Legal
These Terms and Conditions ("Terms") govern your access to and use of the Priveluxe website (the "Site") and the luxury travel concierge services we provide (the "Services"). By accessing our Site, contacting us, or entering into a booking agreement, you confirm that you have read, understood, and agree to be bound by these Terms and our Privacy Policy.
If you do not agree with these Terms, please do not use our Site or Services.
These Terms may be updated from time to time. Continued use of our Services after changes have been posted constitutes acceptance of the revised Terms.
Priveluxe is a private accompaniment and personal concierge service based in Lugano, Canton Ticino, Switzerland. We offer personalised private experiences between Lake Como (Italy) and the Swiss region of Ticino.
Priveluxe provides a private accompaniment and personal concierge service. We design personalised experiences, offer local guidance, and provide hands-on assistance before and during your stay. We collaborate with a carefully selected network of external partners — hotels, restaurants, transport providers, boat operators, and local guides. However, we are not a contractual party to any agreement between you and those external providers, and we do not guarantee their services.
Our services include, but are not limited to:
Priveluxe does not directly provide accommodation, transport, food & beverage services, or boat charters. These are delivered by independent third-party providers (see Section 13).
All experiences are subject to availability. We work with a limited number of guests per season to maintain the highest standard of personal attention. We reserve the right to decline any enquiry at our sole discretion.
To request a booking, you must submit an enquiry through our website contact form, via WhatsApp, or by email. An enquiry does not constitute a confirmed booking.
Following your enquiry, we will prepare a personalised proposal including the detailed program, inclusions, and total price. A booking is confirmed only when:
You must be at least 18 years of age to make a booking. By confirming a booking, you represent that you are 18 or older.
You are responsible for providing accurate and complete information at the time of booking, including guest names, dietary requirements, arrival information, and special requests. Priveluxe shall not be liable for any issues arising from inaccurate information provided.
All services are priced on a personalised quote basis. Each experience is unique, and pricing is determined according to the specific program, number of guests, duration, and selected partners. No fixed price lists are published.
Prices are quoted in Swiss Francs (CHF) unless otherwise agreed, and are valid for 14 days from the date of the proposal. Prices are inclusive of our accompaniment and concierge fee; they do not include third-party service costs unless explicitly stated in the proposal.
All payments are made exclusively by bank transfer (SEPA or SWIFT). Full payment details (IBAN, BIC/SWIFT, beneficiary) are provided on the invoice issued following your acceptance of the proposal. No automatic, online, or card-based payment system is used. No payment is taken without your prior written agreement on the quoted amount.
| Payment | Amount | Due Date |
|---|---|---|
| Deposit | 50% of total agreed price | Within 7 business days of accepting the written proposal |
| Balance | Remaining 50% | At least 30 days before the experience start date (or in full at booking if within 30 days) |
If the deposit is not received within the agreed timeframe, the proposed dates may be released. Priveluxe will always confirm receipt of payment in writing.
Payments in EUR or other currencies may be accepted by prior agreement. Any exchange rate differences are at the client's expense. The CHF amount on the invoice is the reference amount.
The agreed price covers only the services explicitly listed in the confirmed proposal. Any expenses not listed — including gratuities, personal purchases, meals not included in the program, and additional activities requested on-site — are at the client's own expense.
| Notice Before Experience Start Date | Cancellation Fee |
|---|---|
| More than 60 days | Loss of deposit (50% of total) |
| 30 – 60 days | 75% of total program price |
| 15 – 29 days | 90% of total program price |
| Less than 15 days | 100% of total program price (no refund) |
| No-show | 100% of total program price (no refund) |
All cancellation requests must be submitted in writing via email to info@priveluxe.ch. The cancellation date is the date we receive and acknowledge your written notification.
Requests to modify a confirmed booking (dates, program elements, guest numbers) are subject to availability and may result in a revised price. Significant modifications made within 30 days of the start date may be treated as a cancellation and re-booking, incurring the applicable cancellation fees.
In exceptional circumstances beyond our control (see Section 8 — Force Majeure), Priveluxe reserves the right to cancel or modify a booking. In such cases, we will:
Priveluxe is not liable for any consequential losses (e.g. flights, other accommodation not booked through us) in such cases. We strongly recommend comprehensive travel insurance.
We strongly recommend that all guests purchase comprehensive travel insurance that includes coverage for cancellation, medical emergencies, personal liability, and evacuation. Priveluxe does not provide travel insurance.
Where a refund is applicable under this cancellation policy, it will be processed by bank transfer to the account from which the original payment was made. Refunds will be issued within 15 business days of the written confirmation of the cancellation and the applicable refund amount. Priveluxe is not responsible for any bank charges or currency conversion costs incurred during the refund transfer.
