Terms and conditions

  1. Definitions
    • Life Porters or Us or We means Life Porters Limited, a company registered in England and Wales under company registration number 11269234
    • Memberor You means an individual user with a paid-up subscription to Life Porters’ services
    • Membership package refers to the type of membership subscription purchased, such as individual, couple or family, or any other option at any time offered
    • Contractmeans the legally-binding agreement between you and us for the supply of membership services or goods and services commissioned on your behalf with other suppliers
    • In writingmeans communication by letter or email, or any other medium that allows information to be addressed personally to the recipient, enables the recipient to store the information in a way accessible for future reference for a period that is long enough for the purposes of the information, and allows the unchanged reproduction of the information stored
    • Fees means any charge for services by Life Porters or by suppliers whether calculated on a fixed price or unit rate basis
    • Concierge services means the services provided by Life Porters to members as part of their membership
    • Benefits or Packaged Benefits or Included Benefits means those goods and services included in an individual membership package without additional cost beyond the membership fee
    • Request means a member-initiated demand for provision of goods or services
    • Services means any services offered to you by us or facilitated by us on your behalf with a supplier
    • Goodsmeans any goods that we supply to you or facilitate on your behalf in the number and description set out in the related order
    • Supplier means a provider of goods or services that is a separate entity from Life Porters
    • Ordermeans confirmation by a member to progress with contracted services or goods from Life Porters or its identified suppliers
    • Privacy Policymeans the terms by which we deal with confidential and personal information received from you via our website, over the telephone or any other means, and how this may be collected, stored, processed
    • Website, Portalor Platform refers to our website https://www.lifeporters.com/ or any app-based gateway we develop to offer our services
    • Terms or Conditions: these terms and conditions as amended from time to time as set out in 3

 

  1. About these terms and conditions:
    • We are Life Porters Limited, a company registered in England and Wales under number 11269234 whose registered office is at Kemp House, 160 City Road, London, EC1V 2NX, email address info@lifeporters.com and telephone number 020 7846 0096.
    • In becoming a member and accessing our membership concierge services and making use of the included benefits of your membership package, you accept these Terms and Conditions will apply to all services and goods you purchase or we provide or facilitate on your behalf and acknowledge that your rights and remedies under these conditions will be against Life Porters Limited only and no other entity. They will take effect and be binding upon our acceptance of your membership application and will remain in force until the expiry or termination of your membership.
    • We reserve the right to update these Terms at any time and your ongoing membership will be subject to the latest version and your continuing use of our services will be considered agreement of any such new conditions, which will be published on our website at https://www.lifeporters.com/terms. Where we are required by law to do so, such revision will be advised to you through a direct communication route.
    • In using our services, you confirm that you understand and accept the Privacy Policy set out on our website and that you consent to such use of your personal information.

 

  1. Becoming a member
    • Acceptance of your application for membership is at the sole discretion of Life Porters and no reason must be given for any decision made.
    • Every member must be at least 18 years of age and have legal authority to enter into a membership agreement with Life Porters.
    • All personal information you provide when you apply must be accurate and any subsequent changes notified immediately.
    • Your membership is personal to you and you are responsible for keeping any login details confidential and for ensuring no one else uses your membership. Where joint or family membership is provided, only those individuals named and confirmed in the original order are members.
    • No membership is transferable.
    • Joining and membership fees are due in full according to the terms of the selected membership package upon acceptance of your application and in advance of any services being provided.
    • Payment of the joining fee, or your first payment in respect of membership fees if you have chosen a membership package where no joining fee is charged, will be taken as your confirmation to us to start to supply our services.
    • Joining and membership fees must be paid using a payment card which you have authorised us to use to deduct such payments, unless we have agreed an alternative method of payment enabling automated collection by us, such as Direct Debit.
    • The joining fee covers the set-up of your account and may include the provision of services from suppliers. It is non-refundable in all circumstances.
    • Membership fees are non-refundable other than in the following specific circumstances:
      • You can choose to cancel your membership within the first 14 days of your membership application being accepted if you inform us by email to info@lifeporters.com within the grace period, and we will acknowledge your request. In these circumstances we will refund your membership fee after making any deductions for services provided or facilitated up to that time, including those included benefits provided as part of your membership package where these have commenced.  Because digital communication may not be delivered due to circumstances beyond our control, if no response is received within one working day, please call us on 020 7846 0096 to confirm your request.
      • We reserve the right to cancel your membership where we have reason to do so and will refund fees for any unexpired period on a pro rata basis.
    • Payments from members, whether made using a payment card or a direct debit mandate, initiated via a link on our site or in response to a payment request we raise, for joining and first membership fees, or for ongoing renewals and service charges, will be handled on behalf of Life Porters by Stripe secure payment services, a company with its own security protocols.

