Welcome to Vanmove. This page (together with the documents referred to in it) tells you the terms (the “Terms”) which apply when you book any service (the "service") from our vanmove.com website or mobile applications and related services (each referred to as an “Application”).

Please read these Terms carefully before ordering any Service from our Application. If you have any questions relating to these Terms please contact support@vanmove.com before you make a booking. If you are a consumer, you have certain legal rights when you order services using our Application. You can find more information about these rights at: https://www.citizensadvice.org.uk/consumer/. Your legal rights are not affected by these Terms, which apply in addition to them and do not replace them. By setting up your Vanmove account, you confirm that you accept these Terms.

Vanmove.com is operated by Vanmove logistics ltd, a company incorporated and registered in England and Wales, whose registered office is at 71 - 75 Shelton Street, Covent Garden, London WC2H 9JQ. Our Company registration number is 15791381. You may contact us at support@vanmove.com, by phone on +44 208 168 1001, or by using the instant messaging facility on our Application.

We provide an online and phone booking platform for individuals for personal or business use, Our objective is to link you to drivers/porters/transport companies with a van/vehicle we partner with (“Partner Drivers/Porter/ Transport Companies") and allow you to book Items/Goods for delivery (our “Service”), to book a collection and deliver item(s) using one of the independent delivery drivers/porters/transport companies we represent (each a “Driver/Porter/Transport Company ”). Where you book a Partner Driver/Porter /Transport Companies, Vanmove acts as an agent on behalf of the Partner Driver/Porter/Transport Company to conclude your booking from our Application, and to manage your experience throughout the booking process. Our platform allows you to individually list the items you want moved at a date, time and price of your choice. We call this a “Booking”.

Important: Our platform allows you to make offers of how much you wish to pay to book one of our services, please note an offer to move an item(s) is not a guaranteed service and does not form a contract until a driver/porter/transport company has accepted your offer.

This page (together with the documents referred to on it) tells you the terms of use on which you may make use of our website vanmove.com (our "Site") or any application we make available via an app store or otherwise (our "Service"), whether as a guest or a registered user. Please read these terms of use carefully before you start to use or Site or our Service. By accessing our Site or by using our Service, you indicate that you accept these terms of use and that you agree to abide by them. If you do not agree to these terms of use, do not use access our Site or use our Service.

  1. Accessing Our Service Or Our Services

    Access to our Site and to our Service is permitted on a temporary basis, and we reserve the right to withdraw or amend access to our Site or our Service without notice. We will not be liable if, for any reason, our Site or our Service is unavailable at any time or for any period. From time to time, we may restrict access to some parts our Site or our Service, or our entire Site or Service to users who have registered with us. You are responsible for maintaining the confidentially of your login details and any activities that occur under your account. If you have any concerns about your login details or think they have been misused, you should contact support@vanmove.com straight away to let us know. We can deactivate your account at any time.

  2. We operate an online marketplace and act as a fee collecting (’Deposit’ referred to as ‘Service Fee’) booking agent for individual Partner Driver(s)/Porter(s) and/or Transport Companies, who agree to operate using our platform. Whenever you book a service using our website www.vanmove.com or our App available on the App Store or Google Play Store (“our Platform”) you agree to these terms and conditions (“the Terms”).
  3. We can update these Terms at anytime so always read the latest version on our website before making a booking with us.
  4. These Terms are important, and you should read them carefully. They explain our relationship with you, what we do and what happens if things go wrong, including what you may be charged for cancellations.
  5. Our Partner Driver(s)/Porter(s) and/or Transport Companies may also have terms and conditions that are separate to these. You should read them as well and these are available on request.
  6. When you book a Partner Driver(s)/Porter(s) and/or Transport Companies through us the contract is between you and the Partner Drivers/Porters and/or Transport Companies. We act for the Partner Driver(s)/Porter(s) and/or Transport Companies for the purpose of determining your requirements and selecting the appropriate Partner Driver(s)/Porter(s) and/or Transport Companies from those available.
  7. Each Partner Driver(s)/Porter(s) and/or Transport Companies is solely responsible for performing the service you set out in your request and it is your responsibility to make sure all the relevant information is provided to us, so we can select a Partner Driver(s)/Porter(s) and/or Transport Company to complete your booking.

    8. Pricing

  8. Fixed Price Bookings -The price we quote to you on our Platform is only for the item(s) you have told us you need moving. If you have selected a fixed price (’make an offer’) booking option, your price will be fixed as long as your moving conditions remain the same. Example you list 10 boxes to be moved from the pickup address on a ground floor, to the drop off address also on a ground floor, which you provided when you made the booking. Upon the drivers arrival you now have 20 boxes and your pick up is on a 2nd floor with no lift and you wish to move to a different address. It means the moving conditions have now changed and will either result in a price increase (to be negotiated with the driver). If for example the driver is unable to lift the boxes alone due to excessive weight and you are unable to assist, or the new drop off address is too far away compared to your initial drop off address, then your booking may be cancelled entirely and all deposits will be forfeited, as the deposit will act as a charge towards the drivers attendance and our administrative cost.
  9. Asap App Bookings - Where you have chosen to pay on a metre by the minute, you will be billed per minute in 1 minute increments after the first hour has lapsed, if your job takes less than an hour you will be billed for our base rate which is equivalent to an hours charge.
  10. Future Bookings - If you have selected an estimated duration,example 2 to 3 hours, you will be billed for a minimum of 3 hours, even if your move was completed in a lesser duration.
  11. Make An Offer - When you make an offer to move the offer price will be fixed for the listed inventory, we are not under any obligation to accept your offer, as we cannot guarantee a Partner Driver(s)/Porter(s) and/or Transport Company will be prepared to do your job at your offered price.

    12. Important: We understand that it may be difficult to know how long your move may take, we therefore recommend that you select more time than you think you may need, just to be on the safe side. As you can appreciate drivers book in other jobs near you, so that they can get a full days work in your area. If your move is too big for the duration you selected, the driver may not be able to complete your move in 1 go as they may have another customer waiting. The driver may be able to return at a later time or date to complete your move, but we can’t always guarantee this will be possible. If unsure on how long you will need to book for? contact our office, alternatively opt for a fixed price quote that is not time based.

  12. If you require any other items to be moved from or to other locations, you must make a separate booking.
  13. We reserve the right to reject your Booking on behalf of a Partner Driver(s)/Porter(s) and/or Transport Company at our discretion based on the information you provide.
  14. Our Platform is designed for use in the United Kingdom for personal or business customers and is governed by English law. Access to our Platform by you from any other jurisdiction other than the UK is entirely at your own risk.
  15. Our liability to you under this agreement is a maximum of £250.00 (two hundred and fifty pounds sterling) per booking.

Before you can place bookings for jobs using our Application, you need to open a Vanmove account. When you open an account you may create a password, or other secure login method, and may also have to provide credit card details. You must keep any password you create, or other secure login method, secret, and prevent others from accessing your email account or mobile phone. If another person uses these methods to access your account, you will be responsible to pay for any jobs they book, and we are not responsible for any other losses you suffer, unless the person using your password obtained it because we did not keep it secure.

You may close your account at any time by requesting to do so in your account section of our website or contacting us using the contact details above. We may suspend your access to your account, or close it permanently, if we believe that your account has been used by someone else. We may also close your account if in our opinion you are abusing our Service (for example, by applying for refunds or credit to which we do not consider you are entitled, making repeated unreasonable complaints, mistreating our staff, or any other good reason). If we close your account permanently we will refund any remaining account credit you have validly obtained from our customer service team or Application following any issue with a job, by applying a credit to your registered credit card, or if that is not possible for any reason, by way of a bank transfer using bank details (provided you have supplied them to us).

When you place a booking you will have the choice to place it as an ASAP Booking or a Future Booking. For an ASAP Booking, we will tell you an estimated arrival time before you place the booking.

For a Future Booking you will select the date and time of your pick up, you must be available at least 1 hour before your selected time and 1 hour after your selected time. Once the assigned Driver/Porter/ Transport company is ready to proceed to your pick up location, they would activate the ‘go to pick up’ tab on their App, which will send you an alert that your driver is on their way with an estimated time of arrival. Should the drivers arrival time not be suitable, feel free to give them a call or send them a message with any arrival time concerns you may have, and in most cases the driver may be able to accommodate your timing requirements.

Any booking you make through our platform, needs to be accepted by us or the Partner Driver(s)/Porter(s) and/or Transport Company before it is confirmed. We will send you a notification or an email if your booking has been accepted (the "Booking Confirmation "). The contract for your booking comes into existence when we send the Booking Confirmation. You are responsible for paying for your booking using your account, and for related charges, and for complying with these Terms, even if you have made the booking for someone else. All services offered are subject to availability. Please contact our Partner Driver(s)/Porter(s) and/or Transport Company once they have been assigned to your job, that is of course if they don’t contact you first. Vanmove cannot guarantee that a Partner Driver(s)/Porter(s) and/or Transport Company will contact you first once your booking is accepted, and assigned, but we can guarantee that we would send you the contact details of your designated Partner Driver(s)/Porter(s) and/or Transport Company.

