Terms & Conditions

1. Who we are

“Elyor” (“Elyor”, “we”, “us”, “our”) is an independent ultra-luxury travel and dining concierge. Elyor is a brand operated by JPS Group, a company registered in Estonia and operating worldwide. Our full registered company particulars are set out in our Imprint and are available on request at concierge@elyor.co.

You can reach us at any time at concierge@elyor.co. Enquiries receive a personal response within 12 hours, and most bookings are confirmed the same day.

2. Definitions

• “Guest”, “you”: the person who submits an enquiry to, or makes a booking through, Elyor, and any traveller on whose behalf that booking is made.
• “Supplier”: any hotel, restaurant, cruise line, airline or air operator, villa or property owner, ground-transport provider, experience provider, or other third party that actually provides the travel, accommodation, dining, or related service.
• “Booking”: a reservation or arrangement that Elyor coordinates with a Supplier on your behalf.
• “Preferred Partner Benefits”: the amenities and recognition (such as room upgrades on availability, breakfast, property credits, early check-in or late check-out, and VIP status) made available through Elyor’s preferred-partner relationships with hotel programmes.
• “Reservation Fee”: a fee charged by Elyor for arranging certain reservations, charged only on confirmation. Its amount depends on the venue and on whether you have also booked a hotel through Elyor, as described in Section 4.

3. Our role as an intermediary

Elyor acts as an intermediary and booking agent between you and the Suppliers. We arrange, request, and coordinate Bookings on your behalf and apply Preferred Partner Benefits where they are available. Unless we state otherwise in writing, the contract for each travel, accommodation, dining, or related service is concluded directly between you and the relevant Supplier, and is governed by that Supplier’s own terms, rates, and policies.

Elyor does not own, operate, manage, or control any hotel, restaurant, cruise, aircraft, vehicle, villa, or experience, and is not the provider of those services. The Supplier is responsible for delivering the service you have booked. Section 12 explains the limits of our responsibility in more detail.

4. Our fees and how we are paid

Our commercial model is deliberately simple and is set out in full below.

• Hotel bookings: no fee. We charge you nothing for hotel reservations. Elyor is compensated directly by its hotel partners. You receive the same room rate you would booking directly with the hotel (the Best Available Rate, or another publicly available qualifying rate), together with the applicable Preferred Partner Benefits.
• Restaurant reservations. For Guests who also book a hotel through Elyor, restaurant reservations are complimentary at most restaurants; at certain high-demand restaurants a reduced Reservation Fee applies. For standalone dining requests (where no associated hotel booking is made), our standard Reservation Fee applies. Any Reservation Fee is disclosed to you and agreed in advance, and is charged only upon confirmation of the reservation. There is no upfront charge for making an enquiry.
• Full itinerary planning: no planning fee. Multi-destination itineraries covering hotels, restaurants, private transfers, cruises, aviation, and experiences are planned and coordinated end to end without a planning fee.

Amounts payable to Suppliers (for example room charges, deposits, prepayments, restaurant deposits or set-menu prepayments, cruise fares, charter costs, and security deposits) are separate from any Elyor fee and are payable to, and governed by the terms of, the relevant Supplier. Where any fee, deposit, or charge applies, we will tell you about it clearly before you commit.

Authority to proceed and to charge. Where a Reservation Fee applies, once you instruct us to begin securing a reservation that instruction is binding and may not be withdrawn while your request is in progress. You agree to pay the Reservation Fee, in the amount agreed with you in advance, if and when the reservation is successfully confirmed, and you authorise Elyor to collect that fee from the payment card you have provided. Because we begin acting on your behalf immediately, it is not possible to cancel your instruction between the moment the reservation process is started and the moment its outcome (confirmation or non-confirmation) is known. No Reservation Fee is payable if the reservation is not confirmed.

5. Enquiries, bookings, and confirmation

An enquiry to Elyor is a request for us to seek an arrangement on your behalf; it is not itself a confirmed Booking and does not commit you to anything. A Booking is confirmed only when we notify you in writing that the relevant Supplier has accepted and confirmed the reservation. Availability, rates, benefits, and Supplier terms can change until that point and are not guaranteed.

You are responsible for reviewing each confirmation promptly and telling us without delay if any detail is incorrect (names, dates, occupancy, special requests, or other particulars). Some Suppliers treat name changes or corrections as a cancellation and rebooking, which may incur charges.

Elyor is not obliged to accept every enquiry. We may, at our discretion, decline to act on a request, and we may refuse or cancel a Booking where we reasonably suspect fraud or a payment or card-verification problem, where proceeding would breach applicable law or sanctions, or where a Supplier is unable or unwilling to proceed.

