Concerq (“Concerq”, “we”, “our”, or “us”) is a luxury concierge agency serving high-net-worth and ultra-high-net-worth clients globally. Discretion and the protection of personal information sit at the heart of our business and are not negotiable obligations, they are central to how we operate.
This Privacy Policy explains how we collect, use, share, and safeguard personal information when you interact with us through our website, our enquiry channels, our booking forms, our payment processes, or in the course of receiving our services. By engaging Concerq, you confirm that you have read and understood this Policy.
Concerq is registered in the State of Wyoming, United States, with a correspondence address at 1007 N Orange St., 4th Floor, Suite 5254, Wilmington, Delaware 19801. We operate internationally and apply the standards set out in this Policy on a global basis. Where the law of your country of residence (including the EU/UK General Data Protection Regulation, the California Consumer Privacy Act, or other comparable frameworks) provides additional rights, those rights are also available to you.
1. The Information We Collect
To deliver bespoke concierge and travel services, we collect information that is necessary, relevant, and proportionate to the request. We collect information directly from you, from people authorised to act on your behalf, from third parties making bookings or payments for your benefit, and from technology you use to interact with us.
1.1 Identity and Contact Information
- Full legal name, preferred name, and title.
- Date of birth and nationality.
- Passport, national ID, and visa details.
- Email address, telephone number, and messaging app handles.
- Postal and billing address.
1.2 Travel and Lifestyle Preferences
- Preferred destinations, airlines, cabin classes, hotels, and seat preferences.
- Dietary requirements, accessibility needs, and personal preferences relevant to a request.
- Notes maintained internally so that future service is more personalised and efficient.
1.3 Payment Information
- Billing details and payment instructions.
- Bank account details for transfer-based payments.
- Card details, where provided (processed via secure third-party payment providers).
- Cryptocurrency wallet addresses and on-chain transaction details for crypto payments. See Section 8 for further detail on how cryptocurrency information is handled.
- Records of invoices issued and payments received.
1.4 Loyalty Account Information
- Frequent flyer, hotel rewards, and other loyalty program memberships and account numbers.
- Loyalty account credentials, where the Client provides them in connection with a Request that requires such access.
- Points and miles balances and redemption history relevant to bookings we arrange.
1.5 Information About Third Parties
Where you make a booking or payment for the benefit of, or on behalf of, another person (for example, a spouse, family member, employee, guest, or business associate), we will receive personal information about that person. By providing such information to us, you confirm that you are authorised to do so and that you have made that person aware of how their information will be used by Concerq, including by reference to this Policy.
1.6 Communications
- The content of enquiries, requests, and instructions you send to us.
- Records of correspondence by email, messaging applications, voice, or in person.
- Notes maintained internally to deliver consistent service over time.
1.7 Technical Information
- IP address, device identifiers, browser type, and operating system.
- Pages visited, time spent, and interaction patterns on our website.
- Cookies and similar technologies (see Section 12 for further detail).
2. How We Use Your Information
We use your personal information to:
- Respond to enquiries and confirm whether we can accept a Request.
- Arrange, coordinate, and manage bookings, itineraries, and lifestyle requests.
- Liaise with airlines, hotels, charter operators, venues, and other Suppliers on your behalf.
- Process payments, invoices, and refunds in your chosen currency, including in cryptocurrency.
- Maintain a record of your preferences so that future service is more personalised and efficient.
- Communicate with you about your active Requests, confirmations, and any changes.
- Send you occasional updates, exclusive offers, or news about Concerq, where you have consented to receive these.
- Improve our website, services, and internal operations.
- Comply with legal, regulatory, accounting, tax, sanctions, anti-money-laundering, and other applicable obligations.
- Detect, prevent, and respond to fraud, financial crime, and misuse of our services.
3. Legal Bases for Processing
Where applicable data protection law requires us to identify a legal basis for processing personal information, we rely on one or more of the following:
- Performance of a contract with you, including the provision of concierge services you have requested.
- Compliance with a legal or regulatory obligation.
- Our legitimate interests in operating, securing, and improving our business, balanced against your rights and freedoms.
- Your consent, where consent is required (for example, for certain marketing communications or use of non-essential cookies). Consent may be withdrawn at any time without affecting the lawfulness of processing carried out before withdrawal.
4. How We Share Your Information
We share personal information only where necessary to deliver our services or to meet legal obligations. Recipients may include:
- Travel and lifestyle Suppliers, including airlines, hotels, villa operators, charter companies, restaurants, and event organisers, where information is required to fulfil a Request.
- Payment processors, banks, cryptocurrency payment service providers, and on-chain settlement networks.
- Professional advisors, including accountants, auditors, and legal counsel.
- Technology providers who host or support our systems (such as cloud, communications, and CRM platforms), under appropriate confidentiality and data protection arrangements.
- Regulators, law enforcement, courts, or other authorities, where required by law or where reasonably necessary to protect our rights or those of others.
5. What We Do Not Do
Concerq does not sell, rent, or trade your personal information. We do not share personal information with third parties for their own independent marketing purposes. We do not disclose Client information to other Clients, to public databases, or to media outlets.
We understand that our Clients value discretion at a level beyond ordinary expectation. Internally, access to Client information is limited to those members of our team who need it to deliver a specific Request, and all team members are bound by strict confidentiality obligations.
