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Introduction and Acceptance
1.1 Welcome to THEEB (“we,” “us,” or “our”), an AI-powered personal lifestyle concierge provided by THEEB LTD, registered in UK. These Terms and Conditions (“Terms”) govern your access to and use of our services, including our AI chatbot and website (collectively, the “Service”).
1.2 By accessing or using our Service, you agree to be bound by these Terms. If you disagree with any part of the Terms, you must not access or use the Service.
1.3 These Terms are presented to new users via a link in their first interaction with our Instagram and WhatsApp chatbot. Continuing the chat after receiving this link constitutes acceptance of these Terms.
Description of Service
2.1 THEEB is an AI-driven technology platform that connects users with various services, including but not limited to:
a) Personal Shopping and (Domestic/international) Shipping Delivery Services: THEEB facilitates the purchase and delivery of items on your behalf.
b) Personal Storage and concierge Services: THEEB connects you with third-party same-day delivery agents and for storage facility providers.
2.2 THEEB’s Role as Intermediary
a) THEEB is a technology platform that facilitates connections between users and service providers
b) THEEB does not directly provide goods or services offered by third parties
c) All transactions facilitated through third-party providers are conducted directly between you and the provider
d) THEEB’s responsibility is limited to platform functionality and payment processing. THEEB facilitates payment processing but does not handle refunds for third-party service issues
e) THEEB does not guarantee service quality from third-party providers
f) THEEB also acts as a personal lifestyle agent, executing tasks based on user requests, including purchasing goods and handling errands on behalf of users. For services where THEEB acts as your personal agent, transactions are executed on your behalf based on your requests
2.3 THEEB reserves the right to modify, suspend, or discontinue any part of the Service at any time without prior notice. However, we will make reasonable efforts to inform users of significant changes (including material changes to service functionality, pricing, or these Terms) when feasible.
2.4 Service Availability
a) THEEB does not guarantee uninterrupted access to the Service.
b) Scheduled maintenance will be communicated in advance when possible.
c) Users acknowledge that the AI system may occasionally be unavailable for updates or maintenance.
3. User Accounts and Communication
3.1 To use our Service, you must provide a valid WhatsApp number. You are solely responsible for maintaining the confidentiality of your account and for all activities that occur under your account.
3.2 You agree to receive communications from us, including via WhatsApp, text messages, and email. You can opt-out of non-essential communications at any time.
3.3 You are responsible for providing accurate and up-to-date contact information. THEEB is not liable for any issues arising from incorrect contact details or wrong/unclear addresses.
3.4 Account Security
a) Users must notify THEEB immediately of any unauthorized use of their account
b) Users acknowledge that sharing account access with third parties is prohibited
c) THEEB reserves the right to suspend accounts showing suspicious activity
d) In cases of repeated security violations or confirmed fraudulent activity, THEEB reserves the right to permanently suspend the account
4. Personal Shopping and Delivery Services
4.1 When you request personal shopping services, you authorize THEEB to act as your agent in purchasing the requested items on your behalf. You bear full responsibility for the items you instruct THEEB to purchase. You acknowledge that all purchases are made under your instructions, and THEEB is not responsible for any dissatisfaction, defects, or issues related to the purchased items.
4.2 We reserve the right to refuse any purchase request at our sole discretion.
4.3 If an item is unavailable, we will notify you via WhatsApp for further instructions. If we do not receive a response within 30 minutes, the order may be canceled or substituted at our discretion.
4.4 THEEB is not responsible for the quality, safety, or legality of items purchased. Any issues related to purchased products should be directed to the original seller or manufacturer.
4.5 Delivery times are estimates and not guaranteed. Factors beyond our control may affect delivery times.
4.6 You agree to be available to receive deliveries at the specified address. If you’re not available, the delivery may be returned, cancelled, or rescheduled for delivery at an additional fee equal to the original delivery charge. For example, if your initial delivery charge was 10 GBP, a redelivery would incur an additional 10 GBP fee, for a total of 20 GBP.
