Terms and Conditions of Business
Meet and Greet Service
1. Definitions
(a) The Company � Value Parking
Heathrow UB7 0JD
(b) The Customer - The person named in
the documentation submitted by the Company when confirming the booking.
(c) The Compound - The Company's
premises, or any new or temporary premises used from time to time.
(d) The Personal Travel Assistant - the
representative of the Company responsible for looking after the Customer's
arrival at (and departure from) the airport, and the transit of their vehicle
to and from the relevant compound.
(e) The Vehicle shall mean the vehicle
which is received into the compound and shall include a standard saloon car or
smaller, estate car, 4x4, MPV and the like.
2. Basis of Contract
(a) If certain terms are deemed
unenforceable, this should not render the entire contract unenforceable i.e.
The terms, or parts thereof, are severable.
(b) The Terms contained in this entire
document are extremely important as they specify those matters for which the
Company does not accept responsibility. We reserve the right to change these
Terms, but once you have made a booking the Terms which apply are those which
were on the Website at the time of booking. However, please do not assume that
the Terms which applied on one occasion when you booked a service with us will
continue to apply when you next book. We recommend that you re-check these
Terms before booking to satisfy yourself that you accept them.
(c) This contract is governed by
English law.
(d) Your statutory rights are not
affected.
(e) A contract only exists where the
Company sends by automated email, and the customer ensures receipt of, the
written acknowledgement of the booking (Booking Confirmation) from the Company
and where good payment has been made for such. Where for any reason the price
shown in the booking is incorrect, the company reserves the right to rectify
the error either by charging any additional amounts to the customer�s credit
card used at the time of booking or at the customer�s request to cancel the
booking and refund the amount paid. The company also reserves the right to
cancel bookings for operational reasons at its absolute discretion and refund
the booking cost without charge to the customer where it sees fit.
(f) Payment may only be made to the
Company (not to any other person whether in the Company's employment or not) by
such credit or debit cards accepted by the Company at the time of booking, or
by other agreed cleared funds prior to departure.
(g) The Customer grants the Company the
right to make any extra charges arising in relation to the parking with us,
retrospectively via the Customer's payment card used at the time of the
original booking. Please refer to clause (r) below for full details of extra
services provided and relevant charges and terms of application by us.
(h) The provision of our services is
carried out solely and entirely on the understanding that the Customer accepts,
fully and completely, the Company's terms and conditions, which also include
the cancellation and surcharge policy. The booking confirmation email, which
contains the instructions for using the service, also forms part of the
Company's terms and conditions. Whilst we provide a high-value service we are
nevertheless a low-cost Company and it is important that Customers appreciate
when booking, that our terms and conditions are designed to enable us to keep
our costs under our own control and within pre-determined limits.
(i) We reserve the right to cancel
bookings due to circumstances beyond our control. In such an event we will
endeavour to provide affected Customers with reasonable notice so they can make
alternative arrangements.
(j) The company's opening hours for
this service are 07:30 to 21:00 7 days a week. In all other instances, meet
times between 2300 and 0500 are by prior arrangement in writing only, except
where the Company at its absolute discretion decides to provide such service
and then only in accordance with the restrictions stated herein. Where no prior
arrangement has been made, the Company will monitor flight times and endeavour
to return a vehicle where the landing time is after 0000 hours but no later
than 0130 hours. The Company will not offer any service for landing times
between 0130 and 0500 hours unless agreed by the Company IN WRITING (text or
email) in advance. The customer must put all such requests in writing and
ensure that the Company confirms the appointment by text or email together with
the agreed cost. An extra charge at the rate of £12 per hour (calculated by
reference to complete periods of 15 minutes (£2.50 per period) will be made for
meet times between 0000 and 0130 hours, as well as a car park charge of £4.30
to enable the driver to park another vehicle in the short stay car park for
transport back to the Company's compound after drop off. When the company has
not been advised by the customer of an arrival time between 2300 and 0500 hours
the Company will at its absolute discretion decide whether to offer cover
during these hours and if it is able to do so, will be entitled to make the
appropriate charges whether or not the customer arrives at that time or whether
they fail to show.
