Terms and Conditions | Phoenix Parkservice - Valet Parking Frankfurt Flughafen

1.1 Contract Effectiveness

• A contract between the customer and Phoenix Parkservice is only established once the customer accepts the General Terms and Conditions of Phoenix Parkservice and receives a written confirmation from Phoenix Parkservice. The validity of this confirmation remains unaffected, even if it is redirected or rejected in the customer’s email inbox due to spam filters or other technical obstacles.

Booking and Acceptance of the General Terms and Conditions

1.2 Individual Agreement

Employees and other representatives of Phoenix Parkservice are not authorized or empowered to make verbal agreements outside the scope of the written contract, unless they hold a legal power of representation, such as through an authorized position in the organization.

1.3 Approval and Roadworthiness of the Vehicle

• For all services as per the service description, it is a prerequisite that your vehicle is registered and roadworthy in accordance with the regulations of the Road Traffic Licensing Regulations for the duration of the service. This includes, in the case of the “Parking Service,” the entire duration of parking on the business premises, and for the “Valet Service,” the period from vehicle pick-up to delivery.
• You are obliged to ensure the registration and roadworthiness of your vehicle to the extent mentioned above.
• When using the “Valet Service,” you are required to provide Phoenix Parkservice with a car key that allows the vehicle to be opened and driven, as well as the vehicle registration certificate Part II. For the “Parking Service,” you are required to provide such a key upon request.

1.4 Authorization

You are required to ensure that you are authorized to use the services of Phoenix Parkservice with your vehicle, including regarding the rights of third parties.

1.5 Vehicle Safety

You are obliged to ensure that your vehicle poses no environmental hazards. Specifically, you must ensure that your vehicle is leak-proof with regard to fuels, coolants, hydraulic fluids, and cleaning fluids. You are also required to check and ensure the electrical safety of your vehicle and ensure that it poses no fire hazards.

1.6 Excluded Items and Actions

1.6.1 The presence of passengers – human or animal – in parked vehicles is prohibited. Phoenix Parkservice is entitled to grant state authorities access to the vehicle.

1.6.2 Deactivation of Dashcams:

a. Upon entering our parking lot, customers are required to immediately and completely deactivate their dashcam. Similarly, our drivers, in the case of valet service, will also deactivate the dashcam (if technically feasible and not already done) when driving the customer’s vehicle to ensure no unauthorized recording occurs. This is to protect privacy and comply with data protection regulations.

b. Our parking lot is used by various parties, including other landlords and car dealers conducting their business and possibly having walk-in customers. Filming or monitoring people without their explicit written consent is strictly prohibited. Therefore, the use of recording devices on the parking lot is entirely forbidden.

c. The customer bears full responsibility for ensuring that their dashcam is properly deactivated when entering our parking lot or handing over their vehicle to the valet service. Any violation of these regulations may result in immediate denial of access to the parking lot or termination of our services.

d. The possibility of dashcam deactivation by our drivers does not relieve the customer of their own obligation to deactivate it. Deactivation by our drivers is not guaranteed. The valet service thus assumes no liability for any legal consequences or violations of data protection regulations resulting from the unauthorized use of customers’ dashcams.

e. By using our valet service, the customer expressly agrees to adhere to these regulations, deactivate their dashcam at all times, and take full responsibility for the consequences of using dashcams.

2.1 The booking of these services, as well as all associated services, is subject to the General Terms and Conditions (GTC) of Phoenix Parkservice.

2.2 The customer is required to notify us by phone 45 minutes prior to their arrival at Frankfurt Airport. Adherence to this time frame is crucial; otherwise, Phoenix Parkservice excludes liability for any resulting consequences. If the customer contacts us only upon arrival at the terminal or shortly before, the parking fees at the terminal and the costs for the expedited transportation of our staff will be borne by the customer.

2.3 The customer is required to comply with the meeting point specified by our staff for the valet service. If the customer goes to an incorrect or unarranged meeting point, additional costs, such as parking fees, will be borne by the customer. In such cases, we are not liable for any inconvenience or delays.

2.4 If the customer unnecessarily delays the driver in the terminal area due to excessive luggage, jammed seats, or other delays, the customer is responsible for paying the parking ticket costs. The valet service assumes no responsibility for such delays caused by the customer’s behavior or equipment.

2.5 The customer must notify us by phone immediately after landing at Frankfurt Airport. Failure to comply excludes any liability or reimbursement from Phoenix Parkservice. Additionally, it may occasionally be necessary for our staff to temporarily park customer vehicles in public parking areas to prepare them. Through careful organization and preparation, we ensure that the vehicle is available on time and that customers receive efficient service.

