Claims & Damage Policy

1. What this policy covers

This policy applies to reports of loss, damage, missing items and other booking-related claim issues. It works alongside the Consumer Booking Terms, the booking record and the evidence available for the job.

2. When to report a claim

A claim should be reported as soon as possible and within 72 hours of the booking ending. A report made outside that window may be rejected where the delay prevents a fair investigation or the applicable terms allow it.

3. How to report it

Send the claim to support@boxandvan.co.uk and include enough information for the booking and issue to be identified.

• Booking reference and customer name.
• Collection and delivery details where relevant.
• A clear description of what happened.
• Photos or video of the affected item, property or issue where available.
• Details of the item and the amount claimed or estimated loss.
• Receipts, replacement estimates or other supporting records where relevant.

4. Evidence and investigation

Box and Van may use customer evidence, provider start and completion photos, messages, booking notes, timestamps, provider statements, receipts, insurance records and any other information reasonably relevant to the investigation.

Customers and providers must cooperate with reasonable requests for evidence. Missing, delayed or contradictory evidence can affect the outcome.

5. What can reduce or defeat a claim

• Pre-existing damage or ordinary wear and tear.
• Inadequate customer packing or undeclared fragility.
• Incorrect or incomplete booking information.
• Undeclared high-value, specialist, prohibited or restricted items.
• Customer handling, customer delay or unsafe access conditions.
• Events outside the reasonable control of Box and Van or the provider.

6. Response target

The standard target is to provide an initial claims response within 10 working days once the claim and sufficient evidence have been received. This is not a guaranteed final-resolution date. A complex claim may take longer where additional evidence, provider input, insurance review or valuation is needed.

7. Settlement and insurance route

For lower-value claims, Box and Van may decide to offer a direct settlement. The normal direct cash settlement cap is £250. Claims above that level may be referred to the relevant insurance route or handled through a more formal investigation.

Opening a claim, requesting evidence or making a goodwill gesture does not by itself amount to an admission of liability.

8. Possible outcomes

• The claim is rejected.
• The claim is upheld in full or in part.
• A direct settlement is offered within the applicable authority or policy limit.
• The matter is referred to an insurer or another formal route.
• More evidence is requested before a decision is made.

9. Contact

Claims should be sent to support@boxandvan.co.uk. Formal legal notices should be sent to admin@boxandvan.co.uk.