Client Terms & Conditions

1. Our services

HNDLD provides concierge, relocation, lifestyle management, and coordination services connecting clients to trusted partners and service providers in the UK, UAE, and other regions as agreed. We act as a facilitator and coordinator to help clients access and manage high-quality services efficiently and securely.

2. Our role and relationship with partners

• We do not directly deliver all services to clients. Instead, we coordinate and engage independent third-party partners (“Service Partners”) who provide the requested services.
• We take reasonable care to recommend reputable and qualified partners but are not responsible for the acts, omissions, performance, or non-performance of any Service Partner.
• The Client may be required to enter into direct agreements with certain Service Partners, and such agreements will govern their specific terms of engagement.

3. Fees and payments

• At this stage, HNDLD does not charge Clients any direct fees for its services.
• Where applicable, HNDLD may receive a commercial arrangement or referral fee from its Service Partners in recognition of its coordination, facilitation, or introduction efforts.
• Clients are not legally obligated to pay any additional fee to HNDLD unless expressly agreed in writing.
• In future, we reserve the right to introduce service or coordination fees, subject to prior notice and agreement.

4. Client responsibilities

• Clients must provide accurate, complete, and up-to-date information necessary for us to fulfil our role.
• Clients shall cooperate in good faith with HNDLD and any Service Partners engaged on their behalf.
• Clients are responsible for complying with all applicable laws and regulations related to their relocation, residency, or other relevant matters.

5. Confidentiality and data protection

• Both parties agree to keep all personal, financial, or business information shared in confidence.
• HNDLD will process personal data in accordance with applicable data protection laws and our privacy policy.
• Client information may be shared with Service Partners solely for the purpose of providing the requested services.

6. Client non-circumvention

The Client agrees that, for a period of 18 months from the date of first introduction, they shall not directly or indirectly contact, engage, or contract with any service provider, vendor, or partner introduced by HNDLD, except through HNDLD. Any such approach or engagement made in breach of this clause shall entitle HNDLD to recover any commission, introduction fee, or equivalent remuneration that would otherwise have been payable had the relationship been managed through HNDLD.

7. Third-party referrals

The Client shall not, for a period of 18 months from the date of first introduction, introduce, refer, or recommend any HNDLD partner or service provider to other individuals or entities, without HNDLD’s prior written consent. If a referral results in any transaction or engagement between that third party and the HNDLD partner, HNDLD shall remain entitled to its agreed commission or share of revenue as if the introduction had been made by HNDLD.

8. Liability

• HNDLD acts solely as a coordinator and facilitator. We do not guarantee the performance or outcomes of any third-party service.
• To the fullest extent permitted by law, HNDLD excludes all liability for any loss, damage, or expense arising from: any act, omission, or default of a Service Partner; any reliance placed by the Client on information or recommendations provided by us; or any indirect, consequential, or economic loss.
• Nothing in these Terms excludes or limits liability for death, personal injury, or fraud resulting from our negligence.

9. Termination

• Either party may terminate this Agreement for any reason by providing one (1) month’s written notice to the other party.
• Termination shall not give rise to any penalty or compensation, and any accrued rights or obligations prior to termination shall remain enforceable.
• Upon termination, HNDLD will use reasonable efforts to ensure any ongoing introductions or coordination are appropriately handed over or concluded.

10. Dispute resolution

• Any dispute or claim arising under or in connection with these Terms shall first be discussed in good faith.
• If not resolved amicably, the dispute shall be referred to mediation in Dubai.
• If still unresolved, the dispute shall be subject to the exclusive jurisdiction of the courts of the Dubai International Financial Centre (DIFC).

11. Governing law

These Terms and any non-contractual obligations arising out of or in connection with them shall be governed by and construed in accordance with the laws of the Dubai International Financial Centre (DIFC).

12. General

• These Terms represent the entire agreement between HNDLD and the Client.
• Any amendments or variations must be agreed in writing.
• If any provision of these Terms is held to be invalid or unenforceable, the remaining provisions shall continue in full force and effect.
• Any breach of the non-circumvention or referral restrictions may cause commercial harm to HNDLD. HNDLD reserves the right to seek equitable relief, including injunctions, and to recover its lost fees, commissions, or other commercial entitlements.