Terms and Conditions
CUSTOMER TERMS & CONDITIONS OF SERVICE
1. About These Terms
These Customer Terms & Conditions (the “Terms”) govern your booking and use of the Khushaamdeed premium meet & assist and concierge services (the “Service”) at Islamabad International Airport (“IIAP” or the “Airport”). Khushaamdeed is the service brand of Walee Alnazawy (Private) Limited, a company incorporated under the laws of Pakistan, having its registered office at Plot No. 2, Commercial Area, Street No. 7, Sector G-10/2, Islamabad (“we”, “us”, “our”, or the “Operator”).
The Service is operated under a licence granted by the Pakistan Airports Authority (“PAA”) and is delivered in coordination with airport, security, immigration, customs and other government authorities.
You (the “Customer”, “you”, “passenger”) should read these Terms carefully before booking.
By selecting “I agree” (or equivalent), completing a booking, making payment, or using the Service through our mobile app, website, booking portal or any authorized sales channel (together, the “Platform”), you confirm that you have read, understood and accepted these Terms, and that you are authorized to accept them on behalf of every passenger included in your booking.
2. The Service — What We Do and What We Do Not Do
2.1 Nature of the Service
Khushaamdeed is a facilitation and concierge service. Our role is to receive, escort, guide and assist you through the airport journey, and to coordinate on your behalf with airlines, ground handling agents and airport stakeholders. We provide comfort, speed where permitted, and a premium experience.
2.2 Important limitations (please read)
The Service does not exempt you from, bypass, or override any regulatory, security, immigration, customs, health or airline process. All such processes apply to you in full, exactly as they apply to every other passenger. In particular:
Security and screening are conducted solely by the Airport Security Force (“ASF”). Hand scanning is mandatory and no exemptions are granted.
Immigration is conducted solely by the Federal Investigation Agency (“FIA”). Fast-track facilitation, where available, never relaxes any legal requirement.
Customs and anti-narcotics checks by Pakistan Customs and Anti-Narcotics Force (“ANF”) apply in full, and you must remain physically present throughout.
Documents: our staff will not handle your passport, boarding pass, visa or any official document at any stage. You must handle and present all travel documents yourself; our staff provide guidance and coordination only.
Physical presence: you must remain present in person at all processing points, including check-in, security, immigration and customs.
“Fast-track” means facilitation through designated channels where operationally available and approved. It is not a guarantee of any particular processing time.
You acknowledge that speed of clearance, lane availability, and processing times depend on the relevant authorities and airport conditions and are outside our control.
3. Service Tiers and Inclusions
The Service is offered in three tiers — Platinum, Gold and Silver. The inclusions for each tier are summarized below. Inclusions are provided subject to applicable airport regulations, stakeholder approvals, infrastructure and operational feasibility, and may vary accordingly.
| Feature / Service | Platinum | Gold | Silver |
|---|---|---|---|
| Indicative fee per booking (USD; charged in PKR equivalent) | US$100 | US$75 | US$50 |
| Premium Service Ambassador (1 per booking) | ✔ | ✔ | ✔ |
| Baggage Concierge (1 per booking) | ✔ | ✔ | ✔ |
| Dedicated facilitation lanes | ✔ | ✔ | ✔ |
| Golf cart / buggy transfer | ✔ | ✔ | ✔ |
| Digital Identity (UPID + Face-ID) + badge | ✔ | ✔ | ✔ |
| Airline / GHA coordination | ✔ | ✔ | ✔ |
| Multilingual support | ✔ | ✔ | ✔ |
| Wheelchair / medical coordination | ✔ | ✔ | ✔ |
| Lounge access (subject to airline/airport) | ✔ | ✔ | ✖ |
| Water bottle (per airport limit) | Premium | Standard | ✖ |
| Welcome kit | ✔ | ✖ | ✖ |
| Chauffeur handover | ✔ | ✖ | ✖ |
| Hotel / tourism liaison | ✔ | ✖ | ✖ |
Lounge access is not guaranteed and depends on airline and airport provisions at the time of travel, even for tiers in which it is listed. Where an inclusion cannot be provided for reasons of airport policy, regulation or feasibility, clause 7 (refunds) sets out your remedy.
4. Eligibility, Bookings and Lead Times
Pre-booking only. The Service is available strictly on a pre-booked, pre-arranged basis through the Platform. Walk-in requests cannot be accepted.
Minimum lead time. Bookings must be made at least six (6) hours before a scheduled domestic flight and twelve (12) hours before a scheduled international flight (arrival or departure).
Recommended airport arrival (reporting time). For departures, we recommend you arrive at the airport at least 2.5 hours before a domestic flight and 4 hours before an international flight, and that you contact us about 10 minutes before you arrive on [●], so the full service can be delivered comfortably.
Accurate information. You are responsible for providing complete and accurate flight, passenger and contact details. We are not liable for service failures caused by incorrect, incomplete or out-of-date information you provide.
