Last updated: September 2026

These Terms & Conditions apply to services and products supplied by Luxûreté Ltd (“Luxûreté”, “we”, “us” or “our”).

Please read these Terms & Conditions before making a booking or placing an order. You will be asked to confirm your acceptance of the applicable Terms & Conditions before completing your booking or purchase.

1. About Luxûreté

Luxûreté provides private home and lifestyle concierge services, including Signature Homecoming, Season Welcome, Luxûreté Night In, Private Travel and bespoke concierge arrangements.

We also sell selected home, fragrance, bath, body and lifestyle products through The Collection on our website.

We may arrange or coordinate services supplied by selected third-party providers, including professional cleaners, florists, chauffeur providers and other specialist suppliers.

Our services and products are subject to availability.

2. Making a Booking

Bookings are subject to availability and are not confirmed until we have accepted your booking and confirmed this to you.

We normally require a minimum of 14 days’ notice for our home experiences. Requests made with less notice may be accepted at our discretion, subject to availability and our ability to make the necessary arrangements.

You are responsible for ensuring that the information you provide when booking is complete and accurate.

Before confirming your booking, you will be given the opportunity to review these Terms & Conditions and will be asked to actively confirm that you have read and agree to them.

The Terms & Conditions applicable to your booking will be those presented to you when your booking is confirmed.

3. Prices

The price applicable to your experience will be the price confirmed to you before payment.

Any additional services, products from The Collection, upgrades or bespoke requests added to an experience will be priced separately and agreed with you before they are added to your booking.

Products purchased independently through The Collection on our website are subject to the prices displayed at the time you place your order, together with any applicable delivery charges shown before checkout.

Third-party services for which you contract and pay the provider directly, including Private Travel, are not included in the price payable to Luxûreté unless we expressly tell you otherwise.

4. Payment

For home experiences booked more than 14 days in advance, 50% of the booking price is payable on confirmation, with the remaining balance payable no later than 14 days before the experience.

Where an experience is booked 14 days or less before the scheduled date, full payment is required on confirmation.

Unless otherwise agreed, payment for services is made by bank transfer against an invoice issued by Luxûreté.

Your booking may be cancelled if payment is not received when due.

Payment arrangements for products purchased through The Collection are set out in Section 19.

5. Cancellations by You

If you need to cancel your experience, please tell us as soon as possible.

Where you cancel:

More than 28 days before your experience: we will refund amounts paid, less any reasonable and unrecoverable costs or losses we have already incurred specifically in connection with your booking.

15 to 28 days before your experience: a cancellation charge of up to 50% of the booking value may apply. Where our actual reasonable loss is lower, the charge will be reduced accordingly.

14 days or less before your experience: a cancellation charge of up to 100% of the booking value may apply where this represents the reasonable loss arising from the cancellation.

We will take reasonable steps to reduce our losses, including cancelling or reallocating supplier arrangements where reasonably possible.

These cancellation provisions do not affect any statutory cancellation rights you may have.

Where a statutory cancellation right applies to a service booked online or at a distance, this will operate separately from our standard cancellation policy.

6. Changes to Your Booking

If you wish to change the date, requirements or scope of your experience, please contact us as soon as possible.

We will make reasonable efforts to accommodate your request but cannot guarantee that changes will be possible.

Changes may result in additional charges where we incur additional costs or where your requirements change. We will tell you about any additional charge before proceeding.

7. Cancellation or Changes by Luxûreté

Occasionally we may need to make changes to an experience because of circumstances outside our reasonable control, supplier availability, illness, safety concerns or other operational reasons.

We will tell you as soon as reasonably possible and will try to provide a suitable alternative.

If we cancel your experience and cannot provide a reasonable alternative acceptable to you, we will refund the amount you have paid for the affected service.

8. Products, Flowers and Seasonal Selections

Some Luxûreté experiences include flowers, fragrance products, bath and body products, food or other items selected to complement your experience.

Specific varieties, colours, fragrances, packaging and brands may be subject to seasonal availability and supplier stock.

Where an item is unavailable, we may substitute it with an item of comparable type, quality and value where appropriate.

Where your preferences are important, please tell us when booking.

This section relates to products supplied as part of a Luxûreté experience. Separate provisions for products purchased independently through The Collection are set out in Section 19.

9. Food, Allergies and Dietary Requirements

Where your experience includes food or drink, you are responsible for telling us about any allergies, intolerances or dietary requirements before your experience.

