Terms and Conditions

If you have any questions or concerns about this privacy
notice, or our practices with regards to your personal information, please contact us at:

support@welcomewings.com

TERMS OF SERVICE

WelcomeWings LLC, a company registered in the State of Illinois, USA ("us", "we", or "our"), operates the www.welcomewings.com website (the "Service").

These Terms and Conditions ("Terms") govern your use of WelcomeWings services. Please read them carefully. By booking our services, you agree to comply with and be bound by these Terms.

ACCEPTANCE OF TERMS

These Terms apply to all services provided by WelcomeWings LLC ("Services") as detailed on our website (www.welcomewings.com) and through any additional communication provided by us. Services are subject to availability and may change without prior notice. If changes impact your confirmed booking, we will inform you via email or telephone.

We reserve the right to amend these Terms at our sole discretion. Updates will be posted on our website.

SERVICES PROVIDED

WelcomeWings offers airport concierge services globally. Our representatives ("Representatives") provide personalized assistance with airport arrival, departure, and transit procedures. Service availability varies by location and is subject to local regulations and operational conditions.

EXCLUSIONS & LIMITATIONS

Services are provided for a specified maximum of 2 hours unless otherwise stated. Additional hours incur extra charges at 100% of the original fee per 2-hour block or part thereof.

Representatives do not handle baggage unless explicitly included in the service description. Additional porterage must be pre-arranged and is charged separately. A standard service includes assistance with up to two pieces of luggage per traveler; excess baggage may incur surcharges.

Fees exclude departure taxes, immigration clearance charges, visa fees, security fees, customs taxes, and lounge access (unless explicitly included).

Our services are not intended to be used as a means of avoiding mandatory official measures such as passport control, passenger screening, or customs clearance. The immigration and customs areas are independently governed and must be followed as required by law.

Airlines, airport officials, immigration authorities, and WelcomeWings operate independently. Decisions made by these entities (including denial of boarding, visa issues, or entry restrictions) override all service arrangements. Charges remain applicable even if such decisions prevent service delivery.

We are not liable for failure to deliver services due to inaccurate, incomplete, or missing information provided by the client or their representative. Clients are fully responsible for submitting accurate flight, personal, and contact details.

BOOKING TERMS

Bookings can be made online or by phone. Prices are indicative until confirmed.

A booking is only considered confirmed when a formal confirmation email is issued by WelcomeWings and full payment is received. Payment alone does not constitute confirmation.

Bookings made less than 72 hours in advance, during public holidays, overnight hours (10:00 PM–8:00 AM), or during major events may incur a surcharge. Excess baggage, last-minute changes, or extra travelers not disclosed during booking may also incur additional charges.

All confirmed bookings are held for a maximum of 30 minutes from the time of issuing a payment request. If payment is not received within this timeframe, the booking is released.

Double bookings or backup reservations with other providers are strictly prohibited. If you choose not to use WelcomeWings in favor of another provider, charges remain non-refundable.

Pricing is reviewed regularly and subject to change. For services booked more than 60 days in advance, WelcomeWings reserves the right to adjust the final fee based on updated pricing schedules. In such cases, you will be notified and given the option to cancel without penalty or accept the new rate.

AMENDMENTS & CANCELLATIONS BY YOU

A general cancellation policy applies to most services as follows:

Prior to 72 hours: Full refund minus 4% processing fee
72–24 hours: Partial refund (airport-dependent)
<24 hours or no-shows: No refund

Refunds will deduct a 4% processing fee. Modifications made <48 hours prior may be subject to availability and fees up to 100% of the booking value.

Please note: Some airports have specific cancellation policies that differ from the general terms above. The terms below supersede the general policy for the specified locations.

