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Terms & Conditions

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  1. These terms

    1. Information about us. The Yellow Van Company Limited ("we", "us" or "Yellow Van Company") is a company registered in England and Wales. Our company registration number is 08151625 and our registered office is at Office Access House, 141 Morden Road, Mitcham, England, CR4 4DG. We are registered for VAT.
    2. What these terms cover. These terms and conditions tell you who we are and how the Service Providers will provide the Services to you. Please read these terms carefully before you submit your order to us on our website, over the phone [or via our App]. Customers wishing to use the Services acknowledge having read and agreed to the following terms and conditions. If you do not agree with these terms and conditions please do not proceed to use the site.
    3. If you have any questions relating to these terms and conditions please contact our control centre on 0207 870 1041, or such other number as we may notify you from time to time before you place an order.
  2. What we do

    1. We act as an agent on behalf of third party contractors (the "Service Providers") for the purposes of arranging the supply of affordable transport hire services ("Transport Services") and handyman services ("Handyman Services") by the Service Providers to you (the Transport Services and Handyman Services are together referred to as the "Services"). The Yellow Van Company does not provide any of the Services itself. We market the Services and conclude orders through an easy booking service via our website ( or such other website as we may notify you of from time to time (the "Website"), phone (the number for which is 0207 870 1041 as may be updated on the Website from time to time) and our application which you may install on your smartphone on the Service Provider's behalf (the "Booking Services").

    1. Making a booking. You can make a booking for the Services through any of the Booking Services. When you make a booking you will be required to provide the following information:
      1. the particolars of your job (including the starting location and destination and whether you would require the Service Provider to travel through the London Congestion Charge Zone);
      2. the date and time you require the job to start;
      3. if you require Transport Services:
        1. where you are going from and to (and how many trips you would require the Service Provider to make); and
        2. the size of van which you require the Service Provider to use (the options for which are shown on our Website);
      4. whether you would require the Service Provider to bring one person or two to carry out the Service; and
      5. how many floors there are and whether there are stairs at either the origin or destination address and, if so, how many flights the Service Provider would be required to move your goods up or down.
    2. The Service Providers will be equipped for your booking based on the information you have provided to us. You will not be entitled to a refund from the Service Provider if they are unable to fulfill your move due to inaccurate or incomplete information which you have provided.

    3. Providing a quote. Once we receive this information from you we will provide you with a quote on behalf of the Service Provider confirming the details of the job, the charges applicable to it, and where possible the identity of the Service Provider who would be performing the Services.
    4. If your requested booking can't be fulfilled. It is not always possible for us to confirm the availability of a Service Provider at the time we submit a quote to you and prior to you accepting the quote. If we are unable to accept your booking on our Service Provider's behalf, we will inform you of this as soon as reasonably possible and, if we are unable to rearrange your booking, we will refund to you, on the Service Provider's behalf, any amounts you have pre-paid to us. This might be because of unavailability of Service Providers or because the Service Providers are unable to meet a delivery deadline you have specified. Please note, all bookings are subject to availability.
    5. How you can accept a quote and make payment. If you are happy with the quote provided, you will be required to acknowledge this and will then be offer option on payment. You may either (i) pay the amount of the quote in full upon confirmation of your booking (which includes the £10 booking fee); or (ii) make a non-refundable advance payment of £10 to reserve the booking before the Service Providers start providing the Services and then pay the balance of the price of the services in cash to our Service Providers upon completion of the Services. Once your order has been confirmed your credit or debit card will have been authorised and the amount marked for payment. Payment is made directly to us in our role as agent and is subsequently passed on to our Service Providers. Your acceptance of the quotation and payment of the booking fee create a binding contract between you and the Service Provider in relation to the Services.
    6. Van size. Please note that unless otherwise instructed the Service Provider will send you the standard size van which is a long wheel base Ford Transit or equivalent, if you require a different size van please call our control centre. It is the customer’s responsibility to choose the correct size van, the options for which are displayed on our Website. Neither we nor the Service Provider accept any liability for an incorrectly chosen van size. Our control centre team will give you all the relevant measurements to help you make your choice and this information is also available on our Website.
    7. Services in the UK only. Our website is solely for the promotion of the Services in the UK. Unfortunately, we do not accept orders from addresses outside the UK.
  4. Cancellation

    1. You can cancel or change your order up to 24 hours before that agreed start time of your booking. If you cancel or change your order during this time there will be no charge made on behalf of the Service Provider and we will refund to you on the Service Provider's behalf any amounts you pre-paid.
    2. If you change or cancel the booking within 24 hours before the job is scheduled to take place, you will be charged in full.
    3. We and the Service Providers reserve the right to change or cancel any bookings.
  5. SERVICES - General