6. Hotel bookings

Hotel reservations are made on the rate and board basis confirmed to you and are subject to the hotel’s own terms, including its check-in/check-out times, payment terms, deposit and guarantee requirements, cancellation and no-show policy, house rules, and applicable local taxes and tourism levies.

Preferred Partner Benefits are provided by the hotel under the relevant hotel programme, are subject to availability and the programme’s own conditions, and may be varied or withdrawn by the hotel or hotel brand. Benefits such as room upgrades and early/late check-in or check-out are subject to availability on the day and cannot be guaranteed in advance unless the hotel expressly confirms them. Where a hotel has been informed of preferences, special occasions, dietary requirements, or arrival timing, these are requests communicated on your behalf and are not guaranteed unless confirmed by the hotel.

In most cases Preferred Partner Benefits can also be added to an existing direct reservation, subject to the hotel programme’s eligibility rules and rate conditions.

7. Restaurant reservations

Elyor requests and coordinates reservations at sought-after restaurants on your behalf. The reservation, once confirmed, is subject to the restaurant’s own terms, including any deposit, prepayment, set-menu, minimum-spend, dress-code, cancellation, and no-show policies, and any time limit on the table.

Many high-demand restaurants require a deposit or full prepayment to hold a table and operate strict cancellation and no-show charges set and collected by the restaurant. You are responsible for honouring the reservation and for any such charge if you cancel late or do not attend. Where a Reservation Fee applies (whether a reduced fee alongside a hotel booking or our standard fee for a standalone reservation, see Section 4), it is earned on confirmation of the table and is separate from, and non-refundable independently of, any restaurant deposit if you subsequently choose not to attend. However, if the restaurant cancels the confirmed reservation, or the reservation cannot be honoured due to Elyor’s fault, the Reservation Fee will be refunded to you in full. This refund of the Reservation Fee on cancellation applies to restaurant reservations only.

Collection by Elyor.If the restaurant does not, or cannot, collect a cancellation or no-show charge from you directly and instead levies it on Elyor — for example because the reservation was guaranteed or prepaid through Elyor — you authorise Elyor to collect the corresponding amount from the payment card you have provided, together with a reasonable administration charge covering the payment-processing costs we incur in collecting it. We will tell you the amount and the reason for the charge before or at the time of collection.

The Reservation Fee covers Elyor’s service of arranging and securing the reservation only. It does not include, and is entirely separate from, the cost of food, beverages, wine, service charge, taxes, gratuities, any deposit or minimum-spend requirement, or any other amount payable at the restaurant. All such amounts are set and charged by the restaurant and, save as described above, are paid by you directly to the restaurant in accordance with its terms.

8. Travel arrangements & full itinerary planning

In addition to hotels and restaurants, Elyor coordinates wider travel arrangements, including luxury cruises, private villas and home rentals, private aviation (including jet and helicopter), private transfers, and curated experiences, and can combine these into a full multi-destination itinerary.

For all such arrangements, Elyor acts as an intermediary that books independent Suppliers on your behalf. Each component is provided by, and subject to the terms, conditions, and cancellation policies of, the relevant Supplier (for example the cruise line’s passage contract, the air operator’s charter terms, or the villa owner’s rental agreement). We will make these terms available to you, or tell you where to find them, before you commit.

We do not sell packages. Elyor does not sell travel packages and does not offer travel services at a single, inclusive, or combined price. We do not build a bundled itinerary and charge you one total. Each service is booked separately, is contracted directly between you and the relevant Supplier, and is paid directly to that Supplier. For example, hotel charges are settled directly with the hotel using your own payment card. Elyor coordinates these separate arrangements as your agent; it does not act as a tour operator or package organiser. Nothing in these Terms limits any mandatory right you may have under applicable consumer-protection or travel legislation.

9. Your responsibilities

By using our services you confirm that you are at least 18 years old and have the legal capacity to enter into a binding contract. Where you make an enquiry or Booking on behalf of other travellers, you confirm that you are authorised to act and to accept these Terms for them; you are responsible for ensuring that each member of your party complies with these Terms; and, as the lead contact, you are responsible for all communications with us and for payment of any Reservation Fee due.

You are responsible for ensuring that the information you give us is accurate and complete, and that you and everyone in your party are able to travel and to comply with Supplier requirements. In particular, you are responsible for:

• holding valid passports, visas, permits, and any travel authorisations, and meeting all entry, transit, and health requirements (including vaccinations and testing) for every destination;
• arranging adequate and comprehensive travel insurance appropriate to your journey, including medical, cancellation, and repatriation cover;
• assessing your own fitness to travel and to take part in any experience or activity, and disclosing any requirement or restriction that a Supplier needs to know;
• complying with each Supplier’s terms, house rules, and the laws of the destinations you visit;
• checking and observing the official travel advice and the entry, safety, and health advisories issued by the competent government authorities for each destination, and accepting the risks inherent in travel to the destinations you choose; and
• settling all amounts due to Suppliers on time.

