Client Terms & Conditions

BigBirdLuxe Ltd ("BigBirdLuxe", "we", "us" or "our") operates as a luxury concierge and lifestyle services platform. We help clients explore selected services, partner inventory and curated opportunities, and may assist with enquiries, introductions, quotations, coordination, arrangements and bookings.

Depending on the relevant service and any applicable written agreement, BigBirdLuxe may act as a concierge, introducer, marketing partner or booking facilitator. Unless expressly agreed otherwise in writing, bookings, purchases, payments and the fulfilment of third-party products or services take place directly between the client and the relevant vendor, subject to the vendor's applicable terms and conditions. The vendor is responsible for supplying or fulfilling its products or services, as applicable.

BigBirdLuxe may assist in coordinating client requirements and facilitating communication between clients and vendors. Our specific role in a transaction will be explained before confirmation where relevant. Unless expressly agreed otherwise in writing, BigBirdLuxe does not itself own, operate or directly supply third-party products or services.

Nothing in these Terms, by itself, appoints BigBirdLuxe as your legal, financial, investment, tax, property, aviation or other regulated adviser, agent or fiduciary. BigBirdLuxe does not provide regulated advice unless separately authorised and expressly agreed to do so, where applicable.

Our services may include, without limitation:

• Private aviation, aircraft charter and related aviation services;
• Luxury residences, property searches, sales, rentals and real-estate opportunities;
• Luxury travel, hotels, resorts, accommodation and related arrangements;
• Luxury experiences, activities, events and hospitality;
• Fashion, accessories and other luxury products;
• Investment-related opportunities and introductions, where lawfully permitted;
• Lifestyle, concierge and other premium services; and
• Additional services introduced through our partner network from time to time.

Not every service will be available in every country or at every time. We may add, modify, suspend or discontinue services, subject to any existing confirmed contractual obligations and applicable law.

You must provide information that is accurate, complete and up to date, including relevant requirements, dates, destinations, budgets, passenger or guest details, property preferences, product choices and contact information. You should promptly tell us if any material information changes.

We may ask for additional information reasonably necessary to understand your requirements, obtain quotations, check availability, coordinate arrangements or facilitate fulfilment of your request. Submitting an enquiry does not guarantee availability, a quotation, acceptance by a vendor or confirmation of any booking or transaction. Any booking or transaction remains subject to the relevant vendor's confirmation and applicable terms and conditions.

To respond to or fulfil your request, we may share relevant information with selected partners, vendors, suppliers, operators, property owners, developers, agents, hotels, experience providers, brands, payment providers, technology providers and other parties whose involvement is reasonably necessary for the requested service.

We aim to limit sharing to information reasonably relevant to the particular request. The parties receiving information may process it under their own privacy notices and legal obligations. Our handling of personal data is explained further in the BigBirdLuxe Privacy Policy.

These Terms are not a blanket consent to every possible use of personal data. Where applicable law requires consent or another specific lawful basis, we will address that requirement separately. We do not intend to sell personal information as a standalone commercial product.

Many services and products are supplied by independent third parties. A partner and sub-partners may have separate terms, privacy information, eligibility rules, payment requirements, cancellation policies, warranties, delivery conditions and service limitations. You may need to accept those terms before proceeding.

Please review the applicable supplier terms before confirming a booking or transaction. If there is a conflict between these Terms and a specific written agreement for a transaction, the specific agreement will govern that transaction to the extent of the conflict, subject to applicable law.

Information shown on our website or communicated by us may be supplied by partners and may change. Prices, availability, specifications, dates, inventory, routes, property details, product descriptions and other information are subject to confirmation by the relevant supplier.

A listing, enquiry response or quotation is not necessarily a confirmed booking or offer capable of acceptance. A transaction is confirmed only when the applicable confirmation process has been completed, including any required supplier acceptance, documentation and payment. The confirmation will identify the relevant contracting party and material transaction terms where applicable.

BigBirdLuxe may receive commissions, referral fees, margins or other commercial remuneration from its partners or suppliers in connection with services or transactions facilitated through its platform. Any disclosure of such remuneration will be made where required by applicable law.

