Terms of service

Last updated: 29 September 2026

1. Who we are

Certified Concierge is a trading name of Global Ecom Solutions LLC, a limited liability company organised in the United States ("Certified Concierge", "we", "us"). Certified Concierge serves clients internationally from Quebec, Canada.

Contact: concierge@certifiedconcierge.ca

These terms apply to every request, quote and booking made with Certified Concierge through our website, by email, by WhatsApp or through any other channel. By accepting a quote, you agree to these terms.

2. Our service

Certified Concierge is a private concierge service. At your request, we research, compare and coordinate services that are provided by independent third parties ("Suppliers"), such as airlines, private aircraft operators, chauffeur and transfer companies, hotels, villa owners and managers, yacht owners and operators, event organisers and ticket sellers, professional watch dealers and resellers, and private security providers.

Unless expressly stated otherwise in writing, we do not own or operate these services. Each service is provided by its Supplier under the Supplier's own terms and conditions, which apply to your booking and are disclosed or identified in your quote or confirmation.

Brand names and logos of airlines, hotels, manufacturers or other companies shown on our website identify services that may be arranged through the relevant providers. They do not mean that these companies endorse, sponsor or are affiliated with Certified Concierge.

3. How a booking works

1. Request. You send a request. A request is free, creates no obligation for you or for us, and does not reserve any service.
2. Custom quote. We send you a written quote stating the proposed services, the total price and its currency, what is included and what is excluded (including whether any applicable taxes or third party charges are included), the payment terms, the Supplier conditions that apply (including change, cancellation and refund conditions) and how long the quote is valid.
3. Acceptance. You accept the quote in writing within its validity period.
4. Payment. You pay the amount required by the quote through the secure payment link we send you.
5. Confirmation. Your booking is confirmed only once the required payment has been successfully received and we have issued a written confirmation. Until then, no service is reserved.

4. Prices, availability and changes before confirmation

Whenever possible, we quote a total price for the services requested rather than a separate concierge fee. The quote states exactly what the price includes and excludes.

Suppliers set their own prices and availability, which can change until your booking is confirmed. If a price or availability changes before confirmation, we will inform you and you may accept the new conditions or decline them at no cost.

Savings mentioned on our website, for example on premium cabin fares or selected hotel stays, are indicative. They depend on routes, dates, availability and Supplier conditions and are not guaranteed for a specific request. The price that applies to you is the one stated in your accepted quote.

Prices are expressed in the currency stated in the quote. Your bank or card issuer may apply currency conversion or foreign transaction fees.

Certified Concierge is not currently registered to collect Canadian sales taxes (GST/QST). Each quote states whether any applicable taxes or third party charges are included.

5. Payment

Payments are processed through Shopify's secure checkout and the payment methods offered at checkout. We do not receive or store full payment card numbers. Some services require full payment at booking; others require a deposit with a balance due by the date stated in the quote. If a required payment is not received on time, the Supplier may release the service and the applicable cancellation conditions may apply.

6. Changes and cancellations

Changes and cancellations are governed by our Cancellation and Refund Policy and by the conditions disclosed in your accepted quote. Not every booking is refundable: many travel, event and peak season services are partly or fully non refundable.

7. Your responsibilities

• Provide accurate and complete information, including names exactly as they appear on passports, dates of birth where required, contact details and any special requirements.
• Hold valid travel documents for every traveller, including passports, visas, entry or transit authorisations and any health documents required by the destination, transit countries or carriers. We may share general information on request, but obtaining and checking these documents remains your responsibility, and we are not responsible for denied boarding or entry caused by missing or invalid documents.
• Follow the rules of each Supplier, including check in times, baggage rules and the house rules of properties and vessels.
• We strongly recommend comprehensive travel insurance, including cancellation, medical and baggage cover.

8. Timepieces

Watches are sourced only through verified professional dealers and resellers. Certified Concierge is not an authorised dealer of any watch brand unless this is expressly stated and documented for a specific brand.

Before any purchase, the quote or invoice for the specific watch discloses its model and reference, condition, the authentication or provenance information available, the warranty that applies, return eligibility and the accessories and documents included. Warranties and returns are limited to the conditions expressly stated in that quote or invoice and to the rights provided by applicable law.

9. Private security

Private security services are coordinated through appropriately licensed or authorised professional third party providers wherever licensing is legally required. Certified Concierge is not a security agency and does not itself provide security services.

10. Force majeure

Neither we nor our Suppliers are responsible for failure or delay caused by events beyond reasonable control, including extreme weather, natural disasters, epidemics, government decisions, border closures, strikes, air traffic restrictions, war, terrorism and major technical failures. In such cases we will help you look for alternatives, and any refund depends on the amounts actually recoverable from the Supplier, as described in our Cancellation and Refund Policy.

11. Liability

We coordinate services with care and diligence. As an intermediary, we are not responsible for the acts, omissions or defaults of Suppliers, nor for events described in section 10. To the extent permitted by applicable law, our liability in connection with a booking is limited to the amounts paid to Certified Concierge for that booking.

Nothing in these terms excludes or limits any right or remedy that cannot be excluded or limited under the consumer protection laws that apply to you, including, for consumers residing in Quebec, the Consumer Protection Act.

12. Privacy

We handle personal information as described in our Privacy Policy.

13. Complaints

Please send any complaint to concierge@certifiedconcierge.ca with your reference (CC-…). We acknowledge complaints as soon as reasonably possible and aim to send an initial response within 5 business days. When an investigation or a Supplier is involved, the time needed to resolve the complaint may be longer; we will keep you informed.

14. Governing law and disputes

These terms are interpreted in accordance with the laws that apply to the contract. Nothing in these terms deprives you of the protection of mandatory consumer protection rules of the place where you reside, or of your right to bring a claim before the courts that have jurisdiction under those rules.

15. Languages

These terms are available in French, English and Spanish. For consumers in Quebec, the French version is available and nothing in these terms limits your rights under the Charter of the French language.

16. Changes to these terms

We may update these terms. The version published on our website when you accept a quote applies to that booking.