UGOBEL

POST-ARRIVAL CONCIERGE SERVICES

TERMS AND CONDITIONS

1. SERVICE PROVIDER

These Terms and Conditions (“Terms”) govern the booking and provision of post-arrival concierge and relocation assistance services offered by:

UGOBEL
Operated by Jaffrey Hudson Immanuel
Sole Proprietor (Einzelunternehmer)
Friedrich-List-Straße 12
45128 Essen, Germany

VAT Identification Number: DE400422484
Email: info@ugobel.de
Telephone: +49 155 66340773

Hereinafter referred to as “UGOBEL”, “we”, “us”, or “Service Provider”.

These Terms apply to customers (“Customer”, “you”) purchasing UGOBEL’s post-arrival concierge services directly through UGOBEL’s website or other authorized booking channels.

Where a customer is introduced through an educational consultancy, affiliate partner, or referral organization, the service contract shall remain directly between UGOBEL and the Customer.

The referring partner is not responsible for the delivery of UGOBEL’s services.

2. SCOPE OF SERVICES

UGOBEL provides pre-arrival guidance, post-arrival concierge assistance, and relocation support to international students and individuals relocating to Germany.

Depending on the selected package, services may include:

• Pre-arrival consultation and preparation guidance.
• Airport arrival assistance.
• Local transportation guidance.
• Orientation regarding essential administrative procedures in Germany.
• Guidance regarding SIM cards, banking, health insurance, and other essential services.
• Accommodation search assistance.
• Local orientation and settling-in support.
• Other services expressly included in the selected package.

UGOBEL currently offers Basic, Standard, and Premium concierge packages.

The exact scope, duration, inclusions, exclusions, and prices of each package shall be specified in the service catalogue or booking confirmation provided to the Customer.

Only services expressly included in the purchased package or separately agreed in writing are covered by the booking.

UGOBEL provides practical assistance and general administrative guidance. Unless expressly agreed and legally authorized, UGOBEL does not provide regulated legal, immigration, tax, financial, or insurance advice.

3. BOOKING AND PAYMENT

3.1. Customers may request or purchase UGOBEL’s concierge services through its official website or other authorized booking channels.

3.2. A booking becomes binding when UGOBEL accepts the Customer’s booking request and issues a booking confirmation.

3.3. Unless otherwise agreed in writing, full payment is required before the commencement of services.

3.4. UGOBEL shall provide confirmation of the selected package, agreed service scope, payment amount, and scheduled service commencement.

3.5. Services are subject to availability, including the availability of local personnel and the feasibility of the requested service arrangements.

3.6. Any additional services not included in the selected package shall require the Customer’s prior agreement and may incur additional charges.

3.7. Payments shall be made through payment methods officially authorized by UGOBEL.

4. CUSTOMER RESPONSIBILITIES

To facilitate effective service delivery, the Customer agrees to:

a. Provide accurate personal information, contact details, arrival dates, and other information reasonably necessary for the requested services.

b. Communicate relevant changes to travel plans or arrival schedules as soon as reasonably possible.

c. Provide necessary documents and information for administrative guidance or accommodation assistance.

d. Attend scheduled appointments and cooperate with UGOBEL personnel.

e. Independently verify and approve any contracts entered into with third-party service providers.

f. Comply with applicable laws and the requirements of public authorities, accommodation providers, and other third parties.

UGOBEL shall not be responsible for delays or difficulties directly resulting from inaccurate information or failure to provide necessary documentation, except where responsibility arises under applicable law.

5. ACCOMMODATION ASSISTANCE

Where accommodation assistance is included in the purchased package or booked separately, UGOBEL may assist customers with:

• Identifying potentially suitable accommodation opportunities.
• Reviewing accommodation advertisements.
• Contacting landlords or accommodation providers.
• Coordinating viewing appointments.
• Providing general guidance on rental procedures.
• Explaining common rental documentation requirements.
• Providing general information about rental deposits and tenant responsibilities.
• Supporting communication with accommodation providers.

Important Accommodation Disclaimer

UGOBEL does not guarantee accommodation placement, the availability of suitable housing, the successful conclusion of a rental agreement, or approval by landlords or accommodation providers.

All accommodation opportunities are subject to availability, individual rental requirements, landlord approval, and applicable allocation procedures.

Final rental decisions are made solely by the respective landlords or accommodation providers.

UGOBEL does not guarantee that accommodation will be secured within a particular period.

Unless expressly included in the selected package, accommodation deposits, rent, booking fees, transportation expenses, and other third-party charges shall be paid separately by the Customer.

UGOBEL shall not enter into rental agreements or make financial commitments on behalf of customers without separate written authorization.

6. CANCELLATION AND REFUND POLICY

Customers may request cancellation of confirmed bookings by contacting UGOBEL in writing at info@ugobel.de.

The following cancellation schedule applies to contractual cancellations, subject to applicable statutory withdrawal rights and mandatory consumer protection laws.

