VIP Terms and Conditions of Business

Meet and Greet Service

1. Definitions

(a) The Company - VIP Heathrow Limited (Company Registration Number 08454503), 1 School Lane, Blymhill, Shifnal, Shropshire, TF11 8LJ.

(b) The Customer - The person named in the documentation submitted by the Company when confirming the booking.

(c) The Compound - The Company's premises, or any new or temporary premises used from time to time.

(d) The Personal Travel Assistant (Driver)- the representative of the Company responsible for looking after the Customer's arrival at, and departure, from the airport, and the transit of their vehicle to and from the relevant VIP or its agent's / trading partner's / subcontractor’s compound(s).

(e) Subcontractors - at our absolute discretion we use agents/ parking partner / subcontractor companies (all fully vetted) to carry out our work on our behalf; full details are provided on our 'Meet Our Team' webpage' However, at all times VIP Heathrow Ltd retains full responsibility for the performance of the Contract with each customer. VIP will take responsibility in each case for dealing with any claims for these claims will be via the policy of the agent / trading partner / subcontractor involved in any incident.

(f) The Vehicle shall mean the vehicle which is received into the compound and shall include a standard saloon car or smaller, estate car, 4x4, MPV and the like.

2. Basis of Contract

(a) The Terms contained in this entire document are extremely important as they specify those matters for which the Company does not accept responsibility.

This contract is for the provision of Meet and Greet Parking services. Meet and Greet Parking is a special type of parking arrangement whereby the Customer authorises us not only to park their vehicle, but also to drive it on the open road where it is susceptible to incidents which are not necessarily under the control of the driver or the Company. 

The Company also systematically parks vehicles in the short stay car parks at the airport where they can remain unattended for up to an hour, or even more at busy times. The airport does not offer any cover for damage incurred whilst a vehicle is in the airport’s car parks and as a result neither can the Company, so vehicles are parked there at the owner’s risk.

In order for the Company to carry out its contractual obligations to the Customer, the Customer, by the act of handing over the vehicle’s keys to the Company’s representative, authorises the Company as follows :

1. On the day of the Customer’s Departure to park their vehicle unattended in the airport’s car parks at the customer’s risk and expense, for such reasonable period as shall be required to enable the company to efficiently carry out its services.
2. To drive their vehicle on the open road as required, from the terminal to its compounds / it's agent's compounds and between its compounds during the parking duration for logistical reasons, via such route as shall be most efficient given the prevailing conditions on the day.
3. Back to the terminal upon the customer’s return.
4. On the day of the Customer’s Return to park their vehicle unattended in the airport’s car parks at the customer’s risk and expense, for such reasonable period as shall be required to enable the company to efficiently carry out its services,

Accordingly :

1. It is a fundamental term of this contract that the Customer will hold the Company (and its appointed agents and employees), harmless from any eventualities which arise whilst the vehicle is being driven or parked in accordance with the above authority, and which are beyond its reasonable control and which could typically happen to any person at the wheel of a motor vehicle through no fault of their own.
2. The Company will not take responsibility for loss or damage caused for example, by :
3. A vehicle being hit by an uninsured driver,
4. Windscreen damage caused by objects flying up from the road like tree branches, stones, etc.
5. Damage to wheels, tyres and alloys caused by similar events

C. It is the responsibility of the Customer to ensure that such events are covered by their own insurance.

(b) We reserve the right to change these Terms, but once you have made a booking the Terms which apply are those which were on the Website at the time of booking. However, please do not assume that the Terms which applied on one occasion when you booked a service with us will continue to apply when you next book. We recommend that you re-check these Terms before booking to satisfy yourself that you accept them.

(c) If certain terms are deemed unenforceable, this should not render the entire contract unenforceable i.e. The terms are severable.

(d) This contract is governed by English law.

(e) Your statutory rights are not affected.

(f) A contract only exists where the Company sends by automated email, and the customer ensures receipt of, the written acknowledgement of the booking (Booking Confirmation) from the Company and where good payment has been made for such. Where for any reason the price shown in the booking is incorrect, the company reserves the right to rectify the error either by charging any additional amounts to the customer’s credit card used at the time of booking or at the customer’s request to cancel the booking and refund the amount paid. The company also reserves the right to cancel bookings for operational reasons at its absolute discretion and refund the booking cost without charge to the customer where it sees fit.