If you need to make changes to your booking you can do this at anytime free of charge, as long as you have contacted us either via email at support@vanmove.com or by calling us on +44 208 168 1001.

If you cannot give us at least 24 hours prior notice, We will always try to accommodate any changes you require to your booked Job, but this may mean we have to create a new booking for you with a new Service Fee, in additional to the original booking; If you need to cancel we may charge you a cancellation fee; or increase/decrease your existing Booking’s Service Fee. We will confirm the details with you and get your agreement to any changes at the time the Job booking is changed.

We act as commercial agent on behalf of our Partner Driver(s)/Porter(s) and/or Transport Companies, This means we arrange for one of our partners to complete your Job at the price you agreed to using our Platform. Once you have accepted the terms of the Job including the Service Fee we will arrange for a Partner to complete your Job at the date and time you chose.

All our our Partner Driver(s) and/or Transport Companies have to carry motor insurance for business use, along with GIT (Goods In Transit Insurance) but this may not cover your items for loss or damage. If your items are lost or damaged during transit you must contact us only after the job has completed so that we can investigate. We recommend you take photos of your items before transit so any damage can be evidenced after the event.

We are not liable for the actions of a Partner Driver(s) and/or Transport Company or any damage caused to your items by Partner Driver(s) and/or Transport Companies, but we will assist with resolving any dispute between you and the Partner Driver(s) and/or Transport Companies. Click here for Goods in Transit

  1. We will use our reasonable efforts to book a Partner Driver(s)/Porter(s) and/or Transport Company based on the information you provide us with through our Platform. If we cannot book a Partner Driver(s)/Porter(s) and/or Transport Company for your job, we will tell you as soon as possible by email (please check your spam folders) or by calling you on the phone. If we cannot find a Partner Driver(s)/Porter(s) and/or Transport Company in time to complete your job, we will refund your deposit.
  2. If your original booked Partner Driver(s)/Porter(s) and/or Transport Company is unable to start your job, we will use our reasonable efforts to find a replacement Partner Driver(s)/Porter(s) and/or Transport Company to complete your Job.
  3. All Partner Driver(s)/Porter(s) and/or Transport Company always receive job reminders, reminding them of your upcoming pre booked job.
  4. The schedule to these terms (see below) sets out details of how to pack certain items and what to do if you are unsure. You should read this in full before the day of your job to avoid a Partner Driver(s)/ Porter(s) and/or Transport Company being unable to complete your job and you being charged a cancellation fee.
  1. By accepting your booking, the Partner Driver(s)/Porter(s) and/or Transport Company agrees to complete that booking to a professional standard without damaging your items and delivering them to the address you provided when you made the booking. Each Partner Driver(s)/Porter(s) and/or Transport Company carries in their van: hand held trolleys straps and blankets. The Partner Driver(s)/Porter(s) and/or Transport Company will collect and transport only the item(s) that you originally requested. If you ask the Partner Driver(s)/Porter(s) and/or Transport Company to move any other item(s), that you did not list in your original booking, the Partner Driver(s)/Porter(s) and/or Transport Company has the right to refuse.
  2. Your Partner Driver(s)/Porter(s) and/or Transport Company can choose to wait for up to 15 minutes after the start time you set in your booking, but this is at the Partner Driver(s)/Porter(s) and/or Transport Company sole discretion as they may have other clients they need to attend to.
  3. If you are not at the pickup address at the time stated in your booking the Partner Driver(s)/Porter(s) and/or Transport Company will attempt to contact you on the telephone number you provided in your booking and will also knock on your door or ring the buzzer/bell/intercom.
  4. If your Partner Driver(s)/Porter(s) and/or Transport Company cannot wait or you are not at your bookings pick-up address within 15 minutes of your start time, then the Partner Driver(s)/Porter(s) and/or Transport Company is free to leave, and you will be charged a cancellation fee equivalent to 25% of your total booking price.
  1. You must be at least 18 years old to use our Platform and you must provide us with a valid email address and telephone contact information. We reserve the right to immediately suspend your access to our platform if we suspect the information you have provided is false or misleading.
  2. You must provide accurate information to us when you register on our App or make a booking on our website. If you provide information that is not true and accurate the Partner Driver(s)/Porter(s) and/or Transport Company may not be able to find you, arrive at the wrong time or not have the right sized vehicle or equipment to complete your job.
  3. If a Partner Driver(s)/Porter(s) and/or Transport Company cannot complete your booking because you did not provide the correct information, then we will charge you 25% cancellation Fee and you will need make a new booking.
  4. It is your responsibility to ensure you have access to our Platform at all times when using our services. You must provide anyone whose personal information you supply to us (for example if a friend or family member is meeting the Partner Driver(s)/Porter(s) and/or Transport Company for your job with a copy of these Terms Of Service and our Privacy Policy Notice.
  5. You agree to provide us at all times with your contact details up to and including the date of your job.
  6. You agree to keep your payment information up to date and to provide us with a valid payment card at the time of your booking and at all times until your job has been completed.
  7. You agree to be at the pickup address set out in your booking request, with your item(s) ready to be loaded onto the vehicle you selected at the time of your booking, at least 15 minutes prior to the vehicles scheduled arrival. If you are not ready in good time, then we may cancel your booking and charge you a cancellation fee.
  8. You must arrange access for the Partner Driver(s)/Porter(s) and/or Transport Company at the drop off location you submitted during your booking.
  9. You must arrange for all parking permits including paying any fees required for parking the Partner Driver(s)/Porter(s) and/or Transport Companies vehicle, so your booking can be completed without the Partner Driver(s)/Porter(s) and/or Transport Company being given a (PCN) Parking Charge Notice. If the Partner Driver(s)/Porter(s) and/or Transport Company arrives and cannot park without risking a PCN, then we may cancel your job and charge you a cancellation fee.
  10. It is your responsibility to pay for any parking related fees. A Partner Driver(s)/Porter(s) and/or Transport Company may refuse to complete your booking if they are required to park at unsafe distance away from your pickup/drop off address. If a Partner Driver(s)/Porter(s) and/or Transport Company is charged a parking penalty to complete your booking, this will be charged to you in addition to your cancellation fee.
  11. If you book a vehicle to move goods to a recycling waste centre, you agree to confirm with that recycling waste centre, if the Partner Driver(s)/Porter(s) and/or Transport Company requires any permit to gain access and complete your booking. This may include informing the local authority of the size of vehicle being used and the nature of the items being disposed of. If a Partner Driver(s)/Porter(s) and/or Transport Company is not able to complete your booking because you have not made the necessary arrangements, the Driver will return all your items to your pickup address and your will be charged 100% of the Booking Price.
  12. You acknowledge the contents of and agree to comply with Schedule 1 “Great Moves”
  13. You agree to behave and ensure that any other person travelling with the Partner Driver(s)/Porter(s) and/or Transport Company on for your booking behaves in a way that is not abusive or threatening towards your Partner Driver(s)/Porter(s) and/or Transport Company. If we become aware of any abusive or unreasonable behaviour by you or anyone connected to you towards a Partner Driver(s)/ Porter(s) and/or Transport Company or our staff, then we reserve the right to terminate your booking with immediate effect; suspend your access to our Platform; and charge you 100% of the Booking Price.
  1. The price you are quoted by our system (“Booking Price”) will be quoted inclusive or exclusive of VAT depending on whether your booking for personal or business use. The Booking Price will not change for a fixed price (’make an offer’) booking, unless you amend the terms of your booking e.g. by changing the drop off or pickup location, add or subtract items, change the nature of the item(s) you need to move.
  2. For hourly or metre bookings the final booking price will be calculated on job completion.
  3. When you agree to the Booking Price quoted by our Platform, we take a pre-authorisation against the debit/credit card normally a 25% deposit, and then may charge the balance amount after completion of your job automatically to your card, unless you have opted to pay your balance to the driver by other means.
  4. You must pay the Booking Price in full on completion of your job before the Partner Driver(s)/ Porter(s) and/or Transport Company leaves .
  5. The Booking Price will include any congestion or emission zone charges and tolls that some cities, bridges and roads charge vehicle users. The Booking Price will never include parking fees required to be paid by a Partner Driver(s)/Porter(s) and/or Transport Company to collect the items included in your booking. You must arrange for these extra charges to be paid by you in time for the job.
  6. If the Booking Price is not paid on completion of a job, then we may prevent you from using our Platform until the Booking Price has been paid. If you cannot pay the Booking Price for any reason you should contact us as soon as possible to discuss the issue with us.
  7. If you do not pay the Booking Price or any other associated charges fees we reasonably charge for our services then we will commence debt recovery proceedings in accordance with our Debt Recovery Policy, which may mean we ask a third party debt collection agency to recover our charges. Any recovery action against you may affect your credit rating and incur extra fees charged by our debt collection agent.
  8. We have set out what charges are included in your booking and what charges would need to be paid separately by you on or before the job’s date.

