PLEASE READ THE TERMS AND CONDITIONS OF STANSTEDMEETANDGREETPARKING.CO.UK / SMART PARK & RIDE. ANY COMPLAINTS OR QUESTIONS SHOULD BE SUBMITTED AS DETAILED IN THESE TERMS AND CONDITIONS.
(a) The Company shall mean Whole Group Vehicle Storage Limited
(b) 'Vehicle' shall mean the Vehicle which is received into the Company's care.
(c) The Company's representative is a driver employed for the purposes of meeting Customers and driving their cars to and from the airport.
2. THE COMPANY’S LIABILITY
Every effort is made by means of trained staff to collect and deliver Customers' cars safely to and from the Airport. The Company assumes that the Customer will retain the return instructions, numbered receipt for the car in a safe place, ready to present on their return.
Accordingly the Company, its employees and agents;
(a) The Company will accept liability for defects to a Customer's vehicle, which render the vehicle undriveable where the same is proved, and to the extent that it is proved, to be caused by their negligence. The Company will provide a replacement vehicle up to, but not exceeding, a small people carrier, equivalent to a Vauxhall Corsa type vehicle, provided the Customer is able to arrange fully comprehensive insurance cover for the temporary replacement vehicle, for the period the replacement vehicle is in the Customer's custody, and until returned to the Company.
(b) The customer agrees that any damage will be inspected by The Company's own engineers in order to confirm liability and cost of repair. The Customer agrees to return their vehicle to The Company for this purpose, at their own expense. The Company will not accept liabilty for any damage, however caused, if no such inspection is conducted. The Customer should contact The Company to arrange an inspection at a time acceptable to both parties. Inspections may only take place between 10.00 and 14.00 Monday - Friday. An Inspection must be booked a minimum of 7 days in advance.
(c) In the event the Company accepts liability for defects to a Customer's vehicle that remains driveable, only where the same is proved, and to the extent that it is proved, to be caused by their negligence, the Company will arrange for an independent engineer to contact the Customer to arrange for the remedial work to be carried out by a repairer. It is a requirement that the repairer provides a replacement vehicle, at the repairer's expense, to the Customer, for the duration of the repairs, and until the return of the Customer's vehicle. The Customer shall be responsible for arranging insurance cover for the vehicle provided by the repairer until such time as the replacement vehicle has been returned to the repairer by the Customer.
(d) Cannot accept liability for damage to vehicles or other property arising from acts of nature. This includes damage arising from bird or animal strikes.
(e) The Company does not accept liability for any mechanical, structural or electrical failure to any part of the vehicle. Nor will the Company accept liability for damaged external mirrors, keys, wheels and/or damaged/punctured tyres, missing hub caps, windscreens and other glass. This also includes breaking of glass, by a company's representative to gain entry to the vehicle should the vehicle lock itself with keys in the ignition.
(f) The Company does not accept responsibility for any damage or loss to the vehicle caused by general wear & tear, lack of maintenance, neglect on the owners behalf, or servicing and maintenance not to the manufacturers required standards, however caused.
(g) Will accept liability in respect of the death or personal injury or loss or damage to personal belongings sustained by the Customers and others only where the same is proved and to the extent that it is proved to be caused by their negligence.
(h) Cannot be held responsible if the Customer loses their return instructions, numbered receipt, and this is presented to the Company by a third party who uses it to fraudulently take delivery of the vehicle.
(i) Customers are required to carry with them a 'spare key' in the event that the original may be misplaced. Should the customer not carry a spare key with them, then the company will not be liable for any expenses that the customer may incur in completing their journey to their final destination. In the event of loss or damage to the vehicle key, whilst in our possession, the Company's liability will be limited to a maximum of £100
(j) It is the Customer's responsibility to check their vehicle for damage upon return and before signing of the return documentation.Customers agree, that once they have taken back possession of their vehicle and the Company's representative has handed over the key and the customer has left the collection point, the Company's liability ceases.
(k) Accept that vehicles are left with the Company entirely at the owner's risk.
3. SECURITY OF VEHICLE AND CONTENTS
The Customer must ensure before releasing the vehicle that all windows are closed and, so far as contents are concerned, anything of value must be removed. Accordingly, it is a condition of acceptance that the Customer removes all loose and valuable items as we cannot accept responsibility for their loss. The Company accepts no responsibility for any other keys handed over except the vehicle key.
