1. About the platform
Man With Van App, available at manwithvanapp.co.uk, connects customers with independent van drivers for transport, delivery and removal services. Drivers are responsible for carrying out the transport services they agree to provide. The platform provides booking, communication and payment tools; it does not represent that drivers are its employees or that it owns their vehicles.
A quote request is not a confirmed booking. Check the selected offer, payment requirements and booking status. A company offer may require payment before an administrator assigns a specific driver; payment of that offer does not mean a particular driver has already accepted.
2. Drivers and insurance
Drivers apply as independent service providers and provide vehicle, licence and insurance information for review. Approval of an application is not a guarantee of ongoing insurance validity, a particular level of cover or the suitability of every item for transport.
Before the move, ask the selected driver to confirm any insurance cover and limits relevant to your items. Do not assume that every loss or type of item is covered.
3. Accurate information and agreed prices
Give accurate pickup and delivery addresses, moving dates, item descriptions, access and stair details, required van size and carrying-help requirements. Tell the driver about fragile, unusually heavy or valuable items before work starts.
Review the total and any included charges before confirming. Prices are in pounds sterling. New bookings normally use a 20% upfront platform share; the amount and percentage actually shown for your booking take precedence, including older booking arrangements. The platform share is included in the displayed agreed total, not added a second time.
For timed services, check the included hours and any displayed extra half-hour rates. Extra time or work must be discussed and agreed with the driver. Do not assume additional work is included or that the platform automatically charges your saved card for it.
4. Payments and balances
Website and app card payments are processed through Square. Available methods, including eligible wallets or Clearpay, depend on Square, the device and the individual checkout. We do not promise that every method will be available.
Where offered, choose the displayed deposit or full-payment option. With a deposit booking, the remaining balance shown in your booking is payable to the driver under the agreed booking arrangements, normally on moving day. A voucher or account credit may reduce the amount payable by card.
Payments are not described as escrow or as an independently guaranteed protection scheme. Payment processing does not itself guarantee completion of the transport service. Keep your booking and payment confirmation. Never pay again solely because a confirmation is delayed; check the booking payment status or contact support.
5. Cancellations, replacements and refunds
If you need to cancel or change a booking, use the available booking controls or contact support promptly. Tell the driver about changes that affect the agreed service.
If a driver cancels, the platform may seek a replacement. A search or displayed nearby driver is not a guarantee that another driver has accepted. Follow the booking updates and any confirmation steps shown to you.
For paid bookings, a cancellation can create a refund request for administrator review; it does not automatically return money to your card. Any refund decision must take account of the booking, services already provided, the circumstances and your applicable legal rights. Where a refund is approved, processing and bank timings vary; no fixed return date is guaranteed. Contact support if you need an update.
6. Damage, loss and legal rights
If an item is damaged or missing, record what happened, take photographs where possible and raise it promptly with the driver and platform support. Keep relevant booking messages, receipts and item information. The driver or their insurer may need to investigate the claim.
These terms do not exclude or limit any liability or consumer rights that cannot lawfully be excluded or limited. In particular, they do not remove rights concerning fraud, fraudulent misrepresentation, or death or personal injury caused by negligence. A driver's independent status does not by itself remove any legal obligations the platform may have.
7. Information sharing and disputes
Information needed to arrange a booking may be shared with the other booking party. Relevant records may also be disclosed where necessary and lawful to investigate a complaint, insurance claim, dispute or legal request. Driver identity or insurance documents are not made publicly available simply because an account has been created.
The Privacy Policy explains the information handled by the service and how to raise a data request. Use the Contact page for terms, booking or privacy enquiries, or private in-account Support for an existing account.
8. Policy versions
These terms take effect from the date shown on this page. Before proceeding to website checkout, you are asked to agree to the Terms & Conditions and acknowledge the Privacy Policy. The policy version and server time of that confirmation can be recorded with the booking.
Changes to this document do not silently change an already-agreed booking price or automatically remove rights relating to an earlier booking.