfers, corporate travel, private events, and long-distance transport
• Personal Assistant — Dedicated assistants for scheduling, errands, research, personal shopping, and event coordination
• Dog Sitting & Boarding — In-home visits, daycare, standard and premium boarding services
• Travel Booking — Bespoke flight arrangements, private jet charter, VIP airport assistance, hotel bookings, and curated experiences
• Additional Concierge Services — Event planning, property management, travel coordination, and errand services

Each service is subject to the general terms below as well as any service-specific provisions outlined in the following sections. In the event of a conflict between general and service-specific terms, the service-specific terms shall prevail.

Our cleaning services encompass:

• Residential Cleaning — Regular maintenance cleaning including dusting, vacuuming, mopping, kitchen and bathroom sanitization, and general tidying
• Deep Cleaning — Thorough top-to-bottom cleaning including interior cabinets, appliance interiors, baseboards, grout, vents, and behind/under furniture
• Move-In/Out Cleaning — Comprehensive property preparation including all surfaces, appliance interiors and exteriors, interior windows, light fixtures, and a final walkthrough
• Post-Construction Cleaning — Multi-phase cleanup (rough clean, detail clean, final clean, quality verification) following renovation or construction work
• Recurring Plans — Weekly, bi-weekly, or monthly cleaning on a set schedule with a dedicated team, priority rescheduling, and optional quarterly deep cleaning
• Specialty Cleaning — Crystal and chandelier care, fine art and antique dusting, wine cellar maintenance, home gym sanitization, event preparation and post-party cleanup

Cleaning supplies and equipment are provided by Conciergerie Lux unless otherwise agreed. Clients must disclose any known hazardous materials, fragile items, or surfaces requiring special treatment prior to service.

Our gourmet meal plan service provides chef-prepared meals with precise macro targets, locally sourced ingredients, and flash-frozen delivery. Available plans include Gourmet, Plant-Based/Vegan, Keto & Low-Carb, Family Plan, and health-focused options (Anti-Inflammatory, Immune Support, Gut Health).

Allergen & Dietary Disclaimer

Clients are solely responsible for disclosing all food allergies, intolerances, dietary restrictions, and medical conditions at the time of order and promptly whenever they change. While we take every reasonable precaution, our meals are prepared in kitchens that handle common allergens including but not limited to nuts, dairy, gluten, soy, shellfish, eggs, and sesame. We cannot guarantee a completely allergen-free environment.

Health & Nutrition Disclaimer

Macro calculations and nutritional information are provided as estimates and may vary slightly. Our meal plans are not a substitute for professional medical or nutritional advice. Clients with medical conditions should consult a healthcare provider before starting any meal plan. Conciergerie Lux makes no claims regarding the treatment, cure, or prevention of any medical condition.

Delivery & Storage

Meals are delivered on the scheduled day and must be refrigerated or frozen promptly upon receipt. Conciergerie Lux is not responsible for food spoilage resulting from improper storage after delivery. Delivery changes require at least 48 hours notice.

Our luxury transport service includes airport transfers, corporate travel, private chauffeur for events and occasions, and long-distance inter-city transport. Our fleet includes executive sedans (Mercedes S-Class, BMW 7 Series), luxury SUVs (Cadillac Escalade, Range Rover), and executive vans (Mercedes Sprinter).

Booking & Availability

• Transport bookings are subject to vehicle and chauffeur availability
• Airport transfers include complimentary flight tracking and up to 60 minutes of wait time after landing
• Additional wait time beyond the included period will be billed at the agreed hourly rate

Passenger Responsibilities

• Passengers must wear seatbelts at all times as required by law
• Smoking, vaping, and consumption of illegal substances in any vehicle is strictly prohibited
• The Client is responsible for any damage to the vehicle interior caused by the Client or their guests, including stains, burns, and breakage
• Child car seats must be arranged in advance; the Client is responsible for proper installation

Liability

All vehicles carry commercial insurance. Conciergerie Lux is not liable for delays caused by traffic, road conditions, weather, or other circumstances beyond our control. Liability for lost or damaged personal belongings left in vehicles is limited to reasonable efforts to locate and return items.

Our personal assistant service provides dedicated professionals to handle scheduling, errands, travel arrangements, research, personal shopping, event coordination, and administrative tasks. Available subscription tiers include Essential, Premium, and VIP.

