Booking Conditions

Pure Entertainment Group, established in 2007, operates as a global luxury concierge and strategic advisory firm serving UHNW individuals, families, corporations, institutions and global brands worldwide.

The following terms outline our booking conditions and service policies for non-members, On-Demand clients.

BOOKING CONDITIONS 

Once you (“the Client”) have decided on the exact Service you require, please carefully read the following conditions, as they form the basis of your relationship with Pure Entertainment Group, Inc. (“Pure Entertainment Group”, “the Company”, “PURE” or, “us” ), a global bespoke luxury travel, concierge and advisory firm, and with any Supplier with whom you have a direct contract.

Except where otherwise stated, these booking conditions apply only to luxury travel, concierge and advisory Services which you book with us and which we agree to provide or perform (as applicable) as part of our contract with you or, where we act as agent as set out below, arrange on your behalf. All references in these booking conditions to “holiday,” “booking,” “contract,” “corporate event,” “bespoke experience or event,” “package,” “tour,” or “arrangements” mean such leisure and/or business travel arrangements unless otherwise stated. In these booking conditions, “you” and “your” mean all persons named on the booking or any of them, as applicable (including anyone who is added or substituted at a later date).

DEFINITION

Pure Entertainment Group is a global bespoke luxury concierge company that offers bespoke luxury travel, concierge and strategic advisory services to high- and ultra-high-net-worth individuals, families, corporations, institutions and global grands worldwide. The Company facilitates and arranges the availability of luxury travel, entertainment, lifestyle, and unique experiences, as well as high-value assets (both tangible and intangible), goods, and services, to its clients. In doing so, the Company provides high-level representation and strategic advisory services, acting as an intermediary between clients and suppliers, vendors, sellers, brokers, and other third parties (collectively referred to as “Suppliers”).

The Company agrees to use commercially reasonable efforts to identify, recommend, and secure appropriate Services for its clients. “Services” shall include bespoke luxury travel, concierge, lifestyle, and entertainment services, together with strategic advisory and executive-level representation mandates.

1) YOUR CONTRACT

1. The following are the booking conditions of Pure Entertainment Group and govern how the Company provides Services to its clients. Third-Party Suppliers’ own terms and conditions are separate and may apply in addition to these booking conditions. All arrangements made with Third-Party Suppliers will also be subject to their respective terms and conditions where applicable.
2. When you make a booking, you confirm that you have the authority to accept and do accept, on behalf of your party, these booking conditions.
3. The Client confirms that he or she has read and understood the booking conditions and cancellation policies of the Company and agrees to be bound by them upon payment of the Company’s invoice for Services.
4. The Company’s official business hours are Monday to Friday from 9:00 AM to 5:00 PM EST. Services requested outside official business hours or during holidays may be subject to an additional surcharge fee (please refer to Section 4 for Professional Fees).
5. The Company reserves the right to make any necessary changes to the Services to comply with applicable laws or safety requirements that do not materially affect the nature or quality of the Services. The Company shall notify the Client in such circumstances.
6. The Company reserves the right to refuse or terminate Services at any time if the Client fails to comply with applicable laws, safety requirements, or these booking conditions.
7. The Company agrees to use reasonable care, skill, and business efforts to identify and secure luxury travel, concierge services, lifestyle experiences, high-value assets, goods, and services for its clients.

2) CURRENCY AND PAYMENT

1. USD (United States Dollars) is the primary billing currency used by the Company. Depending on the location of the Services, the Company may also invoice in CAD (Canadian Dollars), EUR (Euros), or GBP (British Pounds).
2. Pure Entertainment Group accepts payment by bank transfer, certified cheque, cash, and major credit cards (American Express, Visa, MasterCard, Discover, JCB). For payments exceeding USD 2,500, the Company prefers certified cheque or wire transfer unless otherwise agreed in writing.
3. Payments made by a credit card incur a convenience fee of 4% on the total amount.
4. Pure Entertainment Group will issue an invoice to the Client for all Services.

