The global concierge programme is provided and administered by Aspire Lifestyles (India) Pvt. Ltd (“The Concierge”). These terms and conditions apply to all services ordered from or provided to the Standard Chartered Banks Priority client (“The Client”) by the Concierge and by requesting services from the Concierge, the Client agrees that these conditions without limitation or qualification shall apply to those services and the order(s). Please read these terms and conditions carefully. Please note that Standard Chartered Bank may update these terms and conditions from time to time and the usage of the Concierge services shall imply an acceptance of the changes made to the terms and conditions from time to time. Standard Chartered Bank is not the provider of the Concierge services. Standard Chartered Bank has contracted with the Concierge with its registered office at The Qube, Office no A 502/503, M.V Road, Marol, Andheri East, Mumbai 400093 to provide the Concierge services to the Client. All queries, complaints and issues with regard to the Concierge services should be directed by the Client to the Concierge.

Availability

The Concierge is available 7 days a week, 24 hours per day and is accessible locally and worldwide. To make use of the Concierge, the Client may call the dedicated telephone number at 1800 102 7274 or via e-mail at scb.priority@aspirelifestyles.com

Services Offered by the Concierge

The services offered by the Concierge includes the following:

1 Travel Services

• Inoculation and Visa Requirement Information

The Concierge can assist Clients with any information regarding visa, health precautions and/or inoculation requirements, as may be applicable, for travel. The Concierge may also provide Clients with relevant information on medical treatments and consultants available at the destination.

• Hotel Referral and Reservation Assistance

The Concierge may assist the Clients by providing information on hotels including the names, addresses, ratings and contact details of hotels and holiday resorts in major cities. If requested by the Client, the Concierge will facilitate in making the reservations on behalf of the Client and secure reservations, subject to availability. The Concierge reserves the right to deny restaurant requests from Clients if Clients repeatedly fail to honour their bookings or continuously violate cancellation policies. Admission of Clients to any hotel premises is at all times at the sole discretion of the owners and The Concierge shall have no liability where a Client is refused admission to any hotel premises.

1.3 Flight Information and Ticketing Assistance

The Concierge will assist the Clients by providing the name, address and telephone numbers of airlines as well as flight times whenever possible. If requested by the Clients and whenever possible, The Concierge will facilitate in making the flight reservation on behalf of the Clients in accordance with the airlines booking policy(s) and the terms and conditions herein:

(1) The Concierge shall use best endeavours to obtain “best rates” for the Clients through one of its ticket agent partners;

(2) The Concierge is not the seller of the tickets and is not responsible for fulfilment of the order(s).

(3) All such tickets and ticket agent partners (who shall be the seller in respect of the transaction) shall have their own terms and conditions (which we suggest you should read);

(4) Such terms and conditions are likely to include terms which state that sales of tickets are final and no refunds shall be issued after the purchase has been made.

(5) The Concierge shall not be able to provide with any refund or obtain any such refund on your behalf.

1.4 Luxury Car Rental and Limousine Referral and Reservation Assistance

The Concierge can assist the Clients by providing information relating to the names, addresses and telephone numbers of luxury car/bike rental and limousine companies in major cities. If requested by the Client and whenever possible, the Concierge will facilitate in making the reservation on behalf of the Client.

1.5 Currency Rates and Conversions

The Concierge can assist the Client with indicative exchange and conversion rates based on information available on the website www.oanda.com.

1.6 Trip Planning and Assistance

The Concierge may assist the Client by providing the names, addresses and telephone numbers of the travel and tour companies. If requested by the Client and whenever possible, the Concierge will facilitate in making the arrangement on behalf of the Clients.

1.7 Airport Limousine Transfer Service

The Concierge shall assist the Clients for limousine transportation services to and/or from airports. The Clients will be required to book airport limousine transfer service with the Concierge at least 48 hours prior to the Client’s arrival or departure from an airport. Any cancellation of such booking shall be notified no later than 24 hours in advance of the Client’s arrival.

1.8 Airport Meet and Assist Service

The Concierge shall provide assistance to the Clients in:- (a) arrival/departure procedures/formalities from the airport; (b) arranging “Meet and Assist”. Client will be required to request for Airport “Meet and Assist” service with the Concierge at least 72 hours prior to the Client’s arrival to facilitate the arrangement by the Concierge. Any cancellation of such booking shall be notified no later than 48 hours in advance of the Client’s arrival; (c) luggage clearance & immigration clearance formalities;

1.9 Airport Lounge Access Service

The Concierge shall endeavour to arrange for access to selected airport lounges for the Clients upon request. The Client is required to request for this service with the Concierge at least 24 hours prior to the Client’s arrival to facilitate the arrangement.

