Terms of Service

1. About these Terms

These Terms apply to every membership, request, quote and booking with The Velvet Key ("we", "us"). We are a members-only concierge based in Delhi NCR, serving members across India and arranging events abroad.

By asking about membership, joining, sending a request, accepting a Quote or paying us, you agree to these Terms. We may update these Terms. The version in force when you join, accept a Quote or pay applies to that membership or request. These Terms are an electronic record under the Information Technology Act, 2000 and do not need a signature.

2. What we do, and what we don't

For our members, we arrange and coordinate access to events and experiences on request, including sport, concerts, festivals, hospitality and related dining, travel and gifting. We are not the event organiser, venue, ticket issuer, airline, hotel or any other provider. We arrange access through organisers, sponsors, authorised hospitality providers and other authorised channels. The provider's own terms govern entry, seating, inclusions and conduct at an event. Everything is on request and subject to availability. We do not hold a fixed inventory, and we do not promise that any particular event, date, seat or package can be obtained. We do not give legal, tax, financial or medical advice.

3. Requests, quotes and bookings

Requests are made by members. A request asks us to check availability and quote. It is not a booking. We will send you a written Quote stating what is available, the price components, the provider's cancellation and change terms, how long the Quote is valid (24 hours if not stated) and how to pay. A booking is confirmed only when you have approved the Quote in writing, we have received cleared payment as the Quote requires, and we have sent you written confirmation. We will not spend money or commit to any provider on your behalf without your written approval of the specific item and price.

4. Pricing

You pay only the actual cost of what we arrange. This means a ticket or hospitality package is at cost, and a dinner is the food plus logistics, at cost. We add no service fee and no markup. Your membership fee is separate (see §10). Each Quote shows separately the cost of what we arrange (such as tickets, hospitality, travel, stay and logistics) and any taxes that apply. If a provider adds charges after the Quote, we will tell you before asking you to pay anything more.

5. Taxes

Membership fees are subject to GST and any other taxes that apply under Indian law. Where an arrangement involves travel or bookings abroad, tax collected at source (TCS) or similar levies may apply. How taxes apply depends on the nature of each arrangement and is handled case by case. Any taxes will be shown in your Quote and invoice before you pay.

6. Payments

Membership fee: paid in Indian rupees, by any method that suits you, once we have spoken and followed up by email (see §10).

Requests in India: you either pay per request when you approve the Quote, or pay from your prepaid balance (§6A). Payment is by UPI, NEFT, RTGS or another method named in the Quote, to the account named in the Quote. Please check the details against the Quote. We will never change payment details by chat alone, so confirm any change with us by email before paying. We need payment, in full or as the deposit the Quote states, before we commit any money or book anything for you.

Requests abroad: see §8.

We do not take payments through this website.

6A. Prepaid balance

For requests in India, you can keep a prepaid balance with us instead of paying for each request separately. A prepaid balance is held in Indian rupees and can be used only for your own requests with The Velvet Key. It cannot be transferred or used with any other business. We deduct from it only the amount of a written Quote you have approved, and we itemise each deduction against that Quote. What you pay from it is the cost of what we arrange, with no service fee or markup. No interest is paid on a prepaid balance. You can ask us to refund any unused balance at any time by emailing sales.velvetkey@gmail.com, and we will refund it to the account it came from. A prepaid balance is never used for payments abroad (see §8).

7. Cancellations, changes and refunds

Provider terms: most event tickets and hospitality packages are non-refundable and non-transferable once bought. Your Quote sets out the provider's terms in writing before you approve it. Unless the Quote says otherwise, cancellations and changes follow the provider's policy, and we will pass on any refund the provider actually makes within 7 business days of receiving it.

If we fail to deliver: if you have paid and we cannot deliver the confirmed booking for reasons within our control, we will refund in full everything you paid us for that item within 7 business days.

If an event changes: if an organiser cancels, postpones or materially changes an event, the organiser's policy governs. We will pass on any refund, credit or alternative and help you claim it, but we cannot guarantee the outcome.

Before booking: you can decline a Quote at no cost at any time before you approve it.

Nothing here limits any consumer right that cannot be excluded by law.

8. Events and services outside India

For events and services outside India, you pay each provider directly, through your own bank, an authorised dealer or an authorised seller. We never handle foreign currency. We do not buy, sell, hold or send it, and we do not make foreign payments for you. You are responsible for related bank charges, taxes and declarations, and for your passport, visa, travel insurance and entry requirements.

9. Your obligations

Give us accurate names and details. Tickets are often issued in the attendee's name, and ID may be checked. Do not resell, transfer for profit or advertise any ticket or access we arrange for you unless the provider's terms and the law expressly allow it. Follow the venue's and organiser's rules, including age limits, dress codes and security checks. We are not responsible for denied entry caused by a breach of these rules or by mismatched ID.

