Ts & Cs

Terms & Conditions

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

These Terms and Conditions are applicable for the Meet and Greet Service, EV charging services and all associated airport parking operations provided by the company.

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

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

BOOKINGS AND SERVICE

1. Booking through the website, or agents are deemed as confirmed when a booking confirmation has been sent via email. All terms and conditions are deemed to have been accepted at the point confirmation is made. Customers are required to check their own email addresses are correct and that the confirmation has been received and to inform the company within 48 hours of the booking to ensure that the booking is confirmed, and that the information is correct.
2. Whilst every effort is made to ensure that collections and deliveries of the vehicle are made at the requested times. The company does not accept any responsibility for delays of its service, caused as a result of circumstances beyond our control. This includes, but is not limited to; traffic congestion, delayed flights, road accidents, security alerts, severe weather conditions, luggage delays and immigration delays.
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 these at the point of making the booking or before the booking is made. The company 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.

PAYMENT

1. Increased duration of the stay, or extra services added on will be chargeable and may be debited from the client's original payment card or account or must be paid by the customer as is agreed with the company. Payments are to be made in cash or card as required by the company and all payments must collected prior to the return of the vehicle. Any extended days will be charged at a daily rate of £20.00 per day.
2. Full payment of the booked service is due prior to the commencement of the service.
3. Hours of operation are 04:30am to 23:5pm and if your requirement to meet staff for vehicle collection or deliver passes midnight of your original booking day, an additional charge of £40.00 is applied. An hourly rate of £25.00 per hour will apply after the first hour of waiting to cover the cost of 2 staff members.
4. Additional staff are selected for shift the day or evening before to cover the number of bookings that are in the system and if a booking is made to meet staff within 6 hours, and/ or if customers arrive more than 30 minutes outside of booked times without at least 2 hours' of notice, the full short stay car park costs will be referred to the customer to pay in addition to a £15.00 admin fee. On your return and in cases where a wait may be involved, the company always recommends that customers wait inside terminals until such a time as staff update you with a time to meet you.
5. For last minute time changes or Terminal changes, we may be required to assign a new driver for you and there may be a wait for a driver or holding staff to reach you. The short stay car park costs in this event will be passed on to the customer to pay.

CANCELLATIONS AND CURTAILMENT

1. Bookings can be cancelled up to 48 hours prior to the date for which the service has been booked and a full refund, less £15.00 administration cost will be made.
2. No refunds will be given for cancellations or non-use of the service that are made within 48 hours of the day of travel. We are unable to resell car parking space at such short notice and staff that may be booked for work for your parking date cannot be cancelled by us at such short notice.
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. The days curtailed cannot be transferred to another booking or refunded.
4. Any alterations made within 24 hours of departure and during the duration of stay will incur a charge of £10.00 for each amendment made. All amendments must be sent via e-mail and will only be accepted once a confirmation e-mail is sent by the company.
5. Cancellations or amendments cannot be accepted if you book a supersaver, saver or non-flexible parking product.

