Terms & Conditions

1. Bookings & Service

• 1.1 You may place a reservation with us online, by phone, or by email. Online reservations should be submitted no fewer than 24 hours ahead of your departure. If your travel is less than 24 hours away, please contact us directly by phone to arrange your booking.
• 1.2 We always aim to collect and return vehicles at the agreed time. That said, Smooth Fly cannot be held responsible for delays arising from circumstances we have no control over — this includes traffic congestion, accidents on the road, flight changes, or security-related incidents at the airport. During particularly high-demand periods, please allow up to two hours for your vehicle to be returned.
• 1.3 Smooth Fly reserves the right to decline any reservation made directly through our website or through a third-party partner, whether due to a failed payment — on the part of the customer or the partner — or any other operational concern.
• 1.4 We retain the right to cancel a confirmed reservation where exceptional circumstances prevent us from honouring the booking, or for any other reason deemed necessary by our management.
• 1.5 Where public health guidelines or local restrictions are in effect, our standard meet-and-greet service may be temporarily suspended. During such periods, customers may be required to drop off and collect their vehicle directly from our parking facility.

2. Payment

• 2.1 If your vehicle remains with us beyond your originally booked duration, a charge of £20 per additional day will be applied. This must be paid in full before your car is returned. Should charges go unpaid, Smooth Fly may hold the vehicle; if the outstanding balance is not cleared within six months, we reserve the right to dispose of the vehicle in accordance with the law.
• 2.2 Full payment for your booking is required before the service begins.
• 2.3 A charge of £20 will be applied for any vehicle return requested after midnight.
• 2.4 We do not cover any charges incurred at airport drop-off zones or short-stay car parks. If your vehicle is delivered into such areas, any resulting fees or penalties are entirely the customer's responsibility.
• 2.5 Where your flight is delayed by more than two hours beyond its scheduled arrival, we may apply an additional charge of £20 to offset the extra operational costs involved in holding your vehicle.
• 2.6 All payments processed through the Smooth Fly website are managed and handled solely by Smooth Fly.

3. Amendments & Cancellations

• 3.1 You may cancel a booking up to 72 hours before your scheduled service date. In this case, a full refund will be issued minus a £20 administration fee.
• 3.2 No refund will be provided for cancellations or unused services notified within 72 hours of the travel date.
• 3.3 Once a service has started, customers who decide to reduce the length of their stay are still liable for the full cost of the original booking. An early return fee of £50 will be applied to cover additional costs.
• 3.4 Any changes to a booking made within 72 hours of departure, or while the service is already underway, will attract a fee of £20 per amendment. All changes must be communicated by calling us on 07757676371 or via WhatsApp. We are unable to process amendment requests sent by email. Payment of the amendment charge must be received before any changes are confirmed.

