Ltd

Definitions

1. The Company: Diamond Parking Ltd. Is registered in England and Wales, Company number 11029123. Registered Office: The Old Engine House, Dulcote, Wells, BA5 3NU. VAT Registration Number 309 3536 05.
2. The Customer: The person named in the documentation submitted by the Company confirming the booking.
3. The Booking: The information supplied by the Customer to the Company outlining the dates, Vehicle, flight details etc.
4. Bristol Airport CP: For the purposes of this document, this means the “Drop and Go” Car park, at Bristol Airport, Bristol, BS48 3DY. N.B. The Company will always endeavour to use the “Drop and Go” car park at Bristol Airport as this is the most convenient place for the Customer to use. From time-to-time this car park can become unavailable or jammed with traffic and in such circumstances the Company reserves the right to use an alternative on-site car park. More advice will be given by your Personal Assistant.
5. Main Compounds: The Company’s premises. The Company uses a number of different main compounds and each compound has different security measures. In most cases the security measures will exceed the standards as set out in the list below, but we guarantee that all our main compounds will have a minimum standard of:
   1. Hard standing/Tarmac (never grass)
   2. Minimum 6ft high fence all round with a locked/secure gate
   3. Floodlights and/or CCTV
   4. Located within a 10mile radius of Bristol Airport
6. Holding Compounds: Cars may be stored temporarily at holding compounds just after pick up from or just before return to the customer before transfer to our main secure compounds. Holding compounds are reasonably secure but not covered by our guaranteed minimum security standard. Please ask if you require more details.
7. The Personal Assistant: The representative of the Company responsible for looking after the Customer (and Vehicle) during their period of travel. This includes their arrival and departure from the airport and the transit of their Vehicle to and from the relevant Diamond Parking compound.
8. The Vehicle shall mean the Vehicle which is received into the compound and shall include a standard saloon car or smaller, 4x4, MPV and any other mechanical device on wheels or tracks, its equipment and accessories.
9. Company Email address: [email protected]
10. Company Contact number for enquiries/queries/bookings (office): 0800 024 8933
11. Company Contact number for Personal Assistant (for drop off and pick-up): 01275 617165

