Application and Entire Agreement
1. These Terms and Conditions apply to the facilitation of airport meet and assist services (Services) by International Airport Concierge Limited a company registered in England and Wales under number 13489650 whose registered office is at 43 Carlton Way, Glazebrook, Warrington, Cheshire, United Kingdom, WA3 5BG (we or us or Company) to the person buying the services (you or Customer) and to the person receiving the services (the Client).
2. You are deemed to have accepted these Terms and Conditions when you accept a quotation, make a reservation request or from the date of any performance of the Services (whichever happens earlier) and these Terms and Conditions (the Contract) are the entire agreement between us.
3. You acknowledge that you have not relied on any statement, promise or representation made or given by or on our behalf. These Conditions apply to the Contract to the exclusion of any other terms that you try to impose or incorporate, or which are implied by trade, custom, practice or course of dealing.
4. In this agreement the following words are defined:
Interpretation
5. The headings in these Terms and Conditions are for convenience only and do not affect their interpretation.
6. Within this agreement, unless the context requires a different interpretation:
a. references to sub-clauses, clauses, schedules or appendices are to sub-clauses, clauses, schedules or appendices of this Agreement;
b. Words imparting the singular number shall include the plural and vice-versa.
c. a reference to a person includes firms, companies, government entities, trusts and partnerships;
d. “including” is understood to mean “including without limitation”;
e. reference to any statutory provision includes any modification or amendment of it;
f. “writing” or “written” will include e-mail unless otherwise stated.
g. “party” includes both the Customer and INTERNATIONAL AIRPORT CONCIERGE.
Your Obligations
7. You must co-operate with INTERNATIONAL AIRPORT CONCIERGE and its staff in all matters relating to the Services.
8. You must provide any and all relevant information, materials, properties and any other matters which we need to provide the Services including but not limited to those detailed in clause 23.
9. If you do not comply with clause 7 and 8, we can terminate the Services.
10. We are not liable for any delay or failure to provide the Services if this is caused by your failure to comply with the provisions of this section (Your obligations).
Services
11. INTERNATIONAL AIRPORT CONCIERGE is a facilitator of meet and assist services delivering airport assistance services (Meet and Assist) for arriving, departing or connecting passengers at London Heathrow and other airports both in the UK and overseas. The Company does not provide the Services itself but instructs third parties in accordance with the Customers request.
As part of your engagement with the Company, services will be provided through third parties, including Service Providers in the fields of aviation, transportation, specialised services, and more, all in accordance with the reservation request. It is clarified that your engagement with the Company, as well as the provision of services by the Company and/or by the Service Providers, are subject to these Terms and Conditions. When ordering services that involve third-party Service Providers, additional terms and conditions of the Service Providers may apply.
12. Meet and Assist services include a personal Greeter to provide the service.
13. INTERNATIONAL AIRPORT CONCIERGE shall facilitate the Services:
a) in response to each individual request submitted by a Customer; and
b) on a continuing basis from the effective date of any duly executed commercial or corporate agreement.
14. The Company shall facilitate the Services in accordance with generally recognised commercial practices, applicable industry standards, and all relevant laws and regulations, including those relating to data protection, anti‑bribery, and anti‑corruption.
15. INTERNATIONAL AIRPORT CONCIERGE and our suppliers / Service Partners hold all the necessary licenses and consents.
16. We warrant that we will use reasonable care and skill in our performance of the Services which will comply with any quotation, including any specification in all material respects.
17. We can make any changes to the Services which are necessary to comply with any applicable law, operational or safety requirement, and we will notify you if this is necessary.
18. In the event of any situational change at the airport that results in a variation or restriction to the required service, INTERNATIONAL AIRPORT CONCIERGE shall use reasonable endeavours to inform the Customer either at the time of enquiry, quotation, or confirmation, or, where a reservation has already been confirmed, within a reasonable timeframe following receipt of such information.
INTERNATIONAL AIRPORT CONCIERGE shall bear no liability for any delay, limitation, alteration, or failure in the performance of the Services arising from such situational changes, including but not limited to operational, security, strikes, regulatory, or airport‑mandated restrictions, whether or not prior notice is provided.
19. We will use our reasonable endeavours to complete the performance of the Services within the time agreed or as set out in the quotation; however, time shall not be of the essence in the performance of our obligations.
20. All of these Terms and Conditions apply to the supply of any goods as well as Services unless we specify otherwise.
Reservation Request or Enquiry
21. Reservations and enquires can be made via email to bookings@internationalairportconcierge.com or telephone +44 (0) 7387768014
22. By making a reservation, the Customer authorises the Company to act on their behalf and establish contractual relationships with the Service Providers as necessary.