2.6 To ensure a smooth process with other customers on a given day, the valet service reserves the right to temporarily park customer vehicles in public parking spaces during pick-up and drop-off. On particularly busy days, it may be necessary to make several stops with the vehicle. The customer agrees to this arrangement to facilitate a seamless process for all customers.

2.7 Our staff is committed to protecting vehicles temporarily parked in public areas from theft or damage in exceptional cases and when urgently needed. However, Phoenix Parkservice is not liable for property damage, vandalism, or incidents caused by third parties.

2.8 The version of these terms and conditions in effect at the time of contract conclusion is decisive. Any previous versions become invalid upon the publication of a new version. It is the customer’s responsibility to ensure they are always informed of the latest terms and conditions.

2.9 Any opposing or deviating General Terms and Conditions (GTC) will not be recognized by Phoenix Parkservice unless Phoenix Parkservice has explicitly agreed to them in writing.

3.1 By entering into the contract, the customer agrees to pay all arising costs to Phoenix Parkservice, including but not limited to the following:

3.1.1 Schedule Deviation & Rebooking / Substitute Driver Fee

A – In the event of non-compliance with the specified arrival time and a deviation of more than 2 hours, Phoenix Parkservice reserves the right to charge an additional fee of €19.99 (incl. VAT) for the circumstances of short-term provision of additional staff. These charges apply to vehicle handovers on both the departure day and the return day. The customer has the right to prove that a lesser damage has occurred.

B – In the event of non-compliance with the specified arrival time and a deviation of more than 12 hours, Phoenix Parkservice reserves the right to charge an additional fee of €29.99 (incl. VAT) for coordination and planning adjustments. Additionally, for each further started day, an extra fee will be charged, which varies depending on customer demand and season and may be adjusted accordingly. The customer has the right to prove that a lesser damage has occurred.

C – If the customer fails to comply with the agreed schedule, resulting in the unavoidable need to deploy a substitute driver (“substitute”) due to delays or late arrivals, Phoenix Parkservice reserves the right to charge a substitute driver fee for the short-notice deployment. This fee will be determined based on the urgency, current workload, and time of day and will be communicated to the customer prior to the deployment. However, the substitute driver fee is capped at €29.00 (incl. VAT) per deployment. The customer may either accept the substitute driver fee or forgo the deployment of the substitute. Phoenix Parkservice is thereby released from any liability for delays, inconveniences, costs, or compensation claims arising from the customer’s non-compliance or decision to forgo the substitute driver.

D – The aforementioned charges apply to vehicle handovers on both the departure day and the return day. The customer has the right to prove that a lesser damage has occurred.

3.1.2 Services Outside Business Hours

A – Phoenix Parkservice generally does not perform vehicle handovers outside regular business hours. In the event of delays, such as flight delays, Phoenix Parkservice is released from any obligation to hand over vehicles or remain contactable during closing hours. Customers hereby accept these terms and expressly waive any claims against Phoenix Parkservice arising from such non-performance, including hotel costs, compensation claims, or reimbursement requests.

B – If Phoenix Parkservice chooses, at its discretion, to perform a handover outside regular business hours, a fee of €19.00 (incl. VAT) per started overtime hour will be immediately charged.

3.1.3 Night Fee

Valet Service: For vehicle pick-ups or returns at Frankfurt Airport (Valet Service) between 10:00 PM and 6:00 AM, an additional charge of €39.00 (incl. VAT) will be applied in accordance with these terms. This fee is payable to the night shift driver at the time of the vehicle handover.

Shuttle Service: For shuttle rides between 10:00 PM and 5:00 AM, a night fee of €25.00 (incl. VAT) will be charged. This fee is payable on-site to the night shift driver.

3.1.4 24-Hour Booking

For bookings made within 24 hours of the arrival time, a one-time fee of €29.00 (incl. VAT) for the short-term provision of additional staff will be applied. This fee should be settled on-site with a receipt or via bank transfer no later than the vehicle return.

3.1.5 Special Vehicles and Vehicle Dimensions

Unusual overall length, height, or width of the vehicle must be disclosed in writing at the time of booking and will be charged separately under the terms of these conditions. Phoenix Parkservice charges a daily surcharge of €3.00 (incl. VAT) per started day. Additionally, the following costs apply:

– XL vehicles (length exceeding 5 meters): €19.00 (incl. VAT)
– XXL vehicles (length exceeding 8 meters, potentially with a trailer): €29.00 (incl. VAT)

3.1.6 Key Retention

If the customer wishes to retain their car key rather than handing it over, a surcharge of €10.00 (incl. VAT) will be applied. This surcharge covers potential complications related to key retention.

