1. BOOKINGS AND SERVICE

1.1 Booking Confirmation

A booking is confirmed only when a valid booking confirmation has been issued by email.

The customer is responsible for checking the booking confirmation immediately upon receipt, including:

travel dates and times;
vehicle registration;
contact details;
number of passengers;
airport terminal; and
any additional services purchased.

Any errors must be reported as soon as possible.

1.2 Park & Ride Service

Heathrow Park and Go operates a Park & Ride service. Customers must drive their vehicle to the designated Heathrow Park and Go car park and complete the required vehicle handover procedure.

Customers and their luggage will then be transported to the airport using our transfer service.

On return, customers must follow the collection instructions provided and use the designated transfer service back to the car park.

1.3 Transfer Times

Any transfer times displayed, advertised or communicated are estimated journey times only and are not guaranteed.

Customers must allow sufficient time for:

traffic;
airport congestion;
security restrictions;
road closures;
transfer waiting times;
loading and unloading passengers and luggage;
adverse weather;
operational delays; and
other circumstances outside our reasonable control.

1.4 Arrival Time

Customers must arrive at the Park & Ride car park at least three hours before their scheduled flight departure time, or earlier where recommended by the airline or airport.

Heathrow Park and Go accepts no responsibility for a missed flight where the customer has failed to allow sufficient time for parking, vehicle handover, transfer, airport procedures or circumstances outside our reasonable control.

1.5 Late Arrival

Customers arriving later than their booked arrival time may experience additional waiting or transfer time.

The service cannot be delayed to accommodate an individual customer where doing so would adversely affect other customers or our operations.

1.6 Delays Outside Our Control

While reasonable efforts will be made to provide the service promptly, Heathrow Park and Go cannot guarantee exact transfer or collection times.

We will not be responsible for delays caused by events outside our reasonable control, including but not limited to:

traffic congestion;
road accidents or closures;
airport congestion;
police or security incidents;
severe weather;
flight delays or diversions;
baggage delays;
immigration or border-control delays;
airport restrictions;
strikes;
emergencies;
vehicle breakdowns that could not reasonably have been foreseen or prevented; or
government, police or airport authority action.

1.7 Operational Vehicle Movement

By using the service, the customer authorises Heathrow Park and Go and its authorised personnel to drive and move the vehicle where reasonably required for the operation of the Park & Ride service.

This may include movement:

within the main car park;
between parking bays;
to or from authorised storage compounds;
for operational or security purposes; and
where reasonably necessary in connection with the parking service.

1.8 Secondary Storage Compounds

During busy periods or where operationally necessary, vehicles may be moved to and stored at an authorised secondary compound within a 15-mile radius of the main Park & Ride site.

The customer expressly authorises such movement as part of the parking service.

Security arrangements and facilities may differ between locations.

1.9 Inability to Provide the Service

In the event that Heathrow Park and Go is unable to provide the booked Park & Ride service for any reason whatsoever, including operational difficulties, vehicle or equipment failure, staffing issues, site closure, airport restrictions, circumstances outside our control or any other reason, our liability will, to the fullest extent permitted by law, be limited to refunding the amount paid for the affected Heathrow Park and Go booking.

Heathrow Park and Go will not be liable for any additional costs, compensation, consequential or indirect loss arising from the service not being provided, including but not limited to:

loss of earnings or income;
loss of business;
missed flights;
replacement flights;
airline charges;
hotel or accommodation costs;
taxi or private-hire costs;
alternative parking costs;
car hire costs;
travel expenses;
loss of holiday or enjoyment;
consequential losses; or
any other costs or expenses incurred by the customer.

Customers are strongly advised to maintain appropriate travel insurance to cover travel disruption and consequential expenses.

Nothing in this clause limits any liability which cannot lawfully be excluded or restricted.

2. PAYMENT AND ADDITIONAL CHARGES

2.1 Payment

Full payment must be made before commencement of the service.

Heathrow Park and Go is not obliged to accept a vehicle where the booking has not been paid in full.

2.2 Extended Stay

The booking price covers only the dates stated on the booking confirmation.

Where a vehicle remains with us beyond the booked collection date, an additional charge of £20 per additional day or part thereof will apply.

All outstanding charges must be paid before the vehicle is released.

2.3 Return After Booked Date

Where the customer's actual collection date passes midnight into a date later than the paid booking period, an additional charge of £40 may apply.

This is separate from any other applicable additional-day charges.

