Terms & Conditions
Welcome to LHR Assist. These Terms and Conditions (“Terms”) govern all bookings, services, and use of our website at cdgvip.com. By booking a service or using our website, you confirm that you have read, understood, and agreed to these Terms in full. LHR Assist is a premium concierge and meet-and-assist service operating at London Heathrow Airport.
1. Definitions
– “We”, “Us”, “Our” refers to LHR Assist Ltd.
– “Client”, “You” refers to any individual or entity booking or receiving our services.
– “Services” means meet-and-assist, concierge, chauffeur, and any other services booked through LHR Assist.
– “Booking” means a confirmed reservation made via our website, telephone, email, or any other channel.
– “Greeter” means the LHR Assist representative or licensed partner agent assigned to your booking.
2. Bookings & Confirmation
A booking is confirmed only upon receipt of full payment and a written confirmation from LHR Assist. It is the client’s responsibility to ensure all details provided at the time of booking are accurate, including flight numbers, arrival/departure times, and number of passengers. LHR Assist accepts no liability for service failures arising from incorrect or incomplete information supplied by the client.
– Bookings made less than 24 hours before the scheduled service time are subject to a late booking surcharge.
3. Service Duration & Additional Charges
All standard services are inclusive of up to 3 hours of assistance time from the scheduled service start.
– Additional time beyond the 3-hour standard will be charged at the applicable hourly rate, as agreed at the time of booking or as notified to you.
– For transit services, where the interval between the inbound and outbound flight is greater than 3 hours, extended service charges will apply at the prevailing hourly rate. This charge is in addition to the base service price.
4. Lounge Access
Lounge access is not included within any standard LHR Assist service package unless explicitly stated in your booking confirmation. If lounge access is desired, this must be arranged and confirmed separately and will be subject to lounge availability and applicable third-party fees.
5. Children
Children under 3 years of age are included within the accompanying adult’s booking at no additional cost. Children aged 3 and over are charged at the applicable rate and must be declared at the time of booking.
6. Electric Buggy Service
Where an electric buggy or mobility vehicle has been requested, this is subject to availability at Heathrow Airport and cannot be guaranteed. LHR Assist will make best efforts to arrange this.
Please note: Buggy services are currently unavailable at Heathrow Terminal 5.
7. Cancellation Policy
Cancellations must be submitted in writing to reservations@cdgvip.com. The following cancellation terms apply:
- Cancellations made more than 48 hours before the scheduled service time: full refund less a 10% administration fee.
- Cancellations made between 24 and 48 hours before the scheduled service time: 50% refund of the total booking value.
- Cancellations made less than 24 hours before the scheduled service time: no refund.
- No-shows (failure to attend without prior cancellation): no refund.
A no-show for departure services occurs when the greeter is not contacted at least 15 minutes prior to the client’s arrival at the terminal, and the client proceeds without making contact.
A no-show for arrival services occurs when the passenger exits the arrivals hall without identifying or contacting the assigned greeter holding the meet sign.
8. Amendments
Requests to amend a confirmed booking (including changes to flight details, time, date, terminal, or number of passengers) must be submitted in writing. The following amendment fees apply:
- Amendments made more than 24 hours before the service: no fee, subject to availability.
- Amendments made between 12 and 24 hours before the service: a 50% surcharge of the original booking value.
- Amendments made less than 12 hours before the service: a 100% surcharge of the original booking value.
LHR Assist cannot guarantee that amendments can be accommodated, particularly at short notice. If an amendment cannot be fulfilled, the original booking terms will apply.
9. Refunds
Where a refund is due under these Terms, a 10% administration charge will be deducted from the refundable amount. Refunds will be processed to the original payment method within 7–10 business days of approval.
Refunds are not available for services that have been partially or fully rendered.
10. Service Engagement & Client Responsibilities
Departure Services
It is the client’s responsibility to communicate driver or transfer details to LHR Assist in advance, or to make direct contact with the assigned greeter no fewer than 15 minutes before the vehicle’s arrival at the terminal drop-off point. Failure to do so will be treated as a no-show and no refund will apply.
Arrival Services
Upon disembarking, passengers should look out for the assigned greeter, who will be positioned at the end of the jetty bridge or in the arrivals hall and will be holding a visible name board. If a passenger proceeds through the airport without identifying or contacting the greeter, this will be treated as a no-show and no refund will apply.
General Obligations
Clients must treat LHR Assist staff and partners with respect. We reserve the right to withdraw service without refund in cases of abusive or threatening behaviour.
11. Flight Delays & Disruptions
LHR Assist monitors flight information and will make reasonable adjustments to the service schedule in the event of flight delays or early arrivals. However, in cases of significant or extended disruption, service provision may be affected. LHR Assist will use reasonable endeavours to continue service but cannot guarantee full service delivery in cases of severe or prolonged disruption beyond our reasonable control.
We are not responsible for any costs, losses, or expenses incurred as a result of flight delays, cancellations, diversions, or other disruptions caused by airlines, air traffic control, weather, or other third parties.
12. Liability
LHR Assist acts as a marketing and client services intermediary. Airside and operational services are delivered by licensed, accredited partners operating under Heathrow Airport authority.
13. Intellectual Property
All content on cdgvip.com, including text, images, graphics, branding, and service descriptions, is the intellectual property of LHR Assist Ltd. Reproduction, redistribution, or commercial use of any content without prior written consent is strictly prohibited.
14. Privacy & Data Protection
LHR Assist collects and processes personal data in accordance with our Privacy Policy, available at cdgvip.com/privacy-policy. By making a booking, you consent to the processing of your personal data for the purposes of delivering the contracted service, including sharing with our licensed operational partners where necessary.
We comply with the UK General Data Protection Regulation (UK GDPR) and the Data Protection Act 2018.
15. Pricing & Payment
Prices are subject to change at any time without notice. The price confirmed at the time of booking is binding for that booking.
– Payment is required in full at the time of booking unless otherwise agreed in writing.
– LHR Assist reserves the right to apply a credit card processing surcharge, which will be disclosed prior to payment.
– Corporate and group bookings may be subject to separate pricing agreements.
16. Force Majeure
LHR Assist shall not be liable for any failure or delay in performing its obligations where such failure or delay arises from circumstances beyond our reasonable control, including but not limited to acts of God, pandemic, civil unrest, government action, airport closures, terrorism, extreme weather, or industrial action.
17. Third-Party Services
Where LHR Assist arranges or facilitates access to third-party services (including but not limited to chauffeur transport, airport lounges, or private charter), these are subject to the terms and conditions of the respective third-party provider. LHR Assist accepts no liability for the performance, quality, or availability of third-party services.
18. Governing Law
These Terms and Conditions are governed by the laws of England and Wales. Any disputes arising under or in connection with these Terms shall be subject to the exclusive jurisdiction of the courts of England and Wales.
19. Changes to These Terms
LHR Assist reserves the right to update or amend these Terms at any time. The current version will always be available at cdgvip.com/terms-conditions/. Continued use of our services following any amendment constitutes acceptance of the revised Terms. It is your responsibility to review the Terms prior to each booking.
20. Contact
For any questions, concerns, or complaints relating to these Terms or our services, please contact us:
LHR Assist Ltd
Website: cdgvip.com
Email: info@cdgvip.com
Operating Base: London Heathrow Airport, United Kingdom