(k) The Company cannot accept liability
for any consequential loss arising under any of the terms and conditions set
out herein, including, but not exclusively, any loss of profit, enjoyment,
revenue or earnings. The company does not accept liability for any failure by
it to perform its obligations due to an event beyond its control. This includes
civil commotion, terrorist threats or activity, industrial disputes, adverse
weather conditions, closure or congestion of any of the airport's terminals or
roads infrastructure.
Customers should ensure they have
adequate travel insurance in place, as the Company shall not be obliged to
refund any amount paid as a result of the above or the like.
(l) The Company's drivers (Personal
Travel Assistants) are insured to drive Customer vehicles which are worth up to
the value of £10,000. Customers with cars worth more than this figure may
nevertheless book with the Company but on the strict understanding that the
Company is not responsible for any excess when a claim exceeds £10,000, and
also any claims will be restricted to the proportion that £10,000 bears to the
actual value of the vehicle.
(m) The Company will only take
responsibility for any damage where same is proved, and where such damage arose
as a result of the Company's neglect, wilful misconduct or default and where:
i) the alleged damage is reported to
the Personal Travel Assistant at the time the vehicle is collected on the
Customer's return to the airport
ii) the alleged damage is clearly
indentified on the company's vehicle docket together with a brief description
thereof
iii) the vehicle docket is signed by
both the Personal Travel Assistant and the Customer.
iv) the customer notifies the company
by email to within 24 hours of the time the vehicle is handed over, attaching a copy of the
return docket and clear photos of the area affected on the vehicle.
v) The company will not accept
responsibility where this procedure is not followed.
Once the vehicle is parked in our
compound, the responsibility for insurance automatically reverts to the
customer's insurance. Our service covers the vehicle only during transit and
parking. The company cannot take any responsibility whatsoever for any comments
made by, or alleged to have been made by, the company's staff in relation to
any claim. Because of variations in Customer arrival and departure times, the
Company utilizes the airport short-stay car parks to temporarily accommodate
Customers' vehicles. In such instances, whilst the Company will take all due,
reasonable care, the Company cannot accept responsibility for any loss or
damage caused by third parties to Customer vehicles whilst their vehicle is
stored temporarily in such locations. The Company will only take responsibility
for any special instructions relating to the operation of vehicles and
attachments, where this is put in writing by the customer and where the
customer is in possession of written confirmation by the Company. Instructions
given verbally to a member of staff cannot be taken as received by the Company.
The Company and/or its insurers have the right to have any or all damage
repaired by its own agents. For this purpose, the Customer must make the
vehicle available to the Company or its agents for inspection and repair, and
allow them to remove the vehicle from the Customer's possession for this purpose.
(n) The Company urges Customers to make
sure that not only their vehicle but also any contents, including radio, audio
and navigation equipment as well as other valuable items such as roof and bike
racks, are fully and properly insured under their own insurance policies for
damage, theft, vandalism and all other risks. The Company does not accept
responsibility for any mechanical, structural or electrical failure or wear and
tear to any part of the customer's vehicle whilst in its custody. The Company cannot
take responsibility for any loss in this regard. Customers with concerns over
such items should contact the Company in writing in order to see whether the
Company is able to make special arrangements. Any such arrangements will only
be valid provided this is put in writing by the customer and where the customer
is in possession of written confirmation by the Company. Instructions given
verbally to a member of staff cannot be taken as received by the Company. The
Company will take all reasonable care of Customers' vehicles and their contents
but the Company cannot accept responsibility for theft either of the vehicle or
any of its contents or attachments. The Company urges Customers not to attach
other keys or items of value to the car key they hand over along with their
vehicle, as the Company cannot take responsibility for any loss in this regard.
Whilst every care will be taken with car keys, in the unlikely event a car key
is misplaced, damaged or stolen, The Company limits its indemnity for a replacement
key to £100.
