Terms of Service

Please read our terms of service carefully before using our luxury concierge services.

Last updated: 12 October 2026

Welcome to Concerq. These Terms of Service (the “Terms”) govern your access to and use of our luxury concierge and travel services, our website, and any communications, platforms, or channels through which we deliver our services. By engaging Concerq, submitting an enquiry, instructing us to act on your behalf, or making payment for any service, you confirm that you have read, understood, and agreed to be bound by these Terms.

Concerq LLC (“Concerq”, “we”, “our”, or “us”) is a limited liability company formed in the State of Wyoming, United States, and operates internationally under the Concerq brand as a luxury concierge agency serving high-net-worth and ultra-high-net-worth clients. Our mailing address is 1007 N Orange St, 4th Floor, Suite #5254, Wilmington, Delaware 19801, United States. Our registered agent in Wyoming, for service of legal process, is FBRA LLC, 1023 E Lincolnway, Cheyenne, WY 82001, United States.

1. Definitions

In these Terms, the following definitions apply:

“Client”, “you”, or “your” means the individual or entity engaging Concerq for services, including any person making payment on behalf of a traveller.
“Concerq”, “we”, “our”, or “us” means Concerq LLC, a Wyoming limited liability company, operating under the Concerq brand.
“Request” means any enquiry, instruction, or task submitted to Concerq by a Client.
“Supplier” means any third-party provider of travel, accommodation, transport, hospitality, lifestyle, or other services arranged through Concerq, including airlines, hotels, villa operators, jet and yacht operators, restaurants, venues, and event organisers.
“Services” means the concierge, advisory, and booking services provided by Concerq under these Terms.

2. Conditions of Use

To engage Concerq and use our Services, you confirm that:

You are at least 18 years of age and have the legal capacity to enter into a binding agreement.
You will use Concerq only in compliance with these Terms and applicable law.
All information you provide to Concerq is true, accurate, current, and complete.
Where you submit a Request on behalf of, or for the benefit of, another person (including travel companions, family members, employees, or guests), you have the authority of that person to do so and to share their personal information with Concerq for that purpose.
You are responsible for paying any amounts due, for making any request to cancel, change, or adjust a booking (including flights, accommodation, charters, and any other Service) in accordance with Section 12.2, and for all other matters relating to a Request. Concerq will not cancel, change, or adjust a booking unless you request it, except where a Supplier makes a change, which is dealt with under Section 12.5.

3. Scope of Services

Concerq provides bespoke concierge and lifestyle Services tailored to the requirements of each Client. Our Services include, but are not limited to:

Booking commercial, business class, first class, and VIP flights, including bookings made using cash, airline miles, credit card points, and hotel rewards programs.
Reserving hotels, private villas, resorts, and other premium accommodations.
Arranging private jet and yacht charters.
Securing reservations for events, dining, sporting fixtures, and exclusive luxury experiences.
Designing and coordinating fully bespoke travel itineraries.
General lifestyle concierge Services, including non-travel Requests, where accepted by us.

Concerq operates as an intermediary and facilitator between Clients and Suppliers. We do not own, operate, or directly supply the underlying flights, accommodation, vehicles, vessels, venues, or experiences. All service delivery is the responsibility of the relevant Supplier.

4. Acceptance of Requests

Each Request is reviewed individually. Concerq reserves the right, in its sole discretion, to accept, decline, or discontinue any Request without providing reasons. Some Requests may not be fulfillable due to availability, Supplier policies, market conditions, sanctions or compliance considerations, or other factors outside our control.

Where a Request reaches a dead end before you have paid, we will notify you, and nothing is charged. Payment, including any arrangement fee, is taken when you instruct Concerq to proceed with a booking, which may be before the Supplier has confirmed it. If the booking or reservation cannot then be secured, for example because availability or price has changed, you will receive a full refund of the amounts paid for that Request, as set out in Section 7.

5. Reward Points, Miles, and Loyalty Bookings

Where a Client requests a booking using airline miles, credit card points, hotel rewards, or other loyalty currencies, Concerq acts strictly as a facilitator. By engaging us for such bookings, you acknowledge and accept the following:

Loyalty programs are operated by airlines, hotels, and program issuers under their own terms, which they may change, interpret, and enforce at their sole discretion and at any time.
Loyalty programs frequently contain restrictions on matters such as the transfer of points, the booking of awards for third parties, or the involvement of intermediaries. Concerq does not warrant that any particular redemption will be treated by the program operator as fully compliant with its published rules.
Suppliers and program operators may, on review and at their sole discretion, cancel bookings, void tickets, deny boarding, or take other enforcement action, including after a ticket has been issued.
Once a booking is ticketed or confirmed, the Supplier is responsible for operating the service. Any request to cancel, change, or adjust the booking must still be made through Concerq (Section 13).
If a Supplier or program operator questions a points or rewards booking, asks you to pay a fare, or refuses boarding, contact Concerq immediately. Where possible, speak to us before paying any fare or charge, as we may be able to resolve it with the Supplier. If you cannot reach us, keep a written record of what the Supplier told you and receipts for anything you pay. Any reimbursement is dealt with under Section 12.6.