23. The Customer will be required to provide certain personal information necessary for the Company and/or the Service Providers to deliver the services. The Customer is required to cooperate with INTERNATIONAL AIRPORT CONCIERGE and provide all the relevant information required to provide a quote and/or process a reservation. As a minimum this includes but not limited to; the number of Clients, the airport of service, the service option (arrival / departure / connection) service level (standard or VVIP), service date, flight number, flight route, class of travel, Client names, Client contact details and the amount of baggage expected. The Customer remains responsible for ensuring that all details provided are correct.
24. Reservations for services due to start in less than 48 hours will be considered a late reservation subject to an additional charge. This will be advised at the time of enquiry.
25. INTERNATIONAL AIRPORT CONCIERGE will endeavour to confirm services as quickly as possible.
26. By requesting a service or accepting a price quotation, the Customer acknowledges that such action does not constitute confirmation of a reservation. All reservations with the Company are expressly conditional and subject to availability by the Company and/or the Service Providers from whom the services are requested.
Accordingly, neither the Company nor any Service Provider shall be bound to fulfil any reservation until formal approval has been granted and communicated to the Customer via telephone and/or email.
Upon confirmation of a reservation, INTERNATIONAL AIRPORT CONCIERGE will issue written confirmation to the Customer via email. The Contract shall come into force only upon such confirmation.
The Company shall bear no liability whatsoever for any loss, cost, expense, delay, disruption, inconvenience, consequential loss, or reliance‑based actions arising from the Customer’s assumption that a reservation has been confirmed prior to receipt of written confirmation. This includes, without limitation, any third‑party arrangements, travel plans, or onward bookings made by the Customer or Client in anticipation of the service being provided.
27. A reservation for two or more Clients travelling together on the same flight implies their joint use in a group and within the same Service. Clients arriving on the same flight but connecting to different flights will be required to purchase individual services for each flight.
28. The Customer shall ensure that each person using the Service is aware of and accepts INTERNATIONAL AIRPORT CONCIERGE Terms and Conditions.
Service Duration
29. All UK standard meet and assist Services are for 3 hours, after which an additional fee will be charged per hour / part hour:
a. UK Arrival & Connection Services +3 hours from the flight scheduled time of arrival.
b. UK Departure Services -3 hours to the flight scheduled time of departure.
30. Services at overseas airports vary in duration and will be advised at the time of enquiry / reservation.
31. VVIP Departure Services, the Client must arrive at the designated VIP Suite within the minimum timeframe specified at the time of reservation to enable completion of all required check‑in formalities. INTERNATIONAL AIRPORT CONCIERGE shall bear no responsibility for any failure by the Client to arrive within the advised timeframe, including any resulting denial of check‑in or boarding.
32. Extended flight connections or layovers that involve two separate flight tickets, requiring the Client to clear customs, collect baggage, and re‑check in, shall be treated and charged as two distinct services—arrival and departure—due to the additional time and resources required to complete the process.
33. If a departing Client arrives at the airport earlier than the advised service timeframe, the Greeter may, at their discretion and subject to operational requirements, attempt to provide assistance prior to the scheduled start time; however, such early assistance cannot be guaranteed. Any additional time provided shall incur supplementary charges.
34. The Company reserves the right to cancel the Service if the Client does not arrive within the designated time slot or fails to arrive at the airport, except where INTERNATIONAL AIRPORT CONCIERGE has been notified of a delay and any applicable additional charges have been accepted by the Customer.
35. The Client is required to respect the check-in and gate closure times at the airport of service as specified by the respective airline. INTERNATIONAL AIRPORT CONCIERGE is not responsible for a Client arriving late to the airport which results in denied check in or boarding the aircraft.
36. The service will conclude once the Client has been accompanied to the previously agreed final point within the airport: boarding gate, arrivals area, VIP Lounge.
37. Any deviation from the agreed service duration shall incur additional hourly charges.
38. The use of a Meet and Assist Service does not exempt the Client from their obligation to proceed through the security / immigration checkpoints ahead of time for the departure of their relevant flights as regulated by their airline / airport authorities.
39. In such circumstances, including but not limited to late arrival, failure to attend, or any consequent refusal of check‑in or boarding by the airline or airport authorities, no refund, credit, or compensation shall be issued. Any new or alternative service required shall be treated as a separate reservation and charged accordingly.
Greeters
40. All our Service Partner Greeters hold the relevant security clearance to operate in an airport environment and will display airport issued identity cards baring their photograph.
41. All Greeters are trained in and comply with all relevant and required security and operational procedures, rules, regulations, policies, and regulatory obligations.
42. All Greeters will be smartly dressed in business attire and maintain maximum discretion.
43. At some locations, individual Greeter information will not be available. In such circumstances, the Company will provide the Customer with a duty office contact number as an alternative.
