Client Terms of Business

Last updated: August 2026

1. How these terms work

These terms apply to services supplied by Crown Bridge Consulting Ltd, trading as Crown Bridge Consulting (“Crown Bridge”, “we”, “us” or “our”).

The contract consists of:

1. the engagement letter, proposal, service schedule or order accepted by the client;
2. these Client Terms of Business; and
3. any expressly incorporated service-specific terms.

If there is an inconsistency, the documents apply in that order unless expressly stated otherwise.

The “client” is the person or entity identified as client in the engagement. A person who benefits from or participates in a service is not automatically a contracting party.

2. Formation of the contract

A proposal is not binding until:

• both parties sign or otherwise clearly accept the engagement;
• any requested identity, authority, conflict and risk checks are satisfactorily completed; and
• any required initial payment is received.

We may decline an instruction without giving a detailed reason where confidentiality, legal, regulatory, conflict, safety, reputational or operational considerations apply.

3. Our services

We will provide the services described in the engagement with reasonable care and skill.

Depending on the engagement, services may include private advisory, planning, research, reporting, mentoring, family or academic coordination, relocation coordination, immigration coordination, logistics or asset coordination, introductions, concierge support and management of third-party providers.

We may adjust working methods where reasonably necessary, provided that this does not materially reduce the agreed service. Material changes to scope, deliverables, timing or fees require agreement.

4. Nature and limits of our role

Crown Bridge is an advisory and coordination practice. Unless expressly confirmed in writing:

• we do not provide legal, regulated immigration, tax, financial, investment, medical, therapeutic or other regulated professional advice;
• we do not act as an educational institution, guardian appointed by a court, insurer, carrier, estate agent or security provider;
• we do not guarantee admission, academic results, visas, permissions, accommodation, employment, transactions, delivery dates or any other third-party decision or outcome;
• we cannot direct or control independent institutions, authorities or professional advisers; and
• information and recommendations reflect circumstances reasonably known at the time and may require updating.

Where regulated or specialist advice is needed, the client should instruct an appropriately qualified professional. We may introduce or coordinate that professional but do not adopt their advice as our own.

5. Client responsibilities

The client must:

• provide timely, complete and accurate information and promptly correct errors or changes;
• identify deadlines, risks, vulnerabilities, health or accessibility needs and other material circumstances;
• obtain and maintain required passports, visas, consents, permissions, insurance and professional advice;
• ensure that they have authority to instruct us and provide information concerning any family member, child, employee, principal, asset or third party;
• make decisions and approvals within the time reasonably requested;
• treat our personnel and providers respectfully and not request unlawful, unethical or unsafe action;
• protect confidential documents, accounts and access credentials; and
• cooperate with reasonable identity, authority, source-of-funds, safeguarding, security and compliance checks.

We are not responsible for delay, additional cost or loss caused by a failure to meet these responsibilities.

6. Children, families and authority

Where services concern a child or young person, the contracting adult confirms that they have parental responsibility, guardianship or other sufficient authority to instruct us and provide relevant information.

The engagement should state:

• who may give instructions;
• who may receive reports or confidential information;
• whether and how we may communicate directly with the young person;
• emergency and safeguarding contacts; and
• any limits on information sharing within the family or sponsor group.

The welfare and safety of a child take priority over confidentiality expectations. We may disclose information where reasonably necessary to protect a child or another person, comply with law or follow an appropriate safeguarding process.

We do not mediate disputes about parental responsibility or family authority. We may pause services until authority is established.

7. Third-party providers and introductions

We may identify, introduce, obtain quotations from, appoint or coordinate third-party providers.

The engagement will state, or the circumstances will determine, whether:

• the client contracts and pays the provider directly; or
• we procure the provider as part of our service.

Where the client contracts directly, the provider is responsible for its own services and terms. We are responsible for using reasonable care in selection and coordination, but not for the provider’s independent acts or omissions.

Where we contract with a provider to deliver part of our service, we remain responsible to the extent required by applicable law and the engagement.

We will disclose any material referral fee, commission or conflict that could reasonably affect our recommendation. The client should not assume that every introduction is market-wide or the lowest-cost option.

