Terms & Conditions

1.1 Bookings may be made online, by telephone, or via email. Online bookings should be made no less than 24 hours prior to the scheduled departure time. Bookings within 24 hours are subject to availability and must be confirmed by telephone.

1.2 While Kangaroo Parking will use all reasonable endeavours to meet agreed collection and delivery times, all times are estimates only. We shall not be liable for any delay arising from circumstances beyond our reasonable control, including but not limited to traffic congestion, road incidents, adverse weather conditions, airport restrictions, flight delays, or security alerts. During peak periods, return times may extend up to two (2) hours.

1.3 Kangaroo Parking reserves the right, at its sole discretion, to refuse or decline any booking where:

• payment is declined or not authorised; or

• operational, safety, or logistical constraints prevent fulfilment.

1.4 We reserve the right to cancel any booking at any time where performance becomes impracticable due to circumstances beyond our reasonable control. In such cases, a full refund will be issued where applicable.

1.5 Where government regulations, public health measures, or other legal restrictions apply, services may be modified, relocated, or suspended. Customers may be required to deliver and/or collect their vehicle from a designated facility.

2.1 Full payment must be received and cleared prior to the commencement of services.

2.2 Any extension beyond the agreed booking period shall be charged at £25 per day (or part thereof). All outstanding balances must be settled prior to vehicle release. Kangaroo Parking reserves the right to retain possession of the vehicle until full payment is received.

2.3 Vehicles left uncollected and unpaid for a continuous period exceeding six (6) months may, after reasonable notice, be disposed of or sold in accordance with applicable law to recover outstanding charges and associated costs.

2.4 A surcharge of £50 shall apply for vehicle returns requested between 00:00 and 05:00 hours.

2.5 Heathrow Airport drop-off charges, parking charges, and any applicable access fees are the sole responsibility of the customer. Kangaroo Parking accepts no liability for penalties arising from non-payment.

2.6 Delays exceeding four (4) hours in collection or return attributable to the customer may incur an additional charge of £25.

3.1 Cancellations made more than seventy-two (72) hours prior to the scheduled booking will be eligible for a refund less a £50 administration fee.

3.2 No refunds shall be issued for:

• cancellations made within seventy-two (72) hours of the booking; or

• unused or partially used services.

3.3 Early returns shall not entitle the customer to any refund. A handling fee of £50 may apply.

3.4 Amendments requested within seventy-two (72) hours of the booking, or during the booking period, will incur a fee of £25 per amendment. Amendments must be confirmed via telephone or authorised messaging channels and shall only be valid upon confirmation and payment.

4.1 Kangaroo Parking maintains motor trade insurance covering its legal liability arising from proven negligence.

4.2 Vehicles and their contents are parked at the owner’s risk. Insurance cover applies only while the vehicle is in the care, custody, and control of Kangaroo Parking staff during active movement.

4.3 Customers are strongly advised to:

• inspect their vehicle prior to handover;

• take clear photographic evidence (minimum recommended: 20 images);

• declare any existing damage.

4.4 Any alleged damage must be reported to the driver immediately upon return of the vehicle and before leaving the handover location. If damage is not reported at that time, we will not accept responsibility.

4.5 Kangaroo Parking shall not be liable for:

• mechanical or electrical faults not caused by our negligence;

• pre-existing damage or deterioration;

• minor scratches, dents, or wear consistent with normal use;

• damage to windscreens, tyres, or alloys unless directly caused by proven negligence;

• loss or damage to personal items left within the vehicle.

4.6 Liability shall only arise where it is established, on the balance of probabilities, that damage was caused by negligence of Kangaroo Parking or its employees.

4.7 Vehicles must be roadworthy, taxed, insured, and compliant with the Road Traffic Act 1988. Any penalties, fines, or liabilities arising from non-compliance remain the responsibility of the customer.

4.8 Only the main ignition key should be provided. Kangaroo Parking accepts no responsibility for additional keys, keychains, or attached valuables.

4.9 Additional charges may apply where:

• the vehicle requires jump-starting;

• tyres require inflation or repair;

• the vehicle cannot be started or moved.