(o) The Company does not accept
responsibility for delays incurred during the provision of its services as a
result of factors outside its control such as security alerts or severe airport
traffic delays affecting the surrounding infrastructure or where the customer
has failed to follow the step by step instructions or turned up at such a time
which would leave insufficient time to make the journey to the airport. In such
circumstances, the Company will endeavour to update the Customer regularly via
the mobile contact number provided by the Customer when booking. The Company
cannot take responsibility where the number provided has changed and has not
been communicated to the Company.
(p) Cancellations & Amendments - N.B. The company does not accept cancellation or
amendment instructions verbally or via members of staff. In order to be valid, all
notifications must be sent VIA TEXT ONLY to 07850 171366 - and acknowledgment
received.
Booking Amendments - must be sent VIA TEXT ONLY to 07850 171366 and
acknowledgment received. The company does not accept cancellation or amendment
instructions verbally or via members of staff. In order to be valid, all notifications must
be sent VIA TEXT ONLY to 07850 171366 - and acknowledgment received.
1. All amendments of whatever nature, made less than 48 hours before the day of
departure, or during the dates of the service, will incur a charge of £10 for each
separate amendment made.
2. Amendments made more than 48 hours before the day of departure will be subject
to an amendment fee of £10.00 for each separate amendment, only if they relate to the
times and/or dates of the service or the flight and terminal details.
3. Any customer who refuses to pay the required charge will incur a further charge of
£30 and render themselves liable to legal action for recovery. Complaints should not
be made to operations staff and aggressive/abusive behaviour will not be
tolerated.
4. In the unlikely event that you wish to make a complaint, this must be sent
immediately in writing via text to the company�s telephone number shown in your
booking confirmation.
Booking Cancellations - must be sent VIA TEXT ONLY to 07850 171366 and
acknowledgment received. The company does not accept cancellation or amendment
instructions verbally or via members of staff. In order to be valid, all notifications must
be sent VIA TEXT ONLY to 07850 171366 - and acknowledgment received.
1. A booking may be cancelled and a refund made subject to a £15 administration
charge, where notice of cancellation is received not less than 48 hours before the
day of departure
2. No refunds will be given for any cancellation or non-use of our service, where notice
of cancellation is received more than 48 hours before the day of departure
3. No refunds will be given once a service has commenced or where a customer wishes
to curtail the length of stay for that service, and the customer will remain liable to pay
the fee for the whole service booked
N.B. If the Company itself needs to cancel bookings, affected Customers will be
refunded in full.
(q) All prices and promotions are subject to change without prior notice at the Company's
discretion.
(r) Extra Services arising due to changes in itinerary and Costs thereof.
In order to keep its charges
as low as possible and yet maintain a high standard of service, the service is
appointment based and, accordingly, meet times different to those in the
booking will incur extra services and charges for these. Customers should read
the terms below carefully and follow the instructions in their booking
confirmation to avoid these charges where possible.
(N.B. Where our operations team agrees at
its absolute discretion that customers can met early, this should not be read
as tacit admission that the charges will not be made in such circumstances as
these are predicated purely upon the times booked and the actual times met. No
changes to charges can be authorized by operations staff or any other person).
The customer authorizes us to charge
the credit/debit card used by them when booking for any extra charges which
arise in accordance with these terms and conditions. In order to keep
administration costs to a minimum, we will only advise customers of charges of
£10 or above or provide invoices upon request.
Due to the frequency with which
customers' itineraries change and the extra costs this involves, as well as to
keep administration costs to a minimum, it is the Company's policy to set out
in advance of the use of the service, the amounts of those extra costs that
will apply if the service provided is different from that prepaid in the
original booking. Where applicable, charges will be made in due course after a
customer's date of travel. However during peak travel periods, charges may take
up to 6 weeks to be processed.
The Following Extra Service Charges
Will Apply*:
1. Meet times between 0000 and 0500
will be charged at the rate of £12 plus £12 per hour thereafter (calculated by
reference to complete periods of 15 minutes or part thereof, so £3.00 per
period). In addition, a car park charge of £4.30 will be charged to enable the
driver to park another vehicle in the short stay car park for transport back to
the Company's compound after drop off.
