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Terms & Conditions

1. Introduction and Acceptance

1.1. These Terms and Conditions (“Terms”) govern all services provided by Onpark Limited (“we”, “us”, “our”), including but not limited to Meet and Greet parking, Event Parking, and Electric Vehicle (EV) Charging Services.

1.2. By making a booking with us, you (“Customer”, “you”, “your”) agree to be bound by these Terms in their entirety. If you do not agree with any part of these Terms, you must not use our services.

1.3. We reserve the right to amend these Terms at any time. The current version will always be available on our website.

2. Definitions

2.1. “Booking” means a reservation made by you for our services.
2.2. “Service” means any parking, valet, charging, or related service we provide.
2.3. “Vehicle” means the car, motorcycle, or other vehicle you leave in our care.
2.4. “EV” means Electric Vehicle.
2.5. “Event Parking” means parking services provided in connection with a specific event at a designated location.
2.6. “Compound” means our secure parking facilities.

3. Booking and Contract Formation

3.1. A booking is only confirmed once you receive a confirmation email from us. At this point, a legally binding contract is formed between you and Onpark Limited.

3.2. You are responsible for ensuring all booking details are accurate, including vehicle registration, dates, times, and any special requests (e.g., EV charging).

3.3. We reserve the right to refuse any booking at our discretion.

4. Your Responsibilities

4.1. General Vehicle Requirements

You must ensure your vehicle is:

  • Roadworthy and in a safe mechanical condition

  • Legally taxed and insured

  • Fitted with a valid MOT certificate (if required)

  • Free of any dangerous or illegal contents

4.2. At Drop-Off

You must:

  • Remove all valuables, personal belongings, luggage, and important documents

  • Provide your booking confirmation

  • Hand over only the vehicle key (remove all other keys, fobs, and alarm remotes)

  • Inform us of any non-standard security features, key cards, or immobilisers

  • For EVs: Disclose your vehicle is electric and provide any necessary charging instructions, access cards, or app credentials if charging is requested

4.3. At Collection

You must:

  • Present your collection receipt and valid photo ID

  • Pay all outstanding charges

  • Inspect your vehicle thoroughly before leaving our premises

  • Report any damage or concerns immediately to our representative

4.4. Event-Specific Requirements

  • Arrive within your designated time window

  • Follow all instructions from event parking staff

  • Note that overnight parking may not be available at event locations

5. Our Services

5.1. Service Delivery

  • We will provide the services with reasonable skill and care

  • We are not responsible for delays caused by circumstances beyond our reasonable control (force majeure), including but not limited to:

    • Severe weather conditions

    • Traffic congestion

    • Flight delays or cancellations

    • Security alerts

    • Charging equipment failure

    • Power supply issues

    • Event-related congestion or restrictions

5.2. Vehicle Movement

We reserve the right to move your vehicle between our secure compounds, which may be located up to 15 miles from the collection/drop-off point.

5.3. Security

  • Our main compounds have security measures in place

  • Secondary or event parking locations may have different security levels

  • We cannot guarantee absolute security for any vehicle

6. Electric Vehicle Services

6.1. Charging Availability

  • EV charging is offered as an optional add-on service

  • Availability is subject to working charging equipment and adequate power supply

  • You must pre-book charging at the time of reservation

  • We cannot guarantee charging if not pre-arranged

6.2. Your EV Responsibilities

  • You must ensure your vehicle is compatible with our charging equipment

  • The charging port must be accessible and undamaged

  • You must provide any necessary access credentials

  • You acknowledge charging may affect your vehicle’s battery warranty

6.3. Charging Limitations

We aim to charge your vehicle to the agreed level but cannot guarantee:

  • Specific battery percentage or range

  • Charging speed or completion time

  • Availability of rapid charging

  • Charging during extreme weather conditions

6.4. Monitoring

We may remotely monitor charging status for safety and service management purposes.

7. Event Parking Services

7.1. Event-Specific Terms

  • Bookings are valid only for the specified event date and time

  • Special event rates apply as advertised

  • Parking locations may be different from our main compounds

  • Ground conditions at event sites may vary

7.2. Shuttle Services

Where offered:

  • Shuttle services are subject to availability

  • We are not liable for delays or cancellations

  • Service may be affected by traffic or weather

7.3. Event Cancellations

If an event is cancelled:

  • Refunds will be issued minus a £5 administration fee

  • We are not responsible for any other costs you incur

8. Payment Terms

8.1. Payment Requirements

  • Full payment may be required before service commencement

  • We accept payment by credit/debit card or other approved methods

8.2. Additional Charges

  • Extended Stays: £20 per day or part-day

  • After-Midnight Returns: Additional £20 charge

  • Booking Changes: Variable charges apply

  • EV Charging: Current rates as displayed at time of booking

  • Oversized Vehicles: Additional charges may apply

8.3. Outstanding Balances

We may retain your vehicle until all charges are paid in full, including any:

  • Parking fees

  • EV charging costs

  • Additional service charges

  • Damage repair costs (where applicable)

9. Cancellations and Amendments

9.1. Direct Bookings

  • Within 14 days of booking: Full refund if service hasn’t started

  • More than 24 hours before service: Refund minus £10 administration fee (or £25 for premium services)

  • Less than 24 hours before service: No refund

  • After service starts: No refund for unused days

9.2. Agent Bookings

Cancellation policies for bookings made through agents are determined by the agent.

9.3. Event Parking

Typically non-refundable unless the event is cancelled.

9.4. Amendments

  • Within 24 hours of departure: £20 per change

  • Vehicle substitution: £10 administration fee

  • Time changes may incur additional charges

10. Liabilities and Exclusions

10.1. Our Liability

Our maximum liability for any loss or damage to your vehicle is limited to £1,000.

10.2. What We Do Not Cover

We are not liable for:

  1. Personal property left in the vehicle

  2. Mechanical or electrical failures

  3. Theft, fire, flood, or acts of nature

  4. Minor damage (scratches, dents, chips) not reported at collection

  5. Damage visible only after washing or rain

  6. Consequential losses (missed flights, car hire costs, lost earnings)

  7. EV battery health or performance issues

  8. Charging equipment damage caused by your vehicle

  9. Event parking ground conditions or limited security

  10. ULEZ, congestion, or other regulatory charges

10.3. Insurance

You must maintain adequate insurance for your vehicle. Our services do not replace your insurance coverage.

11. ULEZ and Regulatory Compliance

11.1. Your Responsibilities

  • Ensure your vehicle complies with all emission zones

  • Set up Auto Pay for ULEZ charges where required

  • Pay all applicable regulatory charges

  • Maintain valid tax and MOT

11.2. Our Position

We are not liable for any fines, penalties, or charges you incur due to:

  • Non-compliant vehicles

  • Failure to pay ULEZ charges

  • Expired tax or MOT

  • Other regulatory requirements

12. Vehicle Restrictions

12.1. Prohibited Vehicles

We cannot accept without prior arrangement:

  • Commercial vehicles

  • Vans (SWB/LWB)

  • Camper vans

  • Pickup trucks

  • Vehicles over 2.2m high

  • Unsafe or illegal vehicles

12.2. Additional Requirements

  • EVs with damaged charging ports may be refused

  • Vehicles leaking fluids will not be accepted

  • We reserve the right to refuse any vehicle at our discretion

13. Damage Claims Procedure

13.1. Pre-Service Documentation

We may photograph your vehicle at drop-off for our records.

13.2. Making a Claim

  1. Report damage immediately at collection

  2. Pay £20 non-refundable claim fee (refunded if claim successful)

  3. Provide photographic evidence

  4. Allow us to inspect the damage

  5. Do not repair without our authorization

13.3. Assessment Process

We may require independent expert assessment at your initial cost (refunded if claim validated).

13.4. Repairs

If we accept liability, repairs must be done by our approved providers.

13.5. Exceptions

These limitations do not apply to claims involving:

  • Intentional misconduct

  • Gross negligence by our staff

  • Criminal acts

14. General Provisions

14.1. Governing Law

These Terms are governed by English law. Any disputes will be subject to the exclusive jurisdiction of the English courts.

14.2. Severability

If any part of these Terms is found to be unenforceable, the remainder will continue in full force.

14.3. Entire Agreement

These Terms constitute the entire agreement between us and supersede all previous agreements.

14.4. Third Party Rights

Nothing in these Terms confers rights on any third party.

14.5. Force Majeure

We are not liable for failure to perform due to circumstances beyond our reasonable control.

15. Customer Relations and Complaints

15.1. Complaint Procedure

If you have a concern:

  1. Submit it in writing to our office

  2. Include your booking reference and details

  3. Allow 10 working days for investigation

  4. We will respond in writing with our findings

15.2. Investigation Process

  • No liability is accepted until investigation is complete

  • We may require additional information or evidence

  • You must cooperate fully with our investigation

15.3. Dispute Resolution

We aim to resolve all complaints amicably. If we cannot reach agreement, you may seek independent legal advice.