4.7 Prohibited Use
THEEB implements robust preventative measures and monitoring systems designed to identify and reject illegal or inappropriate requests. Users are strictly prohibited from attempting to use our service for any illegal purpose and will be held solely responsible for any legal consequences arising from such misuse. THEEB reserves the right to report any detected illegal activities to the appropriate authorities and to terminate service to users who violate this provision.
4.8 Order Limitations
a) Maximum order value limits may apply based on user history and risk assessment
b) Certain high-value items may require additional verification
c) THEEB reserves the right to decline orders exceeding established limits
5. Shipping Services
5.1 THEEB’s shipping service connects users with third-party international express courier companies. THEEB does not operate as a courier service.
5.2 All liability related to the parcels shipping service lies solely with the courier company providing the service.
5.3 THEEB’s role is limited to facilitating communication between users and courier companies.
5.4 Users must comply with all rules and regulations set by the courier company.
5.5 In case of issues or complaints, THEEB will provide relevant information about the courier provider to the user.
5.6 THEEB acts solely as an intermediary in facilitating domestic and international courier services. All terms, and conditions for shipping services are set by and subject to agreement between the user and the third-party courier company providing the service. THEEB does not hold any liability for this facilitation.
5.7 Third-Party Service Provider Liability
a) THEEB acts solely as an intermediary platform connecting users with third-party service providers
b) All service agreements are directly between users and third-party providers
c) THEEB does not guarantee or warrant any third-party services
d) Users acknowledge that any claims related to service quality, safety, or performance must be directed to the third-party provider
e) THEEB’s liability is strictly limited to its role as an intermediary platform
f) THEEB shall not be liable for any disputes, damages, or losses resulting from the actions, omissions, or failures of third-party service providers. Users agree to resolve any issues directly with the provider
6. Pricing and Payments
6.1 Service fees start at 50 GBP and may vary based on the service and complexity of the task.
6.2 For personal shopping, you agree to pay for the items purchased plus our service fee.
6.3 For storage and moving services, you agree to pay all charges at the communicated price then in effect of your usage, in case the service would require extra charges due to adding helper and or extra VAN size for moving and or extra storage space due to the size of your items, you commit to pay all extra charges.
6.4 You agree to pay all charges at the prices then in effect for your purchases and or shipping services.
6.5 THEEB reserves the right to correct any pricing errors, even if payment has already been requested or received.
6.6 Payment can be made via Apple pay or through our third-party payment processor, Stripe and Monzo links.
6.7 Online Payments and Processing Fees
a) For online payments, you will be redirected to Monzo’s or Strip’s payment gateway.
b) A payment processing fee of 3.25% of the total transaction amount will be added to your payment when using online payment services.
c) This processing fee will be:
Clearly displayed before payment confirmation
Itemized separately on your invoice
d) The processing fee covers the cost of secure online payment processing and related banking charges.
6.8 Processing Fee Disclosure
a) The exact amount of the processing fee will be displayed before you confirm your payment.
b) Your invoice will separately itemize:
Base amount for purchased items
Delivery or shipping charges
Storage and moving fee
Payment processing fee
Total amount including all fees
c) The payment processing fee is non-refundable, even in cases of order cancellations or refunds, unless the transaction was charged in error.
6.9 All prices are in British Pounds and inclusive of applicable taxes.
6.10 THEEB reserves the right to change its pricing structure at any time. Users will be notified of any changes before they take effect.
6.11 Payment Gateway Availability and Service Interruptions
a) THEEB is not responsible for any interruptions, errors, or unavailability of the Stripe payment gateway.
b) In case of payment gateway failures, alternative payment methods will be offered.
6.12 Payment Disputes and Chargebacks
a) Any payment disputes must be raised within 30 days of the transaction.
b) Users agree to contact THEEB before initiating any chargeback with their bank or payment provider.
c) Users are responsible for chargeback fees if the chargeback is found to be unwarranted.
6.13 Failed Payments
a) In case of payment failure, the user will be notified immediately and provided with alternative payment options
b) Repeated payment failures (three or more within a 30-day period) may result in temporary service restriction until payment methods are verified
c) Users are responsible for any bank charges due to payment failures
d) All orders must be paid for in full before collection or delivery. THEEB reserves the right to withhold delivery until full payment is received
7. Cancellations and Refunds
7.1 You may cancel a request at any time before the service has been initiated without charge.
7.2 Once a service has been initiated, cancellation fees may apply. These fees will be clearly communicated to the user before confirmation of cancellation.
