Terms and conditions

    1. Definitions:

      1. “Ancillary Services” means services other than Pranaam Service at CSMIA and are not provided by MIAL directly; and may include travel concierge related service such as baggage pick-up and drop, hotel booking, travel insurance purchase, lounge booking, airport transfer etc.
      2. “APBS or Authorised Partner for Bookings of Services” means entity(ies) authorised by MIAL for organising booking of Ancillary Services for Facilitators/Guests at various airports within and outside India on pay per use basis.
      3. “APBS T&Cs” means terms and conditions as may be applicable for booking facilitated by APBS and agreed to customers before completing the booking of Ancillary Services through APBS.
      4. “Booking Process” means actions steps by Facilitator for undertaking the Service booking(s) through online reservations system or through an offline mode as may be acceptable to MIAL.
      5. “CSMIA” means Chhatrapati Shivaji Maharaj International Airport, Mumbai.
      6. “Facilitator” means any entity including any individual, corporate or a Sales Agent, who facilitates in providing the Services by undertaking booking and reservations of Services for the Guest. Individual Facilitators must have completed 18 (eighteen) years of age at the time of requesting of Services.
      7. “Guest(s)” means the person(s) to whom the Service is being rendered / intended to be rendered by the Facilitator. It may be noted that some individual Facilitators may also be Guests.
      8. “Guest Service Officer” or “GSO” means an officer, designated by MIAL to provide Service to the Guest(s) at Airport.
      9. “MIAL” means Mumbai International Airport Limited
      10. “No Show” means the failure by Guest to reach the meeting point and identify himself/herself to GSO as per the meeting time communicated in the Service confirmation by MIAL.
      11. “Online Reservation Engine” means online facility provided by MIAL on Pranaam Website and is available to Facilitator(s) for undertaking booking/cancellation of Services subject to the applicable terms and conditions as provided on the Website or as may be agreed by MIAL with the Facilitator separately in writing.
      12. “Pranaam GVK Guest Services” or “Service(s)” means paid meet and assist services provided by MIAL at the Airport and as detailed in Clause 2 below and as may amended from time to time by MIAL and made available on the Website.
      13. “Pranaam Website or Website” means the website(s) maintained by MIAL on www.Pranaam.csia.in or www.pranaam.csmia.aero, as may be applicable for facilitating booking of Pranaam Services.
      14. “Sales Agent” any entity authorised by MIAL in writing on mutually agreed terms and conditions for undertaking bookings and reservations of Services on behalf of their client(s) in India and/or abroad.
      15. “Service Add-on” means any service such as additional porter, bouquet, wheelchair, baby stroller, service upgrade, etc. that is offered by MIAL for booking online on Pranaam Website post the selection of base service by the facilitator. Further, Service add-ons do not include Ancillary Services.

    2. Scope of Services:

      The scope of Services includes various services and packages broadly defined under following categories:

      1. 2.1 Departure Services: Assistance to Guests departing on International or Domestic flight from CSMIA.
      2. 2.2 Arrival Services: Assistance to Guests arriving on International or Domestic flight at CSMIA.
      3. 2.3 Transit Services: Assistance to Guests transiting through CSMIA.

