T&C – Elite Assist

Terms and Conditions (T&C) – Elite Assist Services

This website (the “Website”) is owned and operated by Travel Food Services Limited bearing CIN: U55209MH2007PLC176045, having its registered office at Block-A, South Wing,1st Floor, Shiv Sagar Estate, Dr. Annie Besant Road, Worli, Mumbai City, Mumbai, Maharashtra,- 400018 (“TFS”, “us” or “we”).

This user agreement is an electronic record in the form of an electronic contract formed under the Information Technology Act, 2000 and the rules made thereunder and the amended provisions pertaining to electronic documents / records in various statutes as amended by the Information Technology Act, 2000. This user agreement is generated by a computer system and does not require any physical or digital signatures.

This user agreement is published and shall be construed in accordance with the provisions of rule 3 (1) of the information technology (intermediaries’ guidelines) rules, 2011 prescribed under information technology act, 2000 that require publishing the rules and regulations, privacy policy and user agreement for access or usage of the website.

By accessing or using the Website or by using the service on the Website you agree to be bound by these terms and conditions set forth below including any additional guidelines and future modifications (“Terms and Conditions” or “T&C”). When you access any sub-site, webpage, hyperlink (whether belonging to an ‘associate’ of TFS or otherwise) through this site, then such sub-site may have its own terms and conditions of use which is specific to such sub-site, webpage, hyperlink. The sub-sites, webpage, hyperlink may contain such additional terms and conditions of use as may be set out in such sub-sites, webpage, hyperlink.

We act as a facilitator and merely provides an online platform to you (“User” or “you”) to select the services being offered by the service provider.

TFS may add to, change or remove any part of these Terms and Conditions at any time, without notice. Any changes to these Terms and Conditions or any terms posted on this Website apply as soon as they are posted. You shall re-visit the “Terms & Conditions” link from time to time to stay abreast of any changes that the “Website” may introduce.

Please read these Terms and Conditions carefully as by accessing, using, viewing the Website or any of its services, function, materials or contents, or dealing or interacting with this Website, you agree to be bound by the Terms & Conditions specified here in below.If you do not agree to abide by these Terms of Use you should not access, use, view or otherwise deal or interact with the Website in any way. The Terms & Conditions must be read in conjunction with any other applicable terms and conditions governing the use of the Website.

Terms and Conditions of Elite Assist Guest Services (w.e.f March 15, 2025).

1. Scope of Services

The scope of services includes various services and packages broadly defined under the following categories:

Departure Services: Assistance to guests departing on Domestic or International flights from Airports.
Arrival Services: Assistance to guests arriving on Domestic or International flights at Airports.

For more information on services, please refer to the Elite Assist Website.

