Terms of Service

1. Definitions

In these Terms of Service:

• “EWS”, “we”, “us”, or “our” means Elite World Services Limited, the legal owner and operator of www.eliteworldservices.com (a specialised service unit owned and managed by EWS).
• “Website” means www.eliteworldservices.com and all related subdomains, mobile sites, and applications.
• “Facilitator” means the person who completes the Booking Process on behalf of themselves or another Guest.
• “Guest(s)” means the person(s) to whom the Service is being rendered. A Facilitator may also be a Guest.
• “Porter” means the Airport Porter Supervisor designated or arranged by EWS or its licensed Vendor to provide Service to the Guest(s) at the Airport.
• “Service(s)” or “Airport Porter Service” means the paid airport assistance provided by EWS at the Airport as detailed in Clause 2 below, as may be amended from time to time.
• “Booking Process” means the action steps taken by the Facilitator to undertake a Service booking through online or offline channels acceptable to EWS.
• “Online Booking” means the online facility provided on the Website for booking and cancellation, subject to the terms herein.
• “No Show” means the failure of the Guest to reach the meeting point or identify themselves to the Airport Porter Supervisor, or if the Service is not required at the time of identification.
• “Member” means any entity authorised by EWS in writing on mutually-agreed terms for undertaking bookings on behalf of their clients in India and/or abroad.

2. Scope of Airport Porter Service

The scope of Services includes the service and its inclusions, broadly defined under the following categories:

• 2.1 Departure Porter Services: Baggage / Luggage / Loads carried out for a Guest for their International or Domestic flight by EWS.
• 2.2 Arrival Porter Services: Baggage / Luggage / Loads carried out for a Guest arriving on an International or Domestic flight by EWS.
• 2.3 Additional Services: Meet & Greet, Fast-Track Immigration, VIP Lounge Access, Wheelchair & Senior Assistance, Unaccompanied Minor, Group & Family Packages, and Airport Transfer — details on each service are available on the Website.

3. Online Booking

3.1 The Facilitator must complete the Booking Process on the Website in advance for availing Services. Confirmation of Services pursuant to all online and offline requests by Facilitators is subject to availability.
3.2 Facilitators shall use the Online Booking engine to make bookings.
3.3 Bookings can be made by the Facilitator for Porter Services available online by EWS from time to time, subject to Clause 4.7 below.
3.4 Facilitators can book online for up to 5 (five) Airport Porters per booking. For group bookings (more than 5 guests), please contact EWS on the contact details on the Website.
3.5 The Facilitator is responsible for providing EWS with correct and legitimate details about themselves and their Guest(s) during the Booking Process. EWS reserves the right at all times to take additional information in relation to the Facilitator and/or Guest(s) during the process of online/offline booking, or anytime during the performance of Services.
3.6 Any and all requests received and acknowledged by EWS do not guarantee the Service and shall be subject to written confirmation by EWS.
3.7 EWS reserves the right to accept, decline, or cancel a Facilitator’s request for Service without assigning any reasons.
3.8 During the Booking Process, the Facilitator is requested to take extra care while providing information about Guest(s), date and time of travel, contact numbers, etc. EWS assumes no responsibility whatsoever on account of any problem arising due to false or erroneous information, delay or cancellation of flight, or any reason whatsoever including any major event, change in flight schedule, or failure of Guest(s) to report at the Airport on time.
3.9 Once the Booking Process is completed, the Facilitator can request cancellation of Services in case of any change in travel plan. EWS shall initiate the refund process in line with the Cancellation and Refund Policy provided in Clause 5 below.
3.10 Any “transaction fee” charged by the issuing bank for the credit/debit card used to transact online shall be paid by the Facilitator. EWS shall have no liability to pay such transaction fee.
3.11 All Members shall deal with their clientele themselves; EWS assumes no responsibility for the transaction between a Member and its client. For all confirmed and legitimate Service bookings by Members, EWS shall only be responsible for providing the Service(s) to the Guest(s), subject to these Terms.

3.12 Credit / Debit Card

Payment for online bookings is accepted via all major credit and debit cards processed through our PCI-DSS-certified payment partner, Razorpay. If the Card used to transact online is issued in a country other than India, bank charges may apply and EWS shall not be responsible for any such charges levied by the Card-issuing bank. Card payment is subject to authorisation from the issuing bank.

3.13 Net Banking, UPI & Wallets

If the Facilitator has an account with one of the supported banks listed on Razorpay, the Facilitator can pay for bookings securely through their internet-banking option, UPI, or supported wallets. The amount will be debited from your account / wallet accordingly. EWS is not liable for any payment authorisation, as the payment gateway is responsible only for transmitting the information in an encrypted/secure format to the respective bank or wallet provider. Any issue with payment authorisation must be taken up with the respective issuer. This facility is valid for all bookings made in Indian Rupees (INR) currency for India-issued instruments only.

