1. Services

1.1 Details of the current and up to date charges are available on the TRB Concierge Services web site and/or in writing to the client/member.
1.2 The charges levied by TRB Concierge Services will be in accordance with the published charges or by a quote in writing. No variation to the published charges will be binding unless agreed in writing by TRB Concierge Services.
1.3 TRB Concierge Services’ standard charges are based on work carried out from Monday to Friday between the hours of 8.00am and 6.00pm. Any work carried out by TRB Concierge Services outside these hours may be charged at a higher rate, but will be previously agreed between the client and TRB Concierge Services.
1.4 TRB Concierge Services reserves the right to charge the client for reasonable travel time and expenses for work undertaken outside the TRB Concierge Services business area. TRB Concierge Services will agree with the client/member that these charges will be levied prior to commencement of the work
1.5 TRB Concierge Services reserves the right to increase fees on an annual basis. When a fee increase takes place TRB Concierge Services will notify all active clients (with services within the last 60 days) in writing by mail, fax or email and the TRB Concierge Services web site will be updated accordingly. New fees will be effective 30 days after such notice has been given.
1.6 All Prepaid packages hours must be used within 30 days from the purchase date. Hours cannot be transferred to the next month. However, the hours can be gifted to friends or relatives within TRB Concierge Services service area to be used within the said 30 days.

2. Payment

2.1 Clients utilizing TRB Concierge Services’ package services will be invoiced and payment accepted prior to services commencing. All third party costs will be invoiced and payment expected at delivery of services, as agreed and defined at the time of joining.
2.2 Clients utilizing TRB Concierge Services’ On-demand service will make an initial payment equivalent to one hour of services to TRB Concierge Services prior to the commencement of any work. Additional charges will be invoiced and payment expected at delivery of services.
2.2 TRB Concierge Services’ payment terms are strictly 2 days upon receipt of invoice. This option can only be used with prior arrangements.
2.3 Payments can be made by cash, check, and credit card to client managers or TRB Concierge Services’ independent contractors. Checks must be made to Thomas R Bowman. Credit/debit card payments can be made via the TRB Concierge Services web site. Pay Pal charges may apply.
2.4 In the event that payment due to TRB Concierge Services is not received from the client within 7 days of the due date, TRB Concierge Services reserves the right to charge interest from the due date until the date of payment on any balance outstanding calculated at 2.0% above the prevailing reference rate. Interest will then apply before and after any court judgment until payment is received.
2.5 All third party supplier services will be invoiced and payment accepted by the third party supplier. The client admits that TRB Concierge Services is in no way liable for the actions, goods, products or services provided by the supplier or its employees and/or agents and admits that TRB Concierge Services is merely acting as a referral for the service.
2.6 In instances where TRB Concierge Services pays a supplier on behalf of a client or member, the client will be required to deposit a sum on account and in advance of any services. Additional amounts outstanding will be due immediately upon receipt of the supplier invoice. In these circumstances, the client admits that TRB Concierge Services is in no way liable for the actions, goods, products or services provided by the supplier or its employees and/or agents and admits that TRB Concierge Services is merely acting as a conduit for payment.

3. Cancellation

3.1 A client who orders the direct services of TRB Concierge Services may cancel those services and be entitled to a full refund if the client gives notice in writing at least 24 hours prior to commencement of the service via phone or voicemail.
3.2 In cases of cancellation where the client has not given the necessary notice, TRB Concierge Services reserves the right to charge a cancellation fee of 50% of the service charge.
3.3 A client may change the commencement date and time of TRB Concierge Services’ services without any penalty by giving at least 24 hours notice via phone or voicemail.
3.4 Where TRB Concierge Services has already commenced work, and the client wishes to cancel, the client will not be entitled to any refund and will be liable for payment for all work that has been carried out
3.5 Where a client cancels goods or services from a supplier partner, the client is bound by the terms and conditions of the supplier, in accordance with the provisions of clause 5 of these terms and conditions.
3.6 A party may terminate this agreement with immediate effect by written notice in the event of material breach of this agreement by either party. If such breach is capable of remedy, the failure to remedy the breach within 30 days (starting on the day after receipt of notice) giving details of the breach and requiring remedy to the breach and stating that a failure to remedy the breach may give rise to termination.

4. Termination of prepaid packages

4.1 Clients shall be entitled to terminate their prepaid packages by serving notice in writing to TRB Concierge Services.
4.2 The clients must give not less than 10 days notice of cancellation/termination.
4.3 Termination of prepaid packages may also take place if a breach in contract
4.4 No refunds will be given for termination of prepaid packages.

