OUR TERMS & POLICIES

1. INTRODUCTION & IMPORTANT NOTICE

Platinum Aviation / Platinum Airport VIP Ltd (“Platinum Aviation,” “we,” “us,” “our”) is a premium international VIP airport services company providing bespoke airport and ground transportation services at over 180 airports worldwide. These Policies (“Policies,” “Terms,” “Terms and Conditions”) govern all bookings, services, and engagements with Platinum Aviation, whether made directly by the client or through an authorized third party.

⚠ IMPORTANT NOTICE: By accessing our website, placing a booking, completing payment, or using our services in any capacity, you (“Client,” “you,” “your,” “passenger,” “booking party”) unconditionally accept and agree to be bound by these Policies in their entirety. These Policies constitute a legally binding agreement between you and Platinum Aviation. No signature or stamp is required for validity.

VIP airport services involve advance coordination with airport authorities, security agencies, airline partners, and third-party service providers. Operational processes are initiated immediately upon booking confirmation. Clients are strongly advised to read all sections of these Policies carefully before making a booking.

2. DEFINITIONS

The following terms are used throughout these Policies:

• Airport Services: VIP meet & greet, fast-track immigration and/or security (where available), porter and baggage handling assistance, buggy transport (where available), lounge access (subject to individual lounge operator rules), tarmac service, and chauffeur handoff services.
• Car Services / Chauffeur Services: Chauffeured ground transportation including airport pickups, drop-offs, and point-to-point transfers.
• Tarmac Service: A premium service package including tarmac access, vehicle transport between aircraft and terminal, check-in assistance, security, passport control facilitation, and related arrival or departure formalities, subject to aircraft parking position and airport authority decisions.
• Meet & Greet Service: A professional greeting and escort service through airport arrival or departure formalities, commencing at the earliest point permitted by airport and airline authorities.
• USA Airports: Any airport located within the United States of America.
• Canada Airports: Any airport located within Canada.
• Other Locations / All Other Airports: Any airport located outside the United States and Canada, including but not limited to European, Asian, Middle Eastern, African, and other international airports.
• Spain Airports: Any airport located within Spain (subject to additional booking notice requirements).
• Asia Airports: Any airport located within the Asian continent (subject to additional booking notice requirements).
• Service Order / Confirmation: A written confirmation, order, invoice, or itinerary issued by Platinum Aviation to the client containing service details, passenger information, and applicable charges.
• No-Show: The failure of a passenger to present at the confirmed meeting time and/or location, or the inability to utilize a confirmed service due to flight changes, delays, cancellations, immigration or border control issues, or any other circumstance – without an approved reschedule confirmed in writing by Platinum Aviation.
• Booking Party: Any individual, company, travel agent, tour operator, family member, assistant, or other third party who places a booking on behalf of a passenger.
• Client: The individual or entity who purchases or is the beneficiary of services provided by Platinum Aviation.
• Base Service Amount: The net service fee received by Platinum Aviation, excluding payment gateway charges, credit card processing fees, bank charges, currency conversion fees, taxes, and any other third-party fees not remitted to Platinum Aviation.
• Force Majeure: Any event beyond the reasonable control of Platinum Aviation, including but not limited to acts of God, natural disasters, pandemics, strikes, civil unrest, war, terrorism, government directives, or airport authority decisions.

3. SCOPE OF SERVICES & REGULATORY FRAMEWORK

Platinum Aviation coordinates and delivers premium Airport Services and Car Services subject to the regulatory authority of airports, airlines, immigration and security agencies, local laws, partner availability, and real-time operational capacity.

