Terms & Conditions — Apex Passage

Apex Passage must not be used as a means of circumventing mandatory official procedures during passenger processing, including passport control, security screening, or customs clearance

Immigration and customs areas operate independently and are subject to their own regulations, which must be strictly observed. Passengers remain responsible for carrying and handling their own documents and personal belongings while within these areas.

It is important to note that airlines, immigration authorities, and Meet and Greet teams operate independently. In the event of flight delays, cancellations, or changes in border regulations that prevent passengers from boarding or entering a country, the provisions set out in the Meet and Greet Terms and Conditions shall continue to apply. Even if passengers are unable to travel and therefore cannot use Apex Passage Services, all charges remain non-refundable in order to cover airport fees and the scheduled time reserved by greeters for the service. Apex Passage shall not be held responsible for decisions made by airlines, customs authorities, or immigration officials. Any assistance provided by Apex Passage representatives is subject at all times to the authorization of airport authorities, as airport regulations and service availability may vary by location.

Customers using Apex Passage Services are responsible for the payment of any applicable VAT, sales taxes, or other governmental charges imposed based on the location where the services are provided.

Service requests shall be deemed binding only upon issuance of an official confirmation email by Apex Passage.

Please note that payment does not constitute automatic confirmation of a booking. All bookings are subject to availability and shall only be considered confirmed once Apex Passage issues a confirmation by email. Customers will be notified of the status of their booking via email. In the event that a service request is denied, unavailable, or cannot be fulfilled, any payment received shall be refunded in full.

Apex Passage further reserves the right to cancel a confirmed booking up to 12 hours prior to the scheduled service time if unforeseen circumstances arise that prevent fulfillment of the service. Such circumstances may include, without limitation, the suspension or restriction of VIP services by airport authorities or other governmental entities. In such cases, Apex Passage shall notify the customer as soon as reasonably possible and no later than 24 hours prior to the scheduled service time. Any payments made for the affected service shall be refunded in full without undue delay.

Pricing for Apex Passage Services is subject to periodic review and adjustment. For bookings requested or scheduled more than two (2) months in advance, Apex Passage reserves the right to revise pricing prior to the service date. Should a price adjustment become necessary, the customer will be notified in advance and given the option either to cancel the booking and receive a full refund or to pay the applicable price difference in order to retain the service.

It is the responsibility of the customer or booking agency to promptly inform Apex Passage of any voluntary changes made to the original itinerary, including but not limited to flight changes, schedule modifications, or passenger information updates.

Cancellations made less than twenty-four (24) hours prior to the scheduled service time shall be non-refundable - VIP Meet & Greet
Cancellations made between twenty-four (24) and forty-eight (48) hours prior to the scheduled service time shall be subject to a cancellation fee equal to fifty percent (50%) of the total service fee - VIP Meet & Greet
In the event of a no-show, the full service fee shall be charged and no refund shall be issued - VIP Meet & Greet

Any modifications to existing bookings, including but not limited to changes to passenger names, travel dates, flight details, or itineraries, requested less than forty-eight (48) hours prior to the scheduled service time, shall be subject to availability and may incur additional charges of up to one hundred percent (100%) of the original booking value. In such circumstances, any fees previously paid to Apex Passage shall be non-refundable.

A transaction processing fee equal to seven percent (7%) shall be deducted from all approved refunds. In the event of any modification to an existing reservation, if a difference exists between the original booking rate and the applicable rate at the time of amendment, Apex Passage reserves the right to charge the customer for any such price difference. Any additional charges resulting from booking modifications shall be processed at the time the modification request is submitted and confirmed.

Our services operate independently of airline operations, and Apex Passage shall not be held liable for any disruptions, delays, or inconveniences arising from airline-related delays or cancellations. Greeters are scheduled and deployed in advance to ensure availability and must be compensated in full for the reserved time slot. Passengers remain responsible for any additional costs incurred as a result of airline-related delays or cancellations.

Please note that Apex Passage does not provide refunds for duplicate or double bookings made by clients who choose to reserve services as a backup while awaiting confirmation from another provider. If a client proceeds to use services from another provider instead of utilizing Apex Passage Services, the original booking shall remain non-refundable. Clients are responsible for making a final and exclusive booking decision prior to confirmation and must not maintain multiple concurrent bookings across different providers to secure alternative options. Requests to cancel and obtain a refund after choosing to proceed with another provider will not be accepted under any circumstances.

The customer or booking agency is responsible for providing Apex Passage with all necessary and accurate information required to properly coordinate and deliver the service. In the event that the service cannot be fully or properly completed due to incorrect, incomplete, or missing information provided by the customer or agency, the service shall not be eligible for any refund.

The service is priced, sold, and confirmed based on a predetermined number of passengers. Should additional passengers beyond those originally confirmed be added to the booking, Apex Passage will apply additional charges accordingly and reserves the right to charge the original payment method for any such additions.

Greeter availability, once confirmed, remains conditional until payment has been successfully received and acknowledged by the client. Reservations shall be held for a maximum of thirty (30) minutes from the time the payment link is issued to the client.

