FAQ

FAQ

WHERE DOES VALLIE PARK MY CAR?

We have relationships with several commercial car parks. When you hand over your car to your Vallie we designate one of the secure car parks for them to take it to.

HOW LONG DO I HAVE TO WAIT FOR VALLIE?

Our goal is to have an agent arrive at your destination for a drop-off within 10 minutes. On returns, we aim to bring your car back to you within minutes.

ARE YOU INSURED?

Our Vallies are fully insured whilst driving your car. Our policy comprises third party liability coverage up to £10M, and comprehensive coverage against damage to the car up to £100,000, thus keeping you, your car and others protected at all times. We ask you to not leave any valuable items in the car as we cannot assume liability for theft. You must notify us within 24hrs of completion of your order of any claim for damage.

HOW ARE VALLIES SCREENED?

All of our drivers have successfully passed a driving test focused on parking manoeuvres, and most of our drivers have professional driving experience. They have all held valid driving licenses for a minimum of 5 years and have no points on their license. Additionally, they have been through a comprehensive background screening process with third party company www.onfido.co.uk, checking criminal records, DVLA records, their identity, credit history and their right to work on the UK. Vallie operates a zero tolerance policy on drugs and alcohol.

WHAT IF SOMETHING HAPPENS TO MY CAR WHILE IT IS VALLIED?

We give you complete peace of mind when you park with Vallie. Our drivers have full comprehensive insurance up to £100k and £10M third-party liability coverage. If any damages should happen to your car, Vallie will cover the cost of damages and fix your car at your convenience.

HOW DO I REPORT DAMAGE TO MY CAR?

If you notice any damage, please send a separate email to support@vallie.co.uk as soon as possible and include photographs of the damage. The Vallie Operations Manager will be in touch with you immediately after and will inform you of the options we have available.

WHAT IF MY PHONE DIES OR DOESN’T WORK WHILST MY CAR IS PARKED WITH VALLIE?

You can simply call customer support on +44 203 322 7112 . We will assign a Vallie to return your car safely to your chosen destination.

WHAT IF I FORGOT SOMETHING IN MY CAR?

If your Vallie is still en-route to the car park, give them a call and they will head back to meet you. If the car is already parked please just call our customer support on +44 203 322 7112 and we will assist you. You can also always call or text your assigned Vallie from the Vallie app.

CAN I CANCEL MY ORDER?

Absolutely. You can simply cancel your drop off request in app ahead of meeting your Vallie and handing over your car. If we already have your car, you can simply request a return and we will get the car straight back to you. If you want to cancel your return request when your car is on the way back, cancel it in the app and we’ll take it right back to the car park. Get in touch with customer support on +44 203 322 7112 if you have further questions.

WHERE DOES VALLIE OPERATE?

Vallie will shortly be offering its service accross Central London. You can see the exact area here on the website homepage or within the app.

DOES VALLIE CURRENTLY OPERATE IN MY CITY?

At this time, Vallie is only operating in London. If you think Vallie should come to your city, drop us a line at hello@valie.co.uk. If you want to help us expand to your city, send us a line at hiring@vallie.co.uk.

WHAT ARE YOUR HOURS OF OPERATION?

We are currently open from 6:00am to 8:00pm, Monday to Friday, and 9:00am to 8:00pm on Saturday. If you’d like to use us outside of these hours, please send us a message on chat support and we’ll do our best to accommodate you.

CAN I VALLIE OVERNIGHT?

Absolutely, we’re happy to keep you car overnight. Any overnight parks incur the the 24-hour rate of £45 per 24 hours. If you’d like your car returned outside of standard operating hours (for example, Sunday), please let us know in advance and we will try to accommodate your request.

HOW MUCH DOES VALLIE COST?

We charge a flat of £8 per hour or £32 maximum for parking in the same. For overnight parks, we charge £45 per 24 hours. If you have any questions about costs, please feel free to ask us for a quote on chat support.

HOW DO YOU DETERMINE VALLIE RATES?

We factor in the cost of parking in metered bays and private car parks in the local area to provide competitive rates. Our rates may be subject to change.

HOW DO I PAY?

Using Vallie is a cashless experience. You link a card to your account when signing up or before booking your first order. Once your order is complete, we will automatically charge your card and confirm with an email receipt.

HOW DO I EARN VALLIE CREDITS?

You can earn credits through referring friends and having them register your referral code within their app. Vallie also offers promo codes at various times which can be registered in the app via the menu system.

WHEN CAN I USE VALLIE CREDITS?

Your Vallie credits will be automatically applied to whatever charges you have incurred at the end of an order. Whatever credit is not used will be available for future orders. Credits are neither transferable nor redeemable for their cash value.

DO YOU OFFER OTHER SERVICES?

We provide car washes, gas fill-ups, oil changes, screenwash refills and MOTs on demand through our in app chat accessible via the menu. Soon users will be able to request these services from within the app. Current pricing below. Please note parking time will be charged in addition at the standard rate.

Out & In Carwash - £20.00 Screenwash Refill - £3.00 Petrol Refill - £5.00 (fixed surcharge) Oil Change - £11.00 MOT - £55.00

OVERSIZED VEHICLES

At the moment Vallie cannot accept oversized vehicles. An oversized vehicle is 20 feet in length, seven feet in width, or eight feet in height. This includes box trucks, vehicles with trailers, or party buses. Pick up trucks or SUV's that are less than 25 feet in length and 82 inches in height are totally fine!

WHAT DEVICES DOES VALLIE SUPPORT?

Vallie is currently available on iOS and Android. In the future, Vallie will be available for all mobile platforms including the one installed in your car!

WHY IS THE APP NOT WORKING?

In the event this occurs, we suggest making sure your app and phone software are as up to date as possible. We are constantly developing updates to make the Vallie experience even better.

HOW DO I GET IN TOUCH WITH YOU?

Please send us an email at hello@vallie.co.uk or call our customer support line at +44 203 322 7112. We are here to ensure that you have the best experience possible.

WHAT IF I HAVE A BAD EXPERIENCE WITH VALLIE?

Anything less than an awesome experience with Vallie ruins our day. We encourage you to give us honest feedback every time. In the app, rate your Vallie experience. Call us at +44 203 322 7112 or email us at support@vallie.co.uk with your comments.

WHAT IF THERE ARE NO VALLIES AVAILABLE?

We always try and ensure there are Vallies available, but in the event of you unable to find one, please call our Customer Support at +44 203 322 7112 or use the Live Chat Support in your apps menu.

CAN I ONLY BOOK VIA THE APP?

Not at all. We recently launched a web based booking platform that some users may prefer. We can also accept bookings by phone. Please call our hotline on +44 203 322 7112 to make your booking now!

MORE QUESTIONS?

More questions? Drop us a line at support@vallie.co.uk and we will get back to you as soon as we can.