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Terms And Conditions

Terms & Conditions – Platinum Aviation / Platinum Airport VIP Ltd

These Terms & Conditions (“Terms”) govern all bookings and services provided by Platinum Aviation / Platinum Airport VIP Ltd (“Platinum Aviation,” “we,” “us,” “our”). By using our website, placing a booking, or completing payment, you (“Client,” “you,” “your”) agree to these Terms and to our Cancellation Policy (set out separately and incorporated by reference).

1) Definitions

  • Airport Services: VIP meet & greet, fast-track immigration/security (where available), porter/baggage handling, buggy (where available), lounge access (subject to operator rules), and chauffeur handoff.

  • Car Services: Chauffeured ground transportation (pickups, drop-offs, point-to-point).

  • USA Airports: Any airport within the United States.

  • Other Locations: Any airport outside the United States.

  • Service Order / Confirmation: Written confirmation (order/invoice/itinerary) we issue with service details and charges.

  • No-Show: Failure to present at the confirmed time/place or inability to use the service due to flight changes or delays without an approved reschedule.

Note on Precedence: For cancellations, rescheduling, waiting time and refunds, the Cancellation Policy controls. Where multiple provisions could apply, the stricter outcome may govern as stated in that policy.

2) Scope of Services & Availability

We coordinate premium Airport Services and Car Services subject to airport/airline regulations, security directives, local laws, partner availability and operational capacity. Access to fast-track lanes and lounges is controlled by third parties and may change at any time. We use best efforts but do not guarantee processing times or admission.

3) Booking, Confirmation & Payment

  • Booking Channels: Official website, email, WhatsApp, or authorized agents only.

  • Confirmation: A booking is confirmed only when we issue a written Service Order.

  • Payment: Unless otherwise agreed in writing, full payment via our official link is due at booking.

  • Agreement by Payment: By completing payment, you accept these Terms and the Cancellation Policy; no signature or stamp is required.

  • Pricing: Prices are based on the details you provide (passengers, luggage, flight/time, location). Changes may affect price and availability.

  • Currencies & Fees: Prices may be shown in USD/GBP/ILS. Bank/processor/FX fees are your responsibility unless stated otherwise.

4) Changes, Rescheduling & Operational Constraints

  • Client-Initiated Changes: We will try to accommodate amendments (names, counts, flight times) subject to availability, partner rules and any additional fees.

  • Airline/Authority Changes: Airline schedule changes, gate changes, security alerts or authority directives may impact delivery. We are not responsible for such changes but will use reasonable efforts to assist within our policy limits.

5) Tarmac Service:

  1. Service Confirmation:
    When a passenger books the Tarmac Service, we immediately arrange and reserve a Luxury VIP vehicle and professional driver based on the flight details and schedule provided at the time of booking.
  2. Aircraft Parking Location:
    The airport and airline authorities decide where the aircraft will park. This may be either at a remote stand (tarmac area) or at a jet bridge connected to the terminal. The final parking position is confirmed by airport operations approximately 15 to 20 minutes before landing. We have no control or influence over this decision.
  3. Service Availability:
    • If the aircraft parks at a remote stand, the Tarmac Service will be provided as planned, including transport between the aircraft and the terminal.
    • If the aircraft parks at a jet bridge, the Tarmac Service cannot be provided, as airport safety and security rules do not allow vehicle access to that area.
  4. Refund Policy:
    As we pre-book and confirm the vehicle, driver, and related arrangements at the time of reservation, no refund, reschedule, or compensation will be offered if the Tarmac Service cannot be delivered due to the aircraft parking at a jet bridge or any restricted zone.
  5. Customer Agreement:
    By booking the Tarmac Service, the passenger confirms understanding and acceptance that:
    • The inability to provide the service because of the aircraft parking location does not qualify for a refund or compensation.
    • All arrangements are made in good faith based on the flight details provided at the time of booking.
    • The aircraft parking position is determined by airport authorities and is beyond our control.

6) Greeter Contact Policy (Strict)

  • All communication must go through Platinum Aviation:

     USA: +1 (929) 884-1960
     USA: +1 (929) 563-2500
     UK: +447441906762

  • Greeter details may be released at our discretion up to 1 hour before arrivals and 3 hours before departures.

  • Bypassing us to contact greeters directly is a policy violation and may result in immediate service cancellation without refund.

7) Flight Delay & Waiting Time

  • Services are scheduled to the original flight arrival or pickup time and the confirmed meeting time.

  • The service includes up to 2 hours from the original scheduled time.

  • Time beyond 2 hours incurs additional charges and depends on staff availability; we cannot guarantee the same greeter/team after the original slot.