1.10 Overseas Language/Translation Support

The Concierge shall provide the Clients with telephonic translation services and emergency support, upon request.

1.11 Sightseeing and Destination Recommendations

The Concierge will assist the Client by providing the names, addresses and telephone numbers of travel agencies located at the Client’s travel destinations. If requested by the Client and whenever possible, the Concierge will assist in the faxing of travel packages from these travel agencies to the Clients and coordinate the arrangements on behalf of the Clients.

1.12 Luxury Yacht/Cruise Information and Reservations

The Concierge may assist the Client by providing the name, address and telephone number of luxury yacht/ cruise/ sea liner operators in major cities, as well as departure/arrival times whenever possible. If requested by the Client and whenever possible, the Concierge will facilitate in making the reservation on behalf of the Client.

1.13 Train or Rail Information and Ticketing

The Concierge will assist the Client by providing the names, addresses and telephone numbers of train/rail operators in major cities, as well as departure/arrival times whenever possible. If requested by the Client and whenever possible, The Concierge will facilitate in making the reservation on behalf of the Client.

2. Golfing Services

2.1 Golf Course Referral and Reservation Assistance

The Concierge shall assist the Client, whenever possible, by providing the address and telephone number of golf courses in major cities. If requested by the Client and whenever possible, the Concierge will facilitate in making the reservation on behalf of the Client.

2.2 Golf Lessons Information and Referral Assistance

The Concierge shall provide the Client with referrals to private golf coaches and classes on a worldwide basis. If possible and upon request, the Concierge shall also provide the Client with information concerning the class schedules as well as the locations where these classes are held.

2.3 Golf Equipment’s and Apparels

The Concierge shall, whenever requested upon by the Client, assist him/her with the purchase and delivery of high-end golf clubs and golf accessories such as apparels from authorized boutiques. the Concierge shall not be responsible for cost of the item as well as all associated third-party costs which shall be borne by the Client.

2.4 Golf Events Assistance

The Concierge shall assist in the provision of information on major golfing events and/or competitions on a global basis. Whenever requested upon, the Concierge shall facilitate in the booking and purchase of entry tickets to the designated event.

3. Wine and Dine

3.1 Dining Referral and Reservation Assistance

The Concierge will assist the Client by providing the name, address and telephone number of restaurants in major cities. If requested by the Client and whenever possible, the Concierge will facilitate in making the reservation on behalf of the Client.

3.2 Private Dinning Assistance

The Concierge shall assist the Client in providing referrals to caterers based on the type of cuisine as specified by the Client. Although the Concierge shall provide such referrals, the ultimate selection of the caterer as well as the food menu shall be the onus of the Client.

3.3 Food Tours Referral and Assistance

The Concierge shall provide referrals to event companies who organize food tours on a worldwide basis. Whenever requested upon, the Concierge shall assist the Client in the purchase of the air tickets and the bookings of hotel accommodation in the location as advised by the Client. The Concierge shall not be responsible for the planning of the itinerary of the tour on behalf of the Client.

3.4 Food Tasting Events Information Service

The Concierge shall provide to the Client, as and when available, with information concerning food tasting events on a worldwide basis.

3.5 Vineyards Information and Referral Services

The Concierge shall assist the Client by providing information on the popular vineyards on a worldwide basis. If possible, the Concierge shall also provide the Client with their opening hours and addresses. On a best effort basis, the Concierge shall also assist the Client in the purchase and delivery of selected wine as specified by the Client from the vineyards and/or authorized distributor.

4. Arts and Culture

4.1 Special Events and Performance Assistance

The Concierge will assist the Client, whenever possible, by providing information of special events and performance held in major cities. If requested by the Client and whenever possible, the Concierge will facilitate in making the reservation on behalf of the Client.

• Information on New Books and Albums Releases

The Concierge shall, upon request from the Client, provide information on the release of the latest books and music records, and if necessary, the locations of book and music stores where these items are available. Whenever possible, the Concierge shall facilitate in the purchase of any such item from the stores and/or provide the Client with the website link where these items are available.

• Cultural Centres, Museums, Art Gallery and Exhibition Information and Referral Services

The Concierge shall provide, upon request by the Client, information on exhibition events, including the date, operating hours as well as the venue. Whenever necessary, the Concierge shall assist the Client in the reservation, purchase and delivery of the tickets.

• Cultural and Historical Tours

The Concierge shall assist the Client in providing referral services to authorized tour agents specializing in cultural and historical tours. Whenever requested upon by the Client, the Concierge will also assist in the booking of designated tours with the selected authorized tour agent. Should the Client require tailor-make tour packages, the Concierge shall refer the Client to the authorized tour agent for direct liaison.

5. Shopping Services

5.1 Flower and Gift Delivery Assistance

The Concierge will assist the Client by arranging for delivery of flowers or gifts to his family or business associates.

5.2 Jewellery and Watches Referral Assistance

The Concierge will assist the Client by providing the name, address and telephone number of jewellers and timepiece shops in major cities.

5.3 Arts and Antiques Dealers Information Assistance

The Concierge will assist the Client by providing the name, address and telephone number of arts and antiques dealer in major cities. If possible and upon request, the Concierge shall also provide the Client with the opening hours of the shop/dealer.

5.4 Major Shopping Belts/Locations Information Assistance

The Concierge will assist the Client by providing the name, address and telephone number of shopping locations in major cities. If possible and upon request, the Concierge shall also provide the Client with the opening/closing hours of the shops.

5.5 Spa, Fitness Centre and Sports Centre Information and Referral Assistance

The Concierge will assist the Client by providing the name, address and telephone number of spa and fitness centers in major cities. Whenever possible, the Concierge shall also provide the Client with the opening/closing hours of the shops/centres. If requested by the Client and whenever possible, the Concierge will facilitate in making the reservation on behalf of the Client.

5.6 Tailoring

The Concierge will assist the Client by providing the name, address and telephone number of tailoring shops in major cities. Whenever possible, the Concierge shall also provide the Client with the opening/closing hours of the shops.

6 Business Services

6.1 Conference Information and Referral Services

The Concierge will assist the Client by providing conference service referral. If requested by the Client and whenever possible, The Concierge will facilitate in making the arrangements on behalf of the Client.

6.2 Messenger Service Assistance

The Concierge will assist the Client by providing assistance to relay message between the Client and his family or business associates.

6.3 Courier Service Assistance

The Concierge will assist the Client to send documents or parcels by arranging courier services to his family or business associates.

6.4 Translation Services

The Concierge will assist the Client the name, address and telephone number of translating agencies in major cities. Whenever possible, the Concierge shall also provide the Client with the opening/closing hours of these agencies. If requested by the Client and whenever possible, The Concierge will facilitate in making the arrangements on behalf of the Client with an identified translating agency.

7. Other Services

7.1 Event Planning

The Concierge will assist in referring the Client to an event planner for the organization of birthday parties, black tie events or private get-togethers.

7.2 Pet Care Assistance

The Concierge will assist the Client in making arrangements for the following services: Pet grooming services – to collect from the Client’s residence or from the address given by the Client to the pet grooming centre, and have the dog returned to the requested place. Delivery services – to arrange for the delivery of pet food and other related pet articles to the Client’s residence subject to a minimum purchased amount as set forth by the service providers Pet sitting services – to arrange for pet sitter to provide daily care to the pet by: 1. giving feedings to the dog; or 2. walking the dog. Pet transportation services – to arrange for pet taxi to/from the veterinary Pet lodging services – to arrange for pet accommodation while the Client is not in his Usual Country of Residence

7.3 Laundry Pick-up/Drop-off Services

The Concierge will assist in arranging on behalf of the Concierge laundry service providers who are able to provide a ‘pickup/drop-off’ service from/to the Client’s home.

7.4 Home Grocery Delivery

The Concierge will assist in the ordering and delivery of non-perishable groceries to the Client’s home.

7.5 Massage and Aromatherapy Services

The Concierge will assist in the arrangement of a qualified masseur or aroma therapist for home visits to provide a ‘spa at home’ service for the Client’s holistic well-being.

8. Overseas Study Referral and School Application Assistance Service

The concierge shall, upon request by the Client, recommend qualified agencies to provide 1 on 1 consultation and advise of school application services.

