Privacy & Terms

At VaiVan we are committed to safeguarding and preserving the privacy of our visitors.

Privacy Policy

At VaiVan we are committed to safeguarding and preserving the privacy of our visitors.

This Privacy Policy explains what happens to any personal data that you provide to us, or that we collect from you whilst you visit our site.

We do update this Policy from time to time so please do review this Policy regularly.

- Information We Collect:

i.) Information about your use of our site including details of your visits such as pages viewed and the resources that you access. Such information includes traffic data, location data and other communication data. 

ii.) Information provided voluntarily by you. For example, when you register for information or make a purchase.

iii.) Information that you provide when you communicate with us by any means.

- Use of Cookies:

Cookies provide information regarding the computer used by a visitor. We may use cookies where appropriate to gather information about your computer in order to assist us in improving our website.

You can adjust the settings on your computer to decline any cookies if you wish. This can easily be done by activating the reject cookies setting on your computer. 

Our advertisers may also use cookies, over which we have no control. Such cookies (if used) would be downloaded once you click on advertisements on our website. 

- Use of Your Information:

We use the information that we collect from you to provide our services to you. In addition to this we may use the information for one or more of the following purposes:

i.) To provide information to you that you request from us relating to our products or services. 

ii.) To provide information to you relating to other products that may be of interest to you. Such additional information will only be provided where you have consented to receive such information. 

iii.) To inform you of any changes to our website, services or goods and products.

If you have previously purchased goods or services from us we may provide to you details of similar goods or services, or other goods and services, that you may be interested in.

Where your consent has been provided in advance we may allow selected third parties to use your data to enable them to provide you with information regarding unrelated goods and services which we believe may interest you. Where such consent has been provided it can be withdrawn by you at any time. 

- Storing Your Personal Data:

In operating our website it may become necessary to transfer data that we collect from you to locations outside of the European Union for processing and storing. By providing your personal data to us, you agree to this transfer, storing or processing. We do our upmost to ensure that all reasonable steps are taken to make sure that your data is treated stored securely. 

Unfortunately the sending of information via the internet is not totally secure and on occasion such information can be intercepted. We cannot guarantee the security of data that you choose to send us electronically, sending such information is entirely at your own risk. 

- Disclosing Your Information:

We will not disclose your personal information to any other party other than in accordance with this Privacy Policy and in the circumstances detailed below: 

i.) In the event that we sell any or all of our business to the buyer. 

ii.) Where we are legally required by law to disclose your personal information. 

iii.) To further fraud protection and reduce the risk of fraud. 

- Third Party Links: 

On occasion we include links to third parties on this website. Where we provide a link it does not mean that we endorse or approve that site's policy towards visitor privacy. You should review their privacy policy before sending them any personal data. 

- Access To Information:

In accordance with the Data Protection Act 1988 you have the right to access any information that we hold relating to you. Please note that we reserve the right to charge a fee of £10 to cover costs incurred by us in providing you with the information.

- Contacting Us:

Please do not hesitate to contact us regarding any matter relating to this Privacy Policy at ViaVanRemoval@gmail.com

Terms & Conditions

Here’s the legal bit

VaiVan – Terms and Conditions

The following terms and conditions outline the rights, obligations, and responsibilities of all ‘parties’ to this agreement; The parties being the ‘customer’ and ‘VaiVan’, and its affiliates, employers, agents or subcontractors with whom clients are entering into a contract.

The usage of the words ‘you’ and ‘client’ refers to the customer. The words ‘we’, ‘us’ and ‘our’ indicate that a reference is being made to VaiVan. ‘Goods’ and ‘consignment’ refer to the goods being delivered.

VaiVan is dedicated to providing a stress-free and reliable service to our customers. For this purpose, and to safeguard the interests of our clients and us, we recommend that you go through the terms and conditions that follow.

Should you have any questions, please feel free to call or write to us and a member of our team will be happy to assist you.

