Terms & Conditions

Welcome to the Closet Valet

1. Introduction

   These terms and conditions outline the rules and regulations for the use of The Closet Valet’s website (www.theclosetvalet.com) and/or any mobile phone application or software used in connection with The Closet Valet’s services (together, the “Site”).

   When you register with the Site, you are contracting with The Closet Valet Concierge Services LLC, a company registered in Dubai, United Arab Emirates, and you agree to be bound by the terms and conditions set out below (the “Agreement”).

   You must be at least 18 years old to register with the Site and to use our services. We advise you to read and understand our terms and conditions carefully before using our services as, by using any services via the Site, you accept and agree all the terms and conditions in this Agreement. All exchanges hereunder, verbal and written, will be undertaken in English language only.

2. Definitions

   In this Agreement:

   • “we”, “us”, “our”, or “TCV” refers to The Closet Valet, the owner and operator of the Site
   • “You”, “User” or “Client” means any person who accesses the Site or uses the Services

3. Services

   1. In order to subscribe to our Services, you must register for and maintain an active personal user Services account (“Account”).
   2. TCV (or its third-party vendors) provides wardrobe management services including storage, digitization, transportation (“Services”) for clothing, footwear, handbags and accessories including (without limitation) apparel, footwear, handbags, accessories, suitcases, garment bags, and storage and travel boxes (“Goods”).
   3. Additional services may be provided upon request by you and TCV reserves the right to agree to accept or reject the provision of such additional services.
   4. Each piece of apparel or item will constitute an individual item of Goods (and our determination of whether any presented item qualifies as more than one item shall be final).
   5. The Services also include handling, climate-controlled storage, picking and packing, local collection and delivery, photography, Site usage, and inspection. We currently provide storage-related Services only in Dubai.
   6. The Services are provided to a single address, in Dubai, for each User. Any services provided to multiple addresses will incur additional charges at TCV’s discretion. TCV reserves the right to restrict the number of addresses for any single User. Further details of the Services are set out on the ‘About Us’ page on the Site. All services provided by TCV are based on fair usage.

4. User Account

   1. Account registration requires you to submit to TCV certain personal information, such as your name, email, address, and mobile phone number, as well as at least one valid payment method (e.g., credit card). You agree to maintain accurate, complete, and up-to-date information in your Account.
   2. Your failure to maintain accurate, complete, and up-to-date Account information, including having an invalid or expired payment method on file, may result in your inability to access and use the Services or TCV’s termination of this Agreement with you and your subscription. You are responsible for all activity that occurs under your Account, and you agree to maintain the security and secrecy of your Account username and password at all times. Unless otherwise permitted by The Closet Valet in writing, you may only possess one Account.
   3. TCV reserves the right to suspend your Account if we have reason to believe you are violating the terms of this Agreement.

5. Collection and Delivery Policy

   1. Appointment Hours for delivery and collection are Monday to Friday, 10:00 AM to 5:00 PM. Deliveries can be arranged on Saturdays from 10:00 AM to 5:00 PM. Bookings must be made by 11:59 PM for next-day appointments.
   2. Special requests may be accommodated at TCV’s discretion upon your request in writing.

6. Cancellation or Rescheduling Policy

   1. Appointments can be canceled or rescheduled before the scheduled time without penalty. If a cancellation is made less than 6 hours in advance, TCV reserves the right to charge a cancellation fee of [1 transfer credit].

7. Prices and Payment

   1. Prices of Services are as set out on the relevant pages of the Site and are subject to change at any time by posting new prices on the Site and include local taxes, unless otherwise stated.
   2. Without limiting any other remedies or rights hereunder, we reserve the right to cancel or suspend our performance of the Services at any time until all outstanding sums are fully paid.

