Booking Conditions

These Booking Conditions explain when a reservation becomes binding, how payment is made, and what happens if a customer, QOS or an independent provider changes or cancels a service. They apply together with the Terms of Service and the confirmed quotation.

Contract documents and order of priority

A confirmed booking consists of the written booking confirmation, the quotation or itinerary, any provider terms disclosed before payment, these Booking Conditions and the Terms of Service.

1. The booking confirmation and quotation govern the selected service, price, dates and special conditions.
2. Disclosed provider terms govern the independent provider’s underlying service.
3. These Booking Conditions govern the standard payment, change, cancellation and refund process.
4. The Terms of Service govern the general relationship with QOS.

A term with higher priority overrides a lower priority term only for the matter it specifically addresses. Mandatory UAE legal rights continue to apply.

QOS services and provider services

QOS directly supplies concierge, sourcing, reservation management and coordination. Unless the confirmation expressly states otherwise, the actual car rental, chauffeur, yacht, villa, hotel, aviation, activity, event, chef, security, shopping or wellness service is supplied by an independent licensed provider.

QOS may collect money as principal for its own concierge services, as collection agent for an independent provider, or as part of a combined quotation. The confirmation or invoice will identify the relevant arrangement where it affects the customer’s rights or payment destination.

Confirmation and availability

Availability is not guaranteed until the required payment has cleared and QOS has issued written confirmation. If the requested service becomes unavailable before confirmation, QOS may propose another option or return the amount received for the unavailable request.

Payment requirements

The amount and payment deadline for each booking will be stated in the quotation, invoice or payment request. QOS may require full payment before issuing written confirmation. A disclosed provider payment schedule may apply to the provider’s underlying service.

QOS may accept AED, EUR or USD by bank transfer, payment card, payment link, cash or cryptocurrency, subject to the method stated in the invoice or payment request and applicable law. Payment links are provided through Mashreq Bank when offered and are subject to the bank’s applicable processing, verification and security requirements. Cryptocurrency payments are processed through Rain Exchange when offered and are also subject to Rain Exchange’s applicable terms, verification requirements and privacy notice. Bank, card, blockchain network, conversion or intermediary charges imposed on the customer’s side are paid by the customer. A booking is not secured by a payment instruction, screenshot, unconfirmed blockchain transaction or pending transfer.

Memberships and concierge packages

QOS plans to introduce memberships, subscriptions, retainers or annual concierge packages. No membership is available for purchase until QOS supplies the applicable plan terms and confirms the order in writing. Those terms will state the price, billing frequency, duration, benefits, limits, exclusions, renewal method, cancellation rights and treatment of unused benefits. Unless expressly included, independent provider services and their charges are additional.

Benefits are personal, non-transferable, subject to availability and do not guarantee a particular provider or service. Automatic renewal applies only where clearly disclosed and authorised. Cancellation and refunds follow the plan terms disclosed before purchase and mandatory UAE law.

Security deposits and additional charges

A provider may require a refundable security deposit, card pre-authorisation or guarantee. This is separate from the booking price. The provider may make documented deductions permitted by its disclosed terms for damage, loss, fines, tolls, fuel, excess use, late return, smoking, cleaning or other authorised charges. QOS may assist with communication but the provider remains responsible for the assessment and release of a provider-held deposit.

Customer cancellations

The customer must cancel in writing. Cancellation takes effect when QOS receives the notice. Unless a stricter provider policy was disclosed before payment, the following standard schedule applies:

A separately identified QOS concierge or arrangement fee may be non-refundable after QOS has performed the corresponding work, provided this was disclosed before confirmation. QOS will not deduct a provider charge that was not actually incurred or lawfully payable.

Changes requested by the customer

Unless otherwise stated in the applicable quotation or provider terms, the customer must submit a date, guest, destination, service or other rescheduling request in writing at least 72 hours before the service begins. QOS will try to accommodate the request, but all changes depend on availability and provider approval. A request made less than 72 hours before the service may be treated as a cancellation under the applicable cancellation schedule. The customer must pay any price increase, change fee or additional supplier cost. A lower replacement price does not create a refund unless QOS or the provider agrees. Treating a cancellation as a change does not reset the cancellation period.

Cancellations or material changes by QOS or a provider

If a confirmed service cannot be supplied, QOS will offer, where reasonably available:

1. A reasonably equivalent replacement without a material reduction in value;
2. Rescheduling or booking credit, if the customer accepts it; or
3. A refund of the amount paid for the unavailable service.

A minor operational change that does not materially reduce the service does not automatically entitle the customer to cancel. If QOS cancels its own concierge service without customer fault, QOS will refund the unperformed part. Any mandatory right to re-performance, price reduction or refund under UAE law remains available.

Weather safety and force majeure

Marine, aviation, outdoor and event services may be changed, shortened, delayed or cancelled for safety, weather, authority or operational reasons. The captain, pilot, operator, venue or competent authority has final authority over safety decisions.

For an event beyond reasonable control, QOS may offer a reasonable substitute, rescheduling, credit or a refund in accordance with amounts recoverable from the provider and mandatory law. QOS will explain any non-recoverable charge. Predictable traffic, ordinary seasonal conditions or the customer’s travel delay do not by themselves constitute force majeure for QOS.

Late arrival and no show

The customer must arrive at the confirmed time and location with required documents. A provider may shorten the service, charge waiting time or treat material lateness as a no show. QOS will seek a practical solution where possible but cannot guarantee an extension, rescheduling or refund.

Customer conduct and refusal of service

QOS or a provider may refuse, suspend or end a service where a customer or guest is intoxicated, abusive, unsafe, unlawful, unable to meet eligibility requirements or materially breaches provider rules. The customer is responsible for resulting loss and charges. Refunds are not normally due where service is refused or ended for customer fault, subject to mandatory law.

Refund process

1. Approved refunds are returned through the original payment method where reasonably possible.
2. QOS will initiate an approved refund within 7 to 14 business days after the customer’s entitlement and the refundable amount are confirmed.
3. Bank, card and payment provider processing times are outside QOS control.
4. Refunds are normally made in the original transaction currency. Exchange rate differences and external bank charges are borne by the customer unless law requires otherwise.
5. For a cryptocurrency payment, the refund is based on the same cryptocurrency amount and transaction value originally received and recorded by QOS. Unavoidable blockchain network or payment-provider charges may be deducted where permitted by law.
6. Only disclosed, lawful and genuinely incurred non-recoverable charges may be deducted.

Problems complaints and evidence

A customer should report a service problem immediately to the QOS contact handling the booking and follow up at info@qosconcierge.com or by telephone or WhatsApp at +971 54 773 0155. The customer should provide the booking reference, description, time and supporting photographs or documents where relevant. Prompt notice allows QOS and the provider to investigate and, where possible, re-perform or correct the service.

Governing law and courts

These Booking Conditions and related non-contractual obligations are governed by the federal laws of the United Arab Emirates and the applicable laws of the Emirate of Dubai. The competent courts of Dubai have exclusive jurisdiction, subject to mandatory consumer rights that cannot lawfully be excluded.

Contact

Booking notices, cancellation requests and complaints should be sent to info@qosconcierge.com and to the QOS representative handling the booking. Telephone and WhatsApp enquiries may be made at +971 54 773 0155; time-sensitive notices should also be confirmed in writing by email.