Parkgiant > Terms & Conditions

Terms & Conditions

PLEASE ENSURE THAT YOU HAVE READ THE TERMS & CONDITIONS. Parking services at Heathrow are operated and managed by Terminal Parking Group.

From 29 August 2023, London’s Ultra Low Emission Zone, or ULEZ, has expanded to encompass all of Greater London, including Heathrow Airport.

https://www.heathrow.com/transport-and-directions/ulez

 

  1. BOOKINGS AND SERVICE
    1. Booking through our website or Consolidators are deemed to be the booking is confirmed when final booking confirmation has been sent via e-mail. All terms and conditions are deemed to have been accepted at the point confirmation is made.
    2. Whilst every effort is made to ensure that collections and deliveries of the vehicle are made at the requested times. We do not accept any responsibility for delays of its service, caused as a result of circumstances beyond our control, such as traffic congestion, delayed flights, road accidents, security alerts, severe weather conditions, luggage delays and immigration delays. This list is not exhausted.
    3. Where a third-party service provider is used, they will have their own terms and conditions. If you require a copy of these, please request it from the agent. However, we will do our best to make you aware of anything you need to know. Once your booking is complete, our role will be as an intermediary between you and the service provider, booking details will be provided with the supplier and we will send you a booking reference number by email on behalf of the supplier.
  2. PAYMENT
    1.  Additional days will be charged at a daily rate of £20.00 per day. All payments must be collected prior to the return of the vehicle.
    2. Full payment of booked service is due prior to the commencement of the service.
    3. If your return time passes midnight from your actual paid booking date, and your car needs to be delivered after midnight, an additional charge of £40.00 is applied.
      (We operate from 4:30 to 23:59 vehicles picked or dropped out of these hours will be charged £40.00)
    4. If any booking that is made in the last 6 hours or customers arrive more than 45 minutes outside of booked times without at least 2 hours notice, the full short stay car park costs will be referred to the customer to pay in addition to a £20.00 fee. Additional work may be required to dispatch staff and/ or customer vehicles if a customer arrives out of their scheduled and/ or booked times. In cases where a wait is involved, we always recommend that customers wait inside terminals until such a time as staff update you with a realistic time to meet you.
  3. CANCELLATIONS AND CURTAILMENT
    1. Flexible products may be cancelled up to 48 hours prior to the date for which the service has been booked and a full refund, less the £15.00 administration cost will be made.
    2. No refunds will be given for any cancellations or non-use of our service made within 48 hours of the day of travel.
    3. Any customer wishing to curtail the length of stay for a service once that service has commenced will be liable to pay the fee for the whole of the service booked.
    4. Any alterations made within 24 hours of departure and during the duration of stay will incur a charge of £10.00 for each and every amendment made. All amendments must be sent via e-mail and will only be acknowledged once a confirmation e-mail is received.
    5. Cancellations or amendments cannot be accepted if you book a supersaver, saver or non-flexible parking product.
    6. If you take our cancellation cover this will give you an option to cancel the booking without any admin charge up to 24 hours of the drop-off date.
    7. Additional days will be charged at a daily rate of £20.00 per day.
    8. No-shows are charged at £40.00. This means if you do not inform us at least 24 hours before your booked date and do not show up for either collection or return, this is chargeable
  4. LIABILITIES AND OTHER TERMS
    1. Where a third-party service provider is used, the company acts only as a booking agent for the service provider, the company is liable to the customer only for losses directly arising from any negligence of the company in processing a booking. Any claims by the customer in respect of the delivery of the product must be made against the service provider and subject to its terms and conditions.
    2. Where we are the service provider, our insurance covers our legal liabilities.
    3. Vehicles and moveable items which are left unattended are left at the owner’s risk whilst the vehicle is in our possession.
    4. No claim for damage can be made unless that damage was brought to the attention of our representative upon collection of your vehicle on your return and written notification is given to you at the time. In the unlike event of a claim for damage, will not accept any claim without clear photographs from prior to departure which confirm that damage was not in place prior to drop-off. It is the customer’s responsibility to take clear images to support any claim. this applies to all customers however the original booking has been made.
    5. We accept no liability for the mechanical, structural and electrical failure of any part of your vehicle including windscreens, glass chips, clutches, tyres and alloy wheels. This list is not exhaustive.
    6. Make sure your vehicle is in a roadworthy, safe and legal condition with full insurance, road tax, MOTand comply with the Road Traffic Act 1988. This is deemed by us to be the case for the whole duration while the vehicle is in our possession.
    7. We accept no liability for any faulty keys, alarm fobs, house or other keys left on the key ring. We, therefore, advise that only the car key should be given. In the event of vehicles not starting, we reserve the right to charge for our time.
    8. In the event that the car acquires a puncture whilst in our possession, (including slow punctures) we reserve the right to charge either to inflate the tyre or for the changing of the tyre. We do not accept liability for punctures whilst in our custody.