We have set out below examples of where extra charges may be apply and added to your Booking Price Some of these fees will be added automatically to your total bill and set out in your receipt. These other charges must be paid by you on the day of your job should they apply.

  1. Parking Charges (PCN); You need to pay these on the day of your job. If the Partner Driver(s)/Porter(s) and/or Transport Company incurs any penalty for parking at or near your pickup address, we will add the penalty charge to your final Booking Price.
  2. Euro Tunnel; If we cannot include it in your Booking Price and your Partner Driver(s)/Porter(s) and/or Transport Company has to use the Eurotunnel service to complete your job, we will charge you the cost of the train ticket to your destination and the Driver’s return train ticket on top of the Booking Price you are quoted.
  3. Ferry Crossing; If we cannot include it in your Booking Price and your Partner Driver(s)/Porter(s) and/or Transport Company has to use a ferry service to complete your job, we will charge you the cost of the ferry to your destination and the Partner Driver(s)/Porter(s) and/or Transport Company return ferry crossing on top of the Booking Price you are quoted.
  4. Overseas Travel; If you booking includes moving from one country to another, we may add extra charges to your Booking Price if we cannot include them. These charges may include toll roads, bridges or similar charge imposed by local authorities in jurisdictions outside the UK.
  5. Recycling Charges; If your booking includes disposal of item(s) to a recycling centre, we may add the cost of any licence fee required if your item(s) constitute commercial waste.
  6. Unable to complete the booking; If a Partner Driver(s)/Porter(s) and/or Transport Company cannot complete your booking because of something that is in your control (e.g. not being at a drop address, providing an incorrect drop off address or not giving a Partner Driver(s)/Porter(s) and/or Transport Company an access code) then we may charge you a storage fee for your item(s) and the cost of the Partner Driver(s)/Porter(s) and/or Transport Company securing your items until delivery can be made. Overnight storage rate is £75.00.

You can cancel your booking on our App or website by logging in or by phone at any time up to the day of the job, but you might have to pay us a cancellation fee. You do not have a 14-day cooling off period after booking a Job.

The fees set out below will be charged to your card depending on how much notice you give us to cancel your Job.

  1. Cancellation Notice; On the same day you booked - Free cancellation for Future Bookings as long as the job date and time is more than 24 hours away, otherwise a cancellation charge of 25% of the Booking Price may be charged.
  2. Cancellation Notice; On the same day you booked - Free cancellation for same day bookings as long as your job is not within the next 4 hours. If your job is within the next 4 hours a cancellation charge of 25% of the Booking Price may be charged.
  3. Cancellation Notice; For ASAP on demand booking - Free cancellation as long as the Partner Driver(s) /Porter(s) and/or Transport Company has not activated their ‘go to job’ function. If the Partner Driver(s)/ Porter(s) and/or Transport Company has already arrived at your pick up location, a cancellation fee of the ‘Base Booking’ rate may apply, which is equivalent to the 1st hour ‘Booking Price’ of your job.

When you book a Partner Driver(s)/Porter(s) and/or Transport Company, you will have various loading and off loading options.

  1. Self Load; Simply means you load and off load your own goods, you are totally responsible for your items during loading, transportation and off loading.
  2. Driver Assist; Simply means the driver will assist you to load and off load
  3. Driver and Extra Assist; Simply means the driver and at least a minimum of 1 extra paid helper will assist your to loading and offload.

    4. Important: We do not recommend that you load any item onto a vehicle unless this is agreed by prior arrangement when you initially made the booking, for example you selected Self Load booking.

    If you have agreed with us to assist a Partner Driver(s)/Porter(s) and/or Transport Company loading your item(s) on to the vehicle, you must follow the Partner Driver(s)/Porter(s) and/or Transport Companies instructions at all times, and use any equipment the Partner Driver(s)/Porter(s) and/or Transport Company asks you to. If you or any person connected to your job decides to load any item(s) onto a Partner Driver(s) /Porter(s) and/or Transport Companies vehicle or assist a Partner Driver(s)/Porter(s) and/or Transport Company with loading your item(s), then you agree that neither the Partner Driver(s)/Porter(s) and/or Transport Company or Vanmove liable for the safety of any person who loads items for you or any loss or damage to items listed in your booking. Your Partner Driver(s)/Porter(s) and/or Transport Companies insurance may not cover injury to you or any other person or loss or damage to your item(s) if you or any person connected to your booking loads your item(s) onto the Partner Driver(s)/Porter(s) and/or Transport Companies vehicle.

You and people authorised by you can only travel with the Transport Vehicle at the Driver’s discretion. If you accompany the Driver you acknowledge and agree that this does not constitute a private hire or taxi service and is entirely at your own risk. We strongly recommend you make your own travel arrangements.

To ensure certain standards drivers are vetted by a third-party service before they are on-boarded to our Platform however, we do not accept liability for a driver’s appearance, smoking, driving ability, manner of driving, proficiency of English or use of inappropriate language. No refund will be given for complaints relating to you or any person travelling with the driver, and we strongly recommend that you make your own travel arrangements, as the driver is only required to move the items listed in the job.

If you have a complaint about a Driver/Porter we will do our best to help you resolve it. You can contact us by email at support@vanmove.com We will only agree to deal with a complaint or dispute between you and a Driver/Porter made after your job is completed and in accordance with our Dispute Resolution Policy.

If you have any other complaints that is not driver/porter related, please email us or call customer support +44 333 444 1002 or email us at support@vanmove.com

Nothing in these Terms creates or be deemed to create a joint venture, partnership or agency relationship between you and us.

By using the Platform, you agree that our liability to you is capped at £250.00 per booking. If you accept any cash compensation paid by us in relation to a booking, then your acceptance will be in full and final settlement of any and all claims you may have for that booking against the partner Driver(s)/Porter(s) and/or Transport Companies instructions and us.

We collect and process all information in accordance with our Privacy Policy Notice.

Even if we are not responsible, we will always try our best to help. If something goes wrong with your booking, then and will try and resolve the problem in line with our Dispute Resolution Policy. You can contact us via telephone on +44 333 444 1002 or email us at support@vanmove.com

  1. We will do everything we reasonably can to carry out our side of this agreement but there may be times when we cannot perform our obligations because:
    1. laws, regulations or a government authority stops us; or
    2. circumstances out of our control that we cannot remedy e.g. extreme weather, road closures Driver/Porter illness or failure of mobile networks.
  2. We are not responsible for items left in a drivers vehicle and you agree you are liable for any costs incurred by the driver in returning your items after a job has been completed.
  3. We are a booking and fee collection agent acting for the Partner Driver(s)/Porter(s) and/or Transport Company, but we are not responsible for the actions of the Partner Driver(s)/Porter(s) and/or Transport Company during the completion of your job.
  4. Nothing in these Terms shall limit or exclude our liability to you for death or personal injury caused by our negligence or fraudulent misrepresentation or any other liability that may not, under English law, be limited or excluded.
  5. We are not liable in contract, tort or otherwise howsoever arising out of or in connection with this agreement or use of the App/website for any indirect loss, consequential loss, loss of profits, data, revenue, business opportunity, anticipated savings, goodwill or reputation.
  6. We are not liable to you for any business losses damages or injuries sustained during any moving related task, any liability we do have for losses you suffer is strictly limited to losses that were reasonably foreseeable.

The English courts will have jurisdiction over any claim arising from, or related to, a visit to our Site or use of our Services. These terms of use and any dispute or claim arising out of or in connection with them or their subject matter or formation (including noncontractual disputes or claims) shall be governed by and construed in accordance with the law of England and Wales.

For each completed job you can rate your Partner Driver(s)/Porter(s) and/or Transport Company by leaving feedback on the App or a link that we send to you.

Feedback is important to us and all the Partner Driver(s)/Porter(s) and/or Transport Company who use our platform. Feedback helps improve the service offered, but only works if it is honest and given in good faith. If we determine that:

  1. You asked a Partner Driver(s)/Porter(s) and/or Transport Company to do something not listed in your booking (e.g. move a few extra items); or
  2. You threatened a Partner Driver(s)/Porter(s) and/or Transport Company with negative feedback to get a service not listed in your booking (e.g. to move something to a different drop off address),

We will terminate your account; remove the feedback; or in the case of a third-party provider request the feedback be removed from their platform.

1. Getting your items packed

You must use your best efforts to pack your item(s) so each can be transported safely without damage to the item or injury to the person moving the item(s). It is your responsibility to pack everything before your move commences.

If you are not sure how to pack something correctly give our booking team a call, one of our packing experts should be able to advise you completely FREE of charge. Alternatively you can find videos and articles on the web as well.

