TERMS & CONDITIONS (“TERMS”)

BEFORE USING OUR BOOKING PLATFORM, SUBMITTING ANY ENQUIRY FORM OR USING ANY OF OUR SERVICES, IT IS IMPORTANT THAT YOU CAREFULLY READ ALL THE BELOW TERMS, INCLUDING COMPLIANCE WITH LOCAL REGULATIONS, YOUR RESPONSIBILITES, AMENDMENT CANCELLATION & REFUND POLICIES, AND OUR LIMITATION OF LIABILITY.

IF YOU DO NOT AGREE TO OUR TERMS, PLEASE AVOID USING  OUR BOOKING PLATFORM.

Index of Terms

  1. Definitions
  2. Basis of Agreement
  3. Compliance with Local Regulations
  4. Booking Confirmations
  5. Your Responsibilities
  6. Fees
  7. Payment
  8. Amendments, Cancellations & Refunds
  9. Limitation of Liability
  10. Indemnity
  11. Complaints Procedure, Disputes & Applicable Law
  12. Privacy & Cookies
  13. Intellectual Property
  14. Updates to Terms
  15. Definitions Dictionary

 

  1. Definitions

1.1  Some capitalized words used in these Terms have specific meanings. Please refer to the Definitions Dictionary in clause 15 at the end of these Terms.

 

  1. Basis of Agreement

2.1  By submitting  an order to us (whether through our booking platform, via email, chat message or call), or using our services, you and anyone you are making a Booking on behalf of, are deemed to have accepted and agreed to these Terms.

2.2  Any additional terms contained in our Confirmation will also form part of our agreement with you, and by proceeding with our Booked services, you are deemed to have accepted and agreed to such Additional Terms.

2.3  Once we have received your order, we will send an official booking form or e-mail to you for your checking and confirmation of all booking details. This, together, with any amendments or corrections you inform us in writing, will constitute the final “Booking Form”.

2.4   If you have booked any add-on services  (such as, without limitation, limousine transfers, visa on arrival, airport buggy, airport porter services,  airport lounges or personal security services), there will be additional add-on-service-specific terms (“Add-on Service Terms”). Add-on Service Terms can be found here or will be included in the Booking Form.

2.5  The Booking Form, these Terms, Additional Terms, Add-On Service Terms (if any) and our Confirmation, and any variations to the Booking Form Confirmed by us, constitute the entire agreement between us (“Agreement”).

 

  1. Compliance with Local Regulations

3.1  Our services are not intended for, and are not be used by you or any accompanying individuals as a means of, avoiding any mandatory official measures, or to circumvent any local laws or regulations such as passport control, passenger screening and customs clearance.

 

  1. Booking Confirmations

4.1  All submitted orders  are only binding on us when we have issued you an official Confirmation and you have paid us the Booking Fee in full.

 

  1. Your Responsibilities

5.1 You are responsible for :

  • ensuring accuracy and completeness of all information provided in the Booking Form and all subsequent amendments (if any), including (without limitation ) full names as shown in the travel documents of you and all accompanying individuals, flight details, contact details, number of accompanying individuals, ages at time of travel of any children who are enjoying a discounted rate and pieces of checked-in luggage;
  • ensuring your passport has at least six(6) months validity before expiry, that you obtain all required travel approvals, permits or visas in good time, and that all travel documents, travel approvals, permits or visas for entering or departing the country in respect of which you are booking the services for are valid and correct;
  • in respect of a departure-related service, booking a service start time and reaching the airport with sufficient time for all check-in, transfer, border control and custom clearance processes to be completed in time to enable you to board your scheduled flight;
  • if travelling in a car that was arranged by us with infants and/or children, ensuring that you bring your own, or pre-book, a suitable infant/child car seat as required by law, or if there are no such legal requirements, then an infant/child car seat that is per your preference;
  • checking the customs regulations of the country you are travelling to/from, to ensure you are not bringing in or taking out prohibited items (such as, without limitation, large amounts of cash exceeding permitted thresholds), and that you declare dutiable items, and all restricted or declarable items (such as food, goods and cash) to customs officials;
  • carrying/pushing all your own luggage through customs checks (or engaging a licensed porter if you need assistance with that);
  • meeting your local airport greeter or limousine driver (as the case may be) at the pre-designated meeting point and the agreed time, and contacting them if you are delayed for any reason or are unable to locate them;
  • complying with all rules relating to airport safety and security, and all instructions (whether oral or written) given by any airport official, our representatives or your  local airport greeter; and
  • ensuring that you provide to us  at least  : (i)  twenty-four (24) hours before the Service Commencement Time, the lead passenger’s mobile number so we can contact them in any contingency; and (ii)  four (4) hours before the Service Commencement Time,  the local contact number for the lead passenger’s driver, or receiving/send-off person(s).