7.3 Refunds, when applicable, will be processed through the original method of payment within a reasonable timeframe, typically not exceeding 15 business days from the date of refund approval. The specific processing time may vary depending on the payment method and financial institutions involved.
8. User Conduct and Prohibited Activities
8.1 You agree not to use THEEB for any unlawful purpose or in any way that violates these Terms.
8.2 Prohibited activities include, but are not limited to:
a) Requesting illegal goods or services
b) Harassing or abusing THEEB staff or service providers
c) Attempting to defraud or exploit the Service
d) Interfering with or disrupting the Service
e) Requesting tobacco products or any other products prohibited by applicable laws
8.3 Users are prohibited from attempting to reverse engineer, decompile, or extract the source code of THEEB’s AI system or any other part of the Service.
9. Intellectual Property
9.1 The Service and its original content, features, and functionality are owned by THEEB LTD and are protected by international copyright, trademark and other intellectual property or proprietary rights laws.
10. Limitation of Liability
10.1 THEEB’s liability for personal shopping services is limited to the service fee charged.
10.2 For shipping, storage and delivery services, THEEB acts solely as an intermediary. All liability for the service lies with the service providers.
10.3 To the fullest extent permitted by applicable law, THEEB shall not be liable for any indirect, incidental, special, consequential, or punitive damages resulting from your use of the Service.
10.4 THEEB’s AI system is built to high industry standards but may occasionally deliver incorrect or inappropriate responses. Such errors may include, but are not limited to, factual inaccuracies, misinterpretation of user requests, or generation of inappropriate content. To the fullest extent permitted by law, THEEB shall not be held liable for any damages or losses resulting from such AI-generated errors. Users are advised to exercise their own judgment and, when in doubt, to seek clarification from a human agent by as outlined in Section 21.5.
10.5 Force Majeure
THEEB shall not be liable for any failure or delay in performing its obligations due to events beyond its reasonable control, including but not limited to natural disasters, pandemics, civil unrest, or technological failures.
10.6 Maximum Liability
The maximum aggregate liability of THEEB for all claims related to the Service shall not exceed the amount paid by the user for the specific service giving rise to the claim.
11. Indemnification
11.1 You agree to indemnify, defend, and hold THEEB harmless from any claims, losses, liability, demands, or expenses (including attorneys’ fees) made against us by any third party due to or arising out of your use of the Service.
12. Third-Party Links and Services
12.1 The Service may contain links to third-party websites or services that are not owned or controlled by THEEB.
12.2 THEEB has no control over and assumes no responsibility for the content, privacy policies, or practices of any third-party websites or services.
13. Changes to Terms
13.1 We reserve the right to modify or replace these Terms at any time. If a revision is material, we will provide at least 10 days’ notice prior to any new terms taking effect.
14. Termination
14.1 We may terminate or suspend your access to the Service immediately, without prior notice or liability, for any reason whatsoever, including without limitation if you breach the Terms.
14.2 Upon termination, you remain liable for all charges incurred up to the date of termination.
15. Governing Law and Dispute Resolution
15.1 These Terms shall be governed by and construed in accordance with the laws of United Kingdom.
15.2 Dispute Resolution Process
All disputes arising out of or in connection with these Terms shall be resolved in the following order:
a) Direct Resolution
Users must first submit a written complaint to THEEB
Allow fifteen (15) business days for THEEB’s response
Parties shall attempt good-faith negotiation
If the user does not accept THEEB’s response, the user must notify THEEB in writing within seven (7) days, after which the parties will attempt to resolve the matter through a final round of direct negotiation within an additional seven (7) days
b) Court Proceedings
If the dispute remains unresolved after direct resolution attempts, either party may initiate proceedings before the competent courts of United Kingdom
The courts of United Kingdom shall have exclusive jurisdiction over all disputes
15.3 Provisional Remedies
Notwithstanding the above, THEEB may seek immediate injunctive relief or other urgent legal protection from any court of competent jurisdiction in United Kingdom.