Confirmation. A booking is confirmed only when you receive a Booking ID and confirmation by email and/or SMS. Until then, no Service is reserved.
Minors and accompanied passengers, and passengers requiring special assistance or medical needs. Bookings that include minors or passengers needing special assistance must disclose this at the time of booking so that appropriate arrangements can be made in line with our Minors, Special Assistance & Medical Needs Policy [insert link].
Pick-up and drop-off (Platinum). Chauffeur handover and any pick-and-drop element of a Platinum booking require a complete and correct address and contact number, provided in advance.
5. Payment
Digital payment only. All payments are made in advance through the Platform’s approved digital payment methods. Cash is not accepted under any circumstances.
Currency and exchange rate. Fees are displayed in US Dollars (USD). The actual amount charged to you is the equivalent in Pakistani Rupees (PKR), converted at the National Bank of Pakistan selling rate for US Dollars (under its “Rates for Cash / Currency Notes”) applicable on the date of sale. This exchange rate is system-recorded and locked at the time of booking, and that PKR amount is the amount deducted from your payment method. If the National Bank of Pakistan does not publish a rate on the applicable date, the most recent rate published before that date applies.
Taxes. All applicable taxes, duties and statutory levies are payable in addition to the Service fee unless stated to be included, and will be shown at checkout.
Booking record. Every booking, payment and refund is recorded digitally and a system-generated receipt/invoice is issued. No off-system or manual transactions are permitted.
6. Changes, Delays and Disruptions
Flight changes. If your flight time changes, notify us as early as possible through the Platform so we can attempt to re-align the Service. Re-alignment is subject to staff and operational availability.
Operational disruption. In the event of flight delays, operational disruptions or system interruptions, we will continue to facilitate you through approved contingency arrangements, without any bypass of regulatory or security requirements.
Baggage. Where baggage is delayed, mishandled or missing, we will assist you and coordinate with the airline and ground handling agent, but we do not handle or deliver baggage ourselves and do not assume responsibility for baggage outcomes, which rest with the airline/handler.
No guarantee of onward outcomes. We do not guarantee that you will catch any flight, connection or onward service; our obligation is to provide the facilitation described in these Terms with reasonable care and skill.
7. Cancellations, Changes and Refunds
The following Cancellation & Change Policy applies to all bookings. Approved refunds are made to your original payment method.
7.1 If you cancel
Refunds for cancellations you make are based on how far before the scheduled service time we receive your cancellation:
| When you cancel | Refund |
|---|---|
| 72 hours or more before the scheduled service time | 100% refund (less bank / payment-processing charges) |
| More than 48 and less than 72 hours before | [To be confirmed] |
| 24 to 48 hours before | 50% refund |
| Less than 24 hours before (and No-Shows) | No refund |
Cancellations must be made through the Platform or our support center; the time of cancellation is the time we receive your request.
7.2 Our service guarantee (service failures attributable to us)
Where a service failure is attributable solely to Khushaamdeed, the following refunds apply, in addition to your rights above:
Ambassador no-show — 100% refund. You arrive at the designated meeting point but no Premium Service Ambassador is present within 15 minutes of your flight landing / scheduled arrival, and no replacement is deployed.
Fast-track failure — 50% refund. Our Ambassador meets you, but due to a failure attributable solely to us you are required to use the standard commercial queue for an extended period (exceeding 30 minutes). The “assist” was delivered, but the fast-track premium was not.
These remedies do not apply where the failure is caused by you, by a third party (airline, ground handler or lounge), by any airport, security, immigration or customs authority, or by any event beyond our reasonable control.
7.3 Flight changes and delays
We monitor flight schedules and will accommodate changes according to updated flight information wherever operationally feasible. Refund requests arising solely from flight delays may not be eligible where service resources have already been allocated to your booking.
7.4 No-shows
If you fail to arrive at the designated meeting point, provide inaccurate travel information, or do not tell us about a schedule change, the booking may be treated as a No-Show. No refund applies to No-Shows.
7.5 If we cancel
If we are unable to deliver a confirmed Service for operational reasons beyond our control, we will offer you, at your option, either a full refund or a complimentary rescheduling, subject to availability.
7.6 Refund processing
Approved refunds are processed to the original payment method within 14–30 business days, subject to banking and payment-provider timelines.
7.7 Promotional and special rates
Services purchased under promotional campaigns, special packages or discounted rates may be subject to separate cancellation terms and may be non-refundable, as stated at the time of booking.
8. Your Responsibilities and Conduct
Comply at all times with all instructions of airport, security, immigration, customs and health authorities, and with all applicable laws and airport regulations.
Carry valid travel documents (passport, visa, boarding pass, health documents) and ensure your own eligibility to travel; we are not responsible for verifying these.
Arrive and present yourself at the agreed meeting point at the agreed time, and respond to our ambassador’s identification (name board / app).
Treat our staff and airport personnel with courtesy. We may suspend or withdraw the Service, without refund, in cases of abusive, unlawful, intoxicated or unsafe behaviour.