Elyor can advise on these matters as a courtesy but does not assume responsibility for them, and is not liable for any consequence of incomplete or inaccurate information you provide, or of your failure to meet entry, documentation, health, or insurance requirements.

10. Prices, taxes, and payment

Prices and rates are set by the Suppliers and are confirmed at the time of booking. Unless stated otherwise, prices may be quoted in the Supplier’s currency and are subject to local taxes, tourism levies, service charges, and fees that may be payable at or after the time of service. Currency-conversion rates and any charges applied by your bank or card issuer are outside our control.

Payment for Supplier services is generally made to the Supplier in accordance with its terms. For example, hotel charges are settled directly with the hotel using your payment card. Any Elyor Reservation Fee that applies will be invoiced and payable as agreed with you in writing in advance. In the specific case described in Section 7, where a restaurant’s cancellation or no-show charge is levied on Elyor rather than collected from you directly, you authorise Elyor to collect that amount, plus the administration charge described there, from your stored payment card.

Where you provide payment-card details so that we can arrange and manage your bookings, we store them securely and retain them only for as long as you remain a client of Elyor. We handle this information in accordance with applicable data-protection law and our Privacy Policy. You may ask us to erase your details at any time by exercising your right to be forgotten, other than any information we are required to retain to meet a legal obligation (such as records needed for accounting or tax purposes).

Where value-added tax or other taxes apply to a Reservation Fee, this is reflected in the amount we agree with you before you instruct us to proceed.

Obvious errors. If a price, fee, benefit, or description is affected by an obvious or manifest error, we are not bound by it. Where this happens we will tell you as soon as we can, and you may choose to proceed at the correct price or terms or to cancel the affected Booking without charge by Elyor.

Payment disputes. If you believe an amount has been charged in error, please contact us first so we can resolve it quickly. You agree not to initiate a card chargeback or payment dispute in respect of a Reservation Fee, or an amount collected under Section 7, that is properly due under these Terms without first giving us a reasonable opportunity to address your concern.

11. Changes and cancellations

Changes or cancellations by you.Requests to change or cancel a Booking are subject to the relevant Supplier’s terms, which may include deposits forfeited, cancellation charges up to the full price, and non-refundable rates. We will pass on your request promptly and assist where we can, but we cannot waive a Supplier’s charges.

Changes or cancellations by a Supplier.A Supplier may change or cancel a service (for example due to availability, overbooking, operational reasons, or force majeure). Where this happens, your rights and any refund are governed by that Supplier’s terms and applicable law. We will help you seek a suitable alternative or pursue a refund from the Supplier, but we are not responsible for the Supplier’s decision or for amounts held by the Supplier.

Refunds.Where a refund is due, it is made by the party that received the payment and on the timescale set by that party’s terms and applicable law.

12. Our liability

Elyor is responsible for arranging and coordinating your Bookings with reasonable skill and care in its role as intermediary. We are not responsible for the acts, omissions, performance, quality, safety, or failure of any Supplier or other third party, nor for any loss, injury, delay, or damage that arises from a Supplier’s service or from circumstances beyond our reasonable control.

In particular, and to the extent permitted by law, Elyor is not responsible for:

• the acts, omissions, default, negligence, or insolvency of any Supplier or third party, or their failure to provide a booked service;
• any change to, delay to, overbooking of, or cancellation of a service by a Supplier;
• the availability, grant, or withdrawal of Preferred Partner Benefits, upgrades, or amenities, which are at the Supplier’s discretion and subject to availability;
• the standard, quality, safety, cleanliness, or suitability of any accommodation, meal, vessel, aircraft, vehicle, villa, or experience;
• personal injury, illness, or death arising from a Supplier’s service, except to the extent caused by Elyor’s own negligence;
• loss of, damage to, or theft of money, baggage, or personal belongings;
• delays, missed connections, denied boarding, or refusal of entry, and any visa, passport, immigration, or health requirement that is not met;
• restaurant closure, refusal of admission (for example for dress code or lateness), table time limits, or changes to a menu or its prices;
• pricing, billing, or description errors made by a Supplier, and any currency-conversion or card-issuer charge;
• any consequence of inaccurate or incomplete information you provide, or of your failure to arrange adequate travel insurance; and
• events beyond our reasonable control, as described in Section 13.

To the fullest extent permitted by law, and except for the liabilities described in the next paragraph, Elyor is not liable for indirect or consequential loss, loss of enjoyment, or loss arising from a Supplier’s default; and our total liability to you for any matter connected with a Booking is limited to the amount of the fees (if any) we actually received from you for that Booking.

