Terms of Service

Concierge Nation is operated by [TO CONFIRM: registered legal name and Lebanese company form (for example SAL or SARL) of the operating company], a company registered in Lebanon under commercial registration number [TO CONFIRM: commercial registration number], with its registered office at Majzoub, Metn District, Municipality Avenue, Antoine Mezher Building, Ground Floor, Lebanon [TO CONFIRM: registered office, if different from this office address] ("Concierge Nation", "we", "us").

These terms are a contract between you and us. You accept them when you sign up on our website — we record which version you accepted and when — and they apply whenever you use the service (for memberships bought through a partner, see Memberships bought through a partner). If you do not agree, do not sign up or use the service. If you sign up on behalf of a company, you confirm that you may accept these terms for it.

If you only visit our website without signing up, the parts of these terms that concern the website still apply to that visit: see Using the service properly, Other websites and services, Intellectual property and Liability. If you do not agree with them, please do not use the website.

Concierge Nation is a yearly roadside first-response membership for a specific car. If your covered car is in a road accident in our service area, call us:

• an on-duty agent answers, confirms your membership and car, takes your location and opens a case;
• the agent sends a first responder to you — more than one if the scene needs it — and may send you updates on WhatsApp, such as the responder’s name, phone number and estimated arrival time; [TO CONFIRM: incident updates reach members who phoned us only once approved WhatsApp templates are in place]
• the responder checks your identity and car against your account, photographs the scene (every vehicle, the damage, the plates and where the cars came to rest), notes the other party’s details (driver, licence, plate and insurer), and deals with the other party calmly so you are not left negotiating at the roadside.

[TO CONFIRM: D1 — final description of what the responder does on scene]

We do our best to reach you quickly, but arrival times depend on traffic, weather, distance and demand, and we do not guarantee a specific arrival time. [TO CONFIRM: D3 — any response-time commitment]

• We are not an insurance company, and your membership is not an insurance policy. We do not pay for damage, repairs, towing, medical costs, or claims by or against anyone. You still need the car insurance Lebanese law requires.
• We are not an emergency medical service. Our responders are not paramedics and do not give medical treatment. [TO CONFIRM: whether responders hold first-aid training]
• We are not the police, and our records do not replace any report that the police, your insurer or its expert require. [TO CONFIRM: whether insurers accept our documentation in place of their own expert's report]
• We do not give legal advice or act as your lawyer. Our responder will never admit fault or accept liability for you, and you should not sign anything at the scene that you do not agree with.

• Where: [TO CONFIRM: D2 — the areas of Lebanon we serve]
• When: [TO CONFIRM: D2 — service hours, for example 24 hours a day, 7 days a week]
• What is covered: road traffic accidents involving your covered car. [TO CONFIRM: D1 — whether breakdowns are covered, and how many call-outs a membership includes]
• Calling us: you can call from any phone. If the number is not on your account, the agent will ask for the plate and check who you are. [TO CONFIRM: whether people other than the member who drive the covered car are covered, and what identity the responder checks for them]
• Not covered, in particular: a car that is not covered on your account (cover belongs to the car and its plate); calls made before your cover starts or after it ends (see When your cover starts); incidents outside our service area; towing, repairs, parts and fuel; and false or misleading reports. [TO CONFIRM: D1 — final exclusions]
• A responder may keep their distance or leave if the scene is unsafe or they are threatened.

• You must be at least 18 years old. [TO CONFIRM: minimum age for memberships bought through a partner — our own sign-up checks 18 and over, but partner enrollments are not age-checked yet]
• You must give accurate and complete details, and keep them up to date. We may refuse or end a membership based on false details or documents.
• Photos of your national ID or passport, your driving licence and the car licence of each car are optional at sign-up, and you can add or replace them at any time from your account. The responder uses them to confirm who you are at the scene, so please add them before you need us. [TO CONFIRM: what the responder checks when no documents are on file]
• You log in with your primary mobile number and a one-time code sent on WhatsApp. Keep that phone and your WhatsApp account secure, keep your numbers up to date, and never share a code. You are responsible for what is done through your account.
• If you can still log in, you can replace your primary number yourself in your account.
• If you lose your number and cannot log in, call us from any phone. Our agent first checks who you are — your name, your plan, your car's plate, and the identity document on your account if you added one — then sends a one-time code on WhatsApp to your new number. Once you read that code to the agent, the new number becomes your primary number. The old number is removed from your account, you are logged out on every device, and your renewal-reminder setting stays as it was. A number that is already the primary number of another account cannot be used. We keep a record of the change and of the checks made.
• If you add someone else’s number to your account, you confirm that they agreed to it.