LIABILITIES AND OTHER TERMS

1. Where a third-party service or provider is used, the company acts only as an agent for the service provider. 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 unlikely 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 and the photographs must be taken in the meet and greet drop-off area/shorts stay car park.
5. Company staff will only offer a cursory check and will mark and photograph any clearly visible damage. Minor damage including stone chip and minor paint scuffs and marks will not be accepted. Liability cannot be accepted for damages that are only seen or made visible after rain or a car wash. We will not take any responsibility for any damages that are not visible at eye level from 1 metre standing distance and this is especially the case for damage under the vehicle or the lower parts of the vehicle that are not visible and that cannot be seen in a photographs or images taken.
   • Company staff will only offer a cursory check and will mark and photograph any clearly visible damage. Minor damage including stone chip and minor paint scuffs and marks will not be accepted. Liability cannot be accepted for damages that are only seen or made visible after rain or a car wash. We will not take any responsibility for any damages that are not visible at eye level from 1 metre standing distance and this is especially the case for damage under the vehicle or the lower parts of the vehicle that are not visible and that cannot be seen in a photographs or images taken.
6. The company accepts no liability for mechanical, structural and electrical failure of any part of your vehicle including batteries, ECU's, windscreens, glass chips, clutches, tyres, stone chip damages to bodywork and alloy wheels. This list is not exhaustive.
7. Windscreen and glass damage and cracks are specifically excluded from our liabilities. Vehicles parked with closed windows and changes in temperature can cause pressure changes which can cause cracks. Pre-existing and damage that may not be visible such as stone chips and hairline cracks can worsen when in our care and therefore, we do not accept liability for any windscreen or glass damage to a vehicle.
8. You are required to make sure your vehicle is in a roadworthy, safe and legal condition with full insurance, road tax, MOT and that the vehicle complies 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. The company is not responsible for ULEZ fines or any other fines that may be incurred due to non-compliance or a vehicle driven illegally.
9. We accept no liability for any faulty keys, alarm fobs, house or other keys left on the key ring. Only the car key should be given, and customers are required to keep a spare key on them in case of any key failure or loss.
   • In the event of vehicles not starting, we will only attempt to start a car at our discretion. Customers will be responsible in covering any cost associated with starting or moving the vehicle, this will include staff time and any other time associated if a recovery agent is required. We are not required to request permission from you to try to jump-start your vehicle. We operate a car park operation, and multiple vehicles can be parked in lanes. Vehicles can be blocking other vehicles, and we therefore reserve the right to try and move a vehicle by any means necessary to carry out our operations and our obligations to other customers.
   • We will first try to jump start the car; we will then tow the car if pushing the car is not possible. If your vehicle fails to start for any reason, we will try to contact you by phone and email and if you are unavailable or do not contact us back, we will await your call when you arrive to the UK. You will be required to arrange your own mechanic or recovery. You may be required to make your own way by taxi to our premises to arrange to move your vehicle and access to the car park by a recovery agent will be chargeable at £50.00 per visit. Recovery agents are not to block any part of our car park premises at any time and may be required to remove the car from the car park in order to carry out any repair work. We will endeavour to provide space and access wherever it is possible to do so. The company is unable to accept liability for any consequences that may result as a result of being required to jump-start your vehicle.
   • The company will not accept liability for any additional costs incurred as a result of a break down or recovery/ repair of your vehicle under any circumstance. This includes, but is not limited to; hotel stays, food and drinks, taxi costs, any other costs incurred due to any form of break down to your vehicle.
10. In the event that the vehicle 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. You may be required to collect your vehicle from our premises or to arrange a repair on your own. Please see point 4.8.2 for terms relating to recover agent access to car park premises. All associated costs will need to be covered by the customer and paid before the return of the vehicle.
    • The company reserves the right to change any tyre that is deemed to be illegal and will not drive a vehicle with illegal or damaged tyres. Tyres that are punctured and cannot be inflated using a standard pump may also require replacement. Staff will attempt to contact the customer directly or through agent contact and informed of any trye issues. Tyre replacement charges will include the cost of the tyre and a £40.00 service charge for staff to take the vehicle to a local repair centre to have the tyre replaced. If staff are required to remove the wheel and to take the whole wheel and tyre to replace the tyre, there will be an additional cost chargeable. If a customer prefers to repair the vehicle on their own on return, we will be unable to drive the vehicle to the airport to return the vehicle. Customers will be required to make their own way by taxi to our car park premises and to arrange to take the car or for a repair to be carried out. Access charges will apply as per point 4.8.2 per visit.
    • We do not accept liability for punctures whilst in our custody as small damages can worsen whilst in our care and other damages that are not visible to us can cause for tyres to puncture. We also do not accept liability for tyre bursts and any other damages caused by tyre bursts.
    • Tyres that require replacement due to damage will only be replaced with part-worn tyres, even if this means that you are required to change a tyre when the vehicle has been removed from our care. Under no circumstance will a brand-new tyre be purchased to replace a worn tyre and customers are required to obtain written permission for any repair whatsoever.
11. During busy periods your car may be stored in any one of our secondary overflow compounds, (within a 15-mile radius of our main car park). Please note that security levels may vary, and we reserve the right to move vehicles in order to carry out our operations.
    • Staff may at any time in extreme eventualities be required to be transported in a customer vehicle. This will only be on the same route as the car is to be driven as per the booking requirement, or to and from any overflow premises. Customers can refuse this in writing 48 hours before your booking date.
12. In the event that your vehicle needs to be repaired because 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. Courtesy cars and hire cars will not be paid for at any time. 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.
    • Insurances will only be used where the same is proved to be caused by staff negligence, wilful act, default or breach of statutory duty. Non-fault claims will be referred to the customers own insurer. Insurances will only be used at the discretion of the company and only after a full investigation has been carried out and liabilities have been agreed. If a repair is refused and use of insurance is required, the customer will be liable to pay the £1500.00 excess that is applicable.
    • We do not agree to park any vehicle with specialist paint, or coating or wrapping. In the circumstance where a customer has parked a vehicle with a specialist paint or coating or wrapping and damage has been caused, the company will only agree to cover the cost of a standard repair or the equivalent of. Customers are referred to their own insurances in this circumstance as our insurance does not cover specialist cars or specialist coverings.
13. Our drivers do not consent to be filmed at any time and car parks will store other customer vehicles and registrations. Therefore, dash cams may be disconnected to protect customer vehicles and staff for the company to remain compliant under GDPR rules.
    • Abuse of any nature will not be tolerated, and service can be refused at any time and no refund will be provided and the company will not be liable for any additional costs incurred.