2.Online Booking

Facilitator must complete the Booking Process on the Website in advance for availing Services and confirmation of Services pursuant to all online and offline request by Facilitator(s) shall be subject to availability.
Facilitator(s) shall use Online Reservations Engine to make booking for the Services.
The bookings can be made by the Facilitator(s) for Service and packages made available online by the Service Provider from time to time subject to Clause 4.7 below.
Facilitator can book online for up to 10 Guests per booking. For group bookings (more than 10 guests) Facilitator(s) may contact Service Providers on contact details provided on the Website.
Facilitator is responsible for providing Service Providers with correct and legitimate detail(s) about itself and its Guest(s) during the Booking Process. Service Providers at all times shall reserve the right for taking any additional information in relation to the Facilitator(s) and/or Guest(s) during the process of online/offline booking or anytime during the performance of Services or any clarification thereafter.
Any and/or all request(s) as may be received and acknowledged by the Service Providers does not guarantee the Service by the Service Providers and shall be subject to written confirmation by the Service Provider.
Service Provider reserves the right to accept or decline or cancel Facilitator’s request for Service without assigning any reasons.
During the Booking Process the Facilitator(s) are requested to take extra care while providing information about guest(s), date and time of travel, contact numbers etc. The Service Provider assumes no responsibility whatsoever on account of any problem that may arise on account of false/ erroneous information provided by Facilitator(s) to the Service Providers or any delay or cancellation of flight or for any reason whatsoever including any major event, change in flight schedule, failure of Guest(s) to report at Airport on time.
Once the Booking Process is completed, Facilitator can request for cancellation of Services in case of any change in plans and the respective Service Provider shall initiate the refund process in line with the Cancellations and Refund Policy provided in Clause 5 below. However, the cancellation and refund to Client(s) of any Sales Agent must be processed through the issuing Sales Agent only subject to the cancellation and refund policy.
It is hereby clarified that during the process of booking by Online Reservation Engine on our Website, if there is any “transaction fee” which is charged by the bank issuing the credit/debit card, such fee shall be paid by the Facilitator and the Service Provider shall have no liability to pay such transaction fee.
All Sales Agents shall deal with their clientele by themselves and the Service Providers assume no responsibility of transaction between Sales Agent and its client. For all confirmed and legitimate Service(s) bookings by Sales Agent(s), the Service Providers shall only be responsible for providing Service(s) to Guest(s), subject to the terms and conditions of Service at Airport.
Facilitators shall be solely responsible for dealing with APBS and the Service Providers shall not be responsible for anything except for organizing provision of interaction between Facilitator and APBS for providing Ancillary services to Facilitator/Guests. Facilitator/Guest shall under the APBS T&Cs before booking of Ancillary Services with APBS.
Credit/Debit Card: Payment of online booking is accepted by all major credit/debit card (“Card”). In case the card used to transact online is issued in a country other than India there may be bank applicable and the Service Providers shall not be responsible for any charges that may be levied by the Card Issuing Bank. The Card payment is subject to authorization from the bank issuing the Card.
Net Banking: If the Facilitator has an account with any of the mentioned banks under the heading net banking on our website, then Facilitator can pay for the booking(s) securely through the respective bank's Internet banking option and the amount will be automatically debited from your account. The Service Providers is not liable for any payment authorization, as the payment gateway is responsible only to hand over the information in an encrypted / secure format to the respective bank for authorizing the transaction. Any issue with payment authorization will need to be taken up with your respective bank. This facility is valid for all bookings made in Indian Rupees (INR) currency only.

3. Condition of Service at the Airports

Performance of Services to Guest(s) by Service Providers at the Airports shall be subject to following conditions:

Guest(s) shall identify himself/herself to the GSO by presenting valid government issued photo identity cards and acknowledgement/ confirmation number for the booked Service at the scheduled mentioned time on Service confirmation voucher on arrival at Airport.
Guests to ensure the identity of GSO by verifying valid identity card issued by Service Providers.
Guest(s) shall be solely responsible for compliance with all governmental regulations upon entry into and exit from Airports and ensuring that all required documents are in order and also comply with all conditions/requirements stipulated by Government of India and other relevant authorities and agencies in relation to such travel.
Service by Service Providers to Guest(s) shall be subject to written confirmation of Service and satisfactory completion of security checks, immigration checks and customs screening.
Duration of Service: The performance of Service will commence at the scheduled meeting time or the time of service as per the Service confirmation voucher. However, Service Providers at its sole discretion, may permit Guest(s) a window of 20 (twenty) minutes from the scheduled meeting time to avail the Service(s).
In case of any failure of Guest(s) to report on time at the meeting point or the time of service as per the Service confirmation Voucher, she/he shall be deemed as a No Show and the Service will not be assured.
For each unit of porter service, Baggage assistance will be provided to Guest(s) for upto 3 (three) units of check-in baggage. For the purpose of check-in baggage, the sum of the 3 (three) dimensions (length + breadth + height) must not exceed 62 (sixty two) inches or 158 (one hundred fifty eight) centimetres for each piece. Facilitators shall provide the requirement of porter service during the Booking Process. Service Providers may accept the additional requirement of porter services on payment of additional charges on the spot, subject to the availability.
The Service Providers shall at its sole discretion, be entitled to cancel, alter or omit any part of the Service with or without notification to Facilitator/Guest(s) at its sole discretion. In such cases, the Service Provider’s liability shall be limited to re- performance of the cancelled Service. In cases where the respective Service Providers is unable to re-perform the service, partial/full refund may be provided by the Service Providers to the Facilitator/Guest(s) at its sole discretion.
Delays and cancellations of Service by the Service Provider may result from factors beyond its control such as the accidents, governmental restrictions and other events of force majeure, the Service Provider’s liability shall be limited to re-performance of the cancelled Service.
The Service Provider at all times shall reserve the right to withdraw the Service without assigning any reason and without further reference in case the Facilitator/Guest(s) is / are in breach of any Terms & Conditions of the Service.
Facilitator/Guest shall not use the Service or its reference for any unlawful or prohibited purposes.
The Service Provider at its sole discretion may decline to provide Service in case of any misconduct or any unlawful or prohibited activity by the Facilitator/Guest(s).
For all products and services provided by third parties (for example, limousine transfers, floral deliveries, hotels reservation or mobile sim card services etc.), the terms and conditions, cancellation and refund policies of such third party shall be applicable. The Service Provider shall not be liable to Facilitator/Guest(s) regarding any product and service provided by any third party.
The Service Provider’s liability, if any, shall in no event exceed the total charges paid by the Facilitator/Guest(s) for the Services. Under no circumstances, the Service Provider shall be liable for any consequential, exemplary, special, indirect, incidental or punitive damages.
Facilitator/Guest(s) agrees to indemnify the Service Provider in respect to all claims, damages, losses, costs, and expenses (including legal expenses) which are awarded against or incurred by the Service Provider as a direct result of acts or omissions by Facilitator/Guest(s) either during the course of booking and/or using the Service.
The Service Provider shall not be liable for the consequences of any delay or for any loss, cost or expense incurred by Facilitator/Guest(s) as a result of the actions of any other party including without limitation the Airline, Customs and Immigration Authorities etc.
In relation to the Service, the Service Provider accepts no liability for any items left or disclaimed by the Guest(s) during the course and after providing the Service. Further, in relation to Ancillary Services, the Service Provider accepts no liability for any transaction executed by Facilitator and/or Guest with APBS and the Service Provider shall be liable for any shortfalls including gap in actual service delivery and guests’ expectations, amount paid to APBS for availing services or performance of services by the final service provider.
By offering Services, the Service Provider does not accept any liability for damages, losses, or delays that may result on account of dealing with APBS or/and improper documents including without limitation possession of valid ticket, visa, passport or any other requirement in relation to entry, exist, length of stay, special permissions etc. as may be required for traveling through the Airports.Facilitator(s) acknowledge and agree to inform Guest(s) of these Terms and Conditions including with Conditions of Service at Airport provided above.
Elite Assist Guest Services, Service Add-on and Ancillary Services shall only be provided by the Service Provider and/ or the Service Provider authorised parties. No other entity/ person shall provide the aforementioned services at the Airport, unless notified by the Service Provider./li>
Guests/ Facilitators/ Sales Agent shall at its sole responsibility and discretion ensure the booking of Elite Assist Guest Services, Service Add-on and Ancillary Services through the Service Provider authorised website i.e.Elite Assist Website.