Scope of Service

• Tasks must be lawful, ethical, and within the scope of personal or business assistance
• We reserve the right to decline any task that is illegal, unethical, hazardous, or outside our area of expertise
• Unused hours do not carry over beyond the limit specified in your subscription tier
• Tasks requiring specialized professional licenses (legal, medical, financial) will be coordinated with appropriate licensed professionals at the Client's expense

Confidentiality & Compliance

All personal assistants operate under comprehensive non-disclosure agreements (NDAs). Our VIP-tier assistants receive HIPAA and AML compliance training. All communication channels used for sensitive information are encrypted. See the Confidentiality section below for more details.

Purchases & Expenses

Any purchases made on behalf of the Client require prior authorization. The Client is responsible for reimbursing all pre-approved expenses in addition to the service fee. Receipts will be provided for all expenditures.

We offer professional in-home pet visits and boarding services including drop-in visits, overnight stays, daycare, standard boarding, and premium boarding. Services are available across our service zones with pricing that varies by zone.

Pet Health Requirements

• All dogs must be current on vaccinations (rabies, distemper, bordetella) and the Client must provide proof upon request
• The Client must disclose all known medical conditions, behavioral issues, medications, and special care requirements prior to the first visit
• Dogs must be free of contagious diseases, fleas, and ticks at the time of service

Emergency Veterinary Care

In the event of a medical emergency, Conciergerie Lux will make reasonable efforts to contact the Client and/or the designated emergency veterinarian. If the Client cannot be reached, we are authorized to seek emergency veterinary care at the Client's expense. The Client agrees to reimburse all reasonable emergency veterinary costs.

Liability

• Conciergerie Lux is not liable for illness, injury, or death resulting from pre-existing conditions, undisclosed medical issues, or behavioral problems
• The Client is liable for any damage or injury caused by their pet to our staff, other animals, or property
• All sitters are certified, insured, and background-checked with pet first aid and CPR certification

Meet-and-Greet

A complimentary meet-and-greet consultation is offered before the first service. We reserve the right to decline service if we determine that the pet's temperament or needs are outside the scope of what we can safely provide.

Our travel booking service provides bespoke flight arrangements, private jet charter, corporate travel management, VIP airport assistance (lounge access, fast-track security), hotel bookings, ground transport coordination, and curated local experiences.

Booking & Third Parties

Conciergerie Lux acts as an intermediary between the Client and airlines, hotels, and other third-party travel providers. All travel arrangements are subject to the terms, conditions, and policies of the respective third-party provider. Conciergerie Lux is not liable for service failures, cancellations, delays, or policy changes by third-party travel providers including airlines, hotels, car rental companies, and tour operators.

Changes & Cancellations

• Modification and cancellation policies are governed by the respective airline, hotel, or provider
• Conciergerie Lux will assist with changes whenever possible but cannot guarantee fee waivers or refunds from third parties
• Our concierge service fee is non-refundable once booking confirmation has been issued
• Private jet charter cancellations are subject to the charter operator's cancellation policy, which may include substantial penalties

Travel Documents & Insurance

The Client is solely responsible for ensuring valid passports, visas, travel authorizations, and any required health documentation (vaccination records, COVID tests where applicable). Conciergerie Lux strongly recommends purchasing comprehensive travel insurance. We are not liable for losses arising from inadequate travel documentation or lack of insurance coverage.

Event Planning

Our event planning service covers venue sourcing, catering coordination, decor and theme design, entertainment booking, and guest management. Available packages include Essential (up to 50 guests) and Full Service (unlimited guests, on-site coordination).

• Event planning deposits are non-refundable once venue or vendor commitments have been made on the Client's behalf
• The Client is responsible for any vendor contracts entered into at their direction, even if coordinated by Conciergerie Lux
• Final headcount changes must be communicated at least 72 hours before the event

Property Management

Property management services include routine maintenance scheduling, vendor and contractor coordination, seasonal property preparation, key-holding, and access management. Available packages include Standard Care and Complete Management.

• The Client must provide written authorization for any repairs or maintenance exceeding the pre-agreed spending threshold
• Emergency repairs necessary to prevent imminent property damage may be authorized without prior approval, with costs billed to the Client
• Conciergerie Lux acts as a coordinator and is not liable for workmanship of third-party contractors, though we only work with vetted and insured professionals

Travel Coordination

End-to-end travel planning including flight and hotel booking, curated local experiences, restaurant reservations, and detailed itinerary creation. Terms for third-party bookings are governed by the Travel Booking section above.

Errand Services

Grocery and specialty shopping, package and mail management, prescription and pharmacy runs, returns and exchanges. Available as on-demand or weekly retainer.