The unavailability of individual Greeter details may arise due to airport security policies, local regulatory restrictions, or operational requirements imposed by airport authorities or Service Providers. Such limitations are outside the control of the Company and do not constitute a failure to provide the Service. The Company shall not be held liable for any inconvenience, delay, or perceived reduction in service quality resulting from these operational constraints, and the Service shall be deemed fully delivered through the designated duty office or operational team.
44. Greeter airside access at some airports may be subject to security restrictions. The Company will advise the Customer of any such restrictions at the time of enquiry or reservation.
Where airside access is restricted, the Company will endeavour continuity of service provision through alternative approved operational procedures, personnel, or designated meeting points, and the Service shall be deemed fully delivered in accordance with the reservation.
45. Greeters will identify themselves by displaying a sign at the arrival or departure meeting point showing the name of the Client or any other reference/alias that has been requested.
46. Greeters cannot go on board the aircraft itself, to assist a customer, on either an arrival or departure service, even if this is requested by the Customer or Client.
46. Greeters are prohibited from holding infants or assuming responsibility for infants and children, including handling pushchairs or prams. Furthermore, Greeters are neither trained nor insured to push or operate wheelchairs.
Communication
47. Customers must provide a contact telephone number for the Client, their driver (where applicable), or another representative travelling, at the time of reservation. Where this is not possible a contact number should be provided no less than 6 hours prior to the service start time to meet service requirements.
48. INTERNATIONAL AIRPORT CONCIERGE shall not be held liable for any service failure resulting from the Customer’s failure to provide driver or Client contact details in advance.
49. INTERNATIONAL AIRPORT CONCIERGE and its Service Partner Greeters shall communicate with Customers solely for the purpose of delivering the Services or providing customer assistance.
50. Customers will be advised of the name and contact telephone number of their assigned Greeter in advance of the service date. It is the responsibility of the Customer to ensure that the Greeter details have been provided to the Client in advance of the service date.
51. Where individual greeter details cannot be provided, the Company shall instead supply a designated duty office or hotline number. (Refer to Clause 43)
52. Where Clients are instructed to contact a designated telephone number prior to arriving at the airport, compliance with this requirement shall remain the sole responsibility of the Customer and/or Client.
53. The Greeter or the airport operations department may contact the Client or any nominated driver prior to the service using the telephone number provided at the time of reservation, for the purpose of introducing themselves and confirming the meeting arrangements. Contact methods include telephone, SMS and messaging services.
54. The Client, their driver (where applicable), or any designated representative whose telephone contact number has been provided as the primary point of contact shall be responsible for responding promptly and acknowledging all communications received from either the assigned Greeter or the airport operations department.
55. Failure to respond to the Greeters pre-service contact may result in operational delays, including but not limited to delayed deployment of Greeters, increased waiting times, or reduced service availability. In such circumstances, no refund, credit, or compensation shall be issued, and any replacement or alternative service will be treated as a new reservation and charged accordingly.
INTERNATIONAL AIRPORT CONCIERGE shall bear no liability for any delay, disruption, or limitation in service delivery arising from the Customer’s or Clients failure to comply with this requirement.
Meeting Point
56. Standard airport meeting points:
a. For Arrivals and Connection Services, Clients will be met at the end of the jet bridge or at the entrance to Immigration, unless an alternative meeting point has been advised in advance.
b. Where an aircraft is parked at a remote stand and Clients are transported by bus to the terminal, the designated meeting point shall be the bus drop‑off area or the entrance to Immigration, unless an alternative meeting point has been communicated and agreed in advance
c. For Departure Services, Clients shall meet their assigned Greeter at the terminal vehicle drop‑off area (departures level) or at any other location expressly agreed in advance, including but not limited to the airport rail station or an information desk, unless an alternative meeting point has been duly communicated and approved.
d. USA International Flight Arrivals(Certain airports / services) : In line with regulations imposed by the United States Customs and Border Protection (CBP) and other applicable federal authorities, third‑party agents are strictly prohibited from entering or operating within the airside arrival, secure, and restricted customs inspection zones at U.S. airports.
As a result, Greeters are unable to meet Clients at the aircraft gate upon arrival from any international flight.
For international arrivals into the United States, the Meet & Assist Service shall commence only after the Client has fully cleared U.S. Customs and Border Protection, collected their baggage and entered the public landside arrivals hall, outside customs and immigration control.
57. Due to the operational nature of airports, arrival flights may be subject to last‑minute gate changes. The Greeter shall use reasonable endeavours to attend the revised gate as promptly as operationally possible; however, no guarantee can be given that additional waiting time will not occur. Should Clients be unable to locate the Greeter, they shall contact the Company’s emergency telephone number at +44 (0) 7938 704682. The Greeter shall also use reasonable endeavours to contact the Client on the telephone number provided in order to advise of any such change.
58. Any variation to the above standard meeting points will be advised will be advised at the time of enquiry / reservation.