3) BOOKING AND CONFIRMATION

1. You may book by email, telephone, via our website, or through one of our authorized agents. We will communicate with you by email regarding your request for Services, including sending confirmation documents and invoices where applicable. The Company encourages you to retain all hard and digital copies of important communications. All correspondence from Pure Entertainment Group will be sent by email unless otherwise required.
2. A completed booking form and a deposit of 30% of the total cost are required unless otherwise specified. If the booking is made less than four (4) weeks before commencement, full payment is required.
3. Upon receipt of the completed booking form and applicable payment, and subject to availability, the Company will issue a confirmation invoice. At that point, a binding contract is formed between you and the Company or between you and the Third-Party Supplier, as applicable.
4. Requests to refund a payment in order to use an alternative payment method may incur an administration fee of USD 1,000.
5. It is the Client’s responsibility to review confirmation documents immediately and notify the Company of any errors.
6. The balance of the cost is payable no later than four (4) weeks prior to commencement unless otherwise stated. Failure to pay may result in cancellation and retention of deposits.
7. Where full payment has been received, necessary documents will be sent by email prior to commencement of Services.

4) PROFESSIONAL FEES

The Company charges five (5) types of professional fees for luxury travel and concierge services. The applicable fee depends on the nature and complexity of the request, the timeframe, the number of people involved, the level of assistance required, and the overall budget.

Depending on the Services requested, the Company may charge one or more of the following fees:

1. Reservation Fee
2. Service Fee
3. Planning Fee
4. Last-Minute Surcharge
5. Research Fee

In addition, Pure Entertainment Group applies two (2) separate fees for advisory services. These fees are determined based on the scope and complexity of the mandate, the urgency, the level of strategic involvement required, the value generated for the Client, and the overall budget.

The professional fees for our Advisory Services are:

1. Engagement Fee
2. Success Fee

• Reservation Fee: For standard concierge services, including but not limited to airline ticketing, hotel reservations, restaurant bookings, spa appointments, car rentals and ground transportation, nightlife arrangements, wellness services, general recommendations, expert advice, and other non-complex concierge requests and activities, the Company will charge a non-refundable flat reservation fee ranging from a minimum of USD 100 up to a maximum of USD 500, either per person or per group. The applicable reservation fee will depend on the nature and complexity of the request, the number of participants and overall budget, and the timeframe or urgency involved. This fee is expressly acknowledged and understood to compensate the Company for its time, effort, coordination, expertise, and professional resources it dedicates to fulfilling the request.

• Service Fee: For complex goods and services, including but not limited to yacht sales and charters, private jet sales and charters, the sale or rental of real estate (including houses, chalets, and apartments), the sale or rental of exotic luxury vehicles, VIP tickets to exclusive events and shows, VIP hospitality packages for sporting and lifestyle events, event planning, pre-arranged VIP packages, hard-to-source high-value assets and luxury items, collectibles, gifts, and other non-standard concierge services, the Company shall charge a non-refundable service fee in addition to the total cost of the underlying goods and/or services. The applicable service fee is fixed between fifteen percent (15%) and twenty-five percent (25%) of the total cost of the products, goods, and/or Services procured on the client’s behalf.

• Planning Fee: If the Client engages the Company to consult, recommend, design, and develop a customized luxury travel, experience and/or bespoke luxury event tailored to the Client’s specific interests, the Company shall charge a planning fee for this dedicated Service. The planning fee is non-refundable and compensates the Company for its time, expertise, strategic input, coordination, research, and overall execution efforts. For transparency, the planning fee may be structured as either:

1. A fixed fee ranging from a minimum of USD 1,000 up to a maximum of USD 20,000, charged per person or per group; or

2. A variable fee ranging between twenty percent (20%) and thirty percent (30%) of the total cost of the Service

The applicable planning fee shall be determined based on the nature and complexity of the request, the number of travelers, the overall budget, the timeframe or deadline, and the level of on-site or ongoing assistance required during the Service.

• Last-Minute Fee: For any Service requested within forty-eight (48) hours or less, or during weekends, whether by private or corporate clients, the Company shall apply a non-refundable last-minute surcharge in addition to the applicable service fee. The last-minute surcharge fee shall start at a minimum of USD 500 per request or activity. Depending on the nature and complexity of the request, the timeframe provided, the number of participants, and the level of urgency involved, the surcharge may increase up to a maximum of USD 10,000 per request or activity.

