Terms and Conditions

Terms and Conditions

We reserve the right to change our Terms and Conditions without prior notice or consent. Your legal rights are not affected.

Please read these Terms and Conditions carefully before handing over your keys.

These Terms and Conditions apply to all customers, including direct bookings and bookings made through third parties that have sub-contracted their obligations to us or act as our agent.

1. BOOKINGS AND SERVICES

1.1 Bookings made via our website or through consolidators are considered confirmed when a final confirmation email is sent. All terms and conditions are deemed accepted at the point of confirmation.

1.2 While we strive to collect and return vehicles at the requested times, we are not liable for delays due to circumstances beyond our control, including (but not limited to):

• Traffic congestion
• Delayed flights
• Road accidents
• Security alerts
• Severe weather
• Luggage or immigration delays

2. PAYMENT

2.1 Extended stays will be charged at £20.00 per day, payable before vehicle return.

2.2 Full payment is required prior to the start of the service.

2.3 If your return is after midnight of your booked date, an additional £20.00 charge applies.

2.4 For Meet and Greet services, please call us after clearing Baggage and Customs. Early or delayed calls may incur airport-imposed parking fees.

2.5 In the case of non-payment, we reserve the right to retain the vehicle. If outstanding payments are not cleared within 6 months, we reserve the right to auction the vehicle to cover our costs.

3. CANCELLATIONS AND CURTAILMENT

3.1 Flexible products: Cancellable up to 48 hours before the service date; refunds are subject to a £20.00 admin fee.

3.2 No refunds for cancellations or non-use within 48 hours of travel.

3.3 Shortening your stay after the service has started does not entitle you to a partial refund.

3.4 Changes within 24 hours of departure or during the stay incur a £20.00 amendment fee per change. Amendments must be made via email and are only confirmed upon our written response.

3.5 Non-flexible products (Super Saver/Saver): No cancellations or changes allowed.

4. LIABILITIES AND OTHER TERMS

• We act only as a booking agent when third-party service providers are used. Any claims must be made directly with the provider.
• Where we are the service provider, our insurance covers legal liabilities.
• Vehicles and their contents are left at the owner's risk.
• Damage claims must be reported to our representative upon vehicle return and written acknowledgment must be provided.
• No liability is accepted for mechanical, structural, or electrical failures (e.g., glass, tyres, wheels, etc.).
• Vehicles must be roadworthy, taxed, and legal under the Road Traffic Act 1988.
• Only leave the car key—no house keys or accessories. We are not liable for faulty keys or fobs.
• We reserve the right to charge for:
  • Inflating/changing punctured tyres
  • Jump-starting flat batteries
• Vehicles may be moved up to 15 miles away during peak periods.
• Repairs (due to our proven negligence) must be carried out by our approved garage. No third-party garage costs will be covered.
• Dashcams may be disconnected; our drivers do not consent to being filmed.
• Mileage complaints must be supported by photo evidence taken at drop-off and pick-up.
• During peak periods, we may request customers collect their car from our compound. In such cases, we may cover taxi costs at management's discretion.
• Lost key incidents may only be compensated by covering the driver's taxi fare home. Keep a spare key.
• We are not liable for delays or losses resulting from lost keys.

5. EXCLUSIONS AND LIMITS OF LIABILITY

• Vehicles parked by customers personally are at their own risk.
• You should have your own insurance for theft, fire, flood, or malicious damage.
• We are not responsible for indirect losses (missed flights, lost earnings, etc.).
• Maximum compensation for any claim is £2,000.
• We aim to return your vehicle within 60 minutes (traffic permitting).
• We do not accept responsibility for:
  • Paintwork discolouration from washing or rain
  • Vehicles with roof boxes outside airport car park height restrictions
  • Interior vehicle condition (not always checkable)
  • Claims under £750, unless proven with sufficient evidence
• Incorrect number plate submissions may result in fines. Contact us to resolve.

Important: It is the customer's responsibility to remove all valuables. We are not liable for any loss of belongings left in the vehicle.

6. PARKING FACILITIES

• Our main car park has a gated entrance and hard standing surface.
• During busy times, your car may be parked up to 15 miles away or in a public facility.
• Some of our compounds may lack CCTV or formal planning permission for airport parking.

7. GENERAL

• If you have a disability or need assistance, please inform us at the time of booking.
• If any term is found unlawful or unenforceable, the remaining terms remain valid.
• These terms are governed by the laws of England and Wales and fall under the jurisdiction of the English Courts.

8. CUSTOMER RELATIONS PROCEDURE

If you have concerns or wish to raise an issue:

• Submit your complaint in writing via email or letter (details on your booking confirmation or coupon receipt).
• Our Customer Relations Team will acknowledge your query within a maximum of 5 to 7 days.