Last updated: August 2026
In this agreement "we", "us" and "our" refers to Dickory Dock, whose main office is at 88 Fernlea, Bearsden, Glasgow G61 1NB; "you" refers to the Client; "our tasks" means the provision of our services to you such as sourcing and engagement of a supplier to perform services; "the services" means the services which you have engaged us to obtain on your behalf from a supplier; "supplier" means a third party (e.g. a plumber) which we, acting as your agent and not as principal, have engaged for you to carry out services at your request. "Dickory Dock website" means www.dickory-dock.com.
We are a personal concierge and lifestyle management company. You have engaged us to perform our tasks for you, which may include the arrangement of services to be carried out for you by us or by a supplier. Where the services may legally be carried out only by a supplier with suitable qualifications and/or insurance, we shall use reasonable endeavours to ensure that the supplier chosen by us to perform the services is so qualified and/or insured.
Unless you have expressly requested or agreed to a particular supplier or a specific charge for the services, we shall make reasonable efforts to ensure that the supplier's charges for providing the services are reasonable, having regard to the local market rate for such services in the general locality of the performance of the services. We give no warranty as to any supplier's charges for services which have been ordered, negotiated or arranged by you directly with the supplier.
Whilst we shall use all reasonable endeavours to ensure that any supplier selected by us is competent to carry out the services to a proper standard of workmanship and quality, we shall not be liable if their performance falls below that standard.
If so requested by you (but not otherwise), we shall use all reasonable endeavours to assist you in resolving any issues or problems that arise in relation to the services provided by any supplier.
Our list of preferred suppliers is not a directory for clients to access without the arrangements for these services being undertaken by us. Should you wish to make your own arrangements with one of such suppliers, an appropriate charge of up to one hour will be made to your account.
As our client, you agree to pay on an ad-hoc basis, or via a package as specified at the time of joining. Where you choose a package, a time-sheet will be sent by email to you notifying you of used and unused time at that time.
Charges for our tasks — i.e. the tasks we carry out for you — will be levied at our advertised rates and charged at a minimum unit time of 6 minutes. Packages and gift vouchers are valid for 6 months starting on and including the date of purchase, unless otherwise agreed.
Dickory Dock office hours are 9:00am to 5:00pm, Monday to Friday, excluding Christmas Day, New Year's Day, Good Friday and bank holidays. If, at your request, we carry out tasks for you outside our office hours, our charges may bear an uplift.
Dickory Dock is constantly striving to improve the benefits and services delivered to our clients and accordingly may change and/or vary the benefits package. Details of current and up-to-date pricing will be provided directly to clients and/or posted on the Dickory Dock website.
We require each client to supply Dickory Dock with information that we consider appropriate in order to manage the account. Dickory Dock may make enquiries to verify information provided by a potential client. By becoming a Dickory Dock client, you warrant that the information you have provided is true and accurate, and that you consent to Dickory Dock making any proper enquiries we deem reasonably necessary.
Dickory Dock accepts organisations, businesses, limited companies and partnerships as clients, and the same terms and conditions apply.
It is the sole right of the corporate client to nominate the agreed number of individuals connected with the corporate client, whether as an employee, contractor or customer.
Corporate client charges are agreed prior to the commencement of any period of service and are negotiated on an individual basis.
Anyone who is not a regular client of Dickory Dock may engage us to provide ad-hoc services for one-off jobs and errands on an hourly basis, at the charges detailed on the Dickory Dock website and/or as advised to the client in writing.
The minimum period for each individual request is one hour, payable in advance of service commencing, with additional time thereafter charged in blocks of 30 minutes and invoiced to the client.
Instructions can be given by you either orally or in writing. We shall not be responsible for the security of communications sent by us to you, or to others, in relation to our tasks and services by email, WhatsApp or other electronic means. Please let us know if at any stage you do not wish us to use email or WhatsApp for any communication.
It is our intention to rely upon these written terms. If you require any changes, please ensure these are put in writing so that we can avoid any misunderstanding about what we and you are each expected to do.