8. Subscriptions and Billing

   1. Upgrades can be performed online through your account dashboard and will be effective immediately. The pricing will be adjusted based on a prorated rate for the remaining billing period. The upgrade will also initiate a new billing period starting from the date of the upgrade.
   2. Requests to downgrade subscriptions must be made in writing via email and will take effect from the next billing cycle. If the request is made less than 2 working days before the end of the billing cycle, TCV reserves the right to effect the downgrade from the following billing cycle.
   3. Additional fees may apply for high-value or fragile items requiring special care, as determined by TCV
   4. Additional charges apply if you exceed the number of Goods for each subscription package. Charges may vary depending on the subscription.
   5. Users can access our Services via a subscription based programme. Subscriptions are available for 1, 6 or 12 months. One month subscriptions require an upfront payment for the first month and will automatically renew unless notice of termination is provided in writing by you or if TCV terminate this Agreement. 6-month and 12-month plans are charged upfront and will automatically renew unless notice of termination is provided in writing by you or if TCV terminate this Agreement. Each subscription contains transfer credits which can be used towards collection or delivery of Goods.
   6. Transfer Credits granted as part of your subscription will continue to roll over indefinitely, provided your subscription remains active.
   7. Transfer Credits purchased separately are non-refundable but remain valid as long as the subscription is active. (See section “9. Refunds” of this Agreement.)
   8. Failure to make payments within 10 days of the due date will result in restricted access to services and may incur late fees. Persistent non-payment exceeding 30 days may result in the suspension of services and the application of lien rights on stored goods as outlined in Section 19.

9. Refunds

   Refunds for The Closet Valet services are subject to the following terms:

   1. Subscription Fees: Subscription fees for Essentials, Luxe, and Keepsake packages are non-refundable once the billing cycle begins, including upfront payments for 6-month and 12-month plans. If an upgrade is made during a subscription period, any payments already made toward the previous subscription will be prorated and credited toward the upgraded subscription. No refunds will be issued for downgrades or early termination.
   2. Transfer Credits: Transfer credits purchased separately (e.g., sets of 5 or 10 credits) are non-refundable but remain valid as long as the subscription is active. If the subscription is terminated, unused credits will be forfeited.
   3. Special Services: Payments made for special handling or additional services, such as care for high-value or fragile items, are non-refundable once the service has been initiated.
   4. Exceptional Circumstances: Refunds may be considered in exceptional cases, such as service errors directly attributable to TCV. Such refunds are at TCV’s sole discretion.

10. Your Obligations

    As a client of The Closet Valet, you agree and warrant the following:

    1. Passwords: You agree: to keep your Site password secure and confidential and to not allow anyone else (save for authorized third parties) to use your email address or password to access the Site; to not do anything which would assist anyone who is not a registered User to gain access to any secured area of the Site.
    2. Multiple accounts: to not create additional registration accounts for the purpose of abusing the functionality of the Site, or other users, or to seek to pass yourself off as another User. If you think someone else has obtained your account details, please let us know immediately and we will close your account as quickly as possible. You are responsible to TCV and to others for all activity that occurs under your registration account. Additionally, we strongly recommend that you change your password periodically to enhance the security of your account.
    3. Accurate Information: You agree to provide TCV with complete and accurate information, including but not limited to collection and delivery locations (e.g., access instructions) and details of authorized persons. You are responsible for promptly notifying TCV in writing of any changes to your information, such as billing details, contact details, or delivery preferences.
    4. Ownership of Items: You are the owner of the items you provide to us and have the authority to store and manage them. You agree to indemnify TCV against any claims arising from disputes of ownership.
    5. Authenticity of Items: You warrant that all items provided to The Closet Valet are authentic and comply with applicable laws. Fake, counterfeit, or illegal items are strictly prohibited and may result in legal action against you, including reporting to the relevant authorities.
    6. Special Handling and Notifications: You will notify us in writing of any items that are of particularly high financial or sentimental value and/or require specialist storage, transportation, or handling prior to collection. You must inform us in writing of any faults or damage to items before collection.
    7. Preparation of Items: You will ensure that all pockets, compartments, or other storage areas in the items are empty prior to collection. TCV is not responsible for any belongings left inside garments or accessories. You are responsible for ensuring that the Goods do not contain jewelry, precious stones, currency, bank notes, precious metals or alloys, evidence of debt (accounts, bonds or deeds), securities, hazardous cargoes (explosives, gases, flammable liquids and solids, toxic and infectious substances, oxidizing agents and organic peroxides, radioactive substances, corrosive substances), perishable, stolen or illegal substances, or any animal or other living creature.
    8. All items should be professionally cleaned prior to storage. Items not cleaned to a satisfactory standard (determined by us) may be cleaned by TCV using reputable third-party specialists and TCV reserves the right to invoice you for cleaning charges OR bill you for such charges using your preferred payment method.
    9. Cooperation During Service: You agree to comply with TCV’s reasonable directions and provide reasonable cooperation during the provision of services. This includes, but is not limited to:
       1. Allowing sufficient space and time for TCV representatives to perform services such as packing, inspecting, and photographing items.
       2. Providing access to the premises, electricity, internet, or any other facilities reasonably required for TCV to perform the services.
       3. If you are not personally present at the time of collection, you are responsible for ensuring that an authorized and suitable person is present at the collection/delivery location at the collection/delivery time and that such person is authorized to sign for the collection/delivery. Failure to do so may prohibit or delay handover and result in re-delivery/collection at an additional charge. Please note that, in some instances, TCV may, upon your instructions, collect from or deliver to custodians or office/commercial locations. TCV reserves the right to refuse services where delivery or collection is to or from a third party and/or where access is particularly difficult or inconvenient.
       4. You must ensure that when the Goods are presented for collection, they will be ready for TCV’s staff to securely and properly pack (whether folded or hung) and in such condition as not to cause damage to the Goods or any person handling the Goods or to any other property, whether by spreading damp, mold, infestation, leakage or the escape of fumes or substances or otherwise howsoever.
    10. Insurance and Permits: You are responsible for arranging adequate insurance coverage for your items against risks, as TCV’s liability is limited (see Sections 15 and Section 16).You are responsible for any costs associated with obtaining documents, permits, or permissions required for the collection or transportation of your items.
    11. Delivery and Collection: You will provide accurate delivery and collection details and notify us in writing of any persons authorized to receive the items on your behalf. If you or an authorized person is unavailable to accept delivery, TCV reserves the right to return the items to storage at your expense. Any further action taken to redeliver items will incur additional charges.
    12. Ownership of Goods: You warrant the Goods you provide to TCV for storage and/or handling is your own property. You hereby indemnify TCV against any loss or damage suffered by TCV for breach of this warranty including against any loss, damage or expenses (including any legal fees incurred) arising from any step or action taken by any person who owns or has an interest in the Goods.
    13. Social Media Conduct: You agree not to publish, post, or share any content on social media platforms or public forums that could be considered defamatory, harmful, or damaging to TCV’s reputation, services, or employees. TCV reserves the right to take legal action for any false or defamatory statements made against the company.
    14. Hacking: You agree and undertake not to attempt to damage, deny service to, hack, crack, reverse-engineer, or otherwise interfere (collectively, “Interfere”) with the Site in any manner. If you in any way Interfere with the Site, you agree to pay all damages incurred by TCV. TCV will cooperate with the authorities in prosecuting any User who Interferes with the Site or otherwise attempts to defraud TCV or any other parties through your use of the Site or services provided via the Site. TCV reserves the right to deny any or all access or service to any User for any reason, at any time, at our sole discretion. You agree that we may block your IP address or addresses at any time, and at our sole discretion to disallow your continued use of the Site. We reserve the right to take any action we may deem appropriate in our sole discretion with respect to violations or enforcement of the terms of this Agreement, and we expressly reserve all rights and remedies available to us at law or in equity.