(g) Payment may only be made to the Company (not to any other person whether in the Company's employment or not) by such credit or debit cards accepted by the Company at the time of booking or by other acceptable cleared funds prior to departure.

(h) The Customer grants the Company the right where applicable, to make any extra charges arising in relation to the parking with us retrospectively via the Customer's payment card used at the time of the original booking. Please refer to clause (r) below for full details of extra services provided and relevant charges and terms of application by us.

(i) The provision of our services is carried out solely and entirely on the understanding that the Customer accepts, fully and completely, the Company's terms and conditions, which also include the cancellation and surcharge policy. The booking confirmation email, which contains the instructions for using the service, also forms part of the Company's terms and conditions. Whilst we provide a high-value service we are nevertheless a low-cost Company and it is important that Customers appreciate when booking, that our terms and conditions are designed to enable us to keep our costs under our own control and within pre-determined limits.

(j) We reserve the right to cancel bookings due to circumstances beyond our control. In such an event we will endeavour to provide affected Customers with reasonable notice so they can make alternative arrangements. 

(k) Heathrow: The company's opening hours are 0500 to 2300 7 days a week (Closed Christmas Day) but the earliest meet time for all services is 05:30. In all other instances, meet times between 2300 and 0500 are by prior arrangement in writing only, including VIP FLEXI customers except where the Company at its absolute discretion decides to provide such service and then only in accordance with the restrictions stated herein. Where no prior arrangement has been made, the Company will monitor flight times and endeavour to return a vehicle where the landing time is after 0000 hours but no later than 0130 hours. The Company will not offer any service for landing times between 0130 and 0500 hours unless agreed by the Company IN WRITING (text or email) in advance. The customer must put all such requests in writing and ensure that the Company confirms the appointment by text or email together with the agreed cost. An extra charge at the short stay car park rate will be payable by The Customer. When the company has not been advised by the customer of an arrival time between 2300 and 0500 hours the Company will at its absolute discretion decide whether to offer cover during these hours and if it is able to do so, will be entitled to make the appropriate charges whether or not the customer arrives at that time or whether they fail to show. In relation to our VIP dual airport service e.g Heathrow & Gatwick - changes must be notified to the Company no less than 72 hours prior to the time of the Customer's scheduled return landing time (given that we are based at Heathrow). An extra charge of £50 will apply but this is subject to availability of staff for the revised return time. In the event we are unable to accomodate the change the Customer may be required to make your own arrangements back to Heathrow to collect your vehicle. The amount paid for the no lift charge will be refunded to you.

(l) The Company cannot accept liability for any consequential loss arising under any of the terms and conditions set out herein, including, but not exclusively, any loss of profit, enjoyment, revenue or earnings. The company does not accept liability for any failure by it to perform its obligations due to an event beyond its reasonable control. This includes civil commotion, terrorist threats or activity, industrial disputes, adverse weather conditions, closure or congestion of any of the airport's terminals.

Customers should ensure they have adequate travel insurance in place, as the Company shall not be obliged to refund any amount paid as a result of the above or the like.

(m) The Company's drivers / Personal Travel Assistants / Agents are insured to drive Customer vehicles which are worth up to the value of £40,000. Customers with cars worth more than this figure may nevertheless book with the Company but on the strict understanding that the Company is not responsible for any excess when a claim exceeds £40,000, and also any claims will be restricted to the proportion that £40,000 bears to the actual value of the vehicle.

(n) Once the vehicle is parked in our compound or our agent's / trading partner's compound, the responsibility for insurance automatically reverts to the customer's insurance. Our service covers the vehicle only during transit and parking under the policy of the parking partner / airport agent which actually delivers the service on The Company’s behalf. See our ‘meet our team’ page for full, specific details.

(o) The company cannot take any responsibility whatsoever for any comments made by, or alleged to have been made by, the company's staff in relation to any claim.