    1. When the Service Providers will provide the Services. The Service Provider will begin the Services on the date agreed with you on the quotation. The estimated completion date for the services is as told to you during the order process.
    2. Arrival time. Arrival time on any booking is estimated. If the Service Providers are delayed then they will contact you as soon as possible to let you know and the Service Provider will take steps to minimise the effect of the delay. Provided the Service Provider does this, and the delay is caused by circumstances beyond the Service Provider's reasonable control, neither we nor the Service Provider will be liable for delays caused by the event.
    3. Minimum charge. There is a 2 hour minimum charge on all bookings. After the first 2 hours, the Service Providers charge for every additional 30 minutes at their respective half hourly rate in accordance with clause 8.3, except where the additional time is due to the faolt of the Service Provider.
    4. Congestion charge. If your booking requires the Service Provider to travel within the London congestion charge zone on a weekday (Monday – Friday) between 07:00 and 18:00, then you will be responsible for paying the congestion charge incurred by the Service Provider. If your booking can be completed without incurring the congestion charge, but doing so might reduce the time taken for your booking, the Service Provider will inform you of this and you will have the choice of whether or not to incur the congestion charge. This charge will need to be paid to the Service Provider in cash on completion of the job.
  6. Transport Services

    1. Loading service. If you choose the Service Provider's "no/self-loading service" the Service Provider will not have any involvement in the loading and unloading of your property from the van. You will be responsible for any damage you cause to their equipment (including the van) and damage to your own property incurred while loading into the van or while in transit. The insurance of the Service Provider will only cover your goods in the event of a road traffic accident.
    2. Subject to section 6.1 above, while your property is in transit, it is insured up to £1,000. Such insurance is taken out by the Service Provider. The Service Provider will therefore be responsible for any damage caused to your property, up to this amount (subject to an excess of £100). The Service Providers insurance covers items in transit only. It will not cover any damage which happens outside the van or inside a property. If you need any further cover for moving, contact your insurance company and get appropriate insurance cover. Goods in transit insurance will only apply if you have purchased the cover from us when booking the job.

    1. Travelling in the van. The Service Providers are not able to guarantee that there will be seats available for you to travel in the van, even when you have notified us of this prior to the booking and neither we nor the Service Providers will have any liability to you should there not be any (or sufficient) seats available for you to travel in the van.
    2. It's your responsibility to provide parking (reserve a space for the van outside of property before the arrival of the Service Provider or arrange a suspension or permit where necessary with local council). If there is no pre-arranged parking and the Service Providers van receives a ticket, it will be your responsibility to pay the fine to the Service Provider at the end of job.
    3. It's your responsibility to pack everything properly. The Service Providers do not accept responsibility for damage or breakage caused by poor packing. Additionally, if anything you require the Service Provider to transport may damage or spoil the Service Provider's property (for example, liquids) then you must inform the Service Provider of this prior to loading and you will be responsible for the costs of repair or cleaning shoold any damage or spoiling occur.
    4. Dismantling of furniture etc. It's your responsibility to dismantle any unit, system, furniture and/or beds which the Service Provider will be required to move as part of Transport Services, before the Service Provider's arrival.
    5. Access to the new premises. It's your responsibility to make sure that all items will fit in the new premises (for example, that wardrobes, beds, sofas etc will fit through any door frames without having to taking the door off its hinges). The Service Providers are not responsible for removing any doors or making new entrances to the premises.
    6. Customer delay. If any delay is caused by you (e.g. everything is not packed, waiting for keys, incorrect address, etc.) our Service Providers reserve the right to charge you for the additional time they incur, in accordance with clause 8.3 below.
    7. Customer Conduct. No abuse will be tolerated. If the Service Provider is forced to terminate a job because of abuse from you, you will still be charged in full.
    8. All the Service Providers carry trolleys straps and blankets, but please tell our call agents if you have any requirements other than the above.
  8. Price and payment

