Customers’ Terms and Conditions

www.vanumove.co.uk is a site operated by VanUmove Ltd., a Limited Company with Offices Registered at 620 Rotherhithe St., 31 Stanton House, London, England, SE16 5DJ (Company number 12646383)

VanUmove offers customers the opportunity to view free quotations from man and van/removal service providers across the United Kingdom.

Customers wishing to use VanUmove`s service acknowledge having read and agreed to the following Terms and Conditions. If you do not agree with these Terms and Conditions, please do not proceed to use the site.

Nothing in these Terms and Conditions shall limit or exclude our liability to you for death or personal injury caused by our negligence or fraudulent misrepresentation or any other liability that may not, under English law, be limited or excluded. Subject to this, in no event shall we be liable to you for any business losses, damages or injuries sustained during any removal related task. Any liability we do have for losses you suffer is strictly limited to reasonably foreseeable losses.

Subject to the liability which we accept above, please note:

We shall not be liable in contract, tort or otherwise howsoever arising out of or in connection with this agreement or use of the website for any indirect loss, consequential loss, loss of profits, data, revenue, business opportunity, anticipated savings, goodwill or reputation.

1.1 Please read these Terms carefully before you place your booking with VanUmove.

These Terms include, but are not limited to, explaining who we are, our services and the services provided by our Partners.

2.1 Use of and access to our website is allowed on a temporary basis only. We will not be liable if, for any reason, the site is unavailable for any period of time. We also reserve the right to amend or withdraw the service we provide on our entire site, or any part of it, without prior notice.

2.2 Customers must be at least 18 years of age to use the VanUmove platform and must provide up-to-date, valid and complete contact information with a valid email address.

2.3 Please be aware that you are responsible for making all arrangements required for you to access the website. You are also responsible for ensuring that all persons accessing the website via your internet connection are aware of and comply with these terms and conditions.

2.4 You may use the website only for lawful purposes and not in any way that is fraudulent, unlawful, or breaches any relevant law or regulation, whether local, national or international.

2.5 You must not knowingly transmit any data or material that contains viruses or any other harmful programs designed to affect the operation of any computer software or hardware adversely.

2.6 You must not duplicate, copy or resell any part of our website in direct contravention of these Terms and Conditions.

2.7 We retain the right to determine whether there has been a breach of our Terms and Conditions through your use of our website, and when a breach has occurred, we may take any action we deem to be appropriate.

2.8 We may revise these Terms and Conditions at any time by amending this page. Please, therefore, check this page from time to time to take notice of any changes as they are binding upon you when they are made. Some of the provisions contained in these Terms and Conditions may also be superseded by notices or provisions published elsewhere on our site.

4.1 We are the owner or the licensee of all intellectual property rights in our website and in the material published on it. Copyright laws are in force, and all such rights are reserved.

4.2 You must not use any part of any material on our website for commercial purposes without obtaining a license to do so from us.

4.3 You may print off one copy and may download extracts of any pages from our site for your personal reference, but you must not modify the paper or digital copies you have printed off or downloaded in any way.

5.1 The jurisdiction of the English courts shall apply in exclusivity over any claim arising from, or related to, a visit to our website. We also retain the right to bring proceedings against you for breach of these Terms and Conditions in your country of residence or any other relevant country.

7.1 We aim to provide a platform where you (“the customer”) and businesses that provide transport services (“service providers”) can find each other. VanUmove does not provide any transport services whatsoever.

7.2 It is up to you to select the transport provider based on the service you require.

8.1 For each transaction, you can, if you wish, rate your service provider by leaving feedback on our site and are permitted to leave one review per booking.

8.2 You are not permitted to threaten your service provider with negative feedback in order to obtain goods or services not included in the initial quote for the job.

8.3 In the event of negative feedback being left for a service provider, VanUmove reserves the right to investigate the circumstances surrounding such feedback, and modify or not publish the feedback if it is deemed to be unfounded negative feedback. This will be done without your prior consent.

9.1 Our site is a free site for customers. A deposit is paid when a service provider is booked by the customer by credit or debit card. The balance is then paid to the service provider in cash after finishing the job. Alternatively, the entire cost of the job can be paid at the outset, with nothing being left due to the driver on completion of the job.