Basis of Contract

1. A contract only exists where the Customer is in possession of a written acknowledgement of the booking from the Company and where good payment has been made for such.
2. The following service is provided by the Company for each booking:
   1. Collection of the Vehicle from the Customer from Bristol Airport CP
   2. Ensuring the Vehicle is parked securely for a period of time
   3. Returning the Vehicle back to the Customer at Bristol Airport CP
   The labour cost to the Company to carry out a. and c. above, far outweighs the cost of b. If the Vehicle is returned early, then the Company have met their obligations for this booking regardless of the time period involved. The Company will not issue any refund for any unused time period. An example for clarification purposes: A Customer drops off a Vehicle to the Company and the Vehicle is taken from the Customer to be parked. The Customer later discovers that the outbound flight has been cancelled. If the Company returns the Vehicle back to the Customer the same day, then the Company have met all the obligations of that booking. If the Customer books a new flight and wishes to drop their car off the following day, a new booking will need to be made.
3. The Company has the right to make retrospective charges where applicable via the Customer payment card number provided at the time of the original booking. Please refer to the Company’s Surcharge Policy described in clause (14) below for full details.
4. 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.
5. 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.
6. The Company cannot accept liability for any consequential loss arising under any of the terms and conditions set out herein.
7. The Company's drivers / Personal Assistants are insured to drive Customer Vehicles which are worth up to the value of £50,000. 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 £50,000.
8. 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, wilful misconduct or default and only where the damage is reported to the Personal Assistant at the time the Vehicle is collected on the Customer's return to the airport. Because of variations in Customer arrival and departure times, the Company utilizes the airport car parks to temporarily accommodate Customers’ Vehicles. In such instances, 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.
9. 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 money or any other valuable items, are fully and properly insured under their own insurance policies. The Company cannot take responsibility for any loss in this regard. The Company will take all reasonable care of Customer Vehicles and their contents, but the Company cannot accept responsibility for theft either of the Vehicle or any of its contents unless the Customer provides proof that it was due to Company neglect or wilful misconduct.
10. Car Keys/Fobs. The Company urges Customers not to attach other keys or items of value to the car key that they hand over along with their Vehicle. The Company will only be responsible for the Car key/fob and will not be responsible for anything else attached to the keyring. Modern car keys generally have a fob (remote control) to lock/unlock/immobilise the Vehicle, it is the Customers responsibility to ensure that the Company are provided with a car key/fob which functions correctly. The best advice would be to supply the Company with your spare key and take your normal keys with you on your trip. Whilst every care will be taken with car keys, there is always the possibility that a car key is misplaced or damaged. If you have supplied us with your spare key, then you would still be able to drive your Vehicle home with your normal key (you would also have your house keys etc.) and the Company can order a replacement spare key afterwards. If the Company cannot move the Vehicle because of a car key/fob issue, please see section 2 (COMPANY LIABILITY), below.
11. The Company does not accept responsibility for delays incurred during any of our meet & greet valet parking services as a result of factors outside its control such as security alerts or severe airport traffic delays affecting the surrounding infrastructure. In such circumstances, the Company will endeavour to update the Customer. The Company cannot take any responsibility if we cannot contact the Customer on the mobile number provided.
12. The Company reserves the right to cancel any booking if it deems that the Vehicle is in an inappropriate condition for this service (e.g. bald tyres, accident damage etc.).
13. Cancellation Policy; if a Customer makes a booking and later cancels, a 15% administration charge will apply up to 7 days prior to departure. After that period, a 50% cancellation charge will apply. No refund will be possible for cancellations within 24hours of departure. Cancellations must be advised in writing to the Company Email address as above (8 - DEFINITIONS). If the Company needs to cancel bookings, affected Customers will be refunded in full.
14. Surcharge Policy. The Following Charges Will Apply:
    1. We rely on Customers to advise their Personal Assistant of their expected arrival time. We require the Customer to call when on route (approx. 20mins prior) to dropping their Vehicle off at Bristol Airport. The Personal Assistant is allocated 15mins waiting time, from the time the Customer informs us of their expected arrival time.
       1. If the Personal Assistant is waiting for more than 15mins for the Customer to arrive (and the Customer has not advised the Personal Assistant of any further delay), this will result in a £10 charge for every 15mins the Personal Assistant is kept waiting (i.e. £40 per hour).
       2. Failure to call beforehand and arriving unannounced will result in delays collecting the Vehicle and additional costs. The Customer will be asked to exit Bristol Airport CP and wait nearby. The Personal Assistant will then arrange with the Customer a new expected arrival time and the Customer will need to re-enter the car park for that specific time. if the Personal Assistants instructions are not adhered to, the Customer will be liable for any additional costs for any additional time spent in Bristol Airport CP.
    2. If a Customer extends their parking and fails to notify their Personal Assistant 12hrs in advance, extra days will be charged at £15 per day.
    3. If a Customer extends their parking and we receive notification 12hrs prior to the relevant date/time, extra days will be charged at £5 per day.
    4. Jump starting Vehicles which fail to start - £10.
    5. The above list is not exhaustive and other charges may apply. However, in such cases the Company will endeavour to obtain your approval in advance. Any such recharge (for example if a tyre deflates while you are away and needs repairing/replacing on your behalf) not mentioned above will not exceed £10 unless agreed in advance with the Customer.
15. The Customer authorizes Diamond Parking to charge the payment card used when booking for any of the above extra charges should they become applicable. Diamond Parking will advise Customers by email when extra charges apply.
16. Mileage – The Company has several compounds located within a 10mile radius of Bristol Airport. The worst-case scenario would mean the Vehicle would travel 23miles.
17. When the Company collects the Vehicle from the Customer, the Company will pay Bristol Airport CP the exit fee to the car park. When the Company returns the Vehicle to the Customer, it is the Customers responsibility to pay the car parking fee to exit Bristol Airport CP. The cost can be found on the Bristol Airport Official website, it is prominently displayed all around the car park and can also be found on the back of the receipt you will receive from your Personal Assistant, when you drop off your Vehicle.

