Consumer Booking Terms and Conditions

1. What Box and Van does

Box and Van operates the booking platform and arranges moving, delivery and related services through independent provider businesses. The provider carrying out the physical service is an independent contractor, not a Box and Van employee.

2. When a booking is confirmed

A quote request, payment authorisation or checkout session is not by itself a confirmed booking. A booking is confirmed when the required payment or authorisation has been received, Box and Van has accepted the booking and a booking confirmation has been issued.

For same-day and next-day work, payment may be authorised before dispatch and captured only after the required provider acceptance checks. If no suitable provider can be secured within the operational window, Box and Van may release the payment hold and offer another date.

3. Prices and payment

Prices are based on the information supplied for the booking. The current quote shown before checkout is the price source for that job.

Urgency, weekend timing, distance, access, parking, inventory, crew, heavy items, dismantling, reassembly and other extras may affect the quote. Any applicable uplift or charge is shown through the current pricing route rather than guaranteed by a marketing headline.

• Provide complete collection and delivery addresses.
• Declare floor levels, stairs, lifts, parking restrictions and long carries.
• Provide an accurate item list and identify heavy, fragile, high-value or unusual items.
• Tell Box and Van about material changes before the provider starts work.

4. Changes, rescheduling and cancellation

The standard policy window is 48 hours before the scheduled start. A first reschedule requested at least 48 hours before the start can normally be processed within policy, subject to availability.

If a cancellation is confirmed at least 48 hours before the scheduled start, the booking policy provides for the deposit to be refunded. If cancellation is confirmed inside 48 hours, the deposit is retained. Box and Van uses a two-step cancellation confirmation so the customer is told the deposit outcome before the cancellation is executed.

A second reschedule, or a reschedule requested outside the policy window, may require a new payment and the existing deposit may be retained. Refunds, where due, are returned through the same payment method used for payment.

5. Customer responsibilities

• Be legally entitled to instruct the booking and provide accurate information.
• Have an authorised adult available where access or handover is required.
• Make sure items are packed and ready unless a packing service is expressly included.
• Arrange required parking, building access, permits, keys and permissions.
• Keep access routes reasonably safe and disclose anything that affects lifting or transport.
• Do not include illegal, hazardous, prohibited or undeclared specialist items.

6. Prohibited and specialist items

A provider may refuse any item that is illegal, unsafe, undeclared, too heavy, too large or outside the provider's lawful or insured capability. Hazardous substances, explosives, illegal drugs, weapons, cash, live animals and other specialist or controlled items are not covered by a standard booking.

7. Access, waiting and failed attendance

If the provider cannot safely access the site, the customer is not ready, or the job materially differs from the booking, additional waiting, access, return-visit or scope charges may apply where permitted by the current price book and booking terms. Box and Van should be contacted before extra work or charges are agreed.

8. Claims and damage

Loss, damage or another booking-related claim should be reported within 72 hours of the booking ending. Supporting evidence may include customer photos, provider start and end evidence, messages, timing records, receipts and other relevant records.

The standard target is an initial claims response within 10 working days. That is a target, not a guaranteed final resolution date. Complex or insurance-led claims may take longer. The normal direct Box and Van cash settlement cap for lower-value claims is £250; higher-value matters may be referred to the relevant insurance route.

9. Limits of responsibility

Nothing in these terms excludes liability where the law does not allow that. Subject to that rule, Box and Van is not responsible for loss caused by materially incorrect customer information, undeclared items, unsafe access, traffic, weather, road closures, building restrictions or events outside reasonable control.

10. Off-platform dealing

Bookings created through Box and Van must remain on the Box and Van platform. Customers and providers must not move an in-platform booking off-platform to avoid charges, support controls, evidence requirements or claims procedures.

11. Consumer cancellation rights

Where statutory distance-contract cancellation rights apply, Box and Van will apply them in accordance with UK consumer law. If you expressly ask for a service to begin during a statutory cancellation period, the legal consequences of that request may affect the amount refundable once performance has started or been completed.

12. Privacy, complaints and governing law

Personal data is handled under the Box and Van Privacy Notice. General complaints can be sent to support@boxandvan.co.uk and formal legal notices to admin@boxandvan.co.uk.

These terms are governed by the law of England and Wales, subject to any mandatory consumer rights that allow a customer to bring proceedings elsewhere.