Legal & Transparency

Terms & Conditions

Please read carefully before using our platform. By booking with Qulbay you confirm you have read and agreed to the following.

📅 Effective Date: April 15, 2026
1

Introduction

Welcome to Qulbay ("we", "our", "us"). Qulbay operates an online booking platform at www.qulbay.com that facilitates the advance reservation of airport assistance services across Pakistan.

Our platform allows passengers and their families to pre-arrange the following services before arriving at the airport:

  • Meet & Assist (Host services)
  • Porter and luggage handling services
  • Fast-track assistance (subject to airport availability)
  • Ground coordination and liaison services
  • Airport transfer coordination (cab, coach, shuttle)
  • Arrival add-ons (flowers, welcome gifts, personalised greetings)
  • Any future services listed on our platform

By accessing or using our platform you agree to be legally bound by these Terms. If you do not agree, you must not use our services.

2

Role of Qulbay — Important Legal Position

Qulbay is a facilitation and booking platform only. We connect customers with independent ground service providers. We do not directly employ airport staff or operate airport services ourselves.

Qulbay acts solely as an intermediary facilitator — a technology platform that accepts bookings on behalf of customers and coordinates with independent third-party service providers to fulfil those bookings.

We are NOT:
  • A licensed airport authority or government-regulated transport provider
  • A government entity or public service body
  • A contractor, agent, or partner of the Civil Aviation Authority of Pakistan (CAAP) or any airport operator
  • An employer of airport staff, porters, or ground handlers
  • Affiliated with, endorsed by, or formally partnered with any Pakistani airport
All services are delivered by:
  • Independent third-party ground service personnel
  • Existing airport ecosystem workers operating within airport rules
  • Local vendors and transport providers
Qulbay’s role ends at the point of coordination. We are not liable for the conduct, performance, availability, or actions of any third-party service provider.
3

Nature of Services

By using Qulbay you acknowledge and accept the following:

  • All services are coordination and facilitation services — not direct delivery of airport operations
  • Actual service execution is dependent on airport conditions, third-party availability, and applicable security regulations at the time of travel
  • Services such as fast-track or priority processing are subject to availability and cannot be guaranteed in all circumstances
  • Qulbay does not guarantee outcomes subject to airport authority discretion, immigration decisions, or security protocols
4

Bookings

4.1 — Booking Process
  • Submitted — Customer completes and submits the booking form
  • Under Review — Our team validates details against available capacity
  • Confirmed — Confirmation issued by Qulbay via email or WhatsApp only after validation
  • Paid — Payment receipt does not automatically constitute a confirmed booking
4.2 — Our Reservation of Rights
  • Accept or decline any booking at sole discretion
  • Request additional information before confirming
  • Modify service delivery method based on operational feasibility
  • Cancel bookings where accurate information has not been provided
5

Payments

5.1 — Accepted Payment Methods
  • Online card payments via our secure payment gateway
  • Manual payment links issued via WhatsApp or email by Qulbay representatives
  • Bank transfer (where agreed in advance)
5.2 — Payment Responsibility

All payments must be made directly to Qulbay or its authorised payment processor. Ground staff, porters, or third-party personnel are strictly not permitted to collect any payments on behalf of Qulbay. Any request for cash payment by a person claiming to represent Qulbay at the airport should be refused and reported immediately.

Important: Cash collection by ground staff is currently disabled. Qulbay may enable controlled cash collection by selected, verified personnel in future — this will be communicated clearly on our platform before implementation.
6

Pricing

  • Prices are displayed in applicable currencies including GBP (£), USD ($), and PKR (₨) where relevant
  • Prices may vary based on airport, service type, number of passengers, and selected add-ons
  • The final confirmed price is presented at booking confirmation — not at form submission
  • Qulbay reserves the right to update pricing at any time — existing confirmed bookings will not be retrospectively repriced
  • All prices are inclusive of our facilitation fee. There are no hidden charges
7

Service Limitations

Qulbay does not guarantee or represent the following outcomes:

  • Priority immigration clearance or queue bypass
  • Avoidance of standard airport security checks
  • Entry into any restricted or security-controlled zone beyond what is lawfully permitted
  • Special treatment outside of standard airport procedures
  • Flight delay recovery, rebooking, or airline liaison

All services are delivered strictly within airport authority rules, Pakistani aviation security protocols, and applicable UK and international laws.