The following conditions apply to the scope and delivery of all services:

• Third-Party Authority: Access to fast-track immigration lanes, security channels, lounges, tarmac areas, jet bridges, airbridges, and other restricted zones is controlled exclusively by airport authorities, airlines, terminal operators, and/or government agencies. Such access may be modified, restricted, suspended, or revoked at any time without prior notice, and is entirely outside the control of Platinum Aviation.
• Best Efforts Standard: Platinum Aviation commits to using its best reasonable efforts to deliver all booked services as confirmed. However, Platinum Aviation does not and cannot guarantee specific processing times, queue durations, admission to any facility, or outcomes subject to third-party authority decisions.
• Regulatory Compliance: All services are delivered in full compliance with applicable airport regulations, airline procedures, security directives, and local legislation. Where regulatory requirements affect service delivery, Platinum Aviation’s obligation is to comply with such requirements, not to override them.
• Partner Delivery: Some services may be coordinated and delivered through a network of vetted local partners and agents. Platinum Aviation retains operational responsibility for service quality in accordance with these Policies.
• Terminal Facilities: Terminal facilities including but not limited to Wi-Fi, television, lounge equipment, and all other amenities are operated solely by the terminal or lounge operator. Platinum Aviation is not responsible for the condition, performance, or availability of any terminal facility.
• Service Pricing: All service prices, packages, and fees listed on the Platinum Aviation website and in Service Orders are set exclusively by Platinum Aviation.

4. BOOKING, CONFIRMATION & PAYMENT

4.1 Booking Channels

Bookings may only be placed through the following official channels:

• The official Platinum Aviation website
• Official email correspondence
• Official WhatsApp communication
• Authorized booking agents expressly approved by Platinum Aviation

Platinum Aviation does not accept or honor bookings made through any other channel.

4.2 Booking Confirmation

A booking is confirmed only when Platinum Aviation issues a written Service Order, confirmation, invoice, or itinerary to the client or booking party. Verbal confirmations, informal messages, or payment alone do not constitute a confirmed booking unless accompanied by an official Service Order from Platinum Aviation.

4.3 Payment

Unless otherwise agreed in writing by Platinum Aviation:

• Full payment is due at the time of booking via the official Platinum Aviation payment link.
• Platinum Aviation does not accept payment through unofficial or unverified channels.
• All orders and invoices issued by Platinum Aviation are considered valid and binding without a physical signature or stamp.

4.4 Agreement by Payment

By completing payment, the client irrevocably acknowledges and agrees to these Policies and all applicable cancellation, refund, and service terms as set out herein. No further signature, confirmation, or acknowledgment is required.

4.5 Pricing & Service Information

• Service pricing is based on the details provided by the client or booking party at the time of booking, including number of passengers, luggage details, flight information, scheduled time, and service location.
• Any changes to these details after booking confirmation may affect pricing and/or availability.
• Prices may be presented in USD, GBP, ILS, or other applicable currencies as indicated on the Service Order.
• All bank charges, payment processor fees, currency conversion fees, and foreign exchange costs are the sole responsibility of the client, unless expressly stated otherwise in the Service Order.

5. BOOKING NOTICE REQUIREMENTS & LATE BOOKING SURCHARGES

To ensure the highest quality of service and sufficient coordination time with airport authorities, airline partners, and security agencies, the following minimum advance booking notice requirements apply:

• Late Booking Acceptance: Bookings submitted within the applicable late booking window will be accepted subject to availability and operational capacity only. Acceptance is not guaranteed.
• Late Booking Surcharge: A surcharge of 35% of the base service amount will be applied to all bookings received within the applicable late booking window. This surcharge is non-refundable.
• Official Channel Requirement: All last-minute and late bookings must be requested exclusively through the official Platinum Aviation helpline. Contact details are set out in Section 24.

6. TARMAC SERVICE – SPECIAL TERMS

Tarmac Service is a premium offering that includes tarmac access, luxury VIP vehicle transport between the aircraft and the terminal, check-in assistance, security facilitation, passport control assistance, and all related arrival or departure formalities.

The following special terms apply exclusively to Tarmac Service bookings and are accepted unconditionally upon booking:

6.1 Vehicle & Resource Pre-Confirmation

Upon receipt of a Tarmac Service booking, Platinum Aviation immediately arranges and confirms a luxury VIP vehicle and a professional driver based on the flight details and schedule provided at the time of booking. These resources are reserved exclusively for the booked service.