11. Customer Default

    If TCV’s performance of services is prevented or delayed due to your actions, omissions, or failure to fulfill obligations (“Customer Default”), TCV reserves the right to:

    1. Suspend the Service until the Customer Default is remedied.
    2. Rely on the Customer Default to relieve TCV of performance obligations.
    3. Charge for additional costs incurred due to the Customer Default.
    4. Not be held liable for any costs or losses the client sustains as a result of the delay or suspension.

12. Preparing Goods for Storage

    1. TCV uses temperature-controlled storage facilities to maintain optimal conditions for the preservation of your Goods. By using our services, you agree that TCV will store your items in an environment regulated to minimize risks such as mold, mildew, and temperature-related damage.
    2. TCV reserves the right to determine if any particular item of Goods is fit and suitable for storage. While we will use reasonable endeavors to make this determination at the time of collection, in some circumstances we may not be able to make a full determination until the item has reached the storage facility (and TCV reserves the right to return one or more items of Goods at any time). A delivery charge may be incurred (or transfer credit utilised).

13. Valuable and/or Fragile Items

    TCV reserves the right, at our sole discretion, to refuse to provide the Services where rare and/or highly-valuable and/or fragile Goods or any other items deemed unsuitable are involved, or for any other reason. You agree to notify TCV before (or at the time of collection) of any items that are of particularly high or sentimental value and/or that require special storage, transportation, or handling requirements.

14. Reporting Damage to Goods

    When Goods are returned, you agree to examine the Goods carefully and to tell us about any loss or damage to the Goods as soon as is reasonably possible and no later than twelve (12) hours of delivery. All notifications must be made in writing and include photographic evidence. TCV shall not assume liability for any reported damage unless and until we have been provided access to inspect the Goods, have taken photographic evidence and/or had reasonable time to seek expert advice.

