Terms of service

Last Updated: 29/07/2026

Welcome to The Refined Luxury Trading LLC ("TRL", "we", "our", or "us"). By purchasing products, booking services, subscribing to a membership, enrolling an item in Royale, using our website or client portal, or engaging with our team through any platform, you agree to the following Terms & Conditions.

These Terms govern all purchases, restoration and care services, sourcing and concierge services, membership subscriptions, the Royale programme, website and portal usage, and transactions conducted with The Refined Luxury Trading LLC.

1. Company Information

The Refined Luxury Trading LLC

2. Eligibility

By transacting with TRL, the client confirms they are at least 18 years of age and legally capable of entering into a binding agreement under UAE law. Items submitted for service or sale must be lawfully owned by the client, free of third-party claims.

3. Your Account & The Client Portal

Where you create an account on our client portal, you are responsible for keeping your login credentials confidential and for all activity under your account. You agree to provide accurate information and to keep it up to date. We may suspend or close an account that is used in breach of these Terms.

4. Products & Pricing

All prices are quoted in UAE Dirhams (AED) and are inclusive of 5% VAT unless explicitly stated otherwise. A Tax Invoice will be issued in accordance with UAE Federal Tax Authority requirements.

Prices, availability, and specifications may change without prior notice. Quotes are valid until the Valid Until date stated on the quotation; thereafter pricing may be re-issued at TRL's discretion.

5. Sourcing & Concierge Services

Sourcing requests require a non-refundable deposit to commence work. The deposit secures TRL's time, supplier outreach, and authentication checks. Once an item is located, the client must confirm acceptance within the timeframe communicated by TRL. Any item sourced is subject to verification by TRL or an approved third-party authenticator agreed in writing.

6. Spa, Restoration & Care Services

A deposit may be required to commence any spa, restoration, repair, or care service. Where a deposit is paid and the client cancels before work begins, the deposit may be refunded at TRL's discretion less any costs already incurred. Once work has commenced, deposits are non-refundable.

Turnaround times communicated by TRL are good-faith estimates only and are not guaranteed. Delays caused by third parties, parts availability, customs, courier services, or force majeure events are outside TRL's control.

At intake, TRL will document the item's condition (including photographs and written notes). This intake record constitutes the agreed baseline condition. Any claim of pre-existing damage not noted at intake is waived by the client. Our full care standard and liability terms are set out in our Care & Liability policy.

7. Watch Servicing (Specific Provisions)

Watch servicing is performed to the highest professional standards; however the client acknowledges:

  • Water resistance cannot be guaranteed after a case has been opened, regardless of pressure testing.
  • Movement servicing may void any prior manufacturer or third-party warranty.
  • Where original parts are unavailable, TRL will use professionally sourced equivalents and disclose this to the client.
  • Vintage, complicated, or non-standard movements carry inherent risks that cannot be fully eliminated.

8. Authentication

Authentication opinions provided by TRL are professional opinions based on visual, physical, and (where applicable) documentary inspection. They are not legal certifications and do not constitute a financial or monetary guarantee. TRL's liability in connection with any authentication opinion is limited to the fee paid for that specific authentication service.

9. Resale & Consignment

Where a client consigns an item to TRL for resale:

  • The consignor warrants that the item is authentic, lawfully owned, and free of any third-party claim.
  • TRL retains an agreed commission on the final sale price; commission is communicated in writing before consignment is accepted.
  • Payout to the consignor is made within the timeframe stated on the consignment agreement after cleared funds are received from the buyer.
  • Unsold items must be collected within the agreed consignment window. Storage of unsold items beyond this window is subject to Clause 21.

Pre-owned and authenticated items are sold on an as-described, as-is basis. Returns and refunds are governed by our Refunds & Cancellations policy.

10. Membership Subscriptions

10.1 Tiers. We offer three membership tiers — CARE, SIGNATURE and MAISON. The benefits, monthly clean allowances, service discounts, and inclusions of each tier are set out on the Membership page in force at the time of your subscription and form part of these Terms.