6.2 Aircraft Parking Position

• The final parking position of an aircraft – whether at a remote stand (tarmac area) or at a jet bridge / airbridge connected to the terminal building – is determined exclusively by the airport operations team and relevant airline authorities.
• This determination is typically confirmed approximately 15 to 20 minutes before landing and is entirely beyond the control or influence of Platinum Aviation.

6.3 Service Delivery Conditions

• Remote Stand (Tarmac): If the aircraft parks at a remote stand, the Tarmac Service will be delivered as confirmed, including vehicle transport between the aircraft and the terminal.
• Jet Bridge / Airbridge: If the aircraft parks at a jet bridge or airbridge, the Tarmac Service cannot be delivered, as airport safety and security regulations strictly prohibit vehicle access to such areas.

6.4 No Refund for Jet Bridge Parking

⚠ CRITICAL NOTICE: As Platinum Aviation pre-confirms the vehicle, driver, and all associated arrangements at the time of reservation, no refund, reschedule, partial credit, or compensation of any kind will be offered in the event that the Tarmac Service cannot be delivered due to the aircraft parking at a jet bridge, airbridge, or any other restricted zone.

6.5 Client Acknowledgment

By completing a Tarmac Service booking, the client expressly confirms their understanding and irrevocable acceptance that:

• The inability to provide the Tarmac Service due to the aircraft’s parking position does not qualify for a refund, compensation, or reschedule of any kind.
• All arrangements are made in good faith based solely on the flight details provided by the client at the time of booking.
• The aircraft parking position is determined entirely by airport authorities and is wholly beyond Platinum Aviation’s control.

6.6 Tarmac Service – Cancellation & Rescheduling

Cancellation and rescheduling terms for Tarmac Service are set out in Section 11.4. All general cancellation timeframes applicable to USA/Canada airports also apply to Tarmac Service bookings at those locations.

7. OPERATIONAL SERVICE PROCESS – TIMING, STATIONS & MEETING POINTS

7.1 Departure Services – Meeting Time

For all departure services, the confirmed meeting time is exactly 2 hours before the scheduled flight departure time. Each booking covers a 2-hour service window. Any time required beyond the 2-hour service window will be charged separately and is subject to staff availability.

7.2 Arrival Services – Meeting Point

Our representative will meet the passenger at the earliest permitted location based on real-time airport and airline authority approvals. The representative will then escort the passenger through all required arrival formalities as efficiently as possible, in full compliance with airport regulations.

7.3 Meeting Point Policy – USA Airports (International Arrivals)

For international arrival services at USA airports:

• Meeting at the aircraft door, jet bridge, or airbridge is subject to airline procedures, airport regulations, and real-time operational approvals.
• These approvals may change at any time without prior notice and are entirely outside Platinum Aviation’s control.
• Our representative will meet the passenger at the earliest location permitted by airport and airline authorities and will ensure that the service commences before passport control, with the passenger subsequently escorted through all arrival formalities in full compliance with applicable regulations.

7.4 Early Arrival at Meeting Point

If a client arrives at the confirmed meeting point earlier than the scheduled service time, Platinum Aviation is not obligated to commence service early. If a greeter or concierge is available, early assistance may be provided at Platinum Aviation’s sole discretion. Otherwise, the client must wait until the confirmed service time.

8. GREETER / STAFF CONTACT POLICY

All communication relating to a booked service must be directed exclusively to Platinum Aviation through our official contact channels. Clients must not attempt to contact greeters, drivers, or on-ground staff directly.

8.1 Official Contact Channels

• USA: +1 (929) 884-1960
• USA: +1 (929) 563-2500
• UK: +44 7441 906762
• Email: contact@platinum-aviation.com

8.2 Greeter Contact Release

• Platinum Aviation does not share greeter or driver contact details in advance.
• Greeter contact details may be released at Platinum Aviation’s sole discretion:
  
  • Up to 1 hour before a scheduled arrival service.
  • Up to 3 hours before a scheduled departure service.
• Release of contact details is subject to Platinum Aviation’s operational discretion and is not guaranteed.

8.3 Greeter Availability

Greeters and on-ground staff primarily use radio communication during active operations and are frequently unavailable to receive direct phone calls. Clients must always contact Platinum Aviation directly rather than attempting to reach on-ground staff.