(p) The Company utilises the airport short-stay car parks to temporarily accommodate Customers' vehicles on the date of departure and return. The charge for which is payable by The Customer. Whilst the Company will take all due, reasonable care, the Company cannot accept responsibility for any loss or damage caused by third parties to Customer vehicles whilst their vehicle is stored temporarily in such locations. The Company will only take responsibility for any special instructions relating to the operation of vehicles and attachments, where this is put in writing by the customer and where the customer is in possession of written confirmation by the Company. Instructions given verbally to a member of staff cannot be taken as received by the Company. The Company and/or its insurers have the right to have any or all damage repaired by its own agents. For this purpose, the Customer must make the vehicle available to the Company or its agents for inspection and repair, and allow them to remove the vehicle from the Customer's possession for this purpose.

(q) The Company will only take responsibility for any damage where same is proved, and where such damage arose as a result of the Company's neglect, willful misconduct or default and where:

1. the alleged damage is reported to the Personal Travel Assistant at the time the vehicle is collected on the Customer's return to the airport.
2. the alleged damage is clearly identified on the company's vehicle docket together with a brief description thereof.
3. the vehicle docket (if applicable) is signed by both the Personal Travel Assistant and the Customer.
4. the customer notifies the company by email to This email address is being protected from spambots. You need JavaScript enabled to view it. within 24 hours of the time the vehicle is handed over, attaching a copy of the return docket and clear photos of the area affected on the vehicle.

The company will not accept responsibility where this procedure is not followed.

(r) In the event the Company accepts liability for damage to a customer's Vehicle, the Company and/or its insurers reserve the right to choose the repairer to repair the customer’s car. The following terms shall apply :    

1. The repairer must be conveniently located to the customer’s home or work address as shall be mutually agreed between the parties
2. They shall be professionally qualified to carry out such work
3. Once the repairer has been agreed upon, the work
4. shall be undertaken in the name of the Company
5. so that the VAT and appropriate taxation relief can be recovered in the interests of the Company and /or its insurers,
6. to enable the Company to negotiate fair terms with the repairer for the proper and competent repair of the vehicle, including where possible a courtesy car
7. In the event a courtesy car is not available as part of the arrangement, the Company shall be permitted to put in place the necessary arrangements with the repairer and customer to align the period required with an alternative vehicle for the period required for the repair and return of the vehicle to the customer. A hire car is not included in the insurance policy of the Company and the Company will not take responsibility for such a vehicle.
8. In all cases, the parties shall adopt an equitable attitude and work with each other to mitigate any costs arising in relation to the matter
9. Once a repairer has been agreed upon, the Company will use its best endeavours and experience to ensure that the repairs required are carried out as quickly and efficiently as possible and to keep the customer informed of progress throughout
10. For the peace of mind of our Customers, we wish to make it clear that any work carried out by the agents on behalf of ourselves or our insurers will be carried out to insurance standards.
11. The Company will contact the customer to arrange for the remedial work to be carried out by the repairer.
12. It is a fundamental term of this contract that in the event the Customer is unhappy with this choice he is entitled to suggest an alternative repairer(s) and in these circumstances :
    1. must advise the Company in writing so that a fair and reasonable discussion can take place
    2. Ensure that a written reply is received from the Company so that an agreement can be arrived at prior to any work being authorised
    3. If agreement cannot be reached the parties must agree an arbitrator to determine the matter.

(t) In the event that a vehicle is determined after inspection by the Company’s insurers, at their absolute discretion, to be a total loss, the Company will not be responsible for any short-fall arising between the perceived value of the vehicle and the value attributed to it by the Insurers for the purposes of a settlement with a customer. The customer must ensure that in the event of a short-fall this is covered by their own insurers or that appropriate GAP insurance is in place for this eventuality.

