Book Any Van

PLEASE READ THESE TERMS AND CONDITIONS CAREFULLY BEFORE BOOKING ANY JOB ON OUR PLATFORM.

These Terms form a binding contract as soon as a Driver is allocated to a Job via the Book Any Van Platform.

1. Definitions

For the purposes of these Terms:

Customer means any individual or organisation booking a Job through the Book Any Van Platform.
Driver means any driver allocated to a Job via the Book Any Van Platform.
Job means the transport of Item(s), including house removals, booked by the Customer through the Book Any Van Platform, from a specific pick-up location to a specific drop-off location.
Item(s) means any goods, possessions, or property which the Customer books to be moved under a Job.
Platform means the Book Any Van website and the mobile application provided by Book Any Van.
Support Team means Book Any Van’s customer support service, available through Instant Support on the Platform, by email at support@bookanyvan.co.uk, by phone on (+44)1615435919, or through official social media channels.

2. Parties and Contracts

The Customer can book a Job through the Book Any Van Platform by providing all required information: pick-up and drop-off addressees, Item(s), van size, number of helpers, floors, date and time, and any other booking details.
The Customer may also contact the Book Any Van Support Team for help completing a booking.
The Customer must provide complete and accurate details. Bookings will be carried out according to the information provided.
The Customer must package Item(s) carefully to withstand handling and short drops. Fragile Item(s) must be clearly marked.
All Item(s) to be moved must be declared. Any extra or unmentioned Item(s), additional trips, or extended booking hours will result in additional charges, payable during the move. Failure to make such payment when requested may cause delays in completing the Job.
A binding contract for the Job is formed between the Customer and Book Any Van when a Driver is allocated. Book Any Van uses independent Drivers as subcontractors to perform the services on its behalf.
The Job is considered to have commenced once a Driver is allocated to the booking. The Driver will then confirm when they are on their way to the pick-up location, at which point the operational phase of the Job begins.
Book Any Van Support Team will continuously monitor and assist both Customers and Drivers. Drivers are required to update the Job status in the Platform at each stage (On Route, Arrived, Loaded and Waiting to Drop Off, Completed), with Customers receiving an automatic email notification each time to stay informed of progress and any potential delays.
The Customer may contact the Driver directly or via Book Any Van Support Team.
Eligibility for refunds or cancellations in the event of delays or unsolvable problems is governed by Section 3 – Booking Changes and Cancellations.
The Job is considered completed when the Driver swipes to the final Job status at the drop-off location and confirms this with the Support Team.
Book Any Van reserves the right to reassign or cancel Jobs in cases of non-performance or risk to service quality.

3. Booking Changes and Cancellations

The Customer may change their booking up to 23:59 hours on the day before the scheduled Job via the link in the confirmation email.
If changes cannot be made via the link, the Customer should contact the Support Team using one of the following methods: by phone on (+44)1615435919 (08:00 - 16:00, 7 days a week) or by email at support@bookanyvan.co.uk.
Under UK consumer law, the Customer has a legal right to cancel a booking within 14 days of making it (“cooling-off period”), provided the service has not yet started. However, by confirming a booking on the Platform, the Customer request immediate performance of services, including allocating a Driver and reserving the Job slot. Once this process has started, the right to cancel during the cooling-off period no longer applies.
Bookings cancelled more than 24 hours before the scheduled pick-up time will receive a full refund.
Bookings cancelled less than 24 hours before the scheduled pick-up time are non-refundable. The Customer may, however, request to reschedule the Job to a new date and time.
The Customer is responsible for ensuring that all Item(s) are properly prepared and packed in accordance with Appendix 2 – Good Moves (Customer Responsibilities), as failure to do so may affect eligibility for refunds or changes.
Except for cancellations as set out above, refunds shall only be granted where the failure to perform the Job is solely and directly attributable to Book Any Van or its Driver. Customers may be entitled to a full refund if the Job cannot be carried out due to a failure caused exclusively by Book Any Van or its Driver, provided legitimate proof of the issue is submitted to Book Any Van Support Team. No refund shall be available in cases arising from the Customer’s failure to prepare, pack, provide access, arrange parking, or otherwise comply with these Terms. Refunds are also not available for delays or failures caused by circumstances outside of Book Any Van’s or the Driver’s reasonable control as stated in section 9. Force Majeure/Unforeseeable Circumstances.
Refunds will be processed using the original payment method unless otherwise agreed.

