Terms and Conditions

1. INTRODUCTION

These Terms and Conditions (“Terms”) govern all services provided by Urban Butler Concierge Enterprise (“Urban Butler,” “we,” “us,” or “our”) to any individual or entity (“Client,” “you,” or “your”).

By booking a consultation, making any payment, or engaging Urban Butler in any capacity, you acknowledge that you have read, understood, and agreed to be bound by these Terms in full.

Urban Butler Concierge Enterprise is a registered business in Nigeria (Registration Number: 9426043), operating as a personal concierge and lifestyle management service based in Lagos, Nigeria.

2. NATURE OF SERVICES

2.1

Urban Butler provides concierge, advisory, coordination, and lifestyle management services. We act as a facilitator and coordinator, not a direct provider of third-party services.

2.2

Services may include, but are not limited to:

• Travel and experience planning
• Vendor sourcing and coordination
• Reservations and bookings
• Itinerary design and management
• Event and occasion coordination

2.3

All services are delivered based on information provided by the Client and are subject to availability, vendor capacity, and timing constraints.

2.4

Any service, request, or deliverable not explicitly agreed in writing is considered outside scope and may attract additional fees or be declined.

3. CONSULTATION & ONBOARDING

3.1

A non-refundable consultation fee of ₦10,000 is required prior to any advisory, planning, or coordination (excluding À La Carte requests where applicable).

3.2

The consultation includes:

• Client intake and profiling
• Understanding preferences, expectations, and constraints
• Preliminary advisory and service direction

3.3

The consultation fee is deductible from the total service fee if the Client proceeds.

3.4

The consultation fee secures Urban Butler’s time, expertise, and preparation, and is non-refundable regardless of outcome.

4. FEES, PAYMENTS & COST STRUCTURE

4.1

Urban Butler operates a full upfront payment model for all service fees.

4.2

No planning, coordination, vendor engagement, or booking will commence until payment has been received and confirmed.

4.3

Service fees are separate from vendor costs, unless explicitly stated otherwise in writing.

4.4

The Client is solely responsible for funding:

• accommodation
• transportation
• activities
• vendor services

4.5

Urban Butler may require advance deposits for vendors, which must be paid promptly to secure bookings.

4.6

Failure to make timely payments may result in:

• loss of reservations
• changes in pricing
• inability to secure preferred vendors

Urban Butler bears no responsibility for such outcomes.

4.7

All payments must be made to official Urban Butler channels only. Payments made elsewhere are at the Client’s risk.

5. SERVICE COMMENCEMENT & WORK PRODUCT

5.1

Service is deemed to have commenced upon any of the following:

• Consultation has taken place
• Research, planning, or itinerary development has begun
• Vendor contact or booking attempts have been initiated

5.2

All work performed up to the point of cancellation is considered billable and non-reversible.

6. MINIMUM NOTICE & TIMELINES

6.1

Urban Butler requires reasonable notice to deliver quality outcomes:

• À La Carte: Same-day to 24 hours
• Starter / Essential: Minimum 24 hours
• Butler Experience: Minimum 4 days (7 days strongly recommended)

6.2

Requests made below recommended timelines:

• may incur urgency fees
• may have limited options
• may be declined entirely

6.3

Urban Butler does not guarantee availability of specific vendors, venues, or experiences.

7. CANCELLATION POLICY

7.1

All cancellations must be submitted in writing.

7.2

Consultation fees are strictly non-refundable.

7.3

If cancellation occurs before service commencement, Urban Butler may, at its sole discretion, issue a partial refund of up to 70% of the service fee.

7.4

If cancellation occurs after service commencement, no refund will be issued.

7.5

Where vendors have been engaged:

• vendor cancellation policies will apply
• Urban Butler does not control vendor refund decisions

7.6

Urban Butler may assist in recovery efforts but:

• does not guarantee success
• may deduct administrative handling fees from recovered funds

7.7

Urban Butler reserves the right to terminate services where:

• the Client is uncooperative, abusive, or unresponsive
• inaccurate or misleading information is provided
• fulfillment becomes impractical or compromised

Refunds in such cases, if any, are determined at Urban Butler’s sole discretion.