Where Concerq, in good faith, is unable to deliver a points or rewards booking due to Supplier or program enforcement action, Concerq’s refund position is set out in Section 12.6. By instructing Concerq to make a reward-based booking, you confirm that you understand and accept these risks and are willing to proceed on this basis.

6. Loyalty Accounts

Points and miles bookings may be made using (a) a loyalty account held or managed by Concerq, (b) a loyalty account Concerq opens in the traveller’s name for the purpose of the booking, or (c) in limited cases, the Client’s own existing loyalty account.

Where Concerq opens an account in a traveller’s name, the Client consents, and confirms that each traveller consents, to Concerq opening and managing that account for the purpose of the booking. Program operators may suspend or close such an account, and may refuse future membership to the account holder. Any points, miles, or credits returned to an account held, opened, or managed by Concerq are dealt with under Section 12.

Where the Client’s own account is used, the Client confirms they are the rightful holder of that account and are entitled to use the points, miles, or rewards involved. The Client authorises Concerq to access the account solely to fulfil the Request, and Concerq will treat any account information with strict confidentiality. Points or miles returned to the Client’s own account after a cancellation remain there under the program’s rules, and are not converted into Concerq Credit or cash. Concerq is not responsible for any action a program operator takes on the Client’s own account in connection with a booking the Client instructed.

Where a program operator cancels a booking, or suspends or closes an account, because it considers a booking made by Concerq breaches its rules, Concerq’s responsibility is set out in Section 12.6.

7. Order Confirmations and Ticketed Bookings

When a Request is accepted, you may receive an order confirmation or quote from Concerq summarising the proposed Services, costs, and Supplier details. An order confirmation is an acknowledgement of your Request and is not, by itself, a confirmed booking, ticket, or guarantee of travel.

A booking is considered confirmed only when:

Concerq has received cleared payment in accordance with Section 9, and
The Supplier has issued a ticket, reservation reference, or equivalent confirmation that has been forwarded to you.

Quotes provided by Concerq are typically valid for approximately three (3) hours from issue, although this period may be shorter or longer depending on the Service and the relevant Supplier. Availability and pricing in the markets in which Concerq operates can change in minutes, and Concerq cannot guarantee that a quoted price or availability will remain open beyond the validity period stated. If full payment and confirmation are not completed within that period, Concerq reserves the right to release the proposed booking and re-quote based on then-current availability and pricing.

Following receipt of payment, Concerq will work to secure the booking with the Supplier in a timely manner. When you pay, Concerq will tell you how long this is expected to take. Flights are typically ticketed within hours, while some reservations can take several days. Once payment is made, Concerq begins securing the booking immediately. If you ask to cancel before the booking is confirmed, Concerq will refund the amounts paid only to the extent nothing has yet been committed to the Supplier.

In some cases, the originally quoted availability or pricing may no longer be obtainable after payment has been received. Where this occurs, Concerq will notify the Client and use reasonable efforts to offer suitable alternatives (including alternative dates, times, routings, cabins, or Suppliers). If an alternative costs more than the original quote, Concerq will tell the Client the difference before booking it, and the Client is not obliged to accept. If the Client does not accept any offered alternative, or if the booking has not been secured within the timeframe Concerq gave when payment was taken (or, if none was given, within 72 hours), the Client is entitled to a full refund of the amounts paid to Concerq in respect of that Request, paid in accordance with Section 12.8.

8. Separate Ticket and Multi-Segment Bookings

Some itineraries, particularly those involving points or miles redemptions across multiple loyalty programs, may be issued as two or more separate tickets or reservations, each governed by the individual Supplier’s own rules. These tickets may be issued independently even if they appear as part of a single itinerary. Concerq will state in the quote where an itinerary is issued as separate tickets.

As a result, changes, cancellations, delays, or disruptions affecting one ticket (for example, an outbound flight) do not automatically entitle you to changes or refunds for another ticket (for example, a return flight), unless explicitly permitted by the relevant Supplier(s). Where an itinerary is separately ticketed, you are responsible for allowing enough time between flights, including any time needed to collect baggage and check in again. If a delay or cancellation on one ticket causes you to miss a flight on another, the second Supplier’s rules apply, and Concerq is not responsible for the cost of the missed flight or any replacement. For international travel, you may be required to present proof of onward or return travel at check-in or immigration.