Arrival Time:

While VaiVan pays utmost importance to punctuality, at times circumstances beyond our control prevent us from arriving at a pickup location on time. These circumstances could include heavy traffic, roadblocks, bad weather, natural calamities, and other emergencies. For this reason, we maintain that booking times are estimated. Please allow us a two hours window to reach the pickup destination.

We do not accept responsibility for losses incurred by customers as a result of pickup or delivery delays beyond our control. Compensation or refunds are not offered for unpunctuality.

Quotations and Pricing:

Although a signed quotation along with the entire terms and conditions represents the agreement between both parties, it does not initiate a contract until a confirmation text has been sent to the customer’s mobile stating that we are available and willing to offer our services on the requested time and day. Such a confirmation text is generally sent to clients within 10 minutes of receiving acceptance of our quotation.

Each quote is given as a fixed amount after calculating the estimated hours VaiVan will be used. While the price on the quote is fixed, it can change if certain ‘circumstances’ or ‘additional expenses’ were omitted while preparing the quote. Below is an explanation of these:

  • Congestion charges, tolls, customs duties and fees such as government fees, or other statutory fees that were not included in the quote must be borne by customers.

  • Customers that wish to make a self-loading inquiry must know that the minimum booking time for this option is 3 hours unless it is accepted by the team.

  • Customers are required to reserve a parking space close to the pick-up and delivery location. If our van driver receives a ticket because parking wasn’t arranged, the customer must pay the amount on the ticket to our driver.

  • If the consignment is to be collected from or delivered to floors other than the ground floor and this was not discussed while the quote was being prepared, additional charges will be added to the invoice.

  • We must be informed if multiple journeys or other routes are to be taken (in cases where more than one pickup or drop is to be made). Multiple drop locations may result in customers paying an additional fuel charge as well as £10 per each via or destination.

  • All bookings are subject to a minimum £30 deposit. (Amount may differ depending on the booking)

  • If access to the pickup and delivery point is limited, making the collection and delivery of the goods difficult and therefore increasing the actual time taken to make the transfer, charges will be added for the extra time.

  • Delays caused by clients for reasons such as our drivers being asked to wait as they are not ready, parking not arranged, customers lost keys, packing incomplete and other unforeseeable circumstances not mentioned here will result in an increase in cost.

Each job is unique and for this reason, any other unplanned expenses that arise because of the nature of the job must be borne by the customer.

Payment:

All payments need to be paid in full before completion.

Works that we do not undertake:

Unless previously agreed in writing, we do not:

  • Dismantle electrical devices.

  • Remove or lay floor coverings.

  • Use lofts to move goods.

  • Use ropes to let items down (e.g. – sofas, pianos, tables, cupboards).

  • We do not deal with pianos if it happens it needs to be moved through staircases.

  • Carry items that require to be transported in a controlled environment.

  • Transporting waste that will dirty our vans, making them unsuitable to be used by the next customer.

  • Carry currency and high-value items such as jewellery, watches, precious materials etc.

  • Remove doors or make new entrances to premises.

  • Work in pickup or drop locations where the paint is still wet.

  • Undertake any works that our staff is not qualified or authorised to carry out.

Customers’ responsibilities:

While we do our best to ensure that our customers’ moves are trouble free and as comfortable as possible, there are certain expectations from customers.

  • Customers are required to pack their goods properly. We cannot be held accountable for damages or breakages caused due to poor packing.

  • Our team is always happy to help clients determine the right size of van or vans required to transfer their consignment. If, however, customers do not consult us and later realise that the van selected is not large enough to accommodate their goods, they will have to bear the cost of replacing the van or ordering an additional van.

  • It is up to the customer to determine whether the goods being delivered will fit in the delivery location. It has been observed that upon reaching the destination, at times, items such as sofas, beds, wardrobes, do not fit in the space available. In cases such as these, we are unable to remove doors or make modifications to the premises to accommodate these items.