8

Customer Responsibilities

Customers are solely responsible for:

  • Providing accurate and complete booking information at submission
  • Entering correct flight number, date, time, and airport details
  • Ensuring the travelling passenger is available and reachable at the time of service
  • Maintaining valid travel documents, visa, and identification
  • Communicating any changes to booking details before the service date
Failure to provide accurate information may result in service disruption, inability to deliver the booked service, additional charges, or cancellation without refund.
9

Liability Disclaimer

To the fullest extent permitted by applicable law, Qulbay — acting solely as a booking facilitator — accepts no liability for any loss, damage, delay, or disruption arising from circumstances outside its direct control.

Specifically, Qulbay shall not be liable for:

  • Flight delays, cancellations, diversions, or airline decisions
  • Immigration decisions, visa refusals, or customs inspections
  • Loss, theft, or damage to passenger luggage or personal belongings
  • Actions, omissions, or conduct of independent third-party service providers
  • Airport operational disruptions, closures, or security alerts
  • Personal injury or property damage arising from third-party negligence
  • Force majeure events including natural disasters, civil unrest, or government restrictions
  • Technical failures of third-party payment processors

Our maximum aggregate liability, where it does arise, shall not exceed the amount paid by that customer for the specific booking in question.

10

Third-Party Services

Qulbay may coordinate the following independent third-party service providers on your behalf:

  • Airport porters and luggage handlers
  • Ground transport drivers and transfer vehicles
  • Local vendors supplying arrival gifts, flowers, or welcome items
  • Meet-and-assist personnel and airport hosts
All third-party providers are independent contractors and are not employees, agents, or representatives of Qulbay. Qulbay is not responsible for their conduct, availability, punctuality, service quality, or any variation in the service they deliver.
11

Cancellation & Refunds

11.1 — Cancellation by Customer
  • Cancellation requests must be submitted before the scheduled service time
  • Cancellations made more than 48 hours before service date: full refund considered
  • Cancellations within 48 hours: refund at Qulbay’s discretion based on costs already incurred
  • No-shows without prior notice: no refund
11.2 — Cancellation by Qulbay

We may cancel bookings due to: safety or security concerns, operational constraints beyond our control, incorrect or fraudulent booking data, or force majeure events.

Where Qulbay cancels for reasons within its control, a full refund will be processed within 5–10 business days.

12

Pilot & Testing Phase Terms

Qulbay is currently operating in a pilot phase. During this phase:

  • Selected bookings may be offered at discounted, subsidised, or complimentary rates
  • Certain services may be experimental and subject to change without notice
  • Service standards may vary as we establish our ground operations network
  • Customers participating in the pilot agree to provide honest feedback
  • Variability in service execution is expected and accepted during this phase
Pilot phase participation does not create any legal obligation on Qulbay beyond the refund of any amount paid.
13

Data & Privacy

To provide our services, Qulbay collects and processes: passenger name, contact number, email address, flight details, booking preferences, and payment references (we do not store full card details).

This data is used exclusively for service delivery, customer communication, improving our platform, and compliance with applicable laws.

Qulbay does not sell, rent, or share personal data with third parties for marketing purposes. Data is retained for a maximum of 90 days after service delivery, after which it is securely deleted unless legally required to retain it further.

For full privacy details: use our contact page.

14

Intellectual Property

All content on the Qulbay platform — including website design, branding, logo, written content, photography, software, and the booking system — is the exclusive intellectual property of Qulbay and is protected by applicable UK and international copyright laws.

You may not reproduce, copy, distribute, or commercially exploit any part of our platform without prior written consent from Qulbay.

15

Modifications to These Terms

Qulbay reserves the right to update, amend, or replace these Terms at any time. Changes will be published on this page with an updated effective date. Continued use of our platform after changes are posted constitutes acceptance of the revised Terms.

For material changes we will notify users via email where contact details are held.

16

Governing Law & Jurisdiction

  • The laws of England and Wales — for customers booking from the United Kingdom or where Qulbay’s commercial entity is registered
  • The applicable laws of Pakistan — for services delivered within Pakistan and disputes arising from ground operations

In the event of any dispute, the parties agree to first attempt resolution through good-faith negotiation before pursuing formal legal proceedings.

17

Contact Us

Your Acceptance

You Agree By Using Qulbay

By using Qulbay — submitting a booking, making a payment, or accessing any part of our platform — you confirm that you have read, understood, and agreed to be legally bound by these Terms and Conditions in their entirety.

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