4. TIME OF DROP OFF / PICK UP
Our Operating Hours are from 04.00 - 23.59. The Airport Operations telephone number is available between 03.45 - 00.45 for flights landing before 23.59. If a customer calls outside of these hours the call will not be answered. Returns for flights that land after 00:00 will be subject to and £80 out of hours fee or alternatively a customer may be required to, at their own expense, make their own way to our holding compound to collect their vehicle. If this is the case, the key to the customer's vehcile will be placed in a combination lock box and the combination will be sent to the customer via text message.
Customers are advised to allow sufficient journey time to arrive at the Airport at the meeting time that has been designated to the Company. The Company will allow a grace period of 30 minutes either side of the booked arrival time. If the Customer is running early or late they must call the Company at least 30 minutes prior to the booked arrival time. The Company will then endeavour to re-book a new arrival time subject to an additional cost of £40.00. If the Customer does not call the Company and arrives before or after the booked arrival time the Company cannot guarantee a driver will be available to meet the Customer.
The company will not take any vehicle whose booked time is less than four hours from the time of booking unless the customer pays a supplement equal to no less than the number of days stay @ £25 per day minus the cost of the original booking.
The responsibility to arrive on time is the Customers and the Company can not be held responsible for any costs, inconvenience incurred when not following the instructions. Additional labour charges will be applied for failure to follow our representatives instructions.
Labour charges will be calculated at 1.5 times our standard hourly wage of £12.00 per hour, a minimum of one hour will be applied.
If for any reason the Customer misses their outbound flight they must contact the Company immediately. At certain times the Company may not have driver’s on shift and so will return the vehicle as soon as is practically possible.
If the Customer's return flight is delayed, cancelled or altered in any way they must inform us. This communication must be received as soon as possible. The Company recommends at least 48 hours notice to avoid any delay upon return. A rebooking fee of £40.00 is chargeable should the company incur additional labour costs. The £40.00 charge may be reduced by 50% at the company's discretion. Any additional overstay days will be charged at the standard daily rate for storage of £25.00 per day. All overstay charges and re-bookings fees must be paid in CASH only, upon return of the vehicle. A customer's vehicle will be held until such time as any outstanding payment is made in CASH. A customer cannot make an additional booking to cover any overstay days unless written agreement is made by the Company, no less than 48 hours prior to the customer's original booked return date. All bookings must be completed by signing the return documentation before a new booking can commence, unless prior written agreement has been made with the Company.
No responsibility is accepted for any costs or inconvenience incurred by the Customer due to returning on any day or time other than that on the booking form. On occasional days (some Bank Holidays etc.) the service of the Company may not be available. On these occasions the Customer is wholly responsible to make alternative arrangements to travel home, or stay over, and collect the vehicle at a later date. If the Company agrees to releasing the vehicle on a “Non-Operational Day” then an additional fee is chargeable. This will not be less than £250.00.
It is the Customer's responsibility to provide the Company with the correct 'return flight landing time'. The Company does not allow online, telephone or bookings made through a third party for flights that are scheduled to land after 23.55. Any bookings made with incorrect return flight landing times, that are scheduled to land ater 23.55, will be subject to an 'out of hours' fee of £80.This maybe reduced at the Company's discretion.
The Customer's vehicle will be ready for collection approximately 30 minutes after their flight has landed. If for any reason the Customer experiences a delay after landing they must contact the Company. The Company reserves the right to charge a waiting fee of £10.00 per hour, or part thereof, if no contact is received after one hour of landing. The Customer is required once all baggage has been collected to contact the Company. A waiting fee of £10.00 per hour, or part thereof, will be charged if the vehicle is not collected within 15 minutes from the time of the call.
A Customer's vehicle will only be released to the person who dropped the vehicle off upon completion of the return documentation.
Due to the parking restrictions imposed by Airports all customers are required to pay the Short Term Car park charge on drop off and pick up unless otherwise stated within the booking restrictions.
The company's operating hours are 04.00 - 23.59. If your flight is delayed and lands after midnight your vehicle will be returned at 04.00. The Airport operations telephone numbers will only be connected from 04.00. Bookings made for 04.00 may be required to wait 15 minutes for collection during busy periods.
