Terms & conditions

1. Definitions

In this Agreement, unless the context expressly provides otherwise, the following definitions shall apply:

  • “PARADIGM” – Paradigm Meet & Greet srl and its parent, affiliate, associate, and subsidiary companies trading as PARADIGM, or any other trading name as may apply.
  • “Service” – any airport Meet & Greet service and chauffeur transportation service arranged by PARADIGM.
  • “Client” – the person, organization or entity who requests and books the Service.
  • “Booking” – reservation/engagement of Service which the Client paid and PARADIGM confirmed and invoiced.
  • “Passenger(s)” – the person(s) to whom the Service is delivered.
  • “Greeter(s)” – local airport agent(s) engaged as subcontractor(s) by PARADIGM and representing PARADIGM by delivering the Service to the Passenger.
  • “Driver(s)” – authorised chauffeur(s) carrying out PARADIGM’s transportation services.
  • “Service Time” – For airport Meet & Greet services, the Service Time corresponds to the time of the meeting between the Greeter and the Passenger. For chauffeur transportation services, the Service time corresponds to the time of the Passenger’s pick-up.
  • “Service Place” – The place where the Service is scheduled to start, according to the standard procedure of PARADIGM’s Service or according to the direct arrangements between the Passenger and the Agent or the Driver.  
  • “Prohibited Goods” – any goods which are or may be illegal or prohibited under the laws of the country in which the Service is being provided, including noxious, dangerous, hazardous, flammable or explosive goods.
  • “Conditions” – the terms and conditions hereby indicated and any special terms and conditions agreed in writing between the parties.

2. Terms of use

Any user of www.paradigmairportservices.com agrees to be legally bound by these Conditions, which shall take effect immediately. If the user does not agree to be legally bound by all the following Conditions, he/she is not to access www.paradigmairportservices.com and/or use the Services of PARADIGM.

3. Client’s undertakings and obligations

3.1. General information or rates provided on the phone by PARADIGM to the Client are not binding. The Client is to submit requests for bookings exclusively in written form, through PARADIGM’s email address info@paradigmairportservices.com or using the request form implemented on the website www.paradigmairportservices.com.

3.2. All Services must be booked at least 72 hours before the Service Time. PARADIGM reserves the right to decline requests coming less than 72 hours before the Service Time or to apply last minute surcharges.

3.3. It is the Client’s responsibility to book a Service that allows the requested formalities to be completed in good time. In case of an airport Meet & Greet Service on transit (connection), the Client must make sure that the connection time, i.e. the time between the arriving flight and the departing flight of the Passenger, is of reasonable length; PARADIGM will not be held responsible of any missed connection.

3.4. When making a Booking with PARADIGM, It is the Client’s responsibility to provide all the requested information, inter alia the flight number, the Service date, the airport(s) of interest, the Passengers’ names and passport data, and to verify the correctness of such information.

3.5. For Services which require the Client to provide a contact of the Passenger and/or of his/her driver, it is the Client’s responsibility to ensure that the provided contact is correct and operational on the Service day.

3.6. It is the Client’s responsibility to inform PARADIGM about the exact number and full names of all Passengers to whom the requested Service must be delivered. The Greeter reserves the right to refuse Service to Passengers whose names had not been communicated before; should such Passengers receive the Service in part or in full, PARADIGM will be entitled to present the Client with adequate surcharges which the Client commits to settling immediately.

3.7. It is the Client’s responsibility to inform PARADIGM about the presence of children, infants or toddlers among the Passengers as this may influence the Service procedure.

3.8. It is the Client’s responsibility to inform PARADIGM about the presence of any disabled or ill person among the Passengers as this may influence the Service procedure.

3.9. In case Porter services are requested, it is the Client’s responsibility at the moment of the booking to advise PARADIGM about excessive quantities of luggage (over 4 pieces) and / or about particularly large or heavy pieces of luggage.