8.4 Policy Violation – Direct Contact

Any client, passenger, or booking party who attempts to contact a greeter or on-ground staff member directly – bypassing Platinum Aviation’s official communication channels – will be considered in violation of these Policies. In such cases, Platinum Aviation reserves the right to immediately cancel the service without refund and with full charges applied.

9. FLIGHT DELAYS, WAITING TIME & NO-SHOW POLICY

9.1 Service Scheduling

All services are scheduled strictly according to the original confirmed flight arrival or departure time and the agreed meeting time as set out in the Service Order.

9.2 Waiting Time Included

• Airport Services (Meet & Greet): Service coverage includes up to 2 hours from the originally scheduled arrival or pickup time as confirmed in the Service Order.
• Car Services: Airport pickup car services include up to 1 hour of waiting time from the flight’s scheduled arrival time.

9.3 Extended Waiting Time

• Any waiting time beyond the included window set out in Section 9.2 above will incur additional charges.
• Continuation of service beyond the included window is subject to staff and vehicle availability and cannot be guaranteed.
• Platinum Aviation cannot ensure the same greeter, driver, or team remains available beyond the original confirmed service slot.
• Any last-minute rescheduling resulting from extended delays will also include coordination fees.

9.4 No-Show – Definition & Consequences

A No-Show is declared in the following circumstances:

• The passenger fails to appear at the confirmed meeting point within the applicable waiting time window (2 hours for Airport Services; 1 hour for Car Services) from the original scheduled time.
• The passenger’s flight is delayed or cancelled and, as a result, the passenger cannot utilize the booked service, without an approved reschedule confirmed in writing by Platinum Aviation.
• No real-time flight updates are provided to Platinum Aviation prior to or during the waiting period.
• The driver attempts to contact the passenger without success during the applicable waiting window (Car Services).

Upon declaration of a No-Show:

• The service will be considered completed and cancelled.
• No refund will be issued.
• The full service fee will be charged.
• Platinum Aviation will not be held responsible for non-provision of service in such circumstances.

9.5 Airline-Related Delays

Platinum Aviation is not responsible for delays caused by airlines, flight schedule changes, air traffic control decisions, or any other airline or authority-related circumstance. No exceptions to the No-Show or waiting time policy will be made on the basis of airline-related delays. It is the client’s responsibility to monitor flight status and notify Platinum Aviation promptly of any confirmed changes.

10. CHANGES, RESCHEDULING & FLIGHT AMENDMENTS

10.1 Client-Initiated Changes

Platinum Aviation will endeavor to accommodate amendments to confirmed bookings, including changes to passenger names, passenger counts, flight details, and scheduled times, subject to:

• Operational availability and partner capacity at the time of the request.
• Compliance with airport authority and airline regulations.
• Payment of any applicable additional fees or surcharges.

All amendments must be submitted through official Platinum Aviation contact channels. Changes are not guaranteed and will be confirmed in writing if accommodated.

10.2 Airline & Authority-Initiated Changes

Airline schedule changes, gate changes, aircraft swaps, airspace restrictions, security alerts, or directives from airport or government authorities may affect service delivery. Platinum Aviation is not responsible for such changes but will use reasonable efforts to assist within the limits set by these Policies.

10.3 Effect of Flight Changes on Service Availability

If a passenger changes their flight or updates its timing after booking confirmation, this directly affects the scheduled service. All such changes are subject to availability and cannot be guaranteed. The specific consequences are detailed in Section 11.4.

11. CANCELLATION, REFUNDS & NO-SHOW POLICY

⚠ IMPORTANT: VIP airport services require advance coordination and security clearance with airport authorities. Operational processes are initiated immediately upon booking confirmation. Last-minute cancellations are therefore non-refundable as set out below.

11.1 Airport Services – Cancellation (All Airports)

11.2 Airport Services – Cancellation (USA & Canada Airports)

11.3 Car Services – Cancellation

Car Service – No-Show: If the passenger does not meet the driver or cannot be contacted within 1 hour from the flight’s scheduled arrival time, the service will be treated as a No-Show. No refund will be issued and the full service fee will apply. This includes all situations where the driver is present on location and makes reasonable attempts to contact the passenger without success.