2. Be ready

If a Partner Driver(s)/Porter(s) and/or Transport Company arrives and your items are not ready to be loaded onto the vehicle, the Partner Driver(s)/Porter(s) and/or Transport Company may wait for up to 15 minutes (but does not have to) but after that will leave without your items and you will be charged 25% of your Booking Price. Your Job may be one of several the Partner Driver(s)/Porter(s) and/or Transport Company is completing that day, and so the Partner Driver(s)/Porter(s) and/or Transport Company cannot always wait for your items to be prepared for your move.

We recommend you take a photo of each item included in your booking before it is moved, just incase an item gets damaged in transit. So that you can easily prove to us that your delivered item(s) was not like that at the pick up point.

3. Special items

Every booking is important to us and some items need extra care and attention, or your Partner Driver(s)/Porter(s) and/or Transport Company may not be able to complete your booking. If any of the following items described in this schedule are included in your booking, then you agree to terms set out below.

  1. Fragile & Strange - We get asked to move a wide range of items but there are some things we will not move including anything illegal, certain animals or hazardous materials. If you have items, you want to move but you did not tell us about them at time of booking, then we do not guarantee the Partner Driver(s)/Porter(s) and/or Transport Company will take these items. If you are in doubt then please contact our booking team first either by calling us on +44 208 168 1001 or dropping us an email before booking.
  2. Dismantled first is the safest way to move - If you need to move an item that can be dismantled then you must dismantle it and secure the item for transport before your Partner Driver(s)/Porter(s) and/or Transport Company arrives. This would include for example: a 3 door wardrobes, bunk and large beds, sheds, playhouse, gym machines, garden furniture, or outdoor play equipment. Alternatively why not give us a call on +44 208 168 1001 before booking am sure we can always find a solution for you, after all that is exactly what Vanmove was set up to do.
  3. Flat Pack Furniture - Flat Pack furniture of any kind should not be disassembled as this can weaken the item and cause damage during transport. Neither Vanmove or your Partner Driver(s)/Porter(s) and/or Transport Company accept liability for damage to Flat Pack Furniture and your Partner Driver(s)/Porter(s) and/or Transport Company will not dismantle or reassemble any item including Flat Pack Furniture.
  4. Piano - You must tell us if you need to move Piano during your booking process and you must secure the piano for transport before the Partner Driver(s)/Porter(s) and/or Transport Company arrives to collect.
  5. Furniture that needs to be assembled - Some furniture (e.g. a wardrobes) needs to be dismantled before it can be moved. You must disassemble furniture before the vehicle arrives. It can be helpful to keep all the screws in one bag and tape this to the furniture, so you can reassemble it at your new place. Our Partner Driver(s)/Porter(s) and/or Transport Companies only carry very basic tools, but they are not usually booked to disassemble or reassemble any items and this will need to be done by you.

    In rear circumstances some Partner Driver(s)/Porter(s) and/or Transport Companies may be able to offer a full dismantling and assembling service, it best to check with them once they have contacted after you have booked. Alternatively why not give us a call on +44 208 168 1001 before booking am sure we can always find a solution for you, after all that is exactly what Vanmove was set up to do.
  6. Washing Machine - You need to remove any kitchen cabinet casing you must empty the machine of any washing or other items, and you must disconnect the machine from the mains water, electricity and any drainage. This needs to be done before the Partner Driver(s)/Porter(s) and/or Transport Company arrives.
  7. Dishwasher - You need to remove any kitchen cabinet casing you must empty the machine of any washing or other items, and you must disconnect the machine from the mains water, electricity and any drainage. This needs to be done before the Partner Driver(s)/Porter(s) and/or Transport Company arrives.
  8. Standard Single Fridge Freezers - You need to remove any kitchen cabinet casing and you must defrost your Fridge or Freezer (or combination of the two) before we can move it. The item should be disconnected and unplumbed before the vehicle arrives.

    Please note; fridge freezers should be left for the gas to settle for as long as possible, a minimum of 6 hours is recommended if the fridge was transported in an upright position, if the fridge was laid down during transportation, it is recommended to leave it off in an upright position for at least 24 hours.
  9. American Fridge Freezers - These items must be explicitly listed when you make your booking as they are nonstandard size. A Partner Driver(s)/Porter(s) and/or Transport Company can refuse to move this item if you have not explicitly include it in your inventory. The item should be defrosted, disconnected and unplumbed in the same way as a standard single fridge freezer. Please note; fridge freezers should be left for the gas to settle for as long as possible, a minimum of 6 hours is recommended if the fridge was transported in an upright position, if the fridge was laid down during transportation, it is recommended to leave it off in an upright position for at least 24 hours.
  10. Flat Screen TVs - These must be removed from any wall mount before the Partner Driver(s)/Porter(s) and/or Transport Company arrives and placed back in its original packaging, if not available should be bubble wrapped and placed in alternative cardboard wrapping. As a last result the vehicle should have some moving blankets which can be used instead before transit.

    A Partner Driver(s)/Porter(s) and/or Transport Company may refuse to move it, if a Television has not been removed from a wall mount unless this was specified in the original booking, or if the Tv doesn’t have adequate protection.

4. Parking, Loading and Unloading - If any of the circumstances set out below apply to your booking, then you agree to the terms set out below

  1. Restricted Parking - You must arrange for suitable parking arrangements for the vehicle to park, load and unload your items. You must also pay for any parking permits or pay and display tickets the vehicle will need to complete your job. These include, but are not limited to, suspended bays, parking permits, width restrictions and parking distances from your premises. If the Partner Driver(s)/Porter(s) and/or Transport Company has to pay for any parking related costs directly linked to your job, then your card will be charged the amount of the parking costs incurred in addition to the Booking Price.
  2. Parking Access - You must make sure the Partner Driver(s)/Porter(s) and/or Transport Company and vehicle has safe and easy access to the pickup and drop off addresses. If you have any special instructions so the Partner Driver(s)/Porter(s) and/or Transport Company can access these locations, you must tell us beforehand. You can do this during the booking process under the special instructions section or afterwards by email to support@vanmove.com

We may revise these terms of use at any time by amending this page. You are expected to check this page from time to time to take notice of any changes we make, as they are binding on you.

If you have any concerns about material which appears on our Service, please contact support@ vanmove.com

PRIVACY POLICY NOTICE

At Vanmove.com we are dedicated to safeguarding and preserving your privacy when visiting our Website/App or communicating electronically with us.

The policy: This privacy policy notice is for this website; [www.vanmove.com] and our App and served by Vanmove logistics ltd whose registered office is 71 - 75 Shelton Street, Covent Garden, London WC2H 9JQ and governs the privacy of those who use it.

The purpose of this policy is to explain to you how we control, process, handle and protect your personal information while browsing or using our Website or App, including your rights under current laws and regulations. If you do not agree to the following policy you may wish to cease viewing / using our website or App (which are available from the App Store or Go ogle Play Store)] or who otherwise gives us information either voluntarily or automatically when they interact with us online, email or on the phone.

We (Vanmove) recommend you read this Privacy Notice to the end, so that you know what we do and what your rights are.

If you have any queries or requests concerning this privacy policy or how we handle your data more generally, please get in touch with us using the following details.

  1. By contacting our Support team at: https://vanmove.com/help or +44 208 168 1002
  2. By contacting our Data Officer: do@vanmove.com

We provide an online booking platform to individuals (“you” or “your”) via the web or App to obtain logistical services from a pre- selected pool of vetted community, of van drivers/porters, (each a “Driver/Porter”) so you can select price, date and time best suited to you and we (’Vanmove’) provide the technical support to connect you with a Driver/Porter.

If you are visiting our App or Website, then we generally collect the following information automatically. We also collect this information if you use the App/website to book a service namely a driver or porter

Whenever you visit our App/Website information about your device, location, IP address and browser maybe collected by us. Depending on the device you are using and how it is set up we may collect information such as:

  1. your device type (OS, model and manufacturer);
  2. your IP address;
  3. your unique device identification number;
  4. your browser;
  5. your location
  6. and any other technical information supplied by your device or ISP;

We may also collect information about the pages you visited on our App/Website and how long you spent on them and which links you clicked on. We do this so we can understand how people use our App/website and how we can better our users experience.

We collect some of this information using cookies and similar tracking software. You can learn more in our Cookie Policy.

If you decide to contact us via phone or email, then we will collect the information your give us on the phone or in your email. Which will be similar to the information we collect when you use our App/Website to book a Driver/Porter.

If you decide to book a Driver/Porter through our App/website, we will collect the personal information that you give us voluntarily through our App/Website. This will usually be through you completing an Online or App booking, via telephone sending us an email via the email address displayed on our App or Website.

This information might include but not limited to:

  1. your name and full address
  2. your contact information e.g. your email address and a telephone number;
  3. your full home and/or business address;
  4. payment information;
  5. and any other personal information that you give to us to help us to book a driver/porter for you;

The list above is just an example of the type of information we might need, but any personal information you give to us will be dealt with as set out in this Privacy Notice.

