Terms of Service
Our terms and conditions for using YourLocalVan's professional moving and delivery services.
Welcome to YourLocalVan. These Terms of Service ("Terms") govern your use of our moving, delivery, and courier services. By booking our services, you agree to be bound by these terms and our Privacy Policy.
1Service Description
YourLocalVan provides professional moving and delivery services including:
- Residential & Commercial Removals: House and office moving services within London and surrounding areas.
- Furniture Delivery: Safe transportation of furniture and large items.
- Courier Services: Same-day and next-day delivery for packages and documents.
- Specialist Services: Piano moving, antique handling, and fragile item transportation.
2Booking & Payment Terms
Booking Process
- All bookings must be confirmed with full payment or approved deposit
- Service dates are subject to availability and confirmation
- Accurate inventory and service details must be provided
Payment Terms
- Payment due at time of booking confirmation
- Additional charges for extra services or time will be agreed beforehand
- All prices include VAT where applicable
3Cancellation & Rescheduling Policy
24+ Hours Notice
Full refund for cancellations made 24 hours or more before scheduled service.
12-24 Hours Notice
50% refund for cancellations made 12-24 hours before scheduled service.
Less than 12 Hours
No refund for cancellations made less than 12 hours before scheduled service.
Free Rescheduling: One free rescheduling is allowed with 24+ hours notice. Additional rescheduling may incur administrative fees.
4Customer Responsibilities
Before Service
- Provide accurate inventory and service requirements
- Ensure clear access to pickup and delivery locations
- Secure necessary permits for parking or building access
- Pack items appropriately and declare valuable/fragile items
During Service
- Be present or provide authorized representative
- Inspect items before and after transportation
- Report any concerns immediately to our team
- Provide reasonable assistance for heavy or complex items
5Insurance & Liability
Our Coverage
- Standard Coverage: Up to £100,000 public liability insurance
- Goods in Transit: Basic coverage for loss or damage during transportation
- Enhanced Insurance: Additional coverage available for high-value items
Limitations
- Coverage excludes items not properly declared or packaged
- Pre-existing damage must be documented before service
- Claims must be reported within 24 hours of service completion
Important: We recommend customers maintain their own comprehensive insurance for valuable items. Our standard coverage provides basic protection but may not cover full replacement value.
6Service Standards & Guarantees
Punctuality
Arrival within agreed 2-hour time windows
Professional Service
Trained, uniformed, and vetted team members
Care & Protection
Proper equipment and protective materials used
7Prohibited & Restricted Items
Prohibited Items
- • Hazardous materials and chemicals
- • Illegal substances or contraband
- • Explosive or flammable materials
- • Firearms and weapons
- • Perishable food items
- • Live animals or plants
Restricted Items
- • High-value items (prior declaration required)
- • Fragile antiques and artwork
- • Important documents and data
- • Personal medications
- • Irreplaceable personal items
- • Items requiring special permits
8Dispute Resolution & Complaints
Direct Contact
Contact our customer service team first to resolve any issues directly.
Formal Complaint
Submit a formal written complaint if the issue cannot be resolved directly.
Mediation
Independent mediation may be sought for unresolved disputes.
9Legal Terms & Governing Law
Governing Law
These Terms are governed by the laws of England and Wales. Any disputes will be subject to the exclusive jurisdiction of the English courts.
Terms Updates
We may update these Terms periodically. Customers will be notified of significant changes via email or website notification.
Severability
If any provision of these Terms is found to be unenforceable, the remaining provisions will continue in full force and effect.
Questions About Our Terms?
If you have any questions about these Terms of Service or need clarification on any point, we're here to help.