Terms & Conditions

Vanmanoo is a marketplace platform that connects customers who need transportation or removal services with independent van drivers. We do not employ drivers or provide transportation services directly. Our role is to facilitate connections, manage bookings, and process payments on behalf of the parties involved.

All transportation services are provided by independent drivers who are solely responsible for the services they deliver, including the safety of goods, timekeeping, and compliance with applicable laws. Vanmanoo does not accept liability for any loss, damage, or delay caused by a driver during the performance of a booking.

Bookings are confirmed upon receipt of payment. Vanmanoo processes payments securely through Stripe. By completing a booking, you agree to the quoted price and any applicable service fees. Drivers set their own prices; Vanmanoo is not responsible for pricing disputes.

We facilitate dispute resolution between customers and drivers. If you have a complaint, please contact our support team with relevant evidence. We will review the case impartially and provide recommendations, but our decisions do not constitute legal rulings and Vanmanoo accepts no legal liability for the outcome.

We reserve the right to amend, update or replace these Terms and Conditions, policies, procedures, standards and other applicable rules from time to time.

Changes may be made where reasonably necessary to reflect changes in legislation or regulatory requirements, licensing requirements, safety standards, our services, technology, operational requirements, business practices or other legitimate business needs.

We may not be able to provide individual notice of every change. The most current version of the applicable Terms, Conditions or Policy will therefore be made available through our website, platform, application, driver portal, customer portal or other designated communication channel.

You are responsible for reviewing the applicable Terms and Policies from time to time.

Where a change is material and applicable law requires notice, consultation or agreement, we will comply with those requirements. Nothing in these Terms is intended to exclude or restrict any statutory right or protection that cannot lawfully be excluded or restricted.

Unless otherwise stated, changes will apply from the effective date specified in the updated document and will not retrospectively alter rights or obligations that have already accrued.

1. Definitions and Service Scope

The Company provides a digital platform facilitating general transport, delivery, man-and-van services, and agreed house removals between Customers and Drivers ("Services").

The Company does not operate as a waste carrier, rubbish removal service, hazardous goods carrier, or licensed specialist logistics provider unless explicitly agreed in writing for a specific booking.

The Services are strictly limited to lawful, non-hazardous transport of goods as described at the point of booking. No service outside this scope is provided or implied.

2. Eligibility to Book

A Customer must not use or access the Services unless they:

• Are aged 18 years or over;
• Are legally capable of entering into binding contracts; and
• Are using the Services for lawful purposes only.

Any booking made in breach of this clause is voidable at the Company's sole discretion.

3. Who Must Not Book or Use the Service

• Any person under the age of 18
• Any person requesting transport of prohibited, dangerous, or illegal items
• Any person requesting waste removal, rubbish clearance, or disposal services
• Any person acting unlawfully or in breach of applicable UK law

4. Prohibited and Restricted Items

Customers must not book or request the transport of any of the following:

• Waste, rubbish, refuse, or items intended for disposal or landfill
• Illegal drugs or controlled substances
• Firearms, ammunition, explosives, or imitation weapons
• Offensive weapons or items intended for unlawful use
• Flammable, toxic, corrosive, hazardous, or biohazard materials
• Stolen goods or counterfeit items
• Human remains or body parts
• Live animals unless expressly authorised in writing by the Company
• Any goods requiring specialist licensing, permits, or regulated hazardous waste carriage
• Any items that are illegal to possess, transport, or distribute under UK law

5. Prohibited Use of Service

The Services must not be used for any unlawful, unsafe, or restricted purpose. Customers must not make a booking where the request involves prohibited items, waste removal, or any activity outside the permitted scope of service. Drivers are not required to accept any booking and may refuse any job involving unsafe conditions, prohibited items, or activities outside standard transport and delivery operations.

6. Customer Warranties

The Customer warrants that:

• All goods presented for transport are lawful, safe, and properly packaged;
• No prohibited or restricted items are included in the booking;
• The booking accurately describes the nature of the goods and service required;
• All necessary permissions for access, collection, and delivery locations have been obtained.

The Customer accepts full responsibility for any breach or misrepresentation of these warranties.

7. Driver Discretion

Drivers retain absolute discretion to refuse, cancel, or terminate any booking where they reasonably believe:

• The booking involves prohibited or unsafe items;
• The booking presents health, safety, or legal risk;
• The request falls outside the normal scope of the Services.