3.1.7 Luggage Fee

Within our shuttle service, each passenger is permitted to carry one piece of hand luggage and one large suitcase free of charge. For each additional piece of luggage, a surcharge of €10.00 (incl. VAT) will apply.

3.2 If you made your booking through the platform of one of our partners, all surcharges (e.g., night fees and 24-hour booking fees) must be paid in cash on-site.

3.3 We reserve the right to introduce new surcharges and paid additional services on our websites, which may not be listed in the current version of our General Terms and Conditions (GTC) at the time of publication.

3.4 Notwithstanding the prices listed in our General Terms and Conditions (GTC), only the prices and conditions published on our website at the time of booking or order are binding. Any discrepancies between the GTC and the online information will favor the prices displayed on the website. We strive to keep our GTC consistently updated to align with the online information; however, in the case of discrepancies, the prices specified online are binding.

3.5 All fees mentioned above, as well as those listed on the website, are understood to be gross prices (incl. VAT).

Phoenix Parkservice is entitled to assert the statutory right of retention and the statutory lien on your vehicle and vehicle key due to claims arising from the rental relationship. Phoenix Parkservice may therefore refuse or delay the release of the parked vehicle until the full invoice amount, including surcharges (such as night fees and cleaning costs), has been completely paid at the latest by the time of vehicle return.

If the owner can no longer be identified at the time of return, Phoenix Parkservice is authorized to enforce the lien in accordance with legal provisions.

5.1 Liability

For claims arising from damages caused by us, our legal representatives, or vicarious agents, we are liable:

• for injury to life, body, or health,
• for intentional or grossly negligent breaches of duty,
• for guaranteed promises, if agreed, or if the scope of the Product Liability Act applies.

5.2 Limitation of Liability

Unless liability is established under the conditions mentioned in 5.1, the liability of Phoenix Parkservice, its employees, staff, freelancers, legal representatives, and vicarious agents is limited to foreseeable damages typical at the time of contract conclusion. Beyond this, claims for damages are excluded.

5.3 Additional Liability Provisions

5.3.1 Phoenix Parkservice accepts no liability for damages caused by courtesy actions, such as jump-start assistance or parking assistance provided by its employees and/or agents.

5.3.2 Phoenix Parkservice is not liable for minor scratches, signs of wear, minor paint damage, stone chips, or small dents on vehicles. Such damages may not be visible during the handover due to dirt, suboptimal lighting, reflective vehicle colors, or tight schedules. If a customer claims damages upon vehicle return that they believe were not present beforehand, the burden of proof lies with the customer to clearly demonstrate that the damage was caused by our company, an employee, or a vicarious agent, and that it did not exist at the exact time of vehicle handover. Without this proof, Phoenix Parkservice and its employees are not liable.

5.3.3 Phoenix Parkservice is not liable for damages caused solely by natural events, force majeure, other tenants, or third parties, including hail, theft, road blockages, or damage by third parties.

5.3.4 Phoenix Parkservice assumes no liability for minor breaches of contract caused by slight negligence.

5.3.5 Phoenix Parkservice is not liable for valuables or items left in the vehicle.

5.3.6 Phoenix Parkservice is liable for breaches of duty only in cases of intent or gross negligence, unless otherwise specified below. In cases of simple negligence, liability is limited to personal injury (life, body, or health) or breaches of essential contractual obligations.

5.3.7 Phoenix Parkservice assumes no responsibility for damages or defects caused by external staff. Additionally, any damages occurring during cleaning or vehicle preparation by car wash or detailing personnel are excluded from liability. When booking our interior or exterior cleaning services, vehicles are taken to the car wash located at Dr.-Max-Fremery-Straße 13, 65451 Kelsterbach (“Waschpark”). By booking, the customer also accepts the terms and conditions of this car wash, available at http://www.waschpark-kelsterbach.de/page3.html. Phoenix Parkservice assumes no liability for scratches or damages caused by the car wash.

5.3.8 Claims for damages due to intentional or gross negligence lapse if not submitted in writing within two weeks of the agreed vehicle return date. For claims of non-fulfillment, the deadline is one month.

5.3.9 The strict liability under § 536 I S. 1 first alt. BGB is excluded.

5.4 Vehicle Check at Return

Our staff conducts a vehicle check at the terminal with the customer upon return, including a walk-around inspection. Customers should also perform their own inspection on-site. By signing, the customer acknowledges that they have thoroughly inspected the vehicle and accept its visual and mechanical condition, waiving future claims for compensation related to the same vehicle. If a customer identifies damage due to gross negligence or intent, they must submit a written notice to Phoenix Parkservice within 14 days of the vehicle return. Claims submitted after this deadline are void.