5.2  Your  local airport greeter’s and/or limousine driver’s and/or emergency contact details will be provided to you prior to the commencement of your booked service. If you do not follow our cancellation policy, or do not contact them to advise that you are delayed or unable to locate them (as the case may be) before making alternative arrangements for yourself, this will be treated as a “No-show” and no refunds will be provided.

5.3  If the information in the Booking Form is inaccurate in respect of the number of accompanying individuals or luggage, we have the right to charge additional fees on a per extra person or bag basis. Further, where the booked services include limousine transfers, we are not responsible if a larger vehicle is not available to accommodate the extra people and luggage, and we have the right to charge additional fees to cover the costs of extra vehicles or larger vehicles, and also charge a Last-Minute Fee for being required to make such provisions at the last minute.

 

  1. Fees

6.1  Additional fees may be chargeable for services to be provided during the overnight period on a public holiday in the relevant destination city, or during a major event at the destination city such as (without limitation) Air Shows, Formula 1 or the Olympics. Please click here for more information regarding the “overnight period” for each airport and/or they will be advised during the  ordering process.

6.2  Fees quoted for arrivals, connections and departure services are for a service period of  two (2) consecutive hours, unless otherwise stated in our Confirmation : (i) with respect to arrivals, this is effective from the scheduled flight arrival time stated in the Booking Form; (ii) with respect to departures, this is effective from two(2) hours prior to the scheduled flight departure time stated in the Booking Form; (iii) with respect to transits/connections, this is effective from the scheduled flight arrival time stated in the Booking Form.

6.3  If the actual service duration is extended beyond the service periods explained above, irrespective of the cause (including without limitation flight delays or re-routing, delays with obtaining a visa, border control clearance, customs queues, baggage arrival delays or loss), an additional fee of up to one hundred percent (100%) of the original Booking Fee is payable for every extension of 2 hours or part thereof, provided that we are not obliged to extend our service period where the flight delays are more than two(2) hours, or where we have not been informed by you of flight delays.

6.4  Where limousine services have been booked, you will need to pay additional fees for any extra stops, drop-offs and waiting time (other than waiting time within fifteen (15) minutes from the booked pick-up time, or sixty (60) minutes from the scheduled  flight arrival time or updated scheduled flight arrival time that you have informed us about). The additional fees varies according to jurisdiction. Please click here for more information regarding the various limousine-related additional fees and surcharges.

6.5  In addition to the fees explained above, some jurisdictions also have local condition specific surcharges, such as (without limitation) inclement weather fee. To the extent known to us in advance, our Booking Fee, which is payable by you in advance, will include all such surcharges. However, where the nature of some charges cannot be known to us in advance as they would arise only upon the occurrence of certain contingencies (such as, without limitation,  inclement weather fee), we will inform you as soon as we are aware and you will need to pay such surcharges within twenty-four (24) hours of our advice to you. More information regarding the various local jurisdiction surcharges can be found here .

6.6  Our Booking Fee does not include payments due from you for airport taxes, entry visas, customs fines, or any other sorts of payments due to any border control, customs, health or quarantine authority. Payment of these are all your own responsibility.