We will take reasonable care when purchasing items in accordance with the information you provide.

Unless expressly agreed otherwise, food is purchased from third-party retailers or suppliers and Luxûreté does not manufacture or prepare it.

We cannot guarantee an allergen-free environment or that products supplied by third parties have not been exposed to allergens during manufacture, preparation or handling.

10. Access to Your Property

You are responsible for ensuring that we have safe and timely access to your property at the agreed time.

Access may be provided using keys, temporary access codes, key safes or another method agreed with you.

You confirm that you have authority to grant Luxûreté and those working on our behalf access to the property and that you have obtained any necessary permission from the property owner, landlord, building management company or other relevant person.

We will take reasonable care of keys and access information entrusted to us.

11. Failed or Delayed Access

If we cannot access your property using the instructions provided, we will make reasonable attempts to contact you or your nominated contact.

If incorrect, incomplete or unavailable access arrangements cause a delay or prevent the experience from being completed, you may be responsible for reasonable wasted or additional costs incurred as a result.

Where delayed access reduces the time available at your property, we cannot guarantee that the full experience can be completed, particularly where doing so would affect another client’s booking.

12. Alarms and Security Systems

You are responsible for providing accurate instructions for any alarm, security, gate or access system that we need to operate.

We will only use security information for the purpose for which it has been provided.

Luxûreté will not be responsible for delays, call-out charges or other costs arising from inaccurate or incomplete alarm or security instructions supplied by you, except where caused by our own failure to follow accurate instructions provided to us.

13. Preparing Your Property for Your Experience

To allow us to provide your experience effectively, areas to be cleaned or prepared should be reasonably accessible.

Worktops, bathroom surfaces and other areas requiring cleaning should be reasonably clear of personal belongings and excessive clutter. Floors and access routes should also be reasonably clear.

The cleaning included within a Luxûreté experience is a professional home clean appropriate to the service booked. It is not a deep clean, end-of-tenancy clean, clearance service, specialist clean, hazardous-material clean or restoration service unless specifically agreed in writing.

If the condition of the property prevents all elements of the experience from being completed within the allocated time, we will prioritise the elements that can safely and reasonably be completed.

We will not undertake additional work or incur additional charges without your agreement.

14. Specialist, Delicate and Valuable Items

You must tell us in advance about specialist or delicate surfaces, finishes or items requiring particular treatment or products. This may include natural stone, marble, specialist wood, antiques, delicate fabrics or specialist furnishings.

You should secure or safely store unusually valuable, fragile, sentimental or irreplaceable items before your experience.

Luxûreté and those working on our behalf will take reasonable care while in your property.

15. If Something Is Not Right

If you believe part of your Luxûreté experience was not supplied as agreed, please contact us as soon as reasonably possible and tell us what is wrong.

We will investigate promptly. Where appropriate and reasonably possible, we will put the service right without additional charge.

If repeat performance is impossible or cannot reasonably be provided within a reasonable time and without significant inconvenience to you, an appropriate price reduction or other legal remedy may apply.

Because the value of services such as Signature Homecoming, Season Welcome and Luxûreté Night In can be time-sensitive, we will take account of whether providing the service again at a later date would actually remedy the problem when determining the appropriate resolution.

If we encounter unclear instructions while providing an experience and following them could reasonably risk damage, compromise security or result in something being completed contrary to your preferences, we will not guess. We may leave the affected element incomplete and, where appropriate, tell you about this in your Home Ready confirmation.

Our complaints contact is hello@luxurete.com. We aim to acknowledge complaints within 2 working days.

Nothing in this section affects your statutory rights.

16. Circumstances Outside Our Reasonable Control

Events outside our reasonable control may include severe weather, transport disruption, utility failure, building access restrictions, supplier failure that could not reasonably have been avoided, or other events that make performance unsafe or impossible.

We will tell you as soon as reasonably possible, take reasonable steps to reduce disruption and try to provide a sensible alternative where practicable.

If a significant part of the agreed service cannot be supplied and no reasonable alternative can be provided, you will not be charged for the unperformed part and we will refund any amount already paid for that unperformed part.

17. Your Property, Emergencies and Home Ready

Your Responsibilities

You are responsible for providing accurate information and instructions relevant to your experience and for telling us about anything within the property that could reasonably affect safety or our ability to provide the service.

Authorised Areas

We will only access areas of your property reasonably necessary to provide the experience you have booked or areas you have specifically authorised us to access.