11.4 Flight Change & Service Availability

If a passenger changes their flight or updates its scheduled time, the following terms apply:

For Meet & Greet Services:

For Tarmac Services:

11.5 Flight Delays or Cancellations

If a passenger’s flight is delayed or cancelled and, as a result, the passenger is unable to utilize the booked service, this event will be treated as a No-Show. The service will be non-refundable and the full service fee will be charged.

11.6 Passport Control & Border Control Issues

• If a passenger is denied entry into the country by passport control or border control authorities for any reason whatsoever, the service will be automatically terminated and the full service fee will be charged. The service is non-refundable under such circumstances.
• If a passenger is found to be carrying items prohibited from importation and is detained or stopped by border control authorities, the service will automatically terminate and the full service fee will be charged. The service is non-refundable in such cases.
• Delays, complications, or adverse outcomes at passport control or immigration are beyond Platinum Aviation’s control and do not constitute grounds for a refund.
• It is the sole responsibility of the client to ensure that all travel documentation – including passports, visas, permits, and entry authorizations – is valid, current, and compliant with all applicable immigration requirements prior to travel.

Please Note: Access to fast-track immigration and security channels is subject to change at any time based on the decisions of airport authorities and security agencies. Platinum Aviation’s team is committed to minimizing waiting times and facilitating the most expedited experience possible wherever operationally permissible.

11.7 Refund Calculations & Non-Recoverable Fees

⚠ IMPORTANT NOTICE ON REFUND CALCULATIONS: All refund calculations are based exclusively on the base service amount actually received by Platinum Aviation. The following are strictly non-refundable and will not be included in any refund calculation under any circumstances:

• Payment gateway charges
• Credit card processing fees (including the 5% credit card fee where applicable)
• Bank charges
• Currency conversion or foreign exchange fees
• Taxes or government levies
• Any other third-party charges not remitted to Platinum Aviation

11.8 Refund Process

Where a refund is determined to be eligible under these Policies, the following process applies:

• Refunds will be processed automatically to the original payment method used at the time of booking.
• Eligible refunds will be issued within a few business days of the determination of eligibility.
• Refunds are subject to the deductions specified in the applicable cancellation section and Section 11.7.

11.9 Cancellations Initiated by Platinum Aviation

In exceptional circumstances where Platinum Aviation is required to cancel a confirmed booking within 12 hours of the scheduled service time due to operational or unforeseen circumstances on Platinum Aviation’s part, the following applies:

• A refund of 75% of the base service amount will be processed to the original payment method within 5-7 business days; or
• The client may elect to retain the full paid amount as a credit applicable toward any future booking across Platinum Aviation’s global network of over 180 airports. Credits do not expire.

Please Note: This provision applies exclusively to cancellations initiated directly by Platinum Aviation due to operational circumstances on its part. Cancellations requested by the client, third-party booking agents, or arising from passenger no-shows, flight changes, flight delays, travel document issues, or any other client-side circumstance remain fully subject to the standard cancellation terms set out in this Section 11.

12. LAST-MINUTE BOOKINGS & SURCHARGES

Clients requesting service within the applicable advance booking notice period (as set out in Section 5) may submit a last-minute booking request exclusively through the official Platinum Aviation helpline.

The following conditions apply to all last-minute bookings:

• A surcharge of 25% of the total service cost will be applied to all last-minute bookings confirmed within 24 hours of the scheduled service time.
• For airports with extended booking notice requirements (USA, Canada, Spain, Asia), the applicable late booking surcharge of 35% of the base service amount as set out in Section 5 applies.
• Acceptance of all last-minute bookings is strictly subject to availability. Platinum Aviation does not guarantee the ability to fulfill last-minute requests.
• Last-minute booking surcharges are non-refundable.

13. DUPLICATE BOOKING POLICY

13.1 Definition

A duplicate booking is defined as any instance where a client, passenger, or third party acting on their behalf makes more than one booking for the same passenger for identical or substantially similar services at the same airport on the same date and time.