• The Client must provide accurate and complete information for all errands, including store locations, item descriptions, and budget limits
• Conciergerie Lux is not responsible for product defects, incorrect items selected by the Client, or store inventory issues
• Prescription pickups require valid identification and authorization from the Client

Conciergerie Lux serves the following areas. Availability of specific services may vary by location:

• Primary Areas — Greater Montreal, Laval, South Shore (Longueuil), West Island
• Extended Areas — Sorel-Tracy

Dog sitting and boarding services operate across defined zones with zone-based pricing. Travel surcharges may apply for extended service areas. Luxury transport and travel booking services may extend beyond listed areas by arrangement.

• All bookings are subject to availability of staff, vehicles, or resources
• We will confirm your appointment within 24 hours of receiving your booking request
• You are responsible for providing accurate and complete information about your property, dietary needs, pet health, travel documents, or other details relevant to the booked service
• Access to your property must be provided at the scheduled time for in-home services
• Subscription services (recurring cleaning, meal plans, personal assistant) renew automatically at the agreed interval unless cancelled in accordance with the cancellation policy
• Conciergerie Lux reserves the right to reschedule services due to inclement weather, staff illness, or other operational necessities, with reasonable advance notice provided to the Client

General Cancellations

We request at least 24 hours notice for cancellations or rescheduling of all services. Cancellations made with less than 24 hours notice may be subject to a cancellation fee of up to 50% of the service cost.

Service-Specific Cancellation Terms

• Meal Plans — Weekly meal plan orders must be cancelled or modified at least 48 hours before the scheduled preparation date. Orders already in preparation are non-refundable.
• Luxury Transport — Airport transfer cancellations require 12 hours notice. Event and long-distance bookings require 48 hours notice. No-shows are billed at the full booking amount.
• Personal Assistant — Subscription cancellations require 30 days written notice before the next billing cycle. Unused hours at the time of cancellation are non-refundable.
• Dog Sitting & Boarding — Cancellations require 48 hours notice. Holiday and peak-season bookings require 7 days notice. Early pickup from boarding is non-refundable for the unused portion.
• Travel Booking — Cancellation fees are governed by the third-party provider. Our concierge service fee is non-refundable once booking confirmation has been issued.
• Event Planning — Deposits are non-refundable once vendor commitments have been made. Cancellation of planning services after contract signing is subject to a fee covering work already performed.
• Property Management — Monthly management contracts require 30 days written notice for cancellation.

Refunds

Where a refund is warranted, it will be processed within 10 business days to the original payment method. Partial refunds may be issued at Conciergerie Lux's discretion based on the circumstances.

• Payment for one-time services is due upon completion of service unless otherwise agreed
• Subscription services (recurring cleaning, meal plans, personal assistant) are billed in advance at the start of each billing cycle
• We accept major credit cards, debit cards, and electronic transfers (Interac e-Transfer)
• Recurring service clients may set up automatic billing
• Late payments are subject to a charge of 1.5% per month on the outstanding balance
• All prices are in Canadian dollars (CAD) and are exclusive of applicable taxes unless otherwise stated
• Prices are subject to change with 30 days written notice; active subscriptions will honour existing pricing until the end of the current billing cycle
• Expenses incurred on the Client's behalf (purchases, vendor payments, veterinary costs, etc.) are billed separately and are due upon receipt of invoice

Your satisfaction is our priority. If you are not completely satisfied with our service, please contact us within 24 hours of service completion and we will return to address your concerns at no additional charge.

The satisfaction guarantee applies to cleaning services and in-home services. For meal plans, transport, travel, and other services, concerns must be reported within 24 hours and will be addressed on a case-by-case basis. The guarantee does not cover dissatisfaction arising from the Client's own instructions, third-party provider issues, or circumstances beyond our control.

• If you provide us with keys, access codes, alarm codes, or smart lock credentials, we will keep them secure and use them only for providing our services
• Keys and access credentials are stored in a secure, access-controlled system and are never shared with unauthorized parties
• All staff undergo thorough background checks prior to employment
• We are fully insured and bonded for all services performed on your property
• For property management clients, key-holding and access management are governed by the specific terms of your property management agreement
• The Client must promptly notify us of any changes to access codes, alarm systems, or entry procedures

Conciergerie Lux is committed to maintaining the confidentiality of all Client information. The following protections apply across all services:

• All staff and personal assistants operate under comprehensive non-disclosure agreements (NDAs)
• Client personal, financial, and property information is treated as strictly confidential
• VIP personal assistant tier includes HIPAA and AML compliance-trained assistants
• All digital communications involving sensitive information use encrypted channels
• We will never disclose Client information to third parties except as required to deliver the service, with your consent, or as required by law

General Liability

Conciergerie Lux carries comprehensive commercial general liability insurance and workers' compensation coverage. Our aggregate liability for any claim arising from our services is limited to the total fees paid by the Client for the specific service giving rise to the claim.