Emergencies

If we become aware of an apparent emergency at your property, we will make reasonable attempts to contact you or your nominated emergency contact.

Where immediate action appears reasonably necessary to protect people or property, we may contact the emergency services, utility provider, building management or an appropriate emergency contractor.

You will be responsible for reasonable third-party costs arising from an emergency unless the emergency or cost was caused by Luxûreté’s negligence or breach of contract.

We will not authorise non-urgent discretionary work at your property without your agreement.

Home Ready

Where included in your experience, we will provide a Home Ready confirmation once the agreed service has been completed.

Our completion process may include reasonable checks such as confirming that relevant doors or windows have been secured and that an alarm has been set where this forms part of your instructions.

Home Ready is an operational completion check. It is not a professional security inspection or guarantee of the security of your property.

Photographs and Incident Records

We do not routinely photograph your home.

We may take limited photographs where reasonably necessary to document accidental damage, an unexpected property condition, or a safety, security or access incident.

We will take reasonable care to avoid capturing unrelated sensitive or personal information. Any photographs or incident records containing personal information will be handled in accordance with our Privacy Policy.

18. Third-Party Services, Private Travel and Our Responsibility

Third-Party Suppliers

We may use carefully selected third-party suppliers to provide elements of your Luxûreté experience, including cleaning, floristry, products and other specialist services.

Where a third party is working as our subcontractor to fulfil part of a service you have purchased from Luxûreté, Luxûreté remains responsible for providing the contracted service to you, subject to these Terms.

In other circumstances, we may introduce you to an independent third-party provider with whom you contract directly. Where this applies, we will make this clear.

The independent provider’s own terms and conditions will apply to services you purchase directly from them.

We will only share information with third parties where reasonably necessary to arrange or provide a requested service and in accordance with our Privacy Policy.

Private Travel

As part of our concierge service, Luxûreté may introduce you to a selected independent professional chauffeur provider and, where requested, assist with making the initial arrangements.

The chauffeur provider will confirm the journey directly with you and will be responsible for providing the transport service.

Payment for the journey is made directly to the chauffeur provider and their own terms and conditions, including those relating to payment, cancellations, waiting times and changes, will apply.

The contract for the chauffeur journey is between you and the chauffeur provider. Luxûreté is not the provider of the transport service.

Where you ask us to make an introduction, we may share the contact and journey information reasonably required to facilitate your booking, in accordance with our Privacy Policy.

Bespoke Concierge Services

Bespoke Concierge requests are individually considered and quoted.

Where we arrange or assist with reservations, tickets, travel, appointments, experiences or other services supplied by third parties, we will make clear where you will be contracting directly with the third-party provider.

Additional supplier terms, payment arrangements, cancellation conditions and charges may apply.

We will make material third-party conditions known to you where applicable and reasonably available to us before you commit to an arrangement.

Luxûreté cannot guarantee availability of a particular reservation, ticket, experience, product or third-party service.

Our Responsibility to You

Luxûreté will provide its services with reasonable care and skill.

Nothing in these Terms excludes or restricts rights or remedies that cannot legally be excluded or restricted, including liability for death or personal injury caused by negligence, fraud or fraudulent misrepresentation.

We are not responsible for loss arising from inaccurate information or instructions supplied by you, defects or faults already present within the property, or matters outside our reasonable control, except where the law provides otherwise.

Where you contract directly with an independent third-party provider following an introduction by Luxûreté, that provider is responsible for the service it supplies to you. Nothing in these Terms excludes any responsibility Luxûreté may have for its own acts or omissions.

Nothing in these Terms affects your statutory rights as a consumer.

These Terms are governed by the laws of England and Wales. Nothing in this provision deprives you of any mandatory consumer protection available to you under applicable law.

19. The Collection – Online Purchases

This section applies where you purchase products independently through The Collection on the Luxûreté website.

Orders and Payment

When you place an order, you are making an offer to purchase the products in your basket.

Payment is taken when you place your order. Your order is accepted when we send you confirmation that it has been accepted or dispatched.

If we are unable to accept your order, for example because a product is unavailable, there has been an error in the price or description, or we are unable to deliver to your address, we will let you know and refund any payment received for the affected product.

All prices and applicable delivery charges will be shown before you complete your purchase.

Product Availability

Products in The Collection are subject to availability.