4. Charges and Payment

All payments must be made through the Book Any Van Platform in accordance with these Terms and Conditions.
No payment should be made directly by or on behalf of the Customer to the Driver, nor shall any payment be accepted by or on behalf of the Driver from the Customer.
Your quotation covers only the transport and services specifically agreed at the time of booking. Additional costs that may arise during the Job, such as congestion charges, parking fees, ferry or overseas travel costs, storage, municipal waste fees, or debt collection costs, are not included in the quoted price and remain the responsibility of the Customer. Examples of such charges can be found in Appendix 1.

5. Liability

In case of loss or damage to the Customer’s Item(s), the Customer must report this to the Support Team within 24 hours of delivery, including photographic evidence if available, to assess the issue and estimate repair or compensation.
Failure to notify Book Any Van of loss or damage within 24 hours from delivery may limit the Customer’s right to compensation.
All Jobs are covered by Goods in Transit Insurance held by the allocated Driver. Book Any Van requires all Drivers engaged through the Platform to maintain valid Goods in Transit Insurance and Public Liability Insurance. Book Any Van remains responsible to the Customer for ensuring that such cover is in place and for the proper performance of the Job.
Liability for direct loss or damage to Item(s) while in transit shall not exceed the level of cover provided under the applicable Goods in Transit Insurance policy.
Where such Goods in Transit Insurance does not respond, liability shall be limited to a maximum of the equivalent of the charges paid in relation to the relevant Job.
The Customer must declare any Item valued above £300 prior to the Job. If high-value Items are not declared, Book Any Van may limit compensation to the standard liability cap.
Nothing in these Terms and Conditions excludes or limits liability for death or personal injury caused by negligence, for fraud or fraudulent misrepresentation, or for any other liability which cannot legally be limited or excluded.

6. Complaints and Dispute Resolution

Complaints and feedback can be submitted via email at support@bookanyvan.co.uk or by leaving a review directly on the website.
In the event of an urgent issue, such as a major accident, injury, or immediate risk of damage to Item(s), the Customer should contact Book Any Van immediately by phone on (+44)1615435919. Prompt reporting ensures we can provide timely assistance and coordinate with the Driver to mitigate further risk or damage.
Customer must cooperate fully with Book Any Van’s dispute resolution process. Failure to provide requested information may limit eligibility for refunds or claims.
For detailed dispute procedures, see Appendix 3 – Dispute Resolution Policy.

7. Which Country’s Laws Apply?

These Terms are governed by English law, and disputes will be subject to the exclusive jurisdiction of the courts of England.

8. Other Important Terms

The Platform is intended for use within the United Kingdom. Access from other jurisdictions is at the Customer’s own risk.
Nothing in these Terms and Conditions creates or shall be deemed to create a joint-venture, partnership, or agency relationship between the Customer, the Driver, and/or Book Any Van.
The Customers may not transfer their rights or obligations under these Terms and Conditions.
If any provision of these Terms and Conditions (or part of any provision) is or becomes illegal, invalid, or unenforceable, the legality, validity, and enforceability of any other provision of these Terms and Conditions will not be affected.
If either party breaches these Terms and Conditions and the non-breaching party takes no action, the non-breaching party will still be entitled to use its rights and remedies in any other situation where there is a further breach of these Terms and Conditions.
These Terms and Conditions do not confer any rights under the Contracts (Rights of Third Parties) Act 1999.

9. Force Majeure/Unforeseeable Circumstances

No party shall be held liable for any delay, failure, or inability to perform a Job caused by events beyond reasonable control, including but not limited to natural disasters, strikes, industrial disputes, traffic accidents, traffic congestion, epidemics, pandemics, or other emergencies.
Liability under these Terms does not extend to any loss, damage or failure to perform which results directly or indirectly from, or in connection with, any of the following, regardless of any other contributory cause or event:

a) War, invasion, act of foreign enemy, hostilities or a warlike operation or operations (whether war be declared or not), civil war, rebellion, revolution, riot, insurrection, civil commotion assuming the proportions of or amounting to an uprising, military or usurped power.

b) Terrorism which is defined as any act or acts including, but not limited to, the use or threat of force or violence or harm or damage to life or property (or the threat of such harm or damage) including but not limited to harm or damage by nuclear, chemical, biological or radioactive means, caused or occasioned by any person or group of persons, or so claimed, in whole or in part for political, religious, ideological or similar purpose.

c) Any action taken in controlling, preventing, suppressing, or in any way relating to (a) or (b) above.

