Terms and Conditions

Terms and Conditions

Your statutory rights are not affected

Booking through our website, call centre, consolidators or company representative are considered to be your booking is confirmed and you have agreed to all our terms and conditions once you receive the booking confirmation via e-mail.

Please adhere to all the prevention and precautionary methods advised by the health authorities and the government to protect us all from the COVID-19 virus. 

If you suspect or carry any symptoms or being close to someone who has the symptoms of COVID-19 virus please inform us over the phone about your situation to prevent our drivers being exposed to the virus.

Due to uncertain situation created by the COVID-19 pandemic, in some occassions we might ask you to bring the vehicle to the compound and we will arange a vehicle to drop you in the airport and we might take you from the airport in a seperate vehilce to collect your vehicle from the compound on your return.

A user account will be created automatically on our system by booking through our website or through agents or by using our service. This account will enable you to edit your personal details and vehicle details.

We expect that our staffs are treated in a respectable manner and any offences against our staffs will be taken seriously including verbal abuses.

We will make every effort to collect and deliver the vehicle at the requested times, And we do not accept any responsibility for delays of its service, caused as a result of circumstances beyond our control, such as traffic congestion, delayed flights, security alerts, severe weather conditions, etc.

Client must ensure to have enough time to drop the vehicle with us. Please leave minimum 3.5 hours from the flight departure time.

If you had made the booking within the last 8 hours from your time of travel, then please make sure to give us a call one hour prior to the arrival time. If you do not call one hour prior to the arrival time then there are chances that driver could get delayed to pick your car.

The client must ensure that, before handing over the vehicle that it is in a roadworthy condition, holds a current MOT, Road Tax and insured to comply with Road Traffic Act 1988.

You will be held responsible for any liabilities or costs that are occurred by your vehicle not complying with the Road Traffic Act.

We have the right not to accept any vehicle over 3.5 tonnes, vehicle with trailer and vehicle that are considered to be unfit to drive.

We will charge an additional £10.00 per day for Vans

whilst every effort will be made to deliver the vehicle on time, in rare occasions we might take up to 60 mins depending on traffic, weather condition, or because of any unforeseeable problems

Due to Luton Airport constructions works we might take more time to reach the Airport because of the road traffic caused by it. It might even take up to 2 hours.

We have the right to debit from the clients account for the extra days parked and payment will be collected prior to the return of the vehicle. Any extended days will be charged at a daily rate of £20.00

A day is counted as a calendar day. The day you drop the vehicle is counted as a day and the day you collect the vehicle is counted as a day. Days are not counted as 24 hours from the day you dropped the vehicle. If you go past to the next day than the day you have booked then you have to pay £20.00 for extra day. Calendar day is counted as midnight to midnight.

Full payment must be paid of booked service prior to the commencement of the service. Booking may be cancelled up to 24 hours prior to the date for which the service has been booked, and refund will be given after deducting £15.00 for admin fees.

No refunds will be given for any cancellations or none use of our service made within 24 hours of the day of travel. Any customer wishing to reduce the length of stay for a service once that service has been booked will be liable to pay the fee for the whole of the service booked and the curtailed days cannot be transferred to another booking or a person.

We should be given minimum of 24 hours of notice if you are returning early than you have originally booked. If we do not receive 24 hours notice then we might not be able to deliver on time.

In the even you arrive early without giving us 24 hours of notice please make sure to stay in the terminal building and confirm your arrival and details with the phone operator.

All amendments and cancellations must be via e-mail only.

We will not respond to any claim e mails if it does not fit our claims criteria and policy. Please ensure you read the terms and conditions before sending us a mail about damage claims.

We expect the customers to take photographs of the vehicle before handing it over to us at the Shorts Stay car park/ off site meet and greet area and produce the photos as a evidence in the event of damage claims and the company reserve the right to reject claims if the images not taken in properly covering the claims. 

We will not respond to a complaint in the event the customer takes the company paper work with him or her by force.

Vehicles and contents are left at the Owners risk whilst the vehicle is parked. It is a condition of acceptance that you do not leave any valuables in the vehicle and remove any loose or detachable items which are attached to the vehicle, example bicycles,radio sets, roof racks and boxes etc.

We only inspect the vehicle for major damage or dents only. We only take note of the damages which are clearly visible and which are at the eye level. We will not be liable for any damage to the vehicle when at the time of the inspection if the weather condition is bad, poor visibility, unclean vehicle, rain and any thing which prevents the damages from being seen.

We do not accept any liability over the condition of the interior the vehicle, we do not check or take a note of the condition of the interior.

Please remove any electronic items which is attached to the windscreen due to security reason which is including Satellite Navigation and CCTV.

Please make sure to remove any electrical items plugged into the electric socket.

In the event the customer fails to remove any items on the windscreen and electric socket we will remove them and leave it in the vehicle.

Our drivers do not consent to be filmed. Therefore, in some cases, dash cams may be disconnected. Dash cams will also be disconnected to avert any situation causing an electrical shortage leading to a fire

It is your responsibility to walk with our driver around the vehicle and it is your responsibility that you show our driver about any dents or scratches.

We will not be held responsible for any claims of any nature below £700.00 including dents, bumps, and scratches.