Airport-Specific Cancellation Policies

Amsterdam (AMS):

<24 hours: 100% fee
<48 hours: 50% fee
<72 hours: 25% fee
Prior to 72 hours: 4% fee

Australia Airports:

<50 hours notice: 100% surcharge
Weekends: 25% surcharge
Public holidays: 50% surcharge
<48 hours cancellation: 100% fee
48h–7d: 50% fee
Prior to 7 days: 4% fee

Bangkok (BKK):

Prior to 14 days: Refund minus 5% fee
14–2 days: 75% fee
<48 hours: No refund

Cartagena (CTG):

<48 hours: No refund
Prior to 48 hours: 4% fee

Geneva (GVA):

<48 hours: 100% fee
<72 hours: 50% fee

Japan Airports:

<72 hours: 100% fee
<7 days: 50% fee
Prior to 8 days: 4% fee

Munich (MUC):

Prior to 96 hours: 4% fee
96–72 hours: 50% fee
<72 hours: 100% fee

Montego Bay (MBJ):

Prior to 48 hours: 10% fee
24–48 hours: 50% fee
<24 hours: No refund

Providenciales (PLS):

Prior to 22 days: 4% fee
<22 days: 100% fee

Puerto Vallarta (PVR):

All confirmed bookings: Non-refundable
Same-day cancellations: No refund
Prior to 72 hours: No refund, but service can be rescheduled within 2 months if airline cancellation proof is provided

Singapore (SIN):

Standard service time: 75 minutes
Extra hours: Full rate + fees
On-day or 2200–0700: 20% surcharge
Peak holidays/events: 20% surcharge
Additional stops: 50% of base rate
Terminal 4: $100 USD surcharge
<60 hours: Full charge
Prior to 60 hours: 4% fee

Clients and booking agents are responsible for notifying WelcomeWings of any voluntary changes to flight schedules, passenger information, or service details. Failure to do so may result in service failure without refund.

AMENDMENTS & CANCELLATIONS BY US

We may cancel confirmed services due to operational issues, airport restrictions, or unforeseen events. If so, we will provide a full refund. In rare cases where airport authorities suspend VIP permissions after confirmation, we will notify you and issue a refund.

THIRD-PARTY SUPPLIERS

Services may be performed by local partners. Their terms also apply. We are not liable for acts or omissions by these suppliers or any decisions by airline, airport, immigration, or customs personnel that prevent fulfillment of our services.

LIABILITY

WelcomeWings LLC is not liable for:

Missed flights due to late arrival
Airline cancellations or delays
Lost or mishandled baggage
Denied boarding, entry, or clearance by official authorities
Extended delays beyond three hours (additional fees apply)
Disputes with suppliers
Service disruptions due to inaccurate or incomplete client information

Total liability is capped at the service fee paid.

PAYMENT TERMS

Invoices are due upon receipt or within agreed terms (typically 14 days). Late payments accrue 1% interest per day. We may decline service for non-payment, fraud risk, or customers under age 18.

TAXES & FEES

All local taxes (including VAT, GST, or other government-imposed fees) are the responsibility of the client and may be billed separately depending on jurisdiction.

PERSONAL DATA

We collect client data necessary for service fulfillment. Refer to our Privacy Policy for data handling practices.

PROHIBITED CONDUCT

You may not scrape, index, harvest, extract, or reproduce any part of our site or data by automated or manual means. This includes pricing, availability, or client interface reproduction. Violators will face legal action.

DISABILITY SUPPORT

Our standard services do not include aid with medical conditions, cognitive/developmental disabilities, or physical impairments. Clients needing such support must contact us in advance.

COMPLAINTS

Must be submitted within 48 hours of service to be considered for refund or investigation. We reserve the right to record calls for quality and dispute resolution.

NON-DISPARAGEMENT

By using our services, you agree not to publicly disparage or defame WelcomeWings LLC or its affiliates without prior written consent.

FORCE MAJEURE

We are not liable for disruptions beyond our control: war, weather, strikes, pandemics, or system outages. If such disruption exceeds 14 days, either party may terminate service with 5 days’ notice.

GOVERNING LAW

Illinois law governs these Terms. Jurisdiction lies with Illinois state courts.

NO THIRD-PARTY BENEFICIARIES

These Terms confer no rights on third parties.

CONTACT

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