59. If the Service is booked for multiple Clients travelling together on the same flight, all must be at the meeting point at the scheduled time. If any of the Clients do not arrive within 15 minutes of the meeting time, the Company reserves the right to cancel the Service.
60. In the event that a Client cannot locate the Greeter, please, please call our emergency contact number on +44 (0) 7938 704682.
61. If a Client cannot be located, the Greeter shall wait for a reasonable period of time before standing down.
Baggage Handling
62. The Client shall remain solely responsible for all personal belongings, including both hold and cabin baggage, for the full duration of the Service.
63. Unless expressly confirmed at the time of enquiry or reservation that baggage assistance forms part of the Service, INTERNATIONAL AIRPORT CONCIERGE and its Service Partners shall have no obligation to handle, carry, or otherwise assist with any Client baggage and are not insured to do so, including in respect of both checked and cabin baggage.
64. In accordance with applicable security requirements, Clients must not leave their baggage unattended and must retain their belongings in their possession at all times, particularly when passing through security screening.
65. Baggage porter services, where available, may be pre‑booked by the Client for an additional fee.
Security – Immigration – Customs Checkpoints (Including Fast Track / Priority)
66. Under no circumstances does a use of the Services exempt Clients from the requirement to comply with security, immigration and customs regulations, which apply equally at all airport checkpoints.
67. Clients remain fully responsible to follow all applicable security, customs and immigration regulations.
68. When accessing airport checkpoints, Clients must follow the instructions of the relevant authorities’ personnel including during baggage and personal searches.
69. We will advise those airports where Security and / or Immigration fast track is included as part of the service the time of enquiry / reservation.
70. Security / Immigration including any Fast Track Lanes and airside access are subject to each individual airport’s operational restrictions.
71. INTERNATIONAL AIRPORT CONCIERGE does not guarantee that fast-track priority lanes will be available at all airports, nor that their processing time will be shorter than standard lanes or e-gates. In the event of closures or significant delays at priority channels, Greeters will make every effort to assist Clients in moving through the process as quickly as possible.
72. At airports where security and/or immigration fast track is available but not included as part of the Meet and Assist service, this will be considered an additional service and an additional charge applied.
73. At airports where security and/or immigration fast track is available, but the option has not been requested / booked by the Client access to the fast-track lane will not be permitted under any circumstances. Clients will be required to use the standard security and/or immigration channels.
74. At airports where official fast track lanes are not available or fast track is not permitted by the airport authorities, the Greeters will assist Clients as much as possible to expedite the process where able, and in line with the local government and airport authorities’ regulations. However, there may be a requirement to queue.
75. Greeters shall escort Clients through security or immigration checkpoints solely where such access is expressly permitted by the relevant airport authorities.
76. The Company does not provide passport and visa information or advice and accepts no liability for delays for any Clients refused access resulting from insufficient or out of date immigration documentation.
Check-in & Boarding
77. Greeters shall provide assistance with check-in formalities utilising the most efficient option available, determined by the Client’s ticket type, class of travel, and any applicable frequent flyer status.
78. INTERNATIONAL AIRPORT CONCIERGE does not warrant or represent that priority service will be available at check‑in or during the boarding process, and no guarantee of expedited processing is provided under any circumstances.
79. For security and regulatory compliance, Greeters are strictly prohibited from boarding any aircraft to provide assistance, whether for arrival or departure services, regardless of any request made by the Customer or Client.
Special Assistance / Reduced Mobility
80. The provision of Meet and Assist services does not eliminate the requirement for Clients to arrange any special medical assistance directly with the airline. INTERNATIONAL AIRPORT CONCIERGE is not authorised to book or facilitate such services on behalf of Clients.
81. Special assistance services, including the provision of wheelchairs, shall be arranged and delivered exclusively by the airline or airport through appropriately trained personnel. Greeters will liaise with such service providers to facilitate a seamless and efficient airport experience for the Client.
82. Greeters are unable to directly assist with or handle any mobility requirement or equipment including wheelchairs.
83. The Customer shall ensure that INTERNATIONAL AIRPORT CONCIERGE is made aware at the time of reservation of any special medical related assistance requested with the airline.
Golf Buggies / Carts & Tarmac Transfers
84. Golf buggies / carts and tarmac transfers (airside car services from / to the aircraft) are available at selected airports only. This will be advised at the time of enquiry and / or reservation.
85. Owing to operational constraints within airports, certain gates may not permit access by golf buggies, carts, or tarmac transfer vehicles. As gate allocation is determined solely by airport authorities, it is not possible to confirm accessibility in advance. Consequently, the availability of golf buggies, carts, and tarmac transfers remains subject to operational conditions on the day of service, and no guarantee of provision is offered.