 

  1. Ongoing membership
    • Your membership will continue automatically until terminated in accordance with these terms.
    • Membership fees will be charged using the original payment card you provided unless you advise us of an alternative no less than 15 working days before the payment is due. If the alternative does not fall within our standard forms of accepted payment, or is not a chargeable payment card, we reserve the right to refuse it.
    • Where a payment card expires, you are required to provide us with the new card information no later than 15 working days before the existing card expires.
    • If your payment card is lost or stolen, we ask that you notify us immediately.
    • All membership renewals are due for payment according to the chosen membership package and we reserve the right to collect renewals up to five working days in advance of the anniversary date to ensure continuity of service delivery:
      • Annual renewals will be charged on the calendar year anniversary of your original joining date.
      • Monthly renewals will be charged on the calendar month anniversary of your original joining date.
    • If we are unable to collect your fees using the payment method provided, or the payment fails for any reason, we reserve the right to charge a handling fee for failed transactions and the time spent in contacting you for updated payment information.
    • We will provide you with information about any planned price increase for your membership package no less than 30 days before the fee renewal falls due.
    • We reserve the right to refuse to provide new services or to fulfil existing provision of services, whether from ourselves or from suppliers, where membership fees are outstanding for payment.
    • Where new membership packages are introduced, or personal circumstances change, and you wish to transfer to a different package, we will endeavour to enable your transfer, subject to payment of any additional fees which may be due, which would be charged on a pro-rata basis to the next fee renewal date and due for payment immediately. Where you wish to change to a membership package with a lower cost, the transfer is at our discretion and no pro-rata refund of fees will be made for the remaining period of your existing subscription, although we may agree that in making such a transfer we will extend the remaining term of your membership, subject to your usage to date and period of time left to run.
    • If you wish to commission or make use of services that are outside the provision of your existing membership package, we reserve the right to withhold such services until you agree to transfer to the appropriate membership package and have paid the relevant fee.

 

  1. What your membership includes
    • Concierge services: Each member is able to make ad hoc requests for goods and services to support their lifestyle.  The Life Porters team will manage these requests on behalf of members and identify relevant suppliers and make proposals for services to satisfy the requests.
    • Packaged benefits: Each member is entitled to make personal use of the included benefits during the period of their membership, as set out in the membership package at the time of ordering.   Such included benefits are subject to availability and may change without notice.  Where benefits require direct interaction with a supplier, we cannot be held liable for their availability.
    • Any other services we choose to provide from time to time and which we make available to you under your membership package.
    • We reserve the right to modify the concierge services we provide to you and to add or remove the benefits included within your membership package.
    • Fair use policies may be imposed by ourselves or by suppliers of benefits where such provision gives unrestricted access and your ongoing usage is deemed to be unreasonable.

 