Electric Vehicles

14. EV charging can be added on to a booking for an additional cost and the following relevant terms apply for all EV vehicles that are parked with us, whether the EV charging service is booked or if the original booking is for Meet and Greet only.
    • EV vehicles are required to have at least of 25 miles range (when customers are delivering prior to departure). We must be able to drive to and from our car park safely. Vehicles with inadequate range will not be driven to or from our premises and customers will be required to make suitable arrangements.
      • If a vehicle runs out of charge or breaks down at any time, this is not the responsibility of the company, and customers will be required to arrange recovery on their own. If the company is required to arrange recovery, any recovery costs, staff cost and any additional incurred will be down to the customer to pay. All payments must be made in full before a vehicle is returned.
    • It is not our responsibility to monitor EV charging levels, this applies to every booking and is relevant if EV charging is booked or not. It is a customer’s responsibility to monitor EV charge levels and to manage their own vehicle accordingly. If EV charging is required, it can be added on with an additional payment and confirmation from the customer.
    • Some EV vehicles will initially show a connection when plugged in and can then sometimes drop from charging. We will place a vehicle on charge and will only go back to it once the charge is complete in terms of time it may take to charge. We may not go back to the vehicle until this time and if a charge is incomplete, this is not our responsibility. If we do notice an issue, we will of course try and remedy this, but customers are required to monitor their own vehicle app and to inform us of any issues. See point 4.13.2.
15. One EV charge booking, or one payment is only for ONE charge. If your vehicle is parked for a longer duration and needs to be charged another time, this is a customer’s responsibility to monitor and to email and to book with us. We are unable to monitor all cars charging levels. See point 4.13.2.
16. The customer must provide the necessary adapters/home chargers to charge the vehicle if booked for an EV product.
17. Additional costs will apply if we are required to charge your vehicle at a Supercharge point (unless the Supercharging service has been pre booked). Payment for the charge itself will be taken from the customers own Tesla Supercharging account.
18. If we are unable to charge the EV vehicle for any reason, we will refund any amount paid for the charging service. If a vehicle has been parked and has lost more charge than expected due to any reason, we are unable to accept liability and the standard EV charge rate at the time will be applied for any charge required. We are unable to accept liability for any inconvenience or additional costs caused because of failure to charge or for loss of charge whilst a vehicle has been parked regardless of which service was originally booked.
    • If a vehicle has failed to charge, not through any fault of the company the full cost of the charging service will still be payable. See point 4.13.2.
19. The company will not take any liability for any damages or issues caused by any malfunction including electrical malfunction during the charging process.
20. The company does not accept liability for EV battery damage however this has been caused. Customers are required to turn off additional sensors, valet and sentry services and any other sensors that may be taking additional charge whilst the vehicle is parked. See point 4.13.2 and 4.14.

