Concierge terms

DRAFT for solicitor review. Version 0.1, 20 October 2026. These terms sit alongside the [Terms of Service](terms-of-service.md).

1. The service

1.1 A Suite Seats award expert searches for flight and hotel award options that match your brief, then sends you clear step-by-step booking instructions. Where needed, we help you book on a call while you stay logged in to your own account.

1.2 We never log in to your loyalty accounts, hold your passwords, or take payment for flights, hotels, taxes or fees. You pay those directly to the airline, hotel or programme.

2. Your brief

You agree a written brief with us before work starts. It covers origin, destinations, date range, flexibility, cabin, travellers, the programmes and points you hold, and any must-haves. A change to the brief may need a new fee.

3. Fees: "no seat, no fee"

3.1 You pay a deposit of [£39] when you submit your brief. The balance of the fee becomes due when we deliver a qualifying option. Current fees are on the concierge page.

3.2 A qualifying option is at least one bookable award, confirmed available when we send it, that matches your brief and is within your available points (including transfers you told us you can make).

3.3 If we can't find a qualifying option within [14] days, or by your deadline if that's sooner, we refund your deposit in full within 14 days.

3.4 If you book something we found, the fee is earned even if the airline later changes or cancels the flight.

3.5 If a qualifying option disappears before you can book it, through no fault of yours, we will keep searching for [7] more days at no extra cost.

4. Starting straight away and your right to cancel

4.1 You have 14 days to cancel. By submitting your brief, you ask us to start right away and you accept that:

if you cancel before we deliver a qualifying option, we refund your deposit, less a proportionate charge for work already done, capped at the deposit, and
once we have delivered a qualifying option, the service is fully performed and you lose the right to cancel.

5. What we can't control

Airlines and programmes can change prices, release or withdraw seats, change schedules, or close accounts. They also set their own rules on transfers, which can't usually be reversed. Please check any transfer before you make it. We are not responsible for losses from these things. Section 8 of the Terms of Service also applies.

6. Your information