• Research Fee: For complex mandates, including but not limited to complex concierge services, private or corporate events, extensive travel arrangements for corporate or private clients, the sourcing of high-level assets, or the preparation of customized proposals and itineraries, the Company Group requires payment of a fixed research fee prior to commencing work. This fee compensates the Company for the legwork, time, and preliminary work involved in assessing the viability and feasibility of the specific complex mandate. The research fee shall range between a minimum of USD 2,500 and a maximum of USD 5,000. The applicable amount will depend on the nature and complexity of the request, the overall budget, the level of assistance required, and the timeline provided.

For transparency, the research fee is partially refundable under the following conditions:

• Should the client cancel the Service within the first six (6) days following payment, fifty percent (50%) of the research fee will be refunded.
• As of the seventh (7th) day, the Company shall retain the full amount of the research fee in consideration of the time, effort, coordination, and professional resources allocated to the mandate, and no refund shall be issued.

For clarity, the research fee does not constitute a deposit toward, nor will it be credited against, the total cost of the Service.

• Engagement Fee: To initiate advisory services for individuals, corporations, institutions, and global brands, Pure Entertainment Group applies an engagement fee. This fee reflects the time, strategic input, research, and access to our global network required to identify, structure, and recommend the most suitable solutions for each mandate. The engagement fee is determined based on several factors, including the nature and complexity of the request, timeline, overall budget, level of involvement required, and the value ultimately created for the client.

• Success Fee: As the name implies, the success fee is an additional fee payable to Pure Entertainment Group under specific conditions defined in the engagement agreement. This fee is typically calculated as a percentage of the applicable transaction value or other costs outlined in the agreement.

• The Company may charge an administration fee of USD 500 or more for currency exchange, wire transfers, logistics, or shipping.
• The Company reserves the right to modify its fee structure from time to time. Any such change shall not affect confirmed bookings. The updated fee will be disclosed before the Service is provided.

5) HIGH-VALUE ASSETS, PRODUCTS AND GOODS PURCHASED

1. In connection with the sourcing of high-value assets, products, and goods—such as exclusive art, luxury merchandise and collectibles, private jets, yacht charters, luxury real estate, and similar items—the Company shall act solely as an agent, unless otherwise expressly stated or agreed in writing.
2. Clients acknowledge and agree that the high-value assets, products and goods may be purchased above face value with prior Client approval.
3. Clients acknowledge and agree that the Company will invoice the Client for the high-value assets, products and goods purchased plus applicable Service Fees.
4. Refunds for high-value assets, products, and goods shall be subject to the applicable Supplier terms and conditions, including cancellation policies, which will be disclosed to the Client at the time of purchase. The Company’s Service Fees shall remain strictly non-refundable.

6) TICKETS, INVITATIONS AND EXPERIENCES PURCHASED

1. The Company facilitates access to high-profile social, lifestyle, and sporting events, invitations with invite-only access as well as unique experiences; however, the Company shall not be responsible for the performance, quality, cancellation, or execution of such events or experiences.
2. Clients acknowledge and agree that the tickets, invitations and experiences, may be purchased above face value with prior Client approval.
3. Clients acknowledge and agree that the Company will invoice the Client for the tickets, invitations and experiences purchased plus applicable Service Fees.
4. Refunds for tickets, invitations and experiences shall be subject to the applicable Supplier terms and conditions, including cancellation policies, which will be disclosed to the Client at the time of purchase. The Company’s Service Fees shall remain strictly non-refundable.

7) ALTERATIONS BY YOU

Amendments after confirmation may incur Supplier penalties and an amendment fee of USD 500 per booking from the Company. Significant changes may be treated as cancellation and rebooking.

8) CHANGES BY US OR THIRD-PARTY SUPPLIERS

1. This clause applies only where your contract is directly with us.

Occasionally, we may need to correct errors, make changes to confirmed arrangements, or, in rare cases, cancel a booking. Most changes are minor. However, if a significant change is required and there is sufficient time before the Service begins (excluding luxury travel and event arrangements), we will offer you one of the following options:

1. An alternative arrangement (with us covering any price difference);
2. A full refund for the affected service; or
3. A future credit equal to the value of the affected service.

These options apply only to significant changes that materially affect the level or quality of the service. Minor changes do not qualify.

2. This clause applies where your contract is with a Third-Party Supplier.

If the Third-Party Supplier changes or cancels your booking or Service, we will promptly inform you and pass along any updated details, as well as any compensation offered by the Supplier. As we act solely as a booking agent in such cases, we cannot accept liability for changes or cancellations made by the Third-Party Supplier.