Where a product becomes unavailable after you place your order, we will contact you as soon as reasonably possible. We may offer you an alternative where appropriate, but you will not be required to accept it.

If we cannot supply the product ordered and you do not wish to accept an alternative, we will refund the amount paid for that product.

Product Descriptions

We take reasonable care to ensure product descriptions, photographs and information on our website are accurate.

Colours and appearance may vary slightly from how they appear on screen. Natural, handmade or artisan products may also have reasonable variations in colour, finish, fragrance, size or appearance.

Packaging may occasionally differ from that shown where a supplier changes its packaging, provided this does not materially affect the product itself.

Delivery

Available delivery options and charges will be shown during checkout.

We will provide an estimated delivery timeframe where applicable. Occasionally delivery may be affected by circumstances outside our reasonable control.

You are responsible for providing a complete and accurate delivery address.

If a parcel is returned to us because the address supplied was incorrect or incomplete, we may charge reasonable additional delivery costs before sending it again.

Luxûreté remains responsible for products until they are delivered to you, or to a person you have identified to receive them on your behalf.

Your Right to Cancel

For most goods purchased online, you have a legal right to change your mind and cancel your purchase within 14 days of receiving the goods, without giving a reason.

To exercise this right, you must tell us clearly that you wish to cancel within the applicable 14-day period.

You then normally have a further 14 days from notifying us of your cancellation to return the goods.

Certain products are excluded from the statutory right to cancel. This may include goods that are personalised or made to your specification, goods liable to deteriorate or expire rapidly, and sealed goods that are not suitable for return for health protection or hygiene reasons once the seal has been broken, where the relevant legal exemption applies.

We will tell you where a product is subject to a relevant exception where appropriate.

Returning Products

Unless a product is faulty, damaged, incorrect or we have agreed otherwise, you are responsible for the cost of returning products following a change-of-mind cancellation.

Products should be returned with reasonable care and, where possible, with their original packaging.

You may inspect products as you would reasonably be able to do in a shop. If goods have been handled beyond what is reasonably necessary to establish their nature, characteristics and functioning and this reduces their value, we may make a deduction from the refund to the extent permitted by law.

Please contact us using the details on our website before returning an item so that we can provide the appropriate return instructions.

Refunds

Where you validly exercise your statutory right to cancel, we will refund the price paid for the eligible products.

Where required by law, we will also refund the cost of our least expensive standard delivery option. If you selected a more expensive delivery method, the additional delivery cost is not refundable unless required by law.

We may withhold the refund until we have received the goods back or you provide evidence that you have returned them, whichever occurs first.

Refunds will normally be made using the same payment method used for the original transaction and within the timescales required by law.

Faulty, Damaged or Incorrect Products

Products must be as described, fit for purpose and of satisfactory quality as required by law.

If a product is lost or damaged in transit before delivery, please contact Luxûreté rather than the courier.

If an item arrives damaged, is faulty or is not the item you ordered, please contact us as soon as reasonably possible. We may ask you to provide photographs of the product and packaging to help us investigate the damage and make a claim against the delivery provider.

Where appropriate, we will arrange a replacement, repair or refund in accordance with your statutory rights.

Where goods are faulty, damaged in transit or supplied incorrectly, Luxûreté will be responsible for reasonable return costs where required by law.

Any claim Luxûreté may make against a courier or delivery provider is a matter between Luxûreté and that provider and does not affect your statutory rights as our customer.

Promotions and Discount Codes

Promotional offers and discount codes may be subject to additional conditions communicated with the offer.

Unless stated otherwise, discount codes cannot be exchanged for cash and cannot be applied retrospectively to an order that has already been placed.

We reserve the right to withdraw or amend a promotion before an order is placed.

Nothing in this section affects your statutory rights as a consumer.

20. Personal Information and Confidentiality

We will handle personal information in accordance with our Privacy Policy and applicable data protection law.

Because our services may involve access to your home and information about your preferences, routines and travel arrangements, we recognise the importance of discretion and confidentiality.

We will only use and share information where reasonably necessary to provide or arrange your requested services, administer your account or booking, meet our legal obligations, or as otherwise explained in our Privacy Policy.

21. Contact

Luxûreté Ltd
Registered in England and Wales.
Company number: 17446263
Registered office: 17 Kingsway, St John's Terrace, Bedford, United Kingdom, MK42 9BJ
Email: hello@luxurete.com

Please use the contact details above for questions about these Terms, cancellations, complaints or product returns.