Terms and conditions

1. About these terms

These terms apply to this website and to general concierge arrangements made under the name Phuket Holiday Concierge. Specific quotations, confirmations and supplier terms may add to or replace parts of these general terms for a particular booking.

By using the website or asking us to arrange a service, you confirm that you have read and understood the terms relevant to that stage of the relationship.

2. Our role

We provide local concierge support and help identify, coordinate and communicate arrangements with independent providers such as villa managers, yacht operators, drivers, guides, chefs, restaurants, wellness practitioners and activity companies.

The written confirmation will identify, where relevant, whether a service is supplied by us or by an independent provider and whether payment is made to us or directly to that provider. Independent providers may apply their own contracts, waivers and operating rules.

3. Website information

Website descriptions, photographs, indicative routes and examples are provided for general guidance. Availability, inclusions, facilities, timing, prices, access and operating conditions can change. A website page does not amount to a live offer or guarantee.

We take reasonable care with published information but ask guests to rely on the details supplied in the current quotation and confirmation for their booking.

4. Enquiries and quotations

Please provide accurate dates, guest numbers, ages where relevant, contact details, preferences, budget guidance and any dietary, medical, mobility or safety information needed to assess suitability.

Unless stated otherwise, a quotation is provisional, subject to availability and open only for the period shown. Currency movements, taxes, supplier rates and availability may change before confirmation.

5. Confirmation and payment

The confirmation will state the selected service, price, currency, inclusions, exclusions, payment schedule and any supplier conditions made available to us. A deposit or full payment may be non-refundable once the supplier commits resources or rejects other work.

Guests are responsible for bank, card, conversion and intermediary charges unless the written quotation says otherwise. Late payment may cause an option or booking to lapse.

6. Changes requested by the guest

We will try to assist with reasonable change requests, but changes remain subject to availability and provider approval. A change may alter price, timing, route or cancellation position and may incur administrative or supplier charges.

7. Cancellation and refunds

The cancellation and refund rules supplied with the quotation or confirmation control the booking. Different components of an itinerary may have different deadlines and refund positions.

A cancellation is effective when received through the stated contact channel. Refunds, where due, may be reduced by non-recoverable supplier charges, payment fees or work already performed, to the extent permitted by applicable law.

8. Provider changes, weather and safety

Marine, weather, traffic, maintenance, staffing, access, safety and regulatory conditions can require a provider to change timing, route, vessel, venue or programme. Safety decisions made by a captain, driver, guide, venue, practitioner or competent authority must be followed.

Where a material change occurs, the remedies available depend on the provider terms, the reason for the change and applicable law. We will assist with communication and reasonable alternatives where possible.

9. Guest responsibilities

• Check names, dates, locations, inclusions and instructions promptly after confirmation.
• Hold valid passports, visas, insurance, licences and permissions needed for the journey or activity.
• Arrive on time and follow reasonable safety, conduct, dress and property rules.
• Disclose relevant allergies, health, pregnancy, mobility, swimming or participation limitations before confirmation.
• Supervise children and guests who require assistance.
• Respect local law, communities, property, wildlife and marine environments.

10. Travel insurance

Guests should arrange appropriate travel insurance covering medical treatment, evacuation, cancellation, delay, activities, valuables and other material risks. Insurance is not included unless expressly stated.

11. Complaints and problems during a service

Please report a problem promptly to the provider and to us so there is a reasonable opportunity to investigate and assist. Keep relevant messages, photographs and receipts. Delayed reporting may limit the practical remedies available.

12. Liability and mandatory rights

Nothing in these terms excludes or limits liability that cannot lawfully be excluded, including mandatory consumer rights. Subject to those rights, each independent provider is responsible for performing the service it supplies under its own terms.

We are responsible for exercising reasonable care in the concierge services we agree to provide. We are not responsible for loss caused by inaccurate guest information, failure to follow instructions, events beyond reasonable control or an independent provider’s act where the law does not make us responsible for that provider.

13. Acceptable website use and intellectual property

You may use the website for personal, lawful travel research and enquiries. You must not misuse forms, interfere with security, introduce malicious code, scrape the site at scale, impersonate another person or use content in a misleading or unlawful way.

Site text, branding, layouts and original media are protected by applicable intellectual-property law. Limited personal viewing does not transfer ownership or permit commercial reuse.

14. External links and privacy

External websites and messaging services apply their own terms and privacy practices. Our Privacy Policy explains how we handle information received through this website and our concierge communications.

15. Governing law, changes and contact

Unless written booking terms state otherwise, these general terms are governed by the laws of Thailand. This does not remove any mandatory consumer protection that applies to you and cannot lawfully be excluded.

We may update these terms when services, suppliers, technology or legal requirements change. The current version and revision date will remain on this page.

Questions or complaints: [email protected]