Terms and Conditions
Last updated: [DATE]
1. Who we are
These terms apply to JustAsk.com ("JustAsk", "we", "us", "our"), branded Elevate — Your Personal Concierge, a personal concierge purchasing service.
If you have any questions about these terms, see "How to contact us" at the end of this page.
2. What the service does
JustAsk lets you ask us to source and purchase items on your behalf, so you don't have to. In short:
- Ask — you tell us what you need: a description of the item, how many, where it should go, and when you need it by.
- Source — our team (or our sourcing tools) looks for real, currently available options that match what you asked for.
- Quote — we send you back up to three price options (Basic, Standard, Premium) for the item, and, where relevant, separate pricing for how quickly you need it delivered (Same Day, Next Day, or a date you choose).
- Deliver — once you choose an option and pay, we arrange for the item to reach you and keep you updated on its progress.
We act as principal in this transaction: when you pay us, you are paying JustAsk directly for the item and our service together, not paying a third-party retailer through us. We then separately purchase the item from wherever we have sourced it.
3. Making a request
You can submit a request either as a guest (tracked only on the device you used to submit it) or by creating a free account (so you can track requests from any device and receive email updates). Either way, you'll need to give us enough detail — what you want, where it should go, and by when — for us to source and quote it properly.
Submitting a request is not a binding order and does not commit you to anything. It simply asks us to find out what your item would cost.
4. Quotes and pricing
4.1 Budget tiers
For most requests, we'll come back with up to three price options — Basic, Standard, and Premium — reflecting different quality or specification levels we've found for the item you asked for. You choose whichever suits you; you are never charged for an option you didn't select.
4.2 Delivery speed
Where relevant, delivery speed (Same Day, Next Day, or a specific date you choose) is priced separately from the item itself, and is also your choice. Same Day requests are best-effort only — we'll always try, but cannot guarantee same-day delivery is possible for every item, postcode, or time of day, and requests submitted very late in the day may not be achievable same-day at all.
4.3 How our pricing works
The price we quote you includes both the cost of the item and our fee for sourcing, arranging, and managing the purchase on your behalf. We do not separately itemise our margin.
4.4 Quotes can change
Because item availability and pricing can change quickly, a quote is only guaranteed for the period stated when it's sent to you (or, if no period is stated, a reasonable time —
5. Payment
Once you choose an option, we will ask you to pay online by card, or, where online payment isn't available, we'll arrange payment with you directly (for example by bank transfer). Your order only moves forward once payment has been received or confirmed.
We currently take payment in full at the point you choose your option, before we complete the purchase and arrange delivery.
6. Cancelling your request
You can cancel a request free of charge at any point before you have paid for it. Once payment has been made, please see our separate Refund & Cancellation Policy.
6.1 Your legal right to cancel
7. Refunds
See our separate Refund & Cancellation Policy for full details on when and how refunds are issued.
8. Delivery
We'll do our best to meet the delivery date and speed you've chosen, but delivery dates — particularly Same Day — are estimates rather than guarantees, since they depend on the supplier, courier, and item availability. You can track the status of your order at any time from "My requests".
9. Staying in touch about your order
We may contact you about your request by email, by an in-app message, or, if you've enabled them, by push notification — for example if we need to check a detail with you, or to let you know your order status has changed. You can reply to messages about your order directly within the app.
10. If something goes wrong
11. Your information
We collect the details needed to fulfil your request (what you've asked for, delivery details, and, if provided, your email address) and, if you create an account, your account details.
Full details of what we collect, how we use it, and your rights are set out in our separate Privacy Policy.
12. Complaints
If you're unhappy with any part of the service, please contact us using the details below and we'll do our best to put things right.
13. Changes to these terms
We may update these terms from time to time, for example as the service changes. The version that applied when you submitted your request is the one that governs that request.