Also meet times between 0000 and 0500
are by prior arrangement in writing only, except where the Company at its
absolute discretion decides to provide such service and then only in accordance
with the restrictions stated herein. Where no prior arrangement has been made,
the Company will monitor flight times and endeavour to return a vehicle where
the landing time is after 0000 hours but no later than 0130 hours.
2. If after the day of departure, a
customer extends their parking duration from the dates originally booked, extra
days will be charged at £12.00 per day.
3. Turning up or Failing to turn up
without notification, will incur a charge of £20.
4. Changes to arrival/departure times
advised on the day of travel, or within 12 hours of the time the customer
wishes to be met if advised the day before, will incur a charge of £10 to cover
the Company for extra staff and ancillary costs (e.g. use of the short stay car
parks).
5. Any additional parking charges
incurred by the company as a result of the customer taking the vehicle into the
car park earlier than the collection time agreed with the company or its
operations team, will be charged to the customer's credit card.
6. Jump starting or attempting to jump
start vehicles which fail to start will be charged at £15.
7. A charge of £10 will become due 24
hours before date of Departure for missing information critical to the
provision of the service e.g .Vehicle details (Registration number, model).
8. If a customer upon return is delayed
in baggage reclaim or takes what we consider to be an inordinate length of time
to exit the terminal, we reserve the right to park their car temporarily in the
short stay car park at a small charge to the customer, so that we can attend to
other customers in the meantime.
9. Any amounts incurred by the company
in respect of parking charges made by BAA for use of any particular car park at
the terminal used by the customer - see BAA Terminal
Charge Page for full details).
10. The company provides at its
absolute discretion a service to customers who arrive early / late for their
appointment for a nominal sum of £4.30 which partly defrays the cost of using
the Heathrow short stay car parks and interchanging staff to deal with changes.
11. Meet times between 22:00 and 23:00
hours will incur a £6 surcharge unless pre-booked.
12. Meet times between 23:00 and 00:00
hours will incur a £12 surcharge unless pre-booked.
13. The Customer must call the correct and
latest Operations team telephone number on the days of travel as per the text
message updates sent by Value Parking Heathrow prior to dates of travel.
Customers who fail to contact the correct Operations Team will be charged an
Admin fee of £20.
The above list is not exhaustive and
other charges may apply. However, in such cases the company will endeavour to
obtain your approval in advance. Any such recharge (for example, if a tyre
deflates while you are away and needs repairing/replacing on your behalf) not
mentioned above will not exceed £20 unless agreed in advance with the customer.
3. The Company's Liability
(a) Storage, Movement or Relocation of
Customers' Vehicles
The Company will store your vehicle in
the relevant secure compound. Occasionally, the Company may move vehicles for
security or other reasons to other secure compounds operated by the Company.
Vehicles will be fully insured for road risks during this process up to a value
of £10,000.
All members of staff are trained to the
highest standards of best care and practice. However, whilst the Company takes
every care when driving your vehicle to and from the airport terminal (or
between compounds), and when parking it in the relevant secure compound, we
have to provide for the possibility that despite those efforts the occasional
incident of damage will nevertheless occur.
Our drivers are fully insured for
damage whilst your vehicle is in transit between the airport terminal and the
compounds and during the process of parking your vehicle. In the interests of
transparency, we must make it clear that we do not take any responsibility,
inter alia, for the following caused, or arising, during the process of
transit, parking or storage (whether caused accidentally or by way of
vandalism):
1. Theft of, or from, your vehicle,
unless such theft is caused by the negligence of the Company, its agents or
employees, and then only to the extent that the Company's negligence has caused
or contributed to the relevant loss.
2. i) Broken or damaged windscreens or
other glass in vehicles.
ii) Small dents/scratches or the like
especially to bumpers and number plates both front and back, of a type any
vehicle would be exposed to in any car park scenario.