16. Contact Information

Onpark Limited
257 Oakleigh Road North N20 0DG
Company Registration Number: 16817215

Customer Service:
Email: [email protected]
Phone: 07444277110
Hours: Mon -Fri 9.00am to 5.00pm

Emergency Contact (During Service):
Phone: 07444277110

17. Important Notices

17.1. Your Attention is Drawn To:

  • Our £1,000 liability limit (clause 10.1)

  • The requirement to remove all valuables (clause 4.2)

  • The need to report damage immediately (clause 4.3)

  • Non-refundable nature of late cancellations (clause 9.1)

  • Your responsibility for regulatory charges (clause 11.1)

17.2. Additional Information

  • Full details of our services are available on our website

  • Current pricing is displayed at time of booking

  • Special terms may apply to promotional offers

  • Premium services have additional terms available on request

18. Onpark Rewards Program Terms and Conditions

 

18.1. Program Overview

18.1.1. The Onpark Rewards Program (“Program”) is a loyalty program offered by Onpark Limited (“we”, “us”, “our”) to reward our customers for their direct bookings.

18.1.2. By participating in the Program, you (“Member”, “you”, “your”) agree to be bound by these Terms and Conditions. If you do not agree with any part of these Terms, you must not participate in the Program.

18.2. Eligibility

18.2.1. The Program is open to individuals who make direct bookings with Onpark Limited.

18.2.2. Employees of Onpark Limited, its affiliates, subsidiaries, and their immediate family members are not eligible to participate in the Program.

18.2.3. We reserve the right to refuse participation to any individual at our sole discretion.

18.3. Earning Points

18.3.1. Point Earning Criteria

  • Earning Rate: Members earn 1 Point for every £1 spent on eligible services

  • Eligible Bookings: Points are only awarded for direct bookings made through our official website Onpark.co.uk

  • Ineligible Bookings: No Points are awarded for:

    • Bookings made through third-party agents, aggregators, or partner websites

    • Bookings made via telephone or email without using Onpark.co.uk

    • Bookings made through any platform other than Onpark.co.uk

  • Guest Checkout: Points are NOT awarded for bookings made without creating or logging into a User Account (guest checkout)

18.3.2. Eligible Spending

Points are earned only on the original booking amount at the time of initial payment for:

  • Base parking fees

  • Electric Vehicle (EV) charging services included in original booking

  • Service charges included in original booking

  • Booking fees

18.3.3. Non-Eligible Spending

Points are NOT earned on:

  • Any additional payments made after the original booking, including but not limited to:

    • Late arrival/extended stay charges

    • Additional EV charging during the stay

    • Extra service fees incurred during the parking period

    • Amendment fees for booking changes

    • Additional vehicle services requested after drop-off

  • Taxes and government surcharges

  • Fines or penalty charges

  • Insurance fees

  • Third-party services

  • Promotional or discounted amounts where explicitly stated

18.3.4. Point Posting

  • Points are typically credited to your account within 24-48 hours after the original booking is completed and paid for

  • Points will only be posted to the User Account used to make the booking

  • It is your responsibility to ensure you are logged into your User Account when making bookings

  • Points are awarded once per booking based on the original transaction amount only

18.4. User Account Requirement

18.4.1. Account Creation

  • To earn Points, you must create and use a User Account on Onpark.co.uk

  • Only one User Account per individual is permitted

  • You must provide accurate and complete information when creating your account

18.4.2. Login Requirement

  • You must be logged into your User Account during the entire booking process to earn Points

  • Bookings made while logged out (guest checkout) will not earn Points

  • Points cannot be retroactively applied to guest checkout bookings

18.5. Point Valuation and Redemption

18.5.1. Point Value

  • Each Point has a redemption value of £0.15 towards future Onpark services

  • No Cash Value: Points have no cash value and cannot be exchanged for cash, refunded, or transferred for monetary compensation under any circumstances

18.5.2. Non-Transferable Points

  • Account-Specific: Points are strictly non-transferable and can only be used by the account holder who earned them

  • No Sharing: Points cannot be shared, gifted, sold, or transferred to any other User Account, individual, or third party

  • Single User: Each Points balance is linked exclusively to its original User Account and cannot be combined with other accounts

18.5.3. Redemption Process

  • Login Required: You must be logged into your User Account to redeem Points

  • During Checkout: Available Points will be automatically displayed during the checkout process on Onpark.co.uk

  • Redemption Steps:

    1. Log into your User Account on Onpark.co.uk

    2. Proceed with booking as usual

    3. At checkout, your available Points balance will be displayed

    4. Select the number of Points you wish to redeem

    5. The discount will be applied to your total

18.5.4. Redemption Limits

  • Minimum Redemption: 1 Points (£0.15 value) per transaction

  • Maximum Redemption: The Maximum value of the checkout.