9.2 When booking with us, you are booking for one trip only. If you wish the driver to make more than one trip for you, you are able to either add this into the booking using the 'add stop' option, so that this is factored into the quote you receive. Alternatively, you are able to ask the driver to do this on the day. However, he will charge you his via stop fee for any additional trip, plus a mileage charge for the extra mileage.

9.3 Customers are responsible for paying additional monies if a booking exceeds the time it`s booked for. The driver's half hourly rate for extra time is displayed on the Pick a Driver page under the main quotes, and it`s also specified on the email confirmation you receive on booking. The driver will make you aware when your booking is about to exceed the time booked. At that point, if you confirm that you wish the driver to continue and complete the booking, any additional monies for extra time should be paid in cash to the driver after finishing the job.

9.4 Customers are responsible for paying additional monies if they omit a relevant stair charge from their booking and subsequently require the driver to carry goods up/down the stairs. The stair charge is clearly visible on the route details page, and you are required to make a selection in this regard before proceeding with the booking.

9.5 Customers are responsible for payment of the booking, together with any additional overtime payment, after finishing the booking. Should the drivers be required to wait for that payment, their half hourly rate for the booking will apply for all additional time they are required to wait.

If you cancel your booking more than 48 h prior to your pick-up time, we will refund any card payments in full, less the booking fee, which is the cost to us of processing both the booking and the cancellation. Cancellations made between 48 h and 24 h before the pick-up time will be charged a 35% cancellation fee.

Our cancellation policy applies immediately after the booking is confirmed.

If you cancel your booking within 24 hours of the booking due to start, you will not be refunded any monies that have been paid.

If you choose to change the date-time of your booking and subsequently ask to cancel it at a later date-time, please be aware that it will be cancelled as per the original booking and date.

You are unable to postpone your booking on the same day that it is due to take place, and we do require 24 hrs notice of the postponement of any booking.

If your booking is unable to go ahead due to van size issues or other unforeseen problems which are outside of the driver's control, you will be charged a total amount of a cancellation fee for the booking.

Should anyone wish to cancel a booking due to his driver change, a full refund will be given, which supersedes our standard Cancellation Policy.

If you are not present at the collection address, no person nominated by you is present, and you are not contactable by the driver or by VanUmove, the driver will wait for 50% of the booked time from the designated time of the booking if the booking has been paid in full. If a deposit amount only has been paid, or if the booking is an 'all cash' booking, the driver will wait for 20 minutes from the designated time of the booking. No refund will be made if the driver has attended as booked and waited for the requisite period of time before leaving the booking.

If a driver attends a booking and the customer is not present, no person nominated by the customer is present, and the customer is not contactable by the driver or by VanUmove, the driver must take pictures of the collection/delivery address to evidence attendance. In the event of a subsequent dispute, the driver will rely on his photographic evidence to prove his attendance at the booking.

There are three insurance levels VanUmove drivers are required to hold in order to operate on our system, which are clearly displayed on the prices page of our website and should be read before confirming a booking. These are also outlined below:

11.1 VanUmove Bronze level drivers come with a full and valid UK driving license and motor insurance but do not come with goods in transit or public liability insurance cover. In the event of any damage to your items, property or injury to any persons, VanUmove and the relevant service provider accept no liability for any damage or injuries sustained during the removal related task.

11.2 VanUmove Silver level drivers come with a full and valid UK driving license, goods in transit cover and motor insurance. However, they do not come with public liability insurance cover, so in the event of injury to any persons, VanUmove and the relevant service provider accept no liability for any injury sustained during the removal related task. In the event of any damage or injury to your items, property or persons during the removal related job, you should initially contact the driver, who will advise on how to proceed. Please be aware that Goods in Transit insurance covers property only for damage whilst in transit in the van.

Please remember that any claim for damage carries a £250 excess and our maximum claim per item is £500. The maximum claim per booking is capped at £1,000.

If any individual item to be moved in your booking is worth more than £500 you will appropriately insure the item against loss or damage as our liability and the driver's liability to you is capped.

To discuss Extra insurance for high-value goods, please get in touch with our Customer Service on

073 9533 1535.

Information and other materials posted on our website are not intended to amount to advice upon which reliance should be placed. We disclaim all liability and responsibility arising from any reliance placed on such materials by any user of our website.

It is entirely the customer’s responsibility to choose the correct size vehicle. Our Customer Services Team can give you all the relevant measurements to help you make the right choice, or you can use a detailed van information/van calculator on the booking page.