5.5 Verification and False Claims

If a customer requests verification or falsely claims damage to the vehicle that was demonstrably present before handover, Phoenix Parkservice reserves the right to file a criminal complaint and charge an administrative fee of €99.00 (incl. VAT).

5.6 Responsibility for Damages on Premises

The customer is responsible for any damages caused intentionally or negligently to the property of Phoenix Parkservice or third parties within the premises. This includes damages caused by the customer, their employees, representatives, family members, or companions.

5.7 Measures to Prevent Damage

The customer is responsible for taking all necessary measures to prevent damage and protect the property of Phoenix Parkservice and third parties. In case of damage, the customer must promptly notify Phoenix Parkservice and take all necessary steps to mitigate the damage.

5.8 No Liability for Customer Actions

Phoenix Parkservice is not liable for damages caused by the actions or omissions of the customer or their companions, whether intentional or negligent.

5.9 Delays Due to Traffic Density

Due to the high traffic density in a busy metropolis like Frankfurt am Main, delays may occur. The customer understands that delays of up to 50 minutes are reasonable and accepts them without any legal claims for performance or compensation.

5.10 Liability for Flight Arrivals

We are not liable for fees, waiting times, or inconveniences caused by early or delayed flight arrivals. However, we will make every effort to take reasonable measures to ensure smooth service delivery in such cases.

6.1 Phoenix Parkservice grants you the right to make changes to your booking details, including the arrival date, arrival time, or flight numbers. Rebookings or changes must be submitted exclusively via email to Booking@phoenixparkservice.de or info@phoenixparkservice.de.

6.2 Changes on our part are only made for bookings directly placed through the Phoenix Parkservice website. Bookings made via our partners must be processed through the respective partner portals. The cost regulations as outlined in section 3. Fees remain unaffected and also apply to changes made through our partners.

6.3 Phoenix Parkservice grants you the right to cancel a booked service. Cancellations are, however, only possible before the agreed start of the service and must be submitted exclusively via email to Booking@phoenixparkservice.de or info@phoenixparkservice.de.

6.4 Cancellations of agreed services (e.g., detailing) must be submitted in writing to be effective. Verbal cancellations will not be accepted.

6.5 The time of receipt of the written cancellation is the decisive factor for evaluating the cancellation. It is the customer’s responsibility to ensure that the written cancellation has been properly received. We recommend requesting confirmation of receipt.

6.6 If the cancellation notice is received between 24 and 48 hours before the planned start of the service, we reserve the right to charge or retain 50% of the booking amount.

6.7 If the cancellation notice is received within 24 hours of the agreed start time of the booked service, we reserve the right to charge or retain 100% of the costs. The customer has the right to prove that a lesser damage has occurred.

6.8 If the cancellation notice is received after the start of the booked service, 100% of the costs will also be charged or retained.

6.9 In the event of an early return, fees for unused parking days cannot be refunded or credited.

6.10 Cancellations of an upgrade to covered parking or VIP packages are no longer possible after the start of the service.

6.11 Cancellation of the booked vehicle detailing is only possible up to 48 hours before the agreed return time.

6.12 A cancellation does not automatically include a refund. Refunds are made in accordance with the applicable refund policies and may vary on a case-by-case basis.

6.13 For all refunds, Phoenix Parkservice uses the same payment method employed in the original transaction unless otherwise agreed. Refunds are processed within 14 business days.

6.14 Statutory withdrawal and termination rights of the parties remain unaffected by the aforementioned provisions.

6.15 We reserve the right to make changes to the cancellation terms in the event of extraordinary circumstances beyond our control. In such cases, you will be promptly informed of any changes.

These General Terms and Conditions were adopted by Phoenix Parkservice and are effective as of 01.01.2023. They may be changed or updated by Phoenix Parkservice at any time. Changes or updates become effective as soon as they are published on our website or communicated through other means. Customers are encouraged to review the GTC regularly to stay informed about any changes.

8.1 All content, including texts, graphics, logos, images, designs, and other materials used on the website of the valet service or in other publications, including content published by us on the platforms of our partners, is copyrighted and the property of Phoenix Parkservice.

8.2 Without our explicit written permission, it is prohibited to copy, reproduce, modify, distribute, publish, download, display, or otherwise use the content. Any unauthorized use, reproduction, or distribution of this content by third parties on the internet is expressly prohibited and constitutes a clear violation of our copyright.

8.3 We reserve the right to take legal action and claim damages against individuals or organizations that partially or fully infringe on our copyright.