General Terms & Conditions

• PQ Solutions: the service provider offering butler service, assistance, executive support and international practical assistance services.
• Client: the natural person or legal entity submitting a request or entering into an agreement with PQ Solutions.
• Consumer: a client acting as a natural person and not in the course of a profession or business.
• Business Client: a client acting in the course of a profession or business.
• Request: any question or application submitted to PQ Solutions via the website, email, WhatsApp or telephone.
• Assignment: a request expressly accepted by PQ Solutions.
• Agreement: the arrangements between PQ Solutions and the client regarding an assignment, including these general terms and conditions.
• Services: the activities PQ Solutions performs under an assignment.
• Third Party: an independent party engaged by PQ Solutions, such as a chauffeur, carrier or supplier.
• Written / Electronic Communication: communication by letter, email, WhatsApp or another reproducible electronic means.

These general terms and conditions apply to all offers, requests, assignments and agreements involving PQ Solutions, unless expressly agreed otherwise in writing.

Where a specific written agreement or assignment confirmation contains differing provisions, that specific agreement prevails for that assignment insofar as legally permissible. Mandatory law, including consumer law, always continues to apply.

A REQUEST IS NOT AN ACCEPTED ASSIGNMENT.

A request submitted through the website, email, WhatsApp or telephone is not automatically an accepted assignment. PQ Solutions first personally reviews every request.

In response to a request, PQ Solutions may:

• Accept the request
• Decline the request
• Ask additional questions
• Propose an alternative
• Refer the client to another provider
• Request additional documentation where necessary
• State that the request cannot be performed

An assignment only becomes binding after PQ Solutions has confirmed acceptance and the relevant conditions have been agreed, subject to applicable law.

PQ Solutions is entitled to refuse or terminate a request or assignment if:

• the request is illegal;
• the request appears intended to facilitate illegal activity;
• the request involves fraud;
• the request involves deception;
• the request involves stolen goods;
• the request involves drugs or prohibited substances;
• the request involves weapons or prohibited goods;
• the request involves money laundering;
• the request involves terrorism financing;
• the request involves sanctions evasion;
• the request involves smuggling;
• the request involves trafficking;
• the request involves violence;
• the request creates an unacceptable safety risk;
• the request requires a licence or professional qualification that PQ Solutions does not hold;
• the client provides misleading information;
• the client refuses necessary information;
• the request conflicts with applicable law;
• the request conflicts with internal compliance or safety requirements;
• the request cannot reasonably be performed;
• the request would expose PQ Solutions, its personnel or third parties to unreasonable risk.

PQ SOLUTIONS IS NOT OBLIGED TO ACCEPT EVERY REQUEST.

PROHIBITED REQUESTS

PQ Solutions does not accept requests intended to facilitate, execute, conceal or support unlawful activity. This includes, among others:

• Illegal drugs
• Illegal drug transportation
• Illegal possession or transportation of weapons
• Stolen goods
• Fraud
• Forgery
• Money laundering
• Tax evasion
• Sanctions violations
• Smuggling
• Human trafficking
• Exploitation
• Violence
• Threats
• Identity fraud
• Cybercrime
• Theft
• Concealment of criminal proceeds
• Circumvention of legal restrictions
• Any other unlawful activity

Also prohibited are requests designed to deceive competent authorities, financial institutions, insurers, transport companies or other parties.

A client may never engage PQ Solutions for the purpose of circumventing a legal obligation, facilitating prohibited activity or concealing information from a competent authority.

The client is responsible for:

• providing truthful information;
• providing accurate instructions;
• being legally entitled to request the service;
• having the necessary authority to give the instruction;
• providing required documents where legitimately necessary;
• accurate information about vehicles, goods, persons, destinations and circumstances;
• obtaining permissions that are legally the client's own responsibility;
• informing PQ Solutions of relevant risks;
• not asking PQ Solutions to perform illegal activities.

This provision does not seek to transfer every conceivable responsibility to the client and remains subject to mandatory Dutch law.

If PQ Solutions establishes that an assignment is illegal, misleading or fraudulent, or materially differs from the information provided by the client, PQ Solutions may suspend or terminate the assignment with immediate effect, insofar as legally permissible.

