CLIENT GENERAL TERMS OF ENGAGEMENT

By engaging with  FLAIRY® Hospitality & Events Management you confirm that you have read, understood, and agreed to the following general terms, which govern your basic terms of engagement with SacramCo Ltd trading as FLAIRY® Hospitality & Events Management.

Due to the bespoke nature of FLAIRY®’s services, each service activation will be, in addition, governed by a tailored service agreement specific to individual client requirements and service complexity.

Both FLAIRY® General Terms of Engagement & Service Agreement supplied collectively, form the 'Agreement'.

This agreement will reflect the specific bespoke scope, deliverables, and applicable commercial terms agreed between FLAIRY® Hospitality & Events Management and the Client.

1. Scope of Services

FLAIRY® provides premium, immersive hospitality and events management services tailored to each client’s objectives. All services are delivered in alignment with FLAIRY®’s brand identity, mission, and values, and reflect our commitment to excellence, discretion, and strategic impact.

2. Enquiry & Initial Consultation

New Clients initiate engagement via our preliminary enquiry form on the FLAIRY® website, phone or email. A complimentary personalised introductory consultation (phone or video-call) session will then be scheduled to assess alignment and scope. This is free of charge and does not constitute formal engagement or obligation.

3. Pre-instruction Standard Holding Fee (Off-Package)

FLAIRY® applies a variable Standard Holding Fee* following the initial free consultation session. This fee covers required internal resources allocation, pre-mobilisation strategic assessments and proposal detailed planning and issuance. The fee is determined by project complexity, location, and scope. Repeat visits or complex extended specialist services input may incur additional charges. 

4. FLAIRY® Unitary Management Fee

FLAIRY® applies an all-encompassing Unitary Management Fee structured as a pre-set commission-based charge added to the overall final service proposal cost (exclusions apply). This fee consolidates the full scope of administrative and operational oversight, including supply-chain orchestration and management required to deliver FLAIRY®’s branded services.

Our pricing model is inherently scalable, adapting to the unique contours of each commission and its operational complexity. This ensures transparency, precision, and proportionality across all engagements.

Our pre-set Indicative margin percentages embedded within our service packages serve as directional benchmarks reflecting prevailing industry norms, current market conditions, and the strategic integrity of FLAIRY®’s value proposition.

*Special conditions apply to FLAIRY® Membership account holders.

5. Promotional & Bespoke Discounts

FLAIRY® offers promotional discounts at its sole discretion. Clients who formally instruct FLAIRY® following proposal acceptance qualify for a special discount on the Pre-instruction Holding Fee and this will be deducted from final invoicing costs.

 Additional benefits apply to clients enrolled to the FLAIRY® Loyalty Membership Scheme, subject to eligibility and commitment terms. 

6. Payment Terms

The Holding Fee is payable upfront should parties agree to move on to proposal stage upon pre-instruction free enquiry stage.

A deposit of 50% of the total service cost is required upon formal instruction to secure date, core integrated deployed resources and pre-mobilisation operational engagement allocations. The remaining 50% amount is due over phased payments as agreed by parties being that limitations apply per FLAIRY® operating policy.

 All payments are processed securely, and clients receive clear documentation at every stage. Accepted payment methods include BACS and secure online payment via the FLAIRY® approved banking platforms.

*We take data protection and online safety very seriously and cannot be responsible for breaches outside the scope of our direct control. In the interest of our clients payments should be made via BACS. 

*This option is available at clients own discretion.

7. Refunds Policy

Due to the bespoke and resource-intensive nature of our services, refunds are not applicable to the pre-instruction consultancy fee (section 3) and limitations apply to refund requests at post-instruction level. 

FLAIRY® post-instruction refund policy will be supplied to engaged clients and referred to on tailored Service Agreement. Any requests for refunding are reviewed subject to specific circumstances, contractual terms and documented scope. 

*Refunds will not be issued at any level of engagement stages for costs already committed to various allocated resources, including securing deliverables mobilisation engagement terms prior to client refund request.

8. Client Responsibilities

Clients are responsible for providing and facilitating all required enabling capability including but not limited to, timely access, approvals, and accurate information required for service delivery. Failure to do so may result in revised timelines, additional fees, or compromised outcomes. 

Clients must kindly ensure that all permissions and venue access (where applicable) are secured in advance. FLAIRY® cannot be held liable for delays, disruptions, or failures resulting from client-side omissions, misrepresentations, or lack of cooperation.

9. Cancellation & Liability

Cancellation by the Client does not automatically entitle refunds particularly for costs already committed to allocated resources, including securing any incurred engagement terms to operational involved parties and or any other deliverables. 

Clients may be liable for additional costs incurred, including committed third-party expenses, supplier cancellation fees, and lost opportunity costs, namely, pre-allocated booking dates. 

10. Exclusions

The Standard Holding Fee and extended or complex specialist third-party consultancy services or additional fees do not include FLAIRY®’s management fee which is calculated as a pre-determined percentage of the total service cost (exclusions apply).

Bespoke pricing and related promotional offers may be extended at FLAIRY®’s discretion and are subject to availability and scope.

11. Agreement Issuance

Upon proposal acceptance and instruction to proceed, FLAIRY® will issue a tailored 

Service Agreement.

This agreement outlines bespoke agreed deliverables, commercial terms, and operational parameters. 

12. Brand Identity & Intellectual Property

FLAIRY®’s brand identity, including its name, logo, visual assets, proprietary frameworks, and operational methodologies is protected under applicable intellectual property laws. 

13. Third-Party Engagement

FLAIRY® may engage trusted third-party suppliers, operators, and service partners under its brand umbrella at various levels to deliver specific components of its integrated services activations at both pre & post-event processes and delivery stages or as otherwise necessary. 

14. Dedicated Event Manager

 As part of FLAIRY®’s standard operating policy and branding positioning each confirmed service activation includes the assignment of a FLAIRY® Dedicated Event Manager.  This manager exclusively oversees service execution, ensures brand standards and that FLAIRY® service excellence are upheld at every touchpoint throughout the service.

 The Dedicated Event Manager is supplied by FLAIRY® directly and not at additional cost to clients. 

Where a requirement exists for a different approach our clients are duly informed at event delivery proposal stage.

15. Public Liability Insurance (Per-Activation Basis)

As part of our bespoke services, FLAIRY® arranges unitary tailored Public Liability (and also as otherwise required) Insurance for each activation. The exact symbolic unitary premium cost is calculated according to event size, operational requirements and complexity and is presented transparently as a distinct line-item in the service proposal. 

This per-activation liability insurance approach ensures clients obtain a cost efficient precise and fair proportional coverage for every distinct engagement.

This insurance model is separate from FLAIRY® core business Insurance arrangements whose costs are fully absorbed by FLAIRY®. 

FLAIRY® does not retain any commission or mark-up on the 'per activation' Insurance requirements costs. It is provided to clients at the exact cost charged by specialist insurance underwriters.

16. Legal Framework

These terms (Agreement) are additionally governed by the laws of England and Wales.

 In goodwill, any disputes shall first be addressed through negotiation and mediation. If unresolved, legal remedies may be pursued through the appropriate courts. 

17. Updates

FLAIRY® reserves the right to update these terms at any time. The version in effect at the time of engagement shall apply. Clients are encouraged to review the latest version prior to formal instruction.

Thank you.

 If necessary please contact us for more information via hello@flairy.co.uk 

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