Consumer Terms and Conditions

GoodyVan Ltd is the contracting provider for a Booking. We may perform the Services through our team, assigned drivers and suitable subcontractors, but that does not remove responsibilities we owe you under the Contract or law.

These Consumer Terms apply when you are an individual acting wholly or mainly outside your trade, business, craft or profession. A sole trader booking a mainly private home move may still be a consumer. If the Booking is mainly for business purposes, the Business Terms apply.

Our core service area is London and Greater London. We provide a surrounding-area or long-distance route only where we expressly accept it in the Booking Confirmation. We do not promise universal United Kingdom coverage.

Nothing in these Terms affects a mandatory consumer right or limits a liability which cannot lawfully be limited.

Booking means the order identified by a GoodyVan booking reference. Booking Confirmation means our written confirmation of the Customer, service date or window, addresses, plan, inventory or scope, price and other agreed details.

Contract means the binding agreement described in section 3. Customer or you means the consumer named in the Booking Confirmation. Quote means our written price and scope proposal before acceptance.

Goods means items we agree to pack, handle, transport, deliver or collect for recycling. Package means Goods and their external box, crate, case, blanket, pallet or wrapping. High-Value Item means an item worth more than £500 and any artwork, antique, sculpture, piano, motorcycle, fragile glass, safe or other item identified as needing special handling.

Declared Value means the current fair market cost of replacing an item with one of comparable age, condition and specification, stated by you and expressly accepted by us. It is not automatically the cost of a brand-new replacement. Valued Inventory means the written list of High-Value Items and accepted Declared Values linked to the Booking.

Services means only the house, office or student move; item or motorcycle delivery; furniture recycling; packing; dismantling; assembly; labour; or related work expressly listed in the Booking Confirmation. A reference to temporary storage means only storage we expressly arrange following a failed delivery or as a written booking-specific service; it does not advertise a general warehousing service.

Working Day means Monday to Friday excluding public holidays in England.

The Contract consists, in descending priority, of: an individually negotiated written amendment expressly accepted by both parties; the Booking Confirmation; the accepted Quote and Valued Inventory; these Terms; and any service-specific policy clearly incorporated before booking. A more favourable cancellation or service promise in the Booking Confirmation prevails.

Statements about GoodyVan or the Services which you rely on may be binding under consumer law. We therefore ask you to ensure that any important promise made by telephone, email or chat appears in the Booking Confirmation.

Submitting details or receiving an automated acknowledgement does not itself confirm availability. Your order becomes binding when we accept it in writing and receive any payment required to secure it. If payment is taken but we cannot accept the Booking, we will return it.

We will make these Terms available in a form you can save and retain the accepted version with the Booking record. A driver or crew member cannot privately vary price or legal terms; a change must be confirmed by an authorised GoodyVan message or invoice.

A Quote is based on the inventory, addresses, access, stairs, lifts, carrying distance, parking, date, route, crew, vehicle, packing, dismantling, assembly, disposal method and expected duration disclosed to us. Unless the Quote gives another period, it is open for 14 days subject to availability and is not a reservation.

A fixed price covers the agreed scope. An hourly price uses the minimum duration and charging unit shown before booking. Standard and Premium inclusions vary by service; no feature is included merely because it appears elsewhere on the website.

• Standard: loading, transport and unloading of the listed Goods; you pack and prepare them unless the Booking Confirmation says otherwise; the stated time allowance and 15 minutes of waiting are included.
• Premium: Standard plus only the professional packing, materials, listed-item dismantling or assembly, coordinator support and 30 minutes of waiting stated in the Booking Confirmation.
• Furniture recycling: Standard-only collection of the listed items for the disposal route accepted by us. Donation or a particular recycling outlet is not guaranteed unless expressly confirmed.

We choose a reasonably suitable route, vehicle, equipment and safe working method from the information supplied. We will not materially reduce the agreed service without your consent, except where reasonably necessary for safety or an event outside our control.

You must give complete, accurate information before confirmation and promptly tell us about a change. This includes quantity, dimensions, approximate weight and current value of Goods; fragile, heavy or unusual items; access and time restrictions; parking; stairs and lifts; and requested packing or assembly.