3.10. The Client acknowledges that, in case of issues caused by incorrect of insufficient information on behalf of the Client, PARADIGM will not be held responsible and will not grant any refund to the Client.

3.11. It is the Client’s responsibility  to ensure that the Passenger locates the Greeter / the Driver in the previously agreed airside or landside Service Place. In case the Passenger cannot locate the Greeter / the Driver at the agreed Service Time and Place, the Passenger or the Client must contact PARADIGM at any emergency number mentioned on the Service confirmation and ask for immediate assistance. The Client acknowledges that failure to do so may lead to the Service being marked as a “no-show” and no refund will be granted to the Client.

3.12. It is the Client’s responsibility to immediately inform PARADIGM about any circumstance that may alter the Service Time and place, for example

  • if the flight is rescheduled or cancelled before its departure, or
  • if a significant delay to departure occurs before boarding, or
  • if the flight is changed to a different flight number and/or a new carrier.

3.13. The Client acknowledges that the use of PARADIGM’s Services does not generally exempt passengers from obligatory government measures or requirements such as aviation security checks, passport and customs checks.

3.14. PARADIGM and the Greeter are not responsible for the Passenger’s Customs clearance, approval of the Passenger’s visa and approval of any of the Passenger’s travel documents. It is solely the Passenger’s responsibility to ensure that he/she has the relevant documents to clear the necessary formalities. If the Passenger is unable to clear Customs or any other mandatory formality, PARADIGM will not be held responsible and no refund will be granted to the Client.

3.15. It is the Client’s responsibility to declare in advance any Prohibited Goods that will be carried. The Client acknowledges that PARADIGM and its Greeter is under no obligation to provide Services to Passengers in possession of such Prohibited Goods. The Client agrees to (i) indemnify PARADIGM and Greeter against and (ii) hold PARADIGM and the Greeter harmless from any penalty, loss, damage, claim, cost or expense which PARADIGM or the Greeter may incur directly or indirectly as a result of any breach of this requirement.

3.16. PARADIGM and its Greeters and Drivers reserve the right to refuse Service to

  • any Passenger who appears to be under the influence of drugs/alcohol, and/or
  • any Passenger whose behaviour is perceived to be a threat to the driver, Greeter, other persons, vehicle or any other property, and / or
  • any Passenger who refuses to follow the rules of the airport and / or of the country where the Service is requested.

In such situations, the Service will be voided and no refund will be granted to the Client.

4. Product & Services

4.1. PARADIGM will engage and dispatch local resources, referred to herein as Greeters or Drivers, to perform all or parts of the Service.

4.2. The Service will normally begin when the Greeter / Driver meets the Passenger at the meeting point specified to the Client at the moment of the booking and will normally end when the Greeter / Driver leaves the Passenger.

4.3. If not otherwise specified, an airport Meet & Greet Service on arrival entitles to a maximum Service time of 1 (one) hour, starting from the scheduled time of arrival of the flight advised by the Client at the moment of the Booking. If the maximum Service time is exceeded, surcharges may occur.

4.4. If not otherwise specified, an airport Meet & Greet Service on departure entitles to a maximum Service time of 2 (two) hours, counted backwards from the scheduled time of departure of the flight advised by the client at the moment of the Booking. If the maximum Service time is exceeded, surcharges may occur.

4.5. If not otherwise specified, an airport Meet & Greet Service on transit entitles to a maximum Service time of 3 (three) Hours, starting from the scheduled time of arrival of the inbound flight advised by the Client at the moment of the Booking. If the maximum Service time is exceeded, surcharges may occur.

4.6. The Greeter provides the Passenger with Fast Track or any fashion of expedited or priority passage through airport formalities wherever available, requested by the Client and allowed by the relevant airport Authorities.

4.7. Airside access may be subject to security restrictions at some airports or in particular circumstances. It will be PARADIGM’s responsibility to promptly advise the Client if this is the case.

