NOVÉ — Terms and Conditions

Last updated: 31/07/2026

1. About These Terms

These terms apply whenever you engage NOVÉ ("we", "us", "our") for private lifestyle concierge and personal support services. By confirming an arrangement with us, whether a Private Arrangement or an Ad Hoc Service, you agree to these terms.

You must be 18 or over and have legal authority to enter into this agreement to use our services.

2. Our Services

NOVÉ provides private lifestyle concierge and personal support services on an ongoing or ad hoc basis. The exact scope, fees, and service arrangements will be confirmed in writing before work begins.

3. Private Arrangements

Ongoing private arrangements are available from £2,500 per month and are tailored to the level of support required.

Unless otherwise agreed in writing, private arrangements are subject to:

• A three-month minimum commitment
• Monthly payment in advance
• An initial £1,000 deposit or onboarding payment

After the initial three-month minimum, your arrangement continues on a rolling monthly basis unless either party gives 30 days' written notice to end it.

4. Ad Hoc Services

Ad hoc requests are subject to availability and may require full or partial payment before work begins.

5. Your Right to Cancel (Cooling-Off Period)

If you are a consumer entering into this agreement online or without meeting us in person, you have a legal right to cancel within 14 days of confirming your arrangement, without needing to give a reason, under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.

If you would like us to begin work during this 14-day period, we will ask you to expressly request and confirm this in writing. If you then cancel after work has started but within the 14-day period, you may be charged a reasonable amount for the service already provided up to that point.

Once the 14-day period has ended, cancellations are handled under Section 6 below.

6. Cancellations (After the Cooling-Off Period)

Cancellation charges may apply where work has begun, capacity has been reserved, or a supplier booking has been confirmed. Any applicable refund will be handled in accordance with our Refund Policy and the relevant supplier's terms.

7. Third-Party Suppliers

NOVÉ may arrange services through independent suppliers, such as hotels, travel providers, chauffeurs, restaurants, and property professionals.

Supplier charges are separate from NOVÉ's fees unless stated otherwise. Bookings and purchases may also be subject to the supplier's own terms, cancellation policy, and availability.

8. Client Responsibilities

You are responsible for providing accurate information, reviewing booking details, and approving costs before confirmation.

NOVÉ is not responsible for delays or losses caused by incorrect information you provide, late instructions, or circumstances outside our reasonable control.

9. Confidentiality

Discretion is central to how we work. We will treat all information you share with us as confidential, and will not disclose it to third parties except where necessary to deliver the service you've requested, or where required by law.

10. Liability

NOVÉ will provide its services with reasonable care and skill.

Nothing in these terms excludes liability that cannot legally be excluded, including liability for death or personal injury caused by negligence, or for fraud.

Subject to the above, NOVÉ's total liability to you in connection with any arrangement is limited to the fees paid by you in one month preceding the event giving rise to the claim. NOVÉ is not responsible for the independent acts, omissions, or failures of third-party suppliers.

11. Circumstances Outside Our Control

NOVÉ is not liable for any failure or delay in performing our services caused by events outside our reasonable control, including but not limited to extreme weather, strikes, supplier insolvency, or travel disruption.

12. Complaints

If you're unhappy with any aspect of our service, contact us at info@noveconcierge.com and we will do our best to resolve it directly.

13. Changes to These Terms

We may update these terms from time to time. The date at the top of this page shows when they were last revised. Where changes materially affect an existing Private Arrangement, we will give you reasonable notice.

14. Governing Law

These terms are governed by the laws of England and Wales, and any disputes will be subject to the exclusive jurisdiction of the courts of England and Wales.

15. Contact Us

For questions about these terms, contact info@noveconcierge.com.