Suitable parking arrangements for the service provider will be made by you, the customer, at your own expense. These include, but are not limited to, suspended bays, parking permits, width restrictions and parking distances from your premises. You will fully indemnify the service provider if fines or penalties are incurred as a result of your failure to make said arrangements.

It is the customer’s responsibility to pack everything properly (unless packing services are requested). VanUmove does not accept responsibility for damage or breakage caused by poor packing.

It is the customer's responsibility to ensure that all fridge freezers are fully defrosted (VanUmove and its service providers are not liable for their contents), and all other appliances must be completely dry with no residual fluid;

It is the customer's responsibility to ensure that all fridge freezers are fully emptied (so as to lessen the weight) and free from any kitchen casing/unit fitting.

After a fridge or freezer is delivered and put in place, we suggest that it is left for 24 hours to settle before it is powered back on.

It is the customer's responsibility to un-plumb washing machines/dishwashers before our arrival. Service providers on the website are the man and van services and not plumbers. Although they may be prepared to uninstall a washing machine or dishwasher or reinstall a washing machine or dishwasher at your specific request, but they take no responsibility for this. This is done as a goodwill gesture only and is not a service we offer.

It is the customer's responsibility to ensure that that all washing machines/dishwashers are free from any kitchen casing/unit fitting.

Our drivers all carry basic tools, but any special tools required for the disassembly/reassembly of furniture should be provided by the customer.

Unless this service has been requested on the Additional Services booking page, it is the customer’s responsibility to dismantle items before our arrival. This is to include any unit, system, furniture or beds.

It is the customer’s responsibility to make sure that all items are able to be moved into the new property (for example, wardrobe, bed, sofa etc.). We are not insured for removing any windows or making new entrances to the property.

If any delay is caused by the customer (e.g. everything is not packed, waiting for keys, incorrect address, etc.), our service providers reserve the right to add an extra cost to the final bill.

If the customer wants to change the pick-up time to a confirmed booking, we cannot guarantee availability, so please contact the service provider directly. The service provider’s contact details can be found in the confirmation email.

It is the customer's responsibility to check and ensure that the interior of the van is empty of all goods before the van leaves the final address listed on the booking, and the booking is then concluded.

We are not responsible for items left in the van, and you agree that you are liable for any costs incurred by the service provider in returning your items after a booking has been completed.

No abuse will be tolerated to our drivers or staff.

If the driver is forced to terminate a job because of abuse from a customer, the customer will still be charged in full.

We retain the right to cancel a booking in the event that the customer is abusive to our staff.

The customer will be required to liaise with the service provider directly.

If you require the driver to attend your local recycling centre, it is your responsibility to check with the centre you intend to use that a waste disposal licence is not required. In general, our drivers will not carry these. Also, please check if there will be an additional fee for the van entering and using the centre's facilities, as you will be responsible for this charge.

Please note: If you require the driver to dispose of garden waste at a recycling centre, the waste will need to be bagged up, so it can be disposed of without dirtying the van's interior.

Customers can travel in the van with the driver. Spare seats are based on your van size selection and the number of helpers you have requested. The number of seats available will be confirmed on the booking quote. You are not charged extra to travel in the van, and this service is offered as a courtesy by the service provider.

If you accompany the driver, you acknowledge and agree that this does not constitute a private hire or taxi service, and you travel entirely at your own risk.

To ensure certain standards, service providers are vetted before they are onboarded onto our platform. However, we do not accept liability for a driver's appearance; smoking; driving ability; manner of driving, nor the use of inappropriate language.

In addition, if a service provider feels that a customer has been in any way rude or abusive to him, he is not compelled to carry that passenger in his van. In no way does travelling in the van constitute a private hire, and the van's cab does not constitute a public area. Therefore please be aware that no smoking rules do not apply.

No refund will be given for complaints relating to you or any person travelling with the driver. We strongly recommend that you make your travel arrangements as the driver is only required to complete the booking by moving your goods.

Please note: The driver will not provide child car safety seats for any children who wish to travel in the van with an accompanying adult. If a customer needs a child car safety seat for a child travelling during the booking, the customer will need to provide this.

All quotes provided on the website are exclusive of ferry costs (if applicable). Any such costs will need to be sourced by the customer and remain the responsibility of the customer. The customer is also responsible for the ferry cost of the van's return journey.

