Lys Luxury Club Charter

Lys Luxury Club connects Clients with Partners who provide services (chauffeurs, meet-and-greet agents, hotels, restaurants and other bespoke services). This Charter sets out the rights and duties of each of the three parties — the Company, the Partners and the Clients — so that everyone's expectations are clear from the start.

It supplements the terms and conditions of sale, which govern the purchase of a service (price, payment, cancellation).

The Company undertakes to:

• select its Partners carefully, and remove from the Platform any Partner who no longer meets the expected standards;
• give a clear price before any service is confirmed, with no hidden fees;
• answer every request as quickly as possible;
• guarantee the confidentiality of its Clients' personal information and movements;
• examine every complaint in good faith, under the refund policy below.

The Company reserves the right to:

• decline a request it could not fulfil in good conditions;
• suspend or terminate a Client's or Partner's account for a serious breach of this Charter;
• change its services, prices and this Charter.

The Partner undertakes to:

• respect the agreed times and place for each confirmed service;
• provide a service that matches what was announced (vehicle category, room category, nature of the service);
• be discreet and respect the confidentiality of information about the Client;
• never negotiate or ask the Client directly for an extra charge, outside the framework set by the Company;
• inform the Company as soon as possible if a confirmed service cannot be provided.

The Partner has the right to:

• be paid within the agreed time for every service performed;
• refuse or stop a service if their safety or integrity is threatened by a Client's behaviour;
• report any inappropriate behaviour by a Client to the Company.

The Client undertakes to:

• provide accurate information with every request (address, times, identity where required);
• respect the cancellation deadlines set out in the terms of sale;
• be present at the agreed place and time, or give notice of any change;
• behave respectfully towards the Partners serving them;
• pay the agreed price by the payment method chosen when booking.

The Client has the right to:

• receive a service that matches what was agreed;
• be informed as soon as possible of any change affecting their service;
• have their confidentiality respected by the Company and the Partner alike;
• benefit from the refund policy below in the event of a proven failure.

Beyond the cancellation scale in the terms of sale, the Company applies the following principles to any complaint about how a service was performed. They are applied in good faith and case by case: the amounts given are the starting point of the review, not an automatic rule.

Full refund

• The Partner did not show up for the confirmed service.
• The Partner cancels the service within the 24 hours before it.
• A restaurant booking is cancelled by the restaurant after confirmation.
• The Partner behaves inappropriately towards the Client.
• The Client's confidentiality is breached by a Partner.
• A Partner's identity document proves to be forged, or a theft is established.
• The request could never be assigned to a Partner although payment had been made.
• The situation results from a technical error or an error by the Company (double charge, payment incident).
• The service could not take place because of force majeure (weather, strike, health emergency).

Partial refund (50%)

• Partner delay of between 15 and 45 minutes.
• Vehicle or room not fully matching the agreed category, without a major gap.
• Information poorly passed on by the Company to the Partner, affecting the quality of the service.
• Partner not speaking the language expressly requested when booking.

No refund

• The Client was absent or unreachable at the agreed place and time, without giving notice.
• An incorrect address provided by the Client caused the problem.
• The Client's behaviour threatened the Partner's safety, justifying stopping the service.
• The service was provided as agreed.

Cases examined individually

Non-compliant room (depending on the hotel's response), luggage damaged during a transfer, amount charged different from the amount agreed, accident during a service, or any situation not covered above: the Company decides in good faith, taking all circumstances into account.

Any complaint should be sent as soon as possible after the service, with a precise description of the facts. The Company may ask for any useful evidence (messages, timestamps, statements).

If a Client or Partner breaches this Charter, the Company may, in proportion to the seriousness of the facts:

• send a reminder or a warning;
• temporarily suspend access to the Platform while the situation is reviewed;
• permanently close the account, without notice for the most serious breaches (theft, breach of confidentiality, endangering others, forged document).

The elements of the Lys Luxury Club site and Platform (texts, logo, visual identity, structure, code) belong to the Company or its partners and are protected by intellectual property law. The Company strives to ensure continuous access to the Platform, without guaranteeing uninterrupted availability, and may change it at any time.

This Charter may be revised, in particular to reflect experience gained or legal developments. The version in force is the one published on this page, whose update date is shown at the top.

This Charter is governed by the law of the United Arab Emirates, under the same conditions as the terms of sale. For any question: contact@lysluxuryclub.com.