8.1 Physical Examination Recommendation and Arrangement

8.2 Concierge will, upon request, provide physical examination institutions recommendation, including their contact information, for the Client to choose from.

8.3 Pre-trip Travel Assistance

Concierge will, upon request, assist the Client in tickets booking, hotel reservation and airport pick-up services. Concierge will also provide the Client with important notes and help the Client transfer to alternative travels.

8.4 Driving School Referral

Concierge will, upon request, assist the Client by providing the name, address and telephone number of local driving school.

8.5 Emergency Message Transmission Upon the arrival of the Client (or the Client’s child), Concierge will undertake to keep the parents informed and tell the contact information of the Client (or the Client’s child), as appropriate.

8.6 Overseas Study services during School Selection Phase

1. Referral of Schools and Educational Consultants Concierge shall upon request by the Client, provide the name, address and telephone number of qualified agencies who will be able to provide information on overseas educational institutions including information pertaining to Educational Consultants.
2. Destination Information Concierge shall provide the name, address and telephone number of agencies who will be able to provide information pertaining to destination countries including local culture, customs and security.
3. School Visit If Client / parents wish to visit the selected school, Concierge shall assist to arrange for the school visit and a local guide to accompany the Client / parents during the school visit.

8.7 Pre-Departure Preparation Phase

1. Referral of Real Estate Agents Concierge will, upon request, assist the Client by providing the name, address and telephone number of local real estate companies in the destination country who will be able to provide accommodation assistance. Concierge will keep concerned until the Client settles down.
2. Pre-trip Information Assistance Concierge will, upon request, assist the Client by providing information concerning visa and inoculation requirements, custom and duty regulations, foreign exchange rates, in the destination country.
3. Referral to Health Check Provider in India for Visa Application Concierge will, upon request, assist the Client by providing the name, address and telephone number of accredited health service providers who will be able to provide health check-ups for Visa application in India. The above Services are purely on referral or arrangement basis only. Concierge shall not be responsible for any third party expenses incurred which shall be the responsibility of the Client.

General terms and conditions applicable to the above Services offered by The Concierge

1. Clients may place requests for the above Services by telephone or email only (which does not include text messages).
2. Standard Chartered Bank and/or The Concierge, may at its sole discretion, withdraw any of the Services and/or to refuse to accept any requests.
3. If the Concierge is unable to deal with any request, it will inform the Client as soon as reasonably practicable.
4. Once the Client requests for any of the Services from the Concierge, it will be deemed that all details provided to The Concierge for the purpose of booking, ordering or purchasing products or services are correct and that the Client has sufficient funds to cover the cost of the product or service.
5. The Concierge and/or Standard Chartered Bank shall not be held responsible for the non-execution and/or delays resulting from any cause or event not reasonably within its control and not limited to riots, earthquake, breakdown of plant and machinery, acts of God etc.
6. The Concierge and/or Standard Chartered Bank shall have no liability to the Client for any loss, damage, costs, expenses or other claims that the Client may suffer or incur as a result of availing any of the above Services that may have been facilitated by The Concierge as a result of requests or any instructions supplied by the Client which are incomplete, incorrect or inaccurate or arising from their late arrival or non-arrival, or any Client Default.
7. Standard Chartered Bank makes no representation or warranties to the Client, express or implied, with respect to any of the Services that will be provided by the Concierge. All warranties, conditions and other terms implied by statute or common law (including but not limited to fitness of purpose or merchantability) shall be expressly disclaimed and excluded to the fullest extent permitted by law.
8. Standard Chartered Bank does not warrant the competency of the Concierge. In no event, shall Standard Chartered Bank be held liable and/or responsible in any way for any actions/inactions and/or performance of the Concierge;
9. Standard Chartered Bank does not assume any liability for (i) fraud committed by or misrepresentation by the Concierge or the Client or (ii) any information or data given by the Client or the Concierge;
10. In no event will the Concierge be liable for any indirect, incidental, compensatory or punitive damages or damages resulting from loss of profits, loss of data or business interruption arising out of the use, inability to use, or the results of use of the Services;
11. Any disputes arising out of the Services above, shall be subject to the laws of India and courts of Mumbai in India shall have the jurisdiction to resolve all disputes arising out of the Services
12. Clients need to directly bear all expenses of services availed from the concierge. Standard Chartered Bank will not be liable for any payment for Services availed by the Clients from the Concierge.