3. Punctures, deflated tyres or other
tyre / wheel damage
4. Damage caused as a result of acts of
nature or chance e.g. damage caused by flying debris from trees, other
vehicles, birds or animals, etc.
5. Any other damage beyond our control
6. The failure of any vehicle for any
reason to start or run. In this respect, the Customer will be responsible for
any costs incurred by the Company. Furthermore, the Company cannot take
responsibility for any delays caused directly or indirectly as a result, and
may take such action as it reasonably considers necessary to move the vehicle,
if it is causing obstruction and/or access problems for other vehicles in a
compound. Further charges may apply in such circumstances
(b) Security of Vehicles and Contents
The Company provides every Customer
with a secure off airport compound (uncovered) in which their vehicle is parked
and a secure safe where their car key will be stored. Some of the company's
compounds are ParkMark approved and others are compounds that have been vetted
by the company itself as having adequate facilities for the security of
customers vehicles.
The Company cannot accept
responsibility for any damage or other loss, unless proven to be as result of
the Company's negligence and/or wilful misconduct. The Company cannot take
responsibility for any loss, by way of theft, of the vehicle or its contents.
The Company can take no responsibility if a third party uses a Customer's
security password fraudulently and takes possession of the Vehicle.
While the Company takes all reasonable
steps to ensure that the compounds are secure, it does not guarantee that they
are a secure environment. The Company provides every Customer with a secure
compound in which their vehicle is parked and a secure safe where their car key
will be stored. However, the Company cannot accept responsibility for any
damage, unless proven to be as result of the Company's negligence and/or wilful
misconduct. The Company cannot take responsibility for any loss, by way of
theft or vandalism of the vehicle or its contents. The Company can take no
responsibility if a third party uses a Customer's security password
fraudulently and takes possession of the Vehicle.
(c) Claims procedure
The Company will deal efficiently,
fairly and professionally with any claims. In the event of a claim, the
customer must follow all the necessary procedures and provide the company with
all the necessary paperwork to enable the claim to be fully assessed. The
company will take no responsibility where, for any reason, the paperwork
required is either incomplete or not produced at all. However, it is a
condition of our/your acceptance of the contract with us that, in the unlikely
event of a claim, the Company and/or its insurers have the right to have any or
all damage repaired by its own agents and for this purpose the Customer must
make the vehicle available to the agents for inspection and repair, and allow
the Company or its agents to remove the vehicle from the Customer's possession
for this purpose.
In the event of a claim, please write
to the Company at the address shown above setting out full details of the claim
(Email notifications are acceptable).
For the peace of mind of our Customers,
we wish to make it clear that any work carried out by the agents on behalf of
ourselves or our insurers will be carried out to insurance standards. Where the
vehicle is rendered unroadworthy, or needs to be taken away from the customer
for repair, the Company will not be responsible for the provision of a
replacement vehicle unless the Vehicle needs to be away from the Customer for
over 3 days. For each additional day, the Company will provide a basic courtesy
vehicle (E.g. Ford Fiesta type vehicle) subject to terms and conditions and the
costs thereof must be agreed by us in writing before it is booked. The Customer
will be responsible for its fully comprehensive insurance.
(d) Complaints Procedure
All complaints (which should be
distinguished from claims dealt with in (c) above), will be taken very
seriously indeed, as they provide us with important, independent feedback from
our Customers about our standards of service, prices and general Customer care.
For this reason, complaints should be addressed to the managing director of the
Company at the address shown above or preferably by emailPlease set out full details of the complaint.
Although, of course, we hope that
complaints are not necessary, if they do arise, we are committed to resolving
them quickly, amicably and to the Customers' complete satisfaction. In the
event a complaint is upheld, it is the company's policy not to make money
refunds or partial money refunds and any offer made by the company can only be
made in conjunction with a future use of our services. In this respect, the
decision of the company is final.
4. The Customer's Liabilities /
Responsibilities
The Customer is responsible, inter
alia, for ensuring that:
(a) The company requires the customer
to bring 2 keys for their vehicle, one which the customer should retain and one
to give to the company. The company accepts no liability for any faulty keys,
alarm fobs and house or other keys left on the key ring.