4. Conditions of Services at Airport Location

Performance of Porter Services to Guest(s) by EWS at the Airport shall be subject to the following conditions:

4.1 The Guest shall identify themselves to our Airport Porter Supervisor or call the number provided on the booking confirmation upon Arrival or Departure at the Airport.
4.2 The Guest(s) shall be solely responsible for compliance with all governmental regulations applicable while departing or arriving at the Airport, and for ensuring that all required documents are in order and comply with all conditions / requirements stipulated by the Government of India and other relevant authorities and agencies in relation to their air travel.
4.3 Service by EWS to Guest(s) shall be subject to written confirmation of the Service.
4.4 Duration of Service: The performance of Service will commence at the scheduled meeting time or the time of service as per the booking confirmation. However, EWS at its sole discretion may permit Guest(s) a window of 10 (ten) minutes from the scheduled meeting time to avail the Porter Service(s).
4.5 In case of any failure of Guest(s) to report on time at the meeting point or the time of service as per the booking confirmation, the Guest shall be deemed a NO SHOW and the Service will not be assured.
4.6 For each booking of Porter Service, Baggage / Luggage of 2 (two) pieces is carried out for the Guest(s). For check-in baggage, the sum of the 3 dimensions (length + breadth + height) must not exceed 62 inches (158 cm) per piece. Facilitators shall declare requirements during the Booking Process. EWS may accept additional requirements on payment of additional charges on the spot, subject to availability.
4.7 EWS at its sole discretion is entitled to cancel, alter or omit any part of the Service with or without notification to the Facilitator / Guest(s). In such cases, EWS’s liability shall be limited to re-performance of the cancelled Service. Where EWS is unable to re-perform the Service, partial or full refund may be provided at EWS’s sole discretion.
4.8 Delays and cancellations of Service by EWS may result from factors beyond its control — such as accidents, governmental restrictions, and events of force majeure. In all such cases EWS’s liability shall be limited to re-performance of the cancelled Service.
4.9 EWS reserves the right to withdraw the Porter Service without assigning any reason and without further reference, in case the Facilitator / Guest(s) is/are in breach of any term of these Terms of Service.
4.10 The Facilitator / Guest shall not use the Porter Service or its reference for any unlawful or prohibited purpose.
4.11 EWS at its sole discretion may decline to provide Service in case of any misconduct or unlawful or prohibited activity by the Facilitator / Guest(s).
4.12 For all products and services provided by third parties (e.g. limousine transfers, floral deliveries, hotel reservations), the terms and conditions, cancellation and refund policies of such third party shall apply. EWS shall not be liable to the Facilitator / Guest(s) regarding any product or service provided by any third party.
4.13 EWS’s liability, if any, shall in no event exceed the total charges paid by the Facilitator / Guest(s) for the Services. Under no circumstances shall EWS be liable for any consequential, exemplary, special, indirect, incidental, or punitive damages.
4.14 The Facilitator / Guest(s) agrees to indemnify EWS in respect of all claims, damages, losses, costs and expenses (including legal expenses) awarded against or incurred by EWS as a direct result of acts or omissions by the Facilitator / Guest(s) either during the course of booking and/or using the Porter Service.
4.15 EWS shall not be liable for the consequences of any delay or for any loss, cost or expense incurred by the Facilitator / Guest(s) as a result of the actions of any other party — including without limitation the Airline, Customs and Immigration Authorities.
4.16 In relation to the Service, EWS accepts no liability for any items left or disclaimed by the Guest(s) during the course of, or after providing, the Service.
4.17 By offering Services, EWS does not accept any liability for damages, losses, or delays that may result on account of improper documents — including without limitation possession of a valid ticket, visa, passport, or any other requirement in relation to entry, exit, length of stay, or special permissions required for travelling.

Facilitators acknowledge and agree to inform Guest(s) of these Terms and Conditions including the Conditions of Service at Airport provided above.

5. Cancellation, Rescheduling & Refund Policy

5.1 Facilitators / Guests who wish to cancel their booking must request cancellation in writing to EWS (WhatsApp or email), quoting the booking reference. Upon verification, cancellations are processed as follows:

• 5.1.1 Cancellation made 24 hours or more before the scheduled service — 100% refund of the full amount paid, including taxes, with no deductions.
• 5.1.2 Cancellation made less than 24 hours before the scheduled service — no refund (treated as a No-Show), except where Clause 5.3 (flight disruption) applies.
• 5.1.3 Service failure on our part — including a claim under the Show-Up Guarantee in Clause 5.4 — 100% refund of the full amount paid, including taxes.