4.8. Porterage, i.e. assistance with the carriage of the luggage, may be prearranged at a discretionary rate based on the quantity of luggage. If not indicated otherwise, a maximum of 3 (three) standard pieces of checked luggage is handled by 1 (one) person, who, depending on the Service location, may be a separate baggage porter specifically appointed to this task or the same Greeter in charge of the Meet & Greet Service. In compliance with security regulations, porterage can only be provided in the following areas:

  • on arrival: from the baggage claim hall to the outside parking area;
  • on departure: from the outside parking area/terminal entrance to the airline bag drop-off;
  • in transit (if the luggage must be collected and rechecked): from the baggage claim hall to the airline bag drop-off counters.

4.9. Lounge access may be prearranged to Passengers who opt for this paid service. Lounge availability is, however, limited and determined by the norms of the airport and the airlines; it is PARADIGM’s responsibility to verify the availability of the requested lounge access and inform the Client accordingly.

5. Pricing & Inclusions/Exclusions

5.1. Prices are based on PARADIGM’s tariff at the time of quoting. The price quoted by PARADIGM will include all knowable charges for the Service that has been requested  by the Client. Prices may not include foreign departure tax, Immigration clearance charges i.e. Visa fee, security fees or fines, port charges, customs, immigration, passenger-facility charges, airline fees or international transportation tax.

5.2. Prices may change until a Booking is confirmed. PARADIGM will not change the price of a Booking after this has been confirmed, regardless of how much time remains until the Service date, unless in case an amendment request occurs (see § 5.3.).

5.3. If an amendment to a previously confirmed Booking is requested by the Client and is approved by PARADIGM then the amended price will use the exchange rates and tariffs subsisting at the time of change.

5.4. Prices do not include provision for any additional product unless explicitly stated as included at the moment of the Service booking. PARADIGM reserves the right to bill the Client with surcharges for any additional services explicitly requested and obtained by the Passenger as the service is ongoing, such as electric buggy usage, porter services, lounge access, Tax-Refund assistance, additional Service time or additional road stops and the Client commits to providing immediate payment.

5.5. Tips/gratuities to Greeters / Drivers are not included in the prices and remain at the Passenger’s discretion.

6. Booking payment and confirmation

6.1. Prepayment by credit/debit card is required in order to make a Booking. A non-refundable service fee of 3.5% for processing card payments applies by default to all payments made by the Client.

6.2. All prices outlined by PARADIGM are in Euros, however the currency used for the credit card payment will be the one that the Client selects at the moment of the payment. PARADIGM cannot know or influence the exchange rate and policies that are applied by the Client’s bank or card merchant in determining the final charge made.

6.3. No binding contract between the Client and PARADIGM will be established until the Client’s Booking is confirmed. A Booking is confirmed once:

  • the Client has agreed to the quote proposed as well as to PARADIGM’s Conditions; and
  • PARADIGM has received a full prepayment for the requested Service; and
  • PARADIGM has issued and sent to the Client an email Booking confirmation stating the details of the Booking.

6.4. It is the Client’s responsibility to check the email Booking confirmation sent by PARADIGM with regard to its correctness and contact PARADIGM immediately in case of any errors.

6.5. The confirmation and provision of any Service offered by PARADIGM are possible only by prior permission of the local Customs or Border Control authorities. It is at the discretion of said authorities to deny or revoke such permission for security reasons, in which case PARADIGM will promptly advise the Client about the impossibility to provide the requested Service.

6.6. Should PARADIGM be unable to provide a Booking confirmation because of its own Greeter / Driver unavailability or because the local Customs or Border Control authorities do not allow the Service to be provided (see § 6.5.), PARADIGM will process a full refund of the prepayment made by the Client.

6.7. A double booking is a Booking made with multiple parties of the same Service, at the same Service Time and Place, for the same Passengers. Should PARADIGM be unable to provide a Booking confirmation as a result of a double booking, PARADIGM reserves the right to deny a full refund of the prepayment made by the Client.