EXCLUSION AND LIMITS OF OUR RESPONSIBILITY

1. Vehicles parked by the customer at a public airport car park/hotel do so entirely at their own risk.
   • The company is only responsible for the vehicle once our staff have entered the vehicle to drive to our premises and then back again. Any damage caused at any other time including whilst the vehicle is parked, will be referred to the customers own insurance, and/ or the customer will be required to contact the airport or hotel to obtain any evidence and to claim according to the terms of the airport or hotel.
2. Loss or damage covered by your own insurance. Vehicles will not be covered for third party fault/ theft/ fire/flood/malicious damage or any other intervening act of nature whilst the vehicle is in our custody.
   • Vehicles with remote start and in particular vehicles such as Land Rovers and Jaguars where vehicle keys can be easily cloned are not the responsibility of the company.
3. The company cannot be held liable for any delayed or missed flights/car hire/ taxi charges or any other additional costs incurred as a direct or indirect result of our service and or any incident or event that may cause additional costs.
4. The company will not pay more than £20,000 for loss of or damage to any vehicle.
5. The company will endeavour to deliver your vehicle back to you within 60 minutes of booked times depending on traffic and weather conditions. If your flight has landed 30 minutes outside of booked times, please expect a wait. We are contracted by hundreds of customers per day and will manage bookings according to staff efficiencies, booking schedules and to manage overall customer requirements in the best way possible.
6. Customers are required to be aware of their own flight schedules and book our service/ to arrive at a time that allows for any potential delays. See point 1.2.
7. The company does not accept liability for any discolouration 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, or visible in any photograph or not. See point 4.9.2 and 4.5.
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.
   • The company provides information on airport short stay car park meeting points to the best of our knowledge and by information available from airport car parks. We are unable to accept any responsibility for any issue or damage that may be caused because of information that we may have provided about the airport car parks or facilities, or driving zones in areas within which the company operates. It is always a customer’s responsibility to check information on their own and to make decisions on their own accord and at their own risk.
9. It is not always possible to check the internal condition of the car and therefore the company will not accept responsibility for the interior condition or any interior damage. Customers are required to remove their own drinks and especially cans and carbonated drinks, as they can explode. Coffees and other drink bottles left in vehicles are not touched by staff and the company will not accept liability for any spillage or other issue because of items that are left in vehicles.
10. Minor claims, those below £750 may not be accepted.
11. Electric vehicles will be only charged one time under one booking and to a minimum level of 80%. See 4.13.2
12. Any issues/malfunctions arising from charging will not be accepted by the company.
13. The company is not responsible for any issues that arise from incorrect information or negligence of suppliers, agents or third-party websites, these must be resolved directly with the supplier.
14. Customer/ vehicle owner has the bear the cost of paying the ULEZ if the vehicle does not meet the ULEZ standards. For non-compliant vehicles, the customer is required to pay the ULEZ fee for both days (the day of drop off and the day of collection and any other day that their vehicle may be driving within the zone).
15. The company will not bear the cost of ULEZ at any circumstances. 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 the company registered address (all correspondence details are available on the website).
    • A written correspondence needs to be made via email/letter/ to the company registered address (all correspondence details are available on the website).
    • Our customer relations team shall endeavour to respond to your query within a maximum of 14 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 staff which will be reported/logged back to the Duty Manager. No acceptance of liability can be made until the matter is thoroughly investigated. Abuse to staff will not be tolerated and the company can refuse service at any time.

CHANGING THE CONDITIONS

1. These conditions will remain in force unless the change is made in writing directly by the directors of the company.

Parking restrictions

An additional cost of £50.00 will be charged for any vehicle that is above 2m in height and an alternative meeting point may need to be arranged. If customers require company staff to meet them at the Drop-Off areas (forecourt areas), the customer is required to pay the airport Drop-Off charge directly. If a customer enters the Drop-Off area at any time, they will be liable to pay the airport directly and any fine that is because of a customer entering the Drop-Off area is not the responsibility of the company.

Late returns:

There will be a £40.00 charge for out of hours service and £25.00 per hour after the first hour, if the company is required to provide service between 23:59pm and 04:00am.

If you have a question to raise about our Terms and Conditions. Please email contact@parkgiant.co.uk