10. Membership

The Velvet Key is for members only. We offer two memberships, Access and Signature. Membership fees are annual: Access is ₹50,000 a year and Signature is ₹1,00,000 a year, plus applicable taxes (founding rates are in §11).

Joining: you tell us which membership you would like, we call you to talk it through, and we follow up by email with the details. You then pay the fee in Indian rupees, by any method that suits you. Your membership starts as soon as we receive payment, and we confirm it in writing with its fee, inclusions and service levels (the Membership Confirmation).

Access covers one member. Bookings can include the guests attending with the member. Signature covers the member and up to 4 named family members aged 18 or over (spouse or partner, adult children, parents) named in the Membership Confirmation, each of whom may make requests. Children under 18 are covered only through requests made by a parent. Each named family member gives their own consent before being added.

Both memberships include a direct WhatsApp line, open 24/7, which we share when you join (we work across time zones, and we do not publish the number), and an NDA on request. Messages on that line are answered within your membership's reply times (§12). Access includes events and dining in India and abroad, with the chauffeur, stay and travel for each event. Signature also includes whole trips, private occasions and gifting; a family calendar with a planning session at joining, a quarterly check-in and options sent 4 weeks before up to 12 tracked dates; alerts at least 48 hours before Access where we know of a release in advance; live support during booked events and a host on the ground for up to 2 occasions a year (Delhi NCR, and other cities where we have a trusted, authorised partner); and each year a welcome box, a gift for up to 4 family dates and 2 seats at members-only evenings.

Membership covers our concierge service and the service levels in §12. It does not include the cost of anything we arrange, which is quoted separately (§3 and §4). Membership is personal and non-transferable. If you cancel within 7 days of paying and have made no request, we refund the fee in full. After that it is non-refundable, except where we materially fail to provide the membership services.

Events with limited availability: we allocate first to Signature members, then to Access members, and within each membership by the time we received the request. We do not promise any member a specific event.

Membership renews only when you confirm in writing.

11. Founding membership

The first 25 members join at the founding rate: ₹40,000 a year for Access and ₹80,000 a year for Signature, plus applicable taxes. Your founding rate covers your first year. Before it ends, we'll agree your renewal with you personally, so there are no surprises.

12. Service levels

Response means we have seen your message and are working on it. Fulfilment means we have come back with real options and a Quote. Service Hours differ by membership: 9:00 am to 9:00 pm India Standard Time for Access, and 7:00 am to 11:00 pm India Standard Time for Signature.

Access members: a reply within 4 hours from 9am to 9pm every day, or by 11am the next day outside those hours. Signature members: a reply within 1 hour from 7am to 11pm every day, or within 2 hours overnight.

These are targets we work to, not guarantees of availability, price or outcome. They run from when we have the information we need from you. They may take longer where providers are slow, the request is unusually complex or events beyond our control occur. Urgent or same-day requests are handled on a best-efforts basis. We are not an emergency service. In an emergency, contact local emergency services (112 in India). If we repeatedly miss the response targets for your membership, tell us and we will agree a fair remedy with you.

13. Our responsibility and its limits

We will use reasonable skill and care in sourcing, checking and coordinating what you ask for. We are not responsible for the acts, omissions, quality, safety, cancellation or insolvency of providers, or for events beyond our reasonable control, including cancellations, weather, strikes, government action, security incidents and technical failures. To the extent the law allows, our total liability for any request or booking is limited to the total amount you paid us for it, and we are not liable for indirect or consequential loss. Nothing in these Terms excludes liability for fraud, wilful misconduct, death or personal injury caused by our negligence, or anything else that cannot be limited by law.

14. Requests we will not accept

We decline requests involving illegal activity or unauthorised ticket resale or touting; fraud, or misused identity or documents; controlled substances or dangerous items; unlicensed financial, foreign-exchange, legal or medical activity; unsafe transport or activities; access to someone else's private information; or anything we reasonably believe is unsafe, deceptive or harmful. We may end a membership if a member keeps making such requests.

15. Privacy and confidentiality

See our Privacy Notice. We treat what you tell us about your plans, family, guests and preferences as confidential. We do not name clients publicly or use their details in marketing without written permission. Any member can ask us to sign an NDA.

16. Complaints, grievances and governing law

Please raise any complaint with us first at sales.velvetkey@gmail.com. We will acknowledge it within 2 business days and aim to resolve it within 30 days.

These Terms are governed by the laws of India, and the courts at New Delhi have jurisdiction, subject to any right you have to approach a consumer commission under the Consumer Protection Act, 2019.

17. Contact

The Velvet Key · Based in Delhi NCR, serving members across India · sales.velvetkey@gmail.com

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