Unless expressly stated otherwise, quoted prices may exclude taxes, duties, delivery charges, booking or service fees, currency conversion costs and other applicable charges. The final amount payable, applicable currency and payment recipient will be communicated before the client commits to the relevant transaction.

Where payment is made directly to a third-party vendor, the vendor's applicable payment terms will apply, subject to applicable law. Currency exchange rates and any applicable conversion fees may vary before payment is processed.

Payment arrangements depend on the service and will be communicated before payment is requested. You may be required to pay BigBirdLuxe, the supplier or an authorised payment provider. Where you pay a third-party supplier directly, that supplier's payment terms apply.

Payments may be processed by third-party payment service providers under their own terms and privacy notices. You must use an authorised payment method and provide accurate billing information. Do not send full payment-card details through ordinary email or general enquiry forms.

Cancellation, amendment, refund, exchange, return and delivery conditions depend on the relevant service, product, supplier and transaction. Applicable conditions should be provided or made available before confirmation. Some bookings, products or services may be non-refundable or subject to supplier charges, to the extent permitted by law.

If you wish to request a change or cancellation, please contact BigBirdLuxe promptly using the contact details provided in these Terms and/or contact the relevant vendor or supplier directly, where their contact details have been provided. BigBirdLuxe may assist in communicating and coordinating your request with the relevant vendor or supplier, where appropriate. However, unless expressly agreed otherwise or required by applicable law, BigBirdLuxe cannot guarantee that a requested change, cancellation or refund will be approved by the vendor or supplier. Any applicable cancellation, refund, return or other rights under applicable law remain unaffected by this clause.

Private aviation requests may be subject to operator acceptance, aircraft and crew availability, operating permits, airport permissions, flight planning, safety requirements, weather, air traffic control and other operational constraints. The aircraft operator or relevant aviation provider is responsible for flight operations, crew, aircraft operation, safety and regulatory compliance, subject to the applicable contract and law.

Aircraft, schedules, routes and operational arrangements may change where necessary or permitted by the applicable booking terms. A charter enquiry or indicative quote is not a confirmed flight. The operator, contracting party, price, payment schedule, cancellation conditions and other material terms should be confirmed in the relevant transaction documents.

Property information, prices, availability, specifications, tenure, completion dates, rental terms, yields and other details may be provided by property owners, developers, agents or partners and may change. The relevant seller, landlord, developer, agent or other provider is responsible for the underlying property offering and transaction documentation.

You should carry out independent due diligence and obtain independent legal, tax, financial and property advice before entering into a property transaction. BigBirdLuxe does not provide valuation, legal, tax, financial or investment advice unless expressly agreed in writing and lawfully authorised.

Travel, hotel, resort and accommodation arrangements are subject to provider availability, booking rules, guest requirements, check-in conditions, travel documentation and the provider's terms and conditions. You are responsible for ensuring that you and any travellers have valid passports, visas, permits, insurance and other documents required for the journey, unless expressly agreed otherwise.

Travel schedules and services may be affected by carriers, accommodation providers, local authorities, weather, disruption or other circumstances. Supplier-specific rules and mandatory passenger or consumer rights continue to apply.

Experiences, events, activities and hospitality services may be subject to age limits, dress codes, health or safety requirements, participant rules, venue rules, ticket restrictions and provider terms. You must comply with the instructions and requirements communicated by the provider. Availability, timings and event details may change in accordance with the applicable terms and law.

Product descriptions, images, sizing, colours, stock, prices, delivery estimates and availability may be provided by brands or suppliers and may change. Unless expressly stated otherwise, the relevant supplier or seller is responsible for fulfilment, delivery, product warranties and after-sales support.

The applicable seller's terms will identify the seller and explain any relevant delivery, return, exchange, warranty and refund conditions. Nothing in these Terms excludes statutory consumer rights that apply to product purchases.

Any investment-related information or opportunity is provided for general information or introduction purposes unless expressly stated otherwise. It is not a personal recommendation, an offer to the public, or financial, investment, legal or tax advice. Investments can involve risk, including loss of capital, and past performance or indicative returns do not guarantee future results.

You should independently verify all information and obtain advice from appropriately qualified professionals before making an investment decision. Access to, promotion of or participation in any opportunity may be restricted by law, eligibility criteria or regulatory requirements. BigBirdLuxe will only undertake activities that it is lawfully permitted to undertake.