8. Fees, expenses and taxes

Fees are set out in the engagement and may be fixed, recurring, time-based, retainer-based or calculated by reference to scope.

Unless stated otherwise:

• reasonable third-party costs and agreed expenses are payable in addition;
• deposits and retainers are payments on account, not automatically non-refundable;
• invoices are due within 30 days of issue; and
• the client is responsible for bank, currency-conversion and transfer charges.

We will obtain approval before incurring a material third-party cost not already authorised by the engagement.

If scope or assumptions change, we will explain the effect on fees and seek agreement before undertaking material additional work, except where urgent action is reasonably necessary to protect the client’s interests and it is impracticable to obtain instructions.

9. Late payment

For business clients, we may charge statutory interest and recovery costs where the Late Payment of Commercial Debts legislation applies, or the rate stated in the engagement if lawful.

For consumers, we may charge only reasonable, proportionate and legally recoverable costs or interest that has been clearly agreed.

If an undisputed invoice remains overdue after reasonable notice, we may suspend services. We will consider foreseeable risk, urgency and the interests of any child or vulnerable person before doing so.

10. Timing

Dates are estimates unless expressly identified in writing as fixed. We will use reasonable efforts to meet agreed timescales, but timing may depend on the client, third parties, institutions, authorities, travel conditions and events beyond our control.

The client must notify us immediately of any critical deadline. We do not accept responsibility for a deadline that was not disclosed and accepted in sufficient time.

11. Consumer cancellation rights

This section applies where the client is a consumer and the contract is concluded at a distance or away from our business premises, and no legal exception applies.

The consumer may cancel within 14 days after the day the contract is entered into, without giving a reason. The Consumer Cancellation Notice and model form below explain how.

If the consumer expressly asks us to begin services during the cancellation period:

• we may begin once that express request is recorded;
• if the consumer then cancels, they must pay a proportionate amount for services properly supplied up to cancellation; and
• if the service is fully performed during the cancellation period, the cancellation right may be lost only where the consumer expressly requested early performance and acknowledged that consequence, as required by law.

Nothing in these terms limits statutory rights where services are not supplied with reasonable care and skill or as agreed.

12. Changes, postponement and cancellation after any cooling-off period

The client may request a change, postponement or cancellation at any time. We will explain work completed, non-cancellable third-party commitments and the reasonable direct consequences.

Subject to mandatory consumer law, the client must pay:

• fees for services supplied up to the effective date;
• properly incurred or irrevocably committed third-party costs; and
• any other reasonable loss directly resulting from cancellation that we could not reasonably avoid.

We will take reasonable steps to mitigate loss. We will not impose a disproportionate penalty or automatically retain sums exceeding the amount properly due.

We may end or suspend an engagement on reasonable notice, or immediately where:

• payment remains overdue after notice;
• instructions are unlawful, unethical, unsafe, misleading or outside agreed scope;
• required information, authority or cooperation is not provided;
• a conflict, safeguarding concern, sanctions issue or unacceptable risk arises;
• trust and confidence necessary for the service has seriously broken down; or
• an event beyond reasonable control prevents performance.

Where we end the engagement, the client remains responsible for work properly performed and committed costs. We will refund any balance paid for services not supplied, subject to lawful deductions.

13. Confidentiality

Each party will keep confidential non-public information received in connection with the engagement and use it only for the engagement.

We may disclose confidential information:

• to personnel, contractors, advisers and providers who need it for the engagement and owe appropriate duties;
• with the client’s authority;
• where required by law, court, regulator, insurer or professional adviser;
• to prevent or address fraud, crime, serious harm or a safeguarding risk; or
• to establish, exercise or defend legal rights.

Confidentiality does not apply to information that is lawfully public, already lawfully known, independently developed, or lawfully received without restriction.

14. Data protection

Each party will comply with applicable data-protection law. Our Privacy Policy explains our general processing. Where a party processes personal information solely on the other’s documented instructions, the parties will put any legally required controller-processor terms in place.

15. Intellectual property

Each party retains ownership of material it owned before the engagement.

