La Maison Arbor (SRL)
General Terms & Conditions
(Version v2.0 — Effective date: 10 November 2025)
Important: These Terms apply to all proposals, bookings, and services provided by La Maison Arbor (“Provider”, “we”, “us”). If you are a consumer (a natural person acting for private purposes), you enjoy mandatory protections under Belgian and EU law; nothing in these Terms limits those rights.
 
1. Identity and Contact
Provider: La Maison Arbor (SRL) (company number [xxx.xxx.xxx])
Registered office: [Rue Saint-Georges 1D/11, 7500 Tournai, Belgium]
Operational address: [Rue Saint-Georges 1D/11, 7500 Tournai, Belgium]
Email: [info@lamaisonarbor.com]
Phone: [+32 477 365 461]
VAT: [BE0…]
 
2. Scope of Services
We deliver bespoke, high-end household and lifestyle coordination services, including:
(a) At-home events (planning, coordination, vendors);
(b) Household management (moving, redecorating or reorganising, inventory and storage logistics);
(c) Household staff training (butlers, housekeepers, drivers, etc.); and
(d) Tailor-made packages (e.g. trip preparation, opening secondary residences, wardrobe reorganisation, guest-stay coordination).
We may engage vetted subcontractors (caterers, movers, decorators, trainers, chauffeurs, security providers, etc.) to assist in coordination. We remain your primary contact. Specific deliverables, timelines, fees, and assumptions are set out in a Service Proposal or Order (the “Order”).
 
3. Order Process & Priority of Documents
3.1 A binding contract forms when you accept a written Order (including by e-signature or email) or when we begin performance following your written authorisation.
3.2 Order of precedence: (1) the accepted Order (including annexes), (2) these Terms, (3) any ancillary policies (e.g. project rules, house rules, site safety).
3.3 Changes require written agreement (Change Orders), which may adjust fees and timelines.
 
4. Client Responsibilities (Access, Safety & Sensitive Environments)
4.1 Access & Information. You will provide timely access to premises, residences, staff, and information reasonably required to perform the Services. You warrant the premises are safe and compliant (electricity, lifting access, parking permits, neighbour notifications where needed).
4.2 Fragile / High-Value Items. Before any handling, you must list fragile, rare, or high-value items and pre-existing defects. We may require photographs, valuations, or specialist handlers / insurance at your cost.
4.3 Compliance & Permits. You are responsible for owner / landlord approvals, condo / HOA permissions, municipal permits (e.g. parking, street occupancy), and customs formalities for cross-border moves.
4.4 Pets & Minors. You ensure pets are secured and minors supervised.
4.5 Security & Privacy. You must disclose any security systems (CCTV, alarms) and provide temporary access credentials where necessary. We will comply with reasonable house rules.
 
5. Fees, Deposits, Expenses & Price Adjustments
5.1 Pricing. Fees are specified in the Order (fixed price or time and materials with indicative budgets). Rates exclude VAT and out-of-pocket expenses unless stated.
5.2 Deposit. A non-refundable deposit of [30 %] is due upon Order acceptance; work may commence only after deposit receipt and (if applicable) anti-money-laundering checks.
5.3 Expenses. Our fees cover only our coordination and advisory services. We do not re-invoice third-party vendor or supplier costs. Vendors and suppliers invoice you directly under their own terms. You are responsible for paying them directly. We may charge separate expenses only for our own travel or accommodation directly incurred in connection with the coordination services (plus any agreed handling fee).
5.4 Currency. Unless stated otherwise, invoices are in EUR. For multi-currency Orders, exchange risk and bank charges are borne by the Client.
 
6. Invoicing, Payment Terms & Late Payment
6.1 Schedule. We may invoice (a) upon deposit, (b) progress / stage milestones, and (c) completion; or monthly for time and materials.
6.2 Payment term. Unless otherwise agreed, invoices are payable within 14 calendar days of invoice date to the account indicated.
6.3 Late payment (B2B). For commercial clients, statutory remedies under Belgian law for late payment apply, including fixed compensation and interest at the legal rate for commercial transactions (without prior notice of default).
6.4 Late payment (Consumers). For consumers, interest and administrative charges may be applied in line with applicable Belgian consumer law and any agreed, fair, and transparent charges specified in the Order.
6.5 Suspension & Retention. We may suspend Services and retain materials / outputs until full payment.
6.6 Set-off. Clients may not set off or withhold payments except where mandatorily permitted by law.
 
