Please read the terms and conditions before making your booking with Best Man and Van Service. Each clause operates separately. So, if any authority or court considers any clause unlawful, then the remaining will remain effective.

How to Use the Website

  • The access to our website is temporary. If the website is unavailable for any reason, then we will not be responsible for that period of time. We reserve the rights to amend and withdraw any service that is provided on our website without any prior notice.
  • The customer should be will be 18 years or above in age and provide valid information, contact number and email address while booking in the case of drivers registering the age is 21 and above.
  • Any of the local, national and international clients may use the website for lawful purposes and not in any way that is fraudulent, unlawful and in breach of any of the terms, laws and regulations.
  • You are also responsible for ensuring that all the persons accessing the website through your internet connection must be aware of these Terms and Conditions.
  • You cannot duplicate copy or resell any part of our website.
  • We keep the rights to determine whether there has been a breach of our terms and condition. If we determine any breach, then an action will be taken against the client.
  • We retain the right to amend Terms and Conditions any time. You should keep checking this page time to time to notice the changes that we have made on this page. Some of the clauses that are stated on this page replace by giving notice on some other place at the website.
  • If you want any information about the concerned clause, then you have to contact us at info@bestthemanandvan.co.uk

Updates of our Website

  • We revise our website constantly or in the case when the stated clause is out dated. We temporarily suspend the access to our website in order to make the necessary updates.

Intellectual Property Rights

  • We are the owner of all intellectual property rights of our website and the material that is published on it. The law of copyright is in force and all the rights are reserved.
  • You are not allowed to use any material of our website for commercial purposes. If you want to use it, then you have to take a permission and license from us.
  • You may print or download any page of our website for your personal reference without modifying any material.
  • You are not allowed to use the word “Best Man and Van” or any variant that includes the words “Best Man and Van” as a trademark.

Jurisdiction

  • The jurisdiction of English Law is applied on any claim that is related while visiting our website. We reserve a right to take proper action against you for breaching any Terms and Conditions in your country of residence and or any other relevant country.
  • These Terms and Conditions and any dispute that arises shall be governed by and constructed with the Law of England and Wales.

Recording of Calls

  • We reserve the right to record all the calls for training purposes or use these recordings in case of a dispute regarding booking or a service.

What We Do?

  • We aim to provide sharing platform to the customers and drivers where you can easily find each other.
  • You can choose the service provider according to your requirement
  • Keep in mind, when you make any transaction between you and your chosen service provider. The legal contract will be between the customer and the service provider not between the customer and Best Man and Van.

Feedback

  • If you want to rate the service after transaction, then leave your feedback at our website
  • You are not allowed to threaten the service provider in order to take a better service
  • If we get any negative feedback against the service provider, then Best Man and Van will personally investigate the circumstances according to the feedback of the customer. This will be done without any prior notice

Fees

  • Our website is free for the customers. You as a customer should pay the fees through debit/credit card or PayPal when you booked a service provider. The balance is then paid to the service provider when he completes the job. Alternatively, the entire cost of the job will be paid to the driver on completion of his job.
  • If the moving exceeds from the booked time, then the customer has to pay the additional fee. The driver’s half hourly rate for additional time is stated on the Quote page and also specified on the confirmation email. The driver will inform you when your booking is going to expire or exceed the booked limit. Now, it will be your personal decision to carry on or just end the job. If you want the driver to work extra for you, then you have to pay additional fee to the driver in cash on the competition of the job.
  • If the customers are taking extra favors, then they are responsible for the additional fees. When the customer omits the relevant stair carrying charges from their booking and want drivers to carry goods up/down stairs, you might be charged for it separately. The stair charges are clearly visible on the Quote form and you have to decide whether you want that addition in your booking or not.
  • Service provider is responsible to collect all the fees on the completion of the job and all the payments that are VAT associated with the provision of the services.

Cancellations

  • If you cancel the booking more than 7 working days (Mon-Fri) prior to your pick up time, then we will refund all of your card payments. All the cancellation that is made less than 7 working days will be charged 35% as a cancellation fees.
  • If you cancel your booking within 24 hours after reserving the service, then you will not be refunded any payment. The cancelation fees will be paid to the driver because he will not be able to get any request for the time you booked him for.
  • If you postpone your booking and ask to cancel at some future date, then it will be consider as an original booking and date.
  • The Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 are not applicable to the service Contracts that are providing for the transport of goods on a specific date or period for performance.

