Service Agreement

1 Services Provided

APG Group LLC ("Provider") agrees to provide travel concierge and planning services to the client for travel to the destination(s) specified at the time of booking.

APG Concierge is an independent travel planning service and is not a licensed travel agency. All bookings made on behalf of the client are done so with explicit written authorization from the client.

Services include:

• Customized day-by-day itinerary creation
• Hotel and accommodation recommendations with booking assistance
• Restaurant and experience reservation assistance
• Transportation guidance and booking coordination
• Travel support as outlined in selected service tier
• Pre-trip consultation and planning support
• During-trip support per service tier specifications

2 Scope of Services

2.1 What Provider Will Do

Provider will use professional expertise and knowledge to:

• Create a personalized itinerary based on client's preferences and travel style
• Provide curated recommendations for accommodations, restaurants, and experiences
• Coordinate bookings with third-party vendors on client's behalf with proper authorization
• Provide travel support during planning phase and trip as specified in selected service tier
• Respond to communications within timeframes specified in service tier
• Assist with navigation of unexpected situations during travel (within availability hours)

2.2 What Provider Will Not Do

Provider is NOT:

• A licensed tour guide or tour operator
• A medical professional, legal advisor, or financial consultant
• Responsible for the operation, quality, or performance of third-party services (hotels, restaurants, tours, transportation)
• Able to guarantee availability of any third-party services
• Processing payments on client's behalf. All vendor charges are made directly to the client's payment method
• Liable for third-party vendor cancellations, delays, errors, or service failures

3 Client Responsibilities

3.1 Accurate Information

• Supply complete and accurate travel preferences, needs, dietary restrictions, accessibility requirements, and any other relevant information
• Provide correct spelling of all traveler names exactly as they appear on passports
• Notify Provider immediately of any changes to travel party or circumstances

3.2 Travel Documentation

• Ensure all travelers have valid passports (valid for at least 6 months beyond return date)
• Obtain any required visas or travel authorizations
• Verify entry requirements for the destination country and any connecting or transit countries
• Carry all necessary identification and travel documents

3.3 Timely Communication

• Respond to Provider's requests for information or approvals within reasonable timeframes
• Review and approve all bookings before finalization
• Notify Provider immediately of any travel disruptions or emergencies

3.4 Payment Obligations

• Pay all fees according to the payment schedule in Section 4
• Provide credit card authorization for third-party bookings as needed
• Pay third-party vendors directly for all travel expenses

3.5 Insurance

Provider strongly recommends that all clients purchase comprehensive travel insurance covering trip cancellation, medical emergencies, evacuation, and travel delays.

4 Payment Terms

4.1 Payment Schedule

• Initial Deposit (50% of service fee): Due upon signing. Non-refundable. Secures Provider's services and time for trip planning.
• Final Payment (remaining 50%): Due upon delivery of the completed itinerary, no later than 14 days before departure.

4.2 Travel Expenses

The planning fee does not cover flights, hotels, accommodations, meals, entrance fees, transportation, tours, or any other third-party costs. Client pays vendors directly using their own payment method. Provider coordinates bookings with client authorization. Client receives all booking confirmations directly, and must approve all bookings before they are finalized.

4.3 Additional Fees

• Additional travelers beyond 4: $200 per person (paid with final payment)
• In-person concierge assistance: $300/day (paid in advance)
• Emergency travel assistance: $150/hour, minimum 1 hour (invoiced after service)
• Rush planning fee (less than 14 days notice): 25–50% surcharge depending on tier (paid with deposit, non-refundable)

5 Modifications to Reservations

5.1 Itinerary Revisions During Planning

Each service tier includes a specified number of revision rounds. Additional revisions beyond included rounds may incur a fee of $100 per revision.

5.2 Changes to Confirmed Bookings

Changes to already-confirmed bookings (accommodations, restaurants, tours) may not be possible and are subject to:

• Third-party vendor change and cancellation policies
• Potential change fees from vendors, which are the client's responsibility
• A Provider administration fee of $25 per simple change (e.g., reservation time adjustment) or $50 per complex change (e.g., rebooking accommodation, restructuring an itinerary segment)
• Potential loss of deposits or prepayments to vendors

5.3 Change of Travel Dates

One date change request submitted prior to the final payment due date may be accommodated subject to a $100 administration fee and the change policies of any affected third-party vendors. Any additional date change, or any date change submitted after the final payment due date, is classified as a cancellation and is subject to the cancellation policy in Section 6.

5.4 Changes to Number of Travelers

• Before final payment: Removing a traveler results in forfeiture of their portion of the deposit. Per-person pricing for remaining travelers may increase.
• After final payment: The full amount paid for a removed traveler is non-refundable.

6 Cancellation and Refund Policy

All cancellations must be submitted in writing via email. The cancellation date is determined by the date Provider receives written notice.

6.1 Cancellation by Client: Planning Fee

The initial 50% deposit is non-refundable upon receipt of payment. Refunds of the final 50% payment (if already paid) are governed by the following schedule, measured from the date Provider receives written cancellation notice to the scheduled departure date:

If the client cancels before making the final payment, no further amounts are owed beyond the non-refundable deposit. The maximum amount refundable under this section is the final 50% payment.