9) LIMITATION OF LIABILITY AND INDEMNITY

1. The Company will exercise reasonable care and skill in providing the Services, in accordance with the Client’s requests and instructions. Where third-party Suppliers are engaged, the Company shall not be responsible or liable for any acts, omissions, or performance of such Suppliers.
2. If the Company provides the Client with contact details or information for a Supplier, the Client is responsible for deciding whether to use that Supplier and for entering into any agreement directly with them. Any Services provided by the Supplier will be subject to the Supplier’s own terms and conditions. The Company is not responsible for the Supplier’s Services, however; the Company will reasonably assist the Client in any follow-up communications or discussions with the Supplier.
3. To the fullest extent permitted by applicable law, the Company, including its officers, directors, employees, and affiliates, shall not be liable for any death or personal injury unless such loss is directly caused by the Company’s gross negligence or willful misconduct.
4. In addition to Clause 9(3), and to the fullest extent permitted by applicable law, the Client agrees that the Company shall not be liable for any indirect, incidental, consequential, special, or punitive damages arising out of or related to this Agreement or the Services provided, regardless of the legal theory asserted, even if such damages were foreseeable or the Company was advised of the possibility of such damages, except where such damages result from the Company’s gross negligence or willful misconduct.

For the purposes of this Agreement, “indirect” or “consequential” damages include, without limitation, loss of revenue, loss of profit, loss of use, loss of capital, loss of opportunity, reputational damage, legal fees, business interruption, production delays, downtime, or similar economic losses.

In no event shall the Company’s total aggregate liability—whether arising in contract, tort, negligence, or otherwise—exceed the total professional fees paid by the Client to the Company in connection with the specific request or Service giving rise to the claim, including without limitation any Reservation Fees, Service Fees, Planning Fees, Last-Minute Surcharges, or Research Fees.

10) INSURANCE

Clients are strongly advised to obtain comprehensive insurance covering travel, medical, cancellation, and liability risks. The Client acknowledges and agrees that participation in any travel, event, Service or related arrangement is undertaken at their own risk. The Client assumes full responsibility for any loss, injury, damage, or death affecting themselves, their family members, or dependents arising in connection with such participation.

The Client is solely responsible for obtaining and maintaining adequate insurance coverage. Pure Entertainment Group does not provide insurance and shall not be liable for any such loss, injury, damage, or claim.

11) FORCE MAJEURE

The Company shall not be liable for any delay or failure to perform the Services where such delay or failure results from circumstances beyond its reasonable control, including but not limited to acts of God, pandemics, government actions, war, riots, strikes, labor disputes, natural disasters, fire, flood, accidents, transportation disruptions, or failure to obtain required permits or authorizations.

Neither Party shall be deemed in breach of this Agreement due to such events. The affected Party shall provide written notice within a reasonable time, outlining the circumstances and efforts to resume performance. The Company shall be entitled to a reasonable extension of time to perform its obligations.

12) CANCELLATION BY YOU

Cancellations must be submitted in writing.

Cancellation scale for customized travel and event arrangements:

• Over 8 weeks: 30%
• 4–8 weeks: 50%
• 2–4 weeks: 70%
• Less than 2 weeks: 100%

The professional Fees remain non-refundable once work has commenced

13) CONDITIONS OF PRICES

1. Prices are subject to availability and Supplier conditions. Once the price of a Client’s request or concierge service has been confirmed and full payment has been received by the Company, such price shall be final and shall not be subject to any increase.If, however, a price increase occurs between the initial confirmation and receipt of full payment, the Company shall (i) promptly notify the Client of the revised pricing and (ii) offer suitable alternative options, where available.
2. The Client acknowledges that the Company’s pricing clearly specifies what is included and excluded, as outlined in the applicable agreement, proposal, and/or invoice. The Client further acknowledges that any additional expenses or charges incurred during the planning or execution of the Services, or arising from additional requests made by the Client, may be invoiced separately and submitted to the Client for payment upon completion of the Services.
3. Customized packages, events, and experiences are offered as comprehensive arrangements. As such, the Company does not provide itemized cost breakdowns for individual components.

