Client Service Terms

These terms explain our services and the responsibilities of both parties. Please review them and the mandate before agreeing. The mandate identifies the client, the work, the fees, the suppliers and the role we take. Contact access@claveshouse.com if you wish to discuss a provision. For consumers, mandatory legal rights apply throughout.

'Claves House', 'we' and 'us' mean Claves House Limited, trading as Claves House. 'Client' and 'you' mean the person or entity identified in the mandate. A 'mandate' is the written proposal or engagement document agreed by both parties. A 'consumer' is an individual acting wholly or mainly outside their trade, business, craft or profession; wealth or a referral through a family office does not remove consumer rights.

We give you the relevant terms, price information and mandate before you commit. Acceptance is recorded by signature, electronic signature or another clear written agreement. Mandatory law takes priority. Supplier terms apply to a direct supplier contract after they have been provided and agreed; they do not silently replace our obligations.

We perform our agreed services with reasonable care and skill. The mandate identifies what we will deliver, the named lead, dependencies, deadlines, exclusions, reporting and any response standards. Research, feasibility work and introductions may be separately commissioned without a promise that an eventual purchase, invitation or arrangement will be achieved; we explain this before charging for that work.

For each material service, we identify whether we are providing it ourselves, acting as a disclosed agent or making an introduction to a provider with whom you contract directly. Where you contract directly, that provider is responsible for its contracted service. We remain responsible for our own selection, representations, coordination and other agreed work.

Unless the mandate expressly identifies a legally permitted service and the relevant status, we do not provide regulated investment advice, discretionary investment management, custody, payment services, insurance distribution, legal representation, immigration advice or clinical care. We do not guarantee a return, diagnosis, treatment result, licence, visa, school place, admission, litigation result or regulatory approval.

You must provide accurate information reasonably needed for the mandate, correct material errors and tell us about relevant changes. We collect only information appropriate to the task. A failure to provide relevant information may prevent an arrangement from proceeding.

The mandate names the persons authorised to instruct us, approve expenditure and receive confidential updates. We may verify identity and authority. Our authority to sign a booking, bid, incur a cost or instruct a professional must be specifically agreed. High value payments and changes to bank details are verified through a separately authenticated channel.

If you arrange services for others, provide information about their needs lawfully and with appropriate authority, and give them the relevant participation and supplier conditions. A principal's contract does not remove a guest's independent legal rights. Parents or guardians must give the required permissions for minors.

The mandate separates our professional fee, supplier costs, applicable taxes, acquisitions, expenses and any agreed contingency or success fee. A guide price is not the final price. There are no optional charges without your agreement. Any currency conversion basis, bank charge and exchange risk is explained before the relevant payment.

Payment dates and milestones are stated in the mandate. If a payment is late, we notify you and give a reasonable opportunity to resolve it before suspending affected future work. Nothing requires a consumer to surrender a lawful right to dispute an amount, withhold payment or seek a card remedy.

We identify who receives each payment and in what capacity. Preferably, a client pays a direct supplier under that supplier's contract while paying us separately for our agreed work. Where we receive an advance for approved services or supplier expenditure, a separately agreed funding schedule explains ownership, permitted use, deductions, accounting, repayment, protection and any insolvency risk. Unused balances are handled under the agreed lawful schedule and your legal rights.

We provide material supplier terms before you commit. A request or provisional hold is not a confirmed booking. Confirmation identifies what has been secured and what remains conditional. No claim of exclusive access or privileged entry overrides the decision of a venue, organiser, owner, authority, captain or operator. We do not arrange unlawful entry or improper influence.

We obtain your agreement to material changes in scope, price, timing or deliverables before committing them. If immediate safety action is necessary, we prioritise safety and explain any action taken. We do not treat silence as approval of additional expenditure.

Weather, harvest, wildlife, private permissions, performer attendance, allocations, accreditation and institutional decisions can affect an arrangement. We identify material contingencies in the mandate and do not promise results beyond our agreed commitments.

For an ordinary service contract agreed online, by telephone or away from our premises, a consumer generally has 14 days after the contract is made to cancel without giving a reason, unless a lawful exception applies. We provide the required cancellation information and form before agreement. You may cancel by a clear statement to access@claveshouse.com; the model form is optional. We refund sums due within the statutory deadline.

We start a cancellable service during its cooling off period only after your express request. If you then cancel, you pay only the proportionate amount lawfully due for the service actually supplied, and only where the required information and request were provided. Certain contracts, including specified date catering, accommodation or leisure activities, may have a statutory exception. We identify the correct regime for each agreement before commitment.

Outside an applicable statutory cancellation right, the mandate states the cancellation terms for the specific work. Any consumer cancellation charge must be fair and reflect our justified net loss. We do not retain every advance automatically. Where we owe a refund ourselves, our obligation is not made conditional on recovering funds from a supplier. Credits are offered as a choice where appropriate, not forced in place of a legally required cash refund.