  1. Using your membership
    • The nature of the membership services provided requires Life Porters to facilitate or purchase goods or services on your behalf. We agree to provide such services in accordance with your membership package, subject to the following:
      • If we are unable to undertake any commission or request for goods or services, we will advise you as soon as we are able.
      • If a request is made that falls outside the scope of your membership package we reserve the right to refuse to act.
      • We reserve the right to refuse to act on any commission which is in violation of laws or regulations, or offends taste and decency, at home or in your local jurisdiction
      • We reserve the right to modify services or commissions to accommodate legal, regulatory or decency issues, where this does not materially affect the service provided.
      • We reserve the right to discontinue services, to provide new services and to accept commissions in new areas and from new suppliers without reference to existing members.
    • Requests for commissioned goods or services may be made using any of the published communication routes, but you should not provide any confidential, sensitive or financial information unless you have access to a secure route which we have confirmed as being appropriate to use.
    • Members acknowledge that telephone calls will be recorded for monitoring and training purposes without use of a warning tone and that all messaging and correspondence (including e-mails, SMS and instant messages) will be retained electronically for the purposes of membership management to ensure that material terms and information are accurately recorded. The member understands, accepts and agrees that such records will be admissible as evidence of any instruction or communication and that these records belong to Life Porters.
    • The delivery of services by Life Porters will be in English. Where services are required in another language, this may give rise to additional costs for language translation or interpreter services.
    • Member services will be available during the business hours published on our website and outside these hours member queries and requests can be submitted via our 24-hour telephone answering services or via the electronic means provided for attention on the next working day. By prior arrangement we can provide services outside our normal business hours but reserve the right to make an additional charge for any such out-of-hours services, which would be notified in advance.
    • Any request for services or goods will be confirmed and the cost and terms of payment advised before any facilitation or action is undertaken on your behalf. You will be asked to confirm the details are correct and to give your acceptance of the price and payment terms before any order is progressed.  Where it is not possible to provide a fixed price in advance, an estimate will be provided and you will be asked to agree a budgetary ceiling.  This allows you to check and amend any errors before the contract commences and performance of the order is undertaken.
    • Life Porters may perform chargeable services beyond the scope of your membership package. As with provision through a supplier, you will be given an estimate and costs will not be incurred or charges made without your prior approval of either a fixed figure or an agreed budget.
    • Any quotation or estimate of fees provided through Life Porters, whether for our own services or for goods and services provided by an independent supplier, will be valid for a maximum period of 14 days from the date provided, unless we expressly provide otherwise.
    • Where suppliers provide descriptions of goods or services, or supply editorial content for the Life Porters website, we shall not be held liable for any inaccuracies or misleading descriptions.
    • Life Porters will use reasonable endeavours to vet and validate suppliers, such as checking their insurance, qualifications and professional memberships, and to seek reviews from previous clients. However, members are responsible for requesting and using such information to make their own judgement as to the suitability of suppliers.
    • We will make every effort to deliver timely, quality services, but where services or goods are required for a specific date, or estimated delivery dates have been provided, we cannot be held liable for any delays which may result, and time shall not be of the essence in performing or facilitating such services.
    • You accept that where Life Porters facilitates or commissions services on your behalf with suppliers, we may be paid a referral fee or we may make a handling charge. Such payment does not mean we are responsible for delivery of the services or fulfilment of your order.
    • You authorise us to charge any previously notified commission or handling fee due to us against the payment card we hold on your behalf or to add to any invoice we raise or for such sums to be charged by a supplier who will then make the payment to us.
    • Unless otherwise stated in writing by us, when you order services which are to be delivered by a supplier facilitated by Life Porters, you will enter into a contract directly with the supplier for the provision of goods or services and you will be bound by the supplier’s terms and conditions, which will include their terms in relation to cancellation and return of physical items.
    • The supplier’s charges for the performance of services or delivery of goods will be payable by the member directly to the supplier, unless it has been agreed otherwise.
    • Where you authorise Life Porters to supply your payment card details to a supplier when ordering a product or service, you acknowledge and agree that Life Porters will not be liable for the use of the payment card by that supplier if we have acted in accordance with your instructions.
    • We will liaise with suppliers on behalf of members in identifying services but once a contract is agreed the responsibility for communication with the supplier is expected to pass to the member. In circumstances where it is more appropriate for us to continue to liaise on your behalf during performance of the contract, or you request that we do so specifically, we reserve the right to charge you an additional handling fee or to charge for the time spent, with any such costs advised and subject to agreement before we act on your behalf in this way.
    • You undertake to ensure that you have the funds available to pay on demand for any goods or services commissioned through Life Porters and we reserve the right to receive or facilitate payment in full before delivery of goods and services, whether these are provided by ourselves or through a supplier.
    • Where payment is not required in advance, you undertake to confirm the method of payment at the time of ordering, and the full amount may be charged at the agreed time without further notification to you.
    • Where projects take place over a longer period of time, are of higher value or involve a number of parties, we may ask you to place funds in escrow. This makes use of a secure, independently provided method for international payments provided by Shieldpay.  Funds will be released upon your approval, and you agree this will not be withheld unreasonably.
    • Delivery of goods outside the UK or receiving goods on your behalf into the UK may have associated customs duties or sales taxes. It is the sole responsibility of the member to pay or recover such monies and Life Porters will have no liability for any items held by any customs or border agency.
    • No variation of any contract, whether relating to the description of goods, services, fees or otherwise, can be made after it has been entered into unless the variation is agreed by the member and the supplier in writing.
    • Any cancellation or modification from the original request must be directed to the supplier.
    • We cannot be held responsible for securing or making refunds for services commissioned with suppliers.