(U) The Company urges Customers to make sure that not only their vehicle but also any contents, including radio, audio and navigation equipment as well as other valuable items such as roof and bike racks, are fully and properly insured under their own insurance policies for damage, theft, vandalism and all other risks. The Company does not accept responsibility for any mechanical, structural or electrical failure or wear and tear to any part of the customer's vehicle whilst in its custody. The Company cannot take responsibility for any loss in this regard including parts of the vehicle that cannot be easily inspected such as the underside or roof etc. Customers with concerns over such items should contact the Company in writing in order to see whether the Company is able to make special arrangements. Any such arrangements will only be valid provided this is put in writing by the customer and where the customer is in possession of written confirmation by the Company. Instructions given verbally to a member of staff cannot be taken as received by the Company. The Company will take all reasonable care of Customers' vehicles and their contents but the Company cannot accept responsibility for theft either of the vehicle or any of its contents or attachments. The Company advises Customers to take a spare key with them and under no circumstances should they attach other keys or items of value to the car key they hand over along with their vehicle, as the Company cannot take responsibility for any loss in this regard. Whilst every care will be taken with car keys, in the unlikely event a car key is misplaced, damaged or stolen, The Company limits its indemnity for a replacement key to £100.

(V) The Company does not accept responsibility for delays or disruption incurred during the provision of its services as a result of factors outside its control such as security alerts or severe airport traffic delays affecting the surrounding infrastructure or where the customer has failed to follow the step by step instructions or turned up at such a time which would leave insufficient time to make the journey to the airport. In such circumstances, the Company will endeavour to update the Customer regularly via the mobile contact number provided by the Customer when booking. The Company cannot take responsibility where the number provided has changed and has not been communicated to the Company. Customers must allow tolerance for their meet time prior to Check-in - we advise at least 3 hours. The Company does not accept responsibility for nuances of non-standard vehicles especially if the customer has not provided The Company with all information required in advance if and when requested to avoid potential service disruption. In certain circumstances VIP make find it necessary to make alternative arrangements for the provision of its service by using affiliate companies or taxis where applicable. 

(W) Vehicle Valeting Service (Spring Clean):

VIP Spring Cleans (VIP- VIP Rules & Processes) The company offers a cost effective full valet service (Spring Clean) to customers. This is a good quality standard valet service designed to satisfy most reasonable requirements. The service provided includes : 1. vacuum & polish interior including windows 2. hand wash and polish outside of vehicle, wheels and windows. It does not include : i) waxing, or improving appearance of minor bodywork chips / scratches ii) removing ingrained/extensive stains to interior upholstery/roof linings/paintwork, etc. which are deemed to require specialist treatment. Important notes for customers : 1. The service is not intended for vehicles with inordinate levels of mud and/or damage to any part of the bodywork or undercarriage/wheel arches, etc., or where the inside of the vehicle is in such a condition that a more specialized level of service may be required. 2. As the company only offers the one level of service, where it determines (at its absolute discretion), that the vehicle is in an inappropriate condition for this service, it reserves the right to cancel the service, and where necessary refund the cost thereof. 3. The Company will not take responsibility for any damage subsequently revealed after the spring clean has taken place. Any damage so revealed will be the responsibility of the customer.

(X) Cancellation Policy:

After departure, in the event a customer returns at an earlier date than shown in the booking confirmation for any reason, the remainder of the parking duration will be deemed cancelled unless agreed otherwise by the Company in writing in advance of the return of the customer’s vehicle and the booking will be regarded as completed. No refunds, credits or changes will be possible as the Company cannot hold spaces available in view of the uncertainties involved and the fact that we have limitations on the capacity at which we can operate. No refund or credit will be possible if a customer later reduces their parking duration after they have departed. Customers are advised to have adequate travel insurance to cover such eventualities.

- VIP ECONOMY –No refund will be possible.

- VIP FLEXI Service – Refund less a £25 admin fee providing no less than 48 hours prior to date of departure. If less than 48 hours prior to date of Departure, no refund will be possible and we advise customers to claim from travel insurance.

- VIP GOLD Service – Refund if you need to cancel minus a £15 admin fee providing no less than 24 hours prior to departure meet time*. *If less than 24 hours a credit can be arranged minus a £20 admin fee

- VIP Heathrow/Gatwick Dual Airport Services – A 75% refund will be applied if the customer notifies VIP of the cancellation a minimum of 24 hours prior to their departure meet time. No refund will be possible if the customer notifies VIP within 24 hours of their departure meet time.

-VIP Gatwick Service – OFF-PEAK (see VIP ECONOMY Policy). PEAK / HIGH-SEASON (see VIP FLEXI Policy). 