Driver’s Insurance

There are three insurance plans that are drivers follow. These plans are outlined below:

  • Best Man and Van Bronze level drivers should have full and valid UK driving license and motor insurance but they do not come with goods in transit or public liability insurance cover. In an event of any damage to your items, property or injury to any person, Best Man and Van and the relevant service provider is not responsible or accept the liability for any loss during the removal related task. If you need assistance in this regard, then please contact us at hello@bestthemanandvan.co.uk
  • Best Man and Van Silver level drivers should have full and valid UK driving licenses and motor insurance but they do not come with goods in transit or public liability insurance coverage. In the event of any injury, Best Man and Van and the relevant service provider never accept the liability of an injury that has taken place during the removal related task. In the event of any damage, loss and injury to your item, property or person during the removal related task, you should contact the driver who will advise on how to proceed. In the case of damage that is caused by the alleged driver negligence, Best Man and Van undertakes to pay the compensation on behalf of the driver. If you need further information, then write us at hello@bestthemanandvan.co.uk
  • Best Man and Van Gold level drivers will have valid UK driving license, goods in transit, public insurance coverage and motor insurance. In the case of any damage or loss to your item, property or person during the removal related task you should initially contact the driver who will advise you how to proceed. In an event of any damages that is caused by the alleged driver negligence, Best Man and Van undertakes the responsibility to pay the compensation on the behalf of that driver. For further details contact us through email at hello@bestthemanandvan.co.uk

Goods in Transit Insurance

The service provider’s goods that come under transit insurance must be insured up to £10.000

Customer’s Responsibilities

Van Size

  • It is the entirely the responsibility of customers to choose the correct size of a van. Our customer support representative provides you relevant measurements for making the right choice or you can view our size guide.

Parking of a Van

  • It is the responsibility of the customers to reserve a parking for the van. If a customer doesn’t arrange any parking space and driver gets a parking ticket, then the customer will be responsible to pay the amount at the end of the job.

Packing of all the Items

  • It is a customer’s responsibility to pack (unless packing service is requested) all the items properly. Best Man and Van Service does not accept the responsibility for any damages or breakage caused by poor packing.

Freezer

  • It is the responsibility of the customers to keep fridge and freezer deforested because we are not liable for its contents. Keep all the appliances dry with no residual fluids.

Washing Machines/ Dishwasher

  • It is the responsibility of the customers to deplumed washing machine and dishwasher before the arrival of the driver. We don’t take the responsibility of the depluming your washing machine and dishwasher.

Disassemble Your Furniture

  • It is the duty of the customer to dismantle the furniture before the arrival of the driver. In this category, furniture, units, systems and beds are included. If you need us to do it for you, then check our My Quote page and book us to pack your items as well before your move. Our drivers have basic tools and if there is a need of specialist tools to disassemble the furniture, then it is your duty to provide it to the drivers.

Access to the New Property

  • It is the customer’s responsibility to make sure that all the items are able to move to the new property. We do not take the responsibility for removing the windows or making entrance for you at your new property.

Delay due to Customers

  • If there is any delay that is caused by the customer, then service provider has a right to add additional charges in your total bill.

Changes in the Collection Time

  • If the customers want to change the pickup time, then we don’t give the guarantee of availability of the drivers. In such a case, you need to contact the service provider directly. The contact details of all the service providers are provided in the confirmation email.

Customer Conduct

  • We will not tolerate any abusive behavior or language. If any of our drivers leave the job because of customer’s abusive language, then we will charge full fee to the customer.

Travelling in a Van

  • We welcome all the customers to travel in a van but it is based on the number of the seats that are available. It is based on the size of the vehicle and the number of helpers that you requested. The number of seats available in the van will be confirmed on My Quote Form before booking. A service provider will not charge extra for travelling in the van. If a service provider feels that a customer has abusive and rude behavior, then he will not carry them in the van.

Ferry Cost

  • All the quotes that are provided on the booking page are exclusive of ferry cost. If applicable, the customer should take the responsibility of all these costs. The customer is also responsible for the ferry cost of the van’s return journey.

Links on Our Website

  • Our website contains the links of different websites and resources provided by the third party. These links are only provided for your information and we have no control over their content. So, if there is any loss or damage while using these links, then we are not responsible for those sites.

No Agency

  • Best Man and Van Services do not create or deem to create any agency, joint venture or partnership with you. You should not hold yourself in any kind of such relationship.