6.8. If the Client’s card company does not authorize the transaction, the Client agrees to make immediate payment to PARADIGM at the Client’s own cost by using a different card or payment method. The Client agrees that no payment properly payable and due to PARADIGM from the Client will be withheld by the Client in respect of any claim or alleged claim by the Client against PARADIGM howsoever arising and whether by way of set-off, counterclaim or otherwise.

6.9. A chargeback is a dispute made by the Client of a charge made on the credit card provided at the moment of the booking. If the Client makes an unjustified chargeback, PARADIGM reserves the right to charge the Client with a EUR 100 penalty fee. Examples of unjustified chargebacks are (i) if the Client issues a frivolous, false or unjustified complaint, (ii) if the Client starts an unwarranted dispute with his / her credit card company, (iii) if the Client refuses to pay for a properly delivered Service and any charges thereto, (iv) if the Client refuses to pay properly due Fees for additional services, late booking Fees, amendment, cancellation or no-show charges.

6.10. Refunds will be made provided that (i) the Client has processed a full payment, (ii) PARADIGM has duly received the monies paid by the Client and (iii) the Booking is eligible for refund. For a Booking originally paid for by credit/charge card, any refund will be automatically processed to the credit/charge card account that was used for the Booking original prepayment. No other methods of refund payment will be possible.

6.11. The Client acknowledges that Greeters and Drivers are have no competence whatsoever in matters concerning payments, fees, surcharges, Booking Terms & Conditions and that no statement made by a Greeter or a Driver in this regard has any validity unless validated in written form by the Director or Staff of PARADIGM. As such, PARADIGM will disregard any request for discounts, partial / total refunds or similar favourable treatments addressed to PARADIGM by the Client based on any factual or alleged statements made by Greeters / Drivers upon the provision of a Service.

6.12. No direct payment to the Greeter / Driver for any Service is possible before, during or after the Service time.

7. Booking changes, cancellations, no-shows

7.1. If not indicated otherwise, PARADIGM may accept changes to a previously confirmed Booking. Booking changes include, but are not limited to:

  • a change of the Service date and/or time;
  • a change of the flight number;
  • a change in the number of Passengers to whom the Service must be provided.

7.2. Booking changes are possible only provided that they are compatible with the schedule of the Greeter / Driver and do not conflict with the norms of the airport or the country where the Service must be provided.

7.3. A request for a Booking change will be processed by PARADIGM only provided that

  • it is submitted by the Client to PARADIGM in written form, and
  • it is submitted by the Client to PARADIGM before the Service time of the original Booking, and
  • it includes the new Booking details and schedule in a full and clear fashion.

7.4. All Bookings must be bound to a specific date, time and location. Under no circumstances can a previously confirmed Booking, or any payments made for it, be left on hold for an indefinite period of time.

7.5. If not indicated otherwise, it is not possible to change the date and/or the time of a confirmed Service less than 48 hours before the scheduled Service time. If the Service is requested for a different date and/or time than previously confirmed, the existing Booking must be cancelled with a 100% fee according to the terms specified in § 7.7. and a new Booking and a new prepayment must be made.

7.6. A complete change of the Passenger list of a confirmed Booking is not possible. Should a Service be required for a completely different Passenger list than the one previously confirmed, a new Booking must be made.

7.7. Booking cancellations made before the scheduled Service time are subject to the following standard cancellation terms:

• if the cancellation is made more than 72 hours before the scheduled Service time, no cancellation fees apply;

• if the cancellation is made between 72 hours and 48 hours before the scheduled Service time, a 50% cancellation fee applies;

• if the cancellation is made less than 48 hours before the scheduled Service time, a 100% cancellation fee applies.

7.8. Alternative cancellation terms than those listed in § 7.7. may apply for Services provided at certain locations. If this is the case, PARADIGM will inform the Client about the alternative cancellation terms, which will consequently supersede the standard terms listed in § 7.7.

7.9. The removal of one or more Passengers from a confirmed Booking is subject to the cancellation terms specified in § 7.7. or to any alternative cancellation policy specified by PARADIGM at the moment of the Service request.

