Driver Terms & Conditions

PLEASE READ THESE TERMS AND CONDITIONS CAREFULLY BEFORE ACCEPTING 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:

• Driver means any individual allocated to a Job via the Book Any Van Platform.
• Customer means any individual or organisation booking a Job through 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 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 Driver can use the Platform by creating a free account and must provide legitimate documents, contact information, and billing details to be approved by the Support Team to start using the Platform.
• The Driver can check and select available Jobs directly on the Book Any Van Platform.
• A binding contract for a Job is formed between the Driver and Book Any Van when a Job is accepted on the Platform. Drivers acknowledge and agree that they are engaged as independent subcontractors to perform services on behalf of Book Any Van, and not as employees, workers, or agents of Book Any Van.
• The Driver’s contact information, including phone number, will be shared with the Customer before the Job starts, enabling the Customer to receive updates and confirm arrival at the drop-off location.
• The Support Team will follow up and assist the Driver via phone calls, and chat on Book Any Van Platform.
• If a Driver cancels or unassigns from a Job less than 24 hours before the scheduled pick-up time, Book Any Van may charge the Driver for any additional costs incurred. The Job will be reassigned to another Driver, and Customers will be informed promptly.
• Book Any Van reserves the right to modify or cancel a Job at any time. Drivers will be notified promptly, and any affected bookings will be reassigned.
• Driver must maintain valid insurance at all times, including:

1.      Hire and Reward Insurance

2.      Goods in Transit Insurance

3.      Public Liability Insurance with a minimum limit of £1,000,000 per incident (recommended £2,000,000 - £5,000,000).

• Book Any Van reserves the right to request updated proof of valid insurance at any time and to suspend or remove any Driver from the Platform immediately where proof is not provided, is invalid, or is reasonably suspected to be falsified. No compensation shall be payable for Jobs lost due to such suspension or removal.
• Driver must perform regular vehicle checks before accepting a Job to ensure the vehicle is roadworthy.
• Driver must only use vehicles registered in their name or officially authorised for use. Subcontracting, assigning Jobs to other individuals, or using unapproved vehicles is strictly prohibited. Any violation may result in immediate suspension or removal from the Platform.
• The Driver must ensure that their vehicle is equipped with all legally required safety equipment and must follow road safety rules at all times.
• The Driver must ensure that their vehicle is clean, well-maintained, and safe for transporting Item(s) at all times.

3.      Job Execution

• The Driver shall swipe as follows:

Ø  On Route

Ø  Arrived

Ø  Loaded and Waiting to Drop Off

Ø  Completed

• In case of any sudden breakdowns or delays in pick-up or drop-off times, the Driver may incur contractual charges for every 30 minutes of delay, depending on the severity of the breakdown and its impact on the overall booking process.
• The contractual charges described in this section are agreed between Book Any Van and the Driver under these Terms and Conditions. They are intended as a genuine pre-estimate of the loss or administrative costs arising from delay, lack of cooperation, or failure to meet service standards, and shall not be treated as unlawful deductions from wages.
• The Driver must provide Book Any Van Support Team with their location and estimated time of arrival (ETA) at pick-up and drop-off locations, and during the loading and unloading process as there will be contractual charges as follows:

A.    £10 for first 30 minutes of delay

B.     £25 for 1 hour delay

C.     £50 for 2 hours delay

D.    £20 for not cooperating well with Book Any Van Support Team

E.     Being impolite with the Customer will result in a warning system as follows:

Ø  For each complaint, the Driver will receive one red flag.

Ø  Accumulation of 5 red flags will result in account suspension.

Ø  Each positive review will remove one red flag from the Driver’s record.

