By activating your account and using the Level Nine Services (L9), you agree to all of the terms and conditions of this L9 Usage Agreement (“Usage Agreement”). If you do not agree with any of the terms or conditions contained herein, please do not use L9. L9 reserves the right to change, modify, add, or remove portions of this Usage Agreement or the terms or conditions contained herein at any time. Changes to the agreement will be periodically made and included in a new “Usage Agreement” which will be posted in replacement of the old “Usage Agreement.” Your continued use of L9 following the posting of any changes will mean that you have accepted the change
All monthly membership packages and à la carte service and hourly services must be paid for by personal check or credit card. We accept Visa, MasterCard and American Express. Any rates listed by L9, are for services rendered directly by L9 and do not include charges for third party vendors, or merchandise purchased to complete the request. There is a two- hour minimum required on all services requested with billing then being charged in fifteen-minute increments. We can provide services to you 24/7, however, L9 hours are 8AM-6PM, Monday through Friday. Services requested outside of normal business hours or on holidays may be subject to additional fees.
Third Party Expenses
At the User’s request, L9 may purchase items either over the Internet or on the phone with third party vendors with the User’s credit card. In the event that the User initially wants L9 to make purchases for the User, the User will be asked for a credit card to be used for those charges. Such authorization may be either verbally or in writing. Any request over $300 must be by email, fax, or other written authorization. L9 shall not purchase any item on behalf of the client from a third party unless first authorized to do so by the client. L9 does not warrant or stand behind any purchases made on the User’s behalf. L9 is merely acting to facilitate the purchase and all disputes with charges need to be addressed to your credit card company or merchant. All invoices, shipping information, etc. will be sent directly to User’s email address for vendor. If L9 agrees to make a credit card purchase on behalf of the client (i.e. not made directly with the client’s credit card), L9 reserves the right to charge a convenience fee of 5%.
Our hourly rate for on-site errand running begins from the time the L9 professional departs the l) office. Trips in length of fifteen miles or more will be billed at $0.55 per mile. (Please note: mileage rates are subject to change based on the IRS designated compensation rate.)
All hours for membership plans must be used within ninety days of the first hour used. Hours not used within ninety days will not be refunded or rolled over to the following month.
Services scheduled with less than twenty-fours hours notice, may incur a convenience fee of $25.00, to accommodate necessary scheduling changes. Services canceled without prior notice may result in the full price of service being charged.
Access to Property
If the task requested by the client requires access to a business or residence, arrangements must be made to allow L9 access to the property. If, for any reason, L9 cannot gain access, the full charge will be assessed to the client. Clients may choose an option of a key safe to arrange for service access or arranging for key pick-up and drop-off if the client is not available.
Concierge services are for providing you with informational driven services, limited to virtual telephone oriented, email or online tasks. Our consultants will not physically provide any work such as pick-ups, mailings, drop offs, or any ERRAND SERVICES. Errand services (see below) are available at an hourly rate or a per-request rate and only in available areas. In addition, concierge requests do not include providing any secretarial services such as checking email, creating spreadsheets or placing postings online. Other than that, we can find, research, book, call, remind, order online and do just about everything else you’d like for us to do on your behalf.
Errand-running services include all personal assistant services that involve personal errand running on location and cannot be handled over the phone or online. For requests beyond what is covered by concierge requests, the charge will be billed hourly or on a per request basis.
Concierge specialists are always based in our home office location in Germantown, TN but it is not guaranteed that you will speak with or deal with the same concierge consultant each time you place a request, unless stipulated as part of your membership plan. Concierge specialists will do their best to provide you with the information or task at hand. However, there will be circumstances where such information or unusual requests are not fulfilled and L9 will not be held accountable, liable or financially responsible for any inaccurate information provided.
You will automatically be billed one day prior to the beginning of your membership cycle every three months. Your subscription will renew automatically once you purchase your membership online and agree to these terms. Please note that your membership will begin from the date you signed up and automatically renew in ninety days. Memberships are not set to renew at the beginning or ending of each month, rather they begin on the day that you activate your membership. Please make sure that you provide a credit card that you plan on keeping, that you have the appropriate billing address information for, and that you plan on using for our charges. Unused credits and requests do not roll over. If clients utilize additional hours over their monthly membership package, they can either choose to purchase à la carte hours or upgrade to another package.
