Terms and Conditions

Effective Date: July 20th, 2023

Table of Contents

• 1. Introduction
• 2. Acceptance of Terms
• 3. Service Overview
• 4. Important Notes
• 5. Booking and Payment
• 6. Service Availability
• 7. Changes to Bookings
• 8. No-Show Policy
• 9. Liability and Force Majeure
• 10. Indemnification
• 11. Complaints
• 12. Cancellation & Modification Policy
• 13. Governing Law
• 14. Updates to These Terms
• 15. Contact Information

1. Introduction

This document governs the contractual relationship between you (“you” or “the Customer”) and Airporteo Tourism W.L.L. (“we,” “us,” or “our”), PO Box 11356, Doha, Qatar. By accessing or using our services, you confirm that you have read, understood, and agreed to this unified set of Terms and Cancellation Policy.

2. Acceptance of Terms

By booking or using any of our services, you agree to be bound by these Terms. If you do not agree with any part of them, you must not use our services.

3. Service Overview

Airporteo Tourism W.L.L. provides VIP assistance, meet-and-greet, and porter services at select international airports, in partnership with independent third-party service providers (“Suppliers”). Services may include expedited airport processes, dedicated escorting, porter assistance, and lounge access depending on the specific airport and local regulations.

We make every effort to ensure service quality but cannot guarantee availability or specific outcomes due to external authorities such as immigration, customs, and airport regulations.

4. Important Notes

• Our services cannot be used to bypass official procedures like immigration, customs, or security checks.
• Customers are responsible for carrying valid travel documents and managing personal belongings.
• Booking submission or payment does not constitute confirmation. Written confirmation is provided separately.
• Services booked within 24 hours of the requested time are final and non-refundable once confirmed.

5. Booking and Payment

5.1 Booking

• All bookings must be made via our website or customer support.
• Customers must be at least 18 years old or have legal guardian consent.
• Bookings are non-transferable and only valid for the named customer and selected service.

5.2 Payment

• Full payment is required to confirm a booking.
• Prices may change without prior notice.
• We accept the major payment methods listed on our checkout page.

6. Service Availability

Services are subject to availability and confirmation. Bookings are only considered valid once confirmed in writing.

7. Changes to Bookings

• To request modifications (e.g., date, flight, number of passengers), contact our support team.
• Changes are subject to availability and may incur fees.
• Modifications within 24 hours of service may incur up to 100% of the service cost.
• Customers are responsible for providing accurate booking details. We are not liable for service issues caused by incorrect or missing information.

8. No-Show Policy

Failure to appear for a confirmed service without prior notice will result in full charge with no refund.

9. Liability and Force Majeure

• Delays or cancellations caused by airlines or authorities
• Lost or damaged baggage
• Force majeure events (e.g., weather, strikes, regulatory changes)
• Missed services due to airport or airline disruptions
• Errors due to inaccurate or incomplete customer data

We reserve the right to cancel any booking due to technical, regulatory, or operational issues. Refunds will follow the stated policy.

10. Indemnification

You agree to indemnify and hold harmless Airporteo Tourism W.L.L. from any claims or losses resulting from misuse of our services or breach of these terms.

11. Complaints

Complaints must be submitted to info@airporteo.com within 10 calendar days of service. We aim to respond within 7 working days. Conversations may be recorded for service quality.

12. Cancellation & Modification Policy

12.1 General Provisions

• This policy applies unless superseded by airport-specific terms in your booking.
• Written confirmation is required for any changes or cancellations.

12.2 Cancellation Rules

• >48h before service: 100% refund minus 4% processing fee
• 24–48h before service: 50% refund minus 4% processing fee
• <24h before service: No refund
• No-shows are charged in full.
• Discounted bookings may be non-refundable.
• Refunds are processed within 7 working days to the original payment method.

12.3 Modifications

• More than 48h: Free of charge
• 24–48h: Up to 50% fee
• Less than 24h: Modifications may be rejected and treated as cancellations
• Flight changes and passenger edits count as amendments
• New pricing applies if the modification affects service cost

12.4 Delays and Disruptions

• Delays under 2 hours: No extra charge
• Delays over 2 hours: May require rebooking and up to 100% extra charge

12.5 Airport-Specific Rules

• Booking confirmation will state any airport-specific rules that override general terms

12.6 Force Majeure

• Situations like weather, strikes, or unrest are handled case-by-case
• Documentation may be required for exceptions

13. Governing Law

These terms are governed by the laws of the State of Qatar. Disputes fall under the jurisdiction of Qatari courts.

14. Updates to These Terms

We may update these terms without notice. Continued use of our services implies agreement with the latest version.

15. Contact Information

For questions regarding these terms, please email: info@airporteo.com