The Company's Liability

1. Movement of Customers' Vehicles - The Company will store your Vehicle in one of our secure compounds. When moving your Vehicle to our compound, Vehicles will be fully insured during this process. 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 could 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:
   1. Any damage caused whilst in any of the on-site car parks at Bristol Airport (i.e. during drop-off or pick-up).
   2. Broken windscreens or other glass in Vehicles or the like of a type any Vehicle would be exposed to when driving on public roads.
   3. Punctures, deflated tyres or other tyre/wheel damage or the like of a type any Vehicle would be exposed to when driving on public roads. The Company will be liable up to a maximum total of £750 for damage to wheels/tyres if it is proven the Company is negligent.
   4. No Fuel. Section 2 below will apply.
   5. Problems releasing the Hand Brake. Section 2 below will apply.
   6. Mechanical Breakdown. Section 2 below will apply.
   7. The failure of any Vehicle to start or run. Should the Vehicle fail to start, the Company will endeavour to start the Vehicle using whatever appropriate means are available (e.g. jump leads). If the Vehicle still fails to start and the Company are unable to move the Vehicle, section 2 below will apply.
   8. Any other damage beyond our control.
2. If the Company cannot move the Customers Vehicle, then the following procedure will apply:
   1. If the fault is with the Customers Vehicle, the Company will collect the Customer from Bristol Airport CP and take them to their Vehicle. it will be the Customers responsibility to move the Vehicle in a timely manner. 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.
   2. If the Company is responsible for the failure/damage, it is the Companies responsibility to:
      1. Ensure the Customer can get home or provide adequate accommodation
      2. Supply the Customer with a replacement temporary Vehicle. The following procedure will apply:
         1. The Company will endeavour to supply the Customer with a temporary Vehicle. This will be either a basic hire car, or a Company pool car. If a claim is to be made against the Company’s insurers, they will provide a basic courtesy Vehicle (E.g. Ford Focus type Vehicle) subject to their terms and conditions and the Customer will be responsible for its fully comprehensive insurance.
         2. If it is not possible to arrange a temporary Vehicle (eg due to the time of day / late flight), then it is the Company’s responsibility to find temporary accommodation in the local area, until such time as a temporary Vehicle becomes available.
3. Security of Vehicles and Contents - 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, of the Vehicle or its contents that have not been properly accounted for, unless proven to be as result of the Company's negligence and/or wilful misconduct. The Company can take no responsibility if a third party uses a Customer’s security password fraudulently and takes possession of the Vehicle, unless proven to be as result of the Company's negligence and/or wilful misconduct.
4. Claims procedure for damages - The Company will deal efficiently, fairly and professionally with any claims. However, it is a condition of 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. It is important the Vehicle is inspected by the Customer when the Vehicle is returned. In the first instance, any claims for damages must be made to the Personal Assistant when the Vehicle is collected. Any claim made after the Customer has driven the Vehicle on the public road, will be dismissed. If the damage to the Vehicle renders it unroadworthy and the Vehicle cannot be moved, section 2 above will apply.
5. In the event of a claim for damages, this needs to be made in writing to the Diamond Parking Email address (Section 7, DEFINITIONS), setting out full details of the claim along with photographs of the alleged damage. For the peace of mind of our Customers, we wish to make it clear that any agents used by ourselves or our insurers for this purpose will be fully qualified to insurance standards of work.
6. Complaints Procedure for any other issues - All complaints (which should be distinguished from claims dealt with in (4) 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. Complaints need to be emailed to the Diamond Parking Email address (Section 8, DEFINITIONS). Please set out full details of the complaint. 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 we may in addition, as a gesture of goodwill, offer a discount for future use of our services where we feel it is appropriate. This does not affect your statutory rights.
7. Helpful suggestions or advice – Whilst not wishing to make a formal claim or complaint, nevertheless you may observe areas where you feel we can improve our services. We are always grateful for Customer feedback. Shortly after your trip, you will receive an email asking you to review our services and these reviews are displayed on our website. Feel free to forward any other comments to the Diamond Parking Email address, call us on any of our contact numbers, or simply speak to one of our helpful Personal Assistants. 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 the Diamond Parking services.