2.4 Operating Hours

Heathrow Park and Go's normal operating hours are:

04:00 – 23:45

Customers must ensure that their booked arrival and collection arrangements fall within these operating hours.

Any vehicle drop-off or collection outside these hours is subject entirely to availability and prior agreement. Heathrow Park and Go does not guarantee that a service will be available outside normal operating hours.

Where an out-of-hours service is agreed, an additional £40 out-of-hours charge will apply.

Customers whose flight is delayed or whose circumstances change must contact Heathrow Park and Go as soon as reasonably possible.

2.5 Terminal Changes

A change to the booked departure or return terminal after confirmation may incur an administration charge of £10 per terminal change.

2.6 Customer-Caused Additional Costs

Where Heathrow Park and Go reasonably incurs additional costs because of incorrect information supplied by the customer, failure to follow the agreed procedure, late arrival, or a vehicle being incapable of normal operation, the customer may be required to reimburse the reasonable additional cost incurred.

3. CANCELLATIONS, AMENDMENTS AND CURTAILMENT

3.1 Flexible Bookings

A Flexible booking may be cancelled up to 48 hours before the booked service commencement date/time.

Where the booking qualifies for cancellation, the booking price will be refunded less a £20 cancellation/administration charge, provided that this charge was disclosed as part of the booking conditions.

3.2 Cancellation Within 48 Hours

Unless the booking product expressly states otherwise, bookings cancelled within 48 hours of the booked commencement time are non-refundable.

3.3 Non-Arrival / No-Show

No refund will be payable where the customer:

fails to arrive;
chooses not to use the service;
arrives too late to use the service;
fails to follow the supplied arrival instructions;
travels on different dates without amending the booking; or
otherwise fails to use a booked parking period for reasons not caused by Heathrow Park and Go.

3.4 Early Return

Once parking has commenced, no refund will normally be payable for unused parking days where a customer returns earlier than booked.

Unused days cannot be transferred to another booking.

3.5 Amendments

Amendments requested within 24 hours of commencement of the booking, or while the vehicle is already in our custody, may incur a £10 administration charge per amendment.

Amendments must be requested in writing and are not confirmed until Heathrow Park and Go issues confirmation.

3.6 Saver / Supersaver / Non-Flexible Products

Where a product is clearly sold and identified as Saver, Supersaver, Non-Flexible or Non-Refundable, cancellations and amendments are not permitted except where required by law or expressly stated in the product conditions.

4. VEHICLE HANDOVER AND CUSTOMER RESPONSIBILITIES

4.1 Roadworthy Vehicle

The customer warrants that the vehicle delivered to Heathrow Park and Go is:

roadworthy;
safe to drive;
properly insured;
taxed where required;
covered by a valid MOT where required;
mechanically capable of being driven normally; and
compliant with applicable road traffic legislation.

4.2 Existing Faults

Customers must tell staff at handover about any known:

mechanical faults;
electrical faults;
warning lights;
starting problems;
battery problems;
tyre issues;
unusual vehicle operating procedures;
immobilisers;
aftermarket security systems; or
other matters relevant to safely operating the vehicle.

Failure to disclose a known issue may affect our ability to establish responsibility for a subsequent problem.

4.3 Vehicle Condition Evidence

CUSTOMERS ARE STRONGLY ADVISED TO PHOTOGRAPH OR VIDEO THEIR VEHICLE AT THE PARK & RIDE CAR PARK IMMEDIATELY BEFORE HANDOVER.

The record should clearly show:

all four sides of the vehicle;
front and rear bumpers;
wheels and alloys;
windscreen;
mileage;
fuel level or EV battery level; and
any existing damage.

Any photographs or videos relied upon in a subsequent claim should clearly establish the condition of the vehicle at the point it was handed to Heathrow Park and Go.

4.4 Personal Property

Customers should remove all valuables and unnecessary personal belongings before handing over their vehicle.

Heathrow Park and Go should not be used as a storage service for cash, jewellery, electronic devices, documents or other valuable items.

4.5 Keys

Only the vehicle key should be supplied wherever possible.

House keys, other vehicle keys and unrelated keys should be removed from the key ring.

Heathrow Park and Go will not be responsible for faults, defects or pre-existing damage affecting keys or remote-control devices unless caused by a failure on our part to exercise reasonable care.

5. VEHICLE INSPECTION AND DAMAGE CLAIMS

5.1 Handover Inspection

Any inspection carried out by Heathrow Park and Go is intended only to identify reasonably visible external damage.

It is not a mechanical, bodywork, structural or forensic inspection of the vehicle.

