Terms of Service

These Terms govern access to the QOS website and the concierge and coordination services provided by QOS. They also explain when an independent provider supplies the underlying booked service. By requesting, confirming or paying for a booking, the customer agrees to these Terms and the applicable Booking Conditions, which are published on the QOS website and made available before booking confirmation.

Company information

QOS Premium Concierge Services L.L.C is a Dubai Mainland limited liability company licensed by the Dubai Department of Economy and Tourism under Trade Licence 1652208. Its registered address is BIN DASMAL BUILDING - 1, Al Goze Industrial First, 1-204, Dubai, United Arab Emirates. References to “QOS”, “we”, “us” and “our” mean QOS Premium Concierge Services L.L.C. QOS may be contacted at info@qosconcierge.com or +971 54 773 0155.

Our role

QOS directly provides concierge, sourcing, reservation management and coordination services. The underlying transport, accommodation, aviation, marine, entertainment, event, security, wellness and other fulfilment services are normally supplied by independent licensed providers.

Unless a booking confirmation expressly identifies QOS as the direct provider of a particular underlying service, QOS acts as the arranger or booking intermediary for that service. The independent provider remains responsible for its licences, personnel, vehicles, vessels, aircraft, premises, insurance, safety procedures and performance.

A booking may therefore involve one contract with QOS for concierge and coordination services and a separate or supplementary contract with the independent provider for the underlying service.

Services and eligibility

Our services include supercar rental arrangements, yacht charter, private villas and accommodation, private aviation, water activities, events and nightlife, desert experiences, private chefs, security and protection coordination, personal shopping, wellness and related concierge requests.

The person making a booking must be at least 18 years old and have legal capacity to enter into the booking. A provider may impose a higher minimum age, driving age, licence requirement, identification requirement, security deposit or eligibility condition. The customer must disclose the identity and relevant requirements of all guests and participants where requested.

Requests quotations and confirmation

A website enquiry, WhatsApp message, email, itinerary or quotation is not a confirmed booking. Prices and availability may change until QOS receives the required payment and issues written confirmation.

A quotation states the service scope, price, payment requirements and any provider terms. The customer must review the details before payment. A booking becomes binding when QOS receives the required payment and confirms the booking in writing.

Prices and payment

QOS may quote and accept payment in UAE dirhams, euros or US dollars. QOS is not currently registered for UAE VAT and does not charge VAT. If QOS becomes required or entitled to charge VAT, the applicable quotation or invoice will identify it. The quotation and invoice will state whether delivery, fuel, crew, gratuities, security deposits, insurance, permits and other charges are included. Additional services or costs requested or approved by the customer may be charged separately.

Accepted payment methods may include bank transfer, payment card, payment link, cash and cryptocurrency, subject to the method offered for the particular booking and applicable law. Payment links are provided through Mashreq Bank when offered. Cryptocurrency payments are processed through Rain Exchange when offered. A cryptocurrency payment is treated as payment for the booking only after the required confirmations and does not make QOS a cryptocurrency exchange, broker or custodian. Mashreq Bank and Rain Exchange services are also subject to their applicable terms and privacy notices. The invoice or payment request will provide the authorised payment instructions.

The amount and payment deadline for each booking will be stated in the quotation, invoice or payment request. QOS may require full payment before confirming a booking. Failure to pay on time may cause the request to lapse or a confirmed booking to be cancelled. The customer remains responsible for cancellation charges already incurred.

A refundable security deposit, card pre-authorisation or guarantee required by an independent provider is separate from the booking price. It is administered and returned or released under the provider terms, after any authorised deductions for charges, loss, damage, fines or other liabilities.

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 expressly accepts the customer’s order. Before purchase, QOS will disclose the benefits, fees, duration, limits, renewal method, cancellation rights and special conditions. Unless expressly included, independent provider services and their charges are additional.

Membership 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. QOS may change or discontinue plans prospectively without removing benefits already purchased for an active period, except where required by law or agreed with the member. Earned access fees and completed concierge work may be non-refundable, subject to the disclosed plan terms and mandatory UAE law.

Provider terms

Independent provider terms apply only where they are supplied, linked or clearly identified before the customer confirms the booking. They apply to the provider’s underlying service and may include stricter payment, cancellation, identification, conduct, safety, security deposit and liability provisions.

If provider terms conflict with these Terms, the provider terms govern the provider’s underlying service only. These Terms continue to govern QOS concierge and coordination services. Nothing in provider terms removes a mandatory right available under UAE law.

