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FAQs

Permits

How do I renew my permit when it is due for renewal?

You can renew your permit via this website. Simply select your station from the Find and Book page and follow the purchase process.

If you have given your email address or registered your details online with Indigo, we will send you a reminder to renew your permit 14 days prior to the date of expiry.

I have changed my car/address. How do I amend my personal details?

Simply go to the My Account section of this website or call our call centre on on 0330 1235 247 to amend any detail. If you are changing your vehicle details whilst your permit is still valid, you will have to contact Indigo so that a replacement can be reissued. Please contact us via email or call 0330 1235 247

I wish to cancel my season parking permit, how do I go about this?

Please complete the cancellation form and return along with your permit by post. Your permit will be cancelled on the date that it is received by Indigo, and any refundable amount returned to you. Please note that if you made your purchase by credit / debit card, the refundable amount will be returned directly to that account.

I would like a refund on my season ticket. How much should I expect to receive?

 

Season ticketsare purchased at a discounted rate off the equivalent ticket such as a monthlyor quarterly depending on the length of time the season ticket is required for.

Should you wishto discontinue the use of your season ticket then a refund will be calculatedusing the price of the equivalent ticket that would have been bought over thesame period and the price of the season ticket that was originally purchased.

Therefore, ifan annual ticket has been purchased and a refund required after six months yourrefund will be based on the difference between 2x quarterly tickets and theprice you paid on the annual ticket. This may result in a reduced discountedrate on the original product.

I need a VAT receipt for my purchase, how do I obtain one?

If we have an email address for you, a receipt is emailed automatically to you. If you are making your purchase via our call centre, please request a receipt at the time of purchase. Alternatively, you can log into your account online go to “Transaction history” and click "email" against your transaction.

How many cars can I have on my permit?

The maximum number of vehicle registration numbers you may display on your permit is two. You will require a permit holder for both cars - these are available by request. You will be required to place your season permit into the permit holder of whichever car is being parked at the station. Failure to display your current permit will lead to a Penalty Notice being issued. When using e-tickets, only one number plate is allowed which you will have to select at the time of purchase.

I’ve bought a weekly ticket from the Pay and Display machine in error, how do I obtain a refund?

Please contact Indigo Customer Services by e-mail or phone 0330 1235 247 for further information on submitting a refund request.

I purchased a ticket for today and due to serious disruption to my train service was unable to travel, how do I obtain a refund?

Please contact Indigo Customer Services by e-mail or phone 0330 1235 247 for further information on submitting a refund request.

What are the call centre opening hours?

Indigo’s Customer Services are open 24/7 by calling 0330 1235 247.

What is a season permit?

A season permit for parking allows its holder to park for between 1 and twelve months subject to its validity at the car park specified on the permit. The permit can display up to two vehicle registrations but must be displayed in the parked vehicle at all times.

Season permits offer better value versus paying for your parking daily or weekly.

What is an E-ticket?

E-tickets are a new easy way to paying for parking. The tickets can be purchased online in advance or on the day you park. E-tickets can be purchased from the comfort of your home or via a smart phone*. Simply select your station from the dropdown and follow the instructions to purchase a Day or Week E-ticket.

E-tickets have the same validity as those purchased from the station ticket office or vending machines. A Day E-ticket is valid until 0400hrs on the day after purchase; a weekly ticket is valid for seven days from the date of purchase. Further details on E-tickets are available on the Products page

*functionality may differ by phone model

What type of tickets are available as E-tickets?

E-tickets are available for daily or weekly tickets.  If you wish to park for two or more consecutive days, please purchase two or more separate E-tickets to cover the duration of your stay.

When can an E-Ticket  be purchased?

Tickets can be purchased on the day, or up to 30 days prior to the required date. Purchases made on the day must be within 30 minutes of parking to avoid receiving a Penalty Notice.

Where can E-tickets be purchased from?

E-tickets for can be purchased via this website up to and including the date that you park. Simply select the car park at which you wish to park from the drop-down menu and obtain a quote. Add the product to your basket and proceed with the purchase.

In the event of any issues, tickets can also be purchased via our call centre on 0330 1235 247, available 24/7.

Does an E-Ticket have to be displayed in a car?

An E-ticket is a ‘virtual’ ticket and does not have to be displayed within the vehicle. Your vehicle registration number will be automatically recognised after entry to the car park.

How much does an E-Ticket cost?

E-tickets are priced exactly the same as standard pay and display tickets, be it a daily or weekly ticket. The full daily rate is applicable to all E-tickets, for example the daily Saturday E-ticket rate will match the daily cash rate. No-off peak tickets will be available as E-tickets for parking.

