VIP Assist Terms and Conditions

General

This website is owned and operated by VIP Assist Ltd., a company registered in England with a
registered office at 19 York Road, Maidenhead, SL6 1SQ, with company number 10056124.

Terms

For the purposes of these Terms and Conditions: “We”, “Our” and “Us” refers to VIP Assist Ltd.

“Meet and Assist Agent” means the person from VIPassist or its subcontractor meeting the passenger at the airport.

“Booking” means a request for Services which has been accepted and confirmed by VIPassist.

“Confidential Information” means the terms of this Agreement and all commercial or proprietary information of a confidential nature disclosed (whether in writing, verbally or by any other means and whether directly or indirectly) by a Party to the other Party including information relating to such Party’s know-how, trade secrets and business affairs, whether disclosed before or after the date of this Agreement.

“Charges” means the price which the Client shall pay to VIPassist for the Services as described in Schedule A, or as notified to the Client or the passenger as set out in these Terms and Conditions.

“DP Law” means (while they are in force) (i) the Data Protection Act 2018, (ii) the EU General Data Protection Regulation (“GDPR”) and (iii) any successor legislation to the Data Protection Act or the GDPR, and any other laws and regulations from time to time applicable relating to the processing of personal data and privacy (including the Privacy and Electronic Communications (EC Directive) Regulations 2003 (as such Regulations may be amended or replaced from time to time) in respect of the Services.

“Force Majeure Event” means any event beyond the reasonable control of a Party (including but not limited to acts of God, war, riot, civil commotion, malicious damage, compliance with any law or governmental order, rule, regulation or direction or any overriding emergency procedures of government or other competent authority, fire, flood, storm, or drought) but excluding always breach of contract by subcontractors of the Supplier, and labour disputes.

“Intellectual Property Rights” means all patent, copyright, registered design, design right, trade mark or any other intellectual property right.

“Services” means the services to be performed or provided by VIPassist under this Agreement as described in Schedule A, or the additional services requested by the Client or the passenger for the Booking.

“Ancillary services” are services provided in addition to the core Meet & Assist service, e.g. baggage porter, electric buggy, car service.

Your Booking and Our Services

Your booking includes using a dedicated, pre-booked Meet and Assist agent to escort and guide you through your airport journey.

VIPassist will accept requests for bookings via its online booking portal at:
https://www.vipassist.co.uk/
or by contacting the Reservations Team on
meet@www.vipassist.co.uk / +44 203 621 6108.

Bookings will be confirmed automatically by VIPassist’s booking portal or via email and with a booking reference within 48 hours of receipt of the booking request unless it is an emergency booking. Where the service is to take place in less than 48 hours, a booking confirmation will (if the booking is accepted) be provided as soon as is reasonably possible for the required destination.

The Client shall ensure that each service passenger knows and accepts VIPassist’s Terms and Conditions.

VIPassist may subcontract the provision of all or part of the Services to third parties, but it shall remain responsible for the provision of the Services.

Passengers under 16 may not use the Meet and Assist service unaccompanied. Children under two years old may use the service free of charge with an accompanying adult.

Regarding departing passengers, a passenger’s late arrival at Heathrow Airport may result in the relevant airline refusing to accept them for the flight. In such circumstances, the charge for any booked Meet and Assist services will be non-refundable.

The Meet and Assist service price is per booking, depending on the journey and number of travellers on identical itineraries. This is for the first two hours of service. After the first two hours of service, an additional fee of £50 per hour will be charged to the original payment card.

Passenger Responsibilities and Contact

The booking process requires providing a contact number for the passenger(s) travelling. VIPassist and Heathrow cannot be held responsible for services that cannot be fulfilled because Meet and Assist representatives cannot contact the passenger or are not at the agreed-upon meeting point at the time defined during the booking process.

It is the responsibility of the parent/guardian to place their child into the pushchair/stroller, ensure that the safety harness is secured around the infant before moving off, and follow all safety instructions given to them by the VIPassist agent.