The Customer's Liabilities

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

1. The Vehicle is road legal (ie. 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 small amount of fuel into the tank and charge this to the Customer’s payment card. The Company reserves the right to refuse to drive any Vehicle which in its absolute discretion it determines to be unroadworthy, unsafe or in an inadequate condition (eg Likely to break-down).
2. The Vehicle must be mechanically sound – It is the Customers responsibility to ensure the Vehicle is in good working/serviced condition, with adequate oil and fluids and no inherent faults. The Company will not take any responsibly for any mechanical failures (eg blown head-gasket, seized engine).
3. The Vehicle can be legally driven on a normal driving licence (eg HGV Vehicles/PSV Vehicle cannot be accepted).
4. The Vehicle size does not exceed, 5.6m length, 2.2m width and 2.5m Height (ie. a standard Ford Transit van). The Company can accept larger Vehicles, such as LWB or Hi-top vans/minibuses, but we only have limited space for this type of Vehicle. Any bookings for larger Vehicles must be made by prior arrangement and extra charges may apply. Please call the enquiries number above (9 - DEFINITIONS) for further help/advice. If the Customer arrives in a larger Vehicle than defined above and prior arrangements have not been made, then the Company reserves the right to refuse to take the Vehicle.
5. If the Customers Vehicle is a taxi or private hire Vehicle then all taxi badges/insignia etc. must be removed beforehand. The Company cannot accept Vehicles clearly marked as a taxi.
6. They will indemnify the Company against any costs incurred by the Company as a result of any inadequacies in any of the above. Eg. if one of our drivers were to get stopped by the police and the Customers Vehicle has an illegal tyre, the Customer will be responsible to pay the fine and would also be liable to pay compensation to the driver should any penalty points be placed on their driving licence.
7. 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.
8. They must follow the procedures for meeting Diamond Parking upon departure and upon returning to the Airport, as detailed in the booking confirmation email and instructions from the personal travel assistant. No responsibility will be accepted by the Company for delays or extra charges incurred as result of Customers not adhering to these procedures/instructions. Please see section 14 above (surcharge policy - BASIS OF CONTRACT).
9. They check that the travel, Vehicle and contact details confirmed in the booking confirmation email paperwork is accurate and advise the Company of any errors on the Company Email address (within 24hrs) or their Personal Assistant (if less than 24hrs before departure).
10. If general travel details change such as travel times / terminal / Vehicle, the Customer must inform the Company via the Company email, giving reasonable advance notice of any such changes. Responsibility lies with the Customer to confirm acknowledgement & receipt 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 incur extra charges as per section 14 above (surcharge policy - BASIS OF CONTRACT).
11. Returning early – In the event that the Customer needs to return early (e.g. Family emergency), it is imperative that the Customer gives as much notice as possible. We require a call to the Personal Assistant AND an email to Company Email. The Company has a small holding compound, very close to the airport, which allows us to be able to return your Vehicle to you very quickly when you return. For the bulk of your stay, your Vehicle will be stored in our secure compound, which could be up to 10miles away. Cars are parked in date order in these compounds. If you return early and have not advised us, then we would need to get your Vehicle back from the secure compound. Your car will be out of sequence with the rest of the other Vehicles and is likely to be blocked in. If the Company have not been informed of your early return, then there could be a substantial delay in collecting your Vehicle (possibly 2hrs+).
12. Returning Late – In the event the Customer needs to extend parking (e.g. Missed flight, cancelled flight etc.), it is important that the Company are given as much notice as possible. We require a call to the Personal Assistant AND an email to the Company Email. Failure to inform us, could result in significant charges. Please see section 14 above (surcharge policy - BASIS OF CONTRACT).

Variations of Terms and Conditions

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