Apex Passage reserves the right to apply supplementary charges to bookings, including but not limited to:

Reservations made less than seventy-two (72) hours prior to the scheduled service
Services scheduled during early morning or late-night hours (22:00–08:00)
Services scheduled on public holidays, during the Olympic Games, or during any major events or high-demand periods occurring in the relevant city where the service is provided

Instances where clients are traveling with more than two pieces of luggage may be subject to additional baggage fees.

Excess baggage fees, change charges, and additional handling costs may apply. Apex Passage shall not be liable for any lost or missing luggage, and passengers remain responsible for verifying and collecting their baggage at the baggage belt with the assigned porter.

Any complaints or service-related claims must be submitted within forty-eight (48) hours of the completion of the service in order to be considered for a refund, where applicable.

By purchasing the service, the customer agrees not to disparage or make defamatory statements regarding Apex Passage, whether orally or in writing, and agrees not to publish, post, or otherwise disclose any material referencing the company, its operations, clients, employees, products, or services without prior express written consent.

Apex Passage Services does not include medical assistance, assistance with meals or beverages, assistance in restroom facilities, or personal care support. This includes, but is not limited to, assistance for passengers with cognitive, developmental, mobility, visual, or hearing limitations. Customers requiring disability-related support are advised to contact Apex Passage at +1 (307) 998 3776 prior to booking in order to discuss their specific requirements and determine service suitability.

Apex Passage operates in over 710 airports worldwide.
The terms and conditions outlined herein apply to all locations served, except where local regulations, airport policies, or service-specific restrictions apply, including but not limited to Amsterdam, some airports in Australia, Bangkok, Cartagena, Geneva, airports in India and Ireland, Japan, Jakarta, Munich, Montego Bay, Providenciales, Puerto Vallarta, Singapore, and all Private Lounges and Private Suites

Terms and Conditions for Specific Airports

Amsterdam (AMS) Airports:

Bookings cancelled less than 24 hours in advance: 100% of booking fee
Bookings cancelled less than 48 hours in advance: 50% of booking fee
Bookings cancelled less than 72 hours in advance: 25% of booking fee
Bookings cancelled more than 72 hours in advance: 7% fee applies

Australia Airports:

Bookings received with less than 50 hours’ notice: additional 100% of booking fee
Services on weekends: additional 25% of booking fee
Services on public holidays: additional 50% of booking fee
Bookings cancelled less than 48 hours’ notice: 100% of booking fee
Bookings cancelled between 48 hours and 7 days’ notice: 50% of booking fee
Bookings cancelled more than 7 days in advance: 7% fee applies

Bangkok (BKK):

Cancellations more than 14 days prior: full refund, subject to 7% handling fee (excluding non-refundable manual/last-minute booking fees)
Cancellations between 14 and 2 days prior: 75% cancellation fee
Cancellations less than 48 hours prior: non-refundable

Cartagena (CTG) Airport

Cancellations less than 48 hours in advance: non-refundable
Cancellations more than 48 hours in advance: 7% fee applies

Geneva (GVA) Airport

Cancellations more than 7 days in advance: 7% fee applies
Cancellations between 7 days and 100 hours prior: 25% fee
Cancellations between 100 and 52 hours prior: 50% fee applies
Cancellations less than 52 hours prior: 100% fee applies

Indian Airports

Cancellations more than 48 hours prior: 10 % fee applies
Cancellations less than 48 hours prior: 100% fee applies

Irish Airports

Cancellations less than 40 hours in advance: non-refundable
Cancellations more than 40 hours prior: 7 % fee applies

Jakarta (CGK) Airport

Cancellations less than 52 hours’ notice: 100% of booking fee applies
Cancellations more than 52 hours prior: 7 % fee applies

Japan Airports

Confirmed bookings: strictly non-refundable and non-cancellable, regardless of timing

Waitlisted/pending bookings:

Cancelled within 72 hours: 100% fee
Cancelled within 7 days: 50% fee
Cancelled 8+ days in advance: 7% handling fee

Munich (MUC)

Cancellations more than 96 hours in advance: 7 % handling fee applies
Cancellations between 96 and 72 hours: 50% fee
Cancellations less than 72 hours: 100% cancellation fee

Montego Bay (MBJ) Airport

Cancellations more than 48 hours in advance: 10% handling fee
Cancellations between 24 and 48 hours: 50% cancellation fee
Cancellations less than 24 hours: non-refundable

Providenciales (PLS) Airport

Cancellations more than 22 days in advance: 7% handling fee
Cancellations less than 22 days in advance: 100% cancellation fee

Puerto Vallarta (PVR) Airport

Once the service is confirmed, no refunds apply for any cancellations
Same-day cancellations: no refund and the service cannot be rescheduled
Cancellations with at least 72 hours’ notice: no refund; however, the service may be rescheduled within a 2-month validity period, provided proof of airline flight cancellation is submitted

Singapore (SIN) Airport

Service duration: 75 minutes; additional time is charged at the full hourly rate (minimum charge: 1 hour)
20% surcharge applies to same-day bookings and services between 22:00–07:00
20% peak season surcharge applies on public holiday eves and public holidays
Additional stops: charged at 50% of the contractual rate per stop (e.g., lounge to gate transfers)