*** Due to the Government's coronavirus restrictions on entering the UK, the customer may be required to provide proof of a negative PCR test that is no older than 72 hours. For the safety of our representative / driver, failure to provide proof of this, upon demand, will result in a delay returning the vehicle to the customer and extra charges will apply, as detailed for late arrivals and overstays. ***
5. COURTESY TO COMPANY STAFF
Customers must adhere to any instructions given by the Company staff or agents. The Company reserves the right to refuse parking services to any persons who, in their view, are causing, or may cause a risk or are rude or offensive to the Company staff.
6. BOOKINGS, CONFIRMATIONS, PRICES, AMENDMENTS AND CANCELLATIONS
All online bookings are on a request basis only. The Company reserves the right to accept or reject a booking request within 24 hours.
A confirmation of Booking does not entitle the Customer, unless otherwise specified, to priority over other Customers. The numbered return instructions must be retained as identification of the right to drive away the vehicle on return, since in the absence of acceptable identification, the Company reserves the right not to release the vehicle.
An email confirmation will be sent to the email address provided by the Customer within 24 hours of submitting a booking request. It is the Customers responsibility to ensure this email is received. An email booking confirmation will only be sent once the credit/debit card transaction has been processed successfully. All customers who choose to pay via the cash option are required to provide the Company with valid credit/debit card details at the time of booking in order to secure the service. £1 charge will be made against the credit/debit card provided at the time of booking. In the event that the Customer cancels and/or fails to utilise the service the Company reserves the right to take full payment from the aforementioned credit/debit card details that were provided at the time of booking. All cash transactions must be paid with the exact amount as our representatives do not carry change. Any overpayment is non-refundable.
Prices may be varied from time to time and whilst every effort will be made not to change prices during a period when they have been expressed to be valid, the Company reserves the right to change prices whether or not it gives notice of its intention to do so.
The Company reserve the right to levy a booking fee supplement for bookings with arrivals and departures on Bank Holidays.
The daily rate charged is for the period of 00:00 – 23:59 for the day or part thereof.
A SMG VIP Meet & Greet - Undercover booking may be amended, subject to payment of the booking amendment fee. For amendments up to 48 hours prior to departure the fee will be £10.00. For all amendments within 48 hours of departure the amendment fee will be £20, payable in cash to the driver upon arrival. Failure to make payment may result in the booking being void and no refund will be due. The booking can be cancelled at anytime after confirmation and prior to the date for which the service has been reserved, subject to a sliding scale of cancellation charge’s that will be applied.The charges are as follows; 3 weeks or more prior to departure 25% of the value of booking, Between 3 weeks and 1 week prior to departure 50% of the value of the booking. Between 1 week and 48 hours 75% of the value of the booking. 48 hours or less no refunds due. If the booking fee was paid by credit card / debit card, the booking fee will not be refunded.
All of the above charges relating to refunds are irrelevant of when the booking is made, i.e if a booking is made 6 days prior to departure and then cancelled 5 days prior to departure a charge of 75% of the value of the booking will be lost. Undercover parking is subject to availability and at times it may not be possible to storage the vehicle for the whole duration of the booking. No refund will be given for days when this is not possible.
A SMG Value Plus Meet & Greet booking may be amended anytime up to the day before drop off*, subject to payment of a booking amendment fee. For amendments up to 48 hours prior to departure the fee will be £10.00. For all amendments within 48 hours of departure the amendment fee will be £20 payable in cash to the driver upon arrival. Failure to make payment may result in the booking being void and no refund will be due. A SMG Value Plus Meet & Greet booking is non-refundable in the event of customer cancellation. Customers are liable for the exit fees on drop off and return
*Bookings made between 23rd March 2020 & 30th September 2020 may be amended anytime up to 12 months after the orignal departure date. Amendments after the 12 month deadline will not be accepted and all monies will be forfeit.
A SMG Value Meet & Greet - Non-Flexible booking cannot be amended and is non-refundable in the event of customer cancellation. Customers are liable for the exit fees on both drop off and return.
A SMG Value Park & Ride / Smart Park & Ride booking may be amended anytime up to the day before drop off, subject to payment of a booking amendment fee. For amendments up to 48 hours prior to departure the fee will be £20.00. For all amendments within 48 hours of departure the amendment fee will be £40 payable in cash to the driver upon arrival. Failure to make payment may result in the booking being void and no refund will be due. A SMG Value Park & Ride / Smart Park & Ride booking is non-refundable in the event of customer cancellation. A charge of £2.50* per person each way, + a £1 booking fee is payable upon arrival to cover the airport levy fees. Excess Baggage: Customers may take one piece of hold baggage per person. Additional items or large items e.g. ski equipment, foldable bicycles, golf clubs, surfboards etc will be charged at £5 per item each way.