Where you instruct us to arrange for services to be performed at a particular location, we ask that you give reasonable access to that location (including the interior of any premises) to us, our employees and agents, and to the supplier and its employees and agents, as necessary for the services to be performed without hindrance. Failure to do so may result in increased charges.
Travel time to and from your premises, or for any errand running purposes, is chargeable at our usual advertised hourly rates, capped at 30 minutes within central Glasgow. Travel time for work requiring our physical presence outside central Glasgow will be agreed on a case-by-case basis. Travel time is not chargeable if the amount of work takes a full working day of seven hours or more.
You will be responsible for obtaining, from other parties (e.g. a landlord) or any government or competent authority, any consent that may be necessary for the services to be provided, unless specifically agreed otherwise.
We will not be liable under these Terms & Conditions for any loss or damage caused by us or our employees or agents in circumstances where (a) there is no breach of a legal duty of care owed to you by us or by our employees or agents; (b) such loss or damage is not a reasonably foreseeable result of any such breach; or (c) any increase in loss or damage results from a breach by you of any term of this agreement.
We will not be liable under these Terms & Conditions for any loss or damage caused by a supplier, its employees or agents.
We shall not be liable if any documents we procure for you (e.g. flight tickets, theatre tickets) are subsequently found not to be genuine, or are not accepted by a third party as genuine. We shall, however, use all reasonable endeavours to ensure that such documentation is genuine and bona fide.
We shall not be liable to you if we do not perform our tasks, or the services are not performed by a third party, for reasons beyond our control — for example, strike, lock-out, labour dispute, transport difficulties, act of God, war, riot, civil commotion, malicious damage, application of law, accidental breakdown of plant and machinery, fire, flood, storm, and other circumstances affecting the provision of goods and services.
We hold valid public liability insurance and professional indemnity insurance in respect of the provision of our tasks.
Unless agreed otherwise, we shall make payment for the services to any supplier on the basis that we do so as your agent, and that you refund any such payment to us immediately upon demand, save to the extent that you have provided the necessary funds beforehand. Where services have been paid for on order, we will invoice you at the point of payment.
Payment of our charges for tasks performed shall be payable on invoice. Interest at 2% per annum over the Bank of England base rate from time to time will be charged on any balance which remains unpaid 14 days after invoice.
Our aim is to provide an efficient service. Sometimes this is not possible as a result of delays or lack of co-operation on the part of suppliers or other third parties. If you are unhappy about any aspect of our service, please discuss your concerns with us at the earliest opportunity. We will use all reasonable endeavours to respond to complaints received in writing from you in accordance with the following procedure:
Dickory Dock is committed to protecting the privacy of its clients and will handle all information it receives from clients in accordance with applicable data protection legislation. By instructing us, you consent to us disclosing such information as is reasonable and necessary for the purpose of carrying out your instructions. For full details on how we handle your personal data, please see our Privacy Policy.
You have the right to cancel this agreement at any time, on giving not less than 10 days' notice in writing. Notwithstanding such termination, where (a) we have performed all or part of our tasks, (b) the services have been performed, or (c) a supplier has been engaged by us on your behalf, you will remain fully liable under this agreement in respect of those services and/or tasks.
If you cancel your agreement, we shall: (a) charge you for the tasks we have carried out for you up to the time we received notice of cancellation, at the rate agreed between Dickory Dock and you; (b) be entitled to recover from you any money paid by us to a supplier in relation to the services you requested; (c) be entitled to recover any money paid by us for goods reasonably required in the procurement of the services or the carrying out of our tasks (e.g. the price of tickets); and (d) be entitled to retain any credit balance held by us in respect of a package which has not been used in full.
We reserve the right to cancel this agreement at any time, on giving at least 10 working days' notice before the intended date of performance of the services, without giving reasons, and we shall use all reasonable endeavours to notify you of this as soon as reasonably practical.
If you have any questions about these Terms & Conditions, please get in touch:
Dickory Dock Concierge
Email: mariella@dickory-dock.com
Phone: 07766 425 775