We or our partners may request identity, contact, source-of-funds, business, eligibility or other information where reasonably necessary for security, fraud prevention, sanctions screening, anti-money laundering, legal compliance or supplier requirements. We may decline, suspend or discontinue an enquiry or service where required by law, a supplier's rules or legitimate risk-management considerations.

We process personal information in accordance with applicable data protection laws, including the UK GDPR and the Data Protection Act, where applicable. The BigBirdLuxe Privacy Policy explains the categories of personal information we collect, the purposes and lawful bases for processing, how information is shared and retained, international transfers, your data protection rights and how to contact us about privacy matters.

Because BigBirdLuxe and its partners may operate internationally, personal information may be transferred to, stored in or accessed from other countries. Where required by applicable law, such transfers will be made in accordance with the relevant legal requirements, including applicable adequacy regulations or appropriate safeguards. Please consult the BigBirdLuxe Privacy Policy for further details.

We may send marketing communications only where permitted by applicable law and, where required, with your consent. You can opt out of marketing communications at any time using the unsubscribe method provided or by contacting us. Opting out will not prevent necessary service-related messages about an enquiry, booking or transaction.

We recognise that concierge requests may contain personal, private or commercially sensitive information and will take reasonable steps to protect it in accordance with our Privacy Policy and applicable law. Information may be disclosed where reasonably necessary to fulfil your request, to our authorised service providers, or where required or permitted by law.

Unless a separate written confidentiality arrangement has been agreed, do not submit information through ordinary enquiry channels if you require a special or heightened level of confidentiality.

BigBirdLuxe and its licensors retain rights in the BigBirdLuxe name, logos, branding, website content, designs, text and other materials, except where stated otherwise. You may use the website for lawful personal or business enquiries but must not copy, distribute, modify, commercially exploit or misuse our materials without prior written permission.

You must not use the website or services:

• for unlawful, fraudulent or misleading purposes;
• to provide false information or impersonate another person;
• to circumvent sanctions, eligibility rules or legal requirements;
• to interfere with website security, availability or operation;
• to infringe the rights of BigBirdLuxe, partners or other persons; or
• in a manner that could reasonably expose BigBirdLuxe, its partners or clients to unlawful or material harm.

We may restrict access or discontinue service where reasonably necessary to address a breach of these Terms, protect security or comply with law.

Nothing in these Terms excludes or limits liability where it would be unlawful to do so, including liability for death or personal injury caused by negligence, fraud or fraudulent misrepresentation, or any other liability that cannot lawfully be excluded or limited.

Where a service is supplied by an independent third party, that supplier is responsible for its own performance under its contract with you. To the extent permitted by law, BigBirdLuxe is not responsible for a third party's acts or omissions, or for indirect or consequential loss arising from a third-party service. However, nothing in these Terms removes responsibility for obligations that BigBirdLuxe itself has expressly undertaken or for its own acts or omissions where liability cannot lawfully be excluded.

If you are a consumer, these Terms do not affect your mandatory statutory rights. Any limitation of liability is subject to applicable law and must be interpreted accordingly.

We are not responsible for delay or failure to perform an obligation to the extent caused by events beyond our reasonable control, such as extreme weather, natural disasters, war, terrorism, civil unrest, strikes, government restrictions, public-health emergencies, cyber incidents, infrastructure failures, airport closures or transport disruption. This clause does not remove any rights or remedies that cannot lawfully be excluded.

We may update these Terms from time to time to reflect changes to our services, operations or legal requirements. The latest version will be published on our website.

These Terms are governed by the laws of England and Wales, except to the extent that mandatory laws applicable to you provide otherwise. Subject to mandatory consumer protections and any applicable rules on jurisdiction, the courts of England and Wales shall have jurisdiction over disputes arising in connection with these Terms.

If any provision of these Terms is found unenforceable, the remaining provisions will continue to apply to the extent permitted by law. A failure or delay in enforcing a provision does not waive the right to enforce it later. You may not transfer your rights or obligations under these Terms without our prior written agreement, except where applicable law permits otherwise.

By using the BigBirdLuxe website, enquiry channels or concierge services, you acknowledge that you have read, understood and agree to be bound by these Client Terms & Conditions.