Terms of engagement.
These are the terms on which we work together. Straightforward, written the way we speak.
Our role
Auren acts as your agent — arranging travel, reservations, transactions, and services with third parties on your behalf. The eventual contract for those services is between you and the provider (a hotel, restaurant, airline, gallery, and so on). We are careful about whom we work with, but we are not the provider of what we arrange.
Fees
Fees are agreed before any work begins. Members pay a retainer; monthly clients a subscription; on-demand requests a per-request fee. Third-party costs — flights, rooms, tickets, purchases — are additional and quoted openly.
Cancellations and refunds
Our own fee for time already spent is non-refundable. Third-party bookings follow the provider's own policy — we will always tell you what that is before booking, and pursue any refund on your behalf.
Confidentiality
We hold what you share in confidence. We speak of clients only to those inside Auren, or to a partner fulfilling a specific request, and only as far as the request requires.
Liability
We take responsibility for our own work — the care with which we arrange things and communicate with you. We are not responsible for the acts of third parties beyond our reasonable control (a delayed flight, a closed restaurant, a supplier's error), though we will always work to put things right.
Governing law
These terms are governed by the laws of Thailand. Any dispute we cannot resolve between us will be settled in the courts of Bangkok.
Questions
Write to sergei@auren-private.com. We answer as we do everything else — personally, and promptly.