8. REFUNDS & SERVICE OUTCOMES

8.1

Urban Butler does not guarantee subjective satisfaction, only professional coordination and execution.

8.2

Refunds apply only where:

• a service paid for was not delivered at all
• failure is directly attributable to Urban Butler

8.3

No refunds will be issued for:

• changes of mind
• dissatisfaction with third-party vendors
• unmet personal expectations where services were delivered as agreed

8.4

Refund requests must be submitted within 48 hours of the service date.

9. THIRD-PARTY VENDORS & LIABILITY

9.1

Urban Butler engages third-party vendors on behalf of Clients.

9.2

The Client acknowledges that:

• vendors operate independently
• Urban Butler does not control vendor operations

9.3

All vendor services are considered contracts between the Client and the vendor, whether or not Urban Butler facilitates the booking.

9.4

Urban Butler is not liable for:

• vendor delays
• cancellations
• quality of service
• accidents, damages, or losses

9.5

Urban Butler will act as a coordinator and advocate, but does not guarantee vendor performance.

10. NON-CIRCUMVENTION & PROPRIETARY NETWORK

10.1

All vendors, contacts, and sourcing methods are proprietary to Urban Butler.

10.2

Clients agree not to:

• directly engage
• solicit
• bypass

any vendor introduced by Urban Butler for a period of 6 months following service completion.

11. CLIENT RESPONSIBILITIES

The Client agrees to:

• 11.1 Provide accurate, complete, and timely information
• 11.2 Respond to communications within reasonable timeframes
• 11.3 Make decisions promptly to avoid delays
• 11.4 Maintain respectful and cooperative communication

11.5

Acknowledge that:

• delays, indecision, or lack of responsiveness may affect outcomes
• Urban Butler is not responsible for reduced quality caused by such delays

11.6

Additional revisions, scope changes, or new requests may:

• incur additional charges
• be scheduled separately
• or be declined

12. COMMUNICATION & AVAILABILITY

12.1

Urban Butler provides structured, high-touch support within professional boundaries.

12.2

The Client acknowledges that:

• 24/7 availability is not guaranteed
• response times may vary
• real-time support is not continuous

12.3

Priority or extended availability may be offered under specific service tiers where agreed.

13. CONFIDENTIALITY & DATA RETENTION

13.1

All Client information is handled with discretion.

13.2

Urban Butler may share necessary details with vendors strictly for service execution.

13.3

Urban Butler retains Client data, including:

• preferences
• booking history
• experience details

for future service delivery, personalization, and internal records.

13.4

Urban Butler may use anonymised experience data for marketing and operational purposes.

14. INTELLECTUAL PROPERTY

All itineraries, concepts, proposals, and planning materials remain the intellectual property of Urban Butler. Clients may not reproduce, distribute, or use such materials outside their personal use.

15. LIMITATION OF LIABILITY

15.1

Urban Butler’s total liability shall not exceed the service fee paid.

15.2

Urban Butler is not liable for:

• indirect or consequential losses
• emotional dissatisfaction
• missed expectations beyond agreed deliverables

15.3

Urban Butler is not responsible for force majeure events including:

• natural disasters
• government actions
• civil disruptions
• vendor insolvency

16. DISPUTE RESOLUTION

16.1

Parties agree to resolve disputes through good faith negotiation (14 days).

16.2

If unresolved, disputes proceed to mediation before legal action.

16.3

These Terms are governed by Nigerian law.

17. AMENDMENTS

Urban Butler reserves the right to update these Terms at any time. Continued engagement constitutes acceptance.

18. CONTACT

Urban Butler Concierge Enterprise
Email: urbanbutlerconcierge@gmail.com
WhatsApp: +234 802 784 3555
Address: 21 Benedict Square, Surulere, Lagos, Nigeria