5. Web site

5.1 TRB Concierge Services will use all reasonable endeavors to ensure that the TRB Concierge Services web site and email system of TRB Concierge Services is accessible at all times however there may be times when due to circumstances beyond TRB Concierge Services’ control, or for maintenance purposes the web site and email system are unavailable. In these circumstances TRB Concierge Services cannot accept any responsibility for any loss or damage which clients or members may suffer as a result.
5.2 TRB Concierge Services will use all reasonable precautions to ensure that the TRB Concierge Services web site, email system and documentation which is sent to, or accessible by clients and members is free from viruses but TRB Concierge Services cannot guarantee that it will be completely free of viruses. TRB Concierge Services recommends that all clients and members maintain up to date virus protection software on their own computers as TRB Concierge Services cannot accept any responsibility for any loss or damage which clients or members may suffer as a result of a virus received from the TRB Concierge Services web site, links, email system or electronic documentation.
5.3 TRB Concierge Services adds links to its web site for other parties who are not supplier partners. Any such links are provided to assist clients, members and visitors of the TRB Concierge Services web site but the links may not have been vetted by TRB Concierge Services and TRB Concierge Services cannot accept any responsibility for the information contained in the third party sites and neither can we warrant that it is virus free. The inclusion of such links on the TRB Concierge Services web site does not mean that TRB Concierge Services endorses the web site or company.
5.4 Hypertext sites included on TRB Concierge Services web site are provided for convenience and information only and we do not necessarily endorse them. We do not control, monitor or verify the content of third party sites and are not liable to content of the sites

6. Confidentiality

6.1 TRB Concierge Services is committed to protecting the privacy of its clients and members and will handle all information which it receives from clients and members in accordance with the applicable Data Protection legislation
6.2 For further information about our confidentiality please see our privacy statement.

7. Complaints Policy

7.1 TRB Concierge Services will use all reasonable endeavors to respond to complaints received in writing from members in accordance with the following procedure.
7.2 All complaints must be submitted to TRB Concierge Services in writing or email within 5 days of the event or action giving rise to the complaint occurring.
7.3 Complaints will be acknowledged within 2 working days
7.4 TRB Concierge Services will carry out an investigation and respond to the member in writing within 14 working days of acknowledging the complaint outlining the next steps and what action may or may not be taken.
7.5 If the complaint concerns the conduct, goods or services of a supplier or other third party, the client/member should write directly to the supplier and send a copy of the complaint to TRB Concierge Services.
7.7 TRB Concierge Services cannot take responsibility for the actions, goods or services provided by suppliers and their employees, but TRB Concierge Services will do its utmost to help resolve issues where possible. In such cases, the client hereby authorizes TRB Concierge Services to request information concerning the goods, service, product transaction or event which forms the basis of the complaint from the supplier and the client/member hereby authorizes the supplier to release the information to TRB Concierge Services.

8. Force majeure

8.1 A “force majeure” event means an event beyond the reasonable control of either party including without limitation a strike, lock-out, labor dispute, act of God, War, civil commotion, malicious damage, compliance with a law or government order, rule, regulation or direction, accident, breakdown of plant or machinery, fire, flood, storm and other circumstances affecting the supply of goods and services
8.2 Neither party to this Agreement shall be responsible to the other party for any delay in performance or non performance due to a force majeure event. On occurrence of a force majeure, TRB Concierge Services shall inform you in writing that the event has delayed or prevented its performance under this agreement and thereafter shall take action within its power to comply with the terms of this Agreement as fully and as promptly as reasonably possible.

9. Supplier Partners

9.1 TRB Concierge Services will use all reasonable endeavors to source suitable service professionals to meet a client’s request.
9.2 TRB Concierge Services will use its best endeavors to ensure that all companies referred by TRB Concierge Services are reputable offering quality and value to their customers
9.3 TRB Concierge Services uses all reasonable endeavors to monitor the goods and/or services provided by supplier partners but TRB Concierge Services cannot accept responsibility for any loss, liability or cost incurred by a client as a result of any acts or omissions of supplier partners nor can TRB Concierge Services guarantee the accuracy of information supplied to clients by supplier partners. No guarantees can be given on behalf of any supplier partners.
9.4 Clients who purchase goods or services from supplier partners’ contract direct with the supplier partner on such terms as negotiated between client and supplier partner. In some circumstances TRB Concierge Services may be required to act as a conduit for payment to a supplier on behalf of a client but unless expressly agreed in writing, under no circumstances will TRB Concierge Services be a party to any contract for the goods and/or services provided by the supplier partner to the client.
9.5 TRB Concierge Services is not responsible for any losses or damage which a member may suffer as a result of the actions of a supplier partner except as required by law
9.6 It is the responsibility of the client and supplier partner to communicate and agree the terms and conditions of business, method of work, working times and payment rates, cancellation and refund policy that will apply to any transaction between a client and a supplier partner.
9.7 In the event that TRB Concierge Services does not have a supplier on its database to carry out a requested job or task, TRB Concierge Services will take reasonable steps to find another service professional and advise the client accordingly.