* may be subject to change without notice.
In the rare event that the Company has to cancel a booking, the Customer will be notified via email and text message to the contact mobile number that was supplied at the time of booking. The Company would endeavour to notify the Customer at least 12 hours prior to departure, and a full refund will be applied. The Company is not liable for any additional costs incurred due to cancellation.
The Company will offer a grace period of 30 minutes after the booked arrival time for meet & greet and 1 hour for park & ride. We will endeavour to re-book customers outside of the grace period subject to payment of a £20 fee. Should no rebooking be possible the booking will be deemed as a 'No Show' and no refund will be due.
Cancellations less than 48 hours prior to the booked arrival time will be charged in full.
No refunds will be made if the return date is earlier than the pre-booked date*. Additional storage costs will be levied for every day over the pre booked date at £20.00 per day.In addition, a fee of £40.00 will be levied, if the arrival / return date or time is either earlier or later than the pre booked date or time, where additional drivers are required to collect / return the vehicle. The £40.00 charge may be reduced by 50% at the company's discretion. The customer consents to the company processing a repeat payment to the credit / debit card, provided when making the booking, to cover any additional charges that are applicable.
All amendments to confirmed bookings, cancellations, refunds and additional charges are subject to an administration fee of no less than £20.00. All amendments must be notified via email and once accepted will be confirmed by return email. A booking will remain 'live' until the customer sends a notice of cancellation via email and receives a return email confirming the updated booking status.
An administration fee of £50.00 will be levied if the Company is issued with any 'chargeback'.
Should a booking be subject to any further charges, as detailed within these terms & conditions, the Customer hereby agrees that the Company has the right to to recover any outstanding payment from the credit/debit card details provided at the time of booking.
The standard daily rate for storage is £25.00.
Any instance of verbal or physical abuse, of any kind, towards members of staff will result in an immediate cancellation of the booking without refund.
The Customer must follow the precise instructions relating to their return provided to them by the Company representative on their departure.
Customers are entitled to one standard parking space (2.4m Wide by 4.8m Long) per booking. Oversized vehicles eg minibuses, long wheel base vans, camper vans etc, which require more than one space will be subject to payment of an additional space equal to 100% of the original booking price. This amount may be discounted by upto 50% if payment is made in CASH. Failure to make payment on arrival may result in cancellation of the booking with no refund. If the Company agrees that payment can be made on return, the customer agrees that their vehicle will not be returned until all outstanding fees are paid in full. Additional daily storage fees may also apply if the vehicle is not collected on the original booked return date.
Where a Customer cancels a booking due to Covid-19 restrictions, the standard cancellation policy will apply. Customers whose bookings are not eligible for a refund should contact their travel insurers. The Company will not be liable to reimburse the Customer should the Customer not be able, or eligible, to make a claim. Customers who have purchased non-refundable products will be eligible for additonal discounts, at the company's discretion, on their next booking.
* This includes overstays which have been confirmed with with customer via email.
7. COMPLAINTS PROCEDURE
It is the Customers responsibility to check the vehicle for damage upon return. Claims cannot be considered once the vehicle has been returned to the Customer and the Company’s representative has left the return location. Should the vehicle suffer damage whilst in the care of the Company, or should any possessions be missing from the vehicle whilst it is in the Company's care, the representative should be informed immediately of the occurrence. Written notice, via email only, containing full details of the occurrence should be provided to our Customer Service Manager. An investigation into an incident can commence but not be concluded until written notice has been received. No claim for damage or loss will be entered into, whatsoever, if a written complaint is not received within 7 days from the collection of the vehicle. Before submitting a claim to the Company, Customers are required to check Condition No 2 and to satisfy themselves that the subject matter of their claim falls within the Company's area of responsibility. Failure to comply with the above procedure may prejudice the Customer’s position and it should be noted that our Report Form makes no representations as to the Company's liability. Any claims for loss or damage to vehicles or in relation to the quality of the service provided should be made to the Company in writing, via email only.