9. Pricing, Payments, and Currencies

Concerq’s pricing model varies by Service category:

For Services such as Discounted Flights, Hotels & Accommodations, Private Jets, Yacht Charters, and Helicopter Tours & Transfers, Concerq quotes a single all-in price to the Client. Concerq’s margin is included within that price and is not separately itemised.
For Services such as Supercar Rentals, Chauffeur & Drivers, Jetskis & Water Sports, Buggies & Off-Road Adventures, and similar Supplier-facilitated bookings, Concerq passes through the Supplier’s rate to the Client and receives a commission directly from the Supplier. The Client does not pay a separate fee to Concerq for these bookings.
For dining reservations and certain experiential bookings, an arrangement fee may apply, calculated on a case-by-case basis depending on the venue, party size, location, date, and the share allocated to Concerq’s Suppliers and partners. Where any such fee applies, it will be confirmed at the time of quoting and is payable when you instruct Concerq to proceed with the reservation.

All prices are quoted on a per-Request basis and are confirmed in writing before the booking is processed. Where a Request does not proceed to booking, Section 4 applies. Where payment has been received and the booking cannot be secured, Section 7 applies.

Concerq accepts payment by bank transfer, by card or other methods through third-party payment providers such as Stripe (via a secure payment link), and in selected cryptocurrencies including (without limitation) USDT, USDC, BTC, ETH, and XRP. Concerq accepts a wide range of currencies, including (without limitation) USD, GBP, AED, AUD, and EUR. The accepted payment method, applicable exchange rate, and any associated transaction costs will be confirmed at the time of invoicing.

All bookings require full payment, or a deposit, in advance, as specified at the time of confirmation. Where a deposit is taken, the balance due date will be stated on the invoice. If the balance is not received by that date, Concerq may cancel the booking, and the cancellation is treated as a cancellation by you under Section 12.4.
Some payment methods, including card payments through third-party payment providers and cryptocurrency payments, carry a processing fee. Any such fee will be shown on your invoice or payment link before you pay. Where a payment method without a fee is available, you may choose it instead.
Prices, availability, and Supplier conditions may change until a booking is confirmed under Section 7.
Cryptocurrency payments are processed at the agreed exchange rate at the time of payment. Once received and confirmed on-chain, cryptocurrency payments are non-reversible.
Payments made by card or through third-party payment providers are also subject to that provider’s terms.
Concerq accepts no responsibility for delays, additional costs, or failures caused by incorrect payment details, declined payments, blockchain congestion, or third-party payment processor issues.

By making payment to Concerq, you authorise us to act on your behalf in arranging the requested Services with the relevant Suppliers.

Secure checkout and payment details. Concerq’s secure online checkout is provided at bookconcerq.com, where you may be asked to provide passenger details, copies of travel documents, and payment. Payment details are only valid when shown on concerq.com or bookconcerq.com, or confirmed directly by your Concerq travel assistant. Concerq will never send changed payment details by email or message. If you receive a request to pay into different details, do not pay, and contact your travel assistant on WhatsApp immediately.

10. Payment by Third Parties

Where payment for a Request is made by a person other than the named traveller (for example, a spouse, family member, employer, assistant, or agent), the person making the payment confirms that:

They are authorised to make the payment using the payment method provided.
They are authorised to instruct Concerq to deliver the Services for the benefit of the named traveller(s).
They will indemnify and hold Concerq harmless against any claim, dispute, or chargeback brought by the cardholder, account holder, traveller, or any third party in respect of that payment.

Concerq may, at its discretion, request additional verification before accepting or fulfilling any Request involving third-party payment. Any refund is paid to the person who made the payment, using the original payment method where possible, unless that person agrees otherwise in writing.

11. Pricing Errors

Obvious errors, typographical mistakes, or prices displayed as a result of system or Supplier error are not binding on Concerq. Where a Request has been accepted at a materially incorrect price, Concerq will notify the Client promptly, offer the Request at the corrected price, and refund any amounts already paid if the corrected price is not accepted. Where the error is discovered after the booking has been confirmed, Concerq will offer the Client the choice of paying the difference or cancelling the booking with a full refund. If the Supplier does not allow the booking to be cancelled, the booking stands at the price paid. Refunds under this Section are paid in accordance with Section 12.8.

12. Cancellations, Changes, Credits, and Refunds

Presume every booking is final. Once a booking is confirmed under Section 7, you should presume it cannot be cancelled, changed, or adjusted. Whether a change or cancellation is possible depends on the Supplier and the ticket or Service type, and Concerq cannot guarantee that any change or cancellation will be possible.

Flights. Flights booked through Concerq, including discounted flights, are not refundable for money. Where a change or cancellation is possible, it comes with fees, which can be substantial (for example, up to 25% of the booking value), or with the loss of some or all of the value paid. Any remaining value is held as credit, as set out in Sections 12.5 and 12.7.

Other Services. Some other Services, such as private jet and yacht charters, may be fully or partially refundable under the Supplier’s cancellation terms. Where a Supplier refunds money to Concerq, Concerq passes it on to you, less Concerq’s service fee, in accordance with Section 12.8. The treatment of each Service is set out in Section 12.1.