15. Liability

    TCV provides reasonable care in the handling, transportation, and storage of items. However, TCV’s liability for any loss or damage is limited. For any loss or damage to a single item, you agree that the liability of TCV to you hereunder shall be limited to the lesser of: (1) the amount you have actually paid to TCV for its Services; and (2) AED 2000 per item or AED 2000 per box of goods lost or damaged (to an aggregate total of AED 10,000 per incident). TCV is not liable for wear, tear, deterioration, or damage caused by inherent defects in the items. Additionally, loss or damage caused by events beyond reasonable control, including acts of war, terrorism, natural disasters, or infectious diseases such as pandemics, are excluded from liability.

    TCV also assumes no liability for depreciation in value of items whilst in storage. Except as set out herein, TCV shall not be liable for any indirect or consequential loss of any kind in contract, tort or otherwise arising out of your use of this Site or in relation to the Goods and/or Services that we provide. Nothing herein is intended to limit or exclude liability for death or personal injury caused by the negligence of TCV.

16. Insurance

    The Closet Valet maintains comprehensive insurance coverage to protect stored items and operational risks. Items stored with TCV are insured against fire, water damage, and theft while within TCV’s storage facility. The maximum coverage for stored items collectively is AED 500,000, with individual items subject to the liability limits outlined in Section 15. During collection and delivery, items are insured against accidental loss or damage, subject to these same liability limits.

    TCV also insures operational risks for accidental damage, including fire and water incidents, within its facilities. However, insurance coverage does not extend to wear and tear, gradual deterioration, inherent defects, vermin or pest damage, or damage caused by large-scale disasters such as nuclear events or war.

    Clients are encouraged to arrange additional insurance for high-value or sentimental items that exceed TCV’s liability limits. Assistance with arranging additional insurance can be provided upon request. In the event, that such insurance is not in place, Clients are encouraged to request tailored insurance for high-value or sentimental items that exceed TCV’s liability coverage. This additional protection is subject to separate agreements and terms.

17. Third Party Services

    At times, we may contract with a third party to support our Services or to provide services directly to you. TCV will always endeavor to recommend high quality service providers, and although TCV undertakes to manage the engagement of third party service providers, the decision to use any such services will be undertaken by you at your own risk.

    TCV assumes no liability for any damages to, or loss of, any client items resulting from any action or failure to act by any third parties, vendors or service providers.

    In such instances, your use of the third party’s services will be subject to their applicable terms of service. To the extent that there is a conflict between these Terms and the terms of use for any of our third-party contracted entities, the third-party terms will apply. We reserve the right to change third-party providers in our sole discretion.

18. Indemnity

    You agree to indemnify TCV for any loss or damage that may be incurred by TCV including without limitation legal fees, arising from any breach by you of any warranty or other term herein or your misuse of any material or information obtained through the Site. You further undertake to indemnify TCV for all loss or damage incurred by TCV in relation to any third-party claim against TCV for, including but not limited to, Services for Goods not owned by you, and infringement of intellectual property rights arising in relation to your provision of materials to the Site.

19. Abandoned Goods

    Any Goods left unclaimed and unpaid for more than six months without appropriate payment shall be disposed of without liability to TCV. After three months, the goods will be removed from the TCV storage with 24/7 climate and humidity control to other storage facilities that may not be adequate for long term storage of such Goods. While TCV will use reasonable endeavors to contact you before any such disposal, we cannot guarantee that we will be able to do so in every case.

20. Late payment

    If you do not pay any fees or other sums owed hereunder within ten days after the applicable due date, you must immediately on demand pay an administrative charge for late payment of the greater of 10% of the outstanding sum or AED 250. If your failure to pay continues for fifteen further days or more, an additional AED 250 will be charged per 15 day delay. TCV shall exercise a lien over your Goods for such debt until payment in full has been received. In the event that such debt is not paid ninety days after the due date (or you fail to properly arrange for delivery or collection of the Goods after notice), TCV may sell the Goods (and pass all ownership) and use the proceeds of sale to pay first the outstanding debt and any reasonable fees incurred for the sale of Goods, and secondly to hold any balance for the Client (on which interest will not accrue). If the proceeds of any such sale are insufficient to cover all or any part of such debt, the client shall remain liable for the balance (on which interest shall continue to accrue). TCV will give you notice of our intention to commence any such sale, and subsequently we sell the Goods by any method(s) reasonably available to achieve a selling price reasonably obtainable in the open market, taking into account the costs of sale. If the Goods cannot reasonably and economically be sold (for any reason whatsoever) or they remain unsold for any reason, you authorize us to treat the Goods as abandoned by you.