• A membership covers one car. Each car you register has its own membership.
• A membership lasts 12 months from the moment its cover starts (see When your cover starts). A car you add later gets its own 12 months from its own start date. Its dates are not aligned with your other cars, and its price is not reduced pro rata.
• The price is the one shown at checkout, per car, for 12 months. There is no extra charge per call-out. [TO CONFIRM: no per-incident fees — confirm with D1]
• We may change our prices. A change never affects a membership you have already paid for; it applies to memberships and renewals bought afterwards.
• A membership belongs to the car registered to it and cannot be moved to another car or person. If you sell or replace the car, tell us. [TO CONFIRM: what happens to the remaining term when a member sells or replaces a car]

• Cover does not start the moment you pay. It starts 24 hours after your payment is confirmed; we call this the activation period. It protects members from people who join only after an accident. [TO CONFIRM: activation period — must equal the activation window set in production Admin → Settings; if that setting changes, this section must be updated]
• The exact date and time your cover starts is shown in your account once your payment is confirmed.
• If you call about a car whose cover has not started yet, or has ended, we cannot send a responder for that call. Our agent will tell you when the car's cover starts. In an emergency, call 140 or 112.
• You cannot join during an accident call: you have to sign up and pay online beforehand. [TO CONFIRM: point-of-incident sign-up (TDD §6.4) is not offered at launch]
• If you create an account and register a car but do not complete payment, your account stays open but the car is not covered. Payment is needed to activate cover: you can pay at any time from your account, and the activation period starts when that payment is confirmed.

• We accept payment through Whish. You are taken to Whish's own page and pay from your Whish account. Whish's terms apply to that payment, and we never see your Whish login or PIN. Card payments are not available yet. [TO CONFIRM: whether Whish charges the payer a fee]
• Prices are in US dollars. If we offer payment in Lebanese pounds at checkout, the amount in pounds is calculated at the exchange rate shown there, which we set and may update; the rate shown when you pay is the one that applies. [TO CONFIRM: whether Lebanese pounds are accepted at launch, and how the rate is set]
• A payment counts only once Whish confirms it to us. If a payment fails or is abandoned, the car is not covered until a payment succeeds.

• Memberships do not renew automatically, and we never take a payment without you making it.
• You can renew a car from your account from 30 days before its membership ends, and pay for the next 12 months with Whish. Your end date is always shown in your account.
• We send you reminders on WhatsApp about 30, 15 and 3 days before a membership ends, with a link to your account. They are part of the service; you can turn them off, or back on, at any time (see Calls and WhatsApp).
• If you renew while the car is still covered, the new 12 months start the moment the current ones end, with no activation period. If you renew after cover has ended, the activation period applies again, as for a new membership.
• If you do not renew, cover ends on the end date shown in your account.

• You do not need to cancel to stop paying: if you do not renew, your membership simply ends on its end date.
• To end a membership early or close your account, contact us (see Contact us). Deleting your data also ends your membership (see our Privacy Policy).
• Refunds: [TO CONFIRM: refund policy — open owner decision (HLD §14): whether a membership is refunded in full or in part when cancelled before or after cover starts, how payments made in error are handled, and any cooling-off right under Consumer Protection Law No. 659/2005] When we agree a refund, we pay it back to the Whish account you paid from where Whish allows it, and otherwise by [TO CONFIRM: payout channel for partial or manual refunds]. A full refund ends the membership's cover.
• Memberships bought through a partner: [TO CONFIRM: whether refunds are handled by the partner or by us]
• Nothing in these terms takes away any right to a refund that the law gives you.

• Some e-brokers and insurance brokers offer Concierge Nation at their own checkout. If you buy from one of them, you pay the partner, not us, and the partner’s terms apply to that purchase.
• The partner sends us your details and your car so that we can set up your membership (see our Privacy Policy). Depending on our agreement with the partner, cover starts after the activation period or once the partner has paid us.
• Log in once with the code we send you on WhatsApp, to confirm the number is yours.
• Otherwise these terms apply to you as to any member. [TO CONFIRM: how a member who joins through a partner accepts these terms — they do not sign up on our website, so no acceptance is recorded for them yet] [TO CONFIRM: how partner-sold memberships are renewed — from your account or through the partner; renewal reminders are not sent for them yet]

• To ask for help, call +961 78 842 242. [TO CONFIRM: whether WhatsApp voice calls to this number are answered] We do not take requests by WhatsApp message: messages to our number get an automatic reply asking you to call.
• By giving us your number, you agree that we may send you service messages on WhatsApp: verification codes, confirmation of your sign-up and payment, notices when your cover starts or ends, renewal reminders before a membership ends, and updates about an incident. They are part of the service.
• Renewal reminders are on unless you turn them off. You can turn them off, or back on, at any time: in your account, or by calling us on +961 78 842 242 and asking our agent to do it.
• Occasional news and offers from us are different: under WhatsApp's rules they need your agreement, which you can give when you sign up or later. They stay off unless you agree, and we send them only while you agree. You can change your choice at any time, in your account or on a call, in the same way. Turning them off does not affect your membership or the service messages above. Your choices stay with your account when you replace your primary number. [TO CONFIRM: whether replying STOP to our WhatsApp number should also turn renewal reminders or news and offers off — today it does not, and gets only the automatic reply asking you to call] Blocking our number in WhatsApp also stops service messages, including verification codes and incident updates.
• Your mobile operator’s data charges apply.