Fees. Every change or cancellation Concerq handles carries a Concerq service fee, in addition to any Supplier fees. Concerq will confirm the fee before making the change or cancellation. Fees are paid upfront, or deducted from any credit available for that booking.

Refunds. Concerq does not refund money paid, except in the cases listed below.

Concerq will refund money where:

Concerq could not secure your booking after you paid (Sections 4 and 7);
Concerq made a pricing error and you do not accept the corrected price (Section 11);
Concerq made an error in your booking and cannot book or correct the right ticket or Service;
a Supplier refunds money for a Category B Service, such as a private jet or yacht charter, in which case Concerq passes it on, less its service fee (Section 12.1);
a Supplier does not honour a booking Concerq has confirmed, for reasons other than operational disruption or force majeure (Section 12.6); or
Concerq terminates a Request under Section 24 for reasons other than your breach.

Concerq will not refund money where:

you change your mind or decide not to travel;
you ask to cancel, change, or adjust a booking (any remaining value may be held as credit, less fees);
a Supplier cancels, delays, or changes a service because of operational disruption or force majeure (Sections 12.5 and 17); any value is normally held as credit with that Supplier;
you miss a flight or service, arrive late, or do not show up (Section 16);
you are refused travel or entry because of your passport, visa, health documents, or conduct (Section 15);
you are unable to travel because of illness or other personal circumstances. Concerq may attempt to adjust the booking, with any remaining value held as credit, less fees; or
you, or anyone other than Concerq, change, adjust, or cancel the booking directly with the Supplier. In that case, Concerq’s guarantees and responsibilities for that booking also no longer apply (Section 13).

If flexibility matters to you, raise it with Concerq in writing before you pay.

Nothing in this Section 12 removes any right you have under consumer protection law that cannot lawfully be excluded by contract.

12.1 Service Categories

Each Service falls into one of two categories. The category decides how cancellations, changes, and refunds work for that Service, unless something different was agreed with Concerq in writing before payment.

Category A — Non-Refundable. No money is refunded, except in the cases listed under “Refunds” in Section 12. Changes or cancellations may be possible, depending on the Supplier and the ticket or Service type, but they come with Supplier fees, a Concerq service fee, and possibly the loss of some or all of the value paid. Any remaining value is held as credit under Section 12.7.

Category B — Subject to Supplier Terms. These Services may be fully or partially refundable, or changeable, within the Supplier’s notice periods and cancellation terms. A refund is not guaranteed. Whether any refund is available, and how much, depends entirely on the Supplier’s terms and when you cancel. The Supplier, not Concerq, decides what is possible. Where the Supplier refunds money, Concerq passes it on, less Concerq’s service fee, under Section 12.8.

Service	Category
Flights (including discounted flights)	A — Non-Refundable (credit only)
Exclusive Tickets & VIP Event Access	A — Non-Refundable
Visa & Immigration Services	A — Non-Refundable
Dining Reservations	A — Non-Refundable (arrangement fee forfeited on cancellation)
Hotels & Accommodations	B — Subject to Supplier Terms
Private Jets	B — Subject to Supplier Terms
Yacht Charters	B — Subject to Supplier Terms
Helicopter Tours & Transfers	B — Subject to Supplier Terms
Supercar Rentals	B — Subject to Supplier Terms
Chauffeur & Drivers	B — Subject to Supplier Terms
Private Security Services	B — Subject to Supplier Terms
Jetski & Water Sports	B — Subject to Supplier Terms
Buggies & Off-Road Adventures	B — Subject to Supplier Terms
Private Zoo Experiences	B — Subject to Supplier Terms

This list is illustrative and not exhaustive. Where a Service is not listed, Concerq will confirm its category at the time of quoting. Concerq may update this list from time to time, but no update will change the treatment of bookings already confirmed under a previous version of these Terms.

12.2 How to Request a Cancellation, Change, or Adjustment

Requests must be made in writing, by email to hello@concerq.com or by WhatsApp to the number used for your booking, by the Client or a person the Client has authorised in writing.
A request is received only when Concerq acknowledges it in writing.
Supplier deadlines are strict, so send requests as early as possible. The later a request is made, the less likely it is that a change or cancellation can be made.
Concerq will confirm the applicable Supplier fees and Concerq service fee before acting. The change or cancellation goes ahead only once you accept those fees and they are paid, or deducted from available credit.
Concerq is not responsible where a Supplier deadline passes before your request is received, or before the Supplier can process it.
Your original booking stands, and you remain responsible for it, until Concerq confirms in writing that the change or cancellation is complete.
Do not contact the Supplier directly to change, adjust, or cancel a Concerq booking (see Section 13).

