TERMS & CONDITIONS — BOX & VAN

Last updated: 17 February 2026

1. About Us

Box & 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, distance)
Parking restrictions
Disassembly requirements

If the job differs materially, the Provider may:

Adjust the price, or
Refuse unsafe work

3. Payments

Deposits

Bookings over £170 require a deposit to secure the date.

Balance Payment

The remaining balance is charged 24 hours before the booking.

Same-day / Next-day bookings

For urgent bookings we may place a temporary authorisation hold and capture payment once a Provider accepts the job. Failure of payment may result in cancellation.

4. Cancellations & Rescheduling

Time before booking	Outcome
48+ hours	Deposit refunded
Under 48 hours	Deposit retained

One reschedule is permitted if requested more than 48 hours before the booking. A second reschedule requires a new payment and the original deposit is retained.

5. Customer Responsibilities

You must ensure:

Safe property access
Legal parking arrangements
Items are packed unless packing service booked
Someone present at collection and delivery

Waiting time may be charged if delays occur. We or the Provider may refuse unsafe work.

6. Damage & Claims

Damage must be reported within 72 hours of job completion. Evidence deadlines apply:

Initial evidence: 48 hours
Additional evidence: 48 hours

Failure to provide evidence within the timeframes may result in the claim being declined.

Cash settlements are capped at £250. Higher value claims are handled via insurance.

7. Provider Relationship

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