Terms & Conditions

 

 

 

Introductions

PLAX Elite Travel is operated by ELITE LIFESTYLE INC and its subsidiaries (“Plax Elite, “us”, “our”).
Ten is owned by TPLAX Lifestyle Group Inc, a publicly listed company on the London Stock Exchange ('TENG'). Ten offers eligible individuals private Membership to access to our exclusive travel Services, primarily through our Platform, but may also include personalised advice and bookings services via phone or email.

The following terms and conditions (the “Terms”) govern your Membership, the use our Platform and our provision of our Travel Services to you.

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Our Contract​

1.1. Please read these Terms carefully before signing up for Membership, using the Platform or accessing our Travel Service.
1.2. For the purposes of these Terms:
a) unless your Pack permits you to appoint Authorised Users, your Membership is personal to you and you should not share your login details to the Platform with anyone. You are responsible for ensuring that no one uses your Membership;
b) you and any Authorised User (if applicable) must be at least 18 years of age and possess the legal authority to enter into this agreement with Ten;
c) all information provided by you and any Authorised User (if applicable) to us or Suppliers should be true and accurate and you agree to notify us promptly of any changes to the information provided;
d) when visiting or using the Platform or the Concierge Service you confirm that you and any Authorised User (if applicable) have read, understood and agreed to the Privacy Statement; and
e) we reserve the right to update or change these Terms from time to time at our discretion, and your continued Membership will be subject to the then current version of these Terms. We recommend that you read the current version of these Terms each time before you use the Platform or any Concierge Services.

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Your Membership​

2.1. Your Membership will give you access to the Elite Travel Services available under your Pack. Details of your Pack, including your membership period and any eligibility to make Briefs, will be notified to you when ordering or renewing your Membership.
2.2. Your Membership will commence when we email you to accept your order, at which point a contract will come into existence between you and us incorporating these Terms and any details set out in your Pack or at the point of ordering or renewing your Membership. If we are unable to accept your order, we will inform you of this in writing and will not charge you for the Membership.
2.3. Your Membership will continue until in accordance with the conditions of your Pack or is terminated in accordance with these Terms. Your Membership will continue automatically. If you do not wish to renew your Membership, you must notify us by emailing us at privatemembership@plaxelitetravel.com at least 30 days in advance of the renewal date.
2.4. Following any minimum membership period stated in your Pack, you may terminate your Membership by giving 30 days’ notice, to take effect at the beginning of the next calendar month by emailing us at privatemembership@plaxelitetravel.com
2.5. We reserve the right to deny or withdraw Membership at any time.
2.6. Membership Fees are due to be paid by you on our acceptance of your order, thereafter in accordance with the conditions of your Pack and on renewal of your Membership. We may agree additional fees with you in advance, including but not limited to charges for specific complex tasks presented to Members as a 'package'. The scope and extent of packages will be defined and agreed with you in advance of any additional charge being levied. Additional terms and conditions may apply in these circumstances and will be notified to you in advance of any additional charge being levied.
2.7. We will take full payment of Membership Fees and any additional fees in advance by direct debit or payment by a credit or debit card which you have authorised us to deduct such payment from ("Payment Card") in accordance with the relevant order. If you have provided us with details of a Payment Card or have authorised a direct debit mandate, you hereby expressly authorise us to deduct collect renewal Membership Fees up to 28 days prior to or on you’re the relevant renewal date. If we cannot take payment for any reason, we may suspend or terminate your Membership.
2.8. Membership fees are non-refundable. However, you have the right to cancel your Membership by emailing us at privatemembership@plaxelitetravel.com until the end of 14 days after the day on which we accept your order and we would ask that you inform us of your decision in writing. If you cancel your Membership within this period, you will be reimbursed for your Membership Fee, less deductions for any Services you have ordered but not paid for or any Concierge Services we have performed up until you informed us of your decision to cancel.

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Dining

4.1. We partner with third party restaurant and dining Suppliers to offer exclusive and non-exclusive bookings, special benefits and you may have access to offers as part of the Concierge Service available under your Pack.
4.2. You accept that any special benefits and offers with Suppliers are subject to availability and may change from time to time and without notice. It is important to note that not all of the Services made available or provided on the Platform are available in all jurisdictions.
4.3. We reserve the right to deny restaurant reservation requests from you if you repeatedly fail to show up for bookings or violate any Supplier’s terms and conditions including their cancellation terms.