12.3 Changes and Adjustments You Request

Changes and adjustments are not guaranteed. Concerq will use reasonable efforts to make a requested change, but whether it is possible depends on the Supplier, the ticket or Service type, and availability. This applies to both Category A and Category B Services.
Where a change is made, you pay: (a) any Supplier change fee; (b) any difference in fare or price; and (c) Concerq’s service fee. All are confirmed before the change is made, as set out in Section 12.2.
If the changed booking costs less than the original, the difference is not refunded as money. For Category A Services, the difference is held as credit under Section 12.7. For Category B Services, any amount the Supplier returns is passed on, less Concerq’s service fee.
Flights and most tickets cannot be transferred to another person. Any name change beyond correcting a minor spelling error is treated as a cancellation of the original booking and a new booking. Where the error was Concerq’s, Concerq will correct it at its own cost, or refund you if it cannot (Section 12).

12.4 Cancellations You Request

Cancellations are not guaranteed. Whether a booking can be cancelled, and what value (if any) can be recovered, depends on the Supplier and the ticket or Service type.
Every cancellation Concerq handles carries Concerq’s service fee, in addition to any Supplier fees or penalties. These are confirmed before the cancellation is made, as set out in Section 12.2.
Category A Services: no money is refunded. Any value remaining after Supplier fees, penalties, and Concerq’s service fee is held as credit under Section 12.7. In some cases, the full amount paid is forfeited. For dining reservations, the arrangement fee is forfeited.
Category B Services: the Supplier’s cancellation terms apply. Where the Supplier refunds money, Concerq passes it on, less Concerq’s service fee (Section 12.8). Where the Supplier issues credit instead of money, it is held as credit under Section 12.7.
If you cancel after paying but before the booking is confirmed, Section 7 applies. If a deposit balance is not paid by its due date, the booking may be cancelled and treated as a cancellation by you under this Section (Section 9).

12.5 Supplier Cancellations, Delays, and Schedule Changes

Where a Supplier cancels, delays, or changes a service because of operational disruption or force majeure, Concerq does not refund money and is not responsible for the disruption (Section 17).
Flights: any value is normally held as credit with that airline. It can only be used with that airline and cannot be transferred to another airline. On points bookings, the airline may return the points or miles to the account used. This can take up to 14 days, and the credit is only available once they are returned.
Rebooking is not automatic. Concerq may, at its discretion, help rebook you on an alternative, subject to availability and fees.
Other Services: the Supplier’s terms apply. Where the Supplier refunds money, Concerq passes it on, less Concerq’s service fee (Section 12.8). Where the Supplier issues credit, it is held under Section 12.7.
Where the Supplier offers a choice (for example, rebooking or credit), you must tell Concerq which option you want before the Supplier’s deadline.
Refund waivers or goodwill offers published by Suppliers may not apply to bookings made through Concerq, and Concerq does not guarantee that they will.

12.6 Bookings Not Honoured by the Supplier

Where a Supplier or program operator cancels, voids, or refuses to honour a booking Concerq has confirmed, for reasons other than operational disruption or force majeure, and the service itself still operates, Concerq will, at its choice, either: (a) rebook you on a comparable alternative at no additional cost, where available; or (b) refund the full amount you paid to Concerq for that booking.
Where only part of an itinerary is affected, this applies to the affected part only. Any refund is the share of the amount paid that relates to that part.
This does not apply where the booking was changed, adjusted, or cancelled without Concerq (Section 12), or where the Supplier’s action was caused by your own conduct.
Concerq is not responsible for indirect or consequential losses, such as additional hotel nights, missed events, or other bookings not made through Concerq (Section 20).

12.7 Credits

Where value from a booking is held as credit, Concerq will confirm in writing the amount, the Supplier or Service it relates to, and the expiry date.
Unless Concerq confirms a different period in writing when the credit is issued, credit for flights is valid for 30 days from the date it becomes available; and credit for other Services is valid for the period Concerq confirms when it is issued, typically 3, 6, or 12 months, depending on the Service.
You may ask for an extension before the credit expires. Extensions are at Concerq’s discretion and depend on the Service type and the Supplier.
Credit can only be used through Concerq. Flight credit can only be used with the same airline and cannot be transferred to another airline. Credit can only be used for the traveller(s) and Supplier it relates to, unless Concerq agrees otherwise in writing.
Using it in time. A booking using credit must be made and confirmed before the credit expires. The travel or service date may be later, unless the Supplier requires otherwise.
Fees and balances. Fees for changes or cancellations may be deducted from credit. If a booking uses only part of a credit, the remaining balance keeps the original expiry date.
Credit is recorded in the currency of the original invoice. For cryptocurrency payments, it is recorded in USD at the exchange rate on the original invoice.
No cash value. Credit cannot be exchanged for money, refunded, or transferred to another person. Unused credit lapses at expiry.