13.2 Non-Refund of Duplicate Bookings Within 72 Hours

Where a duplicate booking is identified within 72 hours of the scheduled service or departure time, no refund, cancellation credit, or compensation of any kind will be provided for any of the duplicate bookings. This position is firm and non-negotiable, as the services will have been confirmed, resources secured, and associated operational costs incurred.

13.3 Duplicate Bookings Outside 72 Hours

For duplicate bookings identified and cancelled outside the 72-hour window, a minimum deduction of 25% of the total booking amount with 5% CC (Credit Card Fee) will apply as an administrative and processing fee. Under no circumstances will a full (100%) refund be issued for a duplicate booking cancellation.

13.4 Client Responsibility

The client acknowledges and agrees that it is their sole responsibility to ensure the accuracy and uniqueness of each booking at the time of confirmation. Platinum Aviation will not be held liable for any losses, damages, or claims arising from duplicate bookings made by the client or any third party acting on their behalf.

14. THIRD-PARTY BOOKINGS

14.1 Binding Effect

If a booking is made on behalf of a passenger by a travel agent, tour operator, company representative, personal assistant, family member, friend, or any other third party, the booking, and all terms and conditions contained in these Policies, are fully binding on the passenger and all relevant parties.

14.2 Information Accuracy

The person making the booking is solely responsible for providing complete, accurate, and up-to-date information, including passenger names, contact details, flight information, travel details, and any special requirements. Platinum Aviation relies exclusively on the information provided at the time of booking and will not be held responsible for any failure, error, or degradation of service resulting from incorrect, incomplete, or missing information provided by a third-party booker.

14.3 Authorized Payment

If a passenger’s credit card or payment method is used to fund a booking made by a third party, the passenger expressly confirms that the third party is fully authorized to act on their behalf with respect to that booking and all associated financial obligations.

14.4 Dispute Resolution

Where any issue arises in connection with the booking process – including incorrect information, missed communications, booking errors, or other matters attributable to the third-party booker – the passenger must resolve such issues directly with the travel agent or person who made the booking. Platinum Aviation is not responsible for errors, omissions, miscommunications, or other acts or omissions of travel agents or third-party bookers.

14.5 Chargeback Prohibition

By using Platinum Aviation’s services, passengers and cardholders unconditionally agree not to file chargebacks, payment disputes, or bank reversals against Platinum Aviation for any issues resulting from the actions, errors, or omissions of a travel agent or third-party booker. All such disputes must be resolved directly with the booking party.

14.6 Cancellation Terms Apply Equally

All cancellation, refund, and no-show policies contained in these Policies apply equally to third-party bookings without exception:

• No cancellations within 72 hours for all Airport Services at USA and Canada airports.
• No cancellations within 72 hours for all Airport Services at other locations.
• No cancellations within 24 hours for Car Services.

15. BAGGAGE ASSISTANCE

Porter and baggage handling assistance is available as part of certain Airport Service packages. The following terms apply:

• Baggage assistance is subject to airport regulations, porter availability, and operational capacity at the time of service.
• Additional passengers or additional luggage beyond the quantities confirmed in the Service Order will incur additional charges. Refusal to pay applicable additional charges may result in the service being modified or terminated, with full charges applying to the original booked service.
• Platinum Aviation and its staff are not responsible for loss, damage, or delay to baggage caused by airline handling, airport baggage systems, security screening, or third-party porter services.

16. WHEELCHAIR ASSISTANCE POLICY

16.1 Provider

Wheelchair assistance at airports is provided exclusively by the operating airline. Platinum Aviation does not supply, own, or operate wheelchairs and cannot provide wheelchair assistance independently.

16.2 Client Obligation – Advance Airline Arrangement

Any passenger requiring wheelchair assistance must:

• Request wheelchair service directly with the airline well in advance of travel.
• Ensure that the wheelchair request is formally added to the flight booking (PNR) and is visible and confirmed within the airport’s operational system before the date of travel.