To prevent any fall, no luggage should be placed on the handles of the pushchair/stroller. The storage basket can be used for smaller items not exceeding 4.5kgs. Pushchairs/strollers must not be used on stairs or escalators. The Meet & Assist agents will advise of the whereabouts of the elevators/lifts provided in the terminals.

The parent/guardian accepts full responsibility for their child whilst utilising the equipment provided by Heathrow.

Cancellations or Changes to Pre-Bookings

Should you wish to cancel or make changes to your booking or part of it, you may do so by contacting us via telephone at +44 20 3621 6108 and/or email at
meet@www.vipassist.co.uk.

Cancelling your booking where a flight delay or disruption was not announced before you arrived at the airport, VIPassist’s Airport Agents shall remain on duty for a maximum of three (3) hours to assist with departure service, unless additional assistance is requested and VIPassist agrees to provide this.

To consider a refund, we must receive notice of your cancellation:

(a) by 48 hours before your Meet and Assist service booking date and time.

If you need to change your itinerary or meeting and assistance timings, you must do so at least 24 hours before the booking date and time.

If you do not give the required advance notice for the amendment as stated, no refund will be given, which may cause a shortfall in fulfilling this service.

Regarding arriving passengers, they will be welcomed by the Meet and Assist agent at their arrival gate or coaching gate within the main terminal building. The Meet and Assist agent will have a name board displaying the party name and reference number. Due to the nature of airport operations, flights may be subject to last-minute gate changes so if you cannot see your Meet and Assist agent once you arrive at your gate, please call the VIPassist Reservations Centre on 020 3621 6108.

It is the responsibility of the arriving passenger to ensure that they identify themselves to the Meet and Assist agent at the top of the jet bridge or arrival coaching gate before commencing their onward journey. If the passenger continues on their journey without approaching the waiting agent or contacting the customer service team, then it will be considered a ‘no show’ and may result in the booking being cancelled at full charge.

If you do not give the required advance notice as stated under (a), no refund will be given.

Amending Your Booking and Urgent Service Requests

Service request within 48 hours: For urgent requests inside the 48-hour booking window, please contact our Reservations office at +44 (0)20 3621 6108 and/or email
meet@www.vipassist.co.uk. We will do our best to meet your needs (subject to availability).

What’s Not Included

For clarity and for the purpose of “Our Service”:

• Meet & Assist service does not include fast track service through security and immigration. Please see “Heathrow Fast Track.”
• Meet & Assist includes baggage assistance for up to 3 bags on self-pushed trolleys. If you require assistance with more baggage, please add this information when booking; VIPassist can arrange this in advance. Please see “Heathrow’s Porter Service” or our “Add-on Services”.
• Wheelchair assistance or other qualifying reduced mobility or impairment is not included in this service. It is provided directly through the airlines you are travelling with.
• To avoid doubt, the Client agrees to pay for any additional services, modifications, or cancellations of the Services requested by the passenger before or during the Booking.

For bookings made in error by customers, no refund will be processed.

Conditions

Terms & Privacy Statement

VIPassist Ltd is committed to protecting your privacy and developing technology that gives you the most powerful and safe online experience. This Privacy Statement applies to the VIPassist website and governs data collection and usage. By using the VIPassist website, you consent to the data practices described in this statement.

Collection of Your Personal Information

VIPassist collects personally identifiable information, such as your e-mail address, name, home or work address, or telephone number. VIPassist also collects anonymous demographic information that is not unique to you, such as your post/ZIP code, age, gender, preferences, interests, and favourites.

There is also information about your computer hardware and software that VIPassist automatically collects. This information can include your IP address, browser type, domain names, access times and referring website addresses. This information is used by VIPassist for the operation of the service, to maintain the quality of the service, and to provide general statistics regarding the use of the VIPassist website.

Please remember that if you directly disclose personally identifiable or sensitive data through VIPassist public message boards, others may collect and use this information. VIPassist does not read any of your private online communications.

VIPassist encourages you to review the privacy statements of websites you choose to link to from VIPassist so that you can understand how those websites collect, use and share your information. VIPassist is not responsible for the privacy statements or other content on websites outside the VIPassist websites.