If the Company itself needs to cancel bookings, affected Customers will be refunded in full.

(Y) All prices and promotions are subject to change without prior notice at the Company's discretion.

(Z) Extra Services arising due to changes in itinerary and Costs thereof.

In order to keep its charges as low as possible and yet maintain a high standard of service, VIP's service is appointment based and, accordingly, meet times different to those in the booking will incur extra services and charges for these. Customers should read the terms below carefully and follow the instructions in their booking confirmation to avoid these charges where possible.

(N.B. Where our operations team agrees that customers can met early, this should not be read as tacit admission that the charges will not be made in such circumstances as these are predicated purely upon the times booked and the actual times met. No changes to charges can be authorized by operations staff or any other person).

The customer authorises VIP to charge the credit/debit card used by them when booking for any extra charges which arise in accordance with these terms and conditions. 

Due to the frequency with which customers' itineraries change and the extra costs this involves, as well as to keep administration costs to a minimum, it is the Company's policy to set out in advance of the use of the service, the amounts of those extra costs that will apply if the service provided is different from that prepaid in the original booking. Where applicable, charges will be made in due course after a customer's date of travel. However during peak travel periods, charges may take up to 6 weeks to be processed.

The Following Extra Service Charges May Apply:

Certain charges apply to ECONOMY, FLEXI, GOLD (incl PLUS) & both Heathrow and Gatwick services bookings as shown. 

1. If you return after 23:00 a £20 charge will apply. If you return after midnight a £40 charge will apply plus £25 per hour thereafter. Meet times between 0000 and 0500 are by prior arrangement in writing only, except where the Company at its absolute discretion decides to provide such service and then only in accordance with the restrictions stated herein. Where no prior arrangement has been made, the Company will monitor flight times and endeavour to return a vehicle where the landing time is after 0000 hours but no later than 0130 hours.  Our operating hours are 05:00 until 23:00. 

2. (Increases to pre-booked parking duration) If after the day of departure, a customer extends their parking duration from the dates originally booked, extra days will be charged at £25 per day. (Decreases to pre-booked parking duration) No refund or credit will be possible if a customer later reduces their parking duration after they have departed and a £20 charge may apply upon return for customers who return early due to the method of parking involved and increased staff costs which become applicable in such a scenario. (All services)

3. Turning up or Failing to turn up without reasonable prior notification, will incur a charge of £20. In the event that a customer advises of a revised return flight time and fails to advise us if the flight is cancelled, the charge will increase to £30 (all services)

4.Changes to arrival/departure times advised on the day of travel, or within 12 hours of the time the customer wishes to be met will incur a minimum charge of £20** (Applicable to ECONOMY**, FLEXI**) and a maximum of £65* (in the case of the Heathrow/Gatwick service) dependant on the circumstances, to cover the Company for extra staff and ancillary costs. & Heathrow/Gatwick services*.

5. Heathrow & Gatwick / Gatwick & Heathrow duo airport service: We are based at Heathrow and we allow 2 hours for a driver to go to Gatwick and back if a customer provides the driver a lift. If customer has booked the 'No lift option', there is a 3 hour allocation for the VIP Driver in that price. If the round trip takes more than these allocated times due to circumstances outside our control, an extra charge of £20 per hour may apply. For customers flying out of Gatwick and returning to Heathrow, the customer may be asked to park their vehicle in the Gatwick short stay car-park at their own cost if the VIP driver is delayed en-route on date of departure due to circumstances outside our control.  Our opening times at Heathrow are 0500 to 2300 7 days a week but the earliest meet time for all services is 05:00. In relation to our VIP dual airport service e.g Heathrow & Gatwick which is a bespoke service- changes must be notified to the Company no less than 72 hours prior to the time of the Customer's scheduled return landing time (given that we are based at Heathrow). An extra charge of £50 will apply but this is subject to availability of staff for the revised return time. In the event we are unable to accommodate the change the Customer may be required to make their own arrangements back to Heathrow to collect the vehicle. The amount paid for the no lift charge will be refunded.

