Customer terms and conditions

1. About Not Just Any Van

Not Just Any Van ("NJAV") is a booking, coordination and customer service platform that connects customers with carefully selected independent removals companies and specialist transport providers. NJAV assists customers by obtaining quotations, coordinating bookings, collecting payments, managing customer communication and arranging services with independent suppliers. NJAV does not directly provide removals services and does not physically carry out any move, transport or specialist relocation service. The supplier carrying out the work remains responsible for the operational delivery of the services booked.

2. Quotations and estimates

Any estimate, guide price or quotation provided through NJAV is based upon the information supplied by the customer. Customers acknowledge that:

• Initial guide prices are estimates only.
• Suppliers may require additional information, photographs or an in-person survey before providing a final quotation.
• Final quotations may be revised if information supplied by the customer is inaccurate or incomplete.
• Specialist requirements, access restrictions or additional items may affect pricing.

Guide prices

NJAV aims to provide realistic guide prices wherever possible, to help customers understand likely costs before a survey is arranged.

3. Customer responsibilities

Customers agree to provide accurate and complete information regarding their move, including but not limited to:

• Collection and delivery addresses
• Property type
• Floor level
• Access restrictions
• Parking arrangements
• Inventory and volume of goods
• Packing requirements
• Dismantling and reassembly requirements
• Specialist, oversized or high-value items
• Any other information relevant to the move

If information changes or is incomplete

Customers must notify NJAV as soon as reasonably possible of any material changes to the move. Failure to provide accurate information may result in revised quotations, additional charges, delays, or cancellation of services.

4. Supplier selection

NJAV aims to match customers with suitable suppliers based upon location, availability, service requirements, specialist requirements and supplier suitability. NJAV does not guarantee supplier availability, acceptance of any enquiry, specific pricing or specific service outcomes. NJAV reserves the right to determine which supplier is most suitable for a particular booking.

5. Booking process

For standard removals bookings, the process will normally operate as follows:

• Customer submits an enquiry.
• NJAV may provide an estimated guide price.
• NJAV appoints a suitable supplier.
• The supplier carries out an in-person survey where required.
• The supplier submits a quotation to NJAV.
• NJAV presents the quotation to the customer.
• If accepted, NJAV collects the booking deposit.
• The booking is confirmed.
• NJAV collects the remaining balance no later than 7 days before the move date.
• The supplier completes the service.
• NJAV remains available to assist throughout the process.

Specialist transport

For specialist transport services, NJAV may obtain quotations without an in-person survey where appropriate.

6. Booking deposits and payments

NJAV operates a managed booking and payment system. Customers pay NJAV directly for services booked through the platform. For standard removals bookings:

• A booking deposit of £180 is normally required.
• Bookings are not confirmed until the deposit has been received.
• NJAV reserves the right to require a larger deposit for complex projects, concierge-managed moves or bookings involving multiple suppliers.
• The remaining balance is normally payable no later than 7 days before the move date.
• Failure to pay the balance by the required date may result in cancellation of the booking.

7. Cooling-off period

By paying a booking deposit, the customer expressly requests NJAV to begin providing services immediately, including supplier matching, booking coordination, survey arrangement, quotation administration and related services. Where a customer cancels within 14 days of paying a booking deposit, NJAV may provide a refund of the deposit less a £30 administration fee only where:

• No survey has been arranged or completed;
• No supplier costs have been incurred;
• No significant booking work has been undertaken; and
• The move date is not within 14 days of the booking date.

When the deposit becomes non-refundable

Once a survey has been arranged or completed, supplier costs have been incurred, or booking coordination work has materially progressed, the booking deposit becomes non-refundable.

8. Cancellations

Customer cancellations are subject to the following cancellation policy.

• More than 7 days before the move date — booking deposit forfeited.
• Between 2 and 7 days before the move date — booking deposit forfeited, and 50% of the remaining balance retained.
• Less than 48 hours before the move date — 100% of the booking value retained.

Exceptional circumstances

NJAV reserves the right to review individual circumstances where exceptional situations arise.

9. Concierge services

NJAV may coordinate complex projects involving multiple suppliers and specialist services including storage, packing services, piano moving, hot tub relocation, motorbike transport, crane lifts, specialist access solutions, window removals and multi-stage relocations. NJAV acts as the central point of contact and coordinates suppliers involved in the project. Additional deposits or payment arrangements may apply for concierge-managed projects.

10. Contract formation and supplier responsibility

NJAV acts as a booking, coordination and customer service platform. The supplier carrying out the booked service remains responsible for service delivery, staff, vehicles, equipment, insurance, regulatory compliance, and customer property whilst in their care. NJAV does not assume responsibility for the operational delivery of removals or transport services.

11. Liability

NJAV takes reasonable steps to build relationships with reputable suppliers. However, NJAV does not guarantee the performance of any supplier. To the fullest extent permitted by law, NJAV shall not be liable for:

• Loss of or damage to goods
• Delays
• Failed collections or deliveries
• Supplier cancellations
• Service quality issues
• Additional costs arising from supplier actions or omissions
• Damage caused during service delivery

What cannot be excluded

Nothing in these Terms shall exclude or limit liability where such exclusion or limitation would be unlawful. This does not affect your statutory rights as a consumer.

12. Complaints and disputes

Customers should notify NJAV promptly of any complaint relating to a booking. NJAV will make reasonable efforts to assist customers and suppliers in resolving disputes. However, responsibility for operational service delivery remains with the supplier carrying out the work.

13. Chargebacks and payment disputes

Customers agree not to initiate a chargeback or payment dispute without first providing NJAV with a reasonable opportunity to investigate and resolve the issue. Where services have been booked, supplier time reserved, surveys completed or services provided, NJAV reserves the right to challenge chargebacks and recover any costs incurred.

14. Privacy and data sharing

By submitting an enquiry through NJAV, customers consent to their information being shared with relevant suppliers for the purpose of obtaining quotations, assessing requirements, arranging services and coordinating bookings. NJAV will process personal information in accordance with its privacy policy.

15. Acceptance of terms

By submitting an enquiry, paying a booking deposit or confirming a booking through NJAV, customers confirm that they have read these Terms and Conditions, understood them, and agreed to be bound by them. Customers further confirm that the information provided regarding their move is accurate to the best of their knowledge.