Koncierge Collective

legal · terms and conditions

Terms and Conditions

These Terms and Conditions (“Terms”) govern your use of the services provided by Koncierge Collective, LLC, a Texas limited liability company, doing business as Koncierge Collective (“we,” “us,” “our”). By engaging our services, accessing our website, scanning a partner hotel’s access code, or confirming a request, you agree to these Terms. Please read them carefully.

Effective: June 4, 2026

By accessing the website, mobile application, text messaging platform, or any electronic service provided by Koncierge Collective, you consent to transact electronically and agree that electronic signatures, records, notices, and communications satisfy any legal requirement that such communications be in writing.

who we are

A facilitator, not the service provider.

Koncierge Collective is a premium remote lifestyle curator service. We act as a facilitator and intermediary between guests, hotels, and third-party service providers. We do not own, operate, or control hotels, restaurants, transportation providers, spas, or experience vendors. Our role is to arrange and coordinate services on your behalf, through our lifestyle curators. The services themselves are delivered by independent third parties operating under their own terms and conditions.

eligibility

Who may use the service.

Our services are available to adults 18 years of age or older who are residents of the United States. You may access Koncierge Collective as a guest at a participating partner hotel or as a direct member. Our services are offered in the United States only.

By using the services, you represent and warrant that all information provided is accurate and that you have authority to authorize reservations, purchases, bookings, and payment transactions requested through the platform.

hotel partners and your engagement

An independent, third-party relationship.

Where Koncierge Collective is offered through a partner hotel, we operate as an independent third-party service provider. No employment, joint venture, or agency relationship is created between Koncierge Collective and the hotel. A hotel may present our services as “dedicated lifestyle curator support” or a “guest experience partner,” but that branding does not imply hotel employment or hotel-direct responsibility for service outcomes.

Koncierge Collective is responsible for guest communication, coordination, and third-party vendor bookings. The hotel remains responsible for your accommodation, check-in and check-out, and on-site service delivery. Even when our services appear within a hotel’s branding, your agreement is with Koncierge Collective and not with the hotel, and all reservations and bookings are fulfilled by independent third-party vendors operating under their own terms and conditions.

services and fees

What we offer and what we charge.

Our service is built around three offerings. Signature is our baseline service, billed as a nightly access fee for each night of your engagement. Pre-Arrival Planning is an add-on to Signature, for clients who want help coordinating their stay in advance; it is billed as a flat per-stay fee in addition to the Signature nightly access fee. After-hours assistance is available to all guests and carries an activation fee, disclosed to you before the session begins. Each after-hours activation is separate; a new after-hours request made after a prior one has been completed carries its own activation fee.

Luxe planning is an add-on for larger, more involved coordination, such as special occasions or proposal planning, rather than routine single requests like a dinner reservation or transportation booking. It is available only to clients already engaged with Signature or Pre-Arrival Planning. Luxe planning is quoted and confirmed in writing in advance and is billed as a separate flat planning fee, in addition to the Signature nightly access fee (and any Pre-Arrival Planning fee, where applicable).

Fees are disclosed at the time of service confirmation. Depending on your engagement, charges may include the Signature nightly access fee, the Pre-Arrival Planning per-stay fee, Luxe planning fees, the after-hours activation fee, pass-through costs for third-party bookings, and any applicable taxes, gratuities, or service charges required by a vendor or venue. All charges are itemized and disclosed to you before confirmation. You will not be charged for any item you have not approved.

no guarantee

Reasonable efforts, not guaranteed outcomes.

While we use reasonable efforts to secure your requests, we do not guarantee:

Where a request cannot be fulfilled, we will make reasonable efforts to offer an alternative.

communication and messaging consent

How we may reach you.

By providing your mobile number or opting in, you consent to receive messages from Koncierge Collective related to your engagement, including coordination of your requests, booking confirmations, service updates, and responses to your inquiries, sent via SMS, iMessage, WhatsApp, email, and in-app or website messaging.

Message frequency varies based on your activity and requests. Message and data rates may apply, depending on your mobile carrier and plan.

You can opt out of text messages at any time by replying STOP to any message, after which we will send a single confirmation that you have been unsubscribed. Reply HELP for assistance, or contact us at KC@konciergecollective.com. Please note that some messages are necessary to coordinate an active engagement, and if you opt out we may be unable to fulfill certain requests.

Mobile carriers are not liable for delayed or undelivered messages. We send promotional or marketing messages only with your separate consent, and that consent is not a condition of using our services. How we handle the information in your communications is described in our Privacy Policy.

payment authorization and consent

What you are authorizing.