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Tickets/Exclusive Global Events (VIP)

5.1. We partner with third party ticketing and event Suppliers to quote details of face value tickets, hospitality tickets and tickets from secondary market agents and you may have access to such ticket offers as part of the Concierge Service available under your Pack.
5.2. All tickets are subject to availability.
5.3. If you decide to order tickets from a Supplier quoted by us, you shall authorise us to arrange for payment of the tickets on your behalf. Once you have given us authorisation to purchase tickets with the Supplier on your behalf, you will be liable to pay the full price for the tickets. Once the purchase is confirmed, no refunds or exchanges will be available.
5.4. You shall enter into a contract for the sale and/or supply of the tickets with the relevant Supplier. Ten shall not be party to this contract.
5.5. You should ensure that you check both the booking confirmation and the tickets you receive and notify us immediately if any details are incorrect or there are any discrepancies. Where an error has been made by us, we will endeavour to resolve the error with the appropriate level of cost and/or compensation. In all other cases, we will endeavour to assist you with correcting the error without incurring any financial liability.
5.6. We will endeavour to advise you if any tickets have restricted view prior to your purchase. Tickets will be considered restricted view only if specified by the Supplier, box office, venue and/or on the physical tickets.
5.7. The Supplier, together with us, will select the method and company used for ticket delivery. Often tickets will be sent via secure post or courier which will require a signature upon delivery. When delivery is attempted, if you are unavailable you will need to collect from the local sorting office or, where appropriate, organise a re-delivery directly with the courier company. We will offer support with any deliveries but will not be held liable for errors not caused by us.
5.8. Tickets are usually delivered between 5 to 7 days before the date of the event, with the exception of theatre tickets, which are sent once after the booking is made. The date upon which tickets are released is controlled by the promoters of the event (and not us), who often delay delivery in order to reduce both fraudulent activity and the risk of tickets being misplaced.
5.9. When tickets are purchased through secondary ticket agents, the Supplier will make every effort to deliver them several days before the event. However, they reserve the right to deliver tickets up to 24 hours in advance and on rare occasions may arrange for you to meet a representative at the venue.
5.10. It is your responsibility to advise us of any change of address which may affect your booking, or if you plan to be away in the days leading up to the event.
5.11. If tickets are misplaced and originally purchased through a face value box office, tickets can often be duplicated. It is unlikely that tickets will be re-issued prior to the event date and will therefore need to be collected from the box office. In order to collect tickets in this way, the cardholder and the card that was used to purchase the tickets need to be present. Letters of authorisation are subject to the venue box office’s discretion and in some instances, may not be accepted.
5.12. If tickets purchased through secondary ticket agents are misplaced, it is extremely difficult to arrange duplicates or box office collection, since they usually need to be collected by the individual who originally purchased the tickets. If this occurs, we will endeavour to arrange for duplicates or collection, but if we are unable to do so we cannot provide a refund.
5.13. If you find you are unable to attend an event and would like advice on re-selling your tickets, please contact us for further information.
5.14. While we will endeavour to update you if we become aware of any changes made to the date or time of your event, we cannot take responsibility to inform you if an event is cancelled or to provide details if it is rearranged by the event promoter. Where tickets are purchased through the secondary market, tickets will usually be valid for the rescheduled date. If you are not able to make the new date, refunds are at the relevant Supplier’s discretion. We are not responsible for any additional financial outlay, such as for accommodation or transport, that occurs as a result of a cancelled or rescheduled date.
5.15. For tickets purchased direct through the box office, if the event is cancelled, you will receive a full refund direct from the box office. If the event is postponed, refunds will not be given until a new date has been rescheduled. If you cannot attend the new date, then you are normally entitled to a full refund.
5.16. Please ensure you check your credit card statement that your credit card has been charged for the amount of your tickets within 3 to 5 days of booking. If this is not the case then please call your Lifestyle Manager.
5.17. In the unusual event that a Supplier (box office or secondary market ticket supplier) goes insolvent, bankrupt or does not deliver the tickets, we cannot accept liability for the loss of tickets. The relevant terms and conditions between you and the Supplier will apply. We shall offer assistance and act on behalf of the Member to endeavour to remedy the situation. As a minimum, this will include:
a) advising the Member of the chargeback process, if they have paid by debit or credit card, whereby Visa / MasterCard / Amex go to the vendor to try to re-coup the money. Note that there is a time limit within which this chargeback process is applicable; and / or
b) if the Member chooses to purchase new tickets, sourcing alternative tickets to match the original order as closely as possible in terms of location, price and date.