We will also collect the same information automatically as we set out above. Most of the personal information we collect is provided by you, however we may also collect information from other sources.

If your give us information about your health or another type of special category data, then we will only process this with your consent.

1. Your location

When your status is set to “logged in” (i.e. searching for a driver with a van) on the App, we intermittently collect your location data. If you do not want us to view your location, please change your App status to offline, by logging out, but please note that you will need to be online on the App to be able to check on any live or future booked job(s) status etc.

2. Your use of the App and Customer Support

When you use the App we collect information about your usage of the App, including about your status and (when online) your job and booking progress.

When you interact with our support function via email, phone, post, chat or on the App (“App Support”) or Customers including when you report any incident, our team may collect and use information about you. Your communications with us will be stored. If you contact Support by phone, your calls may be recorded for internal support training and improvement purposes.

3. Cookies

We use cookies or other similar technologies to enable auto-login for you into the App, for API authentication and to obtain technical information about your device that may affect the technical functionality of the App, for example, certain characteristics of and performance data about your device, App and operating system, including your device type, network connection type, app version, phone language, screen size and platform.

You have the right to use your device settings to reject or remove these functional technologies, however please be aware that if you do this, the App will not function correctly and you will not be able to carry out your services as a driver/porter with Vanmove.

The information we collect form you when you use our App/Website to book a driver/porter is needed, so that we can match your requirements with a suitable driver/porter. As we need to know your pick up location so that we know where to collect your item(s) from and your drop of location so that we know where you want your item (s) to be delivered.

  1. We will only process the data we collect about you if there is a reason for doing so, and if that reason is permitted under data protection law. We will have a lawful basis for processing your information if: we need to process your information for the performance of a contract with you, or at your request before we enter into a contract; we have your consent; we have a justifiable reason for processing your data; it is in the public interest for us to process your data; or we are under a legal obligation to do so.
  2. We will share your personal information with the Driver/Porter that our system automatically selects, to complete your booked job.
  3. Where we need to process your information for the performance of a contract with you, or at your request before we enter into a contract, we use your information:
    1. to provide and manage your job request or booking and your, account, including to execute your User Agreement;
    2. to provide you with access to and use of the App/Website as a means of Vanmove engaging you, including to enable you to book jobs and to provide you with the self-service booking tool;
    3. to communicate with you about operational information relating to our services to you, such as any important changes or developments to the App/Website and about your upcoming booked jobs;
    4. to enable Vanmove Support and Customer Services to communicate with you to support your the services we offer to you;
    5. to enable you to access and use of the Vanmove store website and services to order, pay for and receive delivery of Vanmove packaging or moving materials;
  4. We also process your data where we have a justifiable reason for doing so. We have listed these reasons below:
      To communicate with you
    1. to help you to complete your application;
    2. to contact you for your feedback on your experience;
    3. to inform you about special offers or promotions or by referring your contacts as customers
    4. to send you news and information in connection with business processes and to help you to understand more about Vanmove, such as by sending you the “vansletter”, tech updates.
    5. to provide Vanmove services and a positive experience to our customers, such as by providing live job progress updates using your job progress swipes on the App.
      6. To protect Vanmove
    6. for the exercise or defence of legal claims and to exercise and protect the rights of Vanmove and customers, or others, including determining our liability;
    7. to enforce the terms of your Agreement and keep records of such enforcement, including using your data to analyse whether you have breached your Agreement (such as by misusing the App or acting fraudulently), which may result in us disabling or terminating your Agreement if we have the right to do so;
    8. to investigate any complaints or incident reports relating to a driver/porter and to prevent fraud or other misuse of our systems and services;
      9. For referrals and initiatives
    9. to enable your referrer to understand whether they are eligible to receive a referral fee, if you use a referral code in your booking;
    10. to administrate and develop events and other initiatives; and
  5. Where we are under a legal obligation to do so we may use your information:
    1. to keep a record of payments made by you; and
    2. to comply with any other legal obligation or regulatory requirement to which we are subject.
  6. Data protection law describes some processing activities in this section as profiling (see above). You have certain rights in relation to this type of processing. Please see 'Your Rights' section below for more information.
  7. 7 Where we rely on our justifiable reasons for processing as a basis for processing your personal information, we carry out a ‘balancing test’ to ensure that our processing is necessary and that your fundamental rights of privacy are not outweighed by our justifiable reasons for processing.

Where you have given your consent or where we have a justifiable reason for doing so (and are permitted to do so by law) we will use your information to let you know by email about Vanmove’s products and services (such as special offers and store discounts) and/or any promotions from third parties which are designed to save you money, such as by reducing the cost of providing our services to you and by helping us to provide the services more safely through special deals we find for you. You always have the option to unsubscribe from these emails.

A completed job under your Agreement is the collection of item(s) from one or more pick up location(s) and delivered to one or more drop off location(s).. Fees are paid for completed jobs only. We analyse your data and automatically confirm which jobs you are due to pay for.

You can choose to unassign from a booking at any time as long as you have given us at least 24 hours prior notice, through the App where possible or by contacting Support. Choosing to not to pay for a completed a job, is fraudulent activity and a serious breach of your Agreement.

Given the volume of jobs we deal with, we use automated systems to make the automated decisions described above as they provide a more accurate, fair and efficient way of identifying suspected fraud, preventing repeated breaches of your Agreement and limiting the negative impact on our service. Human checks would simply not be possible in the time frames and given the volumes of jobs that we deal with.

You have the right to contest the automated decisions referred to in this section by using the contact details set out in this privacy policy, in which case a person will review the decision.

  1. The information we collect about you will be transferred to and stored on our servers located within the EU. We are very careful and transparent about who else your information is shared with globally.
  2. Sharing your information internally: We share your information with other vanmove group companies only where necessary for the purposes set out in section 3.
  3. Sharing your information with third parties: We share your information with third party service providers who will store your information on their servers. The types of third party service providers whom we share your information with includes:
    1. IT service providers: including cloud, software, analytic, communications and data storage providers and SDKs.
    2. Operational service providers: including feedback and survey providers, and our support service providers, payment providers, user research partners, professional advisors, financial services providers and other suppliers, business partners, contractors and subcontractors.
    3. Partner Apps and customers: we provide limited information to Partner Apps who have accepted your job, for the purposes of our operations.
    4. Insurance companies: if you decide to purchase third party products or services (such as insurance), or where you are you or the provider may request that we provide your information to the provider to enable them to provide the products, services or policy to you, so we will share this information for this purpose. We may also need to share your information with our insurers to establish whether we are liable for any incident you have been involved in whilst a driver/porter was providing a service to you.
    5. Driver/Porter perk partners: If you have indicated an interest in their services.
    6. Media: where we have the legal right to do so, such as if you share (including by publishing or causing to be published) any details about your driver/porter services from Vanmove which are misleading or inconsistent with our records of our service to you including regarding details about your job, we may share your information (such as in the form of a correction) with the media.
  4. In applicable circumstances, we may also share your information:
    1. a if our business enters into a joint venture with, purchases or is sold to or merged with another business entity, your information may be disclosed or transferred to the target company, our new business partners or owners or their advisors;
    2. if we are under a duty to disclose or share your information in order to comply with (and/or where we believe we are under a duty to comply with) any legal obligation or regulatory requirement. This includes where we’re under a legal obligation to respond to police data requests or to exchange information with other companies and organisations for the purposes of fraud protection and prevention;
    3. where we reasonably believe that you or another person has been harmed or is at risk of harm in connection with your services for Vanmove;
    4. in order to enforce our contractual terms with you;
    5. in the event of a dispute relating to our services to you, or to protect the rights of Vanmove, drivers/porters, or others, including to prevent fraud;
    6. with such third parties as we reasonably consider necessary in order to detect or prevent crime, e.g. the police; and
    7. when a driver/porter engages a customer, the driver/porter and customer will have access to each others’ information shown in the App, such as recent jobs, upcoming job etc. If a driver/porter makes a request to us for access to their personal data then in our response we may provide to the driver/porter some personal data about the customer, for example data relating to jobs the driver/porter has worked on.
  5. International data transfers: In some cases the personal data we collect from you might be processed outside the European Economic Area (“EEA”), (which are set out on www.vanmove.com). These countries may not have the same protections for your personal data as the EEA has. However, we are obliged to ensure that the personal data that is processed by us and our suppliers outside of the EEA is protected in the same ways as it would be if it was processed within the EEA. There are therefore certain safeguards in place when your data is processed outside of the EEA.
    1. We ensure a similar degree of protection is afforded to it by ensuring at least one of the following safeguards is implemented:
      1. your personal data is transferred to countries that have been deemed to provide an adequate level of protection for personal data by the European Commission;
      2. we use the EU approved Standard Contractual Clauses; and
      3. where your personal data is transferred to third party providers based in the US, data may be transferred to them if they have self-certified under the Privacy Shield framework in relation to the type of data being transferred, which requires them to provide similar protection to personal data shared between the EU and the US.
    2. Please contact us using the contact details above if you want further information on the countries to which personal data may be transferred and the specific mechanism used by us when transferring your personal data out of the EEA.
  1. We will not retain your information for any longer than we think is necessary.
  2. Information that we collect will be retained for as long as needed to fulfil the purposes outlined in the ‘Use of my information’ section above, in line with our justifiable reasons for processing or for a period specifically required by applicable regulations or laws, such as retaining the information for regulatory reporting purposes.
  3. When determining the relevant retention periods, we will take into account factors including:
    1. our contractual obligations and rights in relation to the information involved;
    2. legal obligation(s) under applicable law to retain data for a certain period of time;
    3. statute of limitations under applicable law(s);
    4. our justifiable reasons for processing where we have carried out balancing tests (see section on ‘Use of your information and why’ above);
    5. (potential) disputes; and
    6. guidelines issued by relevant data protection authorities.
  4. Otherwise, we securely erase your information where we no longer require your information for the purposes collected.
  1. We adopt robust technologies and policies to ensure the personal information we hold about you is suitably protected.
  2. We take steps to protect your information from unauthorised access and against unlawful processing, accidental loss, destruction and damage.
  3. Where you have chosen a password which allows you to access certain parts of the App/Website, you are responsible for keeping this password confidential. We advise you not to share your password with anyone, other than any substitute you are working with. If you do choose to share your password with your substitute, please make sure they are also aware that they must keep it confidential and secure and not share it with anyone else.
  4. Unfortunately, the transmission of information via the internet is not completely secure. Although we will take steps to protect your information, we cannot guarantee the security of your data transmitted to us; any transmission is at your own risk. Once we have received your information, we will use strict procedures and security features to try to prevent unauthorised access.