6.7  Our fees undergo revisions from time to time to take into account rising costs and changing circumstances. If you make a Booking more than six(6) months in advance, there is a possibility that we may have to reach out, even after the Booking has been confirmed, to inform you about adjustments in fees due to conditions in your destination city. In such event, you will have the option to either cancel the Booking and receive a refund or continue with the Booking by paying the difference in fee within the time specified in our communication.

 

  1. Payment

7.1  For all  services, we require full upfront payment which will be taken when you make your order,  and such order will only be considered confirmed when we have received your required payment in fully cleared funds and issued an official Confirmation.

7.2   If your default payment method is denominated in a currency different from the actual payment we require, your bank or payment method provider may charge you additional fees for the conversion of currency which we have no control over.

7.3  Should you make an Unjustified Charge-back, we have the right to charge you an administrative fee of US$300 per occurrence and also have the right to report such Unjustified Chargebacks to ChargeBackProtection.org and other similar organizations for the protection of our business.

 

  1. Amendments, Cancellations & Refunds

 Amendments

8.1  All amendments to the Booking must be informed in writing to us with at least a 48 Hour Notice Period  prior to Booked Service Commencement Time, failing which you will need to pay a Last-Minute Fee. An explanation as to what a “48 Hour Notice Period” means is found here.

8.2  Any amendments made with less than the 48-Hour Notice Period is considered a “Last-Minute Change” and you will need to pay a Last-Minute Fee immediately upon receiving our advice about the amount of such Last-Minute Fee.

8.3  Where a Last-Minute Change is made and upon receipt of your Last-Minute Fee payment, we will use reasonable efforts to assist you to effect the change, however, we cannot guarantee that will be possible, and if we are not able to effect such Last-Minute Change, we will not be liable in any manner whatsoever, and there will be no refund of the Booking Fee.

8.4  All bookings are for the lead passenger named in the Booking Form and are non-transferrable, unless there has been a written notification to us and confirmed by us in writing. Any unauthorized transfers will be considered a “No-show” for which we are not obliged to provide any service nor refund. In the event that we do accept such unauthorized transfer of Booking and agree to provide the Booked service, this will be treated as a “Last-Minute Change” and you will need to agree in writing to pay the Last-Minute Fee before we are able to commence the Booked service,

8.5  An increase in the number of the party size that actually show up for the Booked service is deemed a Last-Minute Change. In addition to paying the Last-Minute Fee, you will also  need to : (i) sign a Last-Minute Change form (in whatever format provided by the local airport greeter) confirming the number of unexpected, additional accompanying individuals; and (ii) agree in writing to pay our service fee and additional costs incurred for each extra person prior to us commencing provision of our service to such unexpected additional individuals.

8.6 In some jurisdictions, advance approval for individuals named in the Booking Form is required to be obtained from the border control authorities, so it may not be possible for us to extend our service to such unexpected individuals, and we will not be liable in any way in such circumstances to you or any unexpected additional individuals.

8.7  If there is any difference between the price of our service at the time of the confirmed Booking and the date of the Last-Minute Change , you will need to pay the difference in price (in addition to any Last-Minute Fees and other charges explained above).

Cancellations & No-Shows

8.8  No refunds will be made for any cancellations made with  less than a  48 Hour Notice Period  prior to the Booked Service Commencement Time, irrespective of the reasons for the cancellation.  Please note what a “48 Hour Notice Period” means.

8.9  “No-shows” are deemed to be cancellations made with less than a 48 Hour Notice Period  prior to Booked Service Commencement Time and no refunds will be made, irrespective of the reasons for the no-shows (such as, without limitation, you opting not to proceed with the Booked service, missing flights/flight connections, flight delays not informed to us or the local airport greeter, flight delays of more than two (2) hours, illness, denial of boarding).

8.10  In the event that you do not utilize the Booked service, it will be deemed a cancellation with less than a 48 Hour Notice Period irrespective of whatever the reasons may be, and no refunds will be made.

