HelloVans.com Terms & Conditions
Updated May 2025
1. Use of HelloVans.com / HelloMovers.co.uk By using our websites, you agree to the terms outlined below:
1.1. HelloVans.com is a platform offering free quotes from man and van/removal service providers across the UK.
1.2. Users must be 18 years or older.
1.3. Booking any service implies agreement with these terms.
1.4. Users booking through the website must comply with safety measures.
1.5. We reserve the right to close or suspend access at any time without notice.
1.6. Terms may be amended without prior notice.
1.7. Any misuse, fraud, or illegal activity will result in legal action.
1.8. All website content is copyrighted and must not be duplicated.
1.9. We are not liable for content on third-party websites linked from our platform.
1.10. These terms are legally enforceable.
1.11. HelloVans is not liable for personal injuries or fatalities unless caused by proven negligence.
1.12. We are not responsible for misrepresentation or fraud arising from use of the platform.
2. Moving Day Responsibilities
2.1. Customers are responsible for selecting the correct van. We can advise based on item quantity and type.
2.2. Customers must pack their own items unless booking a packing service.
2.3. Customers must arrange parking and cover any related fees or fines.
2.4. Customers handle disconnection/installation of appliances.
2.5. Dismantling/reassembly of furniture is the customer’s responsibility unless requested in advance.
2.6. Abuse of drivers is not tolerated. Drivers may cancel jobs immediately if abused.
2.7. Ferry costs are excluded and must be arranged by the customer.
2.8. Extra charges apply for stairs unless there is a working lift.
2.9. Travelling in the van is not standard but may be permitted by the driver. Customers must supply their own child seat if required.
2.10. If the customer loads the van, HelloVans is not liable for damages during transit.
2.11. Customers are responsible for ensuring access to both properties.
2.12. Drivers are not responsible for recycling or waste disposal unless booked in advance and subject to extra fees.
2.13. Booking time changes must be discussed with the driver. Driver contact details are available in the booking profile.
2.14. Customers must inspect the van after unloading to prevent lost items or false claims.
2.15. Delays caused by the customer (e.g., no keys) may result in additional charges.
3. Copyright
3.1. All website content is copyrighted and may not be reused commercially.
3.2. HelloVans is a licensed trademark.
4. Service Fees
4.1. Payment is due upon service completion if paying cash; otherwise, advance payment is required.
4.2. Extra charges apply for each additional 30 minutes over the quoted time.
4.3. Cash must be paid in full to the driver.
4.4. VAT is not currently applicable.
5. Cancellations
A. Free cancellation if made 72+ hours before service. B. 30% fee if cancelled within 48–24 hours. C. 50% fee if cancelled within 24–12 hours. D. Full fee if cancelled less than 12 hours before service.
6. Cancellation Methods
Cancel via online portal, phone, email, or live chat (during business hours).
Rescheduling requires 24 hours’ notice; less than that incurs a 30% fee.
Parking, ULEZ, and congestion charges are not included in quotes.
We may refuse a job if the property condition is hazardous.
We may reschedule due to unforeseen circumstances.
7. Bookings
7.1. Promotions may affect availability; flexible customers may be reassigned to another driver.
7.2. If reassignment is not possible, a full refund will be issued.
7.3. Standard delay policies don’t apply to discounted bookings.
8. Non-Payment
8.1. Refusal to pay may result in legal action and a permanent ban.
8.2. Non-payment may be reported to credit agencies.
8.3. Drivers may hold goods for non-payment; storage/legal fees apply.
8.4. We reserve the right to report incidents to authorities.
8.5. We do not store card details but reserve the right to re-charge if needed.
9. Feedback
9.1. Feedback is encouraged after each service. One review per job.
9.2. Threatening negative feedback is not allowed.
9.3. Malicious or false reviews will be investigated.
If dissatisfied, follow our dispute process before leaving a negative review.
10. Insurance
10.1. HelloVans operates under Hello Services Ltd, which holds relevant liability and service insurance. Each self-employed mover must carry their own valid insurance. In cases of damages occured during a move, HelloVans may cover proven damages.
11. Booking Confirmation Terms
By using our services, you agree to the above terms. These will be included in your confirmation email. If received via SMS, please refer to this document.
- Booked hours are non-refundable.
- Booking changes must be requested 24+ hours in advance.
- Cancellations within 24 hours incur a 50% charge.
- If customers assist with the move, HelloVans cannot guarantee service outcomes.
- Customers must inspect the van before/after the move.
- Any issues must be reported within 24 hours.
- Parking and ULEZ/congestion charges are excluded. Customers must secure a parking space.
Check if you’re in a congestion zone: https://tfl.gov.uk/modes/driving/congestion-charge/congestion-charge-zone
For questions, contact us by phone or email (Mon–Sat, 9AM–5PM).
HelloVans.com is owned and operated by Hello Services Ltd. Company Registration No: 12004893 (England & Wales).