Under data protection law, you may have a number of rights concerning the data we hold about you. If you wish to exercise any of these rights, please contact us using the contact details set out below. For additional information on your rights, please contact your data protection authority.

  1. The right to be informed. You have the right to be provided with clear, transparent and easily understandable information about how we use your information and your rights. This is why we’re providing you with the information in this policy.
  2. The right of access. You have the right to obtain access to your information (if we’re processing it). This will enable you, for example, to check that we’re using your information in accordance with data protection law. If you wish to access the information we hold about you in this way, please get in touch (see Contact Details).
  3. The right to rectification. You are entitled to have your information corrected if it is inaccurate or incomplete. You can request that we rectify any errors in information that we hold by contacting us (see Contact Details).
  4. The right to erasure. This is also known as ‘the right to be forgotten’ and, in simple terms, enables you to request the deletion or removal of the information that we hold about you by contacting us (see Contact Details). The right is not absolute and only applies in certain circumstances.
  5. The right to restrict processing. You have rights to ‘block’ or ‘suppress’ further use of your information. When processing is restricted, we can still store your information, but will not use it further.
  6. The right to data portability. You have the right to obtain your personal information in an accessible and transferable format so that you can re-use it for your own purposes across different service providers. This is not a general right however and there are exceptions. To learn more please get in touch (see Contact Details).
  7. The right to lodge a complaint. You have the right to lodge a complaint about the way we handle or process your information with a competent data protection authority (see Complaints).
  8. The right to withdraw consent. If you have given your consent to anything we do with your information (i.e. if we rely on consent as a legal basis for processing certain information), you have the right to withdraw that consent at any time. You can do this by contacting us (see Contact Details). Withdrawing consent will not however make unlawful our use of your information while consent had been apparent.
  9. The right to object to processing. You have the right to raise an objection to certain types of processing, including processing for direct marketing and profiling. You can object by contacting us on the details above (Contact Details).

Any changes to our Privacy Policy will be posted to the App and, as appropriate, through notification in the App or by email.

This privacy policy was last updated: 1st April 2020

If you’re not satisfied with our response to any complaint or believe our processing of your information does not comply with data protection law, you can make a complaint to the Information Commissioner’s Office (ICO) using the following details:

  • Address: Information Commissioner’s Office, Wycliffe House, Water Lane, Wilmslow, Cheshire SK9 5AF
  • Telephone number: 0303 123 1113
  • Website: www.ico.org.uk

Vanmove logistics ltd, 71 - 75 Shelton Street, Covent Garden, London WC2H 9JQ


Vanmove logistics ltd ("we", "our", “us” or "Vanmove") is committed to protecting the privacy of drivers/porters who apply to work with us (“driver/porter applicants”), our drivers/porters and their substitutes, including all users of the driver/porter mobile device application (the "Driver/Porter App") and related services. We’ll be the “data controller” of the information we collect about you.

This privacy policy applies to driver/porter applicants, and substitutes (to the extent that we are able to identify you, except for paragraphs 2.1 to 2.3 and any other references to the application and onboarding process, which do not apply to substitutes) (“you” or “your”).

If you are a driver/porter, you must ensure that your substitute has read this privacy policy before working with us. When a driver/porter engages a substitute,the driver/porter and substitute will have access to each others’ information shown in the App, such as recent jobs and any tips paid via the app.

Please read the following privacy policy which explains how and why we collect, use and protect your information.

If you have any queries or requests concerning this privacy policy or how we handle your data more generally, please get in touch with us using the following details.

  1. By contacting our Support team at: https://vanmove.com/help or +44 208 168 1002
  2. By contacting our Data Officer: do@vanmove.com

We collect your information in a variety of ways, such as when you apply to be a Vanmove driver/porter and when you use the App. More details about how your information is collected are listed below.

