Terms & Conditions

    Last updated: March 2026

    1. About Sulu

    Sulu operates as an independent advisor and information service. We provide consulting, research, and coordination services to help our clients find and evaluate options for their requests. We act as an intermediary - connecting clients with third-party service providers, operators, and suppliers.

    2. Nature of Our Services

    Our services include, but are not limited to:

    • - Researching and comparing options on behalf of the client
    • - Providing information and recommendations
    • - Helping prepare documents and applications
    • - Connecting clients with service providers
    • - Coordinating logistics and communications

    3. What Clients Pay For

    Clients pay for our time, research, and expertise in finding and presenting options. Our fees cover the consulting and information service we provide - not the outcome of any third-party service, application, or booking. Fees are charged on a per-request or per-task basis and are communicated upfront before work begins.

    4. Limitation of Responsibility

    Sulu is not responsible for:

    • - The outcome of visa applications, bookings, or any third-party services
    • - Decisions made by embassies, consulates, or government bodies
    • - The quality, safety, or performance of third-party service providers
    • - Changes in availability, pricing, or conditions after our research is delivered
    • - Any loss, damage, or inconvenience resulting from the use of third-party services we recommend

    The responsibility for final decisions - including whether to proceed with a booking, submit an application, or engage a service provider - rests entirely with the client.

    5. Third-Party Services

    When we connect clients with third-party providers (yacht operators, aircraft companies, visa services, etc.), any contract or agreement is between the client and the service provider directly. Sulu is not a party to these contracts and bears no liability for the performance or non-performance of third-party services.

    6. No Guarantees

    While we strive to provide accurate, helpful, and timely information, we do not guarantee specific outcomes. We cannot guarantee visa approvals, booking availability, pricing accuracy, or the success of any request. Our role is to provide the best possible information and support to help clients make informed decisions.

    7. Payment

    Service fees are communicated before work begins. Payment is due upon completion of the research or service, unless otherwise agreed. Fees for our service are non-refundable once the work has been delivered, regardless of the outcome of any third-party process.

    8. Privacy

    We treat all client information as confidential. Personal data shared with us is used solely for the purpose of fulfilling requests and is not shared with third parties without the client's consent, except where necessary to deliver the requested service.

    9. AI and Data Processing

    We may use artificial intelligence tools, including large language models, to assist with researching options, comparing providers, and preparing recommendations for your requests. Your request details may be processed by these AI systems. We do not share your personal identity with AI providers — only the details necessary to research your request. For full details on how we handle your data, please see our Privacy Policy.

    10. Governing Law

    These terms are governed by and construed in accordance with the laws of England and Wales. Any disputes arising from or in connection with these terms shall be subject to the exclusive jurisdiction of the courts of England and Wales.

    11. Dispute Resolution

    In the event of any dispute, we encourage you to contact us first at concierge@sulu.agency so we can attempt to resolve the matter informally. If a resolution cannot be reached, disputes shall be subject to the jurisdiction specified above.

    12. Eligibility

    Our services are available to individuals aged 18 and over. By using our services, you confirm that you are at least 18 years of age.

    13. Cancellation and Refunds

    If you wish to cancel a request before we have begun work, you may do so at no charge. Once work has commenced, our service fee is non-refundable as it covers the time and expertise already invested. If we are unable to fulfil a request, we will discuss options with you, which may include a partial refund or credit towards a future request, at our discretion.

    14. Intellectual Property

    All research, analysis, and recommendations we provide remain our intellectual property until the service fee is paid in full. Once paid, the deliverable is yours to use for the purpose it was commissioned. You may not resell, redistribute, or commercially repurpose our research without written consent.

    15. Force Majeure

    We shall not be liable for any failure or delay in performing our obligations where such failure or delay results from circumstances beyond our reasonable control, including but not limited to natural disasters, pandemics, government actions, sanctions, war, strikes, or failure of third-party services.

    16. Communication Consent

    By contacting us via WhatsApp, Telegram, or email, you consent to receiving communications through these channels in connection with your requests. You may opt out of non-essential communications at any time by notifying us.

    17. Contact

    For any questions about these terms, please contact us at concierge@sulu.agency.

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