      For more information on Services please refer to Pranaam Website

    3. Online Booking:

      1. 3.1 Facilitator must complete the Booking Process on the Website in advance for availing Services and confirmation of Services pursuant to all online and offline request by Facilitator(s) MIAL shall be subject to availability.
      2. 3.2 Facilitator(s) shall use Online Reservations Engine to make booking for the Services.
      3. 3.3 The bookings can be made by the Facilitator(s) for Service and packages made available online by MIAL from time to time subject to Clause 4.7 below.
      4. 3.4 Facilitator can book online for up to 10 Guests per booking. For group bookings (more than 10 guests) Facilitator(s) may contact MIAL on contact details provided on the Website.
      5. 3.5 Facilitator is responsible for providing MIAL with correct and legitimate detail(s) about itself and its Guest(s) during the Booking Process. MIAL at all times shall reserve the right for taking any additional information in relation to the Facilitator(s) and/or Guest(s) during the process of online/offline booking or anytime during the performance of Services or any clarification thereafter.
      6. 3.6 Any and/or all request(s) as may be received and acknowledged by MIAL does not guarantee the Service by MIAL and shall be subject to written confirmation by MIAL.
      7. 3.7 MIAL reserves the right to accept or decline or cancel Facilitators request for Service without assigning any reasons.
      8. 3.8 During the Booking Process the Facilitator(s) are requested to take extra care while providing information about guest(s), date and time of travel, contact numbers etc. MIAL assumes no responsibility whatsoever on account of any problem that may arise on account of false/ erroneous information provided by Facilitator(s) to MIAL or any delay or cancellation of flight or for any reason whatsoever including any major event, change in flight schedule, failure of Guest(s) to report at Airport on time.
      9. 3.9 Once the Booking Process is completed, Facilitator can request for cancellation of Services in case of any change in plans and MIAL shall initiate the refund process in line with the Cancellations and Refund Policy provided in Clause 5 below. However, the cancellation and refund to Client(s) of any Sales Agent must be processed through the issuing Sales Agent only subject to the cancellation and refund policy.
      10. 3.10 It is hereby clarified that during the process of booking by Online Reservation Engine on our Website, if there is any “transaction fee” which is charged by the bank issuing the credit/debit card, such charges shall be paid by the Facilitator and MIAL shall have no liability to pay such transaction fee.
      11. 3.11 All Sales Agents shall deal with their clientele by themselves and MIAL assume no responsibility of transaction between Sales Agent and its client. For all confirmed and legitimate Service(s) bookings by Sales Agent(s), MIAL shall only be responsible for providing Service(s) to Guest(s), subject to the terms and conditions of Service at Airport.
      12. 3.12 Facilitators shall be solely responsible for dealing with APBS and MIAL shall not be responsible for anything except for organising provision of interaction between Facilitator and APBS for providing Ancillary services to Facilitator/Guests. Facilitator/Guest shall under the APBS T&Cs before booking of Ancillary Services with APBS.
      13. 3.13 Credit/Debit Card:
        Payment of online booking is accepted by all major credit/debit card (“Card”). In case the card used to transact online is issued in a country other than India there may be bank charges applicable and MIAL shall not responsible for any charges that may be levied by the Card Issuing Bank. The Card payment is subject to authorization from the bank issuing the Card.
      14. 3.14 Net Banking:
        If the Facilitator has an account with any of the mentioned banks under the heading net banking on our Website, then Facilitator can pay for the booking(s) securely through the respective bank's Internet banking option and the amount will be automatically debited from your account. MIAL is not liable for any payment authorization, as the payment gateway is responsible only to hand over the information in an encrypted / secure format to the respective bank for authorizing the transaction. Any issue with payment authorization will need to be taken up with your respective bank. This facility is valid for all bookings made in Indian Rupees (INR) currency only.