8. Company Role and Liability Limitation

To the maximum extent permitted by UK law:

• The Company acts solely as an intermediary platform connecting Customers and Drivers;
• The Company is not a carrier, transport operator, or logistics provider;
• All transport contracts are formed directly between Customer and Driver;
• The Company shall not be liable for any loss, damage, delay, or legal consequences arising from any booking, except where such liability cannot lawfully be excluded or limited under applicable UK law. Nothing in these Terms excludes or limits the Company's liability for death or personal injury caused by its negligence, fraud, fraudulent misrepresentation, or any other liability that cannot be excluded or limited by law.

9. Indemnity

The Customer agrees to fully indemnify and hold harmless the Company, its directors, employees, and affiliates against any claims, liabilities, losses, fines, or damages arising from:

• Breach of these Terms;
• Misuse of the Services;
• Transport of prohibited or unlawful items;
• False, incomplete, or misleading booking information.

10. Enforcement and Termination

The Company reserves the right to refuse, suspend, cancel, or permanently terminate access to the Services at any time, without notice, where there is reasonable suspicion of breach of these Terms or unlawful activity. Any booking may be cancelled immediately at the Company's sole discretion.

1. Submission of Claims

Customers may notify VanManoo of a dispute or issue relating to their booking, including:

• damage to items;
• missing or lost items;
• service disputes; or
• driver-related issues during the booking.

Any dispute should be reported after the booking has been completed.

2. Information Required

To enable a fair review, customers may be required to provide:

• booking reference;
• description of the issue;
• relevant photographs or supporting evidence; and
• details of when the issue was first identified.

Failure to provide sufficient information may delay the review or prevent VanManoo from assisting with the dispute.

3. Evidence and Verification

VanManoo may review available information, including:

• photographs and supporting documents;
• booking and payment records;
• driver reports and booking information; and
• communications relating to the booking.

Where appropriate, information may be requested from both the customer and the driver.

4. Reporting Timeframe

Customers are expected to report any issues as soon as reasonably possible after the booking has ended. For the best opportunity to review a dispute, issues relating to damage or missing items should ideally be reported within 24 hours of the booking being completed. Delayed reports may affect VanManoo's ability to review the matter or obtain supporting evidence.

5. Investigation Process

Where a dispute is reported:

• our Customer Support team may review the information provided;
• both the customer and the driver may be contacted for additional information;
• further evidence may be requested; and
• available records may be considered before the matter is concluded.

VanManoo will use reasonable efforts to review disputes fairly and impartially.

6. Responsibility Structure

VanManoo operates solely as an online marketplace connecting customers with independent drivers. Drivers are independently responsible for carrying out the services they provide and for complying with all legal and contractual obligations relating to those services.

7. Platform Role and Responsibility

VanManoo operates solely as a technology marketplace and is not the transport provider, carrier, insurer, or party to the transport contract between the customer and the driver. VanManoo does not handle, transport, store, insure, or take possession or custody of any goods.

Accordingly, any dispute, claim, loss, damage, delay, or issue arising from a booking is a matter between the customer and the independent driver.

Although VanManoo is not legally responsible for the acts, omissions, negligence, conduct, or performance of either party, we may, at our sole discretion:

• facilitate communication between the customer and driver;
• review information and supporting evidence submitted by both parties; and
• assist in attempting to resolve disputes in good faith.

VanManoo does not determine legal liability, does not guarantee any outcome, does not provide insurance, and is not responsible for paying compensation, damages, or settlement amounts relating to disputes between customers and drivers.

8. Fraud Prevention and Misuse

VanManoo reserves the right to review, suspend, reject, or close any dispute where:

• insufficient or inconsistent evidence is provided;
• information appears inaccurate, false, or misleading;
• booking records or other available information do not support the dispute; or
• there is suspected fraud or misuse of the claims process.

VanManoo may also suspend or terminate user accounts where fraudulent or dishonest conduct is reasonably suspected.

9. Outcomes

Following its review, VanManoo may:

• determine that no further action will be taken;
• request additional information from one or both parties;
• facilitate communication between the customer and the driver;
• recommend that the parties resolve the matter directly;
• refer the parties to the relevant insurer, where applicable; or
• take action against a user account where there is evidence of misuse of the Platform or a breach of the Terms.

VanManoo does not accept legal liability for disputes between customers and drivers and does not provide compensation or insurance payments in relation to such disputes.

