How do I log into the on-demand portal?

Once you’ve signed up and completed our sign-up documents (which are sent via DocuSign), within 24 hours you will receive an email that will invite you to sign up to our portal. The log-in button to the portal is situated on the on-demand page of the Otium Concierge website, or you can click here.

What are your business hours for requests? 

Otium On-Demands Business Hours are 9am to 5pm, Monday – Friday (excluding bank holidays). 

What if I have a request that isn’t listed on the price list or portal? 

If you submit a request with us that isn’t on the price list or portal, we will confirm with you the cost of this request. However, if the prices are listed, we will go ahead and complete your request as the onus is on the client to check the price list before submitting requests to us. 

Can I contact you at any time for a request? 

Yes, via the portal you can submit requests 24/7, however, our team will only be available to action these requests during our business hours.  

Where can I find the prices per request? 

The price list of charges per request is found on the home page of your portal, in the top right corner. You can also click here, which will take you to the portal (only if you are a member and have access). However, if you would like to receive a PDF copy for your records, please email on-demand@otium-concierge.com. 

If you do have a PDF copy, please ensure you update this regularly by going to the portal or requesting a new PDF copy from our team on on-demand@otium-concierge.com as the prices can change at any time.

How do you charge if the request isn’t on the price list? 

We charge for requests that are not listed on the price list by time. These requests are charged at our hourly time rate of £30 per hour. 

Do I get charged if I just want you to get me quotes? 

Yes, this will be the same charge for booking the service itself. Therefore, if you would like us to source a supplier to provide you with quotes, you will be charged per quote as a request. If you then want us to go ahead and book a supplier this will fall within the same request charge, so there will not be additional charges.  

For example, if you want three different tradespeople to provide you with a quote for a service, then you will be charged for sourcing three different quotations (three requests), if you then decide that you want to book one of those quotations, there will be no additional charges for the request. 

Do I get charged per quote? 

Yes, if your request involves sourcing a supplier for quotations, the portal will prompt you to tell us how many quotes you would like and you will be charged per quotation. For example, if you would like three plumbers to visit your home to provide you with a quote for a job, this will be classified as three requests. So if the charge is £20 per booking a tradesperson, you will be charged £20 x 3 = £60 + VAT. 

What if I decide not to go ahead with the options you have provided? 

That is fine, however, you will still be charged for the request you submitted. 

Do I have to raise a request via the portal? 

Ideally, we encourage clients to utilise the portal as much as possible, because this has been built to obtain all the information, we need to carry out your requests as efficiently as possible. However, if you would like to provide us with more information or if your request doesn’t quite fit the task options, please email our experts at on-demand@otium-concierge.com 

Can the price list change? 

Yes, the price list can change and is likely to change as required. It is the clients’ responsibility to check the portal price list or request a cost for the request before it is completed. 

What sort of requests can I submit? 

Anything (as long as it’s legal)! If it’s not something we can action for you, we will do our best to find someone who can. 

How do I receive the information for my request? 

Once you have submitted your request, one of our Lifestyle experts will contact you from our on-demand@otium-concierge.com email account and confirm with you once the task is completed. Our team is likely to call you to obtain additional information/check if you are happy. Whilst we love our portal, we love having a chat with our clients too! 

 Do you offer On-Demand for international clients? 

Yes, On-Demand is here for anyone, anywhere. We have clients from the UK, to the USA and even Monaco.  

How do you take payment for my requests? 

Payments for your requests will be taken either by direct debit or via card payment when you submit your request. This will be confirmed to you at the time of sign-up.

Is VAT included in the annual subscription? 

No, the annual subscription is £120 + VAT. 

Is VAT included per request? 

No, VAT will be added to the request charge listed in our price list. 

If I ask you to research something for me, how am I charged? 

Research is charged at our hourly rate of £30 per hour + VAT. 

How do I get charged for goods you have ordered for me? 

All goods that we order (except for hospitality and tickets) will be charged directly to the card you supplied us with during sign-up. 

How do I sign up?

You can sign up by clicking here. 

How quickly will I receive a response to my request? 

You will always receive a response to your request within three working hours.