• Use the service and our website only for lawful purposes, and never for fraudulent, abusive or harmful activity.
• Call only for genuine incidents, and tell us truthfully what happened and where.
• Do not register a car after an accident to get help for that accident, and do not use someone else’s documents.
• Treat our agents and responders with respect.
• Do not try to break into, disrupt or probe our systems, or interfere with their security or operation.
• Do not copy the website, or scrape or collect data from it, by automated means.

Misuse can lead to suspension or termination of your membership (see Suspension and termination).

Our responders are [TO CONFIRM: employed by / contracted to] Concierge Nation and act for us when they assist you. They cannot make promises, sign documents or accept liability on your behalf. If you choose to use a tow truck, a garage or anyone else at or after the scene, that is an arrangement between you and them, and we are not responsible for their services or charges.

Our website, account area and messages link to websites and services run by others — for example WhatsApp, and Whish's payment page when you pay. We do not control them and are not responsible for their content, availability or practices. Their own terms and privacy policies apply when you use them, and, to the extent the law allows, you use them at your own risk. A link is not an endorsement.

The Concierge Nation name and logo, and the text, graphics and software of our website and account area, belong to us or our licensors. You may not copy, distribute or modify them without our written consent.

We provide the service with reasonable care and skill. To the extent the law allows, we are not liable for: delays or failures caused by events beyond our reasonable control, such as road closures, weather or security conditions; the outcome of any insurance claim, police report or dispute with another party; the acts of third parties, including other drivers, tow operators and garages; or indirect or consequential loss. [TO CONFIRM: any cap on our total liability, for example the price paid for the membership concerned]

We work to keep our website, account area and WhatsApp messages accurate and available, but we do not guarantee that they will always be error-free or uninterrupted. To the extent the law allows, we are not liable for loss caused by: errors or inaccuracies on the website; interruptions of the website, WhatsApp, or the telephone, mobile or internet networks that are outside our control; or someone getting into your account because a code was shared or your phone or WhatsApp account was not kept secure. [TO CONFIRM: counsel — the marketing site's terms also exclude liability for any unauthorised access to your data and for security breaches; whether any such exclusion is allowed, given our duty to keep personal data secure under Law No. 81/2018 and Consumer Protection Law No. 659/2005]

Nothing in these terms limits liability that Lebanese law does not allow us to limit — including for fraud, gross negligence, or death or personal injury caused by our negligence — or your rights as a consumer. [TO CONFIRM: counsel to review this section against the Code of Obligations and Contracts and Consumer Protection Law No. 659/2005]

We may suspend or end your membership, telling you why, if you seriously or repeatedly break these terms (for example by giving false details or documents, making false reports or abusing our staff), or if the law requires it. [TO CONFIRM: whether any refund applies when we end a membership] You can end your membership at any time (see Cancellation and refunds).

We may also block access to our website or your account area straight away, without notice, where that is needed to stop fraud, an attack on our systems or other harmful activity. If it affects your membership, we tell you why as soon as it is safe to do so. [TO CONFIRM: counsel — the grounds and any notice period for suspending or ending a membership or blocking access, under the Code of Obligations and Contracts and Consumer Protection Law No. 659/2005]

We may update these terms; the date at the top of this page shows when they last changed. A change never shortens a membership you have paid for or raises its price. Changes that affect you apply from your next purchase or renewal, and we tell members about material changes before they take effect.

If you keep using our website, or renew, after a change takes effect, the updated terms apply to you. [TO CONFIRM: counsel — whether renewing or continuing to use the service can count as accepting changed terms; today only sign-up records which version a member accepted, and a renewal records none]

These terms are written in English. [TO CONFIRM: if an Arabic version is published (D5), which version prevails]

These terms are governed by the laws of Lebanon. If you have a complaint, contact us first and we will try to resolve it. A dispute we cannot resolve together will go to the competent Lebanese courts of [TO CONFIRM: counsel — which courts: Beirut, or the seat of our registered office, and whether a consumer may also sue in the courts where they live].

Questions about these terms:

See also our Privacy Policy.