  • No exceptions are made for airline-related delays; lack of real-time updates may be treated as a No-Show per the Cancellation Policy.

7) Cancellation, Refunds & No-Show (Summary)

VIP airport services require advance coordination and security clearance with airport authorities. Once booked, operational processes are initiated immediately, making last-minute cancellations non-refundable.

Airport Service – Cancellation Outside of 48 Hours:

  • Cancellations made more than 48 hours before the scheduled service will be eligible for a refund after deducting 25% of the base service amount.

Airport Service –  Cancellation Within 48 Hours:

  • Cancellations made within 48 hours of the scheduled service are non-refundable.

Flight Delays or Cancellations:

  • If a passenger’s flight is delayed or canceled, and as a result, the passenger cannot utilize the service, this will be considered a “No-Show,” and the service will not be refundable. The full cost of the service will be charged.

Passport Control or Border Control Issues:

  • If a passenger faces issues with passport control or border control and is not allowed entry into the country, the service will automatically be terminated, and the passenger will be charged in full. The service will be non-refundable under these circumstances.
  • If a passenger is found to be carrying items not allowed to be brought into the country and border control stops them, the service will automatically end, and the passenger will be charged in full. The service will be non-refundable in such cases.

Please Note: Refund calculations are based only on the base service amount actually received by us. Any payment gateway charges, credit card fees, bank charges, or taxes that are not received by us are non-refundable and will not be included when calculating the refundable amount.

Car Service – Cancellation Within 24 Hours:

  • Cancellations made at least 24 hours before the scheduled car service will be eligible for a refund after deducting 25% of the base service amount.

Car Service – Cancellation Within 24 Hours:

  • Cancellations made within 24 hours of the scheduled car service will not be eligible for a refund. The full cost of the car service will be charged.

Please Note: Refund calculations are based only on the base service amount actually received by us. Any payment gateway charges, credit card fees, bank charges, or taxes that are not received by us are non-refundable and will not be included when calculating the refundable amount.

Refund Process:

If a service is eligible for a refund, the payment will be processed automatically, and the refund will be issued within a few business days to the original payment method.

Tax Refund (VAT Refund) – Important Notice

Platinum Aviation provides VIP Terminal, VIP Lounge, and VIP Fast Track security services only. We do not provide Tax Refund / VAT Refund services. Passengers must complete the VAT refund process themselves.

If a passenger plans to apply for VAT refund, they must inform us 48 hours in advance so we can arrange a greeter for the extended waiting time.

  • Standard VIP service includes a greeter for 2 hours.
  • The VAT refund process usually takes 1 hour or more, and extended waiting time is charged at $100 per additional hour.

If the VAT refund office is closed for any reason, the greeter will still escort the passenger to the VAT refund desk, wait during the attempt, and then escort the passenger back to the lounge or continue with the regular VIP service booked in advance.

No refund is provided for greeter waiting time if the VAT office is closed.

If VAT refund is not mentioned during booking, extended waiting time cannot be arranged on the day of service.

9) Conduct, Extra Passengers & Luggage

  • Respectful Conduct: Abusive, offensive or harassing behavior towards greeters, drivers or staff may lead to immediate termination without refund.

  • Extras: Additional passengers or luggage beyond the confirmed booking will incur charges. Refusal to pay may result in cancellation with full charges.

  • Wheelchair Assistance: Passengers requesting wheelchair service must also book an additional greeter to accompany them. Please note that wheelchair service cannot be confirmed without an additional agent booking.

10) Client Responsibilities

  • Provide accurate and complete information (passenger names, flight details, counts, contact numbers).

  • Hold valid travel documentation (passport, visas, permits).

  • Comply with airport, airline and security requirements.

  • Monitor flight status and promptly notify us of confirmed changes per the Cancellation Policy.

11) Lounges, Partners & Third Parties

  • Lounge access (e.g., private lounges) is subject to lounge operator rules, capacity and operating hours; admission is not guaranteed.

  • We may deliver services via vetted partners. You consent to us sharing necessary details with such partners only to perform the service.

12) Limitations of Liability

  • We are not liable for delays or outcomes caused by airlines, airports, immigration/security authorities, strikes, weather, force majeure or events beyond our reasonable control.

  • Our total liability for any claim is limited to the amount you paid for the specific booking.

  • We are not liable for indirect or consequential losses (missed flights, hotels, business losses, etc.).

13) Service Quality Complaints

We welcome feedback. Please submit any issues within 7 days of service with relevant details. Subjective dissatisfaction alone (e.g., style expectations, surprises/gifts not pre-agreed) is not a basis for refund.

15) Contact & 24/7 Support