Please note that our drivers have a stair charge if you require them to carry your goods up or down any flights of stairs during your booking. For this reason, when you book with us, you are asked to select if there are stairs at either collection or delivery address, and if so, how many flights. You are provided with a drop-down box to select how many flights there are at each address, and a flight is classed as anything 5 or more consecutive steps.

16.2 By using our website, you warrant that all information provided by you is up-to-date and accurate.

* when arranging service providers to carry out your move physically and to provide the services expressly stated as the obligations of VanUmove in these terms;

* to process your payment for the services;

* as you agreed upon booking with us, to give you information about similar services that we provide;

Even if we are not responsible, we will always try and help if something goes wrong with your booking. All complaints should be made in writing via email to info@vanumove.co.uk.

We will do everything we reasonably can to carry out our side of this agreement, but there may be times when we cannot perform our obligations because:

19.1 We reserve the right to impose immediate temporary or permanent withdrawal of your right to use our website.

19.2 We reserve the right, upon non-payment to a service provider, to register your details with various blacklists and credit reference agencies.

19.3 Service providers have the right to hold your goods (lien) until all money owed under the contract you have with them, including applicable interest, has been paid. This includes costs incurred for storage and legal costs.

19.4 If full payment of any monies owed by you to the service provider is not received within 28 days, we shall be entitled to sell the goods or deal with them as we think reasonable and apply any proceeds towards our costs incurred and the outstanding money owed.

19.5 We also reserve the right to disclose any information to law enforcement authorities as we deem appropriate.

19.6 We do not accept Paypal/bank chargebacks and in the event of such, will pursue legal enforcement to reclaim our fee.

23.1 There is a 2-hour minimum charge on all bookings. After the first 2 hours, our service providers charge every half hour thereafter at their respective half hourly rate (service providers’ half hourly charges are displayed on the Pick a Driver page under the main quotes).

23.2 No time will be refunded under any circumstances for any hours booked irrespective of how many hours have been used. When booking a driver, you automatically block out his calendar for the period of time you book for, and he is unable to take on any further bookings for that time period. He will therefore expect to receive full payment for that booked time.

23.3 There is no refund for via stops not used. When booking a driver, you automatically block out his calendar for the period of time you book for, and he is unable to take on any further bookings for that time period. He will therefore expect to receive full payment for that booked time.

23.4 If you need to change the date & time of your booking and the driver is unavailable for the updated time, VanUmove will always try to reallocate you to a new service provider for the same price.

23.5 In the rare event VanUmove cannot reallocate you with a new driver, we will provide you with an updated quote from a driver who is available for the new time.

23.6 In order to be fully refunded for your first booking, you will need to book the new updated quote.

23.7 Failure to re-book will mean your deposit amount is non-refundable.

24.1 From 15.08.2021, the Congestion Charge will increase to £15.00 and operates 7 days a week (national holidays excluded) between 07:00 am - 6:00 pm weekdays 12:00 pm - 6:00 pm weekends. The Congestion Charge is added to the online quotes if your move either begins or ends inside the Congestion Zone. A clear warning and choice to (‘tick’) included or (‘untick’) not included in a price is given on the drivers' quotes to inform you that your move will incur the Congestion Charge prior to booking.

In case your move starts or finishes in the Congestion Charge zone and was not included in the quotation price, the extra amount of £15 Congestion charge will apply paid directly to a driver.

24.2 If your booking starts or finishes in the ULEZ that operates 24 hours a day, seven days a week, all year round and the service provider's vehicle registration is September 2016 16` plate or older, the Central London £12.50 Ultra Low Emission Zone (ULEZ) charge will also apply. Vehicles with a '66 plated` and newer are exempt from the ULEZ.

25.1 All of our service providers do their very best to be on time, but there may be delays caused by circumstances out of our control (for example, weather, traffic, etc.).

25.2 We do not accept responsibility for any customer losses due to out of our control pick-up/delivery delays.

25.3 In the event of a delay, you will be contacted prior to your pick up time by the man and van driver or removal service and kept up to date with an estimated time of arrival.

26.1 If VanUmove is unable to find a service provider who will undertake the service, or such service provider decides not to accept your booking, you will be notified as soon as possible in writing or by telephone. VanUmove will use its reasonable endeavours to try and find another service provider to undertake the booking.

