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City Traffic

Terms & Conditions

VaiVan – Terms and Conditions

By using VaiVans services, and you agree to the following 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’, ‘cargo and ‘consignment’ refer to the goods being delivered.

VaiVan is dedicated to providing a 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. Contact VaiVan.


  • 1.1. provides a platform that offers its customers a free quotation for a man and van/removal service providers all over the United Kingdom.

  • 1.2. Customers accessing this site must be of adult age (18 years and  above) - and by accessing the site agree that they are of adult age (18 years and above).

  • 1.3. As a customer upon booking our services you agree to the terms and conditions below:

  • 1.4. if you decide to make a booking through our website, you are required to comply with safety features.

  • 1.5. Although the website is made accessible for the purpose therefore structured, we are not liable to give notice or reason of closure or suspension.

  • 1.6. The terms and conditions are bound to change or amend without notice.

  • 1.7. This website is for use of only stated services. Any illegal dealings, abuse or fraudulence will be dealt with legally.

  • 1.8. This website and its contents are copyright property of and are not to be duplicated.

  • 1.9. contains links to other websites to third parties provided for reference purposes. By using third party website services is outside our jurisdictions hence we are not liable to any misappropriations that may occur from their use.

  • 1.10. Our terms and conditions are legally binding hence we will not hesitate to take legal action if the terms are breached.

  • 1.11. VaiVan will not be liable for any personal injury or in extreme cases death occurred during or after the process of using the service caused by negligence or accident.

  • 1.12. We will not be responsible for misrepresentation and fraud experienced during the use of this site.

2. Moving day
  • 2.1.  Customers are responsible for choosing suitable vans for their moving needs. VaiVan can also help determine the right van upon request and in reference to your stated content quantity and content type.

  • 2.2.  Packing of items is the customers responsibility.

  • 2.3.  Customers are required to make parking arrangements to facilitate convenient loading and unloading of goods. Customer is therefore responsible for any parking fees and fines incurred during the service provision.

  • 2.4.  Home appliances e.g. Washing machines, dishwashers, fridge-freezer and cooker are customers' responsibility to sort out plumbing and installation.

  • 2.5.  Dismantling & Assembly: Furniture dismantling and assembly is the customer's responsibility. If you require extra service in that regard, please visit our site or let us know via contact to VaiVan - this is not a free service and will incur additional costs.

  • 2.6.  VaiVan operates on a zero tolerance policy of abuse towards our drivers, staff and movers. If this is experienced the driver, staff or mover holds every right to terminate the job with immediate effect.

  • 2.7.  Ferry costs are not included in the quote hence the customer is responsible for ferry booking and cost.

  • 2.8. Stairs: Carrying goods up the stairs is subject to extra cost. Please refer to our website. Stair charges do not apply if there is a lift - although if the lift (elevator) does not function properly or the goods cannot fit and stairs are used then the customer has to pay the extra cost for the stairs.

  • 2.9.  Travelling in the van: This is not allowed but in some circumstances the customer can request the driver. This however does not warrant the customer to alter abuses on drivers driving skills or comfortability of the passenger seats in the van. This service is not charged but as a form of courtesy. The driver is not required to provide a child seat so for instance of child seat requirements customers provide their own child car seat - as well as this it is up to the drivers discretion as to whether they want to or will be able to carry any passengers.

  • 2.10.  Loading goods in the van: if the customer decides to load the goods in the van, VaiVan is not responsible for any damage, loss or breakage during load, offloading or transit.

  • 2.11. Access to new property: Accessing the new property is the customer's responsibility. We are not committed to create new access i.e. by breaking the window or door this is the customer's responsibility. The customer is supposed to view Accessibility in adverse conditions before they move in dates and make necessary arrangements for Accessibility.

  • 2.12. Recycling centre: It is not the responsibility of our drivers to dispose of your unwanted items or garden waste to the recycling centre. If you wish for our driver to carry out this service, please make necessary arrangements in advance in the case of garden waste to make sure it's properly packaged. You also need to make sure that the day recycling centre is open for the vans accessibility on the intended day. This service is only available upon request and at an extra cost.

  • 2.13. Change of booking time: We do not guarantee flexibility with change of booking time. If you need to change a booking time, please contact VaiVan or the driver directly - the driver will also contact you prior to your move.

  • 2.14. Service completion: It is advisable for both the customer and the driver to inspect the van after completion of moving to make sure that there is nothing left, no customer's item is left in the van before the driver leaves the destination. This will prevent any loss of customers item or false claim(s) from the customer in an unfortunate circumstance - once the driver has left the destination and if any items are left then it is the customers responsibility to re-claim the item, if the customer wishes that VaiVan or the driver brings the item(s) that were left back to their desired or requested location then additional charges will be incurred as a fee.

  •  2.15. Delays: If delays are caused by the customer e.g. due to lack of keys to the new property or unfinished parking etc. the customer will incur extra charges as part of the driver’s assessment.

  • 2.16. 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.

  • 2.17. 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.

  • 2.18. 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.

