Terms and Conditions

1. Who we are

PLA Concierge is a trading name of PLA Concierge Limited, a company registered in England and Wales, company number 14827614, registered office Shaw House, 6 Chesterfield Street, London W1J 5JQ.

We are not registered for VAT. No VAT is charged on our prices.

Contact: info@placoncierge.co.uk · 020 7629 0763 · WhatsApp +44 7464 283887

In these terms, “we” and “us” mean PLA Concierge Limited, and “you” means the person making the booking.

2. What we do

We sell services to guests staying at Park Lane Apartments — currently private airport transfers, cleaning during your stay, and late check-out.

We provide these services to you ourselves. We use our own staff and carefully selected partner companies to carry them out, but your contract is with us.

Your accommodation booking is a separate contract with Park Lane Apartments. These terms cover only the extra services you buy from us.

3. Making a booking

3.1 You must be 18 or over and staying at one of our properties.

3.2 Your booking is confirmed when we take payment and send you a confirmation email with a booking reference. Your booking is confirmed at that point — you do not need to wait for anything further.

3.3 You are responsible for the accuracy of what you give us — in particular your flight number, dates, times, apartment number and mobile number. If a service cannot be provided because the information you gave us was wrong, we cannot refund you, though we will always try to help.

3.4 We may refuse or cancel a booking if we cannot verify your stay, if the service is unavailable, or if we reasonably suspect fraud. If we do, we refund you in full.

4. Prices and payment

4.1 All prices are in pounds sterling. The price shown is the price you pay. There are no booking fees or additional charges.

4.2 Payment is taken in full at the time of booking, by card, through Stripe. We do not see or store your card details.

4.3 Your bank statement will show PLA CONCIERGE.

4.4 We send you an invoice with your confirmation email.

5. Cancellation and changes

5.1 Bookings are non-refundable. You are booking a service for a specific date and time and asking us to provide it then. If you change your mind, cancel, or do not use the service, we cannot refund you. You confirmed this before paying.

5.2 We will always try to help if your plans change.

(a) If your flight is cancelled or significantly delayed and you tell us before your driver is sent, we will move your booking to another date or time during your stay, once, free of charge.

(b) If you cancel more than 48 hours before, we will normally offer you a credit against another PLA Concierge service during the same stay.

(c) Changes are subject to availability.

5.3 To change or cancel, reply to your confirmation email or message us on WhatsApp on +44 7464 283887. Please tell us:

• Airport transfer — at least 4 hours before your pickup time.
• Cleaning — before 8pm the evening before the visit.
• Late check-out — before 8pm the evening before your departure.

5.4 If we cannot provide the service you booked, we will refund you in full and, where we can, arrange an alternative at our cost. Nothing in these terms limits your rights under the Consumer Rights Act 2015.

6. Airport transfers

6.1 Give us your scheduled landing time and your flight number. Your driver uses these to plan your pickup.

6.2 Transfers must be booked at least 24 hours in advance.

6.3 Your driver monitors your flight and meets you in the arrivals hall. There is no waiting charge. If your flight is delayed, your driver adjusts to the new landing time.

6.4 If you do not arrive and do not contact us, your driver will wait a reasonable period and then leave. No refund is due.

6.5 Please keep your mobile switched on when you land.

6.6 Vehicles are provided by licensed private hire operators. The number of passengers and suitcases you tell us determines the vehicle sent. If you arrive with more people or luggage than you booked for, we may not be able to carry you, and no refund will be due.

6.7 Child seats and wheelchair access must be requested at the time of booking.

7. Cleaning during your stay

7.1 We offer three levels of service, priced by the size of your apartment: a fresh towel change, a refresh of towels and linen, and a full clean. What each includes is described on the booking page and on your confirmation.

7.2 Cleaning is carried out by Park Lane Apartments’ own housekeeping team.

7.3 Book by 8pm the evening before the day you want.

7.4 Availability is limited and some days are not offered at all. The booking page shows only the days we can actually cover. Once a day is full, it is full.

7.5 Our team need reasonable access to the apartment on the day. If we cannot get in, or the apartment cannot be cleaned safely, we will contact you — but no refund will be due if we were unable to carry out the visit for reasons within your control.

7.6 Please secure valuables and anything fragile before a visit.

8. Late check-out

8.1 Standard check-out is 10:00. Late check-out is charged per hour, and the latest available is 13:00.

8.2 We arrange with the property for you to stay in your apartment later than standard check-out. It is subject to availability — if the apartment is needed for an arriving guest, we cannot offer it, and the booking page will not show it.

8.3 Book by 8pm the evening before your departure.

8.4 If you stay beyond the time you have paid for, we may charge for the additional hours at the same rate.

9. Our responsibility to you

9.1 We will provide our services with reasonable care and skill.

9.2 We do not exclude or limit our liability for death or personal injury caused by our negligence, for fraud, or for anything else it would be unlawful to exclude.

9.3 We are not responsible for losses we could not reasonably have foreseen, or for losses caused by events outside our reasonable control — including flight delays and cancellations, road closures, severe weather, and industrial action.

9.4 Where we are responsible for a loss, our liability is limited to three times the amount you paid for the booking, except where clause 9.2 applies.

9.5 Nothing in these terms affects your statutory rights.

10. Complaints

Email info@placoncierge.co.uk or WhatsApp +44 7464 283887. We will acknowledge within 2 working days and respond within 14 days. If we cannot resolve your complaint, you may be able to refer it to a certified alternative dispute resolution provider. We are not currently a member of an ADR scheme, and nothing here affects your right to take legal action.

11. Your information

We handle your information as set out in our Privacy Policy, which forms part of these terms.

12. General

12.1 We may update these terms. The terms that apply to your booking are the ones in force when you booked, and we keep a copy.

12.2 If any part of these terms is found to be unenforceable, the rest continues to apply.

12.3 These terms are governed by the law of England and Wales, and the courts of England and Wales have jurisdiction. If you live elsewhere in the UK, you may also bring proceedings in your own country’s courts.