8.11 We reserve the right to decline to serve any passenger or to cancel any Booking for any reason whatsoever on giving you at least four (4) hours’ notice prior to Booked Service Commencement Time and in that event, we will provide you a full refund without deduction of the processing fee described in clause 8.12, save that as explained in clause 8.15 below, no refunds will be made in respect of any Short Notice Order or Booking.

Refunds

8.12  A processing fee of nine percent (9 %)  of the Booking Fee will be deducted from all refunds, other than where such refunds is a direct result of any miscalculation on our part, or is a refund under the circumstances described in clause 8.11 above.

8.13  In general and subject to clause 8.12, with respect to all cancellations made in accordance with this clause 8’s requirements and which qualify for a refund, we will make the refund in accordance with our prevailing refund method. However, for cancellations made a hundred and eighty (180) days after issuance of our Confirmation, even where such cancellations are in accordance with this clause 8’s requirements, we will only be able to make the refund by way of a credit note that will be valid for twelve (12) months from the date of its issuance.

8.14  We operate in over 350 airports, and the above amendment, cancellation and refund policies apply to the majority of jurisdictions. However, due to local conditions, there are differing amendment, cancellation and refund terms that apply in some jurisdictions, and where those exist, those will form part of our Agreement in lieu of the relevant provisions in these Terms. More information on what the differing terms are can be found here.

8.15 In respect of Short Notice Orders and Bookings, cancellations will not be possible, and no refunds will be made under any circumstances.

 

  1. Limitation of Liability

9.1 Except as explained in clause 9.5 below, nothing in these Terms will limit our liability where  there has been gross negligence or fraud on our part.

9.2  As airlines, border control, customs and airport authorities all operate independently from us, we accept no responsibility for any consequences relating to any flight delays, cancellations, enforcement or change of border control and/or customs regulations, including where you are prevented from entering or departing from a country, boarding a flight or checking in your luggage.

9.3  In the unforeseen circumstances explained above, we will assist as much as reasonably possible bearing in mind costs, our available resources and that our ability to assist is contingent upon the authorization of the airport authorities, which may sometimes vary at the last minute.

9.4  We will not be liable under any circumstances for any : (i) event or situation beyond our control including (without limitation) natural disasters, extreme weather conditions, wars/civil hostilities, labor disputes, full/partial airport closures, flight delays and/or re-routing, political embargoes, last minute priority given by relevant airport authority to diplomatic contingents; (ii) losses or damages caused by or relating to your misrepresentations, errors or omissions, or breach of these Terms ; (iii) losses or damages which were not reasonably foreseeable when you made your Booking or used our service; (iv) loss of anticipated business, income, revenue, profits or savings; (iv) loss to goodwill; (v) indirect or consequential losses or damages; (vi) losses incurred by parties other than the individuals named in the Booking Form; and (vii) special or exemplary damages.

9.5  While we have implemented cyber security systems to protect  personal data and other confidential information received from you, we are not responsible for the security of information submitted and you accept that there are always risks when choosing to share information over the internet.

9.6  From time to time, our website/booking platform may provide links to other informational websites for your convenience. This does not mean that we endorse such websites, and we are not responsible for the content of such websites.

 

  1. Indemnity

10.1  We rely on the completeness and accuracy of all information provided to us in your Booking Form to liaise with local airport, border control, customs and security authorities in order to provide the services to you. If we incur any penalties, claims, costs or other losses due to the misrepresentations, errors or omissions in your Booking Form, we have a right to claim an indemnity against you for  all such costs and losses.

10.2  You will also indemnify us against any penalties, claims, costs or other losses suffered by us arising from or related to any illegal action or unacceptable behavior by you or anyone accompanying you during the provision of our services.

 

  1. Complaints Procedure, Disputes & Applicable Law

11.1  If you have any complaint, to be eligible for any refund (if justified), this must be notified to us in writing within seven (7) Calendar Days of date of completion of our service, with all supporting proof.