4. Liabilities & Other Terms

• 4.1 Our insurance policy covers our legal obligations as required under applicable law.
• 4.2 All vehicles — along with any items inside them — are stored entirely at the owner's risk. Our insurance covers the vehicle only while it is being driven to or from the airport. While stationary at our site, the vehicle is the responsibility of the owner's own insurance policy.
• 4.3 Any damage claim must be reported to our staff immediately upon vehicle return at the terminal, and written acknowledgement of the damage must be obtained at that time. We strongly advise all customers to photograph their vehicle thoroughly before handing it over — we recommend a minimum of 20 images covering every panel, angle, and the odometer. Claims without pre-drop-off photos will not be accepted under any circumstances. A complaint form must be completed in full for any complaint to be officially registered. Once the customer has accepted the keys and the driver has left, no further complaint can be raised regarding vehicle condition.
• 4.4 We hold no liability for mechanical, electrical, or structural failures of any vehicle component, including but not limited to windscreens, glass panels, tyres, and alloy wheels, regardless of how such failures occur. Please note that any dashcam fitted to your vehicle will be disconnected upon collection for security purposes.
• 4.5 We will not accept responsibility for any loss or damage of any kind unless it can be clearly demonstrated that such loss or damage was directly caused by the actions of our employees.
• 4.6 Your vehicle must be legally taxed and compliant with the Road Traffic Act 1988 for the entire duration it is in our care. Any fines, penalties, or liabilities incurred by Smooth Fly as a result of a customer's non-compliant vehicle will be charged back to that customer.
• 4.7 We accept no liability for faulty key fobs, alarm remotes, or any other items attached to the key ring. If the vehicle fails to start, we reserve the right to charge for time spent. Please hand over only the vehicle ignition key.
• 4.8 Should a tyre develop a puncture — including a slow puncture — while in our care, we reserve the right to charge for inflation or tyre replacement as required.
• 4.9 If a vehicle fails to start due to a flat battery, we reserve the right to charge for our time in attempting to resolve the issue. We will not be liable for any damage or side effects resulting from the need to jump-start your vehicle.
• 4.10 In the event that we are required to attend the terminal to assist with a mechanically failed vehicle, a charge will apply to cover staff time and any associated costs.
• 4.11 Customers are required to travel with their spare vehicle key. Should it be needed at any point during your stay, the spare key must be accessible to you.
• 4.12 During peak periods or for extended bookings, vehicles may be relocated to one of our overflow storage facilities, which may be situated up to 50 miles from the airport. These locations may not have CCTV coverage, and vehicles may occasionally be stored in shared public parking facilities. By booking with Smooth Fly, you acknowledge and accept this possibility.
• 4.13 If any vehicle requires repair while in our care, all work must be carried out by our authorised garage partners only. The customer is solely responsible for transporting the vehicle to and from the repair facility. We will not authorise dealership repairs, even where the vehicle is under a manufacturer's warranty.
• 4.14 Certain bookings may be fulfilled by one of our trusted affiliated operators.
• 4.15 In the event of a lost vehicle key, Smooth Fly reserves the right to engage our own approved locksmith to handle the situation.
• 4.16 Customers travelling without a spare key are responsible for supplying one if it becomes necessary during the parking period.
• 4.17 If no spare key is available, the vehicle will be delivered to the customer's specified address via a recovery service, with all associated costs borne by the customer.
• 4.18 Any repair work arising from an agreed damage claim must be carried out exclusively by our approved garages.
• 4.19 Where a damage claim is accepted, the customer is required to pay an excess of up to £750 before repairs can commence.
• 4.20 Where we agree to organise repairs, all work must be done through our approved garages only. The customer is responsible for all transport costs to and from the repair site. We will not supply or fund a replacement vehicle during the repair period.
• 4.21 Vehicles are not routinely inspected for pre-existing damage. Unless a formal inspection is specifically requested and paid for, the customer is considered to have waived any right to raise a condition-related claim. A pre-parking inspection covering exterior paintwork and bodywork is available for a fee of £20, and a written record will be produced before the vehicle is parked.
• 4.22 To submit a valid claim, a complaint form must be completed in full. This must be accompanied by photographic evidence taken both at drop-off and collection — all images must be captured within the airport car park. Written confirmation from the driver acknowledging the damage at the time of collection is also required. Any complaint submitted without these elements will not be considered.

5. Exclusions & Limits of Responsibility

• 5.1 Smooth Fly will not accept legal liability in the circumstances outlined below.
• 5.2 Any loss or damage that is already covered — or should be covered — under the customer's own vehicle insurance.
• 5.3 Indirect or consequential losses resulting from vehicle damage or loss, such as missed business appointments or additional travel expenses.
• 5.4 Our maximum liability for any single claim relating to vehicle loss or damage is £15,000.
• 5.5 We are not responsible for the interior condition of any vehicle as interiors are not assessed at any stage. Any dashcam found connected will be unplugged at collection for privacy and security reasons.
• 5.6 Smooth Fly will not be liable for any missed or delayed flights resulting from our service, whether directly or indirectly. If we are unable to provide the booked service for any reason, our liability is strictly limited to refunding the parking fee paid.
• 5.7 We will not be responsible for minor surface marks, light scratches, or small dents that may be difficult to identify in poor lighting or adverse weather — whether or not such marks are noted on any document.
• 5.8 We accept no responsibility for stone chips or any cracked, chipped, or broken glass, regardless of whether these are recorded on any documentation.
• 5.9 We will not be liable for any personal belongings, valuables, cash, or electronic devices left inside a vehicle while it is in our care.
• 5.10 We accept no responsibility for paintwork discolouration, or any dents or scratches that only become apparent following a vehicle wash, whether or not they were previously noted.
• 5.11 We will not be held responsible for any damage to alloy wheels or tyres, irrespective of whether such damage appears in any prior documentation.
• 5.12 In any instance where Smooth Fly agrees to repair or compensate — regardless of whether liability is formally admitted — the customer must contribute an excess of £750 before any repair work can begin.
• 5.13 We will not be liable for any loss or damage caused by theft, fire, vandalism, criminal acts, or natural events (acts of God or nature) occurring while a vehicle is in our custody.
• 5.14 No claims of any nature will be considered for amounts below £750. The customer bears responsibility for the first £750 of any claim as a standard excess contribution.

6. Changes to These Terms

• 6.1 These terms and conditions remain binding unless a variation has been agreed in writing and authorised by Smooth Fly.
• 6.2 If you have a concern you wish to raise, please follow the procedure outlined below.
• 6.3 All correspondence must be submitted in writing via email. Contact details are provided on your booking confirmation receipt.
• 6.4 A member of our customer relations team will aim to respond to your query within 14 working days of receiving your correspondence.
• 6.5 All matters will be handled in writing only. Any incident that occurs during drop-off or collection must be raised with the attending staff member on the spot, so it can be logged with the duty manager. No acknowledgement of liability will be made until a full internal review has been completed.