Terms and conditions of sale

These terms and conditions of sale (the "Terms") govern the services offered by LYS LUXURY CLUB - FZCO (the "Company") on lysluxuryclub.com: airport meet and greet, transfers, chauffeur service, hotel bookings, restaurant bookings and bespoke requests.

Sending a request or paying for a booking means you accept the Terms in force on that date. The Lys Luxury Club Charter supplements these Terms with each party's rights and duties and the detailed refund policy.

The Company is a concierge: it receives your request, selects an independent partner (hotel, chauffeur, meet-and-greet agent, restaurant…), arranges the service, collects the agreed price and pays the partner its share.

Unless stated otherwise, the Company is not itself the hotel, carrier or provider of the final service. It takes due care in choosing its partners and following up each booking.

A request can be sent without an account. A Lys Luxury Club account is, however, required to pay online: the request is then linked to it.

Services are reserved for adults (18 or over). You agree to provide accurate information and to keep your login details confidential. The Company may suspend an account under the conditions set out in the Charter.

• You send your request, then confirm its summary.
• The request is passed to a partner, who confirms availability and price.
• You receive the price. For online payment, paying confirms the booking. For payment on site, you reconfirm the booking.
• The booking is firm once paid, or once reconfirmed for payment on site.

Receiving a request does not constitute a booking. For a trip made of several services, each service is confirmed separately by its partner, then the whole trip is paid in one go.

The price of each service is given to you before any confirmation. It is shown in euros and includes all fees charged by the Company: nothing is added at payment, apart from any fees your bank may charge for a foreign-currency transaction.

Restaurant bookings: the Company charges a booking fee per guest (€50; €30 for a Silver member; €10 for a Gold member; free for a Diamond member). The meal itself is paid directly to the restaurant.

• Online payment by card, Apple Pay or Google Pay, processed by Stripe. The Company never receives your full card details.
• As the Company is based in Dubai, payment is made in UAE dirhams (AED). You may choose to pay in euros before confirming: euros are offered by default if you are in the euro area.
• The amount in dirhams is calculated at the euro → dirham exchange rate on the day of payment (public sources). The exact amount is shown before you confirm.
• Your card may be stored securely with Stripe for future bookings. You can ask for it to be deleted at any time.
• For some services, the amount may be held on your card (pre-authorisation) and charged once the service is confirmed. An unused hold is released automatically, after 7 days at the latest.
• Payment on site: for some services, you pay the partner directly, in dirhams. The amount is shown in AED, with its equivalent in your currency for information, at the rate fixed when the price is given to you.

An invoice is issued automatically on payment, in the currency paid. It is available in your members' area.

• Points: each paid booking earns points equal to 25% of its amount in euros. Silver from 2,000 points, Gold from 5,000, Diamond from 10,000. A grade once obtained is not withdrawn.
• Discount: 5% (Silver), 10% (Gold) or 15% (Diamond) on the price of services, applied automatically at payment. Restaurant booking fees follow their own scale (see "Prices").
• Cashback: depending on your grade, part of the amount of each paid booking is credited to your balance (current rates: 1% for Gold, 2% for Diamond). The Company may also credit your balance as a goodwill gesture.
• The cashback balance is deducted automatically from your next online payment. It cannot be exchanged for cash or transferred. It is withdrawn if the booking that generated it is refunded.
• Referral: when the person you referred pays for their first booking, you each receive 20 points.

The grade discount and cashback can be combined. They cannot be combined with any other offer unless stated otherwise.

As long as you have neither paid nor reconfirmed a booking, you can cancel it free of charge online, from your request link.

After payment, cancellation must be made in writing (email or WhatsApp). For a service paid online:

• more than 48 hours before the service: full refund;
• between 24 and 48 hours before: 50% refund;
• less than 24 hours before: no refund, except in exceptional circumstances assessed by the Company.

Hotel bookings: the hotel's own cancellation terms, given to you before you confirm, apply first.

If a partner can no longer provide a confirmed service, the Company offers you an equivalent solution. If no solution suits you, you are refunded in full.

Refunds are made to the payment method used, in the currency paid. Each refund gives rise to a credit note, available in your members' area. Any cashback you used for that booking is returned to your balance.

Complaints about how a service was performed (delay, non-compliant service…) are handled under the refund policy in the Charter.

The 14-day right of withdrawal under European rules does not apply to accommodation, transport, car hire with driver or catering services provided on a specific date or for a specific period (Article 16(l) of Directive 2011/83/EU). This is the case for all services offered by the Company.

Any complaint should be sent as soon as possible after the service, to contact@lysluxuryclub.com or by WhatsApp, with a precise description of the facts. The Company answers personally.

The Company is not liable for non-performance or poor performance attributable to the client, to a third party unconnected with the service, or to force majeure. The Company is responsible for the care taken in choosing its partners and organising the booking, without guaranteeing a result whose physical performance depends on an independent partner. Each party's rights and duties are set out in the Charter.

The data needed for your request is processed in accordance with the privacy policy.

These Terms are governed by the law of the United Arab Emirates. Failing an amicable settlement, the courts of Dubai have sole jurisdiction (the Company is not registered in the DIFC, which has its own court system). Consumers residing in the European Union, the United Kingdom or Switzerland keep the mandatory protections of their national law.

The Company may amend these Terms. The version applicable to a booking is the one in force on the date of the request. For any question: contact@lysluxuryclub.com.