  • It must be noted that insurance does not cover damages caused because goods were forced in places too small for them. E.g. – a wardrobe being damaged because it was being squeezed through a door that wasn’t large enough for it.

  • Customers are required to be ready for the driver. Delays on the customers' part will cause the final bill to increase. These delays could happen because an incorrect address was given, packing was incomplete, keys were missing, the customer didn’t reach the pickup location on time etc.

  • Clients must Reserve the closest parking space to the exit door of the pick-up and delivery location. They can do so by calling the council to request a ‘parking suspension’. If our vans are getting a ticket because parking wasn’t arranged beforehand, the customer will have to pay the driver the amount of the ticket.

  • Clients are responsible to obtain necessary licences or documentation required to transport their goods, for example, motorbikes need to have a logbook with it if it happens it was the only item needed moving.

  • It is the customer’s responsibility to report any damages to their goods while the driver is with them so that he can log a complaint and take photographs of the breakages.

  • Clients must defrost fridges and freezers.

  • Customers must ensure that no item that was to be shifted is left behind in error. If an additional trip is to be made because some items were left behind, customers will have to bear the cost of the trip.

  • If customers hire our vans to go to their recycling centres (which we do not agree to in most cases), it is their responsibility to obtain the necessary ‘waste disposal licences’ or check whether they need one from the respective centres. Any fee charged by the centre will have to be borne by the customer.

  • To avoid accidents, customers are requested to keep children away when goods are being carried.

  • Customers are required to make payments as stated in the contract, including expenses incurred by us on their behalf. If customers are unable to make or refuse to do so, we have the right to hold and ultimately dispose of their goods unless payment has been made in full. All storage charges incurred because of goods being held will have to be borne by the customer.

  • We do have a daily late payment fee of £25 for any jobs that do not get paid within 30 days of completion day.

Insurance:

VaiVan offers both ‘Goods in Transit’ and ‘Public Liability’ Insurance.

‘Goods in Transit Insurance’ covers consignments against damage or loss while they are being transported from one place to another or being stored during a journey. All goods in transit are insured for up to £10,000, claims exceeding this amount are non-refundable.

Excesses

£500 –  Each and every claim in respect of errors & omissions.

£250 – For all other claims

(The excess will be deducted from your total insurance payout).

There is no cover for owner packed goods and non packed goods under this insurance policy unless caused by a major accident to the means of conveyance.

Customers must report any damages to their goods while our driver is with them so that they can log a complaint and take photographs to establish the breakages. We will not accept responsibility for damages discovered after our driver has left the drop off destination.

‘Public Liability Insurance’ protects against claims of property damage or injuries that a third party suffers as a result of business activity. Our excess for Public Liability Insurance is £500 (This is payable by the customer, not VaiVan).
Cancellation:
 All cancellations must be made by email.
 If customers decide against using our services and notify us more than 48 hours before the pickup time, 100% of the booking amount is refunded to them and there won’t be any cancellation fee whatsoever.
Customers that notify us between 24 to 48 hours of the pickup time will be charged 50% of the booking amount.
Cancellations requested 24 hours before the pickup time will not be accepted. Customers will have to bear the entire cost of the booking.
We reserve the right to cancel or change any bookings. We also reserve the right, upon non-payment of a cancellation charge, to share your details with collection agencies and register your details with credit reference agencies.
Call Recording:
All calls received at our offices are recorded and can be used for training and quality purposes. Recorded calls can also be used as evidence should disagreements arise.
 If you need to complain:
At VaiVan it is our constant endeavour to provide the best man and van hire services in the UK. At times, however, you could feel that the service provided to you was not up to your expectations.
 If due to any reason whatsoever, you are not satisfied with our services, we would like to hear from you. We will do our best to address your concerns.
Please complain by calling or emailing us at:
 Phone: 07548486464
info@vaivan.co.uk