Terms & Conditions

1. Bookings & Service

• 1.1 All bookings can be made through online booking or via telephone or e-mail. Online booking should be made at least 24 hours before your date of departure. If the time is less than 24 hours before the flight, then the booking can be made via telephone.
• 1.2 We make every effort to ensure that collection and deliveries of vehicles are made at the requested time. However we do not accept the responsibility for delay of its services caused as a result of circumstances beyond our control such as traffic, congestion, delayed flights and security alerts. In certain busy periods it could take up to two hours to return your vehicle.
• 1.3 Heathrow Meet & Greet reserves the right to refuse any booking made through the website or from our consolidators if the payment is declined( either by the customer or the consolidator) or due to any other issues.
• 1.4 We reserve the right to cancel a booking at any point in case of circumstances that are beyond our control or due to any other issue.
• 1.5 Due to the pandemic and local lockdown rules the normal service might be suspended depending on the guidelines and customers will need to pick and drop their vehicles from our parking facility .

2. Payment

• 2.1 Increased duration of the stay after the booking period ends is charged at £20 per day and should be paid prior to the return of the vehicle. Incase of non-payment we reserve the right to hold the vehicle and if the dues are not cleared we reserve the right to auction the vehicle after 6 months.
• 2.2 Full payments of booked service is due prior to the commencement of the service.
• 2.3 Charge of £25 will incur if car needs to be returned after midnight.
• 2.4 Charge of £20 will incur if returned earlier than the booking date.
• 2.5 Please note we are not liable for HEATHROW drop off or short stay car park charges.
• 2.6 We reserve the right to charge £20 fee if your flight is early delayed over 2 hours to cover our extra costs.
• 2.7 Heathrow Meet & Greet is responsible for the website payment transaction.
• 2.8 £10 charges will incur if you are more than 2 hour delayed fro dropping your vechicle.
• 2.8 We do not take cash payments. If any of our drivers or operators insisting you to pay cash then please deny.

3. Amendment & Cancellations

• 3.1 A booking may be cancelled up to 72 hours prior to the date for which the service has been booked, and a full refund less £15 administration cost will be made.
• 3.2 No refunds will be given for any cancellation or non use of our service made within 72 hours of the day of travel.
• 3.3 Any customer wishing to curtail length of stay for a service once that service has commenced will be liable to pay the fee for the whole service booked.
• 3.4 Any alterations made within 72 hours of departure and during the duration of stay will incur a charge of £20 for each and every amendment made. All amendments must be sent via email.
• 3.5 Any alterations made within 72 hours of departure and during the duration of stay you must call or email us. Please do not text on the operational number.

