Refund & Dispute Policy
This page explains your rights and our obligations in relation to refunds, cancellations, and disputes for bookings made through Heathrow Terminal Park GB. It should be read alongside our full Terms & Conditions. If you have a question about a specific booking, please contact us directly.
1 Refund Policy
1.1 Refunds will only be issued to the original payment method used at the time of booking. We are unable to process refunds to a different card, bank account, or third party under any circumstances.
1.2 Where a refund is due, it will be processed within 2–4 working days of the cancellation being confirmed. Please allow additional time for your bank or payment provider to credit the funds — this is typically 3–5 working days after we process the refund.
1.3 If Heathrow Terminal Park GB cancels your booking for any reason within our control, you will receive a full refund of all sums paid, including any fees that would otherwise be non-refundable under our Cancellation Policy. We will notify you as soon as reasonably practicable.
1.4 No refund will be issued for unused days, early returns, or partial stays unless your booking type expressly permits this.
1.5 Refunds are not available for additional charges paid on-site to a service provider or third party (e.g. airport drop-off fees, ULEZ charges). These are separate transactions outside Heathrow Terminal Park GB's control.
1.6 Nothing in this policy affects your statutory rights under applicable UK consumer protection legislation.
2 Non-Refundable Items
The following charges are non-refundable in all circumstances:
- Booking Fee
- SMS Confirmation Charge
- Booking Cover / Booking Protection Charge
- Bundle Charges
- Any on-site charges collected by the car park or service provider
- Airport drop-off fees and ULEZ charges
No-Show Policy: If you fail to arrive on your booked date, or your booking date has already passed, no refund will be issued. This applies regardless of the reason for non-arrival.
3 Cancellation Refund Tiers
The refund you are entitled to depends on your booking type and how much notice you give before your drop-off date. All cancellations must be made via the Manage Booking portal.
Flexible Bookings
| Notice Given | Deductions | Refund |
|---|---|---|
| More than 72 hours | Booking Fee + SMS charges + £20.00 admin fee + £5.00 | Remainder refunded |
| 72 to 48 hours | Booking Fee + SMS charges + £20.00 admin fee + £10.00 | Remainder refunded |
| 48 to 24 hours | Booking Fee + SMS charges + £20.00 admin fee + £20.00 | Remainder refunded |
| Less than 24 hours | Full amount | No refund |
Protected Bookings
| Notice Given | Deductions | Refund |
|---|---|---|
| More than 24 hours | Booking Fee + SMS charges + £4.99 | Remainder refunded |
| Less than 24 hours | Full amount | No refund |
Booking Protection does not apply to same-day bookings, bookings made for the following day, or certain products where stated.
4 How to Request a Refund
5 Vehicle Damage Claims
5.1 Our insurance policy does not cover scratches, minor dents, paint chips, wheel scuffs, or any other cosmetic or superficial damage to vehicles. By booking, you accept your vehicle subject to these exclusions.
5.2 All damage must be reported to a member of staff before your vehicle leaves the site. Claims submitted after departure cannot be considered.
5.3 In the event of a damage claim, it is a mandatory requirement that Heathrow Terminal Park GB or our approved mechanic inspects and assesses the damage before any repair work is commissioned. Repairs carried out without our prior written consent will not be accepted as part of any claim.
5.4 We strongly advise all customers to photograph their vehicle — all panels, wheels, and the interior — immediately before drop-off on the day parking commences. Only photographs with a verifiable device timestamp from the day of drop-off will be accepted as evidence of pre-existing condition.
Cosmetic Damage: Scratches, scuffs, chips, and minor dents are excluded from our insurance. Any such claims must be pursued independently through your own motor insurance policy.
6 Disputes & Complaints
6.1 If you have a complaint, please contact us in the first instance via our Customer Support channel. All complaints must include your booking reference, a description of the issue, and all supporting evidence (photographs, receipts, documents).
6.2 Complaints regarding parking services (vehicle damage, delays, service quality) must also be raised directly with the service provider. Contact details are provided in your booking confirmation email.
6.3 All complaints must be lodged within 24 hours of your return to the UK. Complaints received after this time will not be considered.
6.4 You should expect a reply within 10 working days of submitting your complaint. We will inform you of any delay and the reason for it.
6.5 If your complaint relates to vehicle damage, no repair work should be undertaken before our mechanic has had the opportunity to carry out an independent assessment. See Section 5 above.
7 Chargebacks
7.1 We ask that you contact us directly before initiating a chargeback with your bank or payment provider. Most issues can be resolved quickly through our Customer Support team.
7.2 If a chargeback is raised without first attempting resolution through our internal complaints process, Heathrow Terminal Park GB reserves the right to provide your bank with full booking records, communications, and evidence demonstrating that the service was delivered as booked.
7.3 Fraudulent or unjustified chargeback claims may be referred to the relevant authorities.
8 Alternative Dispute Resolution (ADR)
8.1 If we are unable to resolve your complaint through our internal process, you may refer the dispute to an Alternative Dispute Resolution (ADR) scheme. We are required to inform you of this right under the Alternative Dispute Resolution for Consumer Disputes (Competent Authorities and Information) Regulations 2015.
8.2 The UK Government provides an Online Dispute Resolution (ODR) platform. Our contact email for ODR purposes is [email protected].
8.3 We are not obliged to participate in ADR proceedings but will consider any request in good faith. Nothing in this section prevents you from bringing proceedings before a court of competent jurisdiction.
8.4 These Terms are governed by the law of England and Wales. You may bring proceedings in the courts of England and Wales, or if you are resident in Scotland or Northern Ireland, in the courts of your country of residence.
9 Contact Us
For any refund or dispute enquiry, please contact us with your booking reference: