These Terms of Service (“Terms”) govern your use of the Concierge by Benz mobile app, benz-van-paris.com, and the concierge, booking, and messaging services we provide. By creating an account or placing a booking, you agree to these Terms and to our Privacy Policy.
Questions: [email protected]
Contents
1. The service
Concierge by Benz is a private luxury concierge. You can browse a catalogue (shopping, dining, stays, transport, events, bespoke arrangements, and other lifestyle services), book listed services, redeem VIP pricing where offered, and message our team.
Guests may explore the catalogue without an account. Booking, saved cards, VIP redemption, concierge chat, and history require a registered account.
We arrange services. We are not always the underlying supplier (restaurant, hotel, driver, and similar). Those parties may have their own rules, which apply in addition to these Terms.
2. Eligibility and accounts
You must be at least 18 and able to form a contract. Provide accurate registration details and keep them current. You are responsible for your password and for activity on your account.
We may require email verification. We may suspend or close an account that is inaccurate, abusive, or harmful to guests, partners, or our team.
3. Bookings and payments
A booking is a request to reserve a listed service at the price shown in the app. Standard guests pay the base price. Guests with a valid VIP entitlement pay the VIP price for eligible services. Prices are in euros (EUR) unless stated otherwise.
Payment is taken in-app through Stripe. A booking is confirmed only after payment succeeds and we record it. Until then, availability is not guaranteed.
You are responsible for the accuracy of booking details. Incorrect information may mean the service cannot be delivered as expected, and extra costs may apply.
4. Cancellations and refunds
You may cancel a pending or confirmed booking from the booking detail screen. Completed bookings cannot be cancelled in the app.
When a cancellation is accepted, we attempt to refund the original payment through Stripe. Timing depends on your card issuer. If an automatic refund fails, contact us.
Some partner-led experiences may be non-refundable or only partly refundable. If so, we will say so in the service description or before you pay. We do not refund completed services except where required by law or where we failed to deliver.
5. Concierge requests
Personal requests are handled in-app by our team. Sending a request does not guarantee fulfilment or partner availability.
If a request involves a paid service, we will confirm the price and take payment before we commit spend on your behalf. You remain responsible for partner terms once a third-party booking is made at your instruction.
6. VIP access
VIP codes are personal, limited, and may expire or cover only certain services. We may deactivate a code if it is abused, shared without permission, or issued in error. VIP pricing applies only while the entitlement is active at payment.
7. Acceptable use
You agree not to:
- Use the service for unlawful, fraudulent, or harmful purposes.
- Harass our team or partners, or submit false booking or identity information.
- Access other guests’ accounts, payments, or messages.
- Interfere with the app, payments, or our systems.
- Resell our services without written agreement.
8. Availability
We aim to keep the app and support available, but we do not warrant uninterrupted access. Catalogue items, prices, and VIP offers may change. If a paid service cannot be delivered, we will tell you and refund or offer an alternative.
9. Intellectual property
The app, brand, lotus interface, catalogue copy, and related materials belong to Concierge by Benz or our licensors. You receive a limited licence to use the app for your personal concierge needs.
10. Disclaimer and liability
We arrange luxury services with care. Experiences involving third parties, travel, food, events, or transport carry inherent risk. Except where the law does not allow it, we are not liable for indirect loss or partner default beyond a refund of amounts you paid us for the affected booking.
Nothing in these Terms limits liability for death or personal injury caused by negligence, fraud, or any liability that cannot be limited by law.
11. Ending the service
You may delete your account at any time (Profile → Edit). We may suspend or terminate access for a serious breach of these Terms. Outstanding confirmed bookings remain payable unless cancelled under section 4.
12. Changes
We may update these Terms. The dates at the top will change. If you continue to use the service after an update, the new Terms apply. If you do not agree, close your account and stop using the service.