7.10. A Booking cancellation or a Booking change may be deemed final only when confirmed by PARADIGM to the Client via email.

7.11. Should the impossibility to confirm a Booking change bring to a Booking cancellation, this cancellation will be subject to the standard cancellation terms specified in § 7.7. or to the alternative cancellation policy specified by PARADIGM to the client at the time of the service Request.

7.12. If the Passenger fails to appear at the scheduled meeting time and spot, the service will be regarded as “no-show” and no refund will be granted by PARADIGM.

7.13. If the Passenger elects to decline or terminate the service for whatever reason while being met or assisted by the Greeter/Driver, no refund will be granted by PARADIGM.

7.14. The terms of PARADIGM on Booking cancellations and changes apply regardless of the reasons which may have prompted the Client to request a Booking cancellation or change.

8. Complaints & disputes

8.1. Any complaint or dispute regarding the provision of a Service should be notified to PARADIGM in writing by email or fax within 14 days of the Service date. PARADIGM reserves the right not to investigate any complaint received later than 14 days after the Service date.

8.2. PARADIGM reserves the right not to investigate any complaint deriving from the misinterpretation of the title, description and/or documentation of the Services on behalf of the Client.

9. Declaration

9.1. By making a booking with PARADIGM, the Client acknowledges to have read, understood and accepted in full all the Conditions listed hereby.

9.2. The Client agrees to indemnify and to exclude PARADIGM from any liability arising out of, in relation to or in connection with the carriage of any Prohibited Goods and / or any illegal or prohibited action or behaviour by the Passenger during the period of the Service.

9.3. The Client acknowledges to have not entered into this contract relying upon any representation properly made by or on behalf of PARADIGM and have not relied upon any correspondence, web content, written or verbal statement or sales literature issued by a third party independently or on behalf of PARADIGM.

9.4. The Client acknowledges to have freely accepted these Conditions in the knowledge that the liability of PARADIGM is to be limited in accordance with these Conditions.

9.5. The Client acknowledges that these Conditions, subject to and together with any variation agreed in writing between the Client and the director of PARADIGM, shall constitute the entire contract between PARADIGM and the Client and shall override or supersede any previous contract or arrangement between PARADIGM and the Client and in particular shall operate to the exclusion of any terms and conditions at any time imposed by the Client in writing or verbally, and shall supersede any earlier version of these terms and conditions.

10. Use of the Website

10.1 If you do not agree to the following terms of use, please refrain from using the website www.paradigmairportservices.com or the Services offered by PARADIGM.

10.2. You agree not to use, reproduce, republish, download, post, broadcast, transmit, make available to the public, or otherwise use www.paradigmairportservices.com content (inclusive of text, images, logos, icons, URLs, pricing information, etc.) in any way except for your own personal, non-commercial use.

10.3. You agree to use www.paradigmairportservices.com only for lawful purposes, and in a way that does not infringe the rights of, restrict or inhibit anyone else’s use of www.paradigmairportservices.com. Your use of www.paradigmairportservices.com is intended for personal, non-commercial use and/or to make legitimate requests to book the products or services offered.

10.4. You agree not to use this site to make any speculative, false or fraudulent requests.

10.5. You agree not to use robots or other automated means to access this site, unless specifically permitted by PARADIGM.

10.6. Generally, PARADIGM will use the personal data which you have provided to us for the purposes of fulfilling your application for any of its services and products, credit checks in the case of applications, and for understanding how it can improve our services to you.

10.7. Web sites that have links on our site may collect personally identifiable information about you. The data protection practices of those web sites linked to PARADIGM are not covered by this policy statement. You are advised to check the data protection policies of these third party websites yourself before using those sites.

10.8. PARADIGM may disclose user information when required by the law.

10.9. PARADIGM has made every possible effort to secure www.paradigmairportservices.com for your protection including security certifications but cannot warrant against any unlawful hacking or leak of information from the internet. PARADIGM cannot ensure or warrant the security of any information you transmit to us via the internet, and you do so at your own risk. Once we have received your transmission, PARADIGM will use its best efforts to ensure its security on our systems.