21. Site Content

    This Site is intended only for the purposes specified on the Site, and your use of the Site and/or all content contained within the Site (“Content”) is entirely at your own risk. Please note, whilst we endeavor to provide accurate and up-to-date information, the Content may not be wholly accurate or up-to-date, complete or free of defects, and is subject to change, often at short notice. All Content is provided without any representations or warranties of any kind (implied or express) to the fullest extent permitted by applicable law and we will not be liable for any inconvenience, loss of revenue or any damages which result from the direct or indirect use of any information provided on the Site. If you find that some particular item of information is incorrect or has not been provided, please do not hesitate to contact us and we will try to rectify or provide the information as soon as reasonably possible. TCV (unless otherwise stated herein) owns or controls all relevant intellectual property rights in the Site and the Content. You may not publish, distribute, extract, re-utilize, or reproduce any part of the Site or Content in any form (including storing it in any medium) other than as expressly allowed herein or as permitted on the Site or under Dubai or local law. The Site and the Content are for your personal, non-commercial use only, and you may not use the Site or the Content for any commercial or competitive activity and you may not offer for re-sale any accommodation appearing on the Site.

22. Termination

    Either party may terminate this Agreement with 30 days’ notice. (See 5. Collection and Delivery Policy for delivery charges at cancellation.) Please contact us at info@theclosetvalet.com to give us notice of termination.

    TCV may at any time terminate this legal Agreement if, in our sole discretion, we believe that a Client may have breached (or acted in a manner indicating that you do not intend to or are unable to comply with) any term herein, or if TCV is legally required to do so by law, or if continuation is likely to be no longer commercially viable or desirable. In the event of any termination by either party, all outstanding sums will become immediately payable and, following settlement of all outstanding fees we will ensure all Goods in our possession are returned to the relevant location.

    Monthly Plans: To terminate the service, you must inform us in writing (via email). We will endeavor to end the service as soon as possible, but no later than 30 days from receipt of the notice.

    Upfront Plans: To terminate the service, you must provide at least 30 days’ written notice (via email), and we will endeavor to end the service as soon as possible, but no later than 30 days from receipt of the notice. (See Section 24. Termination of this Agreement.)

23. Trademarks

    The brands, products and service names used or appearing within the Site are the trademarks or trade names of TCV or its trading partners unless otherwise stated. You may not distribute products or offer services under or by reference to or otherwise use or reproduce any such trademarks, trade names or taglines without the prior written permission of TCV.

24. Entire Agreement

    This Agreement constitutes the entire agreement between the parties on the subject matter hereof. There are no understandings, agreements, or representations, oral or written, not specified herein regarding this Agreement

25. Force Majeure

    TCV will not be liable or responsible for any failure to perform, or delay in performance of, any of our obligations under the Agreement that is caused by events outside our reasonable control.

26. Severance

    If any part, term, or provision of this Agreement shall be held by a court of competent jurisdiction to be illegal, unenforceable, or in conflict with any relevant law, the remaining portions or provisions shall still remain valid and continue in full force and effect.

27. No Waiver

    No waiver, express or implied, by either party of any term or condition or of any breach by the other of any of the provisions of this Agreement shall operate as a waiver of any breach of the same or any other provision of this Agreement.

28. Variation

    This Agreement may be varied from time to time by our posting new terms on the Site, and any such amendment will be applicable to all Users from the date and time such revised terms have been posted on the Site. Your continued use of the Site or services constitutes your agreement with and acceptance of any such amendment or other changes.

29. Notices

    Unless otherwise specifically indicated, all notices given by you to us must be given to us at info@theclosetvalet.com. We may give notice to you at the e-mail address you provide to us when you register, or in any of the ways specified in these Terms. Notice will be deemed received and properly served immediately when an e-mail or other electronic communication is sent. In proving the service of any notice via email, it will be sufficient to prove that such email was sent to the specified e-mail address of the addressee.

30. Dispute Resolution

    We want to address your concerns without needing a formal legal case. Before filing a claim against us, you agree to try to resolve the dispute informally by contacting us via email to info@theclosetvalet.com. We will endeavor to resolve the dispute informally by contacting you through email.

31. Governing Law and Jurisdiction

    This Agreement shall be governed by and will be construed in accordance with the laws of Dubai. Any disputes arising under or in connection with this Agreement shall be subject to the exclusive jurisdiction of the Courts of Dubai.