Cancellation period	Standard refund
More than 14 calendar days before scheduled service commencement	100%
7–14 calendar days before scheduled service commencement	75%
72 hours to less than 7 days before service commencement	50%
Less than 72 hours before service commencement	0%, subject to applicable law
After services have commenced	Based on services performed and applicable law

6.1 Calculation of Cancellation Period

Cancellation periods shall be calculated from the scheduled commencement date and time of the first service included in the confirmed booking, using German local time.

6.2 Cancellation Charges

Cancellation charges are intended to compensate UGOBEL for reasonably anticipated losses, reserved personnel capacity, administrative work, and other costs arising from cancellation.

Customers may demonstrate that UGOBEL has suffered no loss or a substantially lower loss than the amount retained under the cancellation schedule. In such cases, the cancellation charge shall be reduced accordingly.

Any expenses saved by UGOBEL or amounts recovered through alternative use of reserved resources shall be taken into account where required by applicable law.

6.3 Services Already Performed

Where services have already commenced, UGOBEL may charge for services performed and other amounts lawfully recoverable under the applicable contract.

Any refund for unperformed services shall be determined according to the agreed service scope, costs incurred, and applicable mandatory law.

6.4 Statutory Rights

Any applicable statutory withdrawal rights or mandatory refund obligations shall take precedence over the cancellation schedule.

7. RESCHEDULING AND FLIGHT CHANGES

UGOBEL understands that international travel plans may change due to flight delays, visa processing, or other circumstances.

7.1 Complimentary Rescheduling

Customers may request one rescheduling without an additional administrative fee, provided that:

a. The request is submitted at least 72 hours before the originally scheduled service commencement.

b. The requested alternative date is within 30 calendar days of the original scheduled date.

c. The required personnel and services are available.

7.2 Late Rescheduling

Requests submitted less than 72 hours before the scheduled commencement shall be evaluated individually.

Additional charges may apply where reasonable, communicated in advance, and accepted by the Customer.

7.3 Flight Delays and Cancellations

Customers should notify UGOBEL as soon as reasonably possible if their flight is delayed, cancelled, or rescheduled.

UGOBEL shall make reasonable efforts to accommodate changes to arrival schedules.

However, the availability of personnel at the revised arrival time cannot be guaranteed.

7.4 Additional Expenses

Significant schedule changes may result in additional expenses, including extended waiting time, transportation, or additional personnel deployment.

Any additional charges shall be communicated to and agreed upon by the Customer before being incurred.

8. CUSTOMER NO-SHOW

A Customer may be considered a no-show if they fail to attend a confirmed appointment or arrival assistance arrangement without prior notification and cannot be contacted through the agreed communication channels.

UGOBEL shall make reasonable efforts to contact the Customer before classifying the booking as a no-show.

Where personnel have already been deployed or services have commenced, UGOBEL may retain charges corresponding to services performed and other lawfully recoverable costs.

Any remaining refund entitlement shall be determined in accordance with applicable law and the agreed service conditions.

9. CANCELLATION BY UGOBEL

If UGOBEL is unable to deliver a confirmed service for reasons attributable to UGOBEL, the Customer shall be informed without undue delay.

Where reasonably possible, UGOBEL shall offer:

a. An alternative service date or suitable replacement arrangement; or

b. A refund for the affected services that cannot be delivered.

Where the entire booked service cannot be provided and the Customer does not accept a suitable alternative, UGOBEL shall refund the amount paid for the undelivered service.

Any additional mandatory statutory rights of the Customer shall remain unaffected.

10. THIRD-PARTY SERVICES AND EXPENSES

UGOBEL may provide guidance or coordination relating to services offered by independent third parties, including:

• Transportation providers.
• Accommodation providers and landlords.
• Telecommunications providers.
• Banks and financial institutions.
• Insurance providers.
• Other relocation-related service providers.

Unless expressly stated otherwise, third-party products and services are not included in the concierge package price.

Customers shall be responsible for paying any applicable third-party charges, including transportation fares, accommodation deposits, rent, SIM card charges, and other external expenses.

Third-party bookings may be subject to the respective provider’s terms, availability, cancellation policies, and refund conditions.

UGOBEL shall communicate known third-party cancellation charges before confirming separately chargeable bookings arranged through UGOBEL.

UGOBEL shall not be responsible for decisions made independently by third-party providers, except where responsibility arises under applicable law or UGOBEL’s own contractual obligations.

11. REFUND PROCESSING

11.1. Customers may submit cancellation or refund requests by email to info@ugobel.de.

11.2. UGOBEL shall review requests and communicate its decision and any applicable refund calculation within five (5) business days after receiving the necessary information, where reasonably possible.

