• Al Maha Services Bookings have to be made no less than twenty four (24) hours prior to the scheduled relevant arrival/departure flight time. Bookings which are requested less than twenty hour (24) hours prior will be provided subject to availability and can be booked by visiting any Al Maha Services office.
• The Customer has to notify Al Maha Services of any changes or amendments to the flight details, a minimum of three (3) hours in advance of the scheduled arrival/departure flight time.
• Al Maha Services charges are applicable per person. Any additional customer traveling with the customer holding a confirmed Al Maha Services booking that is not covered in the booking will be charged an additional amount for the respective service.

Bookings which are kept on-hold for a period exceeding thirty (30) days will automatically be cancelled and the amount paid will be forfeited. If the Booking is cancelled within thirty (30) days a fifty percent (50%) refund will be recharged to the Customer

In the event that Bookings are cancelled the following will apply (except Bookings paid by voucher which are non-refundable if cancelled):

• If Al Maha Services is notified more than twenty four (24) hours prior to Customer’s scheduled arrival/departure to/from Doha, one hundred percent (100%) of the paid amount will be refunded to the Customer.
• If Al Maha Services is notified between twelve (12) hours and twenty four (24) hours prior to the Customer’s scheduled arrival/departure to/from Doha, eighty percent (80%) of the paid amount will be refunded to the Customer.
• If Al Maha Services is notified between three (3) hours and twelve (12) hours prior to the Customer’s scheduled arrival/departure to/from Doha, fifty percent (50%) of the paid amount will be refunded to the Customer.
• If Al Maha Services is notified less than three (3) hours, or in the event of no prior notification, no refund will be paid to the Customer. Bookings will be considered as “no show” and the paid amount will be forfeited.

Refunds will be subject to the following:

• If the original Booking was paid by cash, a cash refund can be processed within three (3) Qatari business days. Cash refund claims are valid for three (3) months from the date of issue of Receipt. No claim will be entertained thereafter.
• If the original Booking was paid by card, a card refund may take approximately two to three (2 - 3) weeks and will only be refunded to the card used for the original payment.
• If the original Booking was paid by voucher no refund will be paid to the customer.

The above Cancellation and Refund Policy does not apply for Corporate bookings. For Corporate bookings, in the event of no prior notification, Al Maha Services will not be liable for any refund. For Event bookings, 72 hours notice/intention to cancel must be given prior to the beginning of the event to qualify for 100% refund. This is in addition to the above clause (1-4) and (1-2) respectively. Al Maha Services Event booking(s) cannot be put 'on-hold'. Promotional discounts and offers are not applicable for Event Bookings or add-on products within the Event, and group discounts are not applicable for add-on products and visa charges.

In the event that Bookings are cancelled the following will apply:
• Infants, who have not yet reached their 2nd birthday, can avail of the Al Maha Services/Lounge as part of guardians’ booking at no extra cost
• Children from 2 years to 11 years of age are subject to 50% discount.
• Children from 12 years of age will be charged at full rate.
• A passport copy of the child is mandatory to avail of the child rate.
Note: Rates are applied based on the travel date.

• Family Bookings consist of a minimum of two (2) adults (12 years and above) and one (1) child (aged 2 to 11). A maximum of three (3) children are allowed for Family Bookings. Additional persons, (irrespective of age) will be charged QAR 100, however infants (below the age of 2) will not be charged. If the minimum criteria for Family Bookings are not filled, for whatever reason on the date of booked Services, standard Gold Service fees will be charged for each person.
• In line with tier benefits on the date of travel, Privilege Club Customers can book Meet and Assist Services by sending an email request to Al Maha Services twenty four (24) hours prior to their scheduled Qatar Airways operated flight arrival/departure to/from Doha. Booking request emails must include the Privilege Club membership number, flight itinerary (PNR/E-ticket number) and the requested Meet and Assist Services. Al Maha Services reserves the right to confirm/cancel Booking requests.
• Use of the Al Maha Services Transit Lounge, Al Mourjan Business Lounge and Premium Arrivals Lounge is limited to a maximum of six (6) hours and four (4) hours for the Al Maha Services Landside Lounge. Additional hours will be charged and access to lounges is subject to availability. The use of lounges are subject to additional terms and conditions which may be communicated from time to time to Customers within the lounges
• You recognise that personal data has been given to us for the purposes of making a reservation, purchasing a ticket, obtaining ancillary services, facilitating immigration and entry requirements and making available such data to government agencies in connection with your travel. For these purposes you authorise us to retain and use such data and to transmit it to our own offices, Authorised Agents, government agencies, other carriers or the providers of such services, in whatever the country they may be located.
• Alcoholic beverages are not available during Holly Month of Ramadan, Eid al-Fitr, Eid al-Adha.