20% surcharge applies during blackout periods:

New Year: 30 Dec 2024 – 2 Jan 2025
Chinese New Year: 27 Jan – 1 Feb 2025
IMDEX: 4 – 10 May 2025
Formula One: 1 – 7 Oct 2025
Christmas: 23 – 26 Dec 2025
New Year: 30 Dec 2025 – 2 Jan 2026
Airshow: 1 – 10 Feb 2026

Terminal 4 services: USD 100 surcharge per way (subject to taxes)
Amendments or cancellations less than 60 hours prior: full charge applies
No-shows: charged at full service rate
Cancellations more than 60 hours prior: 7% refund processing fee

Private Lounge & Suite Services – Terms and Conditions

VIP Private Lounge and VIP Private Suites services are typically provided through dedicated VIP lounges or terminals.
All applicable Terms and Conditions must be reviewed prior to use of the service
All reservation fees are non-refundable

Payment is required before a request is submitted to airport authorities. However, payment does not guarantee the right to cancel or receive a refund.

A refund is only possible if Apex Passage confirms in writing that the request was successfully cancelled before the airport authorities have finalized and processed the service.

In some cases, airport authorities may confirm the service internally before Apex Passage receives notification, which may result in a delay between authority confirmation and customer notification

If Apex Passage has not yet confirmed the service to the customer, this does not necessarily mean the service has not already been confirmed by airport authorities

Once confirmed, reservations are strictly non-refundable and non-modifiable under any circumstances

Changes or modifications made less than 48 hours prior to travel are subject to a 50% charge

LAX - Private Lounge Private Lounge & Suite Services:

All reservation fees are non-refundable and non-transferable
Changes made less than 48 hours prior to travel will incur a 50% charge
Cancellations made less than 48 hours prior to travel are not eligible for refunds or credits
Cancellations made more than 48 hours prior to travel: a 50% discount will be applied toward the cost of rebooking the service (this does not constitute a refund or credit; original reservation fees remain non-refundable)
Exceptions may apply in the case of airline cancellations or schedule changes. If an airline discontinues or modifies a flight, customers must notify Apex Passage Member Services and provide supporting documentation from the carrier to request a full credit

VIP Private Suite – London Heathrow Airport (LHR)

Fees for the Heathrow VIP Private Suite are non-refundable in the event of any booking cancellation
Changes to booking details, including date, time, flight information, or passenger numbers, are not permitted within fifteen (15) hours of the scheduled departure or arrival time, except at the sole discretion of Heathrow, and may incur additional charges of up to 100% of the booking value
In such cases, any fees already paid shall remain non-refundable
Bookings may be rescheduled to a date within three (3) months before or after the original booking date, subject to availability
Bookings are strictly non-transferable to passengers not included in the original reservation
Heathrow reserves the right to refuse Heathrow VIP Private Suite and/or access to Heathrow VIP areas for any passenger or meet-and-greet guest where required information is inaccurate, incomplete, or not provided in advance
This includes, but is not limited to:
Advanced Passenger Information for each passenger
Details of meet-and-greet guests (including names and number of guests)
Vehicle information used for transport to/from VIP areas, including driver details, where applicable

VIP Private Lounge Cancellation, Change, and Refund Policy – King Abdulaziz International Airport (JED)

Once the service is confirmed, the reservation is strictly non-refundable and cannot be modified for any reason

Transportation – Standard Cancellation Cancellation & Wait-Time Policy

Grace Period / Wait-Time Policy: Non-airport pickups (city, hotel, residence):
15-minute grace period after scheduled pickup time
Wait-time charges apply from minute 16, billed in 15-minute increments at the contracted hourly rate
Domestic airport arrivals:
30-minute grace period from aircraft touchdown (wheels down)
Wait-time charges apply from minute 31
International airport arrivals:
45-minute grace period from aircraft arrival at gate
Wait-time charges apply from minute 46
FBO (private jet) arrivals
30-minute grace period from scheduled spot time
Wait-time charges apply from minute 31
Seaport arrivals:
30-minute grace period from scheduled spot time
Wait-time charges apply from minute 31

Cancellation Policy

Sedans Sedans & SUVs:

Cancellations within 24 hours of pickup: 100% of trip total charged
Cancellations between 24–48 hours: 50% of trip total charged
Cancellations with more than 48 hours’ notice: no charge

Reservation-specific terms:

Certain bookings (including Sprinters or luxury vehicles) may have custom cancellation or wait-time conditions
Where applicable, the terms stated in the quote or trip confirmation shall prevail over standard policy

Additional Information:

Apex Passage operates in over 710 airports worldwide
These terms apply to all locations except those specifically excluded, including Amsterdam, airports in Australia, Bangkok, Cartagena, Geneva, airports in India and Ireland, Japan, Jakarta, Munich, Montego Bay, Providenciales, Puerto Vallarta, Singapore, and all VIP Private Suite/VIP Terminal services
For assistance, customers may contact the support team 24/7:
Phone: +1 (307) 998 3776
Whatsapp: +1 (307) 998 3776
Email: concierge@apexpassage.com