Service-Specific Limitations

• Cleaning — We are not liable for damage to items that are improperly secured, fragile items not disclosed prior to service, or pre-existing conditions. Clients should secure or remove irreplaceable items before cleaning.
• Meal Plans — We are not liable for allergic reactions resulting from undisclosed allergies, improper storage after delivery, or health outcomes. Nutritional information is provided as estimates.
• Transport — We are not liable for delays caused by traffic, weather, road conditions, or other factors beyond our control. Liability for personal belongings left in vehicles is limited to reasonable recovery efforts.
• Personal Assistant — We are not liable for outcomes of actions taken at the Client's explicit direction, recommendations from third-party professionals coordinated at the Client's request, or market/investment losses.
• Dog Sitting — We are not liable for pet illness, injury, or death resulting from pre-existing conditions, undisclosed health issues, or escape attempts. The Client is liable for damage caused by their pet.
• Travel — We act as an intermediary. Liability for flights, hotels, and third-party services rests with the respective provider. We are not responsible for visa denials, customs issues, or travel disruptions.
• Events & Property Management — We coordinate with third-party vendors and contractors but are not liable for their workmanship, product quality, or service failures.

Exclusions

In no event shall Conciergerie Lux be liable for indirect, incidental, consequential, special, or punitive damages, including but not limited to loss of profits, loss of data, or business interruption, regardless of the theory of liability.

By using our services, you agree to the following responsibilities:

General

• Provide accurate and complete information relevant to the booked service
• Maintain a safe working environment for our staff at all times
• Ensure adequate parking is available for in-home services
• Provide timely access to your property at the scheduled service time
• Notify us promptly of any changes to your requirements, access arrangements, or contact details

Cleaning & In-Home Services

• Secure or disclose fragile, valuable, and irreplaceable items before service
• Inform us of any hazardous materials, chemicals, or conditions on the premises
• Secure pets during cleaning appointments unless dog sitting has been arranged

Meal Plans

• Disclose all food allergies, intolerances, and dietary restrictions before ordering and promptly if they change
• Refrigerate or freeze meals promptly upon delivery

Dog Sitting & Boarding

• Provide up-to-date vaccination records
• Disclose all medical conditions, behavioral issues, and medications
• Provide sufficient food, medication, and supplies for the duration of service
• Provide emergency veterinarian contact information
• Authorize emergency veterinary treatment in case the Client cannot be reached

Transport & Travel

• Be ready at the scheduled pickup time; excessive wait time may be billed
• Ensure all travel documents (passports, visas, health certificates) are valid and current
• Purchase recommended travel insurance for all bookings

Conciergerie Lux shall not be liable for any failure or delay in performing our obligations where such failure or delay results from circumstances beyond our reasonable control, including but not limited to:

• Natural disasters, severe weather events, or acts of God
• Pandemics, epidemics, or public health emergencies
• Government actions, travel bans, or regulatory changes
• Wars, civil unrest, terrorism, or acts of sabotage
• Strikes, labour disputes, or supply chain disruptions
• Power outages, internet failures, or telecommunications breakdowns

In such events, we will make reasonable efforts to resume service as soon as practicable and will communicate any anticipated delays to affected Clients. Affected services may be rescheduled without penalty.

Any disputes arising from or relating to these Terms or our services shall be resolved as follows:

• Informal Resolution — We encourage Clients to contact us directly to resolve any concerns. Most issues can be resolved through open communication.
• Mediation — If informal resolution is unsuccessful, either party may request mediation through a mutually agreed-upon mediator in the Province of Quebec.
• Governing Law — These Terms are governed by and construed in accordance with the laws of the Province of Quebec and the federal laws of Canada applicable therein.
• Jurisdiction — Any legal proceedings shall be brought exclusively before the courts of the judicial district of Montreal, Quebec.

We reserve the right to modify these Terms at any time. Changes will be effective upon posting to our website. For material changes, we will provide at least 30 days notice via email or a prominent notice on our website. Continued use of our services after changes take effect constitutes acceptance of the modified Terms. If you do not agree to the updated Terms, you must discontinue use of our services.

For questions about these Terms of Service, please contact us at:

Email: info@conciergerielux.com
Phone: +1 (514) 555-0100
Address: Montreal, Quebec, Canada