86. In the event that golf buggies, carts, or tarmac transfer vehicles are unavailable or unable to access the designated gate, Clients shall be required to proceed on foot and/or utilize any automated people mover facilities provided by the airport.
87. No refunds shall be issued in the event that golf buggies, carts, or tarmac transfer services are unavailable or unable to access the designated gate. This condition applies equally in circumstances where the aircraft is positioned at a jet bridge rather than a remote gate.
Airline & Airport Executive Lounges
88. UK Services (excluding VVIP services) do not include access to an airside executive / airline lounge.
89. Overseas services that include lounge access will be advised at the time of enquiry / reservation.
90. Where available lounge access may be booked as an additional service and an additional charge applied.
91. All Lounge services are operated by third party Service Providers. Clients remain responsible for ensuring that they are abiding by the terms of entry for a specific lounge, including those booked via INTERNATIONAL AIRPORT CONCIERGE as an additional service.
92. INTERNATIONAL AIRPORT CONCIERGE and its Greeters are unable to facilitate access to airline lounges for non-eligible Clients.
93. Greeters are unable to make payment on behalf of Clients for same day lounge bookings made at the airport.
Service Fees
94. All Service Fees are exclusive of VAT and any other taxes or levies imposed by any competent authority, unless expressly stated otherwise.
95. The Service Fees for the Services shall be charged on a time‑and‑materials basis for all Services performed in the United Kingdom and overseas.
96. Additional fees shall apply in respect of any service‑duration extensions, amendments to an existing reservation, night‑time Services, public holidays, late reservation requests, ancillary services including baggage porter, tarmac transfers, late reservation requests, fast track vouchers and lounge access. Such charges shall vary by destination and shall be notified to the Customer when applicable.
97. Fees for any additional services or surcharges requested or undertaken before, during, or after the Service, and not specified in the original quotation or invoice, shall be payable in accordance with the Company’s applicable rates in effect at the time-of-Service delivery.
98. The Customer shall pay for any additional services supplied by the Company that are not specified in the quotation, in accordance with the Company’s applicable fees in effect at the time of performance, or such other fee as may be mutually agreed.
99. In addition to the Service Fees, the Company may recover from the Customer all incidental expenses incurred in the performance of the Services, including but not limited to the cost of third‑party services and the cost of any materials required for the provision of the Services.
100. INTERNATIONAL AIRPORT CONCIERGE reserves the right to increase its Service Fees and/or charges at any time.
Cancellation and Amendment
101. All UK service reservations that are cancelled or amended within 48 hours of the scheduled flight arrival or departure service start time shall be non‑refundable. For the purposes of this clause, the commencement time of any UK departure service is defined as three (3) hours prior to the scheduled time of flight departure
102. The cancellation policies applicable to services provided outside the United Kingdom shall be communicated to the Customer at the time of enquiry or reservation.
103. INTERNATIONAL AIRPORT CONCIERGE shall bear no liability for any delay, disruption, or failure in performance arising from circumstances outside its reasonable control, including but not limited to flight delays or diversions, disruptions to check‑in or immigration procedures, and delays in baggage reclaim.
104. Should the Customer wish to amend any aspect of the Service, the Customer must notify the Company in writing at the earliest opportunity. Any additional costs arising from such amendments shall be communicated prior to the commencement of the Service and shall be incorporated into the applicable Fees and invoiced accordingly.
105. In the event that INTERNATIONAL AIRPORT CONCIERGE is required to alter the Services or the manner in which they are provided due to circumstances beyond its reasonable control, including those described in the clause titled Circumstances Beyond a Party’s Control, the Company shall notify the Customer without undue delay and shall use reasonable endeavours to minimise the extent of such changes.
Delays (Please Also Refer To Circumstances Beyond a Party's Control)
106. Any variation to the scheduled service times shall incur additional hourly fees. Where a flight arrives earlier than scheduled, is cancelled, or is delayed, INTERNATIONAL AIRPORT CONCIERGE shall use reasonable endeavours to provide a Greeter, subject to resource availability. Additional charges shall apply in all such circumstances.
107. In the event of a flight delay affecting a departure service, the Greeter shall remain on duty for the originally contracted service duration based on the flight’s scheduled time of departure. A request to extend the service may be made; however, such extension shall remain subject to availability and operational resources. Additional hourly fees shall apply to any approved extension.
108. In the event of a flight delay affecting an arrival service, INTERNATIONAL AIRPORT CONCIERGE shall use reasonable endeavours to provide coverage, subject always to the availability of resources. Any request for a service extension shall be considered subject to availability, and additional hourly delay charges shall apply.
109. Flights that are cancelled or rescheduled to the following day shall be treated as a service cancellation, and all associated fees shall be non‑refundable. A new reservation will be required for any re‑scheduled service and will remain subject to availability.