List every High-Value Item and give a current market Declared Value before collection. We may ask for photographs, dimensions, proof of ownership or value, a specialist condition report or specialist packing. A value is accepted only when it appears in the Booking Confirmation or another written GoodyVan acceptance.

If the information materially understates the Goods, risk, access or resources, we may offer a revised price or scope, obtain extra resources with your agreement, refuse an unsafe or uninsured item, or cancel under section 28. We will act proportionately.

For an undeclared item worth more than £500, liability for that item may be limited to £500 only where non-declaration materially affected our ability to assess, price or protect the risk and the limitation is fair and lawful. It never excuses damage caused by our failure to use reasonable care and skill.

You confirm that you own the Goods or have the owner’s authority to contract with us and give us possession. Tell us about leased, financed, title-restricted or third-party Goods.

The Customer is the person named in the Booking Confirmation. A spouse, consignee, seller, gallery or other person may communicate or pay on the Customer’s behalf without replacing the contracting Customer. You remain responsible for charges unless we expressly release you in writing.

A responsible adult authorised to give practical instructions must be present or contactable at collection and delivery. For a recycling Booking, you authorise us to transfer the listed items through the lawful reuse, donation, recycling or disposal route stated in the confirmation.

Unless expressly accepted in writing, we do not carry, pack, store or dispose of:

• cash, securities, bullion, jewellery, precious stones, passports, title deeds, irreplaceable records, passwords or private keys;
• firearms, ammunition, explosives, fireworks, gas cylinders, fuel, corrosive, toxic, radioactive or other dangerous substances;
• illegal, stolen, counterfeit, sanctioned or controlled goods, or goods requiring a licence not supplied;
• live animals, human remains, clinical waste, infested, leaking, wet or offensive materials;
• perishable, frozen, chilled, temperature-controlled or time-critical goods, plants or goods likely to deteriorate in ordinary transit;
• motor vehicles, motorcycles or quad bikes except under a written vehicle-transport Booking; or
• anything which cannot be handled lawfully and safely with the agreed crew, vehicle, equipment or access.

A motorcycle must be accurately described and prepared in accordance with our written safety instructions, including keys, alarm, fuel, battery and loose accessories. We may refuse, isolate, return or notify an authority about prohibited or undeclared dangerous Goods where reasonably necessary. You are responsible for reasonable direct costs caused by your breach, except to the extent caused by us.

Unless packing is expressly included, you must pack Goods to withstand ordinary handling, vibration, movement, stacking and road conditions. Use sound containers, prevent internal movement, protect fragile surfaces and do not overload boxes.

Empty or secure drawers, doors and removable parts as appropriate. Appliances must be disconnected, drained, defrosted and prepared by a competent person. We do not work on gas, water or fixed electrical services unless a separate lawful service is expressly agreed.

We may refuse visibly unsafe packaging, ask you to repack, or offer additional packing at an agreed price. Acceptance is not approval of a concealed packing defect. We are not responsible for loss caused by inadequate customer or third-party packing, but remain responsible to the extent our own lack of reasonable care caused the loss.

A collection signature or handover record confirms receipt of the Package as externally presented. The absence of an external reservation means only that no relevant external defect was reasonably apparent and recorded at that time.

We are not responsible for pre-existing concealed damage, missing contents, latent defect, internal weakness or inadequate internal securing. This does not exclude liability where evidence shows that our failure to use reasonable care and skill caused physical loss or damage.

Where Premium or the Booking Confirmation includes packing, we will use materials and methods reasonably suitable for the disclosed item and journey. You must still identify fragile, valuable, unusual or previously repaired Goods.

Dismantling and assembly cover only listed items which can safely be worked on using ordinary removal tools. They exclude specialist joinery, structural work, wall mounting, plumbing, gas, fixed electrics, data cabling and manufacturer-only work unless expressly agreed.

Original packaging may be unsuitable for reuse. We will seek your approval for reasonably necessary extra materials, time or specialist help before incurring a material additional charge.

You must arrange lawful, reasonably close parking, permits and access unless the Booking says we will. Mandatory known costs will be included or calculated before booking where reasonably possible. You remain responsible for a parking, toll, congestion, ULEZ or ferry cost which was disclosed before booking or is caused by inaccurate information or a later route change you request.