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Global Events & Benefits

6.1. We partner with Suppliers to share details of events and/or benefits and you may have access to such events and/or benefits as part of the Concierge Service available under your Pack.
6.2. Events and/or benefits are subject to availability.
6.3. Events and/or benefits may be withdrawn at any time and without prior notice.

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Travel

We partner with certain local travel agencies to act solely in the capacity of agent for Suppliers of air, hotel, car and other travel-related products and services ("Travel Suppliers") to provide Members with the ability to purchase airline tickets, hotel accommodation, car rentals and other travel-related products and services (“Travel Services”) in accordance with the Travel Policy set out in Appendix 1 to these Terms, which includes our cancellation policy.

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Fair Use Policy

8.1. Other than any Brief limits set out in Pack, there is no specified limit on the usage of our Concierge Service. However, if we feel that your activities are so excessive that other Members are detrimentally affected, we may give you a written notice (by email or otherwise) or limit the number of requests you can submit in a given time period. In extreme circumstances, if the levels of activity do not promptly decrease after the warning, we may terminate or suspend your Membership.
8.2. You are responsible for all use of the Concierge Service through your account/Membership and for any breach of these Terms whether an unacceptable use occurs or is attempted, whether you knew or should have known about it, whether or not you carried out or attempted the unacceptable use alone, contributed to or acted with others or allowed any unacceptable use to occur by omission.
8.3. If you breach this Fair Usage Policy, we may: (a) give you a notice to stop or moderate the unacceptable use(s); or (b) terminate or suspend your Membership, with or without notice as we consider appropriate, under the Terms.

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Complaints

9.1. Please contact us immediately should you be dissatisfied with any aspect of the Concierge Service you receive, and we will endeavour to look into the issue within two working days of receipt of your notification and to respond to you as soon as reasonably practicable.
9.2. Ten will not be responsible for the failure of any Supplier to provide any Services or the negligence of the Supplier providing them. However, we will endeavour to assist you in the resolution of any such issue.

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Materials

10.1. The materials on our Platform is subject to our copyright protection, unless otherwise indicated.
10.2. The images of Services on our website are for illustrative purposes only. Although we have made every effort to display the colours accurately, we cannot guarantee that a device's display of the colours accurately reflects the colour of the products. Services may vary slightly from those images
10.3. Where materials are being published or issued to others, the source and copyright status must be acknowledged. Any permission we provide to reproduce our copyright-protected material does not extend to any material on our Platform which is identified as being the copyright of a third party. Authorisation to reproduce such material must be obtained from the copyright holders concerned. If there is a restriction on reproduction, any other proposed use of the material would be subject to our approval. Application should be made to the Content Director, Ten Lifestyle Management Limited, Level 9, 338 Euston Road, Regent’s Place, London, NW1 3BG.

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Contact

​If you have any queries or comments about these Terms or our or any Supplier’s use of your personal data, please email us at privatemembership@plaxelitetravel.com

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Changes To These Terms

We may update these Terms, from time to time. We will notify of the changes where required by law to do so.

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Notices

A notice or other communication under or in connection with these Terms shall be in writing and shall be delivered personally or sent by first class post, fax or email to the party due to receive the notice or communication at its registered address or the fax or email address specified in writing to the other.

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General

If any of the above provisions are held to be illegal or unenforceable such provisions shall be severed and the remainder of these Terms shall remain in full force and effect unless the business purpose of these Terms are substantially frustrated thereby.
Any payment transactions carried out by us or our third-party payment processing services shall subject to applicable regulatory obligations and are secure with PCI-DSS.

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Indemnification

You agree to indemnify, defend and hold Ten and its business partners, staff and affiliates harmless from any liability, loss, claim and expense, including reasonable professional legal advisors' fees and expenses, related to your violation of these Terms.

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Travel Policy

Ten together with its parent companies, subsidiaries, affiliates and agents, and their respective officers, directors, employees, representatives, agents and licensors, shall be referred to collectively as the "Covered Parties" and each individually as a “Covered Party”.

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