5.2 Minor or Difficult-to-See Damage

It may not reasonably be possible during normal handover to identify:

stone chips;
hairline scratches;
minor paint imperfections;
very small dents;
existing wheel or alloy marks;
damage obscured by dirt, rain or lighting;
damage underneath the vehicle;
lower bumper damage;
pre-existing glass chips; or
defects that cannot reasonably be seen during a normal external inspection.

5.3 Collection Inspection

CUSTOMERS MUST INSPECT THEIR VEHICLE BEFORE LEAVING THE PARK & RIDE PREMISES.

Any new, reasonably visible damage believed to have occurred while the vehicle was in our custody should be reported to a Heathrow Park and Go representative before the vehicle leaves the premises, so that the condition can be inspected, photographed and recorded.

5.4 Damage Discovered Later

Where damage could not reasonably have been identified during collection, the customer should notify Heathrow Park and Go in writing as soon as reasonably practicable after discovery and provide supporting evidence.

Leaving the premises without reporting reasonably visible damage may be taken into account when investigating whether the alleged damage occurred while the vehicle was in our custody.

5.5 Evidence

A customer making a damage claim may be required to provide:

photographs/video taken immediately before handover;
photographs/video taken immediately after collection;
booking information;
vehicle details;
mileage information;
repair estimates;
evidence of ownership or authority to make the claim; and
any other information reasonably required to investigate the incident.

Claims will be determined based upon the available evidence.

5.6 No Admission of Liability

Recording an incident, inspecting a vehicle, taking photographs, obtaining an estimate or discussing a possible repair does not constitute an admission of liability.

Liability will only be determined following investigation.

6. MECHANICAL, ELECTRICAL, TYRE AND GLASS ISSUES

6.1 Mechanical and Electrical Failure

Heathrow Park and Go is not responsible for mechanical, electrical or structural failures that arise independently of any failure by us to exercise reasonable care.

This includes, where not caused by us:

engine faults;
gearbox faults;
clutch failure;
battery failure;
electrical faults;
warning lights;
suspension faults;
exhaust faults;
manufacturer defects;
age-related deterioration; and
pre-existing or developing mechanical problems.

6.2 Tyres

Heathrow Park and Go is not responsible for punctures, slow punctures, tyre-pressure loss, tyre failure or blowouts unless there is reasonable evidence that the loss or damage was caused by our failure to exercise reasonable care.

Where a tyre requires inflation, replacement or roadside assistance to enable the vehicle to be moved or collected, the customer may be responsible for the reasonable cost incurred where Heathrow Park and Go was not responsible for the underlying problem.

6.3 Windscreens and Glass

Heathrow Park and Go will not be responsible for spontaneous glass failure, existing chips developing into cracks or other glass damage unless there is reasonable evidence that the damage resulted from a failure by us to exercise reasonable care.

6.4 Flat Battery

If a vehicle cannot be started because of a discharged battery, Heathrow Park and Go may take reasonable steps to start the vehicle.

Where specialist assistance is required because of the condition of the vehicle, reasonable third-party costs may be payable by the customer unless the problem was caused by Heathrow Park and Go.

7. REPAIRS

7.1 Investigation

Where Heathrow Park and Go accepts responsibility for vehicle damage, we must first be given a reasonable opportunity to inspect and assess the damage.

7.2 Repair Arrangements

Where appropriate, Heathrow Park and Go will nominate or propose a suitably qualified repairer to inspect or repair damage for which we accept responsibility.

7.3 Unauthorised Repairs

Customers must give Heathrow Park and Go a reasonable opportunity to inspect and respond before commissioning repairs for which reimbursement will subsequently be sought.

Heathrow Park and Go is not automatically responsible for dealership charges, premium repair rates or repair costs incurred without prior agreement.

8. DASH CAMS AND RECORDING DEVICES

8.1 Dash Cams

Where reasonably necessary for privacy, security, data-protection, battery-preservation or operational reasons, an installed dash camera may be switched off or disconnected while the vehicle is in our custody.

8.2 Reconnection

Customers are responsible for checking their dash camera and other accessories when collecting their vehicle.

Heathrow Park and Go does not guarantee that equipment disconnected for legitimate operational reasons will automatically resume recording.

9. ELECTRIC AND HYBRID VEHICLES

9.1 Minimum Charge

Customers leaving an electric vehicle must ensure that it has sufficient battery charge for normal operational movement.

A minimum available range of 100 miles should be left in the vehicle.