An event outside reasonable control may include a terrorist act, war, civil disorder, extreme weather, natural disaster, epidemic restrictions, airspace closure or comparable disruption, where it actually prevents or materially affects the relevant performance. We notify you, explain the effect and take reasonable steps to reduce disruption. This provision does not excuse our own negligence, known avoidable hazards or inadequate preparation. If the affected service cannot proceed, applicable cancellation, assistance, price reduction and refund rights apply.

Participants must follow lawful and reasonable safety instructions and any properly disclosed eligibility requirements. An operator, captain, guide or safety lead may stop an unsafe activity. In immediate danger contact the local emergency services first. We do not guarantee freedom from crime, terrorism, kidnapping, illness, accident or cyberattack.

The mandate identifies insurance included in the service, if any, and cover that a participant should arrange. Do not assume an ordinary travel policy covers expedition activity, aviation, yachts or cancellation for any reason. Buying insurance does not remove your remedies against a party responsible for a loss.

Each party must protect the other's confidential information and use it only for the mandate or another agreed lawful purpose. Disclosure remains permitted or required for legal advice, insurance, legal claims, a court or authority, safeguarding and reporting wrongdoing where lawful. No provision prohibits a protected disclosure. Separate confidentiality agreements can specify additional arrangements.

Personal information is processed as explained in our Privacy Notice and any specific notice or consent relevant to the mandate. We use an agreed suitable channel for sensitive information. Recording, precise location tracking, sensitive health processing and publicity require their own lawful basis and, where necessary, separate consent.

Neither party may use the other's name, image, logo or private mandate for publicity without appropriate written permission, except where the law permits otherwise. Our underlying methods, templates, relationship records and pre-existing materials remain ours or our licensors'.

We may decline or suspend an instruction on reasonable grounds that it would be unlawful, breach sanctions, involve illicit funds or bribery, compromise safety, infringe another person's rights, or involve serious harassment or abuse. Money is not confiscated merely because we raise a concern; it is retained, returned, frozen or reported only in accordance with applicable law. We may be legally unable to explain particular compliance actions.

We disclose material conflicts, referral arrangements and supplier commissions relevant to the mandate before commitment. Where we act for a buyer, we do not accept an undisclosed payment that conflicts with that appointment. An introduction to a bank, professional or supplier does not constitute their endorsement of Claves House or a guarantee of their service.

The mandate states its duration and any ordinary termination right. Either party may terminate for a material breach not corrected within a reasonable notified period. For an ongoing engagement without a stated ordinary notice period, either party may give 30 days' written notice. Termination does not permit unfair forfeiture. We provide a closing account, return sums due and arrange a reasonable handover. Future unperformed work is not charged merely because the contract has ended.

If you are a consumer, we are responsible for foreseeable loss or damage caused by our breach of contract or failure to use reasonable care and skill. We do not exclude your rights concerning services, goods, descriptions, refunds or other statutory remedies. We do not impose a general fee-only cap on consumer claims.

For a business client only, a monetary limit may be agreed prominently in a signed Business Liability Schedule. If no valid schedule is agreed, these terms create no monetary cap. Subject to clause 29, we exclude business loss of profit, revenue, opportunity or goodwill, and indirect or consequential business loss arising from the engagement. The exclusion does not apply to sums held for the client that must be repaid, misapplied client funds or liabilities that cannot lawfully be excluded.

Nothing in any agreement excludes or limits death or personal injury caused by negligence; fraud or fraudulent misrepresentation; or any liability that the law prohibits excluding or limiting. We also do not use a liability cap to reduce a client's entitlement to repayment of funds we are required to return, or liability for our deliberate misappropriation of funds. Consumer rights, applicable package travel duties, and rights under data protection law remain effective.

For a business client only, where a third-party claim directly results from your fraud, unlawful instructions or deliberate misuse of confidential information, you reimburse our reasonable directly resulting losses and defence costs to the extent lawfully recoverable. Consumers are not subject to this indemnity; ordinary legal responsibility applies.

Contact access@claveshouse.com with a concern and relevant details. We follow the published Complaints Procedure. A consumer need not complete a complaints procedure or mediation before exercising legal rights. We do not require confidential arbitration for consumer claims.

Changes to an existing agreement require both parties' agreement. If a provision is unenforceable, other provisions remain effective where they can operate lawfully. You may use an authorised representative. The contract does not create a partnership or employment relationship. Agency exists only to the extent expressly agreed and legally effective.

English and Welsh law governs the agreement. For a business client, the courts of England and Wales have exclusive jurisdiction unless a specific signed agreement provides otherwise. A consumer retains mandatory protections of applicable local law and any right to bring or defend proceedings in a court with jurisdiction in their place of residence.