10.2 Billing. Memberships are billed monthly or annually in advance through our payment processor, Stripe. The first payment is taken immediately on subscribing, and your subscription renews automatically each period until cancelled. Annual memberships are charged at the equivalent of eleven (11) months (one month free). All prices are in AED and inclusive of 5% VAT.

10.3 Clean credits. Each membership grants a monthly allowance of cleaning credits, issued on your billing anniversary. Credits are specific to the item type stated (for example, shoe cleans and handbag cleans are separate and are not interchangeable), except any birthday-month bonus credit, which may be used on either. Unused credits roll over for up to three (3) months from the month of issue, after which they expire. A "clean" is an exterior basic clean and does not include stain removal, colour work, hardware polishing, interior deep-cleaning, or repairs. Credits have no cash value, are non-transferable, and are not refundable or exchangeable for money.

10.4 Pause. You may pause your membership for up to thirty (30) days per calendar year, subject to the process available in the portal. Credits are not issued during a pause.

10.5 Changes to your plan. You may upgrade or downgrade your tier, or switch billing cycle, through the portal; changes take effect and are prorated in accordance with the options presented at the time. We may change tier pricing or benefits on reasonable notice; changes do not affect the period you have already paid for.

10.6 Cancellation and refunds are governed by our Refunds & Cancellations policy.

11. The Royale Programme

11.1 Nature. Royale is a per-item annual care and maintenance programme. Royale is not insurance. It does not provide any indemnity, cash settlement, replacement value, or payout, and TRL is not an insurer. Your benefit is limited to the covered services performed on the enrolled item.

11.2 Enrolment. Each item is individually inspected, priced, and enrolled under a separate Royale Care Agreement, supported by a Condition Report recording the item's condition at intake. Pre-existing damage recorded at intake is excluded from coverage. In the event of any conflict between these Terms and a signed Royale Care Agreement, the signed Royale Care Agreement prevails in respect of that item.

11.3 Fees. Royale fees are quoted per item and billed annually. Items added during a coverage period are charged pro-rata to align with your plan renewal date, and any discount is applied at TRL's discretion. VAT at 5% applies to the amount billed.

11.4 Renewal & re-inspection. As a condition of renewal, each enrolled item must be returned once per year for a complimentary re-inspection and condition re-assessment. TRL may adjust the annual fee at renewal to reflect the item's condition and service history.

11.5 Covered services, exclusions, cancellation and refunds are set out in your Royale Care Agreement and our Refunds & Cancellations policy.

12. Liability

TRL exercises professional care in handling all items. Our care standard and the limits of our liability — including for spa, restoration, memberships, and Royale — are set out in full in our Care & Liability policy. In summary, TRL's maximum liability for any service is limited to the fee actually paid for that specific service (or, for Royale, to the reasonable cost of remedying damage TRL negligently causes to the enrolled item), and TRL is not liable for any indirect, incidental, consequential, or sentimental loss.

Nothing in these Terms excludes or limits any liability that cannot be excluded under the UAE Consumer Protection Law (Federal Law No. 15 of 2020) or any other applicable mandatory law.

13. Returns, Exchanges & Refunds

All product and service sales are final unless otherwise required by applicable UAE consumer protection law or expressly agreed in writing by TRL. Bespoke, custom, restored, and personalised items are not eligible for return. Full cancellation and refund terms for products, services, memberships, and Royale are set out in our Refunds & Cancellations policy.

14. Payment Terms

Accepted payment methods will be communicated at the time of quotation or invoice, and recurring memberships and Royale fees are processed through Stripe. All amounts are payable in AED. Where a deposit is required, work will not commence until the deposit has cleared. Final balances are due before delivery, collection, or shipment unless otherwise agreed in writing. We do not store full card details. Chargebacks issued without prior dialogue with TRL may be contested.

15. Privacy & Data Protection

TRL processes personal data as a data controller in accordance with the UAE Personal Data Protection Law (Federal Decree-Law No. 45 of 2021) ("PDPL") and, where applicable, the EU GDPR. The categories of data we collect, our lawful bases, our processors, international transfers, and security measures are set out in full in our Privacy Policy and Cookie Policy.