    4. Condition of Service at the CSMIA Airport:

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

      1. 4.1 Guest shall identify himself/herself to the GSO or call on the number provided on Service confirmation voucher on arrival at Airport.
      2. 4.2 Guest(s) shall be solely responsible for compliance with all governmental regulations upon entry into and exit from Chhatrapati Shivaji Maharaj International Airport, Mumbai and ensuring that all required documents are in order and also comply with all conditions/requirements stipulated by Government of India and other relevant authorities and agencies in relation to such travel.
      3. 4.3 Service by MIAL to Guest(s) shall be subject to written confirmation of Service and satisfactory completion of security checks, immigration checks and customs screening.
      4. 4.4 Duration of Service: The performance of Service will commence at the scheduled meeting time or the time of service as per the Service confirmation voucher. However, MIAL at its sole discretion, may permit Guest(s) a window of 20 (twenty) minutes from the scheduled meeting time to avail the Service(s).
      5. 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 Service confirmation Voucher, she/he shall be deemed as a No Show and the Service will not be assured.
      6. 4.6 For each unit of porter service, Baggage assistance will be provided to Guest(s) for upto 3 (three) units of check-in baggage. For the purpose of check-in baggage, the sum of the 3 (three) dimensions (length + breadth + height) must not exceed 62 (sixty two) inches or 158 (one hundred fifty eight) centimetres for each piece. Facilitators shall provide the requirement of porter service during the Booking Process. MIAL may accept the additional requirement of porter services on payment of additional charges on the spot, subject to the availability.
      7. 4.7 MIAL shall at its sole discretion, be entitled to cancel, alter or omit any part of the Service with or without notification to Facilitator/Guest(s) at its sole discretion. In such cases, MIAL’s liability shall be limited to re-performance of the cancelled Service. In cases where MIAL is unable to re-perform the service, partial/full refund may be provided by MIAL to the Facilitator/Guest(s) at its sole discretion.
      8. 4.8 Delays and cancellations of Service by MIAL may result from factors beyond its control such as the accidents, governmental restrictions and other events of force majeure, MIAL’s liability shall be limited to re-performance of the cancelled Service.
      9. 4.9 MIAL at all times shall reserve the right to withdraw the Service without assigning any reason and without further reference, in case the Facilitator/Guest(s) is / are in breach of any Terms & Conditions of the Service.
      10. 4.10 Facilitator/Guest shall not use the Service or its reference for any unlawful or prohibited purposes.
      11. 4.11 MIAL at its sole discretion may decline to provide Service in case of any misconduct or any unlawful or prohibited activity by the Facilitator/Guest(s).
      12. 4.12 For all products and services provided by third parties (for example, limousine transfers, floral deliveries, hotels reservation or mobile sim card services etc.), the terms and conditions, cancellation and refund policies of such third party shall be applicable. MIAL shall not be liable to Facilitator/Guest(s) regarding any product and service provided by any third party.
      13. 4.13 MIAL’s liability, if any, shall in no event exceed the total charges paid by the Facilitator/Guest(s) for the Services. Under no circumstances, MIAL shall be liable for any consequential, exemplary, special, indirect, incidental or punitive damages.
      14. 4.14 Facilitator/Guest(s) agrees to indemnify MIAL in respect to all claims, damages, losses, costs, and expenses (including legal expenses) which are awarded against or incurred by MIAL as a direct result of acts or omissions by Facilitator/Guest(s) either during the course of booking and/or using the Service.
      15. 4.15 MIAL shall not be liable for the consequences of any delay or for any loss, cost or expense incurred by Facilitator/Guest(s) as a result of the actions of any other party including without limitation the Airline, Customs and Immigration Authorities etc.
      16. 4.16 In relation to the Service, MIAL accepts no liability for any items left or disclaimed by the Guest(s) during the course and after providing the Service. Further, in relation to Ancillary Services, MIAL accepts no liability for any transaction executed by Facilitator and/or Guest with APBS and MIAL shall be liable for any shortfalls including gap in actual service delivery and guests expectations, amount paid to APBS for availing services or performance of services by the final service provider.
      17. 4.17 By offering Services, MIAL does not accept any liability for damages, losses, or delays that may result on account of dealing with APBS or/and improper documents including without limitation possession of valid ticket, visa, passport or any other requirement in relation to entry, exist, length of stay, special permissions etc. as may be required for traveling through CSMIA.

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

    5. Cancellations and Refund policy applicable for Pranaam Services:

      1. 5.1 Facilitator(s)/Guest(s) if they wish to cancel their booking must (1). request for the cancellation of booked service using ‘Manage Booking’ tab provided on Home Page of Website; or (2) must notify in writing to MIAL with the booking details and a reason for cancellation. MIAL shall review such cancellation request(s) for its authenticity and once approved by MIAL, the service booking will be cancelled and refund process will be initiated and necessary credit will be provided to the Facilitator subject to the deduction of applicable cancellation charges. Unless otherwise provided under specific service offerings from time to time, following charges (cancellation charges) shall be applicable on cancellation of services

        S. no. Cancellation of Services Cancellation Charges
        1. 72 hours prior to the scheduled meeting time 3% of the Booking Amount
        2. Between 72 to 48 hours prior to scheduled meeting time 10% of the Booking Amount
        3. Between 48 to 24 hours prior to the scheduled meeting time 50% of the Booking Amount
        4. Less than 24 hours 100% of the Booking Amount

        Swipe Table


        Note:

        1. For the purpose of calculating cancellation charges, Booking Amount shall mean the total amount (Including taxes) paid by the Facilitator.
        2. MIAL shall endeavour to process refund if applicable, within 15 days from the date of cancellation and receipt of bank/credit card details.
        3. In case of re-scheduling of services, the guest shall share the revised itinerary maximum within 48 hours from the time of rescheduling request. All rescheduling requests shall be subject to availability.
        4. Cancellation charges for Ancillary Services, if booked by the Facilitator through APBS, shall be subject to APBS T&Cs and facilitator/guest shall be required to deal with APBS directly and MIAL shall not be liable for providing any refunds, claims, credits to Facilitator for any transaction executed by it with APBS.