7. Cancellations, Rescheduling & No Shows
7.1 Client-initiated …
7.2 Provider-initiated …
7.3 Right of Withdrawal (Consumers — Distance or Off-Premises Contracts). If you are a consumer and the Order was concluded at a distance (e.g. by email, telephone, or online) or off-premises, you may have a statutory 14-day right of withdrawal under the Belgian Code of Economic Law. However, our Services are custom-made and personalised to your specific needs and schedule. In accordance with Article VI.53, 13° of the Code, the right of withdrawal does not apply to such personalised services once the Order is confirmed. In addition, by signing the Order, you expressly request that we begin preparatory work immediately (coordination, supplier reservations, scheduling, etc.). You acknowledge that once performance has begun, you will owe fees proportionate to the work completed, even if you subsequently cancel. This ensures that planning and commitments made on your behalf are fairly compensated.
 
8. Vendors & Subcontractors — Third-Party Terms
8.1 Coordination Role. We may, at your request, identify, recommend, and coordinate independent vendors or subcontractors (for example, caterers, decorators, florists, movers, or technical suppliers) to deliver certain elements of the Services. We act solely as your advisor and coordinator in relation to such third parties.
8.2 Direct Relationship with Vendors. All contracts, quotations, invoices, and payments relating to the goods or services of third-party vendors shall be concluded directly between you and the relevant vendor. Each vendor remains solely responsible for its own performance, pricing, billing, warranties, and terms and conditions. You will receive their offers and invoices directly and agree to comply with those vendor terms once accepted.
8.3 Our Fees. Our remuneration covers only our advisory, coordination, and project-management services as described in your Order. We do not purchase, resell, or on-invoice vendor goods or services unless expressly stated in writing.
8.4 Liability. We exercise due care in recommending reputable vendors but do not assume responsibility for their acts, omissions, or contractual obligations. Each vendor remains an independent contractor. Any claims relating to vendor goods or services must be addressed directly to that vendor. Nothing in this clause limits our responsibility for our own negligence in coordination.
8.5 Point of Contact. For your convenience, we remain your single operational point of contact for scheduling, coordination, and communication among all parties, without affecting the vendors’ separate contractual responsibilities.
 
9. Non-Solicitation of Personnel
For 12 months after the last service date, you will not, directly or indirectly, solicit or hire our employees or core subcontractors who were involved in your project, except with our prior written consent.
If you breach this clause, you owe liquidated damages equal to six (6) months of the individual’s gross remuneration (or, if unknown, six months of their billable value), without prejudice to higher proven damages.
This clause does not apply to general public job advertisements not specifically targeting our staff.
For consumers, this clause will be interpreted fairly and proportionately.
This clause applies only to our employees or exclusive collaborators and does not restrict you from contracting directly with independent vendors or suppliers introduced during coordination.
 
10. Intellectual Property & Licence
10.1 Pre-existing IP (templates, training materials, checklists, photos, designs, methods) remains our property.
10.2 Upon full payment, we grant you a non-exclusive, non-transferable licence to use deliverables for your internal or private household purposes.
10.3 You may not publish or commercialise our materials without consent. You grant us a right to reference anonymised outcomes (before/after photos only with your explicit consent).
 
11. Confidentiality & Discretion
Both parties must keep Confidential Information strictly confidential, using it solely to perform the Order.
We operate with discretion suitable for high-profile clients and may sign additional NDAs upon request.
Legal, regulatory, and insurance disclosures remain permitted.
We may share limited information strictly necessary for coordination (e.g. schedules, preferences, contact details) with vendors engaged directly by you, solely for service delivery. All such vendors are expected to handle the information confidentially.
 
12. Data Protection
We process personal data in line with our Website Privacy Notice (below).
When coordinating independent vendors or suppliers engaged directly by you, we may share limited personal data necessary for service performance (for example, contact details, event schedules, or dietary preferences).
Each vendor acts as an independent controller responsible for its own compliance with data-protection law.
Security measures include access controls, encryption, and vetted personnel.
 
13. Insurance & Client’s Own Insurance
13.1 We maintain professional liability and commercial general-liability insurance customary for our activities. Certificates available on request.
Our insurance covers only our coordination and consultancy activities. It does not extend to vendor operations, property, or personnel, which remain under the vendors’ own insurance.
13.2 You are responsible for insuring your premises and contents (including high-value items) and notifying your insurer of works or moves. We may require specific additional cover for extraordinary items or risks.
 
14. Warranties
We perform Services with due skill and care, using suitably qualified personnel. To the extent permitted by law, we disclaim other warranties, including fitness for a particular purpose, unless expressly stated in the Order.
 