12.8 Refunds: Timing and Method

This Section applies only where a refund is due under these Terms (see “Refunds” in Section 12).
Supplier refunds. Where a refund depends on money from a Supplier, Concerq will pay it within 14 days of receiving those funds. Suppliers can take several weeks, sometimes months, to process refunds. Concerq will pursue them but cannot control their timing.
Concerq’s own refunds. Where the refund is Concerq’s own obligation (for example, under Sections 4, 7, 11, 12.6, or 24, or because of a Concerq error), Concerq will pay it within 14 days of confirming the refund.
Who receives it. Refunds are paid to the person who made the payment, in the original currency and by the original method where possible (Section 10).
Crypto refunds are calculated on the USD value shown on the original invoice, not on the number of coins paid. They are paid in the original cryptocurrency at the exchange rate on the day the refund is sent, or in fiat currency by agreement, to the originating wallet or another wallet Concerq has verified. Network fees are deducted.
Concerq’s service fee and any payment processing fees are not refunded, except where the refund is due to a Concerq error, or because Concerq could not secure the booking. Bank charges, intermediary fees, and currency conversion costs on the refund are borne by the Client.
Where Concerq, at its sole discretion, departs from this Section 12 as a gesture of goodwill, it creates no precedent or obligation for any other booking or Client.

13. Point of Contact

Once a booking has been arranged through Concerq, all reservation queries, changes, adjustments, additions, modifications, and cancellations must be made through Concerq. Direct communication with the Supplier (other than at check-in, on the day of travel, or while in-destination) may interfere with our ability to manage the booking on your behalf, and Concerq is not responsible for issues arising from direct Client-Supplier communication outside our knowledge. Where the Client circumvents Concerq and contacts the Supplier directly in respect of a Concerq-arranged booking, Concerq accepts no responsibility for any consequence, including (without limitation) cancellation of the booking, additional fees imposed by the Supplier, loss of credits, or any other adverse outcome. In that case, any guarantees Concerq has given for that booking also no longer apply (Section 12).

14. Payment Reversals and Chargebacks

Concerq accepts payment by bank transfer, by card or other methods through third-party payment providers such as Stripe, and in cryptocurrency (Section 9). Bank transfers and cryptocurrency payments cannot normally be reversed once received. Card payments are also subject to the terms of the card issuer and payment provider.

If you have a question or concern about a charge from Concerq, you agree to contact us first to discuss it, before raising a dispute or chargeback with your bank or card provider. Concerq retains the right to cancel any booking, recover the disputed amount together with any associated fees and reasonable administrative costs, and suspend or terminate the Client relationship in the event of any chargeback, recall, or other payment reversal initiated in respect of an accepted Request, including (without limitation) reversals relating to non-refundable bookings, no-shows, force majeure, third-party use of the Client’s payment method, or non-compliance with these Terms.

Where a dispute or chargeback is raised, Concerq may provide the bank, card issuer, or payment provider with these Terms, booking records, and communications with you as evidence.

15. Travel Documents, Visas, and Compliance

Clients are solely responsible for ensuring they hold valid passports, visas, health certifications, vaccinations, and any other documentation required for their travel. Concerq offers visa assistance as a service on request, and may provide general guidance on travel document requirements; however, any such assistance is an aid to the Client and does not transfer responsibility to Concerq, nor does it constitute formal immigration, visa, or legal advice. The Client is and remains responsible at all times for ensuring they are properly documented for their travel.

Clients must provide accurate and complete personal information for all bookings, including the correct legal name as it appears on their travel document, date of birth, and any relevant identification details. Concerq is not responsible for losses arising from incorrect, incomplete, or outdated information supplied by the Client, or from any failure by the Client to obtain or carry the documents required for their travel.

16. Check-In, Arrival, and Travel Day Responsibilities

Clients are responsible for arriving at the airport or other point of departure with sufficient time to check in, clear security, and board. As a guideline, we recommend:

Online check-in approximately 24 to 48 hours before scheduled departure, where the Supplier permits.
Arrival at the airport at least 2 to 3 hours before domestic departures and 3 to 4 hours before international departures.

For other Services, such as yacht charters, jetski and water sports, chauffeur pick-ups, and experiences, you are expected to arrive at the meeting point with sufficient time before the scheduled start. Concerq can recommend arrival times on request. If you arrive late, the Supplier may shorten or cancel the Service without extending it or providing a refund.

Concerq is not responsible for missed flights, missed connections, denied boarding, missed or shortened Services, or any consequential losses arising from a Client’s failure to check in or arrive on time. In many cases, missing one segment of an itinerary will cause Suppliers to void all remaining segments of the same booking. Missed flights, missed Services, late arrivals, and no-shows are not refunded and do not generate credit, except to the extent the Supplier itself returns value, which Concerq will pass on under Section 12.

