Who's responsible for what
VanManoo operates the marketplace and handles the booking and payment process. This creates two separate relationships:
- A platform contract between the customer and VanManoo for the use of the booking platform, including payments, deposits, and acceptance of platform terms.
- A transport service contract between the customer and the independent driver for the actual moving service. VanManoo is not part of that service contract.
All transportation services are provided by independent drivers, who are solely responsible for the services they provide. Customers are likewise responsible for their own actions, instructions, belongings, and conduct.
VanManoo is not responsible or liable for the acts, omissions, negligence, disputes, cancellations, delays, damage, loss, injury, or any other claims arising from the actions or conduct of either the customer or the driver. Where appropriate, VanManoo may assist in resolving disputes as a customer-service function; this does not constitute an acceptance of liability.
When you can get your £64.99 back
| When you cancel | Refund |
|---|---|
| Driver hasn't accepted within 30 minutesImmediate refund and you can pick another driver straight away. | Full refund + rebook |
| Within 60 minutes of bookingUnless the driver has started travelling for an urgent booking. | Full refund |
| More than 60 minutes after booking but >24 h before the move | Full refund |
| Less than 24 h before the move | Deposit non-refundable |
| Driver has started travelling or arrived | Deposit non-refundable |
| Customer no-show | No refund |
How VanManoo pricing works
Understand quotes, deposits, extra time & what's paid on the day.
Travel distance from the driver's base to your pickup, plus pickup to delivery.
Estimated job duration at the driver's hourly rate.
If the move overruns, extra hours are billed at the driver's per-hour rate and paid directly to them.
Charged per flight, per helper. Extra flights on the day are payable to the driver.
Enter your pickup and delivery locations, choose your preferred date and time, and provide your move details. Our system will calculate your requirements and show you available nearby drivers with different pricing options.
The price is calculated based on factors such as the estimated time required, travel mileage, and the number of flights of stairs — rather than the number of items you are moving.
You can compare driver profiles, reviews, availability, and prices, then choose the driver that best suits your needs. Once you confirm your booking, you will pay the required deposit (£64.99) to secure your booking through our platform.
The remaining balance will be paid directly to the driver on the moving day. If your move takes longer than the agreed time, any additional time charges will be paid directly to the driver based on their pricing. Any additional mileage, flights of stairs, or other applicable charges will be clearly shown in your booking price breakdown and invoice.
Any additional costs such as parking charges, congestion charges, tolls, or other applicable fees will need to be paid directly to the driver. Assembly and disassembly are not included in the quote and may be charged separately by the driver. Please review our FAQs for more information.
What's covered on moving day
All drivers using VanManoo are required to maintain valid Goods in Transit Insurance. You are encouraged to check the driver's insurance details before the move and may choose to purchase additional moving or contents insurance from a third-party provider for extra protection.
Where VanManoo can't help
VanManoo does not transport prohibited, hazardous, high-value, specialist or restricted items — including pianos, pool/snooker tables, heavy commercial equipment, dangerous goods, valuables, pets, passengers, perishable goods, pharmaceuticals or waste.
We also do not provide services requiring specialist care, personal assistance, supervision, safeguarding, security clearance, licences, specialist equipment or additional insurance — including schools, nurseries, colleges, universities, high-security premises, heritage sites, medical facilities, industrial locations, and large commercial relocations.
We reserve the right to refuse or cancel any booking that falls outside our services.
Ready to book your move?
Small £64.99 deposit secures your booking. 30-minute driver window — instant refund to your bank if the driver doesn't accept in time.
