Terms and conditions

1. Scope

These terms govern man-and-van transport, collections, dismantling, short-term storage and associated work carried out by Van London in Greater London, elsewhere in the UK and on road runs into Europe. They become part of our agreement once a written price is accepted.

2. Two crew, and no customer handling

Every job is carried out by two crew. We do not provide a driver-only service at any price.

We ask customers not to assist with carrying. It is a matter of our insurance and our lifting practice, and an additional untrained person on a staircase increases the risk to everybody.

3. Work we will not take

We do not move pianos, organs or comparable instruments; safes or comparable items without inspecting them first; fine art, antiques of substantial value or irreplaceable items; or whole-house removals requiring a removals vehicle and a full crew.

Where an enquiry falls into any of those, we will say so and, where we can, name an appropriate specialist. We will not accept a booking we are not equipped to complete.

4. Access, measurements and what sits with you

Describing access at both ends is your responsibility: floors, lifts, lift door openings, staircases and their turns, loading bay heights and any parking restriction.

Where an item cannot be moved because it will not pass the route described, and that route was not accurately described to us, the work carried out remains chargeable. Where we established the problem in advance and told you, no charge arises for work not attempted.

5. Parking and the standing point

Vehicles are parked only where it is lawful to do so. We will not stop on a red route, in a bus lane during its hours, in an unsuspended residents' bay or on a footway.

Where a bay suspension is required we will apply for it in advance. We cannot guarantee it is granted or that a suspended bay is clear on the day, and where the nearest lawful standing point is at a distance the resulting carry forms part of the job.

6. Collections from third parties

On a collection we act for you and not for the seller. We do not make payment on your behalf, verify that goods match a description, inspect for defects, or negotiate on your behalf.

Where goods at a collection appear materially different from what you have described, we will contact you and act on your instruction, including leaving them. A wasted journey caused by the seller being absent or the goods being unavailable remains chargeable.

7. Dismantling and reassembly

Where an item is dismantled, fixings are bagged, labelled and kept with the item, and it is reassembled at the destination by the same crew.

Flat-pack and similar furniture which has previously been assembled may not survive further dismantling in a usable condition. Where we consider that likely we will tell you before starting, and where you ask us to proceed we do so at your risk.

8. Booking and payment

A booking becomes firm once the written price is accepted and any deposit stated on it is paid. A deposit is returned in full on cancellation more than seven days ahead of the booked date; inside that window some or all may be retained against costs already committed.

The balance falls due as the written price states, and in any event within fourteen days of the invoice date unless agreed otherwise in writing.

9. Goods we will not carry

Hazardous and prohibited items: fuel, gas cylinders, fireworks, solvents, open paint, corrosives, ammunition and similar. Nothing perishable and nothing living; plants travel at your own risk. Money, jewellery, deeds, passports and medication should stay with you.

10. Cover

Goods in transit and in store are covered to the level your written price and storage agreement state, subject to the exclusions written there. Our cover is ordinary goods-in-transit cover and is not appropriate for items of exceptional or irreplaceable value — which is why we do not accept them.

Cartons packed by you are covered for loss or damage arising from our handling but not for damage attributable to the packing itself.

11. Storage

Goods we hold are loaded, listed and recorded at the collection address and a copy of the list is provided to you. Charging runs from the collection day in the periods the storage agreement sets out, and access requires reasonable notice.

Where storage charges go unpaid and written notice allowing not less than thirty days has been given, we may exercise a lien over the goods and ultimately sell them to recover the debt, accounting to you for any surplus.

12. Waste

We do not hold a waste carrier licence and do not undertake waste disposal. We will move goods to a buyer, a charity or another address; anything requiring licensed disposal must be arranged separately.

13. Matters outside our control

Planning gives us no authority over traffic, weather, road closures, a lift failing, a building withdrawing permission, a seller being absent, port or crossing disruption, or customs processing. Where any of that bears on your job we tell you at once and work out the best remaining option with you.

14. Runs outside the UK

Customs clearance on a European run is handled by us or our appointed agent against the inventory taken before departure. You are responsible for obtaining the documents marked as yours on the relevant country page and for the accuracy of what you tell us for the declaration. Duties, taxes and charges imposed at the destination are payable by you unless the written price states otherwise.

We do not carry out sea or air freight.

15. Claims

Tell us as soon as you notice loss or damage, and in writing within seven days of delivery or of goods leaving store. Keep the item and its packaging so both can be examined. A late report may limit what the cover will meet.

16. Cancellation by us

Work that would be unsafe, unlawful or impossible for reasons beyond our control may be cancelled or postponed, with sums paid for work not carried out refunded.

17. Law

The law of England and Wales governs these terms, and its courts have jurisdiction over any dispute arising under them.

Anything unclear?

Ask before you book, on the contact page.