9.2 No EV Charging Service

HEATHROW PARK AND GO DOES NOT PROVIDE AN ELECTRIC VEHICLE CHARGING SERVICE UNLESS THIS HAS BEEN EXPRESSLY AUTHORISED AND AGREED BY HEATHROW PARK AND GO IN ADVANCE.

Customers must not assume that their vehicle will be charged while parked with us.

9.3 No Unauthorised Charging

Heathrow Park and Go has no obligation whatsoever to charge an electric or plug-in hybrid vehicle unless charging has been expressly agreed.

Where no charging service has been expressly authorised, the customer remains entirely responsible for ensuring that the vehicle has sufficient battery range upon arrival for operational movement and subsequent collection.

9.4 Authorised Charging

Where Heathrow Park and Go expressly agrees to arrange charging, any applicable price, charging arrangement and conditions will be agreed separately.

Unless expressly guaranteed in writing, Heathrow Park and Go does not guarantee:

a particular charging speed;
a particular battery percentage;
a full charge;
a particular charging location; or
completion of charging by a particular time.

9.5 Charging Equipment and Vehicle Compatibility

The customer is responsible for ensuring that the vehicle and any customer-supplied charging equipment are safe, compatible and functioning correctly.

Heathrow Park and Go is not responsible for battery degradation, vehicle software issues, charging-system faults or electrical/mechanical failures that are not caused by a failure on our part to exercise reasonable care.

10. ULEZ AND OTHER ROAD CHARGES

10.1 Customer Responsibility

The customer is responsible for ensuring that their vehicle complies with applicable emissions requirements.

10.2 ULEZ

Where a customer's vehicle is subject to ULEZ charges as a consequence of normal authorised operation of the Park & Ride service, the customer is responsible for any applicable charge where this requirement has been disclosed as part of the service.

This may include charges arising on both the drop-off and collection dates where applicable.

10.3 Penalties

The customer remains responsible for penalties caused by their own failure to pay a charge for which they were responsible.

11. LIABILITY AND LIMITATION OF RESPONSIBILITY

11.1 Reasonable Care

Heathrow Park and Go will exercise reasonable care and skill in providing the Park & Ride service and in handling vehicles placed in our custody.

11.2 Failure or Inability to Provide Service

Where Heathrow Park and Go is unable to provide the booked service, our liability shall, to the fullest extent permitted by law, be limited to the amount actually paid by the customer for the affected booking.

Heathrow Park and Go shall not be liable for additional compensation, consequential loss or other expenses resulting from the service not being available.

11.3 Loss of Earnings and Consequential Loss

Subject always to liability which cannot lawfully be excluded, Heathrow Park and Go accepts no liability for:

loss of earnings;
loss of income;
loss of profits;
loss of business;
missed business appointments;
loss of opportunity;
missed flights;
replacement flight costs;
airline charges;
hotel costs;
taxi or private-hire charges;
car hire;
alternative parking;
additional travel costs;
loss of holiday or enjoyment; or
indirect or consequential loss.

11.4 Events Outside Our Control

We are not responsible for loss caused by circumstances outside our reasonable control where we have not breached our legal obligations.

11.5 Missed Flights

Heathrow Park and Go will not be responsible for a missed flight resulting from:

the customer arriving late;
failure to follow arrival instructions;
failure to allow sufficient time;
airline or airport delays;
airport congestion;
traffic or road disruption outside our reasonable control; or
another circumstance outside our reasonable control.

11.6 Fire, Flood, Theft and Malicious Damage

Responsibility for fire, flood, theft, malicious damage or other third-party acts will depend on the circumstances of the incident.

Heathrow Park and Go will not be responsible where such loss occurs despite us having exercised reasonable care and complied with our legal obligations.

11.7 Personal Belongings

Customers leave personal belongings inside their vehicles at their own risk.

Valuable items should not be left inside the vehicle.

11.8 Interior Condition

Unless an incident is attributable to a failure by Heathrow Park and Go to exercise reasonable care, we are not responsible for changes in the interior condition arising through ordinary parking and authorised vehicle movement.

11.9 Statutory Rights

Nothing in these Terms and Conditions excludes or restricts any liability which cannot lawfully be excluded or restricted, including liability for death or personal injury caused by negligence, fraud or fraudulent misrepresentation, or statutory consumer rights which cannot lawfully be excluded.

12. OVERSIZED AND MODIFIED VEHICLES

Customers must notify Heathrow Park and Go before arrival if the vehicle has:

a roof box;
roof-mounted equipment;
unusually low suspension;
oversized dimensions;
modifications affecting normal operation;
specialist starting procedures; or
any other feature that could affect safe movement or storage.