110. INTERNATIONAL AIRPORT CONCIERGE accepts no liability for any delay or for any loss, cost, or expense incurred by the Customer arising from the actions of third parties, including, without limitation, Customs or Immigration Authorities at any airport. The Customer acknowledges that they are solely responsible for ensuring compliance with all applicable governmental regulations relating to entry into and exit from all airports, including ensuring that all required documentation is valid, complete, and compliant with any applicable conditions.
Service Concerns
111. INTERNATIONAL AIRPORT CONCIERGE shall promptly notify the Customer of:
a. any delays or operational issues arising from time to time in the provision of the Services of which we become aware;
b. any circumstances that may prevent the Services from being delivered in accordance with this Agreement, together with any practicable recommendations for mitigating or avoiding such circumstances; and
c. any complaint (whether written or verbal) or other matter that comes to our attention which we reasonably believe may give rise to loss or a potential claim against the Customer, or which may result in adverse publicity for the Customer.
112. The Customer shall, without prejudice to any of its rights or remedies, promptly notify INTERNATIONAL AIRPORT CONCIERGE of any defects in the performance of the Services as soon as reasonably practicable after such defects come to the Customer’s attention.
113. Upon receiving notice of any defect in the provision of the Services—whether reported by the Customer or otherwise identified by INTERNATIONAL AIRPORT CONCIERGE—we shall, without limiting any other rights or remedies available to the Customer, use reasonable endeavours to provide such further Services as are necessary to remedy the defect as soon as reasonably practicable and/or issue the Customer with an appropriate credit against the Service Fees.
Circumstances Beyond a Party's Control
114. Neither party shall be liable for any failure or delay in the performance of its obligations under this Agreement where such failure or delay is caused by an event beyond that party’s reasonable control. Such events include, without limitation, last‑minute gate changes, flight cancellations or delays, airport or airspace closures, power failures, Internet service interruptions, industrial action, civil unrest, fire, flood, adverse weather conditions, natural disasters, acts of terrorism, acts of war, epidemics, pandemics, governmental action, or any other circumstance of a similar nature outside the reasonable control of the affected party. In any such circumstances, either party shall be entitled to terminate or cancel the Services to be performed under this Agreement.
Complaints
115. INTERNATIONAL AIRPORT CONCIERGE welcomes any feedback regarding our performance and services. Please contact bookings@internationalairportconcierge.com in writing no later than 30 days after the service date.
Payment
116. An invoice for the Service(s) shall be issued by INTERNATIONAL AIRPORT CONCIERGE immediately after the Service has been completed.
117. The Customer agrees to pay all Fees due including any applicable taxes to INTERNATIONAL AIRPORT CONCIERGE in full by the due date specified on the invoice.
118. The Customer further agrees to pay in full for any additional Services, ancillary products, surcharges, amendments, or cancellation‑related charges requested by the Customer or Client prior to or during the Service. Such charges may be invoiced separately, and the same payment terms shall apply.
119. The Customer remains fully liable to settle all invoices issued by INTERNATIONAL AIRPORT CONCIERGE, irrespective of whether the Customer has sought or obtained reimbursement from the Client for any part of the Services.
120. Without prejudice to any statutory right or other remedy available to us, any overdue amount shall accrue interest at a rate of 8% per annum above the Bank of England base lending rate, calculated daily, until payment is received in full.
121. If the Customer disputes any amount on an invoice, the Customer must notify INTERNATIONAL AIRPORT CONCIERGE immediately in writing, setting out the nature of the query or dispute. Both parties shall use reasonable endeavours to resolve the matter promptly.
122. If the Customer fails to provide such notice, or if the dispute is not resolved by the payment due date for any reason, the Customer shall pay the invoice in full. After due investigation, INTERNATIONAL AIRPORT CONCIERGE will promptly refund any amount found to have been incorrectly charged.
123. All amounts due under this Agreement shall be paid in full and without deduction, except where a deduction is required by law. Neither party shall be entitled to assert any set‑off, counterclaim, or withholding to justify non‑payment of any amount due.
124. Failure by the Customer to pay any invoice when due may result in the suspension of Services and the cancellation of any future Services already ordered or arranged.
125. All undisputed sums payable to INTERNATIONAL AIRPORT CONCIERGE for Services supplied prior to the date of termination shall become immediately due and payable upon termination.
126. All payments must be made in British Pounds (GBP) unless otherwise agreed in writing between the parties.
127. Payment must be made by credit / debit card using the link provided with the invoice or BACS bank transfer.
128. All payment handling transaction fees remain the responsibility of the Customer.
Sub-Contracting And Assignment
129. INTERNATIONAL AIRPORT CONCIERGE can at any time assign, transfer, charge, subcontract or deal in any other manner with all or any of our rights under these Terms and Conditions and can subcontract or delegate in any manner any or all of our obligations to any third party.