      2. 5.2 No refund will be made in case of the following :

        1. 5.2.1 Wrong information about travel details of Guest(s) during the Booking Process;
        2. 5.2.2 No Shows;
        3. 5.2.3 Booking amount paid for Service Add-ons;
        4. 5.2.4 Delayed/missed/cancelled flights;
        5. 5.2.5 Late arrival at the airport which results in denied check-in or boarding by the airlines;
        6. 5.2.6 In case of any misconduct or any unlawful or prohibited activity by the Facilitator/Guest(s);
        7. 5.2.7 In case Facilitator has availed promotions offer or discounts or cash back etc. during booking.

    6. General:

      The scope of Services includes various services and packages broadly defined under following categories:

      1. 6.1 MIAL reserves the right to amend, add to, change or remove any part of these Terms and Conditions at any time, without notice. Any changes to these Terms and Conditions or any terms posted on the Website apply as soon as they are posted. By continuing to use the Website after any changes are posted, you are indicating your acceptance of those changes.
      2. 6.2 MIAL may add, change, discontinue, remove or suspend any other content posted on the Website, including features and specifications of products described or depicted on the Website, temporarily or permanently, at any time, without notice and without liability.
      3. 6.3 MIAL reserves the right to undertake all necessary steps to ensure that the security, safety and integrity of MIAL systems as well as its client’s interests are and remain, well-protected.
      4. 6.4 MIAL may take various steps to verify and confirm the authenticity, enforceability and validity of reservations placed by Facilitator(s).
      5. 6.5 MIAL in its sole and exclusive discretion, concludes that any reservation(s) is not or do not reasonably appear to be, authentic, enforceable or valid, then MIAL may cancel the said reservation any time before or during the Service.
      6. 6.6 Any communications or materials to the Website by electronic mail or otherwise, including any comments, data, questions, suggestions or the like, all such communications are, as may be received by MIAL will be treated by MIAL as non-confidential.
      7. 6.7 Facilitator(s)/Guest(s) hereby give up any and all claim that any use of such material violates any of Facilitator(s)/Guest(s) rights including moral rights, privacy rights, proprietary or other property rights, publicity rights, rights to credit for material or ideas, or any other right, including the right to approve the way MIAL uses such material.
      8. 6.8 Any material submitted to our Website may be adapted, broadcast, changed, copied, disclosed, licensed, performed, posted, published, transmitted or used by MIAL anywhere in the world, in any medium, forever. Facilitator(s) agrees that it has read our Privacy Policy as provided on our Website.
      9. 6.9 Facilitator(s) acknowledges that Internet transmissions are never completely private or secure. Facilitator(s) further understands that any message or information as may be sent to our website may be read or intercepted by others unless there is a special notice that a particular message (for example, credit card information) is encrypted (send in code). Sending a message or email or any communication written or verbal to MIAL does not cause MIAL to have any special responsibility to Facilitator/Guest(s).
      10. 6.10 Copying of part or all the contents of this website without permission of MIAL is prohibited except to the extent that such copying/printing is necessary for the purposes of availing of the Services.
      11. 6.11 Disputes, if any, shall be subject to Indian laws and shall be exclusively subject to the jurisdiction of the courts at Mumbai.
      12. 6.12 These terms and conditions are subject to the terms and conditions of the Operation, Management and Development Agreement between Airports Authority of India and MIAL dated April 4, 2006.
      13. 6.13 The booking for Services displayed on this website may not be available for purchase in any particular country or locality. The reference to such Services on the website does not imply or warrant that the booking of Services will be available at any time in such particular geographical location(s). Person or entity interested in booking the Services may check with their local Sales Agent for information on the availability of Services.

      Unless otherwise agreed in writing, these Terms and Conditions along with the Privacy Policy shall be entire agreement and understanding between MIAL and the Facilitator(s)/Guest(s), as the case may be.