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Terms & Conditions

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Terms & Conditions

  • Privacy

    Your privacy is important to us and we will never distribute your personal details. Any details we hold for you are stored on an encrypted server and deleted after 12 months.

  • Booking

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    COVID-19 PROTOCOL

    In light of the new Covid-19 regulations and the national lockdown we wanted to reach out and inform you as to what this meant for your move and the removals in industry.

    We are legally allowed to trade and so long as you and your mover follow the government guidelines, there should be minimal to no risk of infection.

    Below are the current government guidelines.

    https://www.gov.uk/guidance/government-advice-on-home-moving-during-the-coronavirus-covid-19-outbreak#:~:text=Removal%20firms%20are%20allowed%20to,communicate%20this%20to%20customers

    Here are some things we recommend you do.

    1. If you or anyone in your house hold is showing symptoms or you are self isolating, please contact us and we can change the date of your move.

    2. Prior to our arrival please open all internal doors and wipe down surfaces and possessions our movers will come into contact with, using household cleaning products.

    3. Please try to keep a 2 meter distance between yourself and the mover at all times. This may mean you will have to book another mover and will also mean we will not be able to accept passengers whilst the lockdown is in force.

    I want to assure you that we are taking this very seriously and want to ensure you that you, your loved ones and our movers health is paramount. That's why all our movers will be wearing a face mask/face shield and a fresh pair of gloves when they come to do your move.

    We want to take this opportunity to thank you for choosing us and continuing to trust us with yours and you loved ones health. We will get through this and provide you with an exemplary service.

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    From booking you have a one hour cooling off period, if you cancel during this time there will be no charge. After that time any booking cancelled will incur a 50% cancellation fee, any booking cancelled within 24 hours of the booked time is subject to a full-price cancellation charge.

    There is a 2 hour minimum charge on all jobs. After the first 2 hours, we charge every half hour. The two hour minimum may be waived at our discretion.

    Please note that unless otherwise instructed we will send you our standard size van which is a LWB VW Crafter or Ford equivalent, if you require a different size van please call our control centre on 0207 870 2041. It is the customer’s responsibility to choose the correct size, van we accept no liability for an incorrectly chosen van size - our customer services team will give you all the relevant measurements to help you make your choice.

    All online bookings are subject to availability.

    Although normally within office hours we can normally get a van to you within a couple of hours if it is a ad hoc or last minute booking, we do have a limit to the amount of people we can serve at one time and if this happens a member of staff will call you and tell you the earliest we can get a van to you.

    We do take bookings outside of office hours but you would have to call us within office hours to confirm.

    Any bookings made outside office hours will be confirmed by a call agent the next working day.

    Customers will be asked to pay a £10 reservation charge on all jobs. This is to combat against hoax or mistake bookings.

  • Cancellation

    Customers wishing to make changes to their booking may do so, as long as they give at least 48 hours notice of the booked arrival time. Any changes with less than 48 hours notice will be chargeable at our discretion.

    Customers wishing to cancel their booking may do so, as long as they give at least 48 hours notice of the booked arrival time. Any cancellation with less than 48 hours notice will be fully chargeable at our discretion.

    Any job not paid upon completion will be subject to a discretionary 100% surcharge.

    We reserve the right to change or cancel any bookings.

    We reserve the right, upon non-payment of cancellation charge, to register your details with various blacklists and credit reference agencies.

  • Job Conditions

    If the customer chooses our no-loading service they are solely liable for any damage to their goods, the driver will not have any involvement in the loading and unloading of goods. Our insurance will only cover your goods in the event of a road traffic accident.

    All our drivers carry trolleys straps and blankets, but please tell our call agents if you have any requirements other than the above.

    Arrival time on any job is estimated. We will do our best to be on time, but there may be delays caused by circumstances out of our control. (e.g. weather, traffic...)

    We do not accept responsibility for any customer losses due to pick-up/delivery delays beyond our control. We will not offer any refunds for lateness. All payments must be made in cash or pre- arranged credit or debit card, payable upon job completion. Any other kind of payment must be agreed on and made at least 7 days before moving day.

    We do not accept responsibility for damaged or lost property after job is complete and payment is completed. We also reserve the right in the event of non-payment to distribute your phone number and address details to various blacklists.

    On international jobs payment must be made before the van is unloaded at the destination, there are no exemptions from this rule. We reserve the right to levy any extra charges or withhold delivery of goods until full payment, plus any extra charges, are settled in full.

    All movers have their own personal goods in transit insurance and your goods are insured for a minimum of £10,000. All insurance claims are to be dealt with between the client, the mover and the insurance company. The Yellow Van Company will not be liable for the payout once the claim has been escalated to the movers goods in transit policy.

    An additional charge for stairs may apply.

    If any of the addresses you are travelling to or from enter the congestion zone a congestion fee will apply.

    For bookings before 8am and after 5.30pm please call the office to enquire about our prices.

    A fuel charge may apply on any job over 3 miles.

    Goods in transit insurance will only apply in the customer has purchased the cover from us when booking the job.

  • Customer

    It's the customers responsibility to provide parking (reserve a space for the van outside of property before our arrival or arrange a suspension or permit where necessary with local council). If there is no pre-arranged parking and our van receives a ticket, it will be the customer’s responsibility to pay the fine to the driver at the end of job.

    It's the customer’s responsibility to pack everything properly. We do not accept responsibility for damage or breakage caused by poor packing.

    It's the customer’s responsibility to dismantle, before our arrival, any unit, system, furniture and/or beds.

    It's the customer’s responsibility to make sure that all items will fit in the new premises. (E.g. wardrobe, bed, sofa etc...) We are not insured for removing any doors or making new entrances to the premises.

    If any delay is caused by the customer (e.g. everything is not packed, waiting for keys, incorrect address, etc.) we reserve the right to add an extra cost to the final bill.

    No staff abuse will be tolerated. If the driver is forced to terminate a job because of abuse from a customer, the customer will still be charged in full.

    We accept no liability for damage done to any items outside of the van. We only accept liability due to driver negligence or a road traffic accident which is the driver’s fault.

    All movers have their own personal goods in transit insurance and your goods are insured for a minimum of £10,000. All insurance claims are to be dealt with between the client, the mover and the insurance company. The Yellow Van Company will not be liable for the payout once the claim has been escalated to the movers goods in transit policy.

    If we are not told that a job may need multiple journeys you may incur a fuel charge.

    Any complaints need to be made before the driver leaves the job. Any complaints made after the driver leaves will not be up to us to give compensation as it is not possible to accurately confirm liability.