Frequently Asked Questions

Bookings can be made directly on our website or through a third-party comparison site or agent. Select your travel dates, enter your vehicle details, and complete the payment. A booking confirmation with your reference number and all arrival instructions is emailed to you immediately.

Yes. We accept bookings via third-party comparison sites and agents. Our Terms and Conditions apply to your booking regardless of which platform you used. The third-party platform may also apply its own terms alongside ours we recommend reviewing both. For cancellation and refund queries on third-party bookings, contact your booking agent in the first instance.

Yes. All payments are processed through encrypted systems meeting current industry security standards. We do not store your full card details after your transaction is completed.

Confirmation emails are sent automatically the moment your booking is complete. Please check your spam or junk folder first. If it still isn't there, visit the "My Booking" section of our website and log in using your booking reference and email address all your details and arrival instructions will be there.

Yes. Amendments to dates, times, or vehicle details can usually be made subject to availability. Contact us via our website or email customercare@arcparking.co.uk with your booking reference. If your new dates fall within a different pricing period, a price difference may apply. Amend as early as possible.

Direct bookings (arcparking.co.uk or by phone):

• More than 48 hours before drop-off: refund issued, minus a £15 administration fee.
• Within 48 hours of drop-off: non-refundable.
• Bookings made within 48 hours of drop-off and then cancelled: non-refundable.
• No-shows: non-refundable.

Third-party bookings: our policy above applies to the parking service. The third-party platform may apply additional terms. Contact your booking agent for refund processing.

Yes. Heathrow Airport levies a drop-off charge at all terminals this is set and collected by Heathrow Airport Holdings Ltd and is entirely separate from your Arc Parking booking. It is not included in the price you pay us. You pay this charge directly to the airport when the shuttle drops you off. Current amounts are at heathrow.com.

The following may apply depending on your circumstances:

• Late arrival (beyond booked drop-off window): £20 per day
• Early return (before booked return date): £20 per return; extended wait times may apply
• Overstay (beyond booked end date): prevailing daily rate per additional day
• Oversized vehicle (van, minibus, etc.): £35 additional fee declare at booking
• Optional condition inspection: £10 per inspection
• Heathrow terminal drop-off / pick-up: airport charge, not ours payable to Heathrow

Your booking price covers only the parking period specified. All applicable charges are communicated clearly.

Yes. An additional fee of £35 applies for oversized vehicles vans, minibuses, and anything exceeding standard car dimensions. Declare your vehicle type at booking so we can confirm availability and pricing. If an oversized vehicle arrives undeclared, the charge is applied on-site.

Full arrival instructions including address and directions are in your booking confirmation email. Have it ready when you arrive (printed or on your phone). You can also access it anytime in the "My Booking" section of our website.

Our facility is in the Heathrow area. Shuttle journey times vary with traffic and airport conditions. Allow a generous buffer don't use the shuttle as your only margin before check-in closes.

Before handover: remove all valuables and personal belongings; take dated photographs of your vehicle's exterior and any existing marks or dents; inform our staff of any pre-existing damage. This protects you if questions arise on your return particularly if you choose not to use the optional paid inspection.

Yes. Our staff are authorised to drive and reposition vehicles within or between our parking locations for operational purposes site management, storage logistics, and return preparation. Vehicles may be stored at one or more locations within the Heathrow area.

Yes £10 for a detailed, recorded condition inspection at drop-off or collection. This creates a written record that supports any condition query or dispute. We strongly recommend it, especially for newer or higher-value vehicles. Without it, condition disputes may be harder to investigate.

All vehicles are parked in open-air compounds and may be exposed to weather, dust, or environmental debris during the parking period. We do not accept liability for weather or environmental exposure while vehicles are parked.

Yes. A complimentary shuttle transfer between our facility and your Heathrow terminal is included with every booking at no extra charge.

Our shuttles are typically 9-seater minivans with limited luggage space. If your group and luggage cannot fit in one vehicle, please contact us in advance. We cannot guarantee additional vehicles at short notice please let us know ahead of time for larger parties.

We recommend arriving at our facility at least 90–100 minutes before your airline's check-in deadline, particularly during peak periods. Shuttle times are estimates and can vary. Do not rely solely on shuttle timing when calculating your margin before your flight closes.

Once you land and have your bags, call us on the number in your confirmation. We'll arrange your return shuttle and have your vehicle brought to the collection point. Allow a reasonable amount of time for your vehicle to be retrieved.

Inspect your vehicle carefully before driving away. Compare its condition with your drop-off photographs. If you notice any concern, raise it with our staff on-site immediately before leaving. Concerns raised after departure are significantly harder to investigate fairly.

Raise it with our staff before you drive away. Then email customercare@arcparking.co.uk as soon as possible with: your booking reference; a completed damage report form (available from staff or by email request); and time-stamped photographs from both drop-off and collection. We assess all reports case by case and aim to respond in writing within 15 working days.

Yes. Your vehicle must be taxed, insured, and MOT-compliant at handover, and your insurance must remain in force throughout. We do not provide insurance cover. Check your policy terms before travelling.

Additional charges apply at the prevailing daily rate for each extra day. If your plans change, contact us as soon as possible so we can update your booking.

We strongly advise removing all valuables and personal items before handover. We do not accept responsibility for belongings left in vehicles. Anything left is at the customer's own risk.

Complete our complaint form and email it to customercare@arcparking.co.uk with your booking reference, the date of your visit, a description of your concern, and any supporting evidence such as photographs. We aim to acknowledge all complaints within 5 working days and provide a full written response within 15 working days.

Yes. CCTV is operated at our facility for security and operational purposes under data protection law and the ICO's CCTV Code of Practice. Coverage is not continuous across every area of the site and does not constitute a guarantee of surveillance. Footage is retained for a defined period (typically up to 30 days) and cannot be provided beyond that window. To request footage, email customercare@arcparking.co.uk with the date, time, and reason.

We collect only what is needed to process your booking and deliver our service including sharing relevant booking details (name, vehicle registration, contact number) with our drivers and operational staff to coordinate your visit. We do not sell your data. Full details are in our Privacy Policy on this website.

Contact us directly at customercare@arcparking.co.uk in the first instance this is usually the quickest route to a resolution. If you raise a chargeback, we will engage with your card provider in good faith and provide evidence of the booking and service delivered.