Arrival Services

• Platinum Arrival:

  Customers are responsible to identify themselves to the Al Maha Services hostess who will meet them at the aircraft with a personalised name board. Alternatively, if the aircraft is parked at a remote bay, customers will be met at the bottom of the stairs of the aircraft. Customers will be escorted to the Al Maha Services Arrivals Airside Lounge, for immigration requirements. Porter services at the baggage claim area will be provided as well as 4 hours lounge access landside and Customers will be escorted to their receiving party. Add on products can be purchased at an additional fee.

• Gold and Family Arrival:

  Customers have to report directly to the Al Maha Services Arrivals Airside Lounge, which is located at the far right of the immigration counters, otherwise the Booking will be forfeited and no refund will be given. Add on products can be purchased at an additional fee. Flower Service and Flower Add on Service: The Al Maha Services Hostess will welcome customers at the aerobridge/aircraft with a personalised name board and a bouquet of flower upon their arrival in Doha. Once the flower bouquet has been received, customers will be requested to sign the acknowledgement receipt form. Customers may then continue with their arrival formalities.

Departure Services

• Platinum Departure:

  The Al Maha Services hostess will meet Customers at the Departures hall with a personalised name board and assist with expedited check-in and immigration. Customers will be escorted to Al Maha Services Transit Lounge and will be given priority boarding as well as assistance until the aerobridge/aircraft. Six (6) hours lounge access is included and extended lounge access can be purchased at an additional fee.

  Customers are required to contact Al Maha Services on (+974) 3329 1629 or (+974) 3326 6509 at least thirty (30) minutes prior to arriving at Hamad International Airport.

• Gold and Family Departure:

  Customers will be met at the Departures hall and assisted with expedited check-in and immigration, and escorted to their respective boarding gate for priority boarding.

  Customers are required to contact Al Maha Services on (+974) 3329 1629 or (+974) 3326 6509 at least thirty (30) minutes prior to arriving at Hamad International Airport.

Transit Services

• Platinum Transit:

  Customers are responsible to identify themselves to Al Maha Services hostess who will meet them at the aircraft and assist them with transit formalities and customs clearance. Alternatively, if the aircraft is parked at a remote bay, customers will be met at the bottom of the stairs of the aircraft. Customers will be granted access to the Al Maha Services Transit Lounge for 6 hours and accompanied to the onward flight for priority boarding. Extended lounge access can be purchased at an additional fee.

• Gold Transit:

  The Al Maha Services hostess will meet Customers at the aerobridge/aircraft. The Al Maha Services Hostess will then assist customers with transit formalities and customs clearance. Customers will then be escorted to the respective boarding gate for priority boarding.

All Products (the “Products” means flowers or other add-on products) are subject to availability. Al Maha Services will take all due care while delivering Products to the Customers. We reserve the right to withdraw or amend availability of a Product or Products from time to time without notice. Please ensure that the terms and conditions are read and understood. Flowers are seasonal products and some varieties may therefore not be available or may still be in bud. The delivered bouquet may look different to the pictures shown on the website. However, we make reasonable efforts to match the colour and shape of the bouquets shown in the online pictures. Flowers may be booked as a standalone Product or as an add-on Product to an Arrival Al Maha Services Booking. Product bookings must be made at least twelve (12) hours before the Customer’s scheduled arrival time. Changes or amendments to Product bookings must be requested no later than twelve (12) hours prior to Customer’s scheduled arrival time. If changes or amendments are requested less than twelve (12) hours prior to the Customer’s scheduled arrival time, the requested changes or amendments may be rejected at Al Maha Services’ own discretion and the Product(s) will be delivered in accordance with the original Product(s) booking or the Customer may elect to cancel the delivery of the Product(s) without any refund. If the Product(s) booking is cancelled by the Customer less than twelve (12) hours prior to the Customer’s scheduled arrival time, no refund will be given to the Customer. In the event that a Product is not available, Al Maha Services will provide a refund to the Customer.