TERMS & CONDITIONS — BOX & VAN

Last updated: 24 August 2026

1. About Us

Box and Van is a trading name of Rhys Gordon, operating as a sole trader in the United Kingdom.

Contact: support@boxandvan.co.uk

Website: boxandvan.co.uk

Business address: available upon request

We provide a platform coordinating delivery and removals services with independent transport providers (“Providers”). The physical moving service is carried out by a third-party Provider.

2. Quotes & Bookings

Quotes are based on the information provided at the time of booking. You must accurately declare:

Item sizes and quantities
Access conditions (stairs, lifts and carrying distance)
Parking restrictions
Disassembly, assembly and other additional service requirements

Your confirmed price applies to the scope and information supplied when the booking is made. Traffic or normal journey time does not by itself change the agreed price.

If the job differs materially from the information supplied, we or the Provider may review the work before continuing. This may result in an agreed price adjustment or refusal of work that cannot be completed safely or lawfully.

Online self-service bookings must currently be made at least two calendar days in advance. Requests inside that window must be discussed with Box and Van directly and are subject to Provider availability; they are not guaranteed.

3. Payments

Booking payment

Bookings below £170 are currently taken as full payment through the online checkout. Eligible bookings at or above £170 may offer a deposit option as well as payment in full.

Remaining balance

If a deposit option is used, any remaining balance must be paid by the due date shown for the booking, normally before the service date. Failure of a required payment may result in the booking being placed on hold or cancelled.

Payment processing

Online card payments are processed securely through Stripe. Box and Van does not store your full card details.

4. Cancellations & Rescheduling

Cancellation and reschedule requests can be submitted through the secure customer portal. Submitting a request does not itself confirm that the booking has been cancelled or moved; Box and Van reviews the request and confirms the outcome.

Cancellation requests

Timing of request	Current policy position
At least 48 hours before the scheduled start	Any deposit paid is expected to be refundable, subject to final review.
Less than 48 hours before the scheduled start	Any deposit paid is expected to be retained, subject to final review.

If the scheduled start time is missing or there are exceptional circumstances, the request is sent for manual review before an outcome is confirmed.

Reschedule requests

A first reschedule request made at least 48 hours before the scheduled start can be reviewed without an immediate change to the deposit. The requested new date or time remains subject to Provider availability and confirmation.

A request made inside 48 hours requires manual review. A second or subsequent reschedule request also requires manual review and, if approved, may require a new payment while the original deposit is retained.

5. Customer Responsibilities

You must ensure:

Safe property access
Legal parking arrangements
Items are packed unless a packing service has been booked
Someone is present at collection and delivery where required

Waiting time or additional work may be chargeable where it falls outside the booked scope. We or the Provider may refuse unsafe or unlawful work.

6. Damage & Claims

Damage should be reported as soon as reasonably possible and, where practicable, within 72 hours of job completion. We may request photographs, receipts or other information needed to review the matter.

Claims are reviewed against the evidence supplied, the circumstances of the booking and any applicable Provider insurance. We do not promise that every claim can be concluded within a fixed number of days.

Nothing in these terms limits any rights you have that cannot lawfully be excluded.

7. Provider Relationship

Providers are independent contractors and not employees. Box and Van coordinates bookings and support but does not directly perform the physical transport service.

8. Delays Outside Control

Arrival and completion times can be affected by events outside reasonable control, including:

Traffic and road closures
Severe weather
Mechanical breakdown
Access or parking restrictions

Where this happens, Box and Van will use reasonable efforts to communicate the issue and arrange a practical solution.

9. Limitation of Liability

We are not responsible for loss caused by matters such as pre-existing damage, inadequately packed customer items or materially inaccurate booking information, except where responsibility cannot lawfully be excluded.

Any limitation of liability is subject to applicable law and does not affect statutory rights that cannot be restricted.