Any unused prepaid amounts are handled in accordance with the applicable agreement and mandatory law. Where a situation creates an immediate safety or legal risk, PQ Solutions may stop the service immediately.

Where legally required or permitted, PQ Solutions may cooperate with competent authorities.

Where appropriate, PQ Solutions may engage third parties or independent service providers to perform parts of an assignment, such as chauffeurs, transport companies, airlines, logistics providers, professional service providers and other suppliers.

PQ Solutions remains responsible for its own contractual obligations to the extent required by applicable law.

For an assignment, PQ Solutions may travel by car, train, aeroplane or other appropriate transport.

International assignments may depend on:

• travel availability;
• border requirements;
• immigration requirements;
• customs requirements;
• vehicle documentation;
• insurance;
• local laws;
• safety;
• weather;
• transport availability;
• government restrictions;
• third-party availability.

The client provides accurate information. PQ Solutions is not responsible for delays or an inability to perform caused by circumstances outside its reasonable control, subject to applicable law.

• The client must have the legal right to request collection of the vehicle.
• The vehicle must be legally eligible for transport.
• Required documentation must be available.
• The client provides accurate information about the vehicle.
• Any required insurance, registration, export/import documentation or permissions must be properly arranged.

PQ Solutions may refuse collection if legal, insurance, safety or documentation requirements are not satisfied.

PQ Solutions expressly does not provide services involving minors or vulnerable persons. Vulnerable persons include, among others: persons requiring care, persons under guardianship, administration or mentorship, persons with an intellectual or psychological impairment, and persons who for other reasons cannot decide or act independently.

Excluded in any event are:

• childcare, babysitting or minding in any form;
• supervision of or responsibility for minors or vulnerable persons;
• transport of minors or vulnerable persons, accompanied or unaccompanied;
• accompaniment to school, day care, care institutions, doctors or activities;
• care, nursing, medical or paramedical acts;
• handover or collection of a minor in the context of contact or custody arrangements;
• any other service in which the care or safety of a minor or vulnerable person is effectively entrusted to PQ Solutions.

Requests of this nature are neither processed nor accepted. Any response, price indication or conversation regarding such a request never constitutes an assignment and may not be construed as acceptance.

The client warrants that a request does not involve a minor or vulnerable person and that full and correct information is provided in this respect. If during performance it appears otherwise, or that incorrect or incomplete information was provided, PQ Solutions will cease work immediately. Time spent and costs incurred remain payable.

PQ Solutions accepts no liability whatsoever for damage relating to minors or vulnerable persons, including where such a situation arises unintentionally because the client provided incorrect or incomplete information. In that case the client fully indemnifies PQ Solutions against third-party claims.

Where legally required, PQ Solutions reports suspicions of unsafe situations or abuse to the competent authorities.

Prices may be agreed:

• by quotation;
• by hourly rate;
• by fixed fee;
• by assignment;
• by travel arrangement;
• by written agreement.

Where agreed, additional costs may be charged, such as travel, parking, tolls, accommodation, tickets, third-party costs, fuel, transport and other directly related expenses.

Unless agreed otherwise, the payment term stated on the invoice or in the assignment confirmation applies. PQ Solutions may require a deposit or advance payment, in particular for assignments involving third-party costs.

In the event of late payment, PQ Solutions may charge statutory interest and extrajudicial collection costs, only up to the legally permitted amounts. For consumers, the statutory reminder procedure and statutory scale for collection costs apply.

Cancellation charges may depend on the timing of cancellation, services already performed, non-refundable third-party costs, travel arrangements, tickets, accommodation, vehicle transport arrangements and resources reserved specifically for the client.

PQ Solutions never charges more than the costs actually incurred and reasonably attributable. Statutory consumer rights, including any statutory right of withdrawal for distance contracts, continue to apply in full; mandatory consumer rights are not contracted out.

Force majeure exists in the case of circumstances outside the reasonable control of PQ Solutions, including natural disasters, war, government restrictions, border closures, transport disruption, strikes, serious technical failures, pandemics where applicable, severe weather, third-party failures and other circumstances beyond reasonable control.