Refund processing: refunds are made to the original payment method within 5–7 working days. Refunds are processed in INR; for internationally issued cards, the card-issuing bank converts the refunded amount at its prevailing exchange rate.

5.2 No refund will be made in case of the following:

• 5.2.1 Wrong information about travel details of Guest(s) during the Booking Process.
• 5.2.2 No-Show of the Porter Service Guest.
• 5.2.3 Booking amount paid for Service Add-ons.
• 5.2.4 Late arrival at the airport which results in denied check-in or boarding by the airline.
• 5.2.5 Misconduct or any unlawful or prohibited activity by the Facilitator / Guest(s).

5.3 Flight delays & rescheduling

If the Guest’s flight is delayed, rescheduled, or cancelled by the airline, EWS will move the booking to the new flight date / time free of charge — notify us on WhatsApp or email with the booking reference and the new flight details as soon as they are known. If EWS is unable to re-perform the Service at the new time, the Facilitator receives a 100% refund under Clause 5.1.3. In addition, one voluntary rescheduling per booking is free of charge when requested at least 24 hours before the scheduled service.

5.4 Show-Up Guarantee

Every confirmed booking is covered by our Show-Up Guarantee: if our greeter is not present at the agreed meeting point for a confirmed booking, the Facilitator receives a 100% refund of the amount paid for the affected Service. The guarantee applies where (a) the booking was confirmed by EWS; (b) correct flight and contact details were provided during the Booking Process; (c) the Guest was present at the designated meeting point, or reachable on the contact number provided, at the scheduled meeting time; and (d) the claim is reported within 48 hours of the scheduled service via WhatsApp or email with the booking reference. The remedy under this guarantee is a refund of the amount paid for the affected Service, consistent with the limitation of liability in Clause 4.13.

A plain-English summary of this policy is published on our Cancellation & Refunds page. In case of any conflict, this Clause 5 prevails.

6. Privacy

Elite World Services Limited believes strongly in protecting user privacy. Please refer to our Privacy Policy, incorporated by reference herein.

7. Customer Solicitation & Opt-Out

Unless you notify our direct EWS Executive while they are calling you of your desire to opt out from further direct company communications and solicitations, you are agreeing to continue to receive further emails and call solicitations from EWS and its designated in-house team(s).

We provide simple and easy ways to opt out of future solicitations. You may opt out by sending an email to info@eliteworldservices.com, or by sending a written removal request to: AIRPORT PORTER SERVICE c/o Elite World Services Limited, Elite Tower, 1st Floor, G-364/B, Raj Nagar – II, Palam Colony, New Delhi – 110077, India.

8. General Terms

8.1 EWS reserves the right to amend, add to, change or remove any part of these Terms at any time, without notice. Any changes apply as soon as they are posted on the Website. By continuing to use the Website after any changes are posted, you indicate your acceptance of those changes.
8.2 EWS may add, change, discontinue, remove or suspend any other content posted on the Website, including features and specifications of products described, temporarily or permanently, at any time, without notice and without liability.
8.3 EWS reserves the right to undertake all necessary steps to ensure the security, safety and integrity of EWS systems as well as its clients’ interests are and remain well-protected.
8.4 EWS may take various steps to verify and confirm the authenticity, enforceability and validity of reservations placed by Facilitators.
8.5 If EWS in its sole and exclusive discretion concludes that any booking is not, or does not reasonably appear to be, authentic, enforceable or valid, then EWS may cancel such booking any time before or during the Service.
8.6 Any communications or materials transmitted to the Website by electronic mail or otherwise — including any comments, data, questions, suggestions or the like — shall be treated by EWS as non-confidential.
8.7 Facilitators / Guests acknowledge that internet transmissions are never completely private or secure. Sending a message, email or any communication to EWS does not cause EWS to have any special responsibility to the Facilitator / Guest(s).
8.8 Copying of part or all of the contents of this Website without permission of EWS is prohibited except to the extent that such copying / printing is necessary for the purposes of availing the Services.
8.9 Disputes, if any, shall be subject to Indian laws and shall be exclusively subject to the jurisdiction of the courts at New Delhi.
8.10 The booking for Services displayed on this Website may not be available in any particular country or locality. The reference to such Services does not imply or warrant that the Service will be available at any time in such particular geographical location(s). Persons or entities interested in booking the Services may check with their local Members for information on availability.

9. Proprietary Rights

9.1 EWS has proprietary rights and secrets in our services and products. EWS also has rights to all trademarks, trade dress, and the specific layouts of this Website — including calls to action, text placement, images and other information. All rights reserved.

10. Contact