6. International Transfers
Because we serve Clients globally and work with Suppliers in many countries, your personal information may be transferred to, processed in, and stored in jurisdictions outside your country of residence, including the United States. Different jurisdictions may have different standards of data protection, and the protections that apply in your country of residence may not apply in the country to which your information is transferred.
Where required by applicable law, we put in place appropriate safeguards (such as standard contractual clauses, equivalent contractual measures, or Supplier and processor commitments) to protect your information when it is transferred internationally.
7. Heightened Confidentiality for Clients
Our Clients value privacy at a level beyond that of an ordinary consumer relationship. We treat all Client information, Requests, and communications as strictly confidential. Concerq does not publicise, discuss, or otherwise reference any Client, booking, or itinerary outside the team members directly involved in fulfilment, except where required by law or with the Client’s explicit consent.
Where a Client wishes to be referred to internally or externally by a pseudonym, alias, or initials only, Concerq will accommodate this where operationally possible.
8. Cryptocurrency Payments and On-Chain Data
Where a Client pays Concerq using cryptocurrency, certain information is collected and processed in addition to the categories listed in Section 1.3:
- The wallet address from which the payment originates and, where relevant, the wallet address to which any refund would be sent.
- The transaction hash, blockchain network, amount, and timestamp of the payment.
- Information used to verify the source of funds where required for sanctions, anti-money-laundering, or other compliance purposes.
Wallet addresses and transactions recorded on a public blockchain are inherently public and are not within Concerq’s control. Once a transaction is recorded on-chain, it cannot be altered, deleted, or removed by Concerq, by you, or by any third party. By choosing to pay in cryptocurrency, you acknowledge that the on-chain record of that payment is permanent and publicly accessible.
Concerq treats wallet addresses and related crypto transaction information as personal data and applies the same security and confidentiality standards as we apply to other categories of personal information.
9. Data Retention
We retain personal information only for as long as necessary to fulfil the purposes for which it was collected, including to provide ongoing services, comply with legal obligations, resolve disputes, and enforce our agreements. As a guide:
- Booking records, invoices, and related transactional information are typically retained for at least seven (7) years to comply with US tax, accounting, and anti-money-laundering record-keeping obligations.
- Client preference notes and profile information are retained for as long as the Client relationship is active and for a reasonable period thereafter.
- Marketing contact details are retained until you opt out, after which the underlying contact information may be retained on a suppression list to ensure we do not contact you again.
- Communications, including email, messaging, and call records, are retained for the period necessary to deliver the relevant Request and to support compliance, dispute resolution, and reasonable internal review.
When information is no longer required, we will securely delete or anonymise it.
10. Data Security
We apply appropriate technical and organisational measures to protect personal information against unauthorised access, alteration, disclosure, loss, or destruction. These measures include access controls, encryption in transit, secure storage, vendor due diligence, and binding confidentiality obligations on our team.
No system can be guaranteed to be completely secure. While we take security seriously, you acknowledge that any transmission of information over the internet or via any electronic system is at your own risk and that we cannot guarantee the absolute security of information transmitted to us.
11. Your Rights
Depending on your country of residence, you have certain rights in relation to your personal information. Concerq applies the following rights to all Clients globally, regardless of location, except where doing so would conflict with applicable law:
- The right to access the personal information we hold about you.
- The right to request correction of inaccurate or incomplete information.
- The right to request deletion of your personal information in certain circumstances.
- The right to object to or restrict certain processing activities.
- The right to data portability, where applicable.
- The right to withdraw consent where processing is based on consent, without affecting the lawfulness of prior processing.
- The right to opt out of marketing communications at any time.
- Where you reside in a jurisdiction with a data protection authority, the right to lodge a complaint with that authority.
To exercise any of these rights, please contact us at hello@concerq.com. We may need to verify your identity before responding to your request and, in some cases, we may need to retain certain information to comply with legal obligations even where you have requested deletion.
12. Cookies and Tracking
Our website uses cookies and similar technologies to operate effectively, to remember your preferences, to understand how the site is used, and to support our marketing activities. Cookies are small text files placed on your device when you visit a website.
You can manage cookie preferences through your browser settings or, where available, through the cookie banner displayed on our website. Disabling certain cookies may affect the functionality of the site. For more information about how to control cookies, please consult the help section of your browser.
13. Children
Concerq’s services are not directed at children. We do not knowingly collect personal information directly from individuals under the age of 18. Where personal information about a minor is provided to us by a parent or guardian as part of a family travel booking, we will process that information solely for the purpose of fulfilling the booking and in accordance with this Policy.
14. External Links
Our website and communications may contain links to third-party websites, including those of Suppliers and partners. Concerq is not responsible for the privacy practices or content of those websites. We encourage you to review their privacy policies before providing any personal information.
15. Changes to This Policy
We may update this Privacy Policy from time to time to reflect changes in our practices, technology, or applicable law. The updated version will be posted on our website with a revised “Last updated” date. Where changes are material, we will take reasonable steps to bring them to your attention. We encourage you to review this Policy periodically.
16. Contact Us
If you have any questions about this Privacy Policy, wish to exercise any of your rights, or wish to raise a privacy concern, please contact us:
Email: hello@concerq.com
Address: Concerq, 1007 N Orange St., 4th Floor, Suite 5254, Wilmington, Delaware 19801, United States.