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) Booking Notice Requirements & Late Booking Fee
All services must be booked at least 48 hours before the scheduled service time.
Bookings made under 48 hours in advance will be accepted subject to availability and will incur a 35% late booking fee on the base service amount.
Spain Airports: Services must be booked at least 72 hours in advance. Bookings made under 72 hours will incur a 35% late booking fee on the base service amount.
All Asia Airports: Services must be booked at least 72 hours in advance. Bookings made under 72 hours will incur a 35% late booking fee on the base service amount.
5) 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.
6) Tarmac Service:
- 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. - 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. - 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.
- 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. - 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.
7) 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.
8) 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.
9) 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 Services
Cancellation Outside of 48 Hours (All Airports Except USA & Canada):
Cancellations made more than 48 hours before the scheduled service will be eligible for a refund after deducting 25% of the base service amount.
Cancellation Policy for ALL USA and Canada Airports:
Cancellations made more than 72 hours before the scheduled service will be eligible for a refund after deducting 30% of the base service amount.
Cancellation Within 48 Hours:
Cancellations made within 48 hours of the scheduled service are non-refundable.
Flight Change & Service Availability (Tarmac and Meet & Greet Service)
If a passenger changes their flight or updates its timing, it directly affects the scheduled service. In such cases:
All changes are subject to availability and cannot be guaranteed.
For Airport Meet & Greet Services:
If the updated flight time is within 24 hours of the scheduled service, the booking will be considered cancelled and non-refundable.
If the updated flight time is more than 24 hours before the service, we will try to arrange the new timing. If we are unable to provide the service due to unavailability, the booking will be treated as a cancellation with a 25% cancellation fee.
For Tarmac Services:
If the updated flight time is within 48 hours of the scheduled service, the booking will be considered cancelled and non-refundable.
If the updated flight time is more than 48 hours before the service and we cannot accommodate the change, the booking will be treated as a cancellation with a 25% cancellation fee.
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.
Meeting Point Policy (USA Airports)
For international arrivals, meeting at the aircraft door, jet bridge, or airbridge is subject to airline procedures, airport regulations, and real-time operational approvals, which may change without prior notice and are outside our control.
Our representative will meet the passenger at the earliest location permitted by airport and airline authorities, ensuring the service commences before passport control. The passenger will then be escorted through the required arrival formalities as efficiently as possible, in full compliance with airport regulations.
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 Services
The airport pickup car service includes up to one (1) hour of waiting time from the flight’s scheduled arrival time.
Waiting beyond one (1) hour is subject to availability and additional charges will apply. Extended waiting time cannot be guaranteed.
If the passenger does not meet the driver within one (1) hour of arrival and no prior arrangement has been confirmed, the booking will be treated as a no-show and no refund will be issued.
Cancellation Outside of 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.
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.
Car Service – No-Show Policy:
If the passenger does not arrive or cannot be contacted within 1 hour from arrival, the service will be considered completed. In such cases, no refund will be issued, and the full service fee will apply.
This includes situations where the driver waits on location and attempts to contact the passenger but receives no response.
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.
10) 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.
11) Wheelchair Policy & Responsibility – Airport Services
Wheelchair assistance is provided exclusively by the airline, not by Platinum Aviation.
Any passenger requiring a wheelchair must request this service directly with the airline in advance. The wheelchair request must be officially added to the flight booking (PNR) and visible in the airport system.
Important Conditions:
If a passenger requires a wheelchair but fails to request it through the airline, Platinum Aviation will not be able to provide wheelchair assistance under any circumstances.
Our team can only coordinate and assist once the wheelchair service is confirmed and registered by the airline.
In such cases where a wheelchair is required but not arranged in advance, the service may be considered a no-show and will be non-refundable.
Responsibility: It is the sole responsibility of the passenger or booki
12) 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.
Please Note: Services are arranged solely based on information provided by the client at booking. We do not verify flight details or request supporting documents unless agreed in advance.
If a service fails, is missed, or is arranged incorrectly due to inaccurate client-provided information, no refund will be issued and the full service fee applies.
Any additional costs resulting from incorrect information are the client’s responsibility.
13) 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.
14) 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.).
15) 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.
16) Duplicate Booking and Non-Refund Policy
In the event that a customer or any third party acting on their behalf makes multiple bookings for the same passenger for identical or substantially similar services, such bookings shall be deemed duplicate bookings.
Where a duplicate booking is made and identified within seventy-two (72) hours prior to the scheduled service or departure time, no refund, cancellation, or credit shall be provided for any of the duplicate bookings. This is due to the fact that the services have been confirmed, secured, and associated costs and obligations have been incurred.
For all other eligible refunds (where applicable and outside the above-mentioned 72-hour period), a minimum deduction of twenty-five percent (25%) of the total booking amount shall apply as an administrative and processing fee. Under no circumstances shall a full (100%) refund be issued.
The customer acknowledges and agrees that it is their sole responsibility to ensure the accuracy and uniqueness of each booking at the time of confirmation. The Company shall not be held liable for any losses, damages, or claims arising from duplicate bookings made by the customer or any third party acting on their behalf.
By completing a booking, the customer expressly agrees to be bound by the terms of this policy.
17) Contact & 24/7 Support
- Phone USA: +1 (929) 884-1960
- Phone USA: +1 (929) 563-2500
- Phone UK: +447441906762
- Address: 350 NE 75th St Unit 104 Miami, FL 33138, United States