Cancellations of memberships are subject to review and must be requested prior to the next billing cycle. Should you cancel any time after the first day of your renewed membership cycle, you will be billed for that month. If you sign up for a membership and want to cancel in the same month, you will not be eligible for a refund. We will bill you for that first month and remove your membership thereafter and ensure that your membership no longer renews. If you want to terminate your account, please email us at firstname.lastname@example.org for further instructions.
Your membership will automatically renew every three months and you will be automatically billed. You will not be notified of the renewal. Therefore, you consent and allow L9 Services to charge your card every ninety days without contacting you in any way, unless you notify us to cancel your account. You can upgrade or downgrade your account based on your usage at any time. You are eligible to upgrade or downgrade your account after fifteen days have passed since your membership had last renewed. For upgrading, you will pay the portion of the new membership, minus the portion you paid for your lower grade membership
By agreeing to our terms, you realize that there are inherent limitations to the services we are to provide. We will not make illegal purchases on your behalf or represent you in any unlawful or illegal way. For purchases made on your behalf, L9 nor its employees will be held accountable for returns, refunds, or guarantees on behalf of the products or services your are purchasing. We will take all the precautions necessary to protect your information, but we will not be held responsible or accountable or liable for any reason whatsoever should your information become exposed or if you are not pleased with the products or services you approved for us to charge on your behalf. Concierge operators will also not lie on your behalf for any reason or be involved or responsible for any of your personal, business, financial or other actions. Our operators will not honor fraudulent outbound calling, money collections, prank calling or other illegal activities.
Please keep in mind that to better service all of our clients we would appreciate your prompt inquiries. Operators will not remain on-hold for long periods of time, or provide in depth research with concierge requests. If that is desired, we can perform that task at an hourly or per-request rate. We anticipate that most concierge request calls will commence from beginning to end in approximately two-four minutes. If required we will divide the requests: twenty minutes = one credit. In addition, for ASAP requests, we advise that you make such requests via telephone.
There will be no refunds for services that are rendered. As mentioned above, to cancel monthly membership plans we must be notified in advance. The current month will be billed for services accordingly, whereas the following month will not. Credits will be refunded only if there was an error committed by a Concierge consultant. In that case, please notify our office that they had provided you with the wrong information and they will then provide you with the correct information and refund your account by one credit. There will also be no refunds for purchases made on your behalf. When you ask for our representatives to make purchases on your behalf, we will not be held accountable should the product or service you are purchasing not meet the expectations you had in mind. Please review on your own, all refund and exchange policies with the service providers you intend for us to make purchases on your behalf, prior to asking that we make any purchases for you. We will not be held accountable, liable or responsible in anyway for purchases on your behalf that are lost during shipping, tickets arriving late, goods damaged in the mail, etc. We will make purchases on your behalf simply to save you time, but will not be responsible for the goods or services we are purchasing.
Travel Arrangements are also offered as part of our services. L9 will try to find you the best deal for air travel, hotel accommodations, limo services, etc. We will not be responsible any way and do not represent the quality or vouching of any of these service providers. As the customer, you are accountable for the final selection of your destination or service provider. If you are not pleased with any services referred to by our operators, please contact the service provider rather than L9. Once we make a purchase or place an order for flights, hotels, or any other travel related services, we will not be held responsible for any refunds or disputes. It will be your responsibility to inquire upon any cancellation rules prior to booking and dispute any concerns you have directly with the service provider. L9 will not refund, credit, or be held responsible whatsoever for any travel related purchases.
From time to time, an operator may offer to text you the information you are looking for. Whether you are looking for movie times, directions or a telephone number, we’ll send you a text message. You agree that by saying yes to receiving the text message, you may be charged by your cell phone company. L9 will not reimburse or be responsible for your text message charges.