11. Disclaimers & Limitations of Liability

11.1. PARADIGM accepts no responsibility for the cost, loss or damage to any luggage or property transported during the Service, regardless of how such a loss or damage may be caused.

11.2. The full liability of PARADIGM in relation to the Client under all and any circumstances including non-performance shall be limited to a sum equal to and not exceeding the charges paid by the Client to PARADIGM for the Service affected.

11.3. If PARADIGM or the Greeter / Driver should be found liable for any loss, injury or damage which arises out of or is in any way connected with any of the herein described functions, PARADIGM’s or the Greeter / Driver‘s liability shall in no event exceed the maximum insurance cover held by PARADIGM or the Greeter / Driver, whichever is the lesser.

11.4. Under no circumstances will PARADIGM or its Greeters, affiliates, suppliers, and/or distributors be liable for any of the following losses or damage (whether such losses where foreseen, foreseeable, known or otherwise): (a) loss of data; (b) loss of revenue or anticipated profits; (c) loss of business; (d) loss of opportunity; (e) loss of goodwill or injury to reputation; (f) losses suffered by third parties; or (g) any indirect, consequential, special or exemplary damages arising from the use of the www.paradigmairportservices.com website or PARADIGM Products or Services regardless of the form of action.

11.5. PARADIGM will not be liable for any of its own or its Greeter’s failure to perform its obligations and/or any cost, loss or damage which results directly or indirectly from any cause or circumstance which is beyond PARADIGM’s reasonable control. Without limiting the generality of the foregoing, the following shall be regarded as such “Force Majeure” circumstances: explosion, fog, flood, extreme weather, typhoons, cyclones, hurricanes, fire, epidemic, major road closures, state/diplomatic visits; war, hostilities, embargo, blockade, invasion, riot, revolution, civil disturbance, or acts of terrorism, ash cloud, strikes, lockouts or boycotts, labour dispute (but not of Greeter’s own workforce) which involves stoppage of work; acts or restrictions or regulations or by-laws, revocation of or refusal to grant a license or permit, seizure under legal process, prohibitions, or measures of any kind on the part of any governmental or regulatory authority (including a bona fide airport authority), or temporary suspension of access to any part of an airport where access is required to provide the Service, or failure of a utility service (including but not limited to electricity, gas, water, internet, or telecommunications).

11.6. PARADIGM does not guarantee that the functionality, content or information displayed on www.paradigmairportservices.com  or any PARADIGM affiliated website will be uninterrupted or error free, that defects will be immediately corrected, or that www.paradigmairportservices.com or the servers which contain it are free of viruses or bugs.

11.7. PARADIGM strongly recommends that the Client or the Passenger purchase a comprehensive travel insurance policy covering charges the passenger will incur in the event of delays, cancellations or voluntary or involuntary changes to flights, changes in airport conditions, extended driving times and lost or damaged baggage.

12. Various

12.1. These Conditions may be modified by PARADIGM from time to time without prior notice. The subsisting and applicable Conditions are available by request and are posted on the PARADIGM website www.paradigmairportservices.com.

12.2. A person who is not a party to any contract governed in whole or in part by these Conditions (save for any employee, Greeter or sub-contractor of PARADIGM) has no right to enforce or have the benefits of any term or conditions.

12.3. The terms contained in each clause or sub-clause of these Conditions are separate and distinct in that each of them may be enforced separately. The parties agree that if any clause or sub-clause shall be adjudged void or ineffective for whatever reason, but would be adjudged valid and effective if part of the wording thereof was deleted, the clause or sub-clause shall apply with such modification as may be necessary to make it valid and effective and shall not invalidate any other Conditions.

12.4. These Conditions shall be subject to the Laws of Italy and the parties hereby submit to the non-exclusive jurisdiction of Italy.