6. Terminal access fee/ short-stay car park fees on date of Departure and Return- From 01-01-23 such charges are directly payable by The Customer, unless 'PLUS' option selected when booking from 01-02-24. PLUS includes the short stay car park access fees within strict parameters only. An extra charge may arise if The Customer exceeds these standard parameters. 

7.Vehicles which fail to start : a charge may arise in the event of staff costs incurred in order to access the customers’ vehicle in our compounds, with their roadside assistance provider.

8. In relation to Heathrow/Gatwick services only, failure to provide our driver with a lift upon departure or return when the no lift extra has not been booked, will result in a charge of £60 (Heathrow/Gatwick Services only).

9.If a customer upon return is delayed in baggage reclaim or takes what we consider to be an inordinate length of time to exit the terminal, we reserve the right to park their car temporarily in the short stay car park at the customer’s expense. A separate charge of £20 towards staffing costs will be made, applicable to ECONOMY, FLEXI, GOLD & Heathrow/Gatwick services. If your flight is delayed for more than 3 hours a charge of £60 will apply– the customer should be able to claim this back from the airline through the standard compensation process* (exclusions apply). In the event that the customer is unable to make a claim for compensation (as the event is through no fault of the airline), this charge will be reduced to £40.00.

10. VIP GOLD Meet & Greet Heathrow- a reasonable amount of time is allocated for the VIP driver to wait for the customer upon return to Heathrow, however should the customer take an inordinate amount of time to exit the terminal, the VIP driver may park the Customer's vehicle in the short stay car park at the Customer's expense.

11. An admin charge of £5.00 will apply for customers who shorten or increase the length of their parking duration before their departure date but no less than 24 hours prior to travel (who are requesting a credit).

12. An extra charge of £10 is payable for Terminal 4 bookings.

The above list is not exhaustive and other charges may apply.

3. The Company's Liability

(a) Storage, Movement or Relocation of Customers' Vehicles

The Company will store your vehicle in the relevant secure, uncovered compound. Occasionally, the Company may move vehicles for security or other reasons to other secure compounds operated by the Company during the booked parking duration. Vehicles will be fully insured for road risks during this process up to a value of £40,000.

All members of staff are trained to the highest standards of best care and practice. However, whilst the Company takes every care when driving your vehicle to and from the airport terminal (or between compounds), and when parking it in the relevant secure compound, we have to provide for the possibility that despite those efforts the occasional incident of damage will nevertheless occur.

Our drivers are fully insured for damage whilst your vehicle is in transit between the airport terminal and the compounds and during the process of parking your vehicle. In the interests of transparency, we must make it clear that we do not take any responsibility, inter alia, for the following caused, or arising, during the process of transit, parking or storage (whether caused accidentally or by way of vandalism):

1. Theft of, or from, your vehicle, unless such theft is caused by the negligence of the Company, its agents or employees, and then only to the extent that the Company's negligence has caused or contributed to the relevant theft.

2. i) Broken or damaged windscreens or other glass in vehicles.
    ii) Small dents/scratches or the like especially to bumpers and number plates both front and back, of a type any vehicle would be exposed to in any car park scenario or in the process of driving the vehicle in accordance with our customers' instructions.

3. Punctures, deflated tyres or other tyre / wheel damage. 

4. Damage caused as a result of acts of nature or chance e.g. damage caused by flying debris from trees, other vehicles, birds or animals, etc.

5. Any other damage beyond our control (including parts of the vehicle that cannot be easily inspected upon collecting the vehicle on departure date such as the underside or roof etc.) 

6. The failure of any vehicle for any reason to start or run. In this respect, the Customer will be responsible for any costs incurred by the Company. Furthermore, the Company cannot take responsibility for any delays caused directly or indirectly as a result, and may take such action as it reasonably considers necessary to move the vehicle, if it is causing obstruction and/or access problems for other vehicles in a compound. Further charges may apply in such circumstances

(b) Security of Vehicles and Contents

The Company provides every Customer with a secure off airport compound (uncovered) in which their vehicle is parked and a secure safe where their car key will be stored. Some of the company's compounds are ParkMark approved (or equivalent) and others are compounds that have been vetted by the company itself as having adequate facilities for the security of customers vehicles.