Tell us about stairs, lift dimensions or restrictions, loading bays, timed access, narrow doors, long carries, low bridges, weak floors and similar constraints. Obtain building or landlord permissions and protect common areas where reasonably required.

We may pause or refuse work where the Goods, premises, weather, access, people or instructions create a genuine health, safety, legal or property risk. We will explain the reason and, where reasonably possible, offer a safer alternative.

We will load, secure, carry and unload using a reasonably suitable method. If you or another person directs or performs loading, we are not responsible for loss caused by that act, but remain responsible for loss caused by our own breach.

Do not move or remove restraints, enter a loading area, use our equipment or instruct unsafe handling without the crew leader’s permission. Children and animals must be kept away from the working area.

GoodyVan does not provide passenger transport. Customers, recipients and other unauthorised persons must not travel in the vehicle.

We may record collection and delivery using photographs, timestamps, signatures, item counts, GPS and external-condition notes. A signature confirms handover and apparent external condition; it is not a waiver of a concealed-damage claim.

You must check that all Packages have been delivered and, where practicable, inspect visible condition before the vehicle leaves. Note visible shortage or damage on the delivery record and tell us promptly.

We will leave Goods with the Customer, named recipient or another adult apparently authorised at the address. We will use a safe place or unattended delivery only on clear written authority identifying the place. Risk of theft, weather or interference after correct safe-place delivery passes to you, except to the extent our choice or handling was negligent.

International road work is accepted only in writing and may be subject to mandatory transport documents or law. Household furniture removals are not automatically governed by the CMR Convention.

A time may be an arrival window or estimate unless the Booking expressly makes it a guaranteed time. We will use reasonable care to meet it and tell you about a material delay when practicable.

Traffic, road closure, severe weather, accident, breakdown despite reasonable maintenance, official action, strike not confined to our workforce, utility outage and similar events outside reasonable control may delay performance. We will take reasonable steps to reduce the effect and resume performance.

If a material delay makes the agreed service pointless or performance cannot reasonably be completed, you may reject a reasonable alternative and receive a refund for the unperformed part. Other statutory remedies remain available. We do not remove a delay remedy merely because a price was promotional.

If delivery cannot be completed because access, the recipient or lawful instructions are unavailable, we may wait, return, redeliver or arrange temporary third-party storage. We will contact you where reasonably possible and choose a proportionate response.

You must pay reasonable, evidenced additional costs caused by your breach or failed delivery, using a rate disclosed in the Booking Confirmation or agreed before material cost is incurred. We remain responsible for costs caused by our own breach.

Risk and responsibility while Goods are in storage remain subject to the written storage arrangement and any mandatory law. No general storage service is included unless expressly confirmed.

As at the Effective Date, GoodyVan Ltd is not registered for VAT. We do not add VAT, and a Quote, Booking Confirmation, invoice or receipt must not be treated as a VAT invoice. The displayed total includes all mandatory charges known from the information supplied. Optional or contingent extras will be separately disclosed.

Payment is due using only a method presented at checkout or agreed by us in writing; these Terms do not promise cash, credit-card or pay-later facilities. If our VAT status changes, any legally required VAT treatment will be clearly disclosed and applied only as required by law.

If a refundable advance-booking deposit is expressly offered, its amount, refund conditions and balance deadline will be shown before payment. A deposit is part-payment when the Booking is performed. Failure to pay the balance may allow us to suspend or cancel after reasonable notice.

A fixed price changes only for a customer-requested scope change, materially inaccurate or incomplete information, waiting beyond the included allowance, or another objective extra and rate disclosed before booking. We will seek express approval before material extra work. We will not allow a driver to impose a private or arbitrary charge.

We may recover a reasonable direct cost caused by late access, extra Goods, extra stops, stairs, packing, assembly or additional time, but not more than the applicable disclosed rate or our reasonably incurred cost. You may decline a proposed non-essential variation, in which case we may perform the original safe scope only.

You may cancel by emailing support@goodyvan.com or telephoning 0800 001 6171. An online method applies only if one is actually presented for your Booking. Notice takes effect when received by GoodyVan; for calculating hours we use Europe/London time.