14) YOUR RESPONSIBILITIES

1. The Client is solely responsible for ensuring that all passports (valid for at least six months beyond the return date), visas, vaccination certificates, and other required travel documents are valid and in order prior to departure. The person making the booking is responsible for ensuring all members of the party comply with these requirements.The Company accepts no liability for any failure to meet such requirements, missed check-in times, or failure to be present for scheduled travel arrangements. No refunds or credits will be provided for lost, misplaced, or invalid travel documents, and the Company reserves the right to recover any costs incurred as a result of the Client’s non-compliance.
2. The Client agrees to act responsibly and comply with all applicable health, safety, and security requirements during a Service.The Client is liable for any loss or damage caused by themselves or any member of their party and must settle such costs directly with the relevant supplier at the time, or upon confirmation of the final amount. The Client shall also indemnify the Company for any claims, losses, or legal costs arising from their actions. Appropriate travel insurance is strongly recommended.

15) CLIENTS’ CODE OF CONDUCT

• Clients shall refrain from any behavior that can be described as rude, obscene, offensive, ill-mannered, disrespectful, disorderly, disturbing, disrupting, interrupting, or any illegal activity, which may cause an inconvenience to others or hinder the normal business activity of the Company, directors, employees, business partners and/or suppliers. Examples of prohibited behavior are listed below but are not limited to:

1. Fighting, causing/promoting a fight, riotous behavior, incitement to violence, and causing panic or disruption;
2. The use of offensive languages such as swear words or racial slurs as well as inappropriate hand gestures, including but not restricted to gang signs or symbols, loud or boisterous behavior, or throwing of objects;
3. Wearing inappropriate attire with or without offensive content;
4. Unauthorized carriage of weapons, prohibited drugs, illegal goods, dangerous substances, or any other similar objects, which may give ground to suspect an illegitimate activity of the holder;
5. Any other behavior compromising the professional image of Pure Entertainment Group as a global bespoke luxury concierge company and its well-deserved branding, reputation, quality, integrity, and fair dealing.

• Underage family members of the Clients are not allowed to request concierge services unless accompanied by a parent or a legal guardian.

16) COMPLAINTS AND PROBLEMS

1. If you have a complaint regarding any Service booked through the Company, you must notify us promptly so we may attempt to assist. Failure to do so may affect any right to compensation.
2. Where the contract is with a Third-Party Supplier, the Company acts solely as an intermediary and accepts no liability for the services provided. Any assistance in resolving such matters is offered on a goodwill basis only.

17) DISPUTE RESOLUTIONS

Any dispute, controversy, or claim arising out of or relating to this Agreement, including its interpretation, performance, or termination, shall first be resolved through good faith negotiations between the Parties.

If the dispute is not resolved within thirty (30) days, it shall be finally and exclusively resolved by binding arbitration seated in Montreal, Québec, Canada, in accordance with the laws of Québec and the applicable arbitration legislation. The arbitration shall be conducted in the English language by a panel of three (3) arbitrators. The arbitral award shall be final and binding upon the Parties, and judgment upon the award may be entered in any court of competent jurisdiction. The arbitration proceedings, including all submissions, evidence, and the arbitral award, shall remain strictly confidential.

18) GOVERNING LAW

This Agreement shall be governed by and construed in accordance with the laws of the Province of Québec and the federal laws of Canada applicable therein, and shall be deemed in all respects to be a Québec contract within the meaning of the Civil Code of Québec. Subject to any applicable arbitration provisions, the Parties irrevocably submit to the exclusive jurisdiction of the courts of the Province of Québec, district of Montréal, and any courts having appellate jurisdiction therefrom, and expressly waive any objection based on forum non conveniens or any similar doctrine. The Parties confirm that this Agreement is drawn up in the English language at their express request and waive any rights they may have under the Charter of the French Language or otherwise to require that it be drafted in French.

For all purposes relating to this Agreement, the Parties elect domicile in the judicial district of Montréal, Province of Québec, and agree that any legal proceedings arising out of or relating to this Agreement shall be instituted therein.

19) CONTACT

If you have any queries or complaints in regard to these booking conditions or Terms and Conditions please write to Pure Entertainment Group Inc., 1200 McGill College Avenue, Suite 1100 Montreal, Quebec H3B 4G7, Canada.

Updated on July 25, 2026.