The Company cannot accept responsibility for any damage or other loss, unless proven to be as result of the Company's negligence and/or wilful misconduct. The Company cannot take responsibility for any loss, by way of theft, of the vehicle or its contents. The Company can take no responsibility if a third party uses a Customer's security password fraudulently and takes possession of the Vehicle.

While the Company takes all reasonable steps to ensure that the compounds are secure, it does not guarantee that they are a secure environment. The Company provides every Customer with a secure compound in which their vehicle is parked and a secure safe where their car key will be stored. However, the Company cannot accept responsibility for any damage, unless proven to be as result of the Company's negligence and/or wilful misconduct. The Company cannot take responsibility for any loss, by way of theft or vandalism of the vehicle or its contents. The Company can take no responsibility if a third party uses a Customer's security password fraudulently and takes possession of the Vehicle.

(c) Claims procedure

The Company will deal efficiently, fairly and professionally with any claims. In the event of a claim the customer must follow all the necessary procedures and provide the company with all the necessary paperwork to enable the claim to be fully assessed. The company will take no responsibility where, for any reason, the paperwork required is either incomplete or not produced at all. However, it is a condition of our/your acceptance of the contract with us that, in the unlikely event of a claim, the Company and/or its insurers have the right to have any or all damage repaired by its own agents and for this purpose the Customer must make the vehicle available to the agents for inspection and repair, and allow the Company or its agents to remove the vehicle from the Customer's possession for this purpose.

In the event of a claim, please write to the managing director of the Company at the address shown above setting out full details of the claim.

For the peace of mind of our Customers, we wish to make it clear that any work carried out by the agents on behalf of ourselves or our insurers will be carried to insurance standards. Where the vehicle is rendered unroadworthy, or needs to be taken away from the customer for repair, the Company will not be responsible for the provision of a replacement vehicle unless the Vehicle needs to be away from the Customer for over 3 days. For each additional day the Company will provide a basic courtesy vehicle (E.g. Ford Focus type vehicle) subject to terms and conditions and the Customer will be responsible for its fully comprehensive insurance.

(d) Complaints Procedure

All complaints (which should be distinguished from claims dealt with in (c) above), will be taken very seriously indeed, as they provide us with important, independent feedback from our Customers about our standards of service, prices and general Customer care. For this reason, complaints should be addressed to the managing director of the Company at the address shown above or preferably by email to This email address is being protected from spambots. You need JavaScript enabled to view it.. Please set out full details of the complaint. Complaints should not be made to operations staff and aggressive/abusive behaviour will not be tolerated.

Although, of course, we hope that complaints are not necessary, if they do arise, we are committed to resolving them quickly, amicably and to the Customers' complete satisfaction. In the event a complaint is upheld, it is the company's policy not to make money refunds or partial money refunds and any offer made by the company can only be made in conjunction with a future use of our services or via a selection from our CLUB VIP scheme. In this respect the decision of the managing director is final.

(e) Helpful suggestions or advice

If Customers, whilst not wishing to make a formal claim or complaint, nevertheless observe areas where they feel we can improve our services, we would be grateful if they would advise the Company by writing to the managing director as in (d) above or telephoning during normal office hours. Any suggestions or advice which the Company finds practical and useful will be rewarded by way of discount against the Customer's next use of a VIP service. In this respect the decision of the managing director as to the amount and terms of any discount is final. 

4. The Customer's Liabilities / Responsibilities

The Customer is responsible, inter alia, for ensuring that:

(a) The company requires the customer to bring 2 keys for their vehicle, one which the customer should retain and one to give to the VIP PTA. VIP accepts no liability for any faulty keys, alarm fobs and house or other keys left on the key ring.

(b) The vehicle used by them is taxed, MOT'd and insured and is also in a roadworthy condition with an adequate amount of fuel. Where the Company considers there may be insufficient fuel, it reserves the right to put a gallon of fuel into the tank and charge this to the Customer's payment card. A charge of £5 plus the cost of the fuel will be made for this service. N.B. The Company reserves the right to refuse to drive any vehicle which in its absolute discretion it determines to be unroadworthy. Onus is on the customer to resolve such matters upon their return in the event of flat tyre/ battery.