Not request or expect any action that would bypass or breach any security, immigration, customs or regulatory requirement. Such requests will be refused.
Be responsible for your own belongings and valuables at all times, except where physically in the custody of our baggage concierge for the relevant part of the journey.
9. Liability
We will provide the Service with reasonable care and skill. Nothing in these Terms excludes or limits any liability that cannot be excluded or limited under applicable law, including liability for death or personal injury caused by our negligence, for fraud or fraudulent misrepresentation, and any other liability that applicable law does not permit us to exclude or limit. Your statutory rights are not affected.
Subject to clause 9.1, our total liability to you arising out of or in connection with a booking, whether in contract, tort (including negligence), breach of statutory duty or otherwise, shall not exceed the amount of the Service fee paid for that booking.
Your personal belongings and valuables remain at your own risk at all times. Subject to clause 9.1, we are not liable for any indirect, consequential, special or incidental loss, nor for: (i) missed flights, connections or events; (ii) denied boarding or offloading by an airline; (iii) refusal of entry or exit, detention or other action by FIA, ASF, Customs, ANF or any authority; (iv) flight delays, cancellations or schedule changes; (v) loss, delay or damage to baggage handled by the airline or ground handler; or (vi) loss of profit, business, data or goodwill.
We are not responsible for any failure or delay caused by events beyond our reasonable control, by third parties (airlines, ground handlers, lounges or authorities), or by inaccurate or incomplete information you provide.
Travel insurance. Because the matters described in clause 9.3 are outside our control, we strongly recommend that you hold comprehensive travel insurance covering missed flights, delays, cancellations and lost, delayed or damaged baggage. These risks are properly covered by travel insurance rather than by this Service.
You acknowledge that the fees for the Service have been calculated on the basis of the limitations in this clause 9, and that a higher fee would apply without them.
10. Force Majeure
We are not liable for any failure or delay in performing the Service caused by events beyond our reasonable control, including but not limited to acts of government or authorities, security alerts, airspace or airport closures, strikes, severe weather, natural disasters, epidemics or pandemics, power or system failures, or disruptions to airline or airport operations. Where such an event prevents the Service, clause 7 governs any refund.
11. Data Protection and Biometric Consent
To deliver the Service, we collect and process personal data including your name, contact details, flight and booking information, passenger details, and payment information.
Biometric and identity data. The Service uses a Unique Passenger Identification (UPID) and facial recognition (Face-ID) to verify your identity at the airport. By booking, you expressly consent to the capture, processing and secure storage of this biometric and identity data for the purpose of identity verification, service delivery, security and transaction traceability.
Sharing with authorities. You acknowledge and consent that, as required by the airport regulatory framework, your booking and identity information may be shared with the PAA and relevant government agencies (including ASF, FIA, Customs and ANF) strictly on a need-to-access basis, subject to applicable approvals and security protocols.
Full details. Our collection and use of your personal data, your privacy rights, retention periods and international-transfer safeguards are set out in our Privacy Policy, which forms part of these Terms. [Insert Privacy Policy link.]
12. Complaints and Dispute Resolution
Step 1 — Complaint. If you are dissatisfied, please first raise the matter with our support center through the Platform. We aim to acknowledge complaints within twenty-four (24) hours and to resolve them ordinarily within three (3) to seven (7) working days, depending on the nature of the complaint and any dependency on third parties.
Step 2 — Escalation. If the matter is not resolved to your satisfaction, it may be escalated for senior review within Khushaamdeed.
Step 3 — Courts. Only if a complaint cannot be resolved through the steps above, the dispute shall be subject to the governing law and jurisdiction in clause 13.
13. Governing Law and Jurisdiction
These Terms, and any dispute or claim arising out of or in connection with them or the Service, are governed by the laws of Pakistan. Subject to the complaint process in clause 12, the courts at Islamabad shall have exclusive jurisdiction.
14. General
Changes to Terms. We may update these Terms from time to time. The version you accept at the time of booking governs that booking.
Assignment. You may not transfer your booking or these Terms to another person without our consent. We may assign our rights and obligations to an affiliate or successor operating the Service.
Severability. If any provision is found unenforceable, the remaining provisions continue in full force.
No waiver. A failure to enforce any provision is not a waiver of it.
Entire agreement. These Terms (together with the booking confirmation and our Privacy Policy) are the entire agreement between you and us regarding the Service, and supersede prior representations.
Relationship with the PAA licence. The Service is provided under the Operator’s licence with PAA. These Terms govern your relationship with the Operator only and do not create any rights against, or obligations of, the PAA or any government authority.
Contact. Khushaamdeed Customer Support — [phone] | email] | [website]. Operator: Walee Alnazawy (Private) Limited, Plot No. 2, Commercial Area, Street No. 7, Sector G-10/2, Islamabad.
By proceeding with your booking, you confirm that you have read and agree to these Customer Terms & Conditions.
Booking Confirmation
By proceeding with your booking, you confirm that you have read and agree to these Customer Terms & Conditions.