Privacy Policy

  • All of your data and personal information is very important to us. We only share your necessary information with the driver or service provider. We keep your information in our server for 6 months. After that, it will be deleted from our servers.
  • All the information that is provided to you is accurate and up-to-date.

Disputes

  • If there is any dispute that arises due to the job and tasks of Best Man and Van then we will resolve all the issues after proper investigation. While using our website and booking form, you should agree to release Best Man and Van from all the claims of every nature because we are not connected in any way with such disputes.

Confirmed Bookings

All the confirmed bookings are exclusive of VAT.

Flexible Bookings

  • When a customer books a driver through Best Man and Van Service’s Backload Search Facility, the customer should keep in mind that the collection time will also be flexible. This allows for the unlikely events of the driver’s first booking being either cancelled or frozen.
  • If your driver’s first booking being cancelled or frozen, then Best Man and Van takes the responsibility to contact our fleet of drivers to see how quickly another driver will attend your booking in same price
  • In the case, Best Man and Van cannot recover your booking or reschedule you for a future date; we will cancel your booking and refund all the payment without any delay.In the event that your driver reaches late at your address, our standard refund policy of lateness will not apply because you booked the services under backload package.

Non-Payment

  • We retain the right to impose temporary or permanent withdrawal of your rights to use our website.
  • Upon non-payment to the service provider, we mark you in our blacklist and register you in various credit reference agencies.
  • We also reserve the right to disclose all the information to the Law Enforcement Authorities.
  • We don’t accept PayPal chargeback. In such case, we will pursue legal enforcement to reclaim our fee
  • We don’t save any debit/credit card information in our servers or records. In case of non-payment, we reserve the right to recharge the debit/credit card.

Self Loading

  • If the customer chooses self-loading, then he will be solely responsible for any damage, loss and injury to their items. We don’t take the responsibility of loading and unloading of the items. The insurance policy will only cover the items in case of any road accident.

Equipments

  • All of our drivers and removal companies carry trolleys, straps and blankets. You can also write any additional requirements in the description box on My Quote Page.

Minimum Charges

  • You can pay the minimum fee of 2 hours booking. After 2 hours, our service provider will charge for every half hour at respective half hourly rate.
  • If you complete all the shifting before booked hours, then you will not be refunded for the remaining time. When booking a driver, you will automatically block his time. He will not be able to accept other bookings in that period of time
  • If you add stops in your booking and not use those stops, then we will not refund you for that.
  • If you need to change the date and time but driver you have booked is not available for that time, then Best Man and Van will reallocate the new service provider at same price
  • In a rare case, Best Man and Van cannot reallocate a driver for you. We will provide you an updated quote with the timings of new driver.
  • If you want to get full refund of your booking in case of any problem, then you need to update your booking with us. Failure to rebook with us means you will not be refunded.
  • When the booking is refunded, we will pay all the remaining balance without any delay.

Congestion Zone Charges

  • If you are travelling within T zone in working days between (Mon-Fri) 7:00am to 18:00pm, then you will have to pay £11.50 as an additional fee. These charges will be paid to the service provider in cash on the completion of the job.
  • If your booking starts and ends in the congestion zone on the working day (Mon-Fri) 7:00am to 18:00pm, then the driver needs to pay £10.00 as a surcharge because the registration of service provider’s vehicle is older than 2005.

Driver Got Delayed

  • All of our drivers do their best to reach at your residence on time. Due to different circumstances that are totally out of control (weather, traffic etc) there may be delays in arrival. We do not accept the responsibility for any customer losses that are faced in unforeseeable conditions. We attach the copy of refund policy in your confirmation email. In the event of delay, you should contact the service provider to keep yourself updated with an estimated time of arrival.

If Best Man and Van Services Doesn’t Accept your Booking

  • If we are unable to find the service provider that doesn’t accept the responsibility of service, then we will notify you by writing an email or through call. We try our level best to arrange any service provider that will accept the services and serve you professionally.

Non-attendances

  • If any of our service providers do not reach at your pick up point, then you should immediately contact our Customer Support Service or write us at hello@bestthemanandvan.co.uk

Payment

  • All the payments of the service providers are paid in cash or by pre-arranged credit or debit cards. Any other kind of payment that Best Man and Van agreed with the service providers must take 5 working days before moving.

