Terms of Service

What IQ Concierge is

IQ Concierge is the trading name of IQ Concierge Ltd, a company registered in England and Wales (company number 17505862), whose registered office is 2 New Walk, Leicester LE1 6TF (“we”, “us”). We are a travel planning and booking service and act as an intermediary: flights are ticketed by airlines via our travel technology partners, hotel stays are supplied by the hotel via our accommodation partner Nuitée (LiteAPI), and activities are fulfilled by their listed operators or arranged by our concierge team. Your contract for the travel service itself is with the airline or operator; our role is finding, arranging and supporting it.

Flights and ATOL

When you book a flight on its own, IQ Concierge Ltd acts as a ticket agent for the airline and your ticket is issued as soon as payment is taken. Flight-only bookings are not protected under the ATOL scheme. We do not currently sell flight-inclusive packages.

Prices & fees

Fares shown include taxes at the moment of search; airline fares can change until a booking is confirmed. Flight prices we show already include our concierge service fee (the greater of £25, or its equivalent in the fare's currency, and 6% of the fare), which is itemised at checkout before you confirm. No hidden charges. Hotel prices are the total for your stay, include taxes unless stated, and are charged in the currency shown; flight prices shown in another currency are a guide and you are charged in the fare's currency. “Elsewhere from” prices are the public rate reported by the hotel's supplier at the time of search. Hotel card payments are processed by our partner Nuitée, whose name may appear on your statement. Illustrative prices on marketing pages are examples, not offers.

Changes & cancellations

Changes and refunds follow the fare rules of the airline or the cancellation policy of the hotel or activity operator (including any free-cancellation deadline shown on the room), which we show or confirm before you book. Concierge fees are non-refundable once the work of arranging is done, except where the law says otherwise. Contact the concierge desk as early as possible — earlier almost always means cheaper.

Because flights, hotel stays and activities are booked for specific dates, the 14-day cancellation period under the Consumer Contracts Regulations 2013 does not apply. Your cancellation rights are the ones shown for each booking.

Your responsibilities

Passenger details must exactly match travel documents. You are responsible for valid passports, visas and health requirements for your destination — we can point you to official sources but cannot guarantee entry requirements.

Liability

We arrange travel with reasonable skill and care. We are not liable for airline delays, cancellations, weather, or acts of the travel providers themselves, though we will always help you pursue what you're owed. Nothing in these terms limits rights you have under UK consumer law.

The legal bits

These terms are governed by the law of England and Wales. If any part is found unenforceable, the rest still applies. Questions: info@iqconcierge.co.uk.