Use of Your Personal Information

VIPassist collects and uses your personal information to operate the VIPassist website and deliver the services you have requested. VIPassist also uses your personally identifiable information to inform you of other products or services available from VIPassist and its partners. VIPassist may also contact you via surveys to research your opinion of current services or potential new services that may be offered.

VIPassist does not sell, rent or lease its customer lists to third parties. VIPassist may occasionally contact you on behalf of external business partners about a particular offering that may be of interest to you. In those cases, your unique personally identifiable information (e-mail, name, address, telephone number) is not transferred to the third party.

In addition, VIPassist may share data with trusted partners to help us perform statistical analysis, send you e-mail or postal mail, provide customer support, or arrange deliveries. All such third parties are prohibited from using your personal information except to provide these services to VIPassist, and they are required to maintain the confidentiality of your information.

VIPassist will not use or disclose sensitive personal information, such as race, religion, or political affiliations, without your explicit consent.

VIPassist tracks the websites and pages our customers visit within the VIPassist website to determine which VIPassist services are the most popular. This data is used to deliver customised content and advertising to customers whose behaviour indicates interest in a particular subject area.

VIPassist websites will disclose your personal information, without notice, only if required to do so by law or in the good faith belief that such action is necessary to (a) conform to the edicts of the law or comply with legal process served on VIPassist or the site; (b) protect and defend the rights or property of VIPassist; and (c) act under exigent circumstances to protect the personal safety of users of VIPassist, or the public.

Use of Cookies

The VIPassist website uses “cookies” to help you personalise your online experience. A cookie is a text file placed on your hard disk by a web page server. Cookies cannot be used to run programs or deliver viruses to your computer. Cookies are uniquely assigned to you and can only be read by a web server in the domain that issued the cookie.

One of the primary purposes of cookies is to provide a convenience feature to save you time. The purpose of a cookie is to tell the web server that you have returned to a specific page. For example, if you personalise VIPassist pages or register with VIPassist sites or services, a cookie helps VIPassist recall your specific information on subsequent visits. This simplifies recording your personal information, such as billing addresses, shipping addresses, and so on. When you return to the same VIPassist website, the information you previously provided can be retrieved, so you can easily use the customised VIPassist features.

You have the ability to accept or decline cookies. Most web browsers automatically accept cookies, but you can usually modify your browser setting to decline cookies if you prefer. If you choose to decline cookies, you may not be able to fully experience the interactive features of the VIPassist services or websites you visit.

Security of Your Personal Information

VIPassist secures your personal information from unauthorized access, use or disclosure. VIPassist secures the personally identifiable information you provide on computer servers in a controlled, secure environment, protected from unauthorized access, use or disclosure.

When personal information (such as a credit card number) is transmitted to other websites, it is protected using encryption, such as the Secure Socket Layer (SSL) protocol.

Changes to This Statement

VIPassist will occasionally update this Statement of Privacy to reflect company and customer feedback. VIPassist encourages you to periodically review this Statement to be informed of how VIPassist is protecting your information.

Contact Information

VIPassist welcomes your comments regarding this Statement of Privacy. If you believe that VIPassist has not adhered to this Statement, please contact VIPassist at
meet@www.vipassist.co.uk.
We will use commercially reasonable efforts to promptly determine and remedy the problem.

Viruses

We do not guarantee that this website will be secure or free from bugs or viruses. You are responsible for configuring your information technology, computer programmes and platform to access this website. You should use your own virus protection software.

You must not misuse this website by knowingly introducing viruses, trojans, worms, logic bombs or other material which is malicious or technologically harmful. You must not attempt to gain unauthorised access to this website, the server on which this website is stored or any server, computer or database connected to this website.

You must not attack this website via a denial-of-service attack or a distributed denial-of-service attack. By breaching this provision, you would commit a criminal offence under the Computer Misuse Act 1990. We will report any such breach to the relevant law enforcement authorities, and we will co-operate with those authorities by disclosing your identity to them. In the event of such a breach, your right to use this website will cease immediately.

Applicable Law

These Terms, their subject matter and their formation, are governed by English law. You and we both agree that the courts of England and Wales will have exclusive jurisdiction.

