1. General Information

These Terms and Conditions of Sale (hereinafter referred to as "Terms and Conditions") govern the contractual relationship between the Client (hereinafter "the Client") and IMPERIAL ASSIST, a company based in Casablanca, operating the website www.imperialassist.com (hereinafter "the Website").

Any booking made through the Website, by email, WhatsApp, or telephone constitutes full and unconditional acceptance of these Terms and Conditions, which serve as a binding contract.

IMPERIAL ASSIST acts as an intermediary, representing the Client with airport service providers for "Fast Track" services, as well as with other partners for complementary services (such as private transfers).

The Client declares that they are legally capable of entering into a contract, are at least 18 years old, and agree to provide accurate and complete information. Any fraudulent use or violation of these Terms and Conditions may result in suspension or denial of service access.

2. Services Offered

IMPERIAL ASSIST provides the following services:

• Personalized airport assistance services (Fast Track, Meet & Greet)
• Private transfer services, available only as an add-on to a Fast Track booking
• Additional services provided by duly authorized and trusted partners

3. Booking Conditions

• Bookings must be made at least 48 hours before the service date. Requests made within 24 hours require express confirmation and may incur a surcharge of up to 50%.
• No service is confirmed without full prepayment.
• Requests made less than 24 hours before the service may not be accepted; Clients are advised to contact us directly for confirmation.
• For bookings involving more than five (5) passengers, notice must be sent by email or WhatsApp at least 72 hours in advance. All such requests remain subject to confirmation.
• The Client is solely responsible for the accuracy of the information provided (flight number, date, time, etc.).
• No refund will be issued for incorrect details.
• The quoted price at the time of confirmation is fixed, final, and payable in full.
• All prices are stated in Moroccan Dirhams (MAD) and include VAT, which will be itemized upon payment.
• Each booking is for single use only and is non-transferable.
• All services are subject to availability. Imperial Assist reserves the right to suspend or withdraw a service without notice.
• Bookings may not be resold or transferred in whole or in part.
• The Client must comply with airport security procedures, follow agent instructions, and remain reachable through the contact details provided.
• Baggage assistance (porter service) is not included in the standard service.

4. Cancellation and No-Show Policy

• Any cancellation or modification must be submitted by email or WhatsApp at least 12 hours before the scheduled service.
• After this deadline, the booking will be considered a "no-show", and no refund will be provided.
• All cancellations or modifications require written confirmation (email or WhatsApp) from Imperial Assist.
• Approved refunds will be processed within 30 days. In cases of force majeure (such as weather disruptions, strikes, or extraordinary events), standard cancellation terms will apply with no additional compensation.
• Any complaint must be reported immediately on-site. No claims will be accepted once the service is completed.

5. Payment Terms

• Full payment must be made in advance.
• Payments can be made by credit card via a secure payment link or by bank transfer.
• In case of payment rejection, suspected fraud, lack of authorization, or if the user is underage, Imperial Assist reserves the right to cancel the booking.
• A valid and accessible email address is required to confirm your booking. A confirmation notice will be sent once payment is received.

6. Service Use – Meet & Greet and Fast Track

• Meet & Greet: Fully escorted service. The agent assists the passenger throughout the airport journey up to the baggage claim area. No service is provided outside the airport premises.
  • Arrival: Assistance from the terminal entrance to the terminal exit, as described in the selected package.
  • Departure: Assistance from the terminal entrance up to the boarding gate, in accordance with the chosen package details.
• Fast Track: Unaccompanied priority access through security, immigration
• The details of each service are provided in the booking confirmation and available on the Website.
• Baggage handling is not included in either the Fast Track or Meet & Greet services.
• For departures, the Client must contact the assigned agent using the number provided in the confirmation and arrive at the specified meeting point on time.

7. Access and Availability

• Access to Fast Track lane is subject to the airport's operational conditions.
• Availability cannot be guaranteed, and no commitment is made regarding waiting times.
• Fast Track access is not always faster than standard queues.

8. Security Procedures

• Clients must comply with all airport security rules and procedures.
• It is the Client's responsibility to allow sufficient time for check-in, security, and boarding formalities.

9. Liability

• It is the Client's responsibility to respect their flight schedule. Imperial Assist cannot be held liable for any missed flights due to:
  • Late arrival at the airport
  • Delays at security or immigration controls
  • Failure to comply with airline requirements
• No claims will be accepted for any loss, damage, or costs resulting from a missed flight.

10. VIP Lounge Access

• Lounge access is valid for a standard duration of three (3) hours.
• In case of flight delays, re-entry may be requested subject to availability. Beyond this period, an additional fee will be applied for the equivalent duration.
• Lounge access is not automatically included with the Fast Track service.
• No flight announcements are made inside the lounge. Imperial Assist accepts no liability for missed boarding calls or personal items left behind.

11. Code of Conduct

Clients must maintain polite and respectful behavior and comply with applicable laws. Any disruptive or threatening conduct toward others will result in immediate removal from the service.

12. Personal Data

The information collected is used solely for booking management and remains strictly confidential. All personal data is processed in accordance with applicable privacy laws and shared only with Imperial Assist staff or service providers necessary for the execution of the service.

13. Governing Law and Jurisdiction

These Terms and Conditions are governed by Moroccan law. In case of dispute, exclusive jurisdiction is granted to the Courts of Casablanca (Morocco).

14. General Provisions

• If a service cannot be provided, Imperial Assist reserves the right to cancel the booking and issue a full refund.
• Imperial Assist may modify or withdraw any service or rate without prior notice.
• Any complaint must be submitted in writing to the contact address provided. All claims will be handled promptly and professionally.
• Force Majeure: Imperial Assist cannot be held responsible for delays or cancellations due to circumstances beyond its control (such as bad weather, strikes, or airport closures).
• Limitation of Liability: Under no circumstances shall Imperial Assist's liability exceed the amount paid for the service concerned.

✅ By proceeding with your booking, you acknowledge that you have read, understood, and accepted these Terms and Conditions.