In such cases, the Customer will be informed of possible changes in schedule or additional charges, if applicable.

10. Data Protection

Book Any Van processes personal data of Customers in accordance with UK GDPR, the Data Protection Act 2018, and its Privacy Policy available on our website.
Personal data is collected and used solely to manage and perform the Job, communicate about bookings, or issues, resolve disputes, and process payments, and is not shared with third parties other than where required for the Job or by law.
Book Any Van implements appropriate technical and organisational measures to protect personal data against unauthorised access, loss, or misuse.

11. Code of Conduct

All parties using the Book Any Van Platform must:

Communicate professionally and courteously at all times.
Provide accurate and complete information about the Job (pick-up/drop-off addresses, Items, access, parking, special requirements).
Arrive on time at the agreed pick-up and drop-off locations.
Handle all Items with care, including those marked as fragile.
Keep Customers, Drivers, and the Support Team informed of any delays or issues.
Make all payments through the Platform.
Treat all personal data as confidential and use it only for the purposes of completing the Job.
Comply with all applicable laws, including those relating to prohibited or hazardous items.

Appendix 1 – Examples of Additional Fees:

The following additional costs are not included in the quotation and shall be the sole responsibility of the Customer if required during the course of the service.

Fee	Payment/Responsibility
Road Tolls and Zone Charges	Including toll roads, congestion charges, clean air zone charges or similar fees. These are not included in the quotation and must be paid separately by the Customer when incurred.
Parking Fees	Any parking fees at collection, delivery, or during transit are the Customer’s responsibility. The Customer must arrange and pay for parking. If the Driver incurs parking fines due to inadequate arrangements, the Customer will be charged the full cost of the fine.
Ferry Crossing	Ferry charges required to complete the Job are not included in the quotation and, if necessary, must be paid separately by the Customer when incurred.
Eurostar Travel	Eurostar travel costs required to complete the Job are not included in the quotation and, if necessary, must be paid separately by the Customer when incurred.
Overseas Travel	Overseas travel costs (including, but not limited to, toll roads, customs clearance fees, or other applicable charges) are not included in the quotation and, if necessary, must be paid separately by the Customer when incurred.
Storage	If a Driver is unable to complete the Job because of Customer responsibilities (e.g. not being present at the delivery location, providing an incorrect delivery location, or failing to provide an access code), the Driver may keep the Item(s) for as long as necessary to complete the Job, or return the Item(s) to the collection point. Any storage, return costs, additional time required to complete the delivery, the cost of the Driver securing the Item(s) until delivery will be charged to the Customer.
Municipal Waste Fees	Municipal waste or recycling facility charges required to complete the Job are not included in the quotation and, if necessary, must be paid separately by the Customer when incurred.
Debt Collection Costs	If payment cannot be collected (e.g. frozen or cancelled card), Book Any Van may instruct a third party to collect the debt owed. The Customer will be liable for the reasonable costs of recovery using a third-party debt collection agent or through the courts.

- All such additional costs, including, but not limited to those listed above, are not included in the quoted price and must be paid separately by the Customer when incurred.
- These costs are the sole responsibility of the Customer and must be settled promptly at the time they arise.
- Drivers are not required to advance or cover these costs on behalf of the Customer.
- Failure of the Customer to settle these charges may result in service delays, refusal to proceed, or cancellation of the booking without refund.

Appendix 2 – Good Moves (Customer Responsibilities)

Legal Notice: This Appendix 2 is part of these Terms and Conditions and is legally binding. It is written in a user-friendly style for clarity, but all obligations here have the same effect as those in the main Terms.

1. Packing Item(s)

· You are responsible for packing all Item(s) so that they can be transported safely without damage to the Item(s) or injury to the Driver. Everything must be packed before the Job date.

· If You are unsure how to pack something correctly, You can find video guides and articles on the Internet or on our social media channels, or You can contact us for advice by email at support@bookanyvan.co.uk.

2. Preparation

· You must be present at the collection address with Your Item(s) ready to go at the agreed time.

· If you are not present when the Driver arrives, the Driver will wait up to 45 minutes. After this period, the Job may be cancelled, and no refund will be issued.