4.10 Vehicles may be stored at secure locations, including off-site compounds within a reasonable distance (up to approximately 15 miles). CCTV coverage may vary by location.

4.11 Vehicles may be driven and relocated between facilities for operational purposes.

4.12 Any authorised repairs must be carried out through our approved garage located near Heathrow Airport. The customer is responsible for arranging and covering the drop-off and collection of their vehicle to and from the repair facility. No alternative repairer may be used without our prior written approval.

Kangaroo Parking will not provide a courtesy car during the repair process or total loss situation.

If you wish to pursue a claim through our insurance, we will provide the relevant insurance claim details. You will then need to contact the insurance company directly to discuss your claim and any further assistance.

4.13 Any authorised repair must be carried out through Kangaroo Parking’s approved providers unless otherwise agreed in writing.

4.14 A claims excess of up to £750 shall apply to all accepted claims.

4.15 Optional vehicle condition inspections are available upon request and subject to a £20 fee.

4.16 Return Slip / Proof of Collection (Strict Requirement): The return slip/receipt issued at the time of vehicle handover constitutes the sole and mandatory proof of entitlement to reclaim the vehicle. The Company shall be under no obligation to release any vehicle without presentation of the original return slip.

The Company accepts no liability whatsoever for any delay, refusal of release, loss, or inconvenience arising from the customer’s failure to retain and present the return slip. Any alternative verification of ownership or booking shall be entirely at the Company’s sole discretion and may be refused without explanation.

4.17 Incorrect Handover to Third Parties: Where a customer, whether by error, negligence, or otherwise, hands over their vehicle to any third-party company, driver, or service provider other than the Company, the Company shall bear no responsibility or liability under any circumstances.

For the avoidance of doubt, this includes situations where:

• the customer has an existing booking with the Company; and/or

• the third party operates within the same airport or vicinity.

In such cases, the Company shall not be liable for any loss, damage, delay, costs, or claims of any nature whatsoever. The customer acknowledges that it is their sole responsibility to ensure that the vehicle is handed over exclusively to an authorised representative of the Company.

5.1 All claims must be submitted in writing and supported by:

• pre- and post-service photographic evidence;

• written acknowledgement from our driver (if applicable);

• a completed claim form.

5.2 Kangaroo Parking shall not be liable for:

• cosmetic or superficial damage consistent with wear and tear;

• interior cleanliness issues;

• undisclosed pre-existing damage;

• stone chips, scratches, or paint defects revealed after cleaning.

5.3 Subject to clause 5.5, Kangaroo Parking’s total liability in respect of any single claim shall not exceed £15,000.

5.4 Claims below £750 shall not be considered.

5.5 Nothing in these Terms shall limit or exclude liability for:

• death or personal injury caused by negligence;

• fraud or fraudulent misrepresentation;

• any liability which cannot be excluded under applicable law.

5.6 Kangaroo Parking shall not be liable for any indirect or consequential losses, including but not limited to loss of earnings, missed flights, or business interruption.

6.1 We aim to return vehicles within thirty (30) minutes of customer request; however, this is not guaranteed and may extend up to two (2) hours during peak periods.

6.2 Kangaroo Parking may subcontract or utilise partner companies to fulfill services where necessary. In such cases, Kangaroo Parking remains responsible for service delivery.

7.1 Vehicles may be driven within Ultra Low Emission Zones (ULEZ) and airport zones where necessary.

7.2 Customers are responsible for ensuring that appropriate Auto Pay arrangements are in place. Kangaroo Parking accepts no liability for ULEZ or congestion-related charges.

8.1 All complaints must be submitted in writing via email within a reasonable time.

8.2 We aim to respond within fourteen (14) working days.

8.3 No liability shall be admitted until a full investigation has been completed.

9.1 Kangaroo Parking reserves the right to amend these Terms & Conditions at any time. The version in force at the time of booking shall apply.

10.1 Kangaroo Parking provides a discounted valet parking service. While reasonable care and skill will be exercised, customers acknowledge that operational delays and risks inherent to vehicle movement and storage may arise.