If I purchase or pre-book an e-ticket, will this guarantee me a space within the car park?

No, we do advise that you secure a bay prior to purchase as the car park operates on a first come first served basis.

Why is there a waiting list in operation at my station?

We have to balance the needs of all car park users when deciding how many season permits to release at each location.  It is our policy to do our utmost to ensure that all season permit holders can always find a parking space up until 0930hrs Monday to Friday.  In order to assist us to achieve this, the number of season permits in circulation has to be limited to a set number.  This means that if all season permits within this quota have already been purchased, a waiting list will be created. 

Customers on the waiting list will be contacted automatically upon a season permit being surrendered by another customer.  The person at the top of the waiting list will be the person who has been waiting the longest and the next to be contacted when a season permit becomes available.

Indigo constantly reviews the number of season permits available for purchase and more are made available where we feel capacity will allow this.

How do I park for more than one day?

If you wish to park for up to four days, you should purchase the relevant number of daily tickets to cover the number of days you will be parked.  Place all the tickets in sequential order in your windscreen to park for more than one day.

If you plan to park for more than four days, you are advised to purchase a weekly ticket as this will be the cheapest option. Alternatively, daily e-tickets for the duration you wish to park can be purchased from this site.

Why does a parking ticket expire at 0400 hours regardless of when I purchase it?

Similar to day train tickets which expire at close of service on the date purchased, a parking ticket expires at the end of the parking day. The parking day closes at 0400hrs hence all tickets will expire at 0400hrs on the day following purchase regardless of the time it was purchased.

In recognition that customers purchasing a ticket later in the day do not receive the same duration of parking, we have introduced a part-day ticket from 1400hrs which offers a discount on the full daily rate.

What are the benefits of a season permit?

Our valued season permit holders benefit from:

•   A reduction in the cost of parking versus paying daily or weekly
•   Exclusive access to dedicated season permit holder areas at some car parks
•   Reduction in the time taken to park each day
•   No need to find change for the pay and display machines everyday
•   An automatic reminder for permit holders 14 days before the expiry of their permit (where the holder has supplied a valid e-mail address)

Furthermore, Indigo may, from time to time, offer exclusive deals for season permit holders at other Indigo operated car parks e.g. airport parking.

Penalty Notices

How do I pay my Penalty Notice?

Simply click here and you will be redirected to Indigo's Penalty Notice payment site. Please make sure that you have your Penalty Notice serial number and registration number details to hand.

Do I get a confirmation that my Penalty Notice has been paid?

Yes, as long as an email address has been supplied, a receipt is emailed to you automatically.

How do I challenge a Penalty Notice that has been issued to my vehicle?

If you believe that a Penalty Notice should not have been issued to your vehicle, you can appeal to Indigo. Any appeal against this notice must be made online at www.parkindigoappeals.co.uk or in writing at the address below within 28 days of the day of issue. Appeals should be made in accordance with the terms and conditions of parking.

Write to:
Indigo Park Solutions UK Limited
Customer Support Centre
PO Box 2466
Watford
WD18 1XH

If you opt to submit your appeal by post, we recommend you do so via Recorded Delivery as this is an important document - this will ensure that the specified deadline for receipt of appeals is achieved.

What is the charge for a Penalty Notice?

The cost of a Penalty Notice is £100 but this is reduced to £60 where prompt payment is received within 14 days of the Penalty Notice being issued.

Failure to pay a Penalty Notice within 30 days will result in further action being taken which may add further administration costs to the Penalty Notice value.

Car Parks

Are there any other ways I can pay for my parking?

Daily and weekly e-tickets and long term permits can be booked in advance on this website.

Scratchcards are available in batches of 10, 20 or 30 days worth of parking. Just scratch off the day, date and month you intend to park and display in your windscreen.

Parking tickets can also be purchased from the pay and display machines within the car parks, station ticket vending machines or station ticket office.

You can now purchase parking using Pay by Mobile when you arrive at the station car park. Simply call 0345 434 8008 from your mobile within 30 minutes of parking, enter the location code displayed within the car park and follow the simple instructions. Payment is made by debit or credit card with the option to store your payment details for future purchases.

You can also pay by SMS by registering for Pay By Phone.

How can I find out useful information about parking facilities at my local station?

This website will provide general information of parking facilities available at your station. Alternatively please call 0330 1235 247.


Further information on stations and other Southeastern services are available at www.southeasternrailway.co.uk. Useful links are also available at www.southeasternrailway.co.uk.


I hold a Blue Badge; where do I park?