6.2 Third-Party Vendor Refunds

Refunds for accommodations, tours, restaurants, and transportation are subject to each vendor's individual cancellation and refund policies, resolved directly between client and vendor. Provider will assist in requesting refunds but cannot guarantee outcomes and is not liable for any vendor fees, penalties, or non-refundable amounts.

6.3 Cancellation by Provider

If Provider must cancel due to unforeseen circumstances, the client receives a full refund of all planning fees paid. Provider will assist in managing vendor cancellations but is not responsible for vendor refund policies.

6.4 Leaving the Trip Early

If a client departs the trip after it has started, no refund is available for any unused services, including accommodations, transportation, excursions, or the planning fee.

7 Limitation of Liability

Provider's total liability under this agreement is limited to the amount of the planning fee paid by the client. Provider is NOT responsible or liable for:

7.1 Third-Party Service Failures

• Errors, delays, cancellations, or quality issues from hotels, airlines, restaurants, tour operators, or any other third-party vendors
• Overbooking, lost reservations, or booking errors by third parties
• Changes to third-party operating hours, closures, or availability

7.2 Travel Disruptions

• Flight delays, cancellations, or missed connections
• Transportation strikes, service disruptions, or route changes
• Traffic, weather, or road conditions affecting travel times

7.3 Force Majeure Events

• Acts of God, natural disasters, pandemics, or public health emergencies
• War, terrorism, civil unrest, or political instability
• Government actions, travel restrictions, or border closures

7.4 Personal Circumstances

• Medical emergencies, illness, or injury during travel
• Loss, theft, or damage to personal property
• Emergency medical expenses or repatriation costs

8 Insurance Requirement

Provider strongly recommends that all clients purchase comprehensive travel insurance before departure. Recommended coverage includes:

• Trip cancellation and interruption
• Medical expenses and emergency medical evacuation
• Lost, stolen, or delayed baggage
• Travel delays and missed connections
• Cancel for Any Reason (CFAR) coverage if available

Provider is not responsible for any losses, expenses, or situations that could have been covered by travel insurance. The decision to travel without insurance is solely the client's responsibility.

9 Emergency Assistance

9.1 Standard Support (Included in Planning Fee)

• During planning: Email support with response times per service tier; pre-trip consultation calls as specified
• During trip: Phone and text support 10am–4pm Central European Time (CET/CEST); text support 4pm–10pm Central European Time (CET/CEST) (response within 2 hours); check-in calls as specified in service tier

9.2 Emergency Travel Assistance (Additional Fee)

Rate: $150/hour (minimum 1 hour) plus travel expenses if on-site presence is required. Clients may reach out at any time during their trip; however, this service is not guaranteed 24/7. To ensure priority response, clients must clearly identify their situation as an emergency when making contact. Provider will respond as quickly as availability allows. Applicable situations include medical emergencies, accidents, lost documents, missed connections, booking failures, and weather events.

Emergency assistance provides travel navigation and communication support only. Provider is not a medical professional or legal advisor. Provider will assist in communicating with appropriate professionals and authorities, but all medical, legal, and official decisions remain the responsibility of the client and relevant licensed professionals.

10 Complaints and Dispute Resolution

10.1 Complaint Procedure

• During trip: Contact Provider immediately via phone or text during available hours
• After trip: Submit written complaint via email within 15 days of trip completion

Provider will work in good faith to address concerns and reach resolution.

10.2 Third-Party Complaints

Complaints regarding third-party services (airlines, hotels, restaurants, tours) must be directed to those providers. Provider may assist in communicating complaints but is not responsible for vendor responses or resolutions.

10.3 Dispute Resolution

• Negotiation: Parties will first attempt to resolve through good faith negotiation
• Mediation: If negotiation fails within 30 days, parties agree to mediation
• Arbitration: If mediation fails, binding arbitration applies
• Governing Law: This agreement is governed by the laws of the State of Texas

11 Intellectual Property

All itineraries, recommendations, travel guides, and materials created by Provider remain the intellectual property of APG Group LLC.

Client may: use materials for personal trip planning and share with traveling companions included in the booking.

Client may NOT: reproduce, distribute, or share materials for commercial purposes; resell, republish, or redistribute itineraries; or use Provider's materials to plan trips for others.

12 Confidentiality and Privacy

Both parties agree to keep confidential any personal or sensitive information shared, protect personal data in accordance with applicable privacy laws, and use information only for purposes related to the travel arrangement.

Provider will not share client's personal information with third parties except as necessary to fulfill services (e.g., providing names to hotels for reservations).

13 Force Majeure

Provider shall not be liable for failure to perform obligations under this agreement when such failure results from circumstances beyond Provider's reasonable control, including natural disasters, pandemics, war, terrorism, civil unrest, government actions, travel bans, or technical failures.

In the event of Force Majeure, Provider will notify the client promptly in writing, make reasonable efforts to provide alternative solutions, and refunds will be subject to Section 6 and applicable vendor policies.

14 Entire Agreement and Modifications

This agreement constitutes the entire understanding between Provider and client and supersedes all prior discussions, proposals, or agreements (written or oral). This agreement may only be modified in writing and signed by both parties.

If any provision of this agreement is found to be unenforceable, the remaining provisions remain in full effect.

15 Contact

Questions about this agreement can be directed to travel@apgconcierge.com.