4. Liabilities and other Terms

• 4.1 Our insurance covers our legal liabilities.
• 4.2 Vehicles and contents are left at the owners risk whilst the vehicle is parked. Our insurance only covers whilst moving your car from airport to our compound or for any other purpose. Whilst your vehicle is parked with us you must rely on your own vehicle insurance policy.
• 4.3 Claims for damage will not be considered unless reported to our staff immediately on the return of the vehicle at the terminal and written confirmation is obtained to confirm damage. You should take pictures of your vehicle and mileage before dropping it off. No claims will be accepted if pictures are not taken prior. The pictures/videos must be taken at the terminal on the drop-off day.
• 4.4 We accept no liability for mechanical, structural and electrical failure of any part of your vehicle including windscreens, glass, side mirrors, tyres and alloys however caused. Please note any dash cam installed will be unplugged upon collection of the vehicle due to security reasons.
• 4.5 We accept no liability for any loss or damage whatsoever caused unless proved to be caused by the negligence of our employees.
• 4.6 Your vehicle must be taxed and comply with the road traffic act 1988. This is deemed by us to the case for the whole duration while the vehicle in our possession. Any liabilities occurred by our company as a result of the client’s vehicle not complying with the Road Traffic Act, the customer will be held responsible for all costs/liabilities incurred by the company.
• 4.7 We accept no liability for any faulty keys, alarm fobs, house or other keys left on the key ring. In the event of vehicles not starting, we reserve the right to charge for our time. Only the keys should be given.
• 4.8 In the event that the car acquires a puncture (including slow punctures) we reserve the right to charge either to inflate the tyre or for the changing the tyre.
• 4.9 In the event that the vehicles do not start due to a flat battery, we reserve to charge for our time in attempting to start the vehicle. We will not be held responsible for any consequences that may result as a direct result of us having to jump start your vehicle.
• 4.10 In the event we have to pick you up from the terminal building, due to mechanical failure of your vehicle, we reserve the right to charge for this and any associated costs that may incur.
• 4.11 We require the customer to have the spare key for their vehicle, which would we require to be taken with the customer.
• 4.12 During certain busy periods or lengthy periods of stay, your car may be parked in one of our larger compounds which could be up to 50 miles (one way), depending which terminal you have dropped your vehicle off and they might not be equipped with CCTV cameras and during certain periods we might park the vehicle in a public facility.
• 4.13 In the event that your vehicle needs to be repaired, it must be carried out by our own approved organization. It will be your responsibility to deliver and collect the car from their at no cost to ourselves. We will not agree or authorise for any works to be carried out by dealerships even in the event vehicle forgoing its warranty.
• 4.14 On certain occasions some of the bookings are fulfilled by our sister companies.
• 4.15 After retrieving your luggage upon return, kindly notify our team via phone call. Upon receiving your call, we will promptly transport the vehicle to the terminal and await your arrival for a maximum of 10 minutes. In case of unresponsiveness, our driver will park the vehicle at the designated bay/zone at the terminal and securely leave the keys on the tyre for your convenience. In case, where you are reporting lateness for any other reasons we keep the rights to transport the car back to our compound. Please note that a fee of £20 will be charged for re-delivery of the vehicle, and the duration of the same cannot be guaranteed.
• 4.16 Please be advised that our storage facilities are located outdoors and may be exposed to natural elements, including unavoidable tree coverage. In the event of inclement weather, vehicles may become dirty. We do not assume responsibility for this occurrence. While we strive to maintain cleanliness, it is subject to staff availability. However, rest assured that vehicles corresponding to premium package bookings will be cleaned prior to dispatch.

5. Exclusions and limits to our responsibility

• 5.1 We will not accept legal responsibility for the following:
• 5.2 Loss and damage covered by your own insurance.
• 5.3 Any indirect loss as a result of damage or loss of the vehicle (such as loss of earnings).
• 5.4 We will not pay more than £15,000 for loss of damage to the vehicle.
• 5.5 We are not responsible for any interior condition of the car since it’s not checked at any time. Please note any dash cams connected will be unplugged due to security and privacy reasons.
• 5.6 We will not be held liable for any delayed or missed flights as a direct or indirect result of our service. If we can not provide the service due to any reason we will only refund the parking fee paid to us.
• 5.7 We will not be responsible for any minor scratches or dents (whether marked on this document or not) and scratches or dents which may not be possible to identify in confined times and weather conditions.
• 5.8 We will not be responsible for any chips or broken glass to the vehicle whether mention on this document or not.
• 5.9 We will not be responsible for any valuables left in the vehicle while in our custody eg. cash, electronics or any personal belongings.
• 5.10 We will not be responsible for any discolour of paintwork. The paintwork, dents or scratches that may become visible after a car wash. This is regardless if the dents and scratches are mentioned in this document or not.
• 5.11 We will not be responsible for any damage to any alloys or tyres regardless of if any damaged is mentioned on this document.
• 5.12 In the event that we agree to any form of repair or compensation (whether liability is admitted or not by us) you (the client) will be responsible for the excess of any claim being £100 for any claims up to £500 and £750 excess for any claims in excess of £1000.
• 5.13 We shall not be liable to cover any vehicles for theft/fire/vandalism/criminal damage or any damage caused by the act of God or Nature while in our custody.
• 5.14 We will not be responsible for any claims of any nature below £500.00 including dents, bumps and scratches.

6. Changing the conditions

• 6.1 These conditions will remain in force unless the change has been in writing with our selves or with our written permission.

Customer Relations Procedure

• If there are any concerns or issues you wish to raise to investigate further, the following procedure needs to take effect.
• A written correspondence needs to be made via e-mail ( all correspondence details are available on the customer copy coupon receipt.
• A member of our customer relations team shall endeavour to respond back to your query within a maximum of 14 working days.
• Please note that all matters shall be dealt with in writing. Any incidents/issues raised whilst picking or dropping your vehicle need to be made apparent to our staff member of which would be reported/logged back to the duty manager. No acceptance of liability can be made until the matter is thoroughly investigated.