Terms & conditons

Please check the necessary forms and health checks have been completed before your flight. Please do not fly if you are feeling unwell or have symptoms. UPGRADE has no control over immigration, nor Airport authority and passengers may be refused to board a flight and/or denied entry to a destination. Passengers have no recourse to claim refund or compensation in these instances. Bookings can be cancelled with full refund according to the advertised cancellation policy prior to the flight.

UPGRADE® is a registered trademark of TLV VIP, a registered limited company in England, UK, 09524348.

UPGRADE offers a live on demand marketplace, including and not limited to:
Airport VIP assistance and private transfers
Private guided tours and personal security
Chauffeur hire, helicopter, jets and yacht charters
Corporate, private event and wedding planning
Accommodation and related services

Planning and General Information

In this Agreement, UPGRADE means the “”Agency”” selected by the Client. The Agency is UPGRADE.

In this Agreement, Client means “the person or company paying for the booking” and/ or “the person or company consuming the booking”.

In providing travel information, making reservations and other documents to the client, UPGRADE acts solely as the agent for the travel services provider.

UPGRADE provides quotes, tailored to your requirements, subject to availability

All offers are correct at time of offer – bookings are confirmed only after client payment received by the agency

Prices include all local taxes and fees

Offers are valid for the dated offer and subject to change, including availability, after the offer date

Prices are based on multiple currencies and may change according to the exchange rate

How to Confirm a Booking

Bookings require a completed booking form with payment and valid email

Bookings are confirmed by email in 2 stages
Stage 1 is a system generated confirmation that the booking is processed subject to supplier availability

Booking reminders may be sent by email, SMS, Whatsapp or other electronic means according to GDPR

How to Correct Errors or Change a Booking

Errors or changes to bookings can be made according to the terms and conditions or cancellation policy of the booking, which may differ according to the services being offered.

Errors or changes can only be notified by the client to UPGRADE and confirmed by UPGRADE to the client by email, prior to the booking cancellation terms. Errors in bookings are the liability of the client unless a technological error is made by the Upgrade system

Once a booking is confirmed, complimentary changes at management discretion, multiple changes may incur additional service fees

Errors or changes in bookings or details that are not notified to UPGRADE prior to the relevant cancellation booking policy period as advertised, are the sole liability of the client.

Errors or changes in bookings or details that are provided by other forms of communication, such as telephone calls, WhatsApp, social media messages or similar, are not accepted as official notifications.

Failure to notify UPGRADE of errors or changes, prior to a booking may result in services not being rendered, or as expected and are the sole liability of the client.

Where possible, UPGRADE will notify the client of all changes to bookings. UPGRADE is not liable for notifications reaching the client.

Changes to a booking may incur extra charges outside the itinerary that were not planned in advance. All extra charges will be detailed to the client in advance where possible.

Changes and additions to the itinerary will be invoiced and charged separately.

How to Cancel or Postpone a Booking

Cancellations and / or postponing must be in writing from clients by email and confirmed from UPGRADE by email. Clients can use the system automated notification buttons to cancel and / or postpone bookings.

Cancellation by a client of all or any part of a booking is according the advertised cancellation policy for the service.

Refund policy is according to the cancellation policy of the service

UPGRADE may contact the client to change or cancel a booking in some exceptional cases. A full refund will be arranged in this case or if the client does not accept the change.

The agency is authorized to charge outstanding invoices by credit card provided by clients for guarantee

A booking can be postponed by a client once, upto 3 months from the original confirmed booking commencement date

Deposits can be re-used against postponed bookings

In case of Force Majeure, booking values can be postponed with deposit until 12 months after travel is permitted

The agency operates a late fee policy after one month nonpayment of a dated invoice at a monthly rate of 10% of the total fee owed

Non payment of invoices may result in further late fees and referral to debt collection agency in the city of origin

Additional Service Information

Contact details for the local service provider are provided with every booking. This contact information can be used for this particular booking and not for any other purpose.

If clients do not take the service booked, this is classed as a “no show”, us fully charged and there is no opportunity for refund.

If Customs request the opening of a client’s luggage, the owner of the suitcase must be present for the opening.

The agency cannot prevent delayed flights, security questions, airport traffic or lost luggage. However, once the plane has landed, 90 minutes waiting time is included for Airport VIP service unless otherwise advertised. Additional waiting time according to each booking.

Airport VIP greeters cannot be involved in security matters. In the event of passengers being delayed (eg due to security, luggage or other matters out of our control), additional waiting time will be required or the VIP agent will be released.

The agency’s interests lie in the safety, comfort and hygienic experiences for clients. In cases of ‘Force Majeure’, this clause is considered to be included in contracts to remove liability for natural and unavoidable catastrophes that interrupt the expected course of events and restrict participants from fulfilling obligations or causing delays or loss of service out of our control.

Airport Fast Track services depend on real-time airport traffic and security conditions. Fast track lanes might not be possible at very busy times, however, Airport VIP stewards will aim to guide clients through the fastest ways possible through the airport.

The agency is not responsible for delays, cancellatiobs, processes of airlines, Airports, transportation, and / or missed flights, misplaced luggage and/or weather and/or pandemics related delays, or the costs associated with these instances.

Circumstances that result in an extension of the agency’s representative’s scheduled time are subject to additional fees.

Insurance and Working Together 

The agency is an agent and not a direct supplier of services

The agency connects clients with third party suppliers

The agency assumes no responsibility for actions beyond its control in connection with travel services.

The agency is not responsible or liable for any claims, losses, damages, costs or expenses arising out of personal injury or death, loss of enjoyment, upset, disappointment, distress or frustration, loss of or damage to property, accident, delay, non performance, irregularity, or any consequence from them, which may be occasioned through the neglect or default or any act or omission of any services provider or any governmental authority or which may be occasioned through weather, equipment failure, labor disputes, sickness, theft or any other reason

The agency transmits the proceeds from the sale of services to the service provider supplying those services and the agency acts as the service provider’s agent.

In the event that such a travel service provider cannot provide the travel for which payment has been made, the agency will attempt to provide an alternative service provider or offer a full refund

The agency disclaims all liability for errors or bias in reservations, fares, or other information provided by any automated reservation system

By requesting services from the agency whether rendered or not, please note the following clauses: Covenant Not to Hire – The Client accepts and agrees that for the duration of 5 years from the time of the request, the Client shall not hire or solicit to hire, directly or indirectly, induce or persuade, any representative or employee of the agency, to quit or abandon their employment and/ or work with or for the client or their representative, except if the agency so consents in writing. Without consent from the agency, the Client shall be obligated to pay to the agency the sum of $5000 USD per agency representative or employee approached, so as to compensate agency for the costs incurred in the sourcing, selection and procurement of such services

Monthly Prize Draw: One social media post is selected every month at random. The owner of that post will win 100 USD voucher for Airport VIP service that can be booked via the agency platform.

Everything we do at Upgrade, we believe in 5Ps of VIP service. Passengers, Privilege, Personalisation,
Perfection and our Planet. We believe in thinking differently. The way we challenge the status quo is by making our services beautifully designed, simple to use and user friendly.

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