Dedicated spaces for blue badge holders are provided at all Southeastern’s car parks operated by Indigo.  The spaces are designed to be in the most accessible parts of the car park and are generously sized to make life easier.

In the event of all the blue badge holder spaces being occupied, a valid blue badge holder may park in any other space by displaying their blue badge. This excludes bays that are restricted to permit holders only and premier parking at Tunbridge Wells.

I hold a Blue Badge; do I have to pay to park?

There is no charge for blue badge holders to park at Southeastern stations subject to the blue badge holder using the railway.

Who can use the season permit holder bays?

A number of car parks carry dedicated parking spaces for season permit holders only before 0930hrs Monday to Friday. These bays are indicated by surface markings and/or signage displaying the restriction.

Within the restricted time period, these dedicated parking spaces can only be used by Indigo parking permit holders displaying a valid permit for the station at which they are parked. For clarification, holders of: daily & weekly tickets, scratchcards, e-tickets or tickets purchased from the station itself are not permitted in these designated parking bays until after 0930hrs Monday to Friday. Outside of this time restriction, anyone displaying a valid ticket, scratchcard or permit may use the bays.

What do I do if a car park Pay and Display machine is not working?

We do our utmost to ensure that the car park pay and display machines are operational at all times. However, if a fault is present on the machine you are using, please use an alternative pay & display machine (where present), the station ticket vending machine or the station ticket office. Alternatively, if you have a smart phone, you can purchase an e-ticket for parking from this site so long as the purchase is made within thirty minutes of parking at the station.

If you do encounter a problem with one of our payment machines then please let us know on 0330 1235 247 or queries@southeasternparking.co.uk and we will arrange an engineer to attend to the problem.

What is the Park Mark scheme?

The Safer Parking Scheme is an initiative of the Associations of Chief Police Officers aimed at reducing crime and the fear of crime in parking facilities.

Safer parking status, Park Mark®, is awarded to parking facilities that have met the requirements of a risk assessment conducted by the Police.

These requirements mean the parking operator has put in place measures that help to deter criminal activity and anti-social behaviour, thereby doing everything they can to prevent crime and reduce the fear of crime in their parking facility.

For customers, using a Park Mark® Safer Parking facility means that the area has been vetted by the Police and has measures in place to create a safe environment.

Southeastern currently has more than half of its car parks formally accredited to the Park Mark standard and are actively working to increase this number.


What are Indigos responsibilities?

Indigo Park Solutions UK Limited are the appointed car park management company for Southeastern. Indigo is responsible for the day-to-day operation of more than ninety station car parks across Southeastern.

Indigo’s core responsibilities are as follows:

• Processing payment for parking
• Keeping the car parks clean
• Patrolling the car parks
• Provision of information in the car parks

Southeastern as the leaseholder and Network Rail as the landlord, also carry various other responsibilities. However, Indigo are always interested in hearing any feedback in relation to the car parks and will pass on issues outside of their control to the relevant parties.

Do the car park pay and display machines take debit and credit cards?

The car park pay and display machines accept Visa, Visa Debit and MasterCard cards for the purchase of weekly tickets. Unfortunately, the car park pay and display machines will not accept any form of card payment for a daily parking ticket. From Autumn 2010, this is being phased out but you can now purchase an e-ticket for parking instead from this site or via your smart phone.

Is the Road Traffic Act 1988 applicable within Southeastern car parks?

No, the Road Traffic Act 1988 is not applicable in Southeastern car parks.  All enforcement activity is carried out under the private conditions of parking as displayed and the Railway Byelaws under Section 219 of the Transport Act 2000.

Why is the Road Traffic Act 1988 not applicable to Southeastern car parks?

Southeastern car parks are deemed as ‘private’ land but are also railway property so the Railway Byelaws under Section 219 of the Transport Act 2000 also apply.

Where would I find a copy of the Railway Byelaws?

The Railway Byelaws under Section 219 of the Transport Act 2000 are a piece of legislation available via all the regular channels for legislative documentation.

How do I pay to park in the Torrington Road Multi-Storey at Tunbridge Wells?

Torrington Road Multi-Storey is managed by Tunbridge Wells Borough Council. Purchases made online entitle you to park in the Torrington Road Multi-Storey car park up unti 10:30am.

Please use the Council Pay and Display Machines after 10:30am at this car park.

A limited amount of parking for rail users is available in the multi-storey car park, please ask at station for further details.

How do I access receipts for my Pay By Phone purchases?

Registered users can access their receipts by logging into the Connect Cashless Parking website. Non-registered customers can access their receipts from the VAT Receipts page on the Connect Cashless Parking website.

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