The Company does not accept responsibility for nuances of non-standard vehicles especially if the customer has not provided The Company will all information required in advance if and when requested to avoid potential service disruption (e.g codes / instructions for Electric Vehicles. Non-standard vehicles also extends to vehicles which fall into the ULEZ charges category, where The Customer is responsible for checking if fee applies on dates of travel and pays the fees directly in accordance with the ULEZ guidelines).

(c) They will indemnify the Company against any fines incurred by the Company as a result of any inadequacies in the above.

(d) They are contactable en-route on the dates of their travel on the mobile contact numbers provided when booking. No responsibility will be accepted by the Company for delays or extra charges incurred as result of not being able to contact the Customer on the dates of their travel or where the customer fails to contact us due to not having their booking confirmation with them.

(e) They must follow the procedures for meeting VIP upon departure from, and upon returning to the airport, as detailed in the booking confirmation email. Customers must be prepared at all times to follow any instructions given by the controller, which may vary from those stated in the written booking confirmation. No responsibility will be accepted by the Company for delays or extra charges incurred as result of Customers not adhering to these procedures.

(f) They fully inspect their vehicle upon return in the presence of their P.T.A, as the company cannot take responsibility for any damage claims, made or alleged, once the vehicle has left its possession, whatever the circumstances. The vehicle should not be taken away until this process has been fully completed.

(g) Where the customer is unable for any reason whatsoever to inspect the vehicle fully before leaving the Terminal, it is his/her responsibility to call for a senior representative of the company so that an alternative can be agreed before the vehicle leaves our possession. The company will not take responsibility where damage is claimed at a later time and where this process has not been followed.

It is also the customer's responsibility in this regard to ensure that:

1) The customer’s docket handed to them upon departure (if applicable) is signed both on departure and return by both their P.T.A. as well as the customer to show the condition of the vehicle at both times, so that any damage to the vehicle at either time is clearly shown at each point.

2) In the event of a claim they send the fully completed document (if applicable) to the company along with their formal claim including photographs.

(h) They check that the travel, vehicle and contact details confirmed in the booking confirmation email paperwork is accurate and advise the Customer Care team in writing via email at This email address is being protected from spambots. You need JavaScript enabled to view it. or if your appointment is within the next 24 hours by sending a text to the main VIP Operations mobile number (07850 171366) regarding any inaccurate or missing information. It is the responsibility of the customer to advise us if they do not receive a reply to their text. The Customer is also responsible for ensuring that the payment made by them clears through their Bank or Credit Card Company. In the event that a payment fails for any reason, a charge of £25 + VAT will be incurred to cover the Company's initial costs of investigation / recovery. Additional charges may apply if further action is

(i) If a Customer's outbound or return travel dates change, the Customer must give the company (via the operations number) at least 12 hours notice to avoid a potential delay. If general travel details change such as travel times / terminal / vehicle, the Customer must follow strictly the instructions set out in the booking confirmation by texting or emailing as appropriate the Customer Care Team or the main V.I.P. mobile number, giving reasonable advance notice of any such changes and on the understanding that emails are accessed Mon-Fri (excluding Bank Holidays) during normal working hours whereas texts are accessed during normal opening hours (0500 - 2300). Responsibility lies with the Customer to confirm acknowledgement by the Company of any such changes. Charges may apply and result in delays on the day if the Customer does not adhere to this procedure. Certain changes will in any event incur extra charges in accordance with our Surcharge Policy. Certain changes can be made free of charge by visiting the Company's website and clicking on Reservations (See the website menu near the top of the Meet and Greet page) and Amend Existing Reservation. Any amendments made by the company will incur a charge of £2.40. 

5. Variations of Terms and Conditions

These terms and conditions can only be varied in writing by the Company's managing director on the Company's headed notepaper.

We must emphasise that Customers cannot rely on anything said by any member of staff or any other party whether employed by the company or not, to change or vary this contract in any way.

Any comments, opinions or ‘advice’ given by or elicited from members of staff at any time before, during or after the performance of the service is to be regarded as relating solely, to the physical, operational activities necessary to carry out the service, and cannot replace or vary in any way the terms agreed on the date of this booking.