17. Force Majeure and Disruptions

Concerq shall not be liable for any failure or delay in the performance of any obligation under these Terms, or for any disruption to a Client’s travel or experience, where such failure, delay, or disruption is caused by events outside our reasonable control. These include, without limitation:

Supplier delays, cancellations, schedule changes, equipment failures, or operational decisions.
Adverse weather, natural disasters, fire, flood, or earthquake.
War, terrorism, civil unrest, strikes, or industrial action.
Pandemics, epidemics, quarantine, or public health restrictions.
Government action, sanctions, airspace or border closures, or changes to regulations.
Cyber incidents, internet or utility outages, or failures of third-party platforms or payment systems.

If any of these events affects your booking, Section 12.5 explains what happens to your booking and any money you have paid. These events do not change any payment you still owe Concerq.

We recommend you consider travel insurance. Cover for bookings made through Concerq may not apply, and may vary between insurers, so check your policy before relying on it.

18. Supplier Terms

Each Supplier has its own contract of carriage, fare rules, booking conditions, house rules, and other terms that govern the services they provide directly to you. Those Supplier terms apply between you and the Supplier, in addition to these Terms.

Where there is any inconsistency between Concerq’s Terms and the Supplier’s terms in respect of the underlying service (including liability for travel, baggage, delay, or cancellation), the Supplier’s terms govern the underlying service. Concerq’s own fees, credits, and refund handling are governed by these Terms (Section 12). You can request information about Supplier terms from Concerq, or obtain them directly from the Supplier.

19. International Air Travel and Conventions

International air travel is subject to international conventions which limit the liability of carriers, including (as applicable) the Montreal Convention 1999 or the Warsaw Convention and its amendments. Travel within or from certain jurisdictions may also be subject to passenger rights regulations such as Regulation (EC) No 261/2004 in the European Union or equivalent regulations elsewhere.

These conventions and regulations limit the liability of airlines, govern compensation in the event of denied boarding, cancellation, or long delays, and apply directly between the Client and the carrier. Concerq is not a carrier and is not party to those liabilities.

20. Liability

Concerq operates as an intermediary and facilitator only. We are not the operator or provider of any flight, accommodation, charter, vehicle, venue, event, or experience booked on a Client’s behalf, and, except as expressly set out in these Terms (including Section 12), we accept no liability for the performance, quality, safety, or delivery of those services.

To the maximum extent permitted by law:

Concerq’s total aggregate liability to a Client in connection with any Request, booking, or matter arising under these Terms shall not exceed the total amount paid to Concerq by that Client for the specific Request giving rise to the claim.
Concerq shall not be liable for any indirect, incidental, special, consequential, or punitive damages, including but not limited to loss of profit, loss of opportunity, loss of enjoyment, mental distress, or reputational harm.
Any claim or cause of action arising out of or in connection with a Request must be brought within one hundred and eighty (180) days from the date the relevant Services were completed or, where the Request was declined or did not proceed, the date you were notified of that fact.
Nothing in these Terms shall limit liability for fraud, fraudulent misrepresentation, gross negligence, willful misconduct, or any liability that cannot be excluded under applicable law.

21. Indemnity

You agree to indemnify, defend, and hold harmless Concerq, its officers, directors, employees, contractors, and agents from and against any and all claims, losses, liabilities, damages, costs, and expenses (including reasonable legal fees) arising out of or in connection with:

Any breach by you of these Terms.
Any inaccurate, incomplete, or unauthorised information you provide, including information about, or payment on behalf of, third parties.
Any claim brought against Concerq by a traveller, guest, or payer connected to your Request.
Your conduct, or that of any traveller or guest in your party, while using a Service, including any damage caused to a Supplier’s property (for example, a yacht, vehicle, or accommodation).
Any unlawful use of the Services.

This does not apply to the extent a claim or loss is caused by Concerq’s own negligence, breach of these Terms, or wilful misconduct.

22. Confidentiality

Concerq understands that our Clients value discretion. We treat all Client information, Requests, and communications as strictly confidential and will only disclose such information to Suppliers and partners to the extent necessary to fulfil a Request, or where required by law. Further detail on how we handle personal data is set out in our Privacy Policy.

23. Intellectual Property

All content, branding, designs, materials, and trade marks displayed on the Concerq website or in our communications are the property of Concerq or our licensors and are protected by intellectual property laws. You may not copy, reproduce, redistribute, modify, decompile, scrape, or commercially exploit any such material without our prior written consent.

24. Acceptable Use, Compliance, and Termination

You agree not to use Concerq’s Services for any unlawful purpose, including without limitation money laundering, sanctions evasion, fraud, terrorism financing, or any activity that breaches applicable financial crime, anti-bribery, counter-terrorism, or export control laws. Concerq is committed to compliance with applicable US and international sanctions and anti-money-laundering frameworks.

Concerq may, in its sole discretion and without liability:

Decline to act for any Client or on any Request.
Request additional information or verification regarding identity, source of funds, or authorisation to transact, particularly for high-value bookings or payments made in cryptocurrency.
Pause, unwind, or terminate any Request or the Client relationship at any time where it has reasonable grounds to do so under these Terms or applicable law.