16.3 Consequences of Failure to Pre-Arrange

• If a passenger requires wheelchair assistance but has failed to request it through the airline in advance, Platinum Aviation will be unable to provide or coordinate wheelchair assistance under any circumstances.
• Platinum Aviation’s on-ground team can only coordinate wheelchair facilitation once the wheelchair service is confirmed and registered by the airline within the airport system.
• Where wheelchair assistance is required but not properly pre-arranged with the airline, the relevant service may be considered a No-Show and will be non-refundable.

16.4 Additional Greeter Requirement

Passengers who require wheelchair assistance must book an additional greeter agent to accompany and coordinate the wheelchair service. Wheelchair facilitation by Platinum Aviation cannot be confirmed or guaranteed without the booking of an additional accompanying agent.

16.5 Responsibility

The sole responsibility for ensuring wheelchair assistance is properly arranged with the airline prior to travel rests entirely with the passenger or booking party. Platinum Aviation accepts no liability for any failure, inconvenience, or additional costs arising from the failure to pre-arrange wheelchair assistance with the airline.

17. CLIENT RESPONSIBILITIES

By placing a booking with Platinum Aviation, the client and/or booking party accepts full responsibility for the following:

• Accuracy of Information: Providing complete, accurate, and current information at the time of booking, including passenger names, flight details, scheduled times, passenger counts, luggage information, and contact numbers. Services are arranged solely based on information provided by the client. Platinum Aviation does not independently verify flight details or supporting documents unless expressly agreed otherwise in writing.
• Service Failure Due to Inaccurate Information: If a service fails, is missed, or is arranged incorrectly due to inaccurate or incomplete information provided by the client or booking party, no refund will be issued and the full service fee will apply. All additional costs resulting from incorrect information are the sole responsibility of the client.
• Travel Documentation: Ensuring that all passengers hold valid and current travel documentation, including passports, visas, entry permits, and any other documentation required by applicable immigration and border control authorities.
• Airport & Security Compliance: Complying with all airport regulations, airline requirements, security directives, and applicable laws.
• Flight Monitoring: Actively monitoring flight status and promptly notifying Platinum Aviation through official contact channels of any confirmed changes to flight timing, routing, or passenger details, in accordance with the timelines set out in Section 11.

18. CONDUCT POLICY

Platinum Aviation staff, greeters, and drivers are professionals committed to delivering a premium, respectful service experience. The following conduct standards apply to all clients and passengers:

• Respectful Conduct: All clients and passengers are expected to treat Platinum Aviation staff, greeters, and drivers with courtesy and respect at all times.
• Immediate Termination for Misconduct: If a client or passenger behaves in a disrespectful, abusive, threatening, or harassing manner toward any Platinum Aviation staff member, the service will be immediately terminated. Full service charges will apply and no refund will be issued under any circumstances.
• Additional Passengers & Luggage: Any passengers or items of luggage presented beyond the quantities confirmed in the Service Order will incur additional charges. Refusal to pay applicable additional charges may result in cancellation of the service, with full charges applying to the original booking.

19. LOUNGES, PARTNERS & THIRD-PARTY PROVIDERS

19.1 Lounge Access

Access to airport lounges, private lounges, or any other premium facility offered as part of an Airport Service package is subject to:

• The individual rules, policies, capacity limitations, and operating hours of the lounge operator.
• Real-time availability at the time of service.

Lounge admission is not guaranteed by Platinum Aviation and is at all times subject to the final authority of the lounge or facility operator.

19.2 Third-Party Service Delivery

Platinum Aviation may deliver certain services through a network of vetted and approved local partners and agents. By placing a booking, the client consents to Platinum Aviation sharing necessary passenger details and booking information with such partners solely for the purpose of delivering the booked service.

19.3 Third-Party Limitations

Platinum Aviation is not liable for the independent acts, omissions, errors, or service failures of third-party lounge operators, airline partners, immigration or security agencies, or other entities whose services are accessed or facilitated as part of a booking.