    Your driver/porter application and account set up
  1. When you apply to work with Vanmove, we ask you to provide information about yourself including your name, contact details, vehicle type, date of birth, postcode, your right to work, and whether you have any unspent criminal convictions.
  2. During the application process, we (or a third party) will ask you to provide further information and documents, such as a copy of your passport and proof of address for criminal background checks and right to work checks. If you are required by applicable law to have a licence or insurance for your vehicle type, we’ll also ask you to provide evidence that you’re compliant with this law, as well as your vehicle registration details. We will track the progress of your application and record the results of your criminal background check.
  3. For your account set-up, we will ask you to provide financial (including bank details), tax and business registration information, and further information related to your services for Vanmove such as contact details of your next of kin (whose details you have permission to share with us for emergency purposes), where you want to work, your uniform and a photo. We record your Vanmove driver/porter payment arrangement and a copy of your signed supplier agreement with us (“Supplier Agreement”).
    4. Payment, planning and kit ordering
  4. We record your jobs, your tips if obtained via the App, your calculated fees and associated fee statement. We also record your self-serve bookings requested, made and confirmed through the App and any priority access you have.
  5. We collect your most recent activity relating to your attendance of booked sessions (where you make bookings), super peak participation and whether you’ve avoided late cancellations. This information is shown as “Statistics” in the App,
  6. When you order uniform through our Vanmove store, you are asked to provide information about yourself including your name, contact details, delivery address, order details and payment information (if required).
    7. Your location
  7. When your status is set to “online” (i.e. available for work) on the App, we intermittently collect your location data. If you do not want us to view your location, please change your App status to offline, but please note that you will need to be online for the App to allow you to be offered work.
    8. Your use of the Driver/Porter App and Customer Support
  8. When you use the App we collect information about your usage of the App, including about your status and (when online) your job progress swipes.
  9. When you interact with our support function via email, phone, post, chat or on the App (“App Support”) or Customers including when you report any incident, our team may collect and use information about you. Your communications with us will be stored. If you contact Support by phone, your calls may be recorded for internal support training and improvement purposes.
    10. Cookies
  10. We use cookies or other similar technologies to enable auto-login for you into the App, for API authentication and to obtain technical information about your device that may affect the technical functionality of the App, for example, certain characteristics of and performance data about your device, App and operating system, including your device type, network connection type, app version, phone language, screen size and platform.
  11. You have the right to use your device settings to reject or remove these functional technologies, however please be aware that if you do this, the App will not function correctly and you will not be able to carry out your services as a driver/porter with Vanmove.
    12. Information abbout your services
  12. We may receive information about your services or any incident you may have been involved with from the customer/business who work with us (our "Partner business"), our customers, other drivers/porters or members of the public.
  13. If you take advantage of the perks offered by a third party partner, the partner will share information with us about your interest in those perks.
  14. We may collect information about you from the feedback you send us or provide to us through focus groups or surveys.
  15. When you use websites or applications of third parties in connection with your services for Vanmove, including during the application and onboarding process, those sites or applications may collect and process your information independently of Vanmove. We recommend that you check their privacy policies to understand how they process your personal data.
  16. We may request your personal data to verify your right to work, such as copies of your identification documents and/or a photograph of you.
  1. We will only process the data we collect about you if there is a reason for doing so, and if that reason is permitted under data protection law. We will have a lawful basis for processing your information if: we need to process your information for the performance of a contract with you, or at your request before we enter into a contract; we have your consent; we have a justifiable reason for processing your data; it is in the public interest for us to process your data; or we are under a legal obligation to do so.
  2. Where we need to process your information for the performance of a contract with you, or at your request before we enter into a contract, we use your information:
    1. to provide and manage your driver or porter application, account, and onboarding process, including to execute your Supplier Agreement;
    2. to provide you with access to and use of the App as a means of Vanmove engaging your services, including to enable you to accept jobs and to provide you with the self-service booking tool;
    3. to communicate with you about operational information relating to your services to Vanmove, such as closed zones, any important changes or developments to the App and about your upcoming booked jobs;
    4. to enable Vanmove Support and Customer Services to communicate with you to support your services;
    5. to offer you job-specific job prices (where available in your market) and calculate and administer payments for your move services and any referrals. Sometimes it may be necessary to use your location data to confirm what payments are due to you, for example whether a surge fee was applicable to you at a certain time and location; and
    6. to enable you to access and use of the Vanmove uniform store website and services to order, pay for and receive delivery of Vanmove uniform
  3. We also process your data where we have a justifiable reason for doing so. We have listed these reasons below:
      4. To communicate with you
    1. to help you to complete your application;
    2. to contact you for your feedback on your experience;
    3. to inform you about opportunities to make more money in connection with the services you provide, such as by working at certain times or other areas or by referring your contacts as drivers or porters;
    4. to send you news and information in connection with your services and the community and to help you to understand more about Vanmove, such as by sending you the “vansletter”, tech updates and helping you to find appropriate road safety equipment;
      5. For our onboarding and job operations
    5. to perform right to work, road licence and insurance checks, and to audit and store evidence of these, to ensure that you are legally compliant when providing the services and to comply with our internal policies, protect our reputation and mitigate our legal risks;
    6. We check whether or not you have unspent criminal convictions using a “basic” DBS check because it is in our legitimate interests (and the legitimate interests of our customers, drivers and porters) to try to prevent our platform from being used for any unlawful purpose and to protect the safety of our customers, other drivers and porters, with whom you will work closely when providing the services.
    7. to make the most efficient decisions when offering you jobs based on factors like your location, and to determine your level of priority access to booking using your “Statistics” data. Data protection law describes this as profiling;
    8. to enable you to use or benefit from an insurance policy;
    9. to enable our Driver/Porter Support, tech and engagement teams to help you with any issues, enquiries or complaints efficiently and effectively, including to fix any bugs or other technical issues in the App using technical information relating to your device;
    10. to provide Vanmove services and a positive experience to our customers, such as by providing live job progress updates using your job progress swipes on the App;
      11. To develop our business, systems and services
    11. to understand from your data (such as your job progress swipes and other App usage, feedback you give about jobs and your location data) as well as the data of other App users, what attributes to a positive or negative customer, driver or porter experience with Vanmove and what might cause inefficient jobs or damage to Vanmove, and use this data to responsibly design, develop, test and implement new tools, processes, and relationships to improve our business, systems and services;
    12. to analyse data about your jobs to make certain assumptions about the types of promotional offers that may be particularly beneficial for you when providing services to Vanmove. For example, this might result in us sending you jobs relevant to the area where you most often work. Data protection law describes this as profiling;
    13. to train our algorithms to make the most effective and accurate decisions, such as training our job dispatch algorithm, Tod;
    14. to interact with you (such as via communications or App functionality) to encourage Vanmove’s network efficiency based on our analysis of your services;
      15. To protect Vanmove
    15. for the exercise or defence of legal claims and to exercise and protect the rights of Vanmove and customers, or others, including determining our liability;
    16. to enforce the terms of your Agreement and keep records of such enforcement, including using your data to analyse whether you have breached your Agreement (such as by misusing the App or acting fraudulently), which may result in us disabling or terminating your Agreement if we have the right to do so;
    17. to investigate any complaints or incident reports relating to a driver/porter and to prevent fraud or other misuse of our systems and services;
      18. For referrals and initiatives
    18. to enable your referrer to understand whether they are eligible to receive a referral fee, if you use a referral code in your application;
    19. to administrate and develop events and other initiatives; and
    20. in driver/porter onboarding campaigns where you agree we may do so. We sometimes also use anonymous or aggregated forms of your information in the media or in driver/porter onboarding campaigns (from which you are not identifiable).
  4. Where we are under a legal obligation to do so we may use your information:
    1. to keep a record of payments made to you; and
    2. to comply with any other legal obligation or regulatory requirement to which we are subject.
  5. Data protection law describes some processing activities in this section as profiling (see above). You have certain rights in relation to this type of processing. Please see 'Your Rights' section below for more information.
  6. Where we rely on our justifiable reasons for processing as a basis for processing your personal information, we carry out a ‘balancing test’ to ensure that our processing is necessary and that your fundamental rights of privacy are not outweighed by our justifiable reasons for processing. You can find out more information about these balancing tests by contacting us using the details above.

Where you have given your consent or where we have a justifiable reason for doing so (and are permitted to do so by law) we will use your information to let you know by email about Vanmove’s products and services (such as special offers and store discounts) and/or any promotions from third parties which are designed to save you money, such as by reducing the cost of providing our services to you and by helping us to provide the services more safely through special deals we find for you. You always have the option to unsubscribe from these emails.

A completed job under your Agreement is the collection of item(s) from one or more pick up location(s) and delivered to one or more drop off location(s).. Fees are paid for completed jobs only. We analyse your data and automatically confirm which jobs you are due to pay for.

You can choose to unassign from a booking at any time as long as you have given us at least 24 hours prior notice, through the App where possible or by contacting Support. Choosing to not to pay for a completed a job, is fraudulent activity and a serious breach of your Agreement.

Given the volume of jobs we deal with, we use automated systems to make the automated decisions described above as they provide a more accurate, fair and efficient way of identifying suspected fraud, preventing repeated breaches of your Agreement and limiting the negative impact on our service. Human checks would simply not be possible in the time frames and given the volumes of jobs that we deal with.

You have the right to contest the automated decisions referred to in this section by using the contact details set out in this privacy policy, in which case a person will review the decision.

  1. The information we collect about you will be transferred to and stored on our servers located within the EU. We are very careful and transparent about who else your information is shared with globally.
  2. Sharing your information internally: We share your information with other vanmove group companies only where necessary for the purposes set out in section 3.
  3. Sharing your information with third parties: We share your information with third party service providers who will store your information on their servers. The types of third party service providers whom we share your information with includes:
    1. IT service providers: including cloud, software, analytic, communications and data storage providers and SDKs.
    2. Operational service providers: including feedback and survey providers, and our support service providers, payment providers, user research partners, professional advisors, financial services providers and other suppliers, business partners, contractors and subcontractors.
    3. Partner Apps and customers: we provide limited information to Partner Apps who have accepted your job, for the purposes of our operations.
    4. Insurance companies: if you decide to purchase third party products or services (such as insurance), or where you are you or the provider may request that we provide your information to the provider to enable them to provide the products, services or policy to you, so we will share this information for this purpose. We may also need to share your information with our insurers to establish whether we are liable for any incident you have been involved in whilst a driver/porter was providing a service to you.
    5. Driver/Porter perk partners: If you have indicated an interest in their services.
    6. Media: where we have the legal right to do so, such as if you share (including by publishing or causing to be published) any details about your driver/porter services from Vanmove which are misleading or inconsistent with our records of our service to you including regarding details about your job, we may share your information (such as in the form of a correction) with the media.
  4. In applicable circumstances, we may also share your information:
    1. a if our business enters into a joint venture with, purchases or is sold to or merged with another business entity, your information may be disclosed or transferred to the target company, our new business partners or owners or their advisors;
    2. if we are under a duty to disclose or share your information in order to comply with (and/or where we believe we are under a duty to comply with) any legal obligation or regulatory requirement. This includes where we’re under a legal obligation to respond to police data requests or to exchange information with other companies and organisations for the purposes of fraud protection and prevention;
    3. where we reasonably believe that you or another person has been harmed or is at risk of harm in connection with your services for Vanmove;
    4. in order to enforce our contractual terms with you;
    5. in the event of a dispute relating to our services to you, or to protect the rights of Vanmove, drivers/porters, or others, including to prevent fraud;
    6. with such third parties as we reasonably consider necessary in order to detect or prevent crime, e.g. the police; and
    7. when a driver/porter engages a customer, the driver/porter and customer will have access to each others’ information shown in the App, such as recent jobs, upcoming job etc. If a driver/porter makes a request to us for access to their personal data then in our response we may provide to the driver/porter some personal data about the customer, for example data relating to jobs the driver/porter has worked on.
  5. International data transfers: In some cases the personal data we collect from you might be processed outside the European Economic Area (“EEA”), (which are set out on www.vanmove.com). These countries may not have the same protections for your personal data as the EEA has. However, we are obliged to ensure that the personal data that is processed by us and our suppliers outside of the EEA is protected in the same ways as it would be if it was processed within the EEA. There are therefore certain safeguards in place when your data is processed outside of the EEA.
    1. We ensure a similar degree of protection is afforded to it by ensuring at least one of the following safeguards is implemented:
      1. your personal data is transferred to countries that have been deemed to provide an adequate level of protection for personal data by the European Commission;
      2. we use the EU approved Standard Contractual Clauses; and
      3. where your personal data is transferred to third party providers based in the US, data may be transferred to them if they have self-certified under the Privacy Shield framework in relation to the type of data being transferred, which requires them to provide similar protection to personal data shared between the EU and the US.
    2. Please contact us using the contact details above if you want further information on the countries to which personal data may be transferred and the specific mechanism used by us when transferring your personal data out of the EEA.
  1. We will not retain your information for any longer than we think is necessary.
  2. Information that we collect will be retained for as long as needed to fulfil the purposes outlined in the ‘Use of my information’ section above, in line with our justifiable reasons for processing or for a period specifically required by applicable regulations or laws, such as retaining the information for regulatory reporting purposes.
  3. When determining the relevant retention periods, we will take into account factors including:
    1. our contractual obligations and rights in relation to the information involved;
    2. legal obligation(s) under applicable law to retain data for a certain period of time;
    3. statute of limitations under applicable law(s);
    4. our justifiable reasons for processing where we have carried out balancing tests (see section on ‘Use of your information and why’ above);
    5. (potential) disputes; and
    6. guidelines issued by relevant data protection authorities.
  4. Otherwise, we securely erase your information where we no longer require your information for the purposes collected.
  1. We adopt robust technologies and policies to ensure the personal information we hold about you is suitably protected.
  2. We take steps to protect your information from unauthorised access and against unlawful processing, accidental loss, destruction and damage.
  3. Where you have chosen a password which allows you to access certain parts of the App/Website, you are responsible for keeping this password confidential. We advise you not to share your password with anyone, other than any substitute you are working with. If you do choose to share your password with your substitute, please make sure they are also aware that they must keep it confidential and secure and not share it with anyone else.
  4. Unfortunately, the transmission of information via the internet is not completely secure. Although we will take steps to protect your information, we cannot guarantee the security of your data transmitted to us; any transmission is at your own risk. Once we have received your information, we will use strict procedures and security features to try to prevent unauthorised access.