In the event of force majeure, obligations may be suspended. If the force majeure continues, the agreement may be terminated, subject to applicable Dutch law.

PQ Solutions is liable to the extent that follows from the agreement and applicable law. Liability for intent or wilful recklessness, and liability that cannot legally be excluded or limited, is neither excluded nor limited.

Insofar as legally permitted, liability for indirect and consequential damage, such as lost profit, missed opportunities or non-material damage, is limited, and the liability of PQ Solutions per event is in principle limited to the amount charged for the relevant assignment, or to the amount covered by the insurance of PQ Solutions, on the understanding that any limitation must always be reasonable and legally enforceable.

For consumers, these limitations apply only insofar as mandatory law permits.

For items, vehicles, keys, documents or other property temporarily entrusted to PQ Solutions, PQ Solutions will exercise reasonable care.

The client remains responsible for accurate information about the property. Special risks or valuable property may require separate written arrangements and appropriate insurance.

PQ Solutions treats client information with discretion. Employees, contractors and relevant service providers receive only the information necessary to perform the assignment.

This provision is separate from the privacy statement. Where disclosure is legally required, confidentiality cannot be guaranteed without limitation.

COMPLIANCE FIRST

PQ Solutions operates within applicable Dutch and European law. No commercial opportunity overrides legal or safety requirements.

If an assignment conflicts with the law, safety requirements or compliance standards, PQ Solutions may refuse or terminate it. The client cannot instruct PQ Solutions to ignore applicable law.

By accepting an assignment, the client confirms that:

• the information provided is truthful;
• they have the authority to request the assignment;
• they are not asking PQ Solutions to facilitate illegal activity;
• they understand that PQ Solutions may refuse requests;
• they have had a reasonable opportunity to review the applicable general terms and conditions;
• they agree to the terms applicable to the assignment.

Ticking a checkbox does not affect mandatory law or rights that cannot legally be excluded.

Dutch law applies to agreements with PQ Solutions. Complaints may be submitted within a reasonable period; we aim to handle every complaint personally and carefully.

Disputes are submitted to the competent Dutch court, without prejudice to consumers' statutory rights to bring proceedings before another competent court.

These general terms and conditions carry a version number and effective date. An accepted assignment remains governed by the version recorded for that assignment; later versions do not silently replace it.

INTRODUCING REMAINS PERSONAL AND WITHOUT OBLIGATION

This article applies to every person or company registering as a PQ Privilege Partner and introducing relations to PQ Solutions. Participation is voluntary and can be ended at any time.

Valid introduction

• An introduction is valid when a new relation reaches PQ Solutions via the personal partner link or while stating the personal partner code.
• The relation must not have been known to PQ Solutions before, and must not already be enquiring or under review.
• The partner does not introduce themselves, their own household or their own company.
• If the same person is introduced by several partners, the first registered partner code applies.

Entitlement to a reward

• A reward only arises once a qualifying assignment has been fully performed and irrevocably paid.
• In the event of cancellation, refund, non-payment, no-show or chargeback, any entitlement to a reward lapses.
• Allocation and release take place after personal review by PQ Solutions and remain at the discretion of management.
• The amount of a reward is set per programme and amounts to no more than EUR 500 per qualifying assignment.

Brand, discretion and conduct

• Introducing is personal. Spam, unsolicited bulk messages, discount sites and paid advertising on the name PQ Solutions are not permitted.
• The partner is not an employee, agent or representative of PQ Solutions and cannot make commitments about prices, availability or performance.
• The partner does not share confidential information about clients, journeys or assignments.

Tax responsibility

The partner is personally responsible for the tax consequences of amounts or gifts received, including any declaration and taxation.

Refusal, exclusion and changes

• PQ Solutions may refuse a registration and may immediately exclude a partner where misuse, manipulation or conduct contrary to the brand is suspected, in which case pending rewards may lapse.
• Rules, conditions and reward amounts may be adjusted for future introductions. Rewards already released remain unchanged.

Participation in the PQ Privilege Partner Programme is further governed by the remaining articles of these general terms and conditions and by the privacy statement.