Loss and Damages

  • Once the job is completed and payment is received, then we will not accept the responsibility of any loss or damage
  • If there is a loss or damage due to our mistake, then inform us within 24 hours of completion of your booking
  • Any claim that arises after 24 hours will not be entertained
  • Any estimate in relation to damage/repair goods or property must be provided within 28 days. Estimate provided after 28 days will not be considered
  • Keep in mind that you should have photographic evidence of your undamaged goods. Without evidence, we will not compensate your cost
  • If you do not pay the full amount of booking, then no complaints will be considered

IKEA/ Argo Products

  • We are not responsible for any damage or loss of IKEA/ Argo products while shifting your items. This is all due to the poor standards of the construction or one-off build design of their products.

Damages to the Television

  • Keep in mind that Best Man and Van is not responsible for any internal damage of television without clear evidence from external body. This includes:
  • Backlight
  • Color bleeding
  • Clouding on the screen
  • Pixel damage

This is a very sensitive item. Please provide clear evidence. Otherwise, no one is responsible for internal damage and you are advised to transport this or any similar item in your own vehicle.

Discount Deals

  • All the customers should keep in their mind that all the service providers are not restricted to offer promotional services. Some service providers are already offering quite low rates because they are not paying any advertising and re-marketing cost for the confirmed booking that they receive from Best Man and Van.

Money Back Guarantee

  • Our service provider will follow all the information that you provide us at the time of booking. If inaccurate information has been provided to us that prevent us to complete your move, then we will not take the responsibility to refund your payment.

Foreign Moves

  • In case of international move, all the payments should be made before the van is unloaded at the destination. We reserve the rights to impose all the extra charges and or withhold the delivery of good until all the payments are settled.

Logos

  • While registering with Best Man and Van, a service provider will select a logo that he wants us to display with his name. We do not accept the responsibility of any loss that occurred due to the logo of the service provider. In such case, you can contact us so that we will remove the logo.

Adherences to Terms

  • The customers should agree that within English Law, if the complaint is clearly covered in our Terms and Conditions, then you should not leave any complaints or testimonials on different platforms against us. A customer should agree to give time to the company and service provider to process your complaint and answer the claim. If any third party gives a negative comment, then we reserve a right to answer him in any social media platform

Complaint Procedure

  • Best Man and Van operates a fair complaint procedure to resolve all the issues of customers and service providers. After confirming your booking with us, we do not entertain the feedback of any third party until a period of 14 days from day the complaint was first brought to our attention. We connect customers and service providers at a same platform. In case of any dispute that are not resolved by the customer or service itself, we will act as a mediator to resolve the issue between both parties.
  • If both parties didn’t take the mediation offer within 28 days from move, then offer will expire. No complaints will be entertained 28 days of notice.

Telephone Appointment for Complaint Mediation

  • Best Man and Van offers one hour telephonic meeting to resolve the dispute between customer and service provider. If you want us to contact you on any other number that is not added in your booking information, then please provide new contact number to our Complaint Team before mediation appointment.Both parties should agree with these terms and conditions:
  • For a successful mediation, both parties should listen each other and show some flexibility and consider each other’s position
  • Confirm that you have enough information about the complaint to proceed further
  • Confirm that you will be available for the entire slot on the agreed mediation date
  • The mediation policy is only applicable when you are agreed with these above mentioned statements.

How is Mediation Policy carried out?

  • A trained mediator will contact you to resolve all of your disputes with the other party. The mediator helps both parties to find a certain point of resolution. They do not make decisions or provide legal advices to resolve the dispute. The mediator does not want to see any evidence before the meeting.
  • The mediation will proceed through phone but it is not a conference call. The mediator will contact one party and discuss the case and then call the other party to do the same. The mediator will continue hour’s long session to discuss the matter and resolve it. If no agreement is made, then the mediator will end the session.
  • You should enter into the mediation with the agreement to show good faith. If you attend the mediation session without compromising, then the mediator will terminate the session. You must have courage to raise the points and to listen to all the points that are raised by the other party. Every detail that you mention in the session will be confidential. The mediator will not pass the information to the other party without your authorization. You are not allowed to record mediation sessions.
  • If you are not available at the starting time of mediation session, then the mediator will wait 10 minutes for you. After that, he will cancel the session.
  • The mediator will contact the both parties. So, keep in mind that you will not be the first person to whom he will call so be aware that there might be a delay. If you don’t receive any call within 15 minutes of your appointment starting time. Please call us at 01753 575000.