15. Liability & Indemnities
15.1 Cap (B2B). For business clients, our aggregate liability arising out of the Services is limited to the total fees paid or payable for the Order during the 12 months preceding the event giving rise to liability, up to [€___] maximum.
15.2 Consumers. For consumers, limitations apply only to the extent permitted by Belgian law.
15.3 Exclusions. Neither party excludes liability for death or personal injury caused by negligence, fraud, wilful misconduct (dol), gross negligence (faute lourde), or any liability that cannot be excluded under mandatory law.
15.4 Indirect Loss. We are not liable for indirect or consequential losses (loss of profit, reputation, opportunity), or for any act, omission, delay, or default of independent vendors, suppliers, or subcontractors contracting directly with you, nor for vendor failure or delays beyond our reasonable control.
15.5 Client Indemnity. You indemnify us for claims arising from (a) inaccurate information or unsafe premises you provide, (b) items improperly packed / declared, or (c) your breach of third-party rights. This indemnity does not cover vendor disputes where we act solely as coordinator.
15.6 Inspection & Claims. Any apparent damage or defect must be noted immediately upon completion of the Services (or upon delivery, as applicable) and confirmed in writing within 48 hours, with supporting evidence such as photographs or reports. Claims concerning pre-existing damage, wear, or defects not caused by the Provider will not be accepted. The Client is responsible for disclosing, before the start of the Services, any existing damage, fragility, or particular risks relating to items or premises. Only damage clearly attributable to the Provider’s actions, and recognised as such by the Provider (or proven by objective evidence), will be taken into account. This clause does not affect mandatory consumer rights.
15.7 Independent Vendors Disclaimer. We act solely as coordination and advisory intermediary. Independent vendors and suppliers engaged for elements of the Services contract directly with you and remain solely responsible for their performance, pricing, and contractual terms. We do not handle their quotations, invoices, or payments.
 
16. Force Majeure
Neither Party shall be liable for any delay or failure to perform its obligations under the Contract where such delay or failure results from events or circumstances beyond its reasonable control, including but not limited to natural disasters, fire, flood, severe weather, strikes, lock-outs, labour disputes, epidemics or pandemics, governmental or regulatory actions, war, terrorism, civil unrest, embargoes, cyber-incidents, energy shortages, vendor insolvency, supply-chain disruptions, transportation or communication failures, or any other event of similar nature or effect.
The affected Party shall notify the other Party without undue delay and shall use reasonable efforts to mitigate the impact.
Time periods for performance shall be extended for the duration of the force-majeure event.
If such event continues for more than 60 consecutive days, either Party may terminate the affected Order or portion thereof by written notice, without liability except for Services already performed or costs irrevocably incurred.
The enumeration of events above is illustrative and non-exhaustive; any comparable event outside the reasonable control of the affected Party shall be treated as force majeure.
 
17. Termination
17.1 Either party may terminate for material breach not cured within 15 days of written notice.
17.2 We may terminate immediately for non-payment, illegal instructions, safety risks, or AML / sanctions concerns.
17.3 On termination, you will pay for Services performed and non-cancellable commitments.
Termination of our coordination contract does not affect any separate contracts you have with vendors or suppliers.
 
18. AML, Anti-Bribery & Sanctions
You and we will comply with applicable anti-money-laundering, anti-bribery, and sanctions laws. We may request identity / beneficial-owner checks and decline or cease Services if compliance concerns arise, without liability.
 
19. International Work
We serve clients across Belgium, the EU, and worldwide. Cross-border Services may require customs, tax, work-permit, and local-compliance steps; you authorise us to coordinate these as agent where needed and bear the related costs directly to the vendors or service providers concerned.
 
20. Consumer Dispute Resolution & Complaints
20.1 Complaints. Please contact us first at [info@lamaisonarbor.com].
20.2 EU ODR platform (consumers). If you are a consumer and purchased online, you may use the EU Online Dispute Resolution platform to seek out-of-court resolution.
20.3 Mediation. For B2B disputes, the parties will first attempt amicable resolution or mediation before litigation.
 
21. Governing Law & Jurisdiction
21.1 Governing law. Belgian law applies, excluding conflict-of-law rules.
21.2 Jurisdiction. The courts of Brussels (Belgium) have exclusive jurisdiction for B2B disputes.
21.3 Consumers. Consumers may bring claims before the courts of their habitual residence where mandatory law so requires. Mandatory consumer-protection laws of that jurisdiction shall apply where applicable.
 
22. Miscellaneous
Entire agreement; severability; no waiver; assignment with consent (not to be unreasonably withheld); electronic signatures accepted.
Notices by email are valid unless a specific form is required by law.
 
23. Model Withdrawal Form (Consumers — Distance / Off-Premises)
(Complete and return only if you wish to withdraw from the contract.)
— To: [LA MAISON ARBOR], [Rue Saint-Georges 1D/11], [info@lamaisonarbor.com]
— I hereby withdraw from the contract for the provision of the following service(s): [description]
— Ordered on [date] / received on [date]
— Name and address of consumer(s)
— Signature (only if on paper)
— Date