11.2  Our Agreement and all claims or disputes relating to any Booking or our services will be governed by the laws of Singapore.

11.3  You agree that : (i) for any claims that you might bring against us, the courts of Singapore will have exclusive jurisdiction; and (ii) for any claims that we might bring against you, the courts of Singapore will have non-exclusive jurisdiction.

 

  1. Privacy & Cookies

12.1 Prior to making a Booking with us, please refer to our Privacy Policy for more information on privacy, cookies and how we process personal data.

12.2  If any Booking is made with us via phone, we have the right to record such telephone conversations for our record and training purposes.

12.3   We will  keep all information collected from you confidential and only disclose this where necessary for us to provide our services, and as we may be required by law.

 

  1. Intellectual Property

13.1  Unless otherwise stated, all intellectual property (including without limitation, our trademarks, logos, layout, fonts and technology) on our Website and Platform are owned by us, our licensors, or our affiliates and business partners.

13.2  Unless otherwise explicitly permitted by us, you are not permitted to copy, scrape, download, or reproduce anything from our website and booking platform.

 

  1. Updates to Terms

14.1 We may update these Terms from time to time. If you do not accept the changes, please do not use our booking platform or our services. Otherwise, your continued use of our booking platform and/or service will constitute your accepted of the revised Terms.

14.2 Except as explained in clause 6.7 above, any Booking that pre-exists the effective date of the revised Terms will continue to be governed by the previous Terms.

 

  1. Definitions Dictionary

“Agreement” has the meaning described in clause 2.5.

“Add-On Service Terms” has the meaning described in clause 2.4.

“Additional Terms” means any terms contained in our Confirmation that is in addition to these Terms.

“affiliates” means companies that are related to Airport VIP Pte Ltd., including but not limited to Panoptica Co Ltd (Thailand), Transzend Co. Ltd (Thailand), SLTX (China) and PT Indonesia Abadi Semesta (Indonesia).

“Booking Fee” means the total amount of fees, costs and surcharges payable by you in respect of a Booking as Confirmed by us.

“Booking Form” has the meaning described in clause 2.3

“Booked Service Commencement Time means: (i) in respect of a Confirmed arrival-related service, two (2) hours commencing from the scheduled flight arrival  time as specified in the Booking Form; and (ii) in respect of a Booked departure-related service, commencing two (2) hours prior to the scheduled departure time as specified in the Booking Form.

“Confirmation” means the written Confirmation we send to confirm your Booking, irrespective of whether the Confirmation was by means of an email or an automatic online reply and “Confirmed” has the same corresponding meaning.

“Last- Minute Change” has the meaning described in clause 8.2.

“Last-Minute Fee” means a surcharge equivalent to 100% of the Booking Fee.

“No-show” means when you as Lead Passenger do not present  yourself to the booked airport greeter or driver, do not contact us, or do not claim your Confirmed service at the pre-specified time and place that we have advised you of.

“Short Notice Order/Booking” means any orders or bookings placed by you within forty-eight (48) hours of your requested service commencement time.

“Unjustified Chargebacks” means situations where you (i) commence a false, frivolous,  malicious, or unjustified complaint or dispute with us via the  card company which credit, debit or charge card you used to pay for your Booking; or (ii) otherwise refuse to pay our pre-agreed fees charged to the credit, debit or charge card you provided us for service booked and Confirmed.

“we/us/our” refers to Airport VIP Pte Ltd, its subsidiaries, affiliates and local on-ground business partners.

“you” refers collectively to the person who made the Booking, the individuals named in the Booking Form, and all recipients of our service.

“48 Hour Notice Period” means forty-eight (48) hours prior to Booked Service Commencement Time based on the service location local time, provided such Notice is received by us within our normal business hours of 8.00am – 23.59 Singapore Time, and any Notice received by us outside of our Singapore normal business hours will be deemed as being received at 8.00am Singapore Time the next day and the forty-eight (48) hours period will commence from then.

 

ENDS – V7a OCTOBER 2025