26.2 If for any reason your original driver is unable to complete your booking, we undertake to find you a replacement service to honour your booking.

26.3 By booking with us, you accept that you may incur a driver change.

29.1 We do not accept responsibility for damaged or lost property once the job is complete and payment is made.

29.2 In the unlikely event of any damage to your items, we have strict conditions placed on us by our insurance company. All damage or loss must be reported within 24 hours of the completion of your booking. In the event that damage is reported to us, corroborating pictures of the damage should be supplied within 72 hours of the booking taking place, failing which a damage complaint cannot be processed.

29.3 In the event that a customer is expressly advised that a specialist mover/service should be booked for their move, no liability will be accepted for damage to goods/property should the customer decide to proceed with the booking in any event.

29.4 In the event that a customer is expressly advised that items should be dismantled prior to the move, no liability will be accepted for damage to goods/property should the customer decide to proceed with the booking without following said advice.

29.5 If reporting damage to goods which have been placed in storage and which only becomes evident on the goods being removed from storage, proof must be submitted that no third party has had access to the storage unit in the intervening period. This can be obtained on request from the storage unit Manager.

29.6 If reporting missing goods which have been placed in storage and which only becomes evident on the goods being removed from storage, proof must be submitted that no third party has had access to the storage unit in the intervening period. This can be obtained on request from the storage unit Manager.

29.7 It is essential that you have original dated photos of the item(s) concerned. Please note that any damage claims made after the 24 hour period expires will not be considered.

29.8 Any estimates in relation to replacement/repair of damaged goods or property must be provided within 28 days of the move date. Estimates provided beyond this time cannot be considered.

29.9 The service provider will not be held liable for damage if it is determined that your goods were already damaged or had an inherent defect.

29.10 In the event that the driver is assisted in a booking by a customer or other third party provided by the customer, the driver shall not be held solely liable for damage caused to goods or property. If a booking is booked as 'no help required', we cannot assist with any claim for damage.

29.11 Please note that without photographic evidence that goods were undamaged prior to your move, we are unable to compensate for scratched furniture, walls or flooring. (This is due to the difficulty in assigning liability for such damage in the absence of definitive proof).

29.12 We are unable to process a damage complaint for any communal area in a property. This is due to the communal nature of usage and the difficulty in assigning responsibility for the damage.

29.13 No complaint will be considered if the booking has not been paid in full.

29.14 No complaint will be considered if raised more than 7 days from the date of the booking.

29.15 If multiple bookings have been made by a customer and any of those bookings remains unpaid in full. No complaint can be considered on any subsequent booking until that debt has been discharged.

29.16 Any complaint under investigation will be considered void if the customer fails to respond to correspondence from us for a period in excess of 14 days.

29.17 Any refund offer expires if not accepted within 14 days of the date that it was first offered.

29.18 Your driver may ask you to sign a disclaimer if he feels your items are either not protected adequately or could be damaged in the move for other reasons which are beyond his control. Please remember that any claim for damage carries a £250 excess and our maximum claim per item is £500. The maximum claim per booking is capped at £1,000. To discuss Extra insurance for high-value goods, please get in touch with our Customer Service on

29.19 By using the platform, you agree that our liability to you is capped at £1,000 per booking. If you accept any cash compensation paid by the driver in relation to your booking, your acceptance will be in full and final settlement of any and all claims you may have for that booking against both the service provider and VanUmove Ltd.

29.20 Damage to Marble Goods and countertops

Marble goods, for example, tables or countertops, will need to be protected by you prior to the booking. Although all drivers carry blankets, straps and a trolley as standard to move and protect your goods, marble is particularly fragile by nature and is liable to cracking and breaking due to sheer weight when moving. Over time, marble's integrity is compromised, and it will be vulnerable to damage, even with the most careful moving techniques.

29.21 Ikea/Argos Like products

Please note that VanUmove and its drivers will not take any responsibility for any damage or breakages involving any Ikea or Argos products of any type. This is due to the poor standard of construction and the one-off build design of their products. Flatpack furniture of any kind should not be disassembled as this can weaken the item and cause damage during transport. (If you are unsure if the type of product is covered, please email customer services Info@vanumove.co.uk)

* backlight 'bleeding';

* colour banding or bleeding;

* clouding of the screen; or

* pixel damage.

