Removals Booking Terms and Conditions
Last updated: 10 January 2026
These terms apply to removals bookings made with The Van Man Co. By accepting your quote and paying for your booking, you agree to these terms.
1. Who you are booking with
The Van Man Co. Ltd (“we”, “us”, “our”) arranges your removal and handles your booking and payment. The move itself is carried out by an independent removals contractor (“the contractor”) that we assign to your job. The contractor performs the physical work and holds the insurance covering your move (see section 3).
The contractor is an independent business — not an employee, agent, or partner of The Van Man Co. They operate their own vehicles and staff, under their own insurance.
2. What your quote covers
Your quote is for a specific crew, vehicle, and journey — exactly as described on your quote. For example, a quote for two crew members and one van covers two crew members, one van, and one trip between your collection address and your delivery address.
Your quoted price is fixed for the crew, vehicle, and single trip described on your quote. It is not an open-ended price to move the entire contents of your property regardless of how much there is, and it does not include as many trips as it might take to move everything.
Your quote is based on the information you give us
Your quote is calculated from the details you provide — property size, number of boxes, bulky items, and any photos or video you share. You are responsible for describing your belongings fully and accurately. If you think you may have more than the vehicle quoted can carry, please tell us before your move date so we can re-quote.
If your belongings do not all fit
If your items do not fit in the vehicle quoted, or cannot be moved in a single trip, any additional trip, vehicle, crew, or time needed is charged on top of your quoted price. We will tell you the additional cost, and it must be agreed and paid before that additional work is carried out. Where a further trip or vehicle is not possible on the day — for example because of the distance involved — we may only be able to move what fits in the vehicle quoted, and we are not responsible for items left behind as a result.
Guidance on van size
We may offer guidance on the size or number of vans we think your move needs. Any such guidance is an estimate based only on the information you have given us — it is not a guarantee. The responsibility for booking enough vehicle space remains with you. We are not liable for any shortfall, delay, additional cost, or items left behind where the actual volume of your belongings is greater than estimated.
3. Insurance
The Goods in Transit and Public Liability insurance figures shown in your quote are held by the contractor, not by The Van Man Co.
If anything is lost, damaged, or destroyed during your move, or there is damage to property or injury to any person, any claim must be made against the contractor’s insurance.
We will provide the contractor’s insurance and contact details on request and help put you in touch with them, but we do not settle claims ourselves.
We do not guarantee that the contractor’s insurance is sufficient to cover the full value of your belongings. If you are moving high-value items, we recommend you confirm the level of cover directly with the contractor before your move, or arrange additional insurance of your own.
4. Payment
A 20% deposit is payable once you have accepted the quoted price and established a moving date. Your booking date is reserved in our drivers’ calendars on receipt of the deposit.
The remaining balance must be paid no later than two weeks (14 days) before the agreed moving date. Your booking is confirmed once the balance payment has been received.
If the balance is not paid by this deadline, we will contact you to arrange payment. If it remains unpaid, we may treat your booking as cancelled. As this falls within 14 days of your moving date, the cancellation charge in section 6 applies and your 20% deposit is retained.
5. Changing your move date
If you need to change your move date:
- 14 or more days before your move: we will move your booking to a new date free of charge, subject to availability.
- Less than 14 days before your move: we will do our best to move your booking to a new date within 60 days, subject to contractor availability. If we are unable to, the cancellation terms in section 6 apply.
6. Cancelling your move
You can cancel your move by emailing info@thevanmanco.co.uk with your booking reference. The amount refunded depends on how much notice you give:
| Notice given | Refund |
|---|---|
| 14 or more days before your move | Full refund, less a £20 administration fee |
| Less than 14 days before your move | We retain a cancellation charge of 20% of your booking price; the remainder is refunded |
Refunds are processed within 5 working days. Depending on your card provider, it may take a further few days to appear on your statement.
If you booked more than 14 days before your move date, you may also have a statutory right to cancel within 14 days of booking under the Consumer Contracts Regulations 2013 — in which case you receive a full refund with no administration fee.
7. If we cancel your move
We will always try to assign a contractor to your booking. In the rare event that we cannot, we will let you know as soon as possible and refund you in full, with no administration fee deducted. We are not responsible for any other costs you may incur as a result, such as booking an alternative removals company.
8. On the day of your move
You agree to:
- Be present, or have someone present on your behalf, at both addresses at the agreed start time
- Give accurate access information — parking, stairs, lifts, and any restrictions
- Arrange any parking permits or bay suspensions needed at either address
- Have everything packed and ready unless you have booked a packing service
- Tell us in advance about any fragile, hazardous, or unusually heavy items
- Make sure everything being moved is legal and safe to transport — we and the contractor may refuse to move any item that is illegal, hazardous, or unsafe
Additional charges or delays caused by inaccurate or incomplete information you have given us are your responsibility.
Overtime
Your quote includes an expected number of hours. If your move takes longer, the overtime rate shown on your quote applies for each additional hour or part-hour.
Changes on the day
If the move is materially larger or more difficult than described in your enquiry, we or the contractor may need to re-quote, arrange a return visit at additional cost, or — in rare cases — be unable to complete the job in the time available. See section 2.
If you are not there
If you are not present at the agreed start time and we cannot reach you within 60 minutes, the booking is treated as cancelled on the day and no refund is given.
9. Our liability
To the extent permitted by law, our liability to you is limited to the total amount you have paid us for your booking. Loss of or damage to your goods, property damage, and injury are covered by the contractor’s insurance (see section 3), and claims for these are made against the contractor.
We are not liable for indirect or consequential losses — such as the cost of an alternative removals service, accommodation, or missed appointments.
Nothing in these terms limits our liability for death or personal injury caused by our negligence, for fraud, or for anything else that cannot be excluded by law. Your statutory rights under the Consumer Rights Act 2015 are not affected.
10. Complaints
If something goes wrong, please contact us as soon as possible at info@thevanmanco.co.uk or on 0330 043 0885. We will acknowledge your complaint within 2 working days and aim to resolve it within 14 working days. For issues relating to the move itself, we will put you in touch with the contractor and help with the process.
11. Data protection
We handle your personal data in line with our Privacy Policy and UK data protection law. We share your booking details with the contractor assigned to your move so that they can carry it out.
12. Changes to these terms
We may update these terms from time to time. The terms that apply to your booking are the ones in force on the date you booked.
13. Governing law
These terms are governed by the law of England and Wales, and any disputes are subject to the exclusive jurisdiction of the courts of England and Wales.
The Van Man Co. Ltd · info@thevanmanco.co.uk · 0330 043 0885