16. Privacy Policy
16.1 We collect and process your personal data in accordance with United Kingdom law.
16.2 By using THEEB, you consent to the collection and processing of your personal data as described in our Privacy Policy.
16.3 User data is treated as highly confidential and is securely stored using industry-standard encryption and security measures. We handle all data in compliance with applicable data protection laws and regulations, including but not limited to United Kindom’s Personal Data Privacy Protection Law.
16.4 Users have the right to request data deletion at any time. Upon receiving a verifiable request, THEEB will delete the user’s personal data within 30 calendar days, except where retention is required by law or for legitimate business purposes.
16.5 THEEB’s AI bot is designed with privacy-by-design principles, ensuring personal information is safeguarded at all stages of data processing.
16.6 All customer data is encrypted both in transit and at rest, and protected by stringent security measures, including access controls, regular security audits, and incident response procedures.
16.7 THEEB may use anonymized and aggregated user data for improving its services and for analytical purposes. This data will not contain any personally identifiable information.
16.8 Data Breach Notification
THEEB will notify users of any personal data breaches in accordance with applicable laws and regulations.
17. Severability
17.1 If any provision of these Terms is held to be unenforceable or invalid, such provision will be changed and interpreted to accomplish the objectives of such provision to the greatest extent possible under applicable law, and the remaining provisions will continue in full force and effect.
18 Waiver
18.1 The failure of THEEB to enforce any right or provision of these Terms will not be considered a waiver of those rights. If any provision of these Terms is held to be invalid or unenforceable by a court, the remaining provisions of these Terms will remain in effect.
19. Entire Agreement
19.1 These Terms constitute the entire agreement between you and THEEB regarding our Service and supersede and replace any prior agreements we might have had between us regarding the Service.
20. Contact Information
20.1 For any questions about these Terms, please contact us at concierge@theeb.uk or by phone at +447777734405. Our main Hub address is Water Gardens, Burwood Pl, Tyburnia, London W2 2HN.
21. AI Limitations and Human Support
21.1 THEEB is an AI-driven personal lifestyle assistant offering services including, but not limited to, personal shopping, concierge, delivery, and shipping through third-party providers.
21.2 Users acknowledge and agree that the AI system may occasionally provide incorrect information, misinterpret requests, or generate inappropriate responses. In the event of unsatisfactory AI interactions, users have the option to request human support through the chat interface by explicitly stating their desire to speak with a human agent.
21.3 Notwithstanding the high standards to which THEEB’s AI system is built, users expressly agree that THEEB shall not be held liable for any direct, indirect, incidental, special, consequential, or punitive damages arising from or in any way connected with AI-generated errors, misinterpretations, or inappropriate responses. Users are strongly advised to exercise independent judgment and verification of AI-provided information, particularly for decisions involving significant financial, legal, or personal consequences.
21.4 The availability of human support does not constitute a guarantee of error-free service or override the liability limitations set forth in these Terms and Conditions.
21.5 Escalation Process for Human Support:
a) Users can request human support by typing “speak to a human agent” or “human support needed” at any time
b) During business hours (9 AM – 12 AM London time), human support will respond within 30 minutes
c) Outside business hours, human support will respond within 6 hours
d) For urgent matters requiring immediate assistance, users may call our WhatsApp emergency support line at +447777734405
22. User Rights
22.1 Users have the right to request data deletion at any time, which will be executed within 30 calendar days of receiving a verifiable request, subject to legal and legitimate business retention requirements.
23. Transparency
23.1 THEEB is committed to transparency in its pricing. We provide clear and upfront service charges with no hidden fees.
24. Service Level Expectations
24.1 While THEEB strives to provide timely service, specific delivery times are estimates only.
24.2 Service availability may vary based on location, time, and resource availability.
24.3 Elite services, when offered, will be clearly marked with separate terms.
By using THEEB’s services, you acknowledge that you have read, understood, and agree to be bound by these Terms and Conditions.