We reserve the right to refuse a vehicle that cannot safely or reasonably be accommodated.

13. REFUSAL OF SERVICE

Heathrow Park and Go reserves the right to refuse to accept or move a vehicle where there are reasonable grounds to believe that:

it is unsafe or unroadworthy;
it is uninsured or unlawful to drive;
it cannot reasonably be operated;
it presents a safety risk;
the customer has supplied materially incorrect booking information; or
accepting the vehicle would breach legal, airport, insurance or operational requirements.

We also reserve the right to refuse service where a customer behaves in a threatening, abusive, violent or seriously disruptive manner toward staff, drivers or other customers.

Any refund entitlement will depend upon the circumstances and applicable law.

14. THIRD-PARTY BOOKING AGENTS

14.1 Bookings Made Through Agents

Where a booking is purchased through a comparison website, travel company, booking agent, consolidator or other third party, that business may have its own booking, cancellation and administration terms.

14.2 Parking Service

Where Heathrow Park and Go is identified as the parking provider, these Terms and Conditions govern the operation of the Heathrow Park and Go Park & Ride service.

14.3 Agent Errors

Queries concerning payments, refunds or information controlled exclusively by the booking agent should initially be raised with that agent.

Heathrow Park and Go accepts no responsibility for errors, omissions, representations or failures made solely by an independent third-party booking agent where Heathrow Park and Go was not responsible for them.

15. CUSTOMER COMPLAINTS AND CLAIMS PROCEDURE

15.1 Written Complaints

All complaints and claims should be submitted in writing by email or letter so that they can be properly investigated and recorded.

15.2 Information Required

Customers should provide:

booking reference;
full name;
vehicle registration;
date of parking;
full details of the complaint;
photographs or videos where relevant;
supporting documentation; and
the outcome sought.

15.3 Response

Our Customer Relations Team will endeavour to provide an initial response within 7 working days.

Complex vehicle-damage investigations may take longer where information is required from drivers, car parks, insurers, repairers, CCTV systems or other parties.

15.4 Incidents at Collection

Where an issue is reasonably apparent when the vehicle is collected, the customer should report it immediately to a member of staff before leaving the Park & Ride premises.

15.5 No Admission of Liability

No statement by a driver, transfer driver, parking attendant or other operational member of staff constitutes an admission of liability unless subsequently confirmed in writing by an authorised representative of Heathrow Park and Go.

16. FRAUDULENT OR DISHONEST CLAIMS

Heathrow Park and Go takes fraudulent, fabricated and deliberately exaggerated claims seriously.

Where we have reasonable grounds to suspect that evidence has been falsified, altered or deliberately misrepresented, we may investigate the matter and, where appropriate, provide relevant information to our insurers, legal advisers, law-enforcement authorities or other appropriate bodies where permitted by law.

Nothing in this clause prevents a customer from making a genuine complaint or exercising their legal rights.

17. CHANGES TO THESE TERMS

These Terms and Conditions may be amended from time to time.

Unless a change is required by law, the terms applicable to a booking will normally be those made available to the customer when the booking was completed.

18. GOVERNING LAW

These Terms and Conditions are governed by the applicable laws of England and Wales.

Nothing in these Terms deprives a consumer of any mandatory legal protections or rights regarding where proceedings may lawfully be brought.

19. GENERAL

19.1 Severability

If any provision of these Terms is found to be unlawful or unenforceable, the remaining provisions will continue to apply to the fullest extent permitted by law.

19.2 No Waiver

A failure by Heathrow Park and Go to enforce a provision on one occasion does not prevent it from enforcing that provision on another occasion.

19.3 Entire Agreement

These Terms, together with the booking confirmation and any product-specific conditions clearly disclosed before purchase, form the agreement governing the Park & Ride service.

IMPORTANT CUSTOMER REMINDERS

BEFORE LEAVING YOUR VEHICLE

Take clear photographs or video of the vehicle at the Park & Ride car park, including the bodywork, wheels, windscreen, mileage and fuel/battery level.

WHEN COLLECTING YOUR VEHICLE

Inspect the vehicle carefully before leaving the Park & Ride premises and immediately report any reasonably visible new damage to a member of staff.

BEFORE TRAVELLING

Check your booking confirmation, operating hours, arrival instructions and transfer arrangements and allow sufficient time before your flight.

OPERATING HOURS