A concierge service agreement template for lifestyle management firms
This concierge service agreement template gives lifestyle management and luxury concierge firms a clear starting contract: scope and exclusions, fees and expenses, vendors and commissions, confidentiality, service levels and a tier schedule. It isn’t legal advice; have counsel review it first.
Why a concierge firm needs its own agreement
Concierge work has a shape most service contracts don’t anticipate. You spend client money with restaurants, airlines and charter operators you don’t control. You may earn commission from some of them. Several people in a household can ask you for things, and a client may expect an answer at midnight. A generic services agreement covers none of that, and the gaps tend to surface during a dispute over a cancelled villa.
This template is organized around those realities: who may instruct you and approve spending, when you must ask before committing money, what happens when a vendor fails, and how commissions are disclosed. It is a starting point to adapt with a lawyer who knows where you and your clients are, not a finished contract.
What the agreement covers
Seven parts and 27 clauses. The Word download has full clause text with every [PLACEHOLDER] highlighted, a signature block, Schedule A for membership tiers with blank fees, and Schedule B for authorized requesters.
Concierge service agreement template
Parties and term
- Parties
- Your company’s legal name and entity type, and the client’s full name or entity.
- Effective date and term
- When the agreement starts and how long the first term runs.
- Renewal
- Whether it renews automatically and the notice needed to stop it. Check automatic renewal rules where your clients live.
- Authorized requesters (Schedule B)
- Who besides the client may make requests or approve spending, and up to what amount.
Services and exclusions
- Scope of services
- What the client’s membership tier covers, by reference to Schedule A.
- Exclusions
- Requests you won’t take: anything illegal or unsafe, and medical, legal, tax or investment advice.
- Right to decline
- Your discretion to turn down any request.
- Reasonable efforts
- You arrange services but can’t guarantee that a third party will have availability.
Fees, expenses and payment
- Membership fee (Schedule A)
- The fee for each tier, how often it’s billed, and when.
- Hourly and rush rates
- What you charge for work beyond the tier and for very short notice.
- Expense reimbursement
- Whether vendor costs are passed through at cost or with a service fee.
- Approval threshold and card authorization
- The amount above which you ask first, and permission to charge the payment method on file.
- Deposits and late payment
- Deposits on large bookings, when invoices are due, and what happens when one is overdue.
Vendors and commissions
- Acting as agent
- You arrange services from independent vendors on the client’s behalf, and the vendors’ own terms apply.
- Vendor performance
- You aren’t responsible for a vendor’s acts or failures, though you’ll help resolve problems.
- Commission disclosure
- Whether you receive commissions or preferred rates, and what you disclose to the client.
Confidentiality and data
- Confidentiality
- What both sides keep private, and for how long after the agreement ends.
- Personal information
- What you store, why, who it’s shared with, and how long you keep it.
- Secure handling
- How the client should send documents and card details, and how you protect them.
Service levels
- Service hours
- The days, hours and time zone of normal service.
- Acknowledgment target
- How quickly a request is acknowledged during service hours, by tier.
- Emergency line
- Whether a tier includes an after-hours number for genuine emergencies.
Ending the agreement and legal terms
- Cancellations and refunds
- Who bears vendor penalties, and whether any fees are refundable.
- Termination
- Notice periods, ending the agreement for breach or non-payment, and returning or deleting data.
- Limitation of liability
- A cap on what can be claimed, often tied to the fees paid.
- Indemnity
- Who covers claims caused by whose instructions or conduct.
- Governing law and signatures
- Which law applies, how disputes are resolved, and the signature block.
How to put the agreement to work
- 1
Decide your tiers first
Complete Schedule A before the clauses. Fees, included hours, service hours and acknowledgment targets for each tier drive the rest of the agreement.
- 2
Fill every placeholder and make the choices
Replace each bracketed placeholder, choose between the options offered (at cost or with a service fee, how commissions are handled) and delete clauses that don’t apply to you.
- 3
Have a lawyer review it
Ask counsel in your jurisdiction to check renewal, liability, data protection and consumer rules, especially if your clients live in several states or countries.
- 4
Complete Schedule B with each new client
At signing, list everyone who may make requests or approve spending, and the limit for each. Update it whenever the household changes.
Tips from practice
- Put the approval threshold in writing
- Most billing disputes start with “I never approved that”. An agreed amount above which you always ask first, and a record of each approval, settles them quickly.
- Be plain about commissions
- Clients at this level often assume concierges earn something from vendors. Saying so, and stating how you handle it, builds more trust than leaving it unsaid.
- Promise acknowledgment, not fulfilment
- You control how quickly you reply, not whether a restaurant has a table. Service levels framed around acknowledging a request are ones you can keep.
- Name a secure way to send documents
- Agree at signing how passports and card details reach you. It protects the client and keeps those details out of everyone’s text history.
Where the paperwork stops and the work begins
A signed agreement sets the rules, but keeping to them is daily work: billing each member at the right tier, passing vendor costs through at cost or with the agreed fee, checking the approval threshold before booking, and producing a statement a family office will accept. On spreadsheets, that is where errors and awkward conversations come from.
MyRolodex bills membership dues by tier, passes through vendor costs at cost or with a markup, applies service fees by rule, takes deposits on large bookings and sends one statement per member or family. Cards and bank accounts sit on file with auto-pay, and everything exports to QuickBooks or Xero.
Take the concierge service agreement template with you
Everything above, in a copy you can edit, share with your team and adapt to the way you work.
Concierge service agreement template: common questions
Anything else, write to hello@myrolodexcrm.com.
Is this concierge contract template legally binding as written?
Treat it as a draft, not a finished contract. It is not legal advice, and whether its clauses work depends on where you and your clients are. Have a qualified lawyer review and adapt it before you use it.
What should a concierge service agreement include?
The parties and term, the services and exclusions, fees and how expenses are reimbursed, an approval threshold, your role as agent with vendors and how commissions are handled, confidentiality and data, service levels, cancellation, termination, liability, governing law and a schedule of membership tiers.
Should a concierge disclose vendor commissions to clients?
Many firms do, and the template includes a disclosure clause with two options to choose from. Whether disclosure is legally required depends on your jurisdiction and your role, so ask your lawyer.
Can I use this as a lifestyle management retainer agreement?
Yes. Set the membership fee in Schedule A as a monthly or annual retainer, define what it includes, and use the hourly rate clause for work beyond it.
Why does the template exclude medical and financial advice?
Concierges are often asked to recommend doctors, investments or legal help. Excluding professional advice makes clear that you can arrange an introduction but are not giving the advice yourself.
Your members expect you to remember. Now your whole team can.
Or write to hello@myrolodexcrm.com