Should you sign up for our VIP Memberships, you will be assigned to a dedicated team of staff members. These staff persons will be your primary contact points for you to place your requests. You may reach these individuals via the common method of placing requests, however, your dedicated team will be assigned to your requests. Please take note that your individual staff members WILL NOT be available 24/7 (they’ve got to sleep too). You will be able to reach your dedicated staff team Monday through Friday from 9AM-5PM CST. For times when they are not available, you will still be able to utilize our services by simply contacting the general concierge and assistants via the email address and telephone number listed in your Welcome Packet. VIP Memberships also allow a second card holder to place requests on your account. Please be advised that the primary account holder’s information will be the only information stored on the account. The secondary account holder must be able to provide the primary contact’s member number and verify the account information (email address, mailing address, telephone), etc. to utilize the account.
If you were provided with a Gift Membership it is required that you activate your membership within twelve months from the date of purchase. If you have not activated your membership in less than twelve months from receiving your gift membership, you will not be eligible for use of our service. Please note that your gift membership will expire within a predetermined period of time. You must utilize our service during this ACTIVE period of time as unused requests will not be made available for use or refunded whatsoever upon expiration. All sales are final.
Mailing – Your Personalized Concierge Card will be mailed to you along with your Welcome Materials approximately three-five business days after joining LifeStyle Concierge Services.
Lost Cards / Replacements – Should you lose your card or would like one replaced, the charge for the card is $10.00. You may not add additional cards to your account for other users to reap benefits of the cards. There is a maximum of one card per membership, unless stipulated otherwise in your membership plan.
The L9 Card is not a credit card. It is a physical representation of your membership with L9. You can use this card to obtain discounts and other benefits at active local discount participating locations.
L9 knows how important privacy is to you and is committed to honoring your privacy.
All personal and credit card information obtained is gathered for the purpose of providing concierge services and billing the client for services rendered. At no time, will the collected information be disclosed to a third party, except for the purpose of completing the client’s financial obligation to L9.
Limitation of Liability
In no event will L9 or any of its partners, providers, affiliates, including their respective officers, directors, employees or representatives, be liable for any indirect, incidental, compensatory or punitive damages or damages resulting from loss of profits, lost data or business interruption arising out of the use, inability to use, or the results of use of the service. You agree to indemnify, defend and hold harmless L9, its service providers, and each of their subsidiaries, affiliates, officers, directors, shareholders, beneficiaries, members, partners, employees, consultants, attorneys and agents and their respective successors and assigns, if any, (collectively the “Indemnified Parties”) from and against all claims, actions, losses, liabilities, damages, costs and expenses (including, but not limited to, attorneys’ fees and costs) arising from or relating to your use of the Services . Recommendations of third party vendors are at your own risk and L9 shall not be held responsible for any dissatisfaction from any service or merchandise. The decision to use any third party service vendor is totally your own, and is only a recommendation by us and holds no guarantees for satisfaction. Any complaints, refunds, etc. should be directed to the specific vendor and not to L9. The concierges’ comments and recommendations presented are based on research and opinions collected by the concierges, and are subject to change at any time. In addition, all responses will be provided based upon REASONABLE research and efforts on behalf of our staff. We do not recommend utilizing our services for financial, legal, tax or other sensitive matters.
We use all reasonable endeavors to monitor the goods and services provided by our service partners but we cannot accept responsibility for any loss, liability or cost incurred by you as a result of any acts or omissions of service partners nor can we guarantee the accuracy of information supplied to you by service partners. No guarantees can be given on behalf of any service partners. You will be required to seek compensation for any loss or damage suffered directly from the service partner.
Excessive Cleaning: Level Nine Services will charge you (as a client ) or (as a passenger) a $175 excessive cleaning fee for the cost of cleaning the vehicle as result of you or your authorized party getting sick inside of the car. You also agree and acknowledge to pay all the related fees and charges to get the vehicle back to its normal working condition. You also agree to pay for all and any damages including but not limited to burned seats, any technical or mechanical failure to the equipment inside the vehicle, missing items, or any body damages to the outside of the vehicle during your or your authorized party accommodations.
L9 holds the right to refuse any business it feels is unsafe and unsuitable for its employees.
All notices to a party shall be in writing and shall be made either via email or US mail. Notice shall be deemed given twenty-four hours after an email that is not returned to the sender is sent, or three days after deposit in the US mail, to you at the address provided by you upon registration and to L9 at the address set forth below.
Attn.: Chief Operating Officer
Level Nine Services
7970 Farindon Drive Germantown,TN 38138