  • 2.19. Contract of Agreement: Although a quotation along with the entire terms and conditions represents the agreement between both parties, it does not initiate a contract until a confirmation email has been sent to the customer’s email address stating that we are available and willing to offer our services on the requested time and day. Such a confirmation email is generally sent to clients within receiving the requested deposit (upfront payment amount) of our quotation.

  • 2.20. 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.

  • Any fines and or tickets, (for example, FPN's - Fixed Penalty Notice Charges), are to be paid and billed to the customers, including parking tickets which were incurred as a result of service provided or during the process of the service (this includes) whilst driving and stationary phases of the service.

  • 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 mileage charge per each destination.

  • All bookings are subject to a minimum 30% deposit of the quoted / invoiced amount. (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.


  • 2.21. 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.


3. Service fees:
  • 3.1.  All payments need to be paid in full before completion.

  • 3.2.  Extra fees are charged for every extra 30 minutes from the original quoted.

  • 3.3.  Cash payments must be paid in full to the driver before the completion of the service.

  • 3.4.  VAT is not applicable at this moment.

  • 3.5.  For any extra rubbish collected other than what has been agreed over your quote we charge extra and the additional charges are billed to your account in an invoice.

  • 3.6. If you are using our moving services from A to B to transport your waste/rubbish/junk to a tip then there is a £100 cleaning fee on top of your base moving price which will be added to your invoice.

4. Non-Payment:
  • 4.1. VaiVan is not a free service. If the customer refuses to pay the driver, legal action will be taken, and the customer will be barred from use of our website or service(s) indefinitely.

  • 4.2. Failure to make payment will want VaiVan to register your details with blacklist credit agencies. This will in turn have a negative effect on your credit rating.

  • 4.3. The driver has the right to hold your goods for unpaid service. This will incur interest, storage cost and legal cost on top of the money owed. If you fail to pay in full for rubbish/waste/junk removal services the driver has the right to return your rubbish to where it was originally collected.

  • 4.4.  We reserve the right to disclose any information to law enforcement authorities as we deem appropriate.

  • 4.5. If you do not pay your invoice by its due date specified then it will be marked as past overdue and we will assign the rights for the debt to a third party.

5. Insurance:
  • 5.1. VaiVan offers both ‘Goods in Transit’ and ‘Public Liability’ Insurance.

  • 5.2. ‘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. Our excess for Goods in Transit Insurance is £250.00 (This is payable by the customer, not VaiVan).

  • 5.3. Excesses: 

£500.00 – Each and every claim in respect of errors & omissions. [PUBLIC LIABILITY]

£250.00 – For all other claims (Each and every claim in respect of errors & omissions.) [GOODS IN TRANSIT]


  • 5.4.  There is no cover for owner-packed goods (at all) and non-packed goods under this insurance policy unless caused by a major accident to the means of conveyance. If you do not need a packaging service, make sure that you secure and prepare everything for transport to avoid damage as with the self-packing option our insurance policy will not be able to accept liability for damage to self-packed items. Our insurer will not cover any losses if your property was unsecured or improperly secured and not prepared for transport, and the customer's wish was not to secure the property in order to save on time and on moving costs even if you selected and paid for the insurance.

  • 5.5. We advise against participation and removal assistance. If family or friends are involved in moving house for example, we cannot take responsibility for any damage caused during the move.

  • 5.6. 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 or the place of work. We also do not take any responsibility for any moves or work where another third party has been involved such as but not limited to another removals company, a storage company, a logistics or delivery company where our services have not been directly used for example but not limited to during the move where someone else other than a VaiVan driver is delivering the items to delivery point.

  • 5.7. ‘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 £500.00 (This is payable by the customer, not VaiVan).

  • 5.8. is not responsible for any claim made against the service provider and claims should be dealt between the two parties, the customer and the service provider. We will do our best to coordinate between the two parties if such an unlikely incident happens. We suggest all customers check the insurance with the service provider if needed.

  • 5.9. The customer upon making a complaint must provide VaiVan with the original purchase receipt of their item, not being able to do so or refusing to do so voids any insurance claims to establish the value of the items.

  • 5.10. It is the customer's responsibility to arrange additional insurance on their own if insurance is required a higher amount of extra insurance is required.

6. Cancellation:
  • 6.1. All cancellations must be made by email.

  • 6.2. 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.

  • 6.3. Customers that notify us between 24 to 48 hours of the pickup time will be charged 50% of the booking amount.

  • 6.4. Cancellations requested 24 hours before the pickup time will not be accepted. Customers will have to bear the entire cost of the booking.

  • 6.5. We reserve the right to cancel or change any bookings without notice. 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. We also reserve the right upon suspecting that there may be payment issues or non-payment to cancel your booking and not provide service.

  • 6.6. As we use Stripe for payment processing they charge us a processing fee (which varies depending on what card was used and which country and bank that card is registered with) on any payments made using our online booking system. Refunds take 5–10 days approximately to appear on a customer's statement (when refunded via Stripe). Stripe's fees for the original payment won't be returned, but there are no additional fees for the refund in regards to Stripe refunds.

- If you need to complain:
At VaiVan it is our constant endeavour to provide the best services. 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 emailing us at:
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