Connecting customers with trusted drivers · UK-basedFor DriversGet paid on the same day — cash or card in hand.For Customers Fixed £64.99 deposit — rest paid on the day.
Frequently Asked Questions
Everything you need to know about using Vanmanoo.
General
🙋 Customer FAQs
🚚 Driver FAQs
📋 Terms & Conditions
🔒 Privacy & Cookie Policy
Cancellation Policy FAQs
💷 Refund Policy FAQs
Platform Role & Independent Service Providers Policy
1. Our Role as a Marketplace Platform
Our platform operates as an online marketplace that connects customers with independent, self-employed man and van service providers.
We provide a platform where customers can compare available service providers, review information, and request or book services through our website.
Our role is limited to facilitating the connection between customers and independent service providers. We do not provide moving, transportation, delivery, or removal services ourselves.
2. Independent Service Providers
All drivers and service providers listed on our platform operate as independent self-employed contractors.
Service providers are responsible for carrying out the services they accept, including completing the agreed job safely, professionally, and in accordance with all applicable laws and regulations.
Service providers are not employees, workers, agents, or representatives of our platform. Any agreement for the provision of services is between the customer and the independent service provider.
3. Booking Fees and Payments
Customers may be required to pay a connection or booking fee to use our platform and access available service providers.
Payment for the actual service provided by the driver is separate from the platform booking fee and is the responsibility of the customer and the independent service provider.
Payment for the completed service may be made:
- Directly by the customer to the service provider; or
- Through our platform payment processing system, where available.
Where payments are processed through our platform, we act only as a payment facilitator and transfer the applicable amount to the service provider's nominated bank account. Processing payments does not mean that we provide, manage, or perform the service itself.
4. Responsibility for Services
The independent service provider is solely responsible for:
- Carrying out the booked service.
- Providing the required vehicle, equipment, and assistance.
- Ensuring they have the necessary licences, insurance, and legal permissions required to operate.
- Completing the service with reasonable care and skill.
Our platform does not control how the service is performed and is not responsible for the physical completion of any moving, delivery, or transportation service provided by an independent service provider.
5. Relationship Between Customers and Service Providers
By booking a service through our platform, customers acknowledge that they are engaging with an independent service provider and not directly hiring our platform to perform the service.
The agreement for the provision of the service is between the customer and the independent service provider. The service provider is responsible for the quality, completion, timing, and performance of the service.
6. Dispute Resolution and Platform Support
Any disputes relating to the service provided, including issues regarding quality, completion, timing, damage, or performance, should first be raised and addressed directly between the customer and the independent service provider.
Our platform may assist by facilitating communication between the customer and the service provider and may provide support where appropriate. However, our involvement in assisting with a dispute does not mean that we provide the service, accept responsibility for the service, or become a party to the agreement between the customer and the independent service provider.
Customers may contact our platform regarding platform-related matters, including booking issues, payment processing concerns, or issues relating to the use of our website.
7. No Employment Relationship
Nothing on our platform creates an employment, worker, partnership, agency, or joint venture relationship between our platform and any independent service provider.
Service providers remain responsible for managing their own business activities, including their availability, pricing decisions, tax obligations, insurance requirements, and compliance with applicable laws.
Equality and Diversity
VanManoo is committed to promoting equality, diversity, inclusion, and mutual respect across the Platform. We expect all Customers, Drivers, and users to treat one another fairly, professionally, and with respect at all times.
Equal Treatment
- Age
- Disability
- Gender reassignment
- Marriage or civil partnership
- Pregnancy or maternity
- Race, colour, nationality or ethnic origin
- Religion or belief
- Sex
- Sexual orientation
Respectful Behaviour
- Treat each other with courtesy and respect.
- Communicate professionally.
- Avoid abusive, offensive, threatening, intimidating or discriminatory behaviour.
- Respect the dignity, privacy and property of others.