20. LIMITATIONS OF LIABILITY

20.1 Exclusions

Platinum Aviation shall not be liable for any loss, damage, delay, failure, or additional cost arising from or attributable to:

• Airlines, including flight delays, cancellations, schedule changes, gate changes, or baggage handling.
• Airport authorities, government agencies, immigration, security, or border control authorities.
• Third-party lounge operators or facility managers.
• Strikes, industrial action, civil unrest, war, terrorism, or government directives.
• Weather events, natural disasters, or any other Force Majeure circumstances.
• Any other event beyond Platinum Aviation’s reasonable control.

20.2 Cap on Liability

Platinum Aviation’s total aggregate liability to a client in respect of any claim arising from or in connection with any booking or service shall not exceed the total amount paid by the client for that specific booking.

20.3 Exclusion of Consequential Loss

Under no circumstances shall Platinum Aviation be liable for any indirect, special, incidental, or consequential loss or damage of any nature, including but not limited to missed flights, missed connections, hotel costs, business losses, loss of earnings, or any other downstream cost or loss howsoever arising.

21. SERVICE QUALITY & COMPLAINTS

21.1 Commitment to Quality

Platinum Aviation is committed to delivering an exceptional, premium service experience at every touchpoint. We welcome all feedback and take service quality matters seriously.

21.2 Complaints Procedure

All service quality complaints or concerns must be submitted to Platinum Aviation within 7 days of the service date, including:

• Full booking details and Service Order reference.
• A clear and detailed description of the concern.
• Any supporting evidence or documentation where applicable.

Complaints submitted after the 7-day window may not be eligible for consideration.

21.3 Non-Refundable Complaints

Refunds will not be issued in the following circumstances:

• Subjective Dissatisfaction: Complaints based solely on personal expectations, subjective opinions regarding service style, or matters not objectively measurable against these Policies.
• Pre-Agreed Special Requests: Additional services such as in-terminal gifts, birthday arrangements, or surprises that were not formally communicated and confirmed in advance with Platinum Aviation will not be grounds for a complaint or refund if not delivered.
• Passport & Immigration Delays: Delays or adverse outcomes at passport control, immigration, or border control are beyond Platinum Aviation’s control and do not constitute a basis for a refund or complaint.
• Staff Misconduct Claims: Where a client terminates or disrupts service through their own conduct (see Section 18), no refund will be issued.

22. PRIVACY & DATA SHARING

22.1 Data Collection

Platinum Aviation collects and processes personal data provided at the time of booking, including but not limited to passenger names, contact information, travel details, and payment information, for the exclusive purpose of delivering the booked service and fulfilling contractual obligations.

22.2 Data Sharing

Necessary booking and passenger information may be shared with vetted operational partners, local agents, airport authorities, and airline partners solely to the extent required to deliver the confirmed service. Platinum Aviation does not sell personal data to third parties.

22.3 Payment Data

Payment information is processed through secure, third-party payment processors. Platinum Aviation does not store full credit card or payment details.

23. AGREEMENT & ACCEPTANCE OF TERMS

23.1 Binding Agreement

These Policies constitute a binding legal agreement between the client (and/or booking party) and Platinum Aviation / Platinum Airport VIP Ltd. By completing payment for any service, the client confirms their unconditional acceptance of all terms, conditions, policies, fees, and obligations contained herein.

23.2 No Signature Required

No physical signature, stamp, or additional acknowledgment is required for these Policies to be fully valid and enforceable. All orders and invoices issued by Platinum Aviation are considered valid and binding without a signature or stamp.

23.3 Amendments

Platinum Aviation reserves the right to amend, update, or revise these Policies at any time. The version of the Policies in effect at the time of booking confirmation shall govern the relevant booking.

23.4 Governing Framework

All bookings and services are governed by these Policies. Where multiple provisions could apply to the same situation, the provision offering the strongest protection to Platinum Aviation shall prevail.

24. CONTACT & SUPPORT

Platinum Aviation’s client support team is available 24 hours a day, 7 days a week.

For last-minute bookings, urgent operational matters, and time-sensitive amendments, clients are strongly advised to contact Platinum Aviation by phone through the numbers listed above.

© Platinum Aviation / Platinum Airport VIP Ltd. All rights reserved. These Policies are proprietary to Platinum Aviation and may not be reproduced, distributed, or published without express written authorization.