    1. The price you are required to pay for the Services (which includes any VAT that might be due) will be the price agreed on the quotation through the Booking Service, subject to any additional charges incurred in accordance with these terms and conditions. If there is any change to your booking the price on the quotation will be updated accordingly.
    2. We are authorised by our Service Providers to accept payment on their behalf. We accept payment with [VISA, AMERICAN EXPRESS, MASTERCARD, JCB].
    3. You will be required to pay additional charges to the Service Providers if a booking exceeds the time booked for. The Service Provider's half hourly rate for additional time is specified on your quotation and we can also provide you with it over the phone. The Service Provider will make you aware when your booking is about to exceed the time booked for and at that point, if you confirm that you wish the Service Provider to continue and complete the booking, any additional charges for extra time should be paid in cash to the Service Provider at the completion of the job.
    4. You will be required to pay additional charges if you omit a relevant stair case from your booking and subsequently require the Service Provider to carry property up or down stairs.
    5. You will be required to pay additional charges if the Service Provider has to travel further than 3 miles as part of the Services. Based on the information you provide to us, we will inform you of the mileage surcharge on your quotation. The Service Provider will make you aware when your booking is about to exceed the distance booked for and at that point, if you confirm that you wish the Service Provider to continue and complete the booking, any additional monies for extra distance shoold be paid in cash to the Service Provider at the completion of the job.
    6. The Service Providers are responsible for the collection of charges owed at the conclusion of a job (excluding any charges which you paid in advance through the Booking Services) and also payment of all VAT associated with the provision of Services to you. In the event that a VAT invoice is required, this should be requested from the Service Providers who will only be able to provide such a document if they are registered for VAT.
  9. Losses or damage

    1. In the unlikely event of any damage to your items, the damage must be reported to the Service Provider before the Service Provider leaves the job. Photographic evidence of any damage must also be provided.
    2. If the Service Provider fails to comply with these terms and conditions, it will be responsible for loss or damage you suffer that is a foreseeable result of its breach of these terms or its negligence, but the Service Providers are not responsible for any loss or damage that is not foreseeable. Loss or damage is foreseeable if it was an obvious consequence of the Service Providers breach or if it was contemplated by you and the Service Provider at the time that the booking for Services between you and the Service Providers for your Order became binding (i.e. when you paid the booking fee).
    3. Notwithstanding clause 9.2, and subject to clause 9.4, the Service Provider's maximum liability to you under these terms in respect of any particolar booking will be limited to £1,000, being the amount of insurance the Service Provider carries.
    4. We do not exclude or limit in any way the Service Provider's liability to you where it would be unlawfol to do so. This includes liability for death or personal injury caused by the negligence of the Service Providers' for fraud or fraudulent misrepresentation; for breach of your legal rights in relation to the Services.
    5. The Service Providers only supply the services for domestic and private use. If you use the products for any commercial, business or re-sale purpose the Service Providers will have no liability to you for any loss of profit, loss of business, business interruption, or loss of business opportunity.
  10. How we may use your personal information

    1. How we will use your personal information. We will use the personal information you provide to us:
      1. to enable our Service Providers to supply the services to you;
      2. to process your payment that is due to the Service Providers for the services; and
      3. any details we hold for you are stored on an encrypted server and deleted after 6 months. We do not store customer credit card details.
    2. We reserve the right, upon non-payment of cancellation charge, to use any legal remedies that are available to us to recover the cancellation charge on behalf of the Service Provider.
    3. Your privacy is important to us and we will only distribute your personal details to other third parties where the law requires us to do so.
  11. Other important terms

    1. We may vary this agreement. We may vary these terms and conditions at any time by amending this page. You are expected to check this page from time to time of any changes we make.
    2. Nobody else has any rights under this contract. The contract for the provision of the Services is between you and the Service Provider. Any terms which cover your use of the Booking Services are between you and us. No other person shall have any rights to enforce any of its terms. We, you or the Service Provider (as applicable) will not need to get the agreement of any other person in order to end the contract or make any changes to the relevant contract.
    3. If a court finds part of this contract illegal, the rest will continue in force. Each of the paragraphs of these terms operates separately. If any court or relevant authority decides that any of them are unlawful, the remaining paragraphs will remain in full force and effect.
    4. Even if we or the Service Provider delay in enforcing this contract, we can still enforce it later. If we do not insist immediately that you do anything you are required to do under these terms, or if we delay in taking steps against you in respect of your breaking this contract, that will not mean that you do not have to do those things and it will not prevent us taking steps against you at a later date. For example, if you miss a payment and we do not chase you but we continue to provide the products, we can still require you to make the payment at a later date.
    5. Which laws apply to this contract and where you may bring legal proceedings. These terms are governed by English law and you can bring legal proceedings in respect of the products in the English courts. If you live in Scotland you can bring legal proceedings in respect of the products in either the Scottish or the English courts. If you live in Northern Ireland you can bring legal proceedings in respect of the products in either the Northern Irish or the English courts.