Van and driver

Cancellation Policy

Our Van & Driver service provides a simple, flexible transport option for customers who only require a vehicle and a professional driver, charged at an hourly rate. This service is designed for small, straightforward moves, marketplace collections, student transport, and light household items. It is not a full removals service, and the customer must provide lifting assistance for any items requiring two people. The service includes one Luton van, one driver, transport between the agreed addresses, fuel for the first 10 miles, basic loading guidance, and assistance securing items safely inside the van. The driver will help position and steady items but will not carry heavy items alone or perform full loading and unloading labour. Unloading support is provided only where it is safe for the driver to assist. This service does not include a second mover, full labour, packing, unpacking, dismantling, reassembly, long‑carry distances over 10 metres, stairs or upper‑floor work, multiple trips, or additional stops unless agreed in advance. Hazardous items, perishables, pets, and illegal goods cannot be transported. Customers are responsible for providing accurate access information, ensuring safe lifting conditions, arranging parking, packing items securely, and assisting with any two‑person lifts. Unsafe, excessively heavy, or poorly packed items may be refused. A minimum 2‑hour booking applies, with time starting when the driver arrives and ending when unloading is complete. Extra mileage, waiting time, additional stops, parking fees, tolls, and congestion charges may incur additional costs. If extra items, delays, stairs, long carries, or additional stops arise on the day, additional charges will apply. A same‑day top‑up payment may be required before work continues. If the customer refuses, only the originally agreed service will be completed. Cancellations made more than 48 hours in advance receive a full refund. Cancellations within 24–48 hours receive a 50% refund. Cancellations under 24 hours or same‑day cancellations are non‑refundable. Rescheduling within 24 hours may incur a fee. Standard liability is limited to £40 per item. No liability is accepted for customer‑packed items, poor packing, mechanical or electrical failure without visible damage, or damage reported after 48 hours. Claims must be submitted in writing with photos. Abusive, unsafe, or obstructive behaviour may result in immediate termination of service without refund. See full policy

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