We are not responsible for any minor dents, damages, scratches,scuffs, general paint wear and tear, hairline scratches, stone chips, damage on windscreen and any change of colour of your vehicle and damage to alloy wheels(whether marked on the paper work or not) however it is caused.

We might wash the car without customer request/permission if needed

Claims for damage will not be considered unless reported to our staff immediately on the return of the vehicle at the terminal/ carpark and written complaint must be sent to us by e-mail with attached photographs within 7 days from collection of the vehicle.

We accept no liability for mechanical, structural, electrical failure to the vehicle or parts of it, and damages to windscreen, head lights, bulbs, tyres, rims, alloy wheels and wheels of your vehicle however its caused while in it is in our custody or during the transit.

In an event of your vehicle break down you are responsible for arranging the recovery.

We might take photographs of your vehicle for company purposes only. We are not obliged to provide you with any photographs unless we decide to do so.

We accept no liability for any loss such as missed flights, loss of earnings

We accept no liability for any faulty keys, alarm fobs,broken keys, house or other keys left on the Key ring. In the event of vehicles not starting you are responsible for your car.

Only the Car Key should be given to the driver. And we expect the Customers to have a spare key for their vehicle, which would we require be taken with the customer.

In the event that the car acquires any form of puncture or burst, we will help you in every possible way to assist but you are responsible for the costs of changing or replacing or repairing the tyre.

We do not take any liabilty for any damage to the alloy wheels, wheels or any part of the body caused by tyre a burst or any issues arrise by any damage to the tyre.

If the vehicle does not start due to a flat battery, we will attempt to start it using a boost battery and We will not be held responsible for any consequences that may occur as of us having to jump-start your vehicle.

In the event your vehicle breakdown at the Short stay car park, you are responsible for paying the Short stay car park fees as well as any other fees to be paid.

We do not accept any responsibility for the condition of the vehicle on return to you. we are not responsible for any dusts or bird droppings.

During certain busy periods or lengthy periods of stay, your car may be moved and parked in any one of our other secure compounds. In any events of need to move your vehicle we might drive up to 25 miles in one way. Security at the secondary compounds may vary from the primary compound.

During busy periods we will be hiring sub car parks to to manage the bookings and these car park will not have the same standard as the our main compound. These car parks might not have CCTV and secure fencing. sometimes public carparks will be utilised to manage space with special arrangements.

We will start and move your vehicle many times as we need to create space and accommodate vehicles.

In the event of a road accident whilst our driver driving your car, our insurance will not pay more than £20,000.00 for cost of repair or a replacement.

Our insurance is covered only while the vehicle is driven on public road. Any damages we agree to repair must be carried out by us through our authorised garage in Luton.

Our Insurance or our company will not provide any courtesy car or will not pay for hire charges whilst the vehicle is under repair or waiting for the settlement from the insurer.

Only in the event of a road accident we will make arrangement for you get to your destination. This is not applicable for break downs and tyre puncture or any mechanical,technical or any electrical faults ,etc.

Any repairs to be carried out to your vehicle must only be carried out by a garage approved by us in Luton. You will be responsible for the delivering and collecting the vehicle. We will not agree for any works to be carried out by dealerships even if the vehicle still under its warranty.

We will not provide courtesy car or hire vehicle or any compensation or loss of earning whilst the vehicle being repaired at our authorised garage.

In the event we agree to fix the damage and if you do not wish to bring the vehicle to the garage then we will not be held responsible for any issues arising from it.

All complaints must be sent via e-mail and claims for any damage, loss of any nature or any complaints will not be considered if a written complaint is not received within 7 days from the collection of vehicle.

We advice that the customer to have a record of the mileage and fuel level of the vehicle at the point of handing over the vehicle to our company driver.

Please inform the Mileage to our driver upon dropping and collecting of the vehicle.

Please take a photograph of the mileage and the fuel level.

Once the vehicle is parked in our compound then the responsibility of insurance of the vehicle automatically reverts back to your insurance. Loss or damage covered by your own insurance. No vehicle will be covered for Theft, Fire, Flood or any other act of God or nature whilst the vehicle is in our custody.

In the event of vehicle key is lost or stolen we will only replace the key. We will not agree to replace the security system of the vehicle.

In the event we agree to provide a courtesy car, courtesy vehicle’s engine capacity will be 1000 cc or less.

We will not be held responsible for any indirect or direct loss as a result of damage or loss to the vehicle. for example loss of earnings, missed flight, hotel charges, hire charges, taxi charges etc.

If you are driving a electric only vehicle please inform the driver when handing over the car. Additional money will have to be paid if the vehicle needs to be charged before collecting the vehicle and the customer shoud ensure that the requires adaptors are being given to the driver upon dropping the vehicle.

All customers who book through third party websites and booking agents have to pay £5.00 Airport exit fees. We will not take responsibility or we will not held accountable for any issues arise from the negligence of the booking agents and third party websites, these must be resolved with them.

If we have to pay for any loss or damage which are in dispute will not pay more than £100.00 as a good will gesture to settle the issue.

We reserve the right to take legal actions and claim compensation against customers who defame the company name on social media, websites and any other media including print media whilst the fault is with the customer.

We reserve the right to change or modify these terms and conditions according to the need of the business without prior notice

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