 

  1. Ending your membership
    • After the initial 14-day grace period outlined in 11.1 if you do not wish to renew your membership at any time, please advise us by email to info@lifeporters.com no less than 14 days before the next fee renewal is due, whether you pay monthly or annually, and we will acknowledge your request and confirm the end date for your member services. Because digital communication may not be delivered due to circumstances beyond our control, if no response is received within two working days, please call us on 020 7846 0096 to confirm your request.
    • As outlined at 11 above, membership fees are non-refundable except in the circumstances outlined and if you cancel your membership no refund will be made for any unexpired period of time on your membership package and you will have continuing access to those services until the end of your paid-for membership period.
    • We will provide you with information about any planned price increase no less than 30 days before any such increased fees become due for payment by you, at which time you can choose to discontinue your membership from the next payment date by giving us no less than 14 days notice as provided for in 1.
    • All monies owing to Life Porters or a supplier at the date of termination are due to be paid immediately upon termination, or before the end of the paid-for membership period, whichever is later. In the event that any such monies remain outstanding beyond this date, we reserve the right to debit these immediately from the member’s payment card or their alternative agreed payment method then in force.

 

  1. Complaints and Disputes
    • If a dispute occurs or complaint arises with our services please contact us immediately using the email address info@lifeporters.com and we will investigate the issue and endeavour to respond within two working days of receipt of your notification or as soon as reasonably practicable.
    • Any dispute or claim arising out of these terms and conditions shall be governed by English law, and the parties irrevocably submit to the exclusive jurisdiction of the courts of England and Wales.
    • Where you have a disagreement with a supplier we have introduced, we will endeavour to assist you in resolving any such dispute, but your contract will be with the supplier and we may be unable to intervene on your behalf. Any claims or losses between a member and a supplier will be in accordance with the terms of the supplier’s contractual agreement.
    • We disclaim all responsibility for any loss or damage caused by a supplier or for their poor performance and will not be liable for any injury, damage, delay or negligence by a supplier or member in connection with any of the services or products proposed or contracted.
    • We will not be liable to you as a member for any direct, indirect, special, incidental, punitive, exemplary or consequential loss including but not limited to loss of contracts, savings, reputation or goodwill, arising in any way that is related to the use of our services.

 

  1. Generally
    • Life Porters may at any time assign, transfer, mortgage, charge, subcontract or deal in any other manner with all or any of its rights and may subcontract or delegate in any manner any or all of its obligations to any third party under this agreement.
    • This Agreement is personal to you as a member and you shall not assign, transfer, mortgage, charge, subcontract, declare a trust over or deal in any other manner with any of your rights and obligations under this agreement without the prior written consent of Life Porters.
    • Unless expressly provided no person who is not a party to this agreement shall be entitled to enforce any of its terms or have any rights under or in connection with it.
    • Nothing in these conditions is intended to, or shall be deemed to, constitute a partnership or joint venture of any kind between any of the parties, nor constitute any party the agent of another party for any purpose. No party shall have authority to act as agent for, or to bind, the other party in any way.
    • If any of the above provisions are held to be illegal or unenforceable such provisions shall be severed and the remainder of the Agreement shall remain in full force and effect unless the business purpose of this Agreement is substantially frustrated thereby.
    • These Terms and Conditions assume that each member is entering into any contract as a consumer. If this is not the case, you must tell us, so that we can provide you with appropriate terms.

Version date:  06 October 2021