Our terms and conditions 

Cook's Concierge – Terms and Conditions

Effective Date: 06/08/26

Welcome to Cook's Concierge. By making a booking with us, you agree to the following Terms and Conditions. These terms are designed to ensure a professional, reliable, and enjoyable experience for all customers.

1. Bookings

All bookings are subject to availability.

Bookings can be made by telephone, email, social media, or through our website.

A booking is only confirmed once you have received a confirmation from Cook's Concierge.

For certain services, a deposit may be required to secure your booking.

2. Payment

Payment can be made by bank transfer, debit or credit card, cash  or other agreed payment methods.

A 25% deposit may be required for bookings over £100.

Unless otherwise agreed, the remaining balance is due within 24 hours of the service being completed.

Late payments may incur reasonable administration charges or statutory interest where permitted by law.

3. Cancellations

We understand that plans can change.

  • Cancellations made more than 24 hours before the booking are free of charge.

  • Cancellations made within 24 hours of the booking may be charged 50% of the agreed fee.

  • Failure to attend a booking without notice may result in the full booking fee being charged.

If Cook's Concierge needs to cancel due to circumstances beyond our control, such as severe weather, illness, road closures, or vehicle breakdown, we will offer an alternative booking where possible or provide a full refund of any payments already made.

4. Changes to Bookings

Customers may request changes to bookings at any time.

We will do our best to accommodate changes; however, they are subject to availability and may result in additional charges if extra time, mileage, or services are required.

5. Waiting Time

Airport collections include up to 30 minutes of complimentary waiting time after the agreed collection time or flight landing (where applicable).

Additional waiting time may be charged at £20 per hour or part thereof.

6. Customer Responsibilities

Customers agree to:

  • Provide accurate booking information.

  • Be ready at the agreed collection time.

  • Treat our staff and vehicles with respect.

  • Inform us of any special requirements before the journey.

Cook's Concierge reserves the right to refuse or end a booking where a customer behaves in a threatening, abusive, discriminatory, or unsafe manner.

7. Luggage

Reasonable luggage is carried at the customer's own risk.

Customers are responsible for ensuring they have not left personal belongings in the vehicle before leaving.

Cook's Concierge will take reasonable care of any property found but cannot guarantee recovery or accept responsibility for lost items.

8. Delays

Every effort will be made to arrive on time.

However, Cook's Concierge cannot be held responsible for delays caused by circumstances beyond our reasonable control, including:

  • Traffic congestion

  • Road accidents

  • Severe weather

  • Road closures

  • Flight delays

  • Police incidents

  • Vehicle breakdowns despite appropriate maintenance

Where possible, we will keep customers informed and minimise any disruption.

9. Airport and Port Transfers

For airport collections, we monitor flight arrival times where flight details have been provided.

If flight details are not supplied or are incorrect, Cook's Concierge cannot be responsible for any resulting delays or additional waiting charges.

Airport parking, terminal access fees, tolls, congestion charges, and similar third-party charges will be included in your quotation or charged at cost where applicable.

10. Child Seats

Child seats can be provided on request, subject to availability.

Parents or guardians remain responsible for ensuring that any child seat supplied is suitable for their child and that the child is correctly secured before the journey begins.

11. Liability

Cook's Concierge will provide all services with reasonable care and skill.

Nothing in these Terms excludes or limits liability where it would be unlawful to do so, including liability for death or personal injury caused by negligence, fraud, or any other liability that cannot legally be excluded.

Subject to the above, Cook's Concierge will not be liable for indirect or consequential losses, such as missed appointments, missed flights, loss of profits, or loss of enjoyment, unless caused by our breach of contract or negligence.

12. Personal Information

We only collect and use personal information necessary to provide our services.

Your information will be handled securely and in accordance with our Privacy Policy and applicable UK data protection legislation.

We will never sell your personal information to third parties.

13. Complaints

We aim to provide an excellent service on every occasion.

If you are dissatisfied, please contact us within 14 days of your booking.

We will investigate your complaint promptly and aim to respond within 5 working days.

14. Force Majeure

Cook's Concierge will not be responsible for failure or delay in performing our services where this is caused by events beyond our reasonable control, including severe weather, natural disasters, government restrictions, strikes, public emergencies, or other unforeseen events.

15. Changes to These Terms

We may update these Terms and Conditions from time to time.

The latest version will always be available on our website and will apply to future bookings.

16. Governing Law

These Terms and Conditions are governed by the laws of England and Wales.

Any disputes will be subject to the exclusive jurisdiction of the courts of England and Wales.

 

Thank you for choosing Cook's Concierge. We appreciate your trust and look forward to providing a professional, reliable, and high-quality service.