• Contractual charges described above do not affect the Driver’s responsibilities for Item(s) as outlined in Customer Terms and Conditions.
• The Driver shall declare the income of bookings to the HMRC as all prices are VAT-inclusive.
• The Driver will have access to all booking details, including Item(s). Any additional Item(s) or information not mentioned at the time of booking, such as a second drop off, floors, additional Item(s), passengers, suspected materials, pets, or any extra Fragile Item(s), shall be charged additionally as described in Customer Terms and Conditions Appendices 1 and 2. The Driver must inform the Book Any Van Support Team directly to avoid any conflict or wasted effort.
• Drivers are required to photograph Item(s) before and after transportation to provide evidence of condition during the Job.
• Drivers must swipe to the final Job status at the drop-off location and confirm Job completion with the Support Team.
• All Book Any Van Drivers will be evaluated and ranked accordingly after Job completion.
• Drivers with consistently low ratings or frequent complaints may be suspended or removed from the Platform at the discretion of Book Any Van.
• At its discretion, Book Any Van may give priority in Job allocation to Drivers who maintain consistently high ratings and positive feedback.
• At its discretion, Book Any Van may give access to higher-paying work to Drivers who demonstrate consistent reliability and professionalism.

4.       Liability and Responsibilities

• The Driver is responsible for safe transport of Item(s).
• The Driver must follow the handling, packaging, and parking requirements as specified in the Customer Terms and Conditions.
• In case of loss or damage to the Customer’s Item(s), Driver must report to Book Any Van Support within 24 hours of delivery, including photographic evidence if available, to assess the issue and estimate repair or compensation.
• The Driver must keep Book Any Van support’s contact number accessible at all times during a Job for urgent issues.
• The Driver’s liability shall in the first instance be covered by any applicable Goods in Transit Insurance policy maintained by the Driver, subject to its terms and limits. Where such insurance does not respond, the Driver’s liability shall be limited to the charges paid for the Job.
• The Driver is not liable for delays or failures caused by events outside their reasonable control, as described in section 9. Force Majeure/Unforeseeable Circumstances.
• Drivers must cooperate with Book Any Van in dispute resolution.
• Nothing in these Terms and Conditions shall limit or exclude the Driver’s liability for death or personal injury caused by their negligence or the negligence of their employees, agents or subcontractors; for fraud or fraudulent misrepresentation; or for any other loss which cannot be limited or excluded by law. Liability exclusions do not apply to death or personal injury caused by negligence, fraud, or any other liability which cannot legally be excluded.

5.      Complaints and Dispute Resolution

• The Driver must cooperate fully with Book Any Van in the event of disputes between Customers and Drivers.
• Complaints will be investigated according to the Platform’s Dispute Resolution Policy.
• The Driver must respond to all requests from Book Any Van within 2 days.

6.      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.

7.      Other Important Terms

• Nothing in these Terms and Conditions creates or shall be deemed to create a joint-venture, partnership, or agency relationship between the Driver, the Customer, and/or Book Any Van.
• Drivers may not transfer their rights or obligations under these Terms and Conditions.
• If any provision of these Terms or 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 or 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.
• Book Any Van will handle Drivers’ personal data in accordance with UK GDPR, the Data Protection Act 2018, and its Privacy Policy available on our website.

8.      Force Majeure/Unforeseeable Circumstances

• Book Any Van and the Driver will not be responsible for any delay or inability to perform a Job due to events beyond their reasonable control, including but not limited to natural disasters, strikes, traffic accidents, traffic congestion, epidemics, pandemics, or other emergencies.
• The Driver shall not be liable for losses that result 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.

9.      Data Protection

• Book Any Van processes personal data of Drivers in accordance with UK GDPR, the Data Protection Act 2018, and its Privacy Policy available on our website.
• Drivers shall handle Customer personal data strictly for the purpose of performing the Job. Customer personal data must not be retained, stored, disclosed, or misused beyond what is necessary to complete the Job.
• Book Any Van implements appropriate technical and organisational measures to protect personal data against unauthorised access, loss, or misuse.

10.       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 Book Any Van Support Team informed of any delays or issues.
• Make all payments through the Platform.
• Treat all personal data and information 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.

Drivers must comply with these Terms and Conditions at all times. Failure to do so may result in suspension or permanent removal from the Platform.

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.

• 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.

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