Where Concerq pauses, unwinds, or terminates a Request for reasons other than your breach of these Terms or applicable law, Concerq will refund the amounts paid for that Request, less non-recoverable third-party costs, in accordance with Section 12.8. Where a Request is terminated because of your breach, or because you do not provide information Concerq reasonably requests, Section 12 applies. Where applicable law requires Concerq to withhold or freeze funds, Concerq will act as the law requires.

25. Communications

By engaging Concerq, you agree that we may contact you about your current, upcoming, and previous Requests and bookings by email, SMS, messaging applications such as WhatsApp, or phone.

As a Concerq client or enquirer, you may also receive emails about offers, exclusive opportunities, and news about Concerq’s services. Every such email includes a simple way to opt out, and you can opt out at any time.

Promotional messages by WhatsApp, SMS, or phone are sent only where you have agreed to receive them, for example by contacting us through a WhatsApp link on our website that states this, or by opting in during a conversation with us.

You may opt out of promotional communications at any time by contacting us at hello@concerq.com, by replying “STOP” to a message, or by following the unsubscribe instructions in any such communication. Opting out does not stop communications about your Requests and bookings.

26. Modifications to These Terms

Concerq may update or modify these Terms from time to time. Updated Terms will be posted on our website with a revised “Last updated” date and will take effect immediately upon posting.

Any Requests or bookings made before the effective date of an update will continue to be governed by the version of these Terms in effect at the time of the booking. Continued use of Concerq’s Services after the effective date of any update constitutes your acceptance of the revised Terms in respect of new Requests and bookings.

27. Governing Law

These Terms, and any dispute or claim arising out of or in connection with them or their subject matter or formation, shall be governed by and construed in accordance with the laws of the State of Wyoming, United States, without regard to its conflict of laws principles.

28. Dispute Resolution, Arbitration, and Class Action Waiver

Concerq and the Client agree to attempt to resolve any dispute, claim, or controversy arising out of or relating to these Terms or the Services (a “Dispute”) informally and in good faith in the first instance. Either party may initiate informal resolution by sending a written notice describing the Dispute to the other party. The parties shall then have thirty (30) days from the date of the notice to attempt to resolve the Dispute through direct discussion.

If the Dispute is not resolved within thirty (30) days, the Dispute shall, except as set out below, be resolved exclusively through final and binding arbitration administered by the American Arbitration Association (“AAA”) under its applicable rules. The arbitration shall be seated in Wyoming, conducted in English, and decided by a single arbitrator. Concerq shall be responsible for the AAA filing and arbitrator fees for any non-frivolous claim, and each party shall otherwise bear its own legal costs.

Class Action Waiver. To the fullest extent permitted by law, Concerq and the Client each waive any right to bring or participate in any Dispute as a plaintiff or class member in any purported class action, collective action, consolidated action, or representative proceeding. Disputes shall be brought only on an individual basis. If this class action waiver is found to be unenforceable, the entirety of this Section 28 shall be null and void, but the rest of these Terms shall remain in full force and effect.

Jury Trial Waiver. To the fullest extent permitted by law, Concerq and the Client each waive any right to a trial by jury in respect of any Dispute.

Carve-outs. Either party may bring an action in a court of competent jurisdiction solely to seek injunctive or equitable relief to protect intellectual property rights, confidential information, or to compel arbitration under this Section 28. Subject to those carve-outs and to the arbitration agreement above, the parties submit to the exclusive jurisdiction of the state and federal courts located in Wyoming.

29. Entire Agreement

These Terms, together with our Privacy Policy and any written quote, order confirmation, or engagement document expressly agreed between the parties, constitute the entire agreement between you and Concerq regarding the Services, and supersede all prior or contemporaneous communications, proposals, and understandings, whether oral or written.

30. Severability and Waiver

If any provision of these Terms is held by a court or arbitral tribunal to be invalid, illegal, or unenforceable, the remaining provisions shall continue in full force and effect, and the unenforceable provision shall be replaced by an enforceable provision that most closely reflects the original intent of the parties. No failure or delay by Concerq in exercising any right under these Terms shall operate as a waiver of that right.

31. Contact

For any questions regarding these Terms, or to raise a concern, please contact Concerq:

Concerq LLC, a Wyoming limited liability company
Mailing address: 1007 N Orange St, 4th Floor, Suite #5254, Wilmington, Delaware 19801, United States
Email: hello@concerq.com
Telephone: +1 (806) 545 8055

Formal notices under these Terms, including notice of a Dispute under Section 28, must be sent in writing to hello@concerq.com and to the mailing address above.

Registered agent (for service of legal process only): FBRA LLC, 1023 E Lincolnway, Cheyenne, WY 82001, United States.