Unless the Booking Confirmation is more favourable, the maximum cancellation charge is:

• more than 72 hours before the agreed start: no charge, except a non-refundable third-party cost clearly disclosed and already committed;
• 24 to 72 hours before the start: up to 30% of the Booking price;
• 10 to less than 24 hours before the start: up to 50% of the Booking price;
• less than 10 hours before the start, after dispatch, or for a no-show: up to 100% of the Booking price.

In every case the charge will not exceed our actual net loss after reasonable savings, mitigation and replacement work. We will not recover twice. We will explain the calculation on request.

A first reschedule requested more than 72 hours before the start normally has no fee, subject to availability and committed third-party cost. A later request may be treated using the same actual-loss principles as cancellation.

If we cancel for a reason not caused by you and no suitable alternative is accepted, we will refund payment for the unperformed Services to the original payment method without undue delay and, where consumer law sets a deadline, within that deadline. Payment-processor settlement time may affect when funds appear.

We will perform the Services with reasonable care and skill using people, vehicles and equipment reasonably suitable for the agreed work. We remain responsible for employees and subcontractors to the extent required by the Contract and law.

We cannot guarantee that an old, fragile, previously repaired, weakened or inherently defective item can be moved without damage. We will still use reasonable care based on what was disclosed and reasonably apparent.

Nothing excludes or limits liability for death or personal injury caused by negligence, fraud or fraudulent misrepresentation, deliberate wrongdoing, breach of a mandatory consumer right, or another liability which law does not allow us to exclude or limit.

Subject to sections 18 to 21 and mandatory law, we are responsible for direct physical loss of or damage to Goods to the extent caused by our breach or failure to use reasonable care and skill while the Goods are in our custody or control.

Liability for an item will not exceed the lowest of the reasonable repair cost, replacement with a comparable item of similar age and condition, its fair market value immediately before loss, and its accepted Declared Value.

The aggregate ceiling for physical loss of or damage to Goods across the whole Booking, all vehicles and all trips is £10,000 for Standard and £50,000 for Premium. It is one total limit per Booking, not a fresh limit per item, vehicle or trip. A higher limit applies only where accepted by GoodyVan in writing before collection and any required assessment and charge are complete.

The limit is a contractual ceiling, not a guarantee that every loss is insured. It is subject to the fairness and mandatory-right protections in these Terms. Liability for direct damage to premises or other property caused by our negligence is the reasonable restoration cost, subject to any fair and prominent booking-specific limitation.

We are not liable to a consumer for loss arising from a business activity. We remain responsible for foreseeable personal loss caused by our breach, subject to these Terms and mandatory law.

We are not responsible to the extent loss was caused by a matter outside our breach or reasonable control, including pre-existing wear or damage, corrosion, infestation, inherent defect, gradual deterioration, inadequate customer packing, inaccurate information, undisclosed fragility, unauthorised handling, or the Customer or another carrier before collection or after delivery.

Ordinary temperature or humidity change is excluded unless climate-controlled transport was expressly agreed and the loss was caused by our breach. Electrical, electronic or mechanical failure is excluded only where evidence indicates it was caused by pre-existing condition, inherent defect or another matter for which we are not responsible; external physical damage is not the only evidence we will consider.

For a matching pair, set or collection, compensation normally concerns the damaged item, but we will consider a proven reasonable reduction in value of the remaining items. We do not compensate sentimental or speculative value, betterment, or replacement of undamaged parts beyond what is reasonably required. This does not exclude a legally recoverable foreseeable loss.

We may reasonably inspect, repair, restore, replace or make a monetary settlement. A remedy will not cause significant inconvenience or be disproportionate to the circumstances.

Assessment takes account of age, condition, prior repairs, depreciation, market availability and reasonable transport or installation cost. Replacement is comparable, not automatically new-for-old.

Do not commission non-urgent repair or disposal before giving us a reasonable opportunity to inspect. Emergency action to prevent further loss is permitted and should be documented. Salvage and recovery from another responsible person may be taken into account to prevent double recovery.

Send a claim to support@goodyvan.com as soon as reasonably practicable. Raise visible damage at delivery where possible. We ask that concealed damage be reported within 7 calendar days of delivery or the first reasonable opportunity to unpack. That period preserves evidence and does not automatically remove a mandatory right.