Priveluxe is committed to delivering the agreed program to the highest standard. Our responsibilities include:
Priveluxe acts as an organiser and intermediary. While we select partners carefully, we are not directly responsible for the actions, errors, or omissions of third-party service providers (hotels, transport operators, restaurants, etc.) once services have been delivered or initiated by those providers. However, we will always act as your advocate in resolving any issues.
By making a booking, you agree to:
Priveluxe reserves the right to refuse or terminate service, without refund, where a guest's behaviour is deemed dangerous, disrespectful, or disruptive to other guests, staff, or third-party providers.
Priveluxe shall not be liable for any failure or delay in performing our obligations under a booking where such failure or delay results from events beyond our reasonable control, including but not limited to:
In such cases, Priveluxe will use reasonable endeavours to provide alternative arrangements. If alternatives cannot reasonably be offered, we will provide a credit or partial refund at our discretion, taking into account unrecoverable costs already incurred on your behalf.
To the maximum extent permitted by applicable law:
Nothing in these Terms excludes or limits liability for death or personal injury caused by negligence, fraud, or any other liability that cannot be excluded under applicable law.
As a consumer in the EU/EEA, you may have statutory rights that these Terms cannot override.
All content on the Priveluxe website — including text, photographs, design, graphics, videos, and the "PRIVELUXE" brand name and logo — is the exclusive property of Priveluxe or its licensors and is protected by copyright and other intellectual property laws.
You may not reproduce, distribute, modify, or commercially exploit any content from our website without our prior written consent. You may print or download pages for personal, non-commercial use only.
Professional photographs taken during your experience by Priveluxe-appointed photographers remain the property of Priveluxe. Where we share these with you, we grant a personal, non-commercial licence for private use. You may not use such photographs for commercial purposes or in public promotional material without our written consent.
The collection and processing of your personal data in connection with our Services is governed by our Privacy Policy, which is incorporated into these Terms by reference. By agreeing to these Terms, you acknowledge having read the Privacy Policy.
Our website is provided for information and booking enquiry purposes. You agree not to:
We do not warrant that the website will be uninterrupted or error-free, or that it is free from viruses or harmful components. We reserve the right to modify, suspend, or discontinue any aspect of the website at any time.
Links to third-party websites on our site are provided for convenience only. Priveluxe has no control over, and accepts no responsibility for, the content of external websites.
Some elements of your experience are delivered by independent third-party providers (hotels, transport companies, restaurants, etc.). These providers have their own terms and conditions, which will apply to the services they deliver directly to you. Priveluxe will endeavour to make these available to you before booking where relevant.
Priveluxe is not a party to any contract between you and a third-party provider once that provider has begun delivering their services directly to you, and is not liable for their performance beyond our curatorial role.
These Terms and any dispute or claim arising from them shall be governed by and construed in accordance with the laws of Switzerland, specifically the Swiss Code of Obligations (CO) and applicable Swiss federal law, without regard to conflict of law principles.
Any disputes shall be subject to the exclusive jurisdiction of the courts of Canton Ticino, Switzerland, unless mandatory consumer protection laws in your country of residence grant you the right to bring proceedings before your local courts.
Before initiating formal legal proceedings, we encourage you to contact us to resolve any dispute amicably. EU/EEA consumers may also use the European Commission's Online Dispute Resolution (ODR) platform: ec.europa.eu/consumers/odr. Priveluxe's email for ODR purposes: info@priveluxe.ch.
If you are a consumer located in the EU or EEA, you benefit from certain mandatory consumer protection rights under the laws of your country of residence, including rights under the EU Package Travel Directive (2015/2302/EU) where applicable.
Where Priveluxe's services constitute a "package" or "linked travel arrangement" as defined by Directive 2015/2302/EU (transposed into the law of your EU country), you may have additional rights including:
Please contact us at info@priveluxe.ch to confirm whether the Package Travel Directive applies to your specific booking.
Please note that under EU consumer law (Directive 2011/83/EU), the right of withdrawal from distance contracts does not apply to accommodation, transport, car rental, catering, and leisure services where the contract provides for a specific date or period of performance. Accordingly, confirmed bookings for dated experiences are generally not subject to a 14-day right of withdrawal. Our cancellation policy in Section 5 applies instead.
Priveluxe reserves the right to update these Terms at any time. We will publish the revised Terms on this page with an updated effective date. For existing bookings, the Terms in force at the time of booking confirmation will continue to apply unless you agree to the new Terms.
For any questions regarding these Terms, or for any booking enquiries, please contact us:
| Company | Priveluxe |
| Registered Office | Canton Ticino, Switzerland |
| General Enquiries | info@priveluxe.ch |
| Legal / Formal Notices | info@priveluxe.ch |
| +41 76 366 18 22 | |
| ODR Platform | ec.europa.eu/consumers/odr |