130. If INTERNATIONAL AIRPORT CONCIERGE arranges for a third party to provide products or services to you (including, for example, porter services or chauffeur vehicles) and issue confirmation in respect of such products or services, we do so solely in the capacity of your agent. We make no representation or warranty that any products or services supplied by third parties will conform precisely to their descriptions.
131. The Customer, without our prior written consent, assign, transfer, charge, subcontract or deal in any other manner with all or any of your rights or obligations under these Terms and Conditions.
Termination
132. INTERNATIONAL AIRPORT CONCIERGE can terminate the provision of the Services immediately if you:
a. commit a material breach of your obligations under these Terms and Conditions; or
b. fail to make pay any amount due under the Contract on the due date for payment; or
c. are or become or, in our reasonable opinion, are about to become, the subject of a bankruptcy order or take advantage of any other statutory provision for the relief of insolvent debtor; or
d. enter into a voluntary arrangement under Part 1 of the Insolvency Act 1986, or any other scheme or arrangement is made with its creditors; or
e. convene any meeting of your creditors, enter into voluntary or compulsory liquidation, have a receiver, manager, administrator or administrative receiver appointed in respect of your assets or undertakings or any part of them, any documents are filed with the court for the appointment of an administrator in respect of you, notice of intention to appoint an administrator is given by you or any of your directors or by a qualifying floating charge holder (as defined in para. 14 of Schedule B1 of the Insolvency Act 1986), a resolution is passed or petition presented to any court for your winding up or for the granting of an administration order in respect of you, or any proceedings are commenced relating to your insolvency or possible insolvency.
133. Upon termination or expiry of this Agreement:
a. The Customer shall immediately pay to INTERNATIONAL AIRPORT CONCIERGE all outstanding, undisputed invoices relating to Services already provided, together with any applicable interest. For Services that have been delivered but not yet invoiced, the Supplier may issue an invoice, which shall be payable within 30 days of the invoice date.
b. INTERNATIONAL AIRPORT CONCIERGE shall promptly refund to the Customer any applicable pre‑payments made in respect of Services that have not been supplied.
134. The termination or expiry of this Agreement shall not affect any rights, remedies, obligations, or liabilities of either party that have accrued up to the date of termination or expiry, including the right to claim damages for any breach of this Agreement which existed at or before that date.
135. Except as expressly provided in this Agreement, neither party shall have any further obligation to the other following termination of this Agreement.
Liability and Indemnity
136. Our liability under these Terms and Conditions, and in breach of statutory duty, and in tort or misrepresentation or otherwise, shall be limited as set out in this section.
137. The total amount of our liability is limited to the total amount of Fees payable by you under the Contract.
138. INTERNATIONAL AIRPORT CONCIERGE are not liable (whether caused by our employees, agents or otherwise) in connection with our provision of the Services or the performance of any of our other obligations under these Terms and Conditions or the quotation for:
a. any indirect, special or consequential loss, damage, costs, or expenses or;
b. any loss of profits; loss of anticipated profits; loss of business; loss of data; loss of reputation or goodwill; business interruption; or other third-party claims; or
c. any failure to perform any of our obligations if such delay or failure is due to any cause beyond our reasonable control; or
d. any losses caused directly or indirectly by any failure or your breach in relation to your obligations; or
e. any losses arising directly or indirectly from the choice of Services and how they will meet your requirements or your use of the Services or any goods supplied in connection with the Services.
139. You must indemnify us against all damages, costs, claims and expenses suffered by us arising from any loss or damage to any equipment (including that belonging to third parties) caused by you or your agents or employees.
140. Nothing in these Terms and Conditions shall limit or exclude our liability for death or personal injury caused by our negligence, or for any fraudulent misrepresentation, or for any other matters for which it would be unlawful to exclude or limit liability.
Intellectual Property
141. INTERNATIONAL AIRPORT CONCIERGE reserve all copyright and any other intellectual property rights which may subsist in any goods supplied in connection with the provision of the Services.
142. INTERNATIONAL AIRPORT CONCIERGE reserve the right to take any appropriate action to restrain or prevent the infringement of such intellectual property rights.
Data Protection
143. When supplying the Services to the Customer, the INTERNATIONAL AIRPORT CONCIERGE may gain access to and/or acquire the ability to transfer, store or process personal data of employees and Clients of the Customer.
144. The parties agree that where such processing of personal data takes place, the Customer shall be the 'data controller' and the INTERNATIONAL AIRPORT CONCIERGE shall be the 'data processor' as defined in the General Data Protection Regulation (GDPR) as may be amended, extended and/or re-enacted from time to time.
145. For the avoidance of doubt, 'Personal Data', 'Processing', 'Data Controller', 'Data Processor' and 'Data Subject' shall have the same meaning as in the GDPR.