    9. In the event that the vehicle does not start due to a flat battery, we reserve the right to charge for our time in attempting to start the vehicle. Please note that we cannot be held responsible for any consequences that may result as a direct result of us having to jump-start your vehicle.
    10. During busy periods your car may be stored in any one of our secondary compounds, (within a 15-mile radius of our main car park). Please note that security levels may vary.
    11. In the event that your vehicle needs to be repaired as a result of an accident, it must only be carried out by our own approved organisation. It will be your responsibility to deliver and collect the car from the garage at your own cost. We cannot authorise or agree for any works to be carried out by dealerships and garages that have not been approved by us, even in the event of the vehicle forgoing its warranty. The company reserves the right to undertake repairs to your vehicle on your behalf in a manner that restores it to the condition in which it arrived at the car park.
    12. Our drivers do not consent to be filmed. Therefore, in some cases, dash cams may be disconnected. Dash cams will also be disconnected to avert any situation causing an electrical shortage leading to a fire.
    13. If you are driving an electric-only vehicle please inform the driver when handing over the vehicle and £20.00 will be charged from the customer to charge the vehicle if requested to be charged. The customer must provide the necessary adapters/home chargers to charge the vehicle.
    14. We advise that the customer have a record/photograph of the mileage and fuel level of the vehicle at the point of handing over the vehicle to our company driver.
  5. EXCLUSION AND LIMITS OF OUR RESPONSIBILITY
    1. Vehicles parked by the customer personally at a Car park/Hotel do so entirely at their own risk.
    2. Loss or damage should be covered by your own insurance. No vehicles will be covered for Theft/Fire/Flood/Malicious damage or any other intervening act of nature whilst the vehicle is parked in our custody.
    3. Any indirect/direct loss as a result of damage or loss to the vehicle (such as loss of earnings/missed flights etc.).
    4. We cannot pay more than £20,000 for loss of or damage to the vehicle.
    5. We will endeavour to deliver your vehicle back to you within 60 mins depending on traffic, weather conditions.
    6. We cannot be held liable for any delayed or missed flights/car hire charges as a direct or indirect result of our service.
    7. We will not be responsible for any discolour of paintwork or dents or scratches that may become visible after a Car wash/rainfall. This is regardless of whether the dents or scratches are mentioned in this document or not.
    8. We are unable to accept vehicles that are fitted with a roof luggage box that do not fall under the height restrictions within the airport car parks. In the event of a customer booking the service with a vehicle fitted with a roof luggage box, the Company cannot accept liability for any damage.
    9. It is not always possible to check the internal condition of the car and therefore we will not accept responsibility for the interior condition.
    10. Minor claims, those below £750 may not be accepted.
    11. We will not take responsibility or we will not be held accountable for any issues that arise from the negligence of the booking agents and third party websites, these must be resolved with them.
    12. As of 29th August 2023, Heathrow Airport is within the ULEZ zone, and it is the customers responsibility to make sure that the daily ULEZ charge is paid for the relevant days that your vehicle will be driven at Heathrow. This will be the departure date, the arrival date, and any other days that you may within the ULEZ area. If your travel dates change, you will need to pay for the additional days. The ULEZ operates, 24/7, 365 days a year with possibly the exception of Christmas Day and if you fail to pay the charge when required you run the risk of additional penalty charges.
      ULEZ | Heathrow | Heathrow
      Ultra Low Emission Zone – Transport for London (tfl.gov.uk)
      The company is not responsible for any aspect of ULEZ, and any fine is down to the customer to pay and/ or appeal against. We are an off-airport parking operator, and we will need to move the vehicle into and out of Heathrow Airport and therefore the ULEZ zone to complete your Meet & Greet parking booking and any one of the ULEZ cameras in the Heathrow area may capture your vehicle at any time. It is irrelevant if your vehicle is picked up by cameras when our drivers are driving or when you are driving, the daily ULEZ fee MUST be paid by the customer. You do not need to pay for every day whilst the vehicle is parked, just the departure day and arrival days. If your dates change and if you’ve pre-paid for your original dates, you will be required to pay the ULEZ fee for your new dates.
      From the TFL website; You can pay by midnight on the third day following the journey or up to 90 days in advance. The daily charge is:
      • £12.50 for cars, motorcycles, vans and specialist vehicles (up to and including 3.5 tonnes) and minibuses (up to and including 5 tonnesUltra Low Emission Zone – Transport for London (tfl.gov.uk)
  6. CUSTOMER RELATIONS PROCEDURE
    If you should have any concerns or issues you wish to raise or investigate further, the following procedure needs to take effect.
    – A written correspondence needs to be made via email/letter / to our office (all correspondence details are available on the customer copy coupon receipt).
    – Our customer relations team shall endeavour to respond to your query within a maximum of 7 working days.
    – Please note that all matters need to be dealt with in writing. Any incidents/issues raised whilst picking or dropping your vehicle need to be made apparent to a member of our team which will be reported/logged back to the Duty Manager. No acceptance of liability can be made until the matter is thoroughly investigated.
  7. CHANGING THE CONDITIONS
    1. These conditions will remain in force unless the change is made in writing directly with ourselves and with our written permission.