8. MOVING AND RELOCATION OF VEHICLES
The Customer must ensure that, before leaving the vehicle with the Company that it is in a roadworthy condition, taxed and holds a current MOT certificate if applicable. In the event that it is found that the vehicle does not hold the valid documentation The Company reserves the right to hand the vehicle over to the relevant authorities & relinquish all liability for the vehicle. Furthermore, the customer accepts all liability in the event that legal proceedings are pursued against The Company and or its representatives. The Company reserves the right to move the vehicle, by driving, or otherwise to such extent as the Company may in their discretion think necessary to provide its service, or in emergencies or to avoid accidents or obstructions. Ignition keys and any alarm, immobiliser codes to the vehicle must therefore be left in the vehicle at the time of handing it over to the Company driver. It will be necessary in the exercise of the rights conferred upon the Company under this condition, for the driver to have the right to drive or otherwise take the vehicle on the public highway. The Company drivers are fully insured by the Company for this purpose. The maximum distance travelled is 60 miles for which The Customer must ensure the vehicle contains sufficient fuel, or electric charge for this purpose. In the event The Company is required to add fuel in order to complete its obligations, an administration charge of £60 will be applied to cover costs incurred. The administration fee may be reduced at The Company’s discretion. If the customer requires the Company to charge their vehicle before return a fee of £50 will be charged. The Customer consents that their vehicle may be moved at various times, when operationally necessary. This may include relocation to public / private car parks or other public areas. The Company does not accept liability for unauthorised use of a Customer's vehicle by any of its drivers. Any unauthorised use will result in immediate dismissal. The Company will not accept responsibility or liability for any damage to the vehicle via by acts of vandalism or theft of the vehicle, when parked within it's compounds or for theft of contents from within the vehicle. The Customer is advised to remove any items of value including loose change, sunglasses, sat nav equipment and mobile phone accessories. The Customer accepts that the vehicle is parked entirely at their own risk.
The Company will only accept liability for damage sustained whilst the vehicle is being driven on the public highway.
The vehicle will be checked for damage upon arrival at the Customer's request. In the event that the Customer does not request a damage inspection the Company will not accept any liability. The Company does not record or accept liability for minor damage i.e. stone chips, scuffs, scratches 6 inches or less and dents 3 inches or less in diameter or interior damage.
If the weather conditions, bad light, dirty vehicle etc. prevent a full body inspection, then the Company will not accept any liability.
The Customer will be required to sign the damage report on drop off and return. If there is additional damage on return, the customer will not be required to sign the report and must inform the Operations Team immediately before taking possession of the vehicle. The Customer, by signing on return, accepts the vehicle's condition and agrees that the Company's liability has ceased. A Customer's vehicle may be clamped should they not be collected on the prebooked return date. A release fee of £250 may apply in addition to any overstay charges owed by the customer.
The Customer must notify the Company’s driver of any special driving attachments or car features such as disabled driver controls, key codes, immobiliser, special starting instructions & tracking devices etc. as the Company will not accept any liability for damage resulting from driver's lack of familiarity with them.
9. LIENS & AGENCY
(a) Every Vehicle being serviced by the Company is subject to a lien for all charges due or accruing from the Customer to the Company, and a general lien for all and any monies due from the Customers to the Company such liens to be in existence whilst the Vehicle is in the Company's care, notwithstanding that it may from time to time have been removed. If the said lien is not satisfied by the payment, within 28 days of notice given by the Company of its intention to sell the Vehicle in default of payment, the Company may sell the Vehicle by auction or otherwise and the proceeds of sale may be applied in and towards satisfaction of all sums owing to the Company by the Customer together with the expenses of the sale, and in connection with such sale the Company shall be entitled to charge reasonable garage charges in respect of the period during which the Vehicle is in the possession of the Company. Any balance of purchase price remaining after satisfaction of such sums shall be held by the Company on behalf of the registered owner of the Vehicle. Notice of intention aforesaid shall be deemed to have been properly and sufficiently given by the sending of written notice by prepaid post, addressed to the registered owner at his known address, whether or not the same is actually received.
(b) Every person who enters into a contract with the Company for the parking of a vehicle, does so on behalf of themselves and all other persons having any proprietary, possessory or other financial or material interest in the vehicle.
10. VARIATIONS OF THE TERMS AND CONDITIONS
The Company reserves the right to change these Terms and Conditions without prior notice.