16. Electronic Communications & Marketing

16.1 Transactional communications. By engaging TRL, the client consents to receive transactional communications necessary to deliver the service — including quotes, invoices, service status updates, membership and Royale renewal notices, collection and delivery notifications, and after-service follow-up. These may be sent by email, WhatsApp, SMS, or phone and do not require separate marketing consent.

16.2 Marketing communications. TRL will only send direct marketing to clients who have explicitly opted in. Marketing consent is captured at the point of quote acceptance: clients are presented with "Accept Quote", which accepts the quotation and constitutes explicit consent to receive TRL marketing communications, or "Accept Quote Without Subscribing", which accepts the quotation only, with no marketing consent given. Both options constitute valid acceptance of the quotation and these Terms. Clients may withdraw marketing consent at any time by contacting info@therefinedluxury.com, replying STOP to any SMS or WhatsApp marketing message, or using the unsubscribe link in any marketing email.

16.3 No third-party sharing. TRL does not sell, rent, or share client contact data with third parties for their own marketing purposes.

17. Data Subject Rights

Subject to applicable law, clients have the rights of access, rectification, erasure, restriction of processing, data portability, and objection (including to direct marketing) in relation to their personal data. To exercise any of these rights, contact info@therefinedluxury.com with the subject line "Data Request." TRL will respond within 30 days. Full details are set out in our Privacy Policy. EEA residents may lodge a complaint with their local data protection supervisory authority.

18. Data Retention

TRL retains personal data only for as long as necessary for the purposes for which it was collected, or as required by applicable law. The applicable retention periods are set out in our Privacy Policy. Where a client requests erasure and TRL is required by law to retain certain records (for example, VAT invoices or AML records), TRL will delete all data not subject to a mandatory retention obligation and inform the client in writing.

19. Marketing Use of Items

TRL may photograph and feature items it services, sources, or sells in its marketing materials, social media, and website. For non-identifiable items (i.e. items without monograms, engravings, personalisation, or other client-identifying marks) this is on an opt-out basis. For identifiable or personalised items, TRL will obtain the client's explicit opt-in consent before any public use. The client may opt out at any time by contacting info@therefinedluxury.com.

20. Force Majeure

TRL is not liable for any failure or delay in performance caused by events beyond its reasonable control, including but not limited to acts of God, pandemic, war, civil unrest, terrorism, sanctions, government action, port or border closures, courier or supplier failure, power or communications outage, or natural disaster.

21. Unclaimed Items

Items not collected within 60 days of completion notification will incur a storage fee of AED 50 per item per week. Items unclaimed for more than 180 days from completion notification may be sold or disposed of by TRL to offset outstanding fees and storage charges, with any surplus held for the client.

22. Severability

If any provision of these Terms is held to be invalid, illegal, or unenforceable by a competent authority, the remaining provisions shall continue in full force and effect.

23. Entire Agreement

These Terms, together with any written quotation, invoice, consignment agreement, or Royale Care Agreement signed or accepted by the client, constitute the entire agreement between the client and TRL. No verbal representation or side-promise by any team member shall vary these Terms unless confirmed in writing by an authorised representative of TRL.

24. Amendments

TRL may update these Terms from time to time. The version in force at the time of the transaction is the version published on our website or portal on that date, identified by the "Last Updated" date at the top of this document. Continued use of our services after an update constitutes acceptance of the updated Terms.

25. Governing Law & Jurisdiction

These Terms are governed by the laws of the United Arab Emirates and the Emirate of Dubai. Any disputes arising shall fall under the exclusive jurisdiction of the courts of Dubai, UAE.

26. Acceptance of Terms

By purchasing products, booking services, submitting items, subscribing to a membership, enrolling an item in Royale, or interacting with The Refined Luxury Trading LLC, the client confirms they have read, understood, and accepted these Terms & Conditions in full. Where a quote is accepted electronically, acceptance of the quotation constitutes acceptance of these Terms as in force on the date of acceptance.