VIPassist accepts no liability for any promotion of a third party (the “Third Party Promoter”) featured on this website. The Third-Party Promoter is responsible for the fulfilment of that promotion and the promotion is subject to the Third Party Promoter’s terms and conditions. It is your responsibility to review such terms and conditions before entering into any transaction with the Third-Party Promoter. VIPassist accepts no responsibility or liability for any act or omission of the Third-Party Promoter.

Intellectual Property Rights

All trademarks, copyright, database rights and other intellectual property rights (together “the Rights”) in the materials on this website (as well as the organisation and layout of this website) and the Rights in any software or underlying software code that is made available for download from this website (“Software”) are owned by us or our licensors.

Without our prior written permission, you may not copy, reproduce, modify, alter, publish, broadcast, distribute, display, post, sell, transfer or transmit in any form or by any means any material on this website or Software, whether in whole or in part, nor use the material or Software to create derivative works.

The contents of the pages contained in this website may not be distributed, displayed or copied to third parties including, but not limited to, “caching” any material on this website for access by third parties and “mirroring” any material on this website.

The contents of individual pages of this website may be printed or downloaded to disk for the purpose of private and personal non-commercial use. You may make an electronically stored, transient copy of the content of this website for the purpose of viewing it while connected to the Internet only.

Modern Slavery Act Statement

Modern slavery and human trafficking – VIPassist will not tolerate slavery or human trafficking in its business or supply chain. We embed and maintain effective systems, controls, and internal policies to prevent slavery and human trafficking and take all allegations of slavery or human trafficking very seriously.

This Modern Slavery Act statement (the “Statement”) is made pursuant to section 54 of the Modern Slavery Act 2015 and was approved by the Directors of VIPassist Limited on 25 May 2021.

As a “Responsible Company”, VIPassist must take the best possible care of everyone who passes through the airport. Keeping everyone safe, treating everyone with respect and doing the right thing are three of our values, which underpin everything we do. Unfortunately, however, we live in a world in which slavery and human trafficking still takes place, and some of those being trafficked come through the airports we serve.

Health & Safety

Throughout 2024, the safety of our colleagues and customers remained our number one priority. Despite the challenges we have faced as a result of the COVID-19 pandemic, we have remained committed to tackling slavery and human trafficking and our Modern Slavery Act Statement for 2023 gives an overview of the ways in which we have been working to do so.

Living Wage

Paying the living wage – VIPassist is a Living Wage employer. We have been working to ensure that all our direct suppliers also pay the living wage, and we will continue to support other partners worldwide to transition.

Responsible Procurement

Sustainability is built in at all stages of the procurement process so we can ensure that our partners share our values and understand our sustainability ambitions.