Due to the sensitive nature of televisions/computer equipment, without clear evidence of external damage, it is impossible to prove who caused any internal damage.

29.23 Damage to Motorbikes/Motorcycles

Please note that VanUmove and its drivers are not specialist motorbike/motorcycle movers and can therefore not take responsibility for damage caused to a motorbike/motorcycle during a removal. Motorbikes/motorcycles should be moved by a specialist motorbike/motorcycle mover due to the bulk, weight and awkwardness of the item. Although a driver will be prepared to move a motorbike/motorcycle on a customer's express instruction, no liability is accepted for any resultant damage. It is also a requirement that the driver is given prior notice, either via notes in the booking process or verbally prior to the move, that the move will involve moving a motorbike/motorcycle.

29.24 Damage to Pianos (resultant damage to property)

All service providers select their logo or picture when registering with VanUmove.

The customer agrees that within English law, no complaints or testimonials on any platform may be left against either the company or service provider if the complaint is clearly covered within our Terms and Conditions. The customer also agrees that a complaint or claim should be made, and they allow a good time for the company or service provider to answer the complaint or claim.

The customer agrees that should VanUmove be unable to ascertain the truth behind a matter that the customer agrees to any moderation that the companies deems necessary to settle the claim.

VanUmove operates a fair and robust complaints procedure and will do everything in our power to resolve any complaint. By confirming a booking with us, the customer agrees that no outside negative third party feedback will be left against VanUmove until a period of 14 days has elapsed since the complaint was first brought to our attention in writing via email.

In breach of these Terms & Conditions, we reserve the right to charge an administration fee via the payment method first used on the booking to deal with the matter and confirm that this shall not exceed £400.

VanUmove is a comparison platform designed to connect customers to service providers, and as such, any contract that exists does so between the customer and the service provider.

No complaint will be considered if raised more than 7 days from the date of the booking.

VanUmove offer man and van/removal drivers across the UK the chance to have their quotes appear live online for customers to book instantly. Removal drivers wishing to use VanUmove's service acknowledge having read and agreed to the following Terms and Conditions:

Nothing in these Terms and Conditions shall limit or exclude our liability to you for death or personal injury caused by our negligence or fraudulent misrepresentation. Any other liability that may not be under English law be limited or excluded. Subject to this, in no event shall we be liable to you for any business losses, damages or injuries sustained during any man and van removal related task. Any liability we do have for losses you suffer is strictly limited to reasonably foreseeable losses.

The term "VanUmove", "us" or "we" refers to the owner of the website whose address is 620 Rotherhithe St., 31 Stanton House, London, England, SE16 5DJ.

The term "VanUmove", "removal driver", "service provider" or "you" refers to drivers receiving confirmed bookings from VanUmove's online booking platform.

As a condition to using our online booking platform, you must register your contact details to obtain a user's account with us. Take care to ensure that these details are accurate and true and are kept up-to-date for as long as you are an active driver on our system.

We have the right to change any user name or identification password, whether chosen by you or allocated by us, at any time, if in our opinion, that user name is identifiable by customers independent of the VanUmove platform enabling said customers to book the service provider directly.

You will be asked to agree to these Terms and Conditions before you can complete the driver sign-up process.

We may update our Terms and Conditions at any time without notice, and you agree that you will comply with said Terms and Conditions or remove yourself from the VanUmove platform within 7 days of the update.

Please note that Removal Drivers/Drivers are subject to sections of our main Terms and Conditions. We recommend you take note of the Intellectual Property Section. Please also note as part of our privacy policy and non-disclosure policy that drivers agree upon joining that no third-party reviews will be made about the driver's profile for a period of 1 year if the driver decides to leave or is removed from the system.

You may not use our site to reproduce, duplicate, copy or re-sell any part of it in contravention with the provision of these terms.

VanUmove reserves the right to terminate this agreement with immediate effect and without the requirement to provide the removal driver with a reason.

1.1 VanUmove will accept confirmed bookings within the geographical postcode areas chosen by the removal driver/service provider when signing up.

1.2 If a driver does not accept a confirmed booking which is then reallocated but still attends and arrives before the new driver, the original driver can be debited any money owed to him used to compensate the new driver who has attended the collection address.