(b) The vehicle used by them is taxed,
MOT'd and insured and is also in a roadworthy condition with an adequate amount
of fuel. Where the Company considers there may be insufficient fuel, it
reserves the right to put a gallon of fuel into the tank and charge this to the
Customer's payment card. A charge of £5 plus the cost of the fuel will be made
for this service. N.B. The Company reserves the right to refuse to drive any
vehicle which in its absolute discretion it determines to be unroadworthy.
(c) They will indemnify the Company
against any fines incurred by the Company as a result of any inadequacies in
the above.
(d) They are contactable en-route on
the dates of their travel on the mobile contact numbers provided when booking.
No responsibility will be accepted by the Company for delays or extra charges
incurred as result of not being able to contact the Customer on the dates of
their travel or where the customer fails to contact us due to not having their
booking confirmation with them.
(e) They must follow the procedures for
meeting us upon departure from, and upon returning to the airport, as detailed
in the booking confirmation email. No responsibility will be accepted by the
Company for delays or extra charges incurred as result of Customers not
adhering to these procedures.
(f) They fully inspect their vehicle
upon return in the presence of their P.T.A, as the company cannot take
responsibility for any damage claims, made or alleged, once the vehicle has
left its possession, whatever the circumstances. The vehicle should not be
taken away until this process has been fully completed.
(g) Where the customer is unable for
any reason whatsoever to inspect the vehicle fully before leaving the Terminal,
it is his/her responsibility to call for a senior representative of the company
so that an alternative can be agreed before the vehicle leaves our possession.
The company will not take responsibility where damage is claimed at a later
time and where this process has not been followed.
It is also the customer's
responsibility in this regard to ensure that:
1) The customer�s docket handed to them
upon departure is signed both on departure and return by both their P.T.A. as
well as the customer to show the condition of the vehicle at both times, so
that any damage to the vehicle at either time is clearly shown at each point.
2) In the event of a claim they send
the fully completed document to the company along with their formal claim
including photographs.
(h) They check that the travel, vehicle
and contact details confirmed in the booking confirmation email paperwork is
accurate and advise the Customer Care team in writing via email at sales@valueparkingheathrow.co.uk
or if your appointment is within the next 24 hours by sending a text to the company�s
Operations mobile number (07850 171366) regarding any inaccurate or missing
information. It is the responsibility of the customer to advise us if they do
not receive a reply to their text.
(i) If a Customer's outbound or return
travel dates change, the Customer must give the company (via the operations
number) at least 12 hours notice to avoid a potential delay. If general travel
details change such as travel times / terminal / vehicle, the Customer must
follow strictly the instructions set out in the booking confirmation by texting
or emailing as appropriate the Customer Care Team or the company�s mobile
number � 07850 171366, giving reasonable advance notice of any such changes and
on the understanding that emails are accessed Mon-Fri (excluding Bank Holidays)
during normal working hours whereas texts are accessed during normal opening
hours (0500 - 2300). Responsibility lies with the Customer to confirm
acknowledgement by the Company of any such changes. Charges may apply and
result in delays on the day if the Customer does not adhere to this procedure.
Certain changes will in any event incur extra charges in accordance with our
Surcharge Policy. Certain changes can be made free of charge by visiting the
Company's website and clicking on Reservations (See the website menu near the
top of the Meet and Greet page) and Amend Existing Reservation. Any amendments
made by the company will incur a charge of £2.40.
5. Variations of Terms and Conditions
These terms and conditions can only be
varied in writing by the Company on the Company's headed notepaper.
We must emphasise that Customers cannot
rely on anything said by any member of staff or any other party whether
employed by the company or not, to change or vary this contract in any way.
Any comments, opinions or �advice�
given by or elicited from members of staff at any time before, during or after
the performance of the service is to be regarded as relating solely, to the
physical, operational activities necessary to carry out the service, and cannot
replace or vary in any way the terms agreed on the date of this booking.
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