Once all applicable fees are paid, the client receives a non-exclusive, non-transferable licence to use final reports and deliverables created specifically for the client for the personal, family or internal organisational purpose stated in the engagement.

Unless expressly agreed, the client may not publish, sell, license, adapt for commercial use, remove attribution from or provide our deliverables to third parties for reliance.

We retain ownership of our methods, templates, know-how, frameworks, systems, general research, brand materials and reusable content. We may use general skills and experience gained during an engagement, provided that we do not disclose client confidential information.

16. Publicity

We will not identify the client, family or engagement in publicity, testimonials or case studies without prior permission. Permission may be withdrawn for future use, but this will not require recall of material already lawfully published or printed where recall is impracticable.

17. Communications and records

We may communicate through email, telephone, video conference, secure portals, messaging services or other agreed channels. The client acknowledges that ordinary electronic communications carry some risk.

Instructions affecting scope, payment, disclosure, travel, safeguarding or other significant matters should be confirmed in writing. We may keep reasonable records of communications and decisions.

We will not record audio or video meetings without appropriate notice and a lawful basis.

18. Liability

Nothing in the contract excludes or limits liability where exclusion or limitation is unlawful, including liability for death or personal injury caused by negligence, fraud or fraudulent misrepresentation, or breach of rights that cannot lawfully be limited.

We are responsible for loss that is a reasonably foreseeable result of our breach or failure to use reasonable care and skill.

We are not responsible for:

• a third party’s independent decision or service where the client contracts with that third party directly;
• inaccurate, incomplete or late information supplied by or for the client;
• action taken contrary to our written advice;
• a change in law, policy, availability or circumstances after advice is given; or
• delay or failure caused by an event beyond our reasonable control, subject to our duty to take reasonable steps.

Consumers

If the client is a consumer, we do not exclude liability for foreseeable loss caused by our breach. We are not liable for business losses arising from a consumer engagement.

Business clients

If the client acts wholly or mainly for business purposes:

• neither party is liable for indirect or consequential loss;
• we are not liable for loss of profit, revenue, business, opportunity, anticipated savings, goodwill or data; and

19. Events beyond reasonable control

Neither party is responsible for delay or failure caused by an event beyond reasonable control, such as government action, conflict, civil disorder, epidemic, transport disruption, severe weather, utility or communications failure, cyber incident not caused by a failure to use reasonable care, or failure of an essential third party.

The affected party must notify the other where practicable and take reasonable steps to reduce the effect. If the disruption continues for more than 30 days and materially prevents the service, either party may end the affected service. Consumer refund rights remain unaffected.

20. Complaints

Please raise concerns promptly under our Complaints Policy. We aim to acknowledge a formal complaint within five working days and provide a substantive response within 20 working days, or explain why more time is required.

Using the complaints process does not remove statutory rights or the right to seek independent advice or a legal remedy.

21. Notices

Formal notices should be sent to the email and postal addresses in the engagement. A notice is treated as received:

• by hand, when delivered;
• by prepaid first-class post within the UK, two business days after posting;
• by international tracked post, five business days after posting; or
• by email, when sent without a delivery-failure notice before 5pm on a business day, otherwise on the next business day.

This section does not govern service of legal proceedings.

22. General

Neither party may transfer the contract without the other’s consent, not to be unreasonably withheld, except that we may transfer it as part of a genuine sale or reorganisation of our business if this does not materially reduce the client’s protections.

The contract does not create a partnership, employment relationship or agency authority to bind the other party.

If a provision is invalid or unenforceable, it will be adjusted or removed only to the minimum extent necessary, and the remainder continues.

A delay in enforcing a right is not a waiver. No person other than the parties has a right to enforce the contract under the Contracts (Rights of Third Parties) Act 1999, unless the engagement expressly says otherwise.

23. Governing law and jurisdiction

The contract and any non-contractual dispute are governed by English law.

If the client is a consumer, this does not deprive them of mandatory protections of the country or part of the UK in which they habitually reside, and jurisdiction is determined by applicable consumer law.

If the client acts in the course of business, the courts of England and Wales have exclusive jurisdiction.