4. Cancellations and Refund policy applicable for Elite Assist Services

S.No.	Cancellation of Services	Cancellation Policy
1	Flight gets cancelled	100% refund
2	Cancellation > 24 hours before service	50% refund
3	Cancellation < 24 hours before service	No refund
4	Date Change/ Time Change* > 24 hours before service	50% refund
5	Date Change/ Time Change* > 24 hours before service	No refund

*If change is due to Airline, no cancellation charges shall be applicable

1. Note:

Definition of Booking Amount
For the purpose of calculating cancellation charges, Booking Amount shall refer to the total amount paid by the Facilitator, inclusive of all applicable taxes.
Refund Processing
The Service Provider shall make reasonable efforts to process any applicable refunds within 15 (fifteen) days from the date of cancellation and receipt of complete bank or credit card details.
Rescheduling of Services
In the event of rescheduling, the Guest must provide the revised itinerary within 48 (forty-eight) hours of submitting the rescheduling request. All rescheduling is subject to availability and cannot be guaranteed.
Non-Refundable Circumstances
No refund shall be issued under the following circumstances:
1. Provision of incorrect travel details by the Guest(s) during the booking process;
2. No-shows;
3. Delayed, missed flights
4. Late arrival at the airport resulting in denied check-in or boarding by the airline;
5. Any misconduct, unlawful, or prohibited activity committed by the Facilitator and/or Guest(s).

5. General

The scope of Services includes various services and packages broadly defined under following categories: the Service Provider reserves the right to amend, add to, change or remove any part of these Terms and Conditions at any time, without notice. Any changes to these Terms and Conditions or any terms posted on the Website apply as soon as they are posted. By continuing to use the Website after any changes are posted, you are indicating your acceptance of those changes.
The Service Provider reserves the right to add, change, discontinue, remove or suspend any other content posted on the Website, including features and specifications of products described or depicted on the Website, temporarily or permanently, at any time, without notice and without liability.
The Service Provider reserves the right to undertake all necessary steps to ensure that the security, safety and integrity of the Service Provider’s systems as well as its client’s interests are and remain, well-protected.
The Service Provider reserves the right to take various steps to verify and confirm the authenticity, enforceability and validity of reservations placed by Facilitator(s).
The Service Provider in its sole and exclusive discretion, concludes that any reservation(s) is not or do not reasonably appear to be, authentic, enforceable or valid, then the Service Provider may cancel the said reservation any time before or during the Service.
Any communications or materials to the Website by electronic mail or otherwise, including any comments, data, questions, suggestions or the like, all such communications are, as may be received by the Service Provider will be treated by the Service Provider as non-confidential.
Facilitator(s)/Guest(s) hereby give up any and all claim that any use of such material violates any of Facilitator(s)/Guest(s) rights including moral rights, privacy rights, proprietary or other property rights, publicity rights, rights to credit for material or ideas, or any other right, including the right to approve the way the Service Provider uses such material.
Any material submitted to our website may be adapted, broadcast, changed, copied, disclosed, licensed, performed, posted, published, transmitted or used by the Service Provider anywhere in the world, in any medium, forever. Facilitator(s) agrees that it has read our Privacy Policy as provided on our website.
Facilitator(s) acknowledges that Internet transmissions are never completely private or secure. Facilitator(s) further understands that any message or information as may be sent to our website may be read or intercepted by others unless there is a special notice that a particular message (for example, credit card information) is encrypted (send in code). Sending a message or email or any communication written or verbal to the Service Provider does not cause the Service Provider to have any special responsibility to Facilitator/Guest(s).
Copying of part or all the contents of this website without permission of the Service Provider is prohibited except to the extent that such copying/printing is necessary for the purposes of availing of the Services.
Disputes, if any, shall be subject to Indian laws and shall be exclusively subject to the jurisdiction of the courts at Mumbai.
The booking for Services displayed on this website may not be available for purchase in any particular country or locality. The reference to such Services on the website does not imply or warrant that the booking of Services will be available at any time in such particular geographical location(s). Person or entity interested in booking the Services may check with their local Sales Agent for information on the availability of Services. Unless otherwise agreed in writing, these Terms and Conditions along with the Privacy Policy shall be entire agreement and understanding between the Service Provider and the Facilitator(s)/Guest(s), as the case may be.

Country/region