By engaging Koncierge Collective and confirming a service request, you authorize Koncierge Collective, LLC (“we,” “us,” “our”) to charge your designated payment method for all fees associated with your engagement: the Signature nightly access fee for each night of your engagement; the Pre-Arrival Planning per-stay fee, where you have engaged that add-on; any Luxe planning fees quoted and confirmed in writing in advance; the after-hours activation fee, where applicable; pass-through costs for third-party reservations, bookings, experiences, or goods arranged on your behalf; and any applicable taxes, gratuities, or service charges required by the vendor or venue. All charges are itemized and disclosed to you before confirmation, and you will not be charged for any item you have not approved.

How we store and protect your information.

Payment information is collected and processed through Stripe, a PCI-DSS Level 1 certified payment processor. Koncierge Collective does not store your full card number, CVV, or banking credentials on our systems at any time. By providing your payment information, you consent to its transmission to and storage by Stripe in accordance with Stripe’s Privacy Policy and Terms of Service.

Recurring and future charges.

Your authorization covers charges arising from your current engagement only. We will not charge your payment method for future stays or engagements without obtaining fresh authorization at the time of each new engagement. If you choose to retain your payment method on file for convenience across multiple stays, you will be notified before any charge is processed and will have the opportunity to confirm or update your payment details.

Your right to withdraw consent.

You may withdraw payment authorization at any time by contacting us in writing. Withdrawal of authorization does not affect charges already incurred for services rendered or bookings already confirmed. Outstanding balances remain due regardless of authorization withdrawal.

cancellation, refunds, and disputes

A per-engagement model.

Koncierge Collective operates on a per-engagement basis. Each engagement carries its own authorization, and you are not enrolled in a recurring subscription. Because there is no ongoing membership, there is nothing to cancel between engagements; you simply choose whether to engage us again, with fresh authorization, at the time of a future stay or request.

How to cancel a request.

All cancellation requests must be submitted in writing, by SMS or email, to your lifestyle curator; verbal requests are not accepted, and the cancellation date is the date and time your written notice is received. A request may be cancelled before the underlying booking is confirmed without charge from us. Once a third-party booking is confirmed, cancellation is handled case by case under the vendor or venue’s own policy, any vendor cancellation fees pass through to you, and we will tell you the applicable policy at the time of booking. We will use reasonable efforts to cancel or modify a confirmed booking where the vendor’s terms permit, but we are not liable for any fees, forfeitures, or non-refundable costs that result.

Changes and out-of-scope requests.

If you request changes to the scope of a Luxe planning engagement after the quote has been confirmed, or request services that fall outside your engaged service or confirmed Luxe scope, additional costs may apply. Any change that affects the total will be communicated to you in writing, and your approval of the revised quote is required before additional work proceeds.

When fees are refundable.

The Signature nightly access fee and the Pre-Arrival Planning per-stay fee are non-refundable once your engagement has commenced, meaning once we begin coordinating or fulfilling a request on your behalf. Luxe planning fees are non-refundable once planning work has begun, as defined by our written confirmation of the agreed scope; before then, a Luxe engagement may be cancelled without charge. Pass-through costs for third-party reservations, bookings, experiences, or goods are subject to the vendor or venue’s own cancellation and refund policy, which we communicate at the time of booking.

Once after-hours assistance has been activated, the activation fee is committed, though the session may be closed at any time once your need has been met. If a lifestyle curator fails to respond within fifteen minutes of activation, that activation fee is refundable.

Where Koncierge Collective declines or discontinues service for reasons unrelated to your request, prepaid fees are refunded at our discretion on a pro-rated basis. Where a decline results from a request falling outside the scope described in the Right to Refuse Service section, prepaid service fees are non-refundable.

Billing concerns.

If you believe a charge has been applied in error, please contact us directly at KC@konciergecollective.com before initiating a chargeback with your card issuer. We are committed to resolving billing questions promptly and directly, and most concerns are resolved quickly once we have the details.

limitations of liability

The extent of our responsibility.

To the maximum extent permitted by law:

Maximum liability.

To the fullest extent permitted by law, Koncierge Collective’s total cumulative liability arising from or relating to any engagement, booking, request, or use of the services shall not exceed the greater of (a) Five Hundred Dollars ($500.00) or (b) the total amount paid by the guest to Koncierge Collective during the six (6) months preceding the event giving rise to the claim.

our standard

Discretion, legality, and trust.

Koncierge Collective operates within a clearly defined standard of discretion, legality, and trust. Requests that fall outside this standard will not be fulfilled. This standard applies equally to what we ask of our hotel partners and vendor network.

right to refuse service

When we may decline.

Koncierge Collective reserves the right to decline, limit, or discontinue service to any guest at any time, at our sole discretion, without obligation to provide a reason.