1.3 If a driver fails to update the calendar inside the availability section of his account and wins a confirmed booking which he cannot attend, the driver can be debited any monies owed to them for the customer's refund amount, updated price fee amount, rejection fee amount and also a non-fixed administration fee amount for our time spent recovering the booking.

1.4 If a driver does not accept a confirmed booking which is then reallocated but still attends and arrives at the collection address after the new driver, the original driver will not be compensated for attending.

1.5 If a driver confirmed booking and then does not answer his phone, the driver can be debited any monies owed to them for the customer's refund amount, updated price fee amount, rejection fee amount and also a non-fixed administration fee amount for our time spent recovering the booking.

1.6 If a driver wins a booking and then turns his phone off, the driver can be debited any monies owed to them for the customer's refund amount, updated price fee, rejection fee and also a non-fixed administration fee for our time spent recovering the booking.

1.7 If a driver confirmed the booking and then retrospectively makes himself unavailable on his calendar, the driver can be debited any monies owed to them for the customer's refund amount, updated price fee amount, rejection fee amount and also a non-fixed administration fee amount for our time spent recovering the booking.

3.1 Service providers may cancel their account at any time in writing to info@vanumove.co.uk, and pause requests will be processed and actioned within one working day of receipt.

3.2 If a customer cancels their booking more than (48) hours prior to the agreed time, VanUmove will refund the customer any money paid in advance. If the customer cancels their booking within 2 h hours prior to the booked time slot, then if the booking was made in full by card, the driver gets 65%; if only a deposit were paid, then the driver gets 65% of the deposit amount.

5.1 If you are delayed/late to a booking, the customer must be contacted prior to the arranged pick up time and kept up-to-date with regular estimated arrival time. If the delay is more than 60 minutes, VanUmove must also be called.

6.1 In the event you cannot cover a booking you was booked for and accepted, you must contact VanUmove. Failure to make contact and not attending the booking will result in the driver's account being suspended and reviewed.

6.2 If the customer needs a bigger van than they have ordered, you must contact VanUmove before adding charges. Reports of random overcharging will result in the driver's account being suspended and reviewed.

VanUmove does not charge customers to travel in the van and advertise this on the website. Reports of overcharging the customer to travel in the van will result in the driver's account being suspended and reviewed.

8.1 If a booking starts or finishes in the congestion zone 7 days a week (national holidays excluded) between 07:00 am - 6:00 pm weekdays 12:00 pm - 6:00 pm weekends and it was not included in the online quote, then you must inform the customer before entering the zone that there is a £15 additional charge that will need to be paid in cash at the end of the move. If the charge was included in the online quote or the customer was charged more than £15 to enter the zone, the report will result in the driver's account being suspended and reviewed.

8.2 If a booking starts or finishes in the ULEZ zone 24/7 (national holidays included) and your vehicle is older than September 2016 66' plates, or for some reason, it was not included in the online quote, then you must inform the customer before entering the ULEZ zone that there is a £12.50 additional charge that will need to be paid in cash at the end of the move. If the charge was included in the online quote or the customer was charged more than £12.50 to enter the zone, the report will result in the driver's account being suspended and reviewed.

8.3 We do inform customers in our Terms and Conditions, FAQs and email confirmations that there is an additional charge for drivers to enter the congestion zone during active times.

9.1 Service providers must carry on their vans at all times a minimum of the following:

• five blankets

Failure to attend bookings without these items will result in the service provider's account being placed on hold and under review.

10.1 Removal drivers/ service providers must offer the customer either a paper or electronic receipt on completion of the job.

11.1 The service provider acknowledges that by confirming their email address during the registration process, they confirm this is a valid email address for all future confirmed bookings.

11.2 Service providers can correct any input errors entered when signing up by going to the profile section of their account.

14.1 We may deactivate an account at any time if we suspect you have not complied with these Terms and Conditions; in the event of abusive or threatening behaviour or if we think the security of the VanUmove website is at risk.

If you breach or are suspected of breaching these Terms and Conditions, we will take the following disciplinary steps:

16.1 If a driver cannot attend an accepted booking, you need to give VanUmove a minimum of 60 minutes verbal notice before the booking is due to start, or the driver can be debited any monies owed to them for the customer's refund amount, updated price fee amount, rejection fee amount and also a non-fixed administration fee amount for our time spent recovering the booking.