Include the Booking reference, item description, what happened, discovery date, photographs or video, packaging, pre-move evidence, proof of ownership and current value, and a repair estimate where appropriate.

Keep the item, detached parts and safe-to-retain packaging for 14 days after a complete claim or until we confirm inspection is unnecessary, whichever is earlier. You may discard hazardous or impractical packaging after photographing it and notifying us. We may request a longer period for a justified insurer or expert inspection and will respond reasonably.

We aim to acknowledge a complete claim within 5 Working Days and provide a reasoned response after investigation. Requesting evidence, notifying an insurer or discussing settlement is not an admission of liability.

References on our website or Booking Confirmation to Goods in Transit or Public Liability cover describe GoodyVan’s or an assigned provider’s current business insurance arrangements, subject to the actual policy wording, exclusions, excesses, territorial limits and acceptance of the risk. They do not make you an insured person, create a direct claim against an insurer or expand our legal liability.

Where Premium states “£5 million Public Liability”, this is information about business cover and not an additional £5 million Goods guarantee. Evidence of current cover may be supplied on reasonable request, with confidential information redacted.

High-value, unusual, motorcycle, art, antique, storage or international risks may require declaration and written acceptance. If your Goods exceed the agreed limit or require new-for-old, exhibition, consequential-loss or specialist cover, arrange suitable insurance before collection.

We may use suitably selected assigned drivers, agents and subcontractors. GoodyVan remains the contracting provider and responsible to you to the extent required by the Contract and law; the Booking is not a marketplace contract with an unknown driver.

A separate carrier, seller, storage provider or other supplier you appoint is not our subcontractor merely because we collect from or deliver to it. No consignee or payer receives a right under this Contract unless the Contract expressly says so. The Contracts (Rights of Third Parties) Act 1999 is otherwise excluded.

If Goods remain uncollected or a charge lawfully due remains unpaid, GoodyVan may retain possession only to the extent permitted by law and charge reasonable notified storage and handling costs.

We will not immediately sell or dispose of Goods. We will give fair written notice and a reasonable opportunity to pay and collect, and will follow the Torts (Interference with Goods) Act 1977 or other applicable process. Sale proceeds will be applied to reasonable sale, storage and unpaid Contract charges and any balance accounted for to the person entitled.

Send a complaint to support@goodyvan.com with the Booking reference, facts and desired outcome. We aim to acknowledge it within 5 Working Days and provide a final response within 30 days, explaining a material delay.

If a dispute remains unresolved, our final response will give legally required information about an approved alternative dispute resolution body and state whether GoodyVan is required or agrees to participate. We do not name a scheme we have not joined. This process does not prevent a statutory remedy, chargeback where applicable, regulator, ADR process or court claim.

We process personal data under our Privacy Policy and applicable data-protection law. Contract acceptance is not consent to unrelated marketing.

We may create operational photographs, video, GPS, timestamps, signatures and notes where reasonably necessary for quotations, safety, performance, fraud prevention, training, claims and legal obligations. Call recording must also be disclosed when the call begins. Identifiable people or private interiors will not be used publicly without an appropriate legal basis and consent where required.

Notices and confirmations may be sent to the details supplied. You must keep them current. A formal cancellation or claim should use the channels specified in these Terms.

We may suspend or end a Contract for serious breach, illegal or unsafe Goods, abusive or violent behaviour, refusal of a necessary safety instruction, or non-payment required before performance. We will act proportionately, explain the reason and charge only for Services supplied and reasonable actual loss caused after savings.

We may update standard terms for future Bookings. The version accepted for an existing Booking will not be changed unilaterally, except where law requires a change which does not unfairly disadvantage you.

If a provision is unlawful or unenforceable it will be read down or removed only as necessary. The remainder continues. Delay in enforcing a right is not a waiver. Headings and summaries assist navigation but do not override operative wording.

The Contract is governed by the law of England and Wales without depriving a consumer elsewhere in the United Kingdom of mandatory protections of their home jurisdiction.

The courts of England and Wales may hear disputes. A consumer may also bring proceedings in another court which mandatory law permits, including the courts of the part of the United Kingdom where they live.

To cancel in writing, email support@goodyvan.com with your name, Booking reference, service date and a clear statement that you cancel. You do not have to use a particular form.