Terms of Service.

Welcome to Insiders Concierge. These Terms & Conditions (“Terms”) are designed to be clear and client-friendly while protecting everyone involved. By engaging our services or using our website, you agree to the Terms below, together with any supplier or venue rules that apply to your booking.

1. Our Services

Insiders Concierge curates and arranges lifestyle and travel experiences—such as reservations, event access, accommodation, transportation, wellness, private dining, and on-trip concierge (“Digital Butler”) support. We act as an intermediary between you and third-party providers (the “Suppliers”). Supplier terms apply in addition to these Terms..

2. Payments, Deposits & Pricing

  • Confirmation: A booking is confirmed once payment has cleared and you receive written confirmation from us.

  • Deposits: High-demand services (e.g., villas, yachts, special events) may require a 30–50% deposit to secure availability. Remaining balances follow the Supplier’s policy.

  • Currency: Quotes default to THB (Thai Baht). Other currencies are available upon request; quoted rates include exchange and processing fees.

  • Methods: We accept bank transfer, Wise, and cash.

  • Retainers (by agreement): In select cases, you may place a retainer from which Supplier costs and Insiders Concierge service fees are deducted. Any unused balance is returned subject to Supplier policies, processing fees, and any outstanding charges. A reconciliation statement can be provided upon request.

  • Pricing: Quotes may reflect taxes, exchange rate movements, and Supplier changes prior to payment clearing.

3. Booking Lead Times

To secure the finest options:

  • Villas & private residences: please book ≥ 1 month in advance (especially in peak seasons).

  • Events, nightlife & private dining: ideally ≥ 2 weeks in advance.

  • Last-minute requests: we will always try our best, but availability may be limited.

4. Cancellations, Refunds & Credits

  • Non-refundable: Most bookings are strictly non-refundable due to Supplier policies (including event tickets, villas, and last-minute experiences).

  • Exceptions: Where your booking did not require us to pay any Supplier deposit, we may, at our discretion, issue a partial refund or a credit.

  • Credits: When offered, credits are valid for 12 months from the issue date and are non-transferable unless stated otherwise. There are no blackout periods, but credits are subject to availability and seasonal pricing; any difference in price is payable by the client.

  • Service fees: Our concierge/itinerary design and online butler service fees are non-refundable. These fees may vary by destination, group size, and trip duration.

  • Chargebacks: If a chargeback is initiated contrary to these Terms, you agree to cover any reasonable costs we incur responding to it.

5. Client Responsibilities

To help us deliver smoothly, you agree to:

  • Provide accurate details (names, dates, preferences, passport/visa data, dietary needs).

  • Hold valid passports/visas/permits and meet entry or health requirements.

  • Maintain appropriate travel/health insurance for your trip. If you ask us to help source insurance, an additional service fee applies.

  • Respect venues, properties, communities, and local laws. You are responsible for any damages, fines, or extra charges arising from your conduct (or your party’s conduct).

6. Changes, Availability & Force Majeure

  • Supplier changes: Suppliers may alter schedules, inclusions, or pricing. Where possible, we will seek an equivalent or better alternative and keep you informed.

  • Events beyond control: We are not responsible for delays, cancellations, or losses caused by events outside our reasonable control, including weather, strikes, pandemics/epidemics, governmental actions, or other force majeure circumstances.

7. Our Role & Liability

  • Intermediary: We curate and arrange experiences but do not directly provide Supplier services. We are not liable for acts/omissions of Suppliers.

  • Limitation: To the fullest extent permitted by law, our total liability in connection with any booking is limited to the concierge/service fees you paid to Insiders Concierge for that booking.

  • Non-excludable rights: Nothing in these Terms limits rights that cannot legally be excluded.

8. Privacy & Data Protection

We use your personal information to plan and fulfil your bookings and to deliver our services. We share data only as needed with Suppliers and trusted processors (e.g., communications, payments, scheduling). For full details, please see our Privacy Policy.

9. Website & Communications

  • Content & IP: Site content is provided for personal, non-commercial use and is owned by or licensed to Insiders Concierge.

  • Accuracy: While we strive for accuracy, information is subject to change.

  • Electronic notices: You consent to receive communications electronically (email/WhatsApp/messages) for booking and service purposes.

10. Governing Law & Disputes

These Terms & Conditions are governed by the laws of Thailand. However, as we serve clients worldwide, we encourage resolving any issues with us directly and amicably before considering legal proceedings. If court proceedings arise, the courts of Thailand have non-exclusive jurisdiction.

11. Changes to These Terms

Insiders Concierge reserves the right to modify these Terms & Conditions at any time. Changes take effect when posted on our website or otherwise communicated to you. Your continued use of our services after any change constitutes acceptance of the updated Terms.