17.1 If a driver responds to a job offer email with his expected time of arrival and is then late by 60 minutes or more, the driver can be debited any monies owed to them for the customer's refund amount, updated price fee amount, rejection fee amount and also a non-fixed administration fee amount for our time spent recovering the booking.

17.2 If a driver is more than 60 minutes late to a collection address and has not called VanUmove to inform them, the driver can be debited any account money owed to cover the customer's refund amount, updated price fee amount, rejection fee amount and also a non-fixed administration fee amount for our time spent recovering the booking.

17.3 If a driver is delayed more than 1 hour to a booking, the customer is due a partial refund for this lateness as per our standard refund policy. Please see below:

Up to 1 hour late - Your patience is appreciated

1 – 1.5 hours late - 10% refund

1.5 – 2 hours late - 15% refund

2 – 3 hours late - 20% refund

Next day reschedule - 35% refund

18.1 If your van has broken down and you cannot get to your bookings, you must contact VanUmove. Failure to make contact and not attending the booking will result in the driver's account being suspended and reviewed.

18.2 If your van breaks down en route to a collection address, you must contact VanUmove immediately and send us visual proof of the breakdown and also the receipt for the van's repair once complete, or the driver can be debited any monies owed to them for the customer's refund amount, updated price fee amount, rejection fee amount and also a non-fixed administration fee amount for our time spent recovering the booking.

19.1 If a driver does not accept or reject a booking within the set time limit, it will be relocated to a Hot jobs Pool. The driver can be debited any monies owed to them for the customer's refund amount, updated price fee amount, rejection fee amount and also a non-fixed administration fee amount for our time spent recovering the booking.

19.2 If a driver accepts a live job offer and then rejects it again, the driver can be debited any monies owed to them for the customer's refund amount, updated price fee amount, rejection fee amount and also a non-fixed administration fee amount for our time spent recovering the booking.

20.1 If a driver attends a driver + 1 helper booking on his own, the driver can be debited any monies owed to them for the customer's refund amount, updated price fee amount, rejection fee amount and also a non-fixed administration fee amount for our time spent recovering the booking.

20.2 If a driver attends a driver help booking with other people with him, the driver can be debited any monies owed to them for the customer's refund amount, customer's transport costs amount, updated price fee amount, rejection fee amount and also a non-fixed administration fee amount for our time spent recovering the booking.

25.1 Bookings received from VanUmove are exclusive of VAT.

25.2 If the driver requests VanUmove to resend all of their financial records via email, we retain the right to charge the driver £30.00 to cover the administration costs involved to do this.

25.3 If VanUmove is requested to take any payments for additional time or updated prices by phone, we will retain 35% of the total value to cover our payment processing fees and administrative costs.

26.1 In the event of a customer instituting a chargeback of their payment via their payment provider, we undertake to contest such chargeback. Payment cannot be made to the driver until the chargeback dispute is resolved and the money returned. In the event that the chargeback is not reversed, we are unable to make payment to the driver.

31.1 VanUmove expects drivers to conduct themselves in a professional manner at all times.

33.1 When a complaint is made regarding damaged customer items, we retain the right to hold any monies owed to the driver until the claim is settled. If a driver does not resolve the complaint to VanUmove's or the customer's satisfaction, we retain the right to settle the claim from any monies owed to the driver who will incur an administration fee for our time spent resolving this issue when the driver is deemed to be at fault.

33.2 If a customer complaint is under investigation or a driver's account is on hold and under review, we retain the right to hold any monies owed to the driver until the outcome of the investigation is complete. Drivers can incur an administration fee for our time spent investigating a complaint or reviewing a driver's account.

33.3 We will inform a driver via email of any complaint submitted by a customer. We allow 7 working days from that initial email for the driver to respond to the complaint. If no response is received from the driver, we will send a second chasing email. In the event of further non-response from the driver, after 7 working days of him being notified of the complaint, the complaint will be resolved by VanUmove on behalf of the driver.

34.1 It is the responsibility of the driver to complete any booking professionally and to completion to the satisfaction of the customer. It is also the driver's responsibility to ensure that they are physically fit enough to complete a removal booking before beginning.

34.2 Service providers are responsible for the collection of monies owed at the conclusion of a job and also payment of all VAT associated with the provision of services to the customer. VanUmove is a trading name of VanUmove, company number 12646383.