Under data protection law, you may have a number of rights concerning the data we hold about you. If you wish to exercise any of these rights, please contact us using the contact details set out below. For additional information on your rights, please contact your data protection authority.

  1. The right to be informed. You have the right to be provided with clear, transparent and easily understandable information about how we use your information and your rights. This is why we’re providing you with the information in this policy.
  2. The right of access. You have the right to obtain access to your information (if we’re processing it). This will enable you, for example, to check that we’re using your information in accordance with data protection law. If you wish to access the information we hold about you in this way, please get in touch (see Contact Details).
  3. The right to rectification. You are entitled to have your information corrected if it is inaccurate or incomplete. You can request that we rectify any errors in information that we hold by contacting us (see Contact Details).
  4. The right to erasure. This is also known as ‘the right to be forgotten’ and, in simple terms, enables you to request the deletion or removal of the information that we hold about you by contacting us (see Contact Details). The right is not absolute and only applies in certain circumstances.
  5. The right to restrict processing. You have rights to ‘block’ or ‘suppress’ further use of your information. When processing is restricted, we can still store your information, but will not use it further.
  6. The right to data portability. You have the right to obtain your personal information in an accessible and transferable format so that you can re-use it for your own purposes across different service providers. This is not a general right however and there are exceptions. To learn more please get in touch (see Contact Details).
  7. The right to lodge a complaint. You have the right to lodge a complaint about the way we handle or process your information with a competent data protection authority (see Complaints).
  8. The right to withdraw consent. If you have given your consent to anything we do with your information (i.e. if we rely on consent as a legal basis for processing certain information), you have the right to withdraw that consent at any time. You can do this by contacting us (see Contact Details). Withdrawing consent will not however make unlawful our use of your information while consent had been apparent.
  9. The right to object to processing. You have the right to raise an objection to certain types of processing, including processing for direct marketing and profiling. You can object by contacting us on the details above (Contact Details).

Any changes to our Privacy Policy will be posted to the App and, as appropriate, through notification in the App or by email.

This privacy policy was last updated: 1st April 2020

If you’re not satisfied with our response to any complaint or believe our processing of your information does not comply with data protection law, you can make a complaint to the Information Commissioner’s Office (ICO) using the following details:

  • Address: Information Commissioner’s Office, Wycliffe House, Water Lane, Wilmslow, Cheshire SK9 5AF
  • Telephone number: 0303 123 1113
  • Website: www.ico.org.uk

Vanmove logistics ltd, 71 - 75 Shelton Street, Covent Garden, London WC2H 9JQ

At Vanmove we use cookies and other similar technologies like pixels and tags to allow our website to work, to analyse and improve it, to personalise your experience and to show you relevant advertising. Here’s a breakdown of what that means for you.

WHAT ARE COOKIES?

We think cookies are pretty cool. They make your online experience personalised by helping us show you relevant Vanmove adverts when you browse other websites, helping us to understand how you are using our own website, and saving you lots of time by remembering your details. But how do they do it?

Cookies are actually small files that are stored on your computer or phone. They store small bits of data so that when you visit a website, it can remember your preferences and make sure it shows you content that is relevant to you.

All cookies have expiry dates that determine how long they stay in your browser:

  • Session cookies are temporary cookies that expire automatically whenever you close your browser.
  • Persistent cookies usually stay in your browser for a set period, or until you manually delete them.

HOW WE TRACK EMAILS?

Every email we send to you contains small gif files known as tracking pixels.

These are small graphic files that contain unique identifiers that enable us to recognise when our marketing subscribers have opened an email or clicked certain links. This allows us to record each subscriber's email address, IP address, device ID, date, and time associated with each open and click for a campaign.

We use this data to create reports about how interesting or useful our marketing campaigns were to our users, then we can adjust them to make our campaigns more relevant. For example, if you never open emails about packing boxes, we'll start to assume you don't want to receive emails about packing boxes!

TURNING OFF COOKIES

If you turn off all cookies, Vanmove won’t work properly. But if you want to, you can delete your cookies and manage how cookies are used for the browser you use.

Here are the instructions for desktop browsers:

Google Chrome Firefox Safari Internet Explorer

And here are the instructions for mobile browsers:

Google Chrome on Android Firefox on Android Safari on iOS

To opt out of being tracked by Google Analytics across all websites, visit http://tools.google.com/ dlpage/gaoptout.

NEED MORE INFORMATION?

Our Customer and Driver/Porter Privacy Policies contain more information about users’ data protection rights. If you have any other questions about the way we use cookies, you can contact our general customer services team at: support@vanmove.com or our Data Officer at: do@vanmove.com.

NECESSARY COOKIES

Without cookies most websites wouldn’t work, that includes Vanmove.

The cookies necessary for Vanmove to work allow us to:

  • Add items to your basket and create a booking
  • Check your job status
  • Enable customer service agents to chat with you
  • Keep records of your consent to our use of cookies

Our payment provider Stripe also uses cookies which are necessary to remember your card details and process your payments, without storing your card details on Vanmove's systems.

If you log in to Vanmove using social login, the social login partner (such as Google or Facebook) will use certain cookies to allow you to log in. You can check Google and Facebook’s privacy and cookie policies on their websites.

ANALYTICS COOKIES

Analytics cookies help us understand how people are using our website. This helps us to constantly improve things.

The analytics cookies we use allow us to see:

  • if you’ve visited Vanmove before
  • who’s visited our website without being logged into an account — this tells us how many people are new to Vanmove
  • how much time people spend on Vanmove and when they close their browser
  • how our customers got to Vanmove — for example, if they came to our website from Google
  • search which parts of our website are being used and which parts are not

COOKIES TO IMPROVE THE CONTENTS YOU SEE

We’re also always testing out new ways of making Vanmove as good as it can be.

We do this by trying out new ideas with small groups of customers before rolling things out to everybody. In order to do this we need to use… yes, you’ve guessed it: Cookies!

The cookies we use for this allow us to:

  • know which versions of our website you are visiting
  • control which versions you visit — to find out which ones work best

ADVERTISING COOKIES

We use third party cookies and pixels to collect data about your browsing activity on our website. This means we can show you relevant Vanmove adverts when you browse other websites. This might include ads for job types you’ve booked before — or ads showing you what it's like to be a Vanmove driver or explaining how to apply if you’ve previously visited our driver apply page.

The third party advertising partners that we typically work with are listed below. You can control your ad preference on their websites by following the links below:

Google Microsoft/Bing Facebook Snapchat Twitter

These partners might use cookies, attribution services or similar technologies to check whether we’ve shown you an ad.