146. INTERNATIONAL AIRPORT CONCIERGE shall only Process Personal Data to the extent reasonably required to enable it to supply the Services as mentioned in these Terms and Conditions or as requested by and agreed with the Customer, shall not retain any Personal Data longer than necessary for the Processing and refrain from Processing any Personal Data for its own or for any third party's purposes.
147. INTERNATIONAL AIRPORT CONCIERGE shall not disclose Personal Data to any third parties other than employees, directors, agents, sub-contractors or advisors on a strict 'need-to-know' basis and only under the same (or more extensive) conditions as set out in these Terms and Conditions or to the extent required by applicable legislation and/or regulations.
148. INTERNATIONAL AIRPORT CONCIERGE shall implement and maintain technical and organisational security measures as are required to protect Personal Data Processed by the Service Provider on behalf of the Customer.
149. Further information about the INTERNATIONAL AIRPORT CONCIERGE approach to data protection are specified in its Data Protection Policy. The policy can be found on our website. For any enquiries or complaints regarding data privacy, you can email: juliette@internationalairportconcierge.com.
Confidentiality
150. Each party shall use the Confidential Information solely for the purpose of fulfilling its obligations under this Agreement and shall not disclose such information except in the following circumstances:
a. where disclosure is required by law, court order, or any governmental or regulatory authority;
b. to the party’s employees, officers, sub‑contractors, representatives, or professional advisers who have a legitimate need to know the information for the purpose of performing obligations under this Agreement, provided that such persons use the information only for that purpose and do not disclose it further;
c. where the information has entered the public domain other than through a breach of this Agreement by that party or any of its employees, officers, sub‑contractors, representatives, or advisers;
d. where the information was lawfully in the receiving party’s possession on a non‑confidential basis prior to disclosure under this Agreement; or
e. where the information has been independently developed by or for the receiving party without reference to the Confidential Information and is received from a person who is not the disclosing party.
Anti-bribery and Anti-corruption
151. INTERNATIONAL AIRPORT CONCIERGE, together with its agents, subcontractors, consultants, and employees, shall:
a. comply with all applicable laws, regulations, statutes, and industry codes relating to anti‑bribery and anti‑corruption, including but not limited to the Bribery Act 2010;
b. refrain from committing any offence under sections 1, 2, or 6 of the Bribery Act 2010;
c. comply with all relevant industry standards and codes of practice relating to anti‑bribery;
d. maintain, implement, and enforce throughout the term of this Agreement appropriate policies and procedures designed to ensure full compliance with all applicable Bribery Laws and Anti‑Bribery Policies; and
e. promptly notify the Customer of any request or demand for any improper financial or other advantage of any kind received by INTERNATIONAL AIRPORT CONCIERGE in connection with the performance of this Agreement
None-Circumvention
152. During the term of this Contract, both parties hereby acknowledge and agree that the provisions of this clause shall extend to and bind all associates, employees, consultants, and advisers of each party.
153. Both parties further agree as follows:
a. Non‑circumvention: Neither party shall deliberately or knowingly circumvent the other in any commercial or business arrangements involving clients, suppliers, distributors, brokers, dealers, business partners, sources, technology owners, subcontractors, financial institutions, or subsidiaries.
b. Non‑interference: Each party shall conduct itself in a manner that does not adversely affect the contractual or business relationships of the other party, including refraining from persuading or attempting to persuade any such business relations to cancel, alter, or refuse future dealings with the other party.
c. Prohibited Conduct: Each party warrants that it shall not, at any time, intentionally or knowingly:
Communications
154. All notices under these Terms and Conditions must be in writing and signed by, or on behalf of, the party giving notice (or a duly authorised officer of that party).
155. Notices shall be deemed to have been duly given:
a. when delivered, if delivered by courier or other messenger (including registered mail) during the normal business hours of the recipient;
b. when sent, if transmitted by fax or email and a successful transmission report or return receipt is generated;
c. on the fifth business day following mailing, if mailed by national ordinary mail; or
d. on the tenth business day following mailing, if mailed by airmail.
156. All notices under these Terms and Conditions must be addressed to the most recent address, email address or fax number notified to the other party.
No waiver
157. No delay, act or omission by a party in exercising any right or remedy will be deemed a waiver of that, or any other, right or remedy nor stop further exercise of any other right, or remedy.
Severance
158. If one or more of these Terms and Conditions is found to be unlawful, invalid or otherwise unenforceable, that / those provisions will be deemed severed from the remainder of these Terms and Conditions (which will remain valid and enforceable).
Law and Jurisdiction
159. These Terms and Conditions shall be governed by and interpreted according to the law of England and Wales and all disputes arising under the Terms and Conditions (including non-contractual disputes or claims) shall be subject to the exclusive jurisdiction of the English and Welsh courts.
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