Nothing in these Terms limits or excludes any liability that cannot be limited or excluded under applicable law, including liability for death or personal injury caused by our negligence, for fraud or fraudulent misrepresentation, or any mandatory rights you have as a consumer or under applicable travel legislation.

13. Events beyond our control

Elyor is not liable for any failure or delay in performing its obligations that results from events beyond its reasonable control, including but not limited to acts of God, severe weather, natural disasters, fire, epidemic or pandemic, war, terrorism, civil unrest, strikes or labour disputes, government action, border or airspace closures, and failures of transport or infrastructure.

14. Bookings are final: no cooling-off period

All confirmed bookings are final. Elyor’s services concern the arrangement of accommodation, dining, transport, cruises, villas, experiences, and related travel, all provided on specific dates or for specific periods. Under EU and Estonian consumer law, contracts for accommodation, transport, car rental, catering, and leisure services tied to a specific date or period are excluded from the statutory 14-day right of withdrawal. Accordingly, no cooling-off period or right of withdrawal applies to your bookings, which are governed solely by the relevant Supplier’s cancellation policy.

Where Elyor charges a Reservation Fee for arranging a booking, by asking us to proceed you expressly request that we begin performance immediately. The Reservation Fee is earned once the reservation is secured and is final, save for the refund expressly provided in Section 7 where a restaurant cancels a confirmed reservation.

Nothing in this Section affects any mandatory right that cannot be excluded under the law applicable to you as a consumer.

15. Complaints and dispute resolution

We want every journey to be flawless. If something is not right, please tell the relevant Supplier at the time so it can be put right where possible, and contact us at concierge@elyor.co as soon as you can so we can assist. We aim to acknowledge complaints promptly and resolve them fairly. To help us investigate effectively, please raise any complaint with us in writing as soon as possible and, in any event, within 30 days of the relevant service or event.

If you are a consumer and we are unable to resolve a dispute directly, you may be entitled to refer the matter to the Consumer Disputes Committee of the Estonian Consumer Protection and Technical Regulatory Authority (Tarbijavaidluste komisjon). This does not affect your right to bring proceedings before the competent courts.

16. Privacy and discretion

We treat your information with complete discretion and use it solely to arrange and deliver your travel and dining. How we handle your personal data is described in our Privacy Policy. To fulfil a Booking, the information necessary to provide the service (such as guest names, dates, and preferences) is shared with the relevant Suppliers only.

17. Intellectual property

The Elyor name, logo, website, text, images, and other content are protected by intellectual-property rights and belong to Elyor or its licensors. You may not copy, reproduce, republish, or use them for commercial purposes without our prior written consent. Hotel, restaurant, and Supplier names and marks referenced on our website belong to their respective owners and are used for identification only; their appearance does not imply any endorsement beyond the partner relationships we describe.

18. General

These Terms, together with any booking confirmation and the applicable Supplier terms, form the entire agreement between you and Elyor regarding our services and supersede any prior understanding. If any provision is found to be invalid or unenforceable, the remaining provisions continue in full force. Our failure to enforce a provision is not a waiver of it. You may not transfer your rights or obligations under these Terms without our consent; we may transfer ours to an affiliate or successor without affecting your rights.

19. Changes to these Terms

We may update these Terms from time to time to reflect changes in our services or in the law. The version in force is the one published on this page, identified by the “Last updated” date above. The Terms that apply to a Booking are those in force when the Booking is confirmed.

20. Governing law and jurisdiction

These Terms and any non-contractual obligations arising out of or in connection with them are governed by the laws of the Republic of Estonia, without prejudice to any mandatory consumer-protection rules of the country in which you are habitually resident. The courts of Estonia have jurisdiction, save that, if you are a consumer, you may also bring proceedings in the courts of your country of residence where applicable law so provides.

21. Indemnity

To the fullest extent permitted by law, you agree to indemnify Elyor against any loss, cost, claim, or liability (including reasonable legal costs) that we reasonably incur as a result of your breach of these Terms, your misuse of our services, the provision of inaccurate or incomplete information, or any act or omission by you or a member of your party that causes loss to a Supplier or other third party. This does not apply to the extent the loss is caused by Elyor’s own negligence or breach.

22. Website content and third-party links

The descriptions, images, and information on our website are provided for general guidance, are illustrative, and may change without notice; the benefits, availability, rates, and Supplier details that apply to you are those confirmed to you at the time of booking. Our website may link to third-party websites we do not control. We are not responsible for their content, products, or privacy practices, and any use of them is at your own risk.

23. Notices and language

Notices under these Terms may be given by email: to you at the address you provide to us, and to us at concierge@elyor.co. These Terms are written in English, and the English version prevails over any translation. A person who is not a party to these Terms has no right to enforce them.

24. Contact

For any question about these Terms or your Booking, please contact us at concierge@elyor.co.