A clear understanding
Your membership, explained.
Which membership is right for me?
Privé is for the research, plans and arrangements you would like off your mind. Signature adds scheduled in-person help when you would also like us to carry out the practical details. You receive the same personal care from Darius and Caitlin with either membership.
Does Signature mean nine interchangeable hours?
No. Signature includes five hours of remote support plus a separate four-hour in-person allowance, across up to two bookings each membership month. The two allowances do not transfer into one another. Both of us attending uses one hour of the physical allowance for each elapsed hour; remote work counts our combined working time.
What does fair use actually mean?
We use clear limits: five remote hours, and with Signature four in-person hours across up to two bookings. Travel and waiting count within the physical allowance. We agree the service area, travel starting point and typical needs before you join, then confirm each booking’s route, time and expense limit with you. It is scheduled support, subject to availability. It is not unlimited attendance.
What is additional?
Purchases, gift materials and agreed external expenses such as parking are additional. Ordinary fuel within your agreed area is included with Signature. Standalone concierge courier journeys, large projects, work outside your agreed area and physical help beyond your allowance need a separate quote. Extra remote support is £60 per hour, in £15 increments per 15 minutes, agreed in advance. We never charge twice for the same work.
How are physical bookings arranged?
Ask us with at least two working days’ notice where possible. We agree the date, route, allowance use and expense limit in your account; you approve before we proceed. Shorter notice is by agreement. Proposals reserve time and a booking slot until accepted, declined or withdrawn. Contact us promptly if plans change.
When can I get in touch?
Our usual contact hours are 9am–9pm, every day, year-round, London time. We reply around existing commitments and communicate exceptional absences. Contact hours do not guarantee an immediate reply or attendance. Every appointment is confirmed individually.
Who can join Signature?
The same three completed, paid concierge engagements are required; courier-only work does not count. You do not need to join Privé first or meet a minimum spend. Darius and Caitlin both review your practical needs, location, scheduling and our capacity before approving Signature.
Who can use the membership?
One named member can request help for their household. Allowances are shared across those requests, not multiplied per person. An optional 20-minute planning conversation and agreed reminders use your remote allowance. Internal handovers are not charged.
What if I use less time, or need more?
Unused allowances do not routinely roll over or become credit. We show time used and agree additional work before proceeding; no automatic overages. If we cannot offer reasonable availability for included physical support, we discuss an alternative appointment, extension or appropriate price adjustment.
Can I stop or change my membership?
Both tiers renew monthly. There is no joining fee or three-month commitment. You can stop the next renewal before it is due. Contact us to discuss changing tier; it requires a fresh agreed offer and any applicable suitability review. Cooling-off and other statutory rights are explained in the membership terms.