Requests will not be fulfilled where they involve illegal activity of any kind; services that require unlicensed, unregulated, or unauthorized conduct; actions that could compromise the safety, wellbeing, or dignity of any person; conduct inconsistent with the standards of the hotels, venues, or vendors with whom we work; or circumstances in which fulfillment would place Koncierge Collective, its team members, or its partners in a position of legal, ethical, or reputational risk.

Where a request is declined, we will make reasonable efforts to suggest an alternative where one exists. A decline does not affect access to other services available during the same engagement unless the nature of the request warrants a broader determination.

Prepaid service fees are non-refundable where a decline results from a guest’s request falling outside the scope described above. Where the decline originates with Koncierge Collective for reasons unrelated to the guest’s request, fees will be refunded at our discretion on a pro-rated basis. This policy applies equally to all guests regardless of service level, engagement, or prior relationship with Koncierge Collective.

what we do not do

Firm limits.

These are firm limits. No exception is made regardless of how a request is framed.

privacy

How we handle your data.

We collect and use your information solely to deliver and coordinate the services you request. We do not sell guest data. A full description of what we collect, how we use it, who processes it on our behalf, and your rights is set out in our Privacy Policy.

service modifications

Changes to our offerings.

Koncierge Collective reserves the right to modify service offerings, adjust pricing structures, update vendor partnerships, suspend service in specific regions or properties, and suspend or remove guests from the service.

force majeure

Events beyond our control.

Koncierge Collective shall not be responsible for delays, cancellations, interruptions, or failures caused by events beyond its reasonable control, including acts of God, weather events, transportation disruptions, labor shortages, governmental actions, pandemics, utility outages, internet failures, vendor failures, or other unforeseen events.

goods, promotions, and geographic scope

A few clarifications.

Koncierge Collective arranges services and experiences; we do not sell physical goods, so no product return policy applies to our own fees. Any physical goods obtained through a third-party vendor on your behalf are subject to that vendor’s return policy, which we will communicate at the time of booking.

No promotional offers are active at launch. Any future promotion will be governed by its own posted terms at the time it is offered.

Our services are offered in the United States only. We do not export goods, and no export restrictions apply to our services.

governing law and dispute resolution

Texas law.

These Terms are governed by the laws of the State of Texas, without regard to its conflict-of-laws principles. For any matter not subject to arbitration under this section, you and Koncierge Collective consent to the exclusive jurisdiction of the state and federal courts located in Texas.

Let us try to resolve it first.

If you have a concern or dispute, please contact us first at KC@konciergecollective.com so we can work toward a prompt, direct resolution. Most matters are resolved quickly this way. If we cannot resolve it within 30 days, either of us may proceed under the arbitration agreement below.

Binding individual arbitration.

You and Koncierge Collective agree that any dispute arising out of or relating to these Terms or our services that is not resolved informally will be resolved by binding, individual arbitration rather than in court, except for the matters described under “Exceptions” below. Arbitration will be administered by the American Arbitration Association (“AAA”) pursuant to its Consumer Arbitration Rules then in effect, and will take place in Texas or by remote means. The Federal Arbitration Act governs this agreement to arbitrate. The arbitrator’s decision is final and binding, subject only to the limited review allowed by law.

Class action waiver.

You and Koncierge Collective agree that each may bring claims against the other only in an individual capacity, and not as a plaintiff or class member in any purported class, collective, consolidated, or representative proceeding. The arbitrator may not combine more than one person’s claims or preside over any class or representative proceeding.

Exceptions.

Either party may bring a qualifying individual claim in small claims court instead of arbitration, and either party may ask a court for injunctive or other equitable relief to protect its intellectual property or confidential information. These matters are not subject to the arbitration requirement.

Your right to opt out.

You may opt out of this arbitration agreement and class action waiver by sending written notice to KC@konciergecollective.com within 30 days of first accepting these Terms, stating your name and that you opt out of arbitration. Opting out will not affect any other part of these Terms, and you will keep the right to bring disputes in court. If the class action waiver is found unenforceable, any claim subject to class treatment will proceed in court rather than in arbitration.

changes to these terms

How we update this document.

We may update these Terms from time to time. When we make material changes, we will update the effective date below and, where appropriate, provide notice through our website or direct communication. Your continued use of the service after an update constitutes acceptance of the revised Terms.

contact and customer service

How to reach us.

Email: KC@konciergecollective.com
Text (SMS): (888) 396-9369
Phone: (888) 396-9369
Mailing address: 14700 Marsh Lane Apt 312, Addison, TX 75001

Our lifestyle curators operate from 6:00 a.m. to 11:00 p.m. Eastern Time, with after-hours assistance available to all guests. During operating hours, we aim to respond within 5 minutes. Accessibility-related inquiries are answered within two business days.

Effective Date: June 4, 2026. This page is provided for transparency and is not legal advice.