Customer responsibilities

1. Provide accurate names, dates, contact information, identification and service requirements.
2. Provide documents and information reasonably requested to verify identity, eligibility, payment, source of funds or compliance with legal and provider requirements.
3. Check passports, visas, driving licences, medical fitness and other documents required for the service.
4. Follow lawful instructions, safety rules, check in times, dress codes and provider policies.
5. Treat property, personnel and other guests appropriately and pay for authorised extras, damage, loss, fines or penalties caused by the customer or the customer’s guests.
6. Not request or use any service for an unlawful, unsafe, abusive or fraudulent purpose.

QOS or a provider may refuse or stop a service where continuing would be unlawful, unsafe, abusive or materially disruptive. Refund eligibility will depend on the cause, costs incurred and applicable law.

Changes cancellations and refunds

The Booking Conditions form part of these Terms and are published on the QOS website. They contain the standard cancellation schedule, change rules, supplier cancellation process and refund procedure and will be made available before the customer confirms a booking. Any stricter provider cancellation terms must be disclosed before confirmation.

Unless otherwise stated in the applicable quotation or provider terms, a customer must submit any rescheduling or other booking change request in writing at least 72 hours before the service begins. Changes remain subject to availability, provider approval and any disclosed additional cost. A later request may be treated as a cancellation under the applicable cancellation schedule.

QOS will initiate an approved refund within 7 to 14 business days after confirming the customer’s entitlement and the refundable amount. Refunds will be returned through the original payment method and in the original transaction currency where reasonably possible. For cryptocurrency payments, the refund will be based on the same cryptocurrency amount and transaction value originally received and recorded by QOS, subject to unavoidable blockchain network or payment-provider charges and mandatory law.

Service changes and availability

Images, descriptions and examples on the website are illustrative. Specific models, vessels, rooms, aircraft, venues, personnel and features are subject to availability and confirmation. QOS may offer a reasonably equivalent alternative where the confirmed option becomes unavailable. A material substitution requires the customer’s approval unless an immediate safety or operational decision is necessary.

Complaints and service problems

The customer should report a problem promptly so QOS and the provider have a reasonable opportunity to address it. Complaints should be sent to info@qosconcierge.com with the booking reference, relevant facts and supporting material. QOS will coordinate with an independent provider but does not automatically assume the provider’s operational liabilities.

Liability

QOS is responsible for performing its own concierge and coordination services with reasonable care. Independent providers are responsible for performing their underlying services. To the extent permitted by law, QOS is not responsible for an independent provider’s acts, omissions, delay, insolvency, equipment, personnel or safety decisions where QOS exercised reasonable care in arranging the booking.

QOS does not exclude or limit liability where exclusion is prohibited by UAE law, including liability arising from fraud, wilful misconduct or any mandatory consumer right. Subject to those mandatory rights, QOS is not liable for indirect or consequential loss, loss of profit, business interruption or loss arising from inaccurate customer information, customer misconduct or failure to meet travel or eligibility requirements.

Events outside reasonable control

QOS and providers may be unable to perform because of severe weather, authority restrictions, closure of ports or airspace, civil emergency, natural disaster, labour disruption, technical safety restrictions or another event beyond reasonable control. QOS may arrange a substitute, reschedule the service or offer credit or a refund in accordance with recoverable amounts and mandatory law. Safety decisions made by a captain, pilot, operator, venue or competent authority are final.

Website and intellectual property

The website and its original text, branding, design and content are owned by or licensed to QOS. Customers may use the website for personal booking purposes only. Third party names, marks and content remain the property of their owners. No website content may be copied, sold, republished or commercially exploited without permission.

Privacy

QOS processes personal data in accordance with the Privacy Policy and applicable UAE data protection law. Booking a service authorises QOS to share necessary information with the relevant providers, payment processors and professional advisers for booking fulfilment and legal compliance.

Governing law and courts

These Terms, the Booking Conditions and any non-contractual obligations arising from them 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 any mandatory consumer forum or jurisdiction that cannot lawfully be excluded.

General provisions

If a provision is invalid or unenforceable, it will be limited or removed only to the extent necessary and the remaining provisions will continue. A delay in enforcing a right is not a waiver. QOS may update these Terms for future bookings by publishing a revised effective date. Changes do not retrospectively alter a confirmed booking unless agreed or required by law.

Contact

Questions about these Terms may be sent to info@qosconcierge.com or raised by telephone or WhatsApp at +971 54 773 0155.