Additional Definitions and Provisions

1. In this Agreement, a reference to a person includes a reference to a body corporate, unincorporated association, incorporated association, that person’s legal representatives, partnership, successors and permitted assigns, government authority and competent authority.
2. A reference to a statute, regulation, or other document of authority must be construed as a reference to a statute, regulation, or document of authority, as the case requires, in effect on the date on which the Agreement is made and which may be updated from time to time.
3. Words in the singular number include the plural and vice versa.
4. Words importing a gender include every other gender.
5. The words and phrases “other”, “including” and “in particular” shall not limit the generality of any preceding words or be construed as being limited to the same class as any preceding words where a wider construction is possible.
6. Headings to the clauses and sub-clauses in this Agreement are for reference purposes only and shall not affect their interpretation.
7. Airport Agents assigned to perform any part of the Services shall observe and comply with all relevant security procedures, rules, regulations, policies, regulatory obligations as applicable. VIPassist shall ensure that appropriate background reference checks are completed for Airport Agents. They shall have the necessary skill and shall have acquired the necessary orientation, training and background checks to professionally carry out the Services.
8. In consideration of VIPassist providing the Services, the Client agrees to pay to VIPassist the Charges.
9. In addition to the Charges payable under Clause 8, there will be additional charges for public holidays and late booking. These charges vary by destination and are notified to the Client from time to time.
10. VIPassist reserves the right to increase its rates and/or charges at any time. You will be given at least seven (7) days’ advance notice of any increases.
11. VIPassist has the requisite and corporate power and authority to enter into this Agreement.
12. VIPassist will provide and complete the Services diligently, in a competent and professional manner, using an adequate number of qualified personnel and in accordance with all other requirements and timeframes set out in this Agreement.
13. VIPassist is an independent contractor and, as between the Parties, Airport Agents are the responsibility of VIPassist. No Airport Agent is entitled personally to any compensation from the Client and no payment of any Charges should be made to an Airport Agent.
14. Regarding Customer Service & Complaint Handling, if you are not satisfied with the Service that has been delivered, please tell us and this will be investigated.
15. Should conditions at a given airport change and Services be varied or restricted from the Services outlined above, VIPassist shall inform the Client either at the time of booking or at confirmation, or if the Booking has been confirmed, within a reasonable time of the suspension or modification being communicated to VIPassist.
16. Our Airport Agents shall be dressed in uniform, displaying the name or identification of VIPassist or its subcontractor.
17. Airport Agents will hold an electronic or physical sign with the lead passenger’s name clearly visible.
18. Courtesy and confidentiality will always be displayed to passengers.
19. VIPassist shall invoice the Client at the time of booking or when the Services have taken place for the full charges arising from the provision of Services, including any additional services requested by the passenger during the Services. The Client shall be liable to pay such charges in full, irrespective of whether it has sought or obtained repayment for all or any part of the charges from the passenger.
20. All invoices shall bear the booking reference numbers as provided by VIPassist on the online booking confirmation or email and any subsequent emails amending the service.
21. All amounts payable by the Client under the Agreement are exclusive of Value Added Tax (VAT) (or similar taxes in any other jurisdiction) from time to time. Taxes (including VAT) due are determined by tax authorities in the relevant jurisdictions (including HMRC in the UK). Where taxes fall due these shall be added to the Client’s invoice. Where any taxable supply for VAT purposes is made under the contract by VIPassist to the Client, the Client shall (on receipt of a valid VAT invoice) pay to VIPassist such VAT as is chargeable on the supply of services.
22. Payment is due no more than thirty (30) days from the date of the invoice.
23. All invoice queries should be sent to Credit Control at
    accounts@www.vipassist.co.uk
    within five (5) working days of the date of the invoice and will be acknowledged within twenty-four (24) hours (where possible) and investigated accordingly.
24. The Parties agree that the provisions of the Late Payment of Commercial Debts (Interest) Act 1998 shall apply to this Agreement.
25. Invoices shall be paid by the Client to VIPassist in the same currency as stated in the invoice and by bank transfer unless otherwise agreed.
26. Where the Client is entitled to a commission on bookings made, the agreed commission will be calculated on the core meet and assist service only and not on additional services.
27. Either party may terminate this Agreement immediately upon thirty (30) days’ written notice to the other party for any reason. Any Bookings made for the provision of Services after the date of termination may, at the request of the party terminating the Agreement, either be cancelled or continue to be provided. If provided, the terms of this Agreement shall continue to apply to such Services, including in respect of payment.
28. The rights and remedies provided for in this section are not exclusive and are in addition to any other rights and remedies provided by law or this Agreement.
29. If a Force Majeure Event occurs, the Party that is affected shall use all reasonable endeavours to mitigate the effect of the Force Majeure Event and to carry out its obligations under this Agreement in any way that is reasonably practicable.
30. Anti-Bribery: The Client acknowledges and agrees that VIPassist will not tolerate bribery in any form in the conduct of its business. The Client shall comply with all provisions of the Bribery Act 2010 (including any related regulations or guidance) and VIPassist’s anti-bribery policies as provided by VIPassist to the Client from time to time, as updated by VIPassist, and the Client shall impose on any person associated with the Client who is working in connection with this Agreement terms equivalent to those in this clause and be responsible for the compliance by such persons with such terms and be directly liable to VIPassist for any breach by such persons of such terms. A breach by the Client of this shall be deemed a material breach of this Agreement.