Scope of Service
Commitment to Airport Regulations
ICG Assistance is committed to providing personalized airport assistance without interfering with mandatory procedures such as passport control, security screening, and customs inspections. Passengers are responsible for their own documents and personal belongings during these processes.
Independent Operation
ICG Assistance operates independently and is not affiliated with airlines or immigration teams. Decisions made by these entities, such as flight cancellations or changes to border policies, are beyond our control and do not alter the agreed-upon terms.
Reservations and Confirmations
Booking Procedures
Service requests are only considered confirmed once the customer receives an official email from ICG Assistance detailing the terms of the booked service. Payment alone does not guarantee a confirmed booking. If the requested service is unavailable, the customer will be notified, and a full refund will be processed within 10 business days.
Preferred Communication Channels
To enhance communication and ensure efficient service, ICG Assistance uses WhatsApp as its primary channel for customer interactions, including requests, modifications, and inquiries.
If WhatsApp communication is not feasible, text messages will serve as an alternative. Customers are encouraged to ensure their registered contact number is up to date and capable of receiving messages through both channels for uninterrupted service.
Cancellation Policies
- Cancellations made more than 48 hours before the service: A full refund of the paid amount will be issued.
- Cancellations made 24 to 48 hours before the service: A cancellation fee equivalent to 60% of the service cost will apply, covering staff allocation and logistical planning expenses.
- Cancellations made less than 24 hours before the service: No refunds will be issued.
- Modifications within 48 hours of the service: Changes will depend on availability and may incur additional charges.
All cancellation or modification requests must be formalized via email to [email protected], including relevant booking details.
Pricing and Refunds
Pricing Structure
Service prices are subject to periodic reviews. For bookings made more than two months in advance, any price adjustments will be communicated to the customer in advance. Customers may choose to accept the new price or cancel the booking without penalties, receiving a full refund.
Refund Process
A 5% administrative fee will be applied to all refunds to cover processing costs. Customers must provide accurate information to ensure proper service delivery; otherwise, refunds for affected services may not be issued. Approved refunds will be processed within 20 business days from the confirmation of cancellation.
Customer Responsibilities
Accuracy of Information
Providing accurate information about your itinerary and passengers helps ensure a smooth experience. Voluntary changes to plans may incur additional charges.
Agreed Conduct
ICG Assistance users agree to use services respectfully and professionally. Publishing defamatory comments about the company or its staff without prior written consent is prohibited.
Service Limitations
Service Conditions
ICG Assistance provides personalized airport assistance, including check-in support, luggage handling, and guidance through security procedures. These services are subject to the regulations and authorizations of each airport.
Excluded Services
The service does not include medical assistance, meal support, restroom visits, external reservations, banking transactions, or personal errands outside the airport. Passengers with special needs must contact us in advance to assess available options.
Unforeseen Events
Force Majeure
In exceptional circumstances, such as operational changes at airports, we will notify you as early as possible and provide a full refund of the paid amounts, prioritizing your peace of mind.
Special Procedures
Additional Charges
Extra fees may apply for the following:
- Bookings made less than 72 hours in advance.
- Services scheduled on non-business days, holidays, or during hours between 11:00 PM and 8:00 AM.
- Excess luggage beyond two pieces per passenger.
Additional services requested by the client, such as transportation, taxis, insurance, vehicle rentals, currency exchange, or meals, will incur extra charges and are the client’s responsibility. In such cases, the assigned staff will act solely as facilitators, ensuring efficient airport operations without managing or executing these services directly. These additional services are subject to availability and must be requested at least 24 hours in advance to ensure proper coordination.
Service Duration
The standard airport service duration is 2 hours, starting from the beginning of the assistance process. The assigned staff will notify the client when the service time begins. If additional assistance beyond this period is required, a proportional fee to the initial service cost will be applied for each additional 2-hour period. For instance, if the service extends by 30 minutes, a fee equivalent to 50% of the proportional 2-hour cost will apply. This fee may cover flight delays, extended immigration processes, or delayed luggage delivery.
Complaints and Resolutions
Any complaints must be submitted within 48 hours of the service. Complaints will be addressed within a maximum of 7 business days to ensure efficient resolution, and partial or full refunds will be offered when applicable.
By confirming a booking with ICG Assistance, you agree to these Terms and Conditions. For additional inquiries, please contact us at [email protected] or call +56 (9)3537-9741