A clear brief
Your written confirmation sets out the service, dates, inclusions and price, so everyone knows what to expect.
Clear terms for private-house management, hosted stays, private dining, private travel and concierge services.
Last updated 19 August 2026.
Our terms are here to make every arrangement feel secure, not complicated. Before anything begins, we agree what we are arranging, what it costs and who is responsible for each part.
Your written confirmation sets out the service, dates, inclusions and price, so everyone knows what to expect.
We do not commit significant additional spending or make material changes without your agreement.
Whether delivered by us or a carefully selected partner, our role is explained clearly and handled with care and discretion.
Any cancellation or change terms are shared before confirmation. We always aim to find a practical, fair way forward.
Owners, guests, properties and private information are treated respectfully, safely and with complete discretion.
If something unexpected happens, we communicate quickly and work to rearrange, replace or refund the affected service fairly.
These terms apply to services supplied or arranged by The Private House Ltd, company number 17272416, whose registered office is 124 City Road, London, EC1V 2NX ("The Private House", "we", "us" or "our"). The person or organisation making the enquiry or booking is referred to as "you" or the "client".
Your contract is made up of these terms, our written proposal or booking confirmation, and any service-specific agreement we provide. The proposal or confirmation will set out the agreed scope, price, payment schedule and any special cancellation terms. Mandatory rights under applicable law always take priority.
Depending on the arrangement, The Private House may supply a service directly, act as your coordinator, or introduce and book an independent property owner, chef, host, housekeeper, driver, tradesperson or other specialist. We will make our role clear before confirmation.
Where we act as an agent or introducer, the relevant supplier remains responsible for the service it provides and may have its own terms. We will share any material supplier terms made available to us before you commit. We remain responsible for carrying out our own agreed selection, introduction and coordination services with reasonable skill and care.
If a named individual becomes unavailable, we may propose a suitably experienced replacement. We will not make a material substitution without telling you.
Requests to change or cancel must be made in writing. The cancellation schedule in your proposal or confirmation will apply. Any amount retained will reflect the notice given, work already performed, reasonable administration and third-party costs or losses that cannot be recovered.
Accommodation, catering and certain leisure services supplied for a specific date or period may not carry a statutory 14-day cooling-off right. Where a statutory cancellation right does apply, we will provide the required information. If you ask us to begin during that period, you may have to pay a reasonable proportion for work completed before cancellation.
If we cancel an arrangement and cannot offer an acceptable alternative, we will refund sums paid for the part we cannot provide. This does not affect any additional rights you may have by law.
Our For Owners service is tailored to each home and will normally be governed by a separate written proposal or agreement. It may include property checks, owner reporting, maintenance coordination, due diligence, booking management, guest-ready preparation, staffing, housekeeping and hospitality only where expressly agreed.
A Private Collection hosted stay may involve a home within our collection or a property discreetly sourced through our network. Availability is never guaranteed until confirmed. We will tell you whether your accommodation contract is with The Private House or directly with the property owner or operator.
If an arrangement constitutes a package or linked travel arrangement under applicable law, nothing in these terms limits the mandatory protection provided by that law.
Private Travel forms part of our Hospitality offer and is a sourcing and coordination service. Flights, helicopters, light aircraft, chauffeured transport, rental vehicles and other travel arrangements are normally supplied by independent, appropriately licensed operators and remain subject to their availability and terms.
Concierge and sourcing are best-efforts services built around availability, suitability and your agreed budget. Recommendations do not guarantee a particular outcome. Tickets, transport, restaurants, products and other third-party arrangements may carry their own prices, deposits and cancellation terms.
We will not commit material third-party expenditure without your approval unless it falls within an agreed authority or spending limit.
Neither party is responsible for delay or failure caused by circumstances it could not reasonably control, including severe weather, transport disruption, utility failure, government action, illness, property damage or supplier failure. We will communicate promptly, take reasonable steps to reduce the effect and try to rearrange or replace the affected element where practical.
Your cancellation rights and any refund will depend on the service, recoverable third-party costs and applicable law.
We will provide our own services with reasonable skill and care. Nothing in these terms excludes or limits liability where it would be unlawful to do so, including liability for death or personal injury caused by negligence, fraud or fraudulent misrepresentation, or your statutory consumer rights.
We are responsible for losses that are a foreseeable result of our breach. We are not responsible for losses caused by inaccurate information, your failure to follow reasonable instructions, or the independent acts of a supplier where we have clearly acted only as agent or introducer, except to the extent that we have failed to use reasonable skill and care in selecting or coordinating that supplier.
If you book wholly for business purposes, neither party will be liable for indirect loss, loss of profit, revenue, opportunity or goodwill. Any additional business-to-business liability limit will be stated in the relevant agreement.
You should maintain insurance appropriate to the property, stay, dining arrangement and guests. We strongly recommend travel insurance for Private Collection stays.
We use personal information in accordance with our Privacy Policy. Because our work takes place in private homes, both parties agree to treat non-public household, guest, security and access information discreetly and to share it only where reasonably necessary to deliver the service or comply with law.
Please raise any concern as soon as possible so that we have a reasonable opportunity to put matters right. Formal complaints should be sent to hello@theprivatehouse.co.uk with the booking or property details. We aim to acknowledge a formal complaint within five working days and provide a substantive response within 14 working days.
If any part of these terms is found unenforceable, the remaining terms will continue. A delay in enforcing a right does not waive it. You may not transfer your contract without our written agreement. We may transfer it as part of a genuine business reorganisation provided this does not reduce your rights.
These terms are governed by the law of England and Wales. The courts of England and Wales will have jurisdiction, except that a consumer living in Scotland or Northern Ireland may also bring proceedings in their local courts and retains any mandatory local protections.
The Private House Ltd
124 City Road
London, EC1V 2NX
Company number 17272416
Questions about these terms can be sent to hello@theprivatehouse.co.uk.