  • Partial Payments: Points can be combined with other payment methods

  • Multiple Redemptions: Points can be redeemed across multiple bookings

18.5.5. Redemption Restrictions

  • Points can only be redeemed for future services, not for past bookings

  • Points cannot be used to pay for taxes, surcharges, or fines

  • Points cannot be transferred to another account or person

  • Cash Alternatives: No cash alternative is available for Points under any circumstances

18.6. Point Management

18.6.1. Point Expiration

  • Points expire 12 months from the date they are earned

  • The oldest Points are used first when redeeming (first-in, first-out method)

  • Expired Points are automatically removed from your account

18.6.2. Point Deductions and Cancellations

  • Refunds: If a booking is refunded, all Points issued for that original transaction will be automatically cancelled and deducted from your account

  • Partial Refunds: If a partial refund is issued, Points will be proportionally deducted based on the refunded amount

  • Additional Charges: Points will not be awarded for any additional payments made after the original booking completion

18.6.3. Manual Point Adjustments

We reserve the right to manually add, remove, or adjust Points in your account for reasons including but not limited to:

  • System errors or calculation mistakes

  • Suspected fraud or abuse of the Program

  • Customer service resolutions

  • Promotional adjustments

  • Verification of booking eligibility

  • Account reconciliation

  • Refund processing and Point reversal

18.6.4. Account Activity

  • Your Points balance is available by logging into your User Account

  • Points are forfeited if your account is closed

  • Accounts inactive for 24 consecutive months may be closed with forfeiture of all Points

  • Account-Specific: Points cannot be recovered if an account is closed and cannot be transferred to a new account

18.7. Cancellations and Refunds

18.7.1. Booking Cancellations

  • If you cancel a booking where Points were earned, all Points issued for that transaction will be cancelled and deducted from your account

  • If Points were used to pay for a cancelled booking, the Points will be returned to your account

  • Returned Points retain their original expiration date

18.7.2. Service Modifications

  • Changes to bookings may affect Point earnings

  • Additional spending after original booking will NOT earn additional Points

  • Reduced spending through refunds will result in proportional Points deduction

18.7.3. Refund Policy for Points

  • When any refund is processed, corresponding Points are automatically deducted

  • If insufficient Points are available, your account may go into negative Points balance

  • Negative Points balances must be cleared before earning new Points

  • No Cash Refunds: Points refunded to your account cannot be converted to cash under any circumstances

18.8. Program Administration

18.8.1. Our Rights

We reserve the right to:

  • Modify, suspend, or terminate the Program at any time

  • Change Point earning rates or redemption values

  • Adjust Program rules, benefits, or eligibility requirements

  • End the Program with 30 days’ notice to active Members

18.8.2. Account Suspension

We may suspend or terminate your participation in the Program if:

  • You violate these Terms and Conditions

  • We suspect fraudulent activity

  • You abuse the Program in any way

  • You maintain multiple accounts

  • You have a negative Points balance that is not resolved

  • You attempt to transfer, sell, or share Points with others

18.9. Privacy and Data

18.9.1. Your participation in the Program is subject to our Privacy Policy, available on Onpark.co.uk

18.9.2. We collect and use your personal information to administer the Program, including tracking Points and communicating with you about your account.

18.10. Limitation of Liability

18.10.1. We are not responsible for:

  • Lost, stolen, or misdirected Points

  • Technical issues preventing Point accrual or redemption

  • Points not earned due to guest checkout or third-party bookings

  • Points not earned for additional payments made after original booking

  • Any consequential losses related to the Program

18.10.2. Our maximum liability related to the Program is limited to the value of Points in your account at the time of the incident.

18.11. Dispute Resolution

18.11.1. Any disputes regarding Points must be submitted in writing within 30 days of the relevant transaction

18.11.2. We will investigate disputes and make a final determination at our sole discretion

18.11.3. Our decision on all Point-related matters is final

18.12. General Terms

18.12.1. These Terms are governed by English law

18.12.2. We may update these Terms at any time. Continued participation constitutes acceptance of updated Terms

18.12.3. If any part of these Terms is found invalid, the remainder remains in effect

18.13. Important Notes

Key Points to Remember:

  • Points are only earned on the original booking amount paid at time of booking

  • No Points are earned for additional payments (late arrivals, extra services, extended stays, etc.)

  • Points are automatically cancelled when a booking is refunded

  • You must be logged into your User Account to earn or redeem Points

  • Bookings through third parties or guest checkouts do not earn Points

  • Points have no cash value and cannot be exchanged for money

  • Points are non-transferable and can only be used by the original account holder

18.14. Contact Information

For Program inquiries:

By participating in the Onpark Rewards Program, you acknowledge that you have read, understood, and agree to be bound by these Terms and Conditions.

By making a booking with Onpark Limited, you confirm that you have read, understood, and agree to be bound by these Terms and Conditions in their entirety.