10. Final Note

Each dispute is reviewed individually based on the information and evidence available. VanManoo aims to assist customers and drivers by facilitating communication and reviewing available information fairly and consistently. Nothing in this Claims Policy makes VanManoo a party to the transport contract or creates any legal responsibility for the performance of transport services provided by independent drivers.

11. Marketplace Status and Limitation of Liability

Vanmanoo is solely an online technology marketplace that introduces Customers and independent Drivers for transport, delivery, man-and-van and house removal services. Vanmanoo does not itself provide transport, delivery, courier, removal, storage or logistics services unless expressly agreed in writing.

All transport and removal services are performed solely by independent Drivers who are not employees, workers, agents, partners or representatives of Vanmanoo. Each Driver operates independently and is solely responsible for their own services, conduct, vehicle, insurance, licences, compliance with applicable laws and any contract formed with a Customer.

By using the Platform, Customers and Drivers acknowledge and agree that Vanmanoo is not a party to the contract for the transport or removal service. Any agreement for the performance of a booking is made directly between the Customer and the Driver.

To the fullest extent permitted by applicable law, Vanmanoo acts solely as a technology marketplace facilitating introductions between independent parties. The Company is not a party to the transport contract between the Customer and Driver and accepts no responsibility for the acts, omissions, negligence, misconduct, breach of contract, criminal conduct, or other behaviour of either party.

To the fullest extent permitted by applicable law, Vanmanoo shall not be liable for any act, omission, negligence, breach of contract, delay, cancellation, damage, loss, theft, misdelivery, personal conduct, criminal act, fraud, misrepresentation, accident, injury, dispute or failure to perform by any Customer or Driver.

Customers and Drivers accept full responsibility for their own actions, decisions and legal obligations and agree that any claim arising from the performance of a booking shall, where permitted by law, be brought against the party responsible for that conduct and not against Vanmanoo solely because it operates the Platform.

Customers and Drivers agree to indemnify, defend and hold harmless Vanmanoo, its directors, officers, employees, shareholders, affiliates and agents from and against any claims, liabilities, losses, damages, costs, expenses and legal fees arising from their own acts, omissions, negligence, unlawful conduct, breach of these Terms or misuse of the Platform.

Nothing in these Terms excludes or limits any liability that cannot lawfully be excluded or limited under the laws of England and Wales, including liability for death or personal injury caused by negligence, fraud or fraudulent misrepresentation, or any other liability that applicable law prohibits from being excluded or limited.

12. Marketplace Status, Liability and User Responsibilities

The Company operates solely as an online marketplace and technology platform that facilitates the introduction of Customers and independent Drivers for the purpose of arranging transport, delivery, man-and-van, and house removal services.

The Company is not a carrier, courier, freight operator, logistics provider, employer of Drivers, bailee, warehouse operator, or moving company, unless expressly agreed in writing for a specific booking.

Each Driver operates as an independent contractor and is solely responsible for the services they choose to provide, including compliance with all applicable laws, licensing requirements, vehicle standards, insurance obligations, and any contractual obligations owed directly to Customers.

Customers acknowledge that they contract directly with the Driver for the performance of the booked service. The Company's role is limited to providing the marketplace technology, booking, communication, payment processing (where applicable), and related platform services.

The Company does not supervise, control, direct, or guarantee the conduct, performance, availability, suitability, qualifications, legality, or actions of any Customer or Driver and makes no warranty that any booking will be completed without interruption, delay, damage, loss, or dispute.

To the fullest extent permitted by applicable law, the Company shall not be liable for any loss, damage, theft, delay, deterioration, injury, dispute, cancellation, failure to perform, misrepresentation, negligence, fraud, criminal conduct, or any direct, indirect, incidental, consequential, special, exemplary, or punitive damages arising out of or relating to any booking or interaction between Customers and Drivers.

The Company does not accept possession, custody, control, ownership, or responsibility for any goods or property transported through the Platform.

Customers and Drivers agree to indemnify and hold harmless the Company, its directors, officers, employees, shareholders, affiliates, agents, and representatives from and against any claims, proceedings, liabilities, losses, damages, costs, expenses, fines, penalties, or legal fees arising from their own acts, omissions, breach of these Terms, unlawful conduct, negligence, or misuse of the Platform.

Nothing in these Terms excludes or limits any liability that cannot lawfully be excluded or limited under the laws of England and Wales, including liability for death or personal injury caused by negligence, fraud, fraudulent misrepresentation