11.3. Approved contractual refunds shall normally be processed within fourteen (14) calendar days of approval.

11.4. Where a shorter statutory refund deadline applies, the statutory deadline shall take precedence.

11.5. Refunds shall generally be made through the original payment method unless otherwise agreed and legally permitted.

11.6. Any applicable payment processing charges or deductions shall be handled in accordance with applicable law.

12. STATUTORY RIGHT OF WITHDRAWAL

Customers purchasing concierge services remotely, including through UGOBEL’s website, may have a statutory right of withdrawal under applicable consumer protection laws.

Where German consumer withdrawal provisions apply, the statutory withdrawal period is generally fourteen (14) days from the conclusion of the service contract, subject to applicable legal exceptions.

Customers shall receive the legally required withdrawal information and instructions before completing their purchase.

Where a Customer expressly requests that services commence during the statutory withdrawal period, the legal consequences of early service commencement shall be explained before the Customer provides the required request or acknowledgement.

If a Customer validly withdraws after expressly requesting commencement of services during the withdrawal period, UGOBEL may be entitled to proportionate payment for services already performed, subject to applicable statutory requirements.

The statutory right of withdrawal may expire following complete performance of services only where all applicable legal requirements have been satisfied.

Nothing in these Terms excludes or restricts mandatory statutory consumer rights.

13. EXCEPTIONAL CIRCUMSTANCES

UGOBEL recognizes that international students may experience unexpected circumstances affecting their relocation plans.

Exceptional circumstances may include:

• Visa refusals.
• Medical emergencies.
• Significant flight disruptions.
• Unexpected travel restrictions.
• Other circumstances reasonably preventing the planned arrival.

Customers are encouraged to notify UGOBEL as soon as possible and provide relevant supporting information where reasonably necessary.

UGOBEL may consider alternative arrangements, rescheduling, service credits, or additional refunds on a case-by-case basis.

Any discretionary exception shall be confirmed in writing.

This provision does not limit any rights available to the Customer under applicable law.

14. LIMITATION OF RESPONSIBILITY

UGOBEL shall perform its services with reasonable care and diligence in accordance with the agreed service description and applicable laws.

UGOBEL cannot guarantee outcomes that depend on decisions by independent third parties, including landlords, government authorities, banks, insurance providers, or telecommunications providers.

UGOBEL shall not be responsible for delays or unsuccessful outcomes caused solely by decisions of such third parties, except where responsibility arises under applicable law or UGOBEL’s own contractual obligations.

Nothing in these Terms shall exclude or limit liability for:

a. Intentional misconduct or gross negligence.

b. Injury to life, body, or health caused by negligent or intentional breach of duty.

c. Liability under mandatory product liability laws.

d. Any other liability that cannot legally be excluded or limited.

For damages caused by slight negligence, liability shall be limited to breaches of essential contractual obligations and, in such cases, to foreseeable damages typical for the contract, insofar as legally permissible.

15. PERSONAL DATA PROTECTION

UGOBEL processes personal information necessary for customer bookings, service coordination, payment processing, communication, and fulfilment of contractual obligations.

Personal information shall be processed in accordance with applicable data protection laws, including the General Data Protection Regulation (GDPR).

Where customers are referred by educational agencies or affiliate partners, customer information shall be shared only where necessary and legally permitted.

UGOBEL shall not disclose customer information to affiliate partners solely for commission verification where anonymized or aggregated reporting is reasonably sufficient.

Additional information regarding data processing, retention, and customer rights shall be provided through UGOBEL’s applicable Privacy Policy.

16. COMMUNICATION AND CUSTOMER SUPPORT

Customers may contact UGOBEL regarding bookings, service arrangements, cancellations, refunds, or general enquiries through:

Email: info@ugobel.de
Telephone: +49 155 66340773

UGOBEL may communicate with customers through email, telephone, WhatsApp, or other mutually agreed communication channels.

Customers are responsible for providing accurate contact information and informing UGOBEL of any relevant changes.

17. GOVERNING LAW AND CONSUMER RIGHTS

These Terms shall be governed by the laws of the Federal Republic of Germany.

Where mandatory consumer protection provisions of another applicable jurisdiction provide additional rights that cannot legally be excluded, such rights shall remain unaffected.

Nothing in these Terms shall restrict any mandatory rights available to consumers under applicable law.

18. AMENDMENTS TO TERMS AND CONDITIONS

UGOBEL may update these Terms and Conditions from time to time.

The version applicable to a confirmed booking shall generally be the version provided to the Customer at the time the contract was concluded.

Any material modification affecting an existing confirmed booking shall require the Customer’s agreement where required by applicable law.

19. CUSTOMER ACKNOWLEDGEMENT

Before confirming a booking, customers shall be provided with access to:

• The selected package description and service inclusions.
• The applicable price and payment conditions.
• The cancellation, rescheduling, and refund policy.
• The statutory withdrawal information, where applicable.
• UGOBEL’s Privacy Policy.

By completing a booking, the Customer confirms acceptance of these Terms and Conditions, without prejudice to any mandatory statutory rights.

Friedrich-List-Straße 12, 45128 Essen, Germany
Email: info@ugobel.de