· If a Driver arrives and Your Item(s) are not ready to be loaded, the Driver will wait up to 15 minutes at no extra cost. After that, waiting time may be charged at the standard hourly rate published on the Platform, or the Job may be cancelled if the delay prevents the Driver from completing other scheduled work. If the Job is cancelled because the Item(s) were not ready, no refund will be issued.

· We recommend that You take a photo of each Item included in Your Job before it is moved so that You can easily show us if any Item was damaged in transit.

3. Special Item(s)

· Every Job is important to us and some Item(s) need extra care and attention, or Your Driver may not be able to complete Your Job. If any of the following Item(s) described in this Appendix 2 are included in Your Job, then You agree to terms set out below.

Item	Packing/Moving requirements
The Weird, Fragile	We get asked to arrange Drivers to move a wide range of Item(s), but there are some Item(s) Drivers will not move including anything illegal, certain animals, or hazardous materials. If You have Item(s) You want to move but did not tell us about them when You booked Your Job, then we cannot guarantee that the Driver will take these Item(s). If You are in doubt, contact us by email at support@bookanyvan.co.uk.
Items that Must be Dismantled Before Moving	If You need to move an Item that can be disassembled, then You must disassemble it and secure the Item for transport before Your Driver arrives. This includes, for example: a shed, playhouse, aviary, garden furniture, pet cages, or outdoor play equipment. It can be helpful to keep all the screws in one bag and tape this to the furniture so You can reassemble it at Your destination. Our Drivers only carry very basic tools, but they are not booked to disassemble or reassemble any Item(s), and this will need to be done by You.
Piano	You must tell us if You want to include a Piano in Your Job, and You must secure the Piano for transport before the Driver arrives to collect it.
Flat Pack Furniture	Flat Pack Furniture should not be disassembled, as this can weaken it and cause damage during transport. Neither Book Any Van nor the Driver shall have any liability for any damage to Flat Pack Furniture, and the Driver will not disassemble or reassemble any such Item(s). This is different from other big Items (like wardrobes, beds, sheds or playhouses), which must be dismantled by you before your Driver arrives. If you are unsure whether your Item counts as Flat Pack Furniture or should be dismantled, please contact our Support Team before your move.
TV	You must remove TV from wall mounts and wrap them in cardboard before the Driver arrives. A Driver may refuse a Job if a TV is not prepared in this way.
Fridges and Freezers (not American – see below)	You need to remove any kitchen cabinet casing, and You must defrost Your Fridge or Freezer (or combination of the two) before You try to move it. You may also need to disconnect it from the electricity (or just unplug it). Defrosting it can take up to 24 hours, so You need to do this well before the day of Your Job booking. If You have not defrosted Your Item(s) and removed all contents, the Driver can refuse to move it. After a Fridge or Freezer is delivered and put in its permanent place, we suggest it be left for 24 hours to settle before being powered back on.
American Style Fridge Freezers	These Item(s) must be explicitly listed in Your Job as they are non-standard size. A Driver can refuse to move this Item if the Job does not explicitly include it in the inventory. The Item should be defrosted, disconnected and unplumbed in the same way as a standard Fridge Freezer, and once moved, allowed to settle for 24 hours before being powered on.
Washing Machine	You need to remove any kitchen cabinet casing, empty the Washing Machine of any washing or other contents, and disconnect it from mains water, electricity and drainage. This must be done before the Driver’s scheduled arrival time.
Dishwasher	You need to remove any kitchen cabinet casing, empty the Dishwasher of any contents, and disconnect it from mains water and electricity. This must be done before the Driver’s scheduled arrival time.

4. Parking and Access

· If any of the circumstances set out below apply to Your job, then You agree to the terms set out below.

Restricted Parking

You must arrange and pay for suitable parking for the Driver’s vehicle, at both the pick-up and drop-off addresses. This includes things like parking permits, pay-and-display tickets, suspended bays, width restrictions or parking at a distance from Your premises. If parking is not arranged in advance, the Driver may have to stop further away, which can cause delays or extra costs. See Appendix 1 for details of possible charges.

Access to the pick-up/drop-off address

You must ensure that the Driver can easily and safely reach the property. If there are special instructions (for example, gates, codes or restrictions), please provide them when booking or straight after by emailing support@bookanyvan.co.uk.

Appendix 3 – Dispute Resolution Policy

THIS DISPUTE RESOLUTION POLICY APPLIES BETWEEN BOOK ANY VAN, CUSTOMERS, AND DRIVERS (AS DEFINED IN THE CUSTOMER TERMS). IT SETS OUT HOW BOOK ANY VAN WILL HANDLE DISPUTES RAISED BY CUSTOMERS OR DRIVERS, AND HOW CUSTOMERS AND DRIVERS ARE EXPECTED TO RESPOND.

1. Book Any Van’s Role

1.1. Book Any Van provides a procedure for resolving disputes between Customers and Drivers and will use its reasonable endeavours to mediate any dispute between the Customer and the Driver where such dispute is submitted to Book Any Van via the Disputes Procedure, provided all parties comply with the terms set out in this Dispute Resolution Procedure.

1.2. In accordance with the Customer Terms and Conditions and the Driver Terms and Conditions, Book Any Van is not liable to the Customer for any failure by the Driver to undertake the Driver Delivery Services as anticipated or at all.

1.3. Book Any Van provides assistance to the Customer and the Driver on a non-contractual basis in an effort to ensure that Customers are able to have any complaints heard in a fair manner. Book Any Van is, however, not obliged to engage in any dispute resolution process with a Customer who has been, or is suspected of being abusive towards a Driver or any member of staff or agent acting on behalf of Book Any Van.

2. Customer Obligations

2.1. Once the Driver has departed following delivery of the Item(s), or in the event that the Driver does not deliver the Item(s) or has not been able to find the Item(s) in accordance with clause 4 below, the Customer shall submit all enquiries relating to loss or damage to Book Any Van and not to the Driver. Failure to comply with this requirement may cause a delay in the resolution of any dispute.

3. Damaged Item(s)

In the event of damage to Item(s), if the Customer wants Book Any Van to attempt to resolve the issue using this Dispute Resolution Procedure the Customer must:

3.1. Retain the Item(s) in the condition in which they were received from the Driver;

3.2. If possible, take pictures of the Item(s) in the condition in which they were received from the Driver;

3.3. Inform the Support Team within 24 hours of receipt of the Item(s) of the condition on receipt from the Driver, and include photographic evidence if available;

3.4. Inform the Support Team of any circumstances which the Customer believes may have led to the damage to the Item(s).

4. Lost Item(s)

In the event of non-delivery of Item(s), if the Customer wants Book Any Van to attempt to resolve the issue using this Dispute Resolution Procedure the Customer must:

4.1. Contact the Support Team within 24 hours of the expected delivery date as set out on the Platform (“Expected Delivery Date”);

4.2. Provide proof that the Driver collected the Item(s);

4.3. Allow a reasonable amount of time for Book Any Van to engage with the Driver in order to search for and locate the lost Item(s).

5. Information Requests

5.1. In addition to the information set out in clauses 3 and 4 above, both the Driver and the Customer shall provide all other information requested by Book Any Van to assist with its assessment of a dispute, including information related to damaged or lost Item(s), within 2 days of receipt of Book Any Van’s request.

5.2. If the information requested is not received within the above timescales, Book Any Van may refuse to mediate the dispute.

5.3. Book Any Van may also ask for an estimate of repair costs for damaged Item(s), or confirmation that Item(s) cannot be repaired, to be supplied by a specialist in the relevant type of repairs.

6. Investigation

6.1. Book Any Van will use reasonable efforts to investigate the complaint and find a solution that is fair to both the Customer and the Driver.

7. Remedies

7.1. Book Any Van shall retain all charges paid by the Customer to Book Any Van in respect of the delivery of the relevant Item(s) throughout the period of any dispute process and until the period for contesting a decision, as set out below, has passed.

7.2. In the event that the dispute is not resolved via the Disputes Procedure, the Customer and the Driver shall make alternative arrangements for the resolution of the dispute.

7.3. If the Customer or the Driver wishes to contest any decision made via the Disputes Procedure, they must write to Book Any Van at enquiries@bookanyvan.co.uk within 7 days from the date of the decision.

7.4. Book Any Van accepts no liability for the outcome of the dispute resolution process.

7.5. In accordance with the ADR Regulations 2015, the relevant approved ADR provider is Retail ADR (www.retailadr.org.uk). Book Any Van is not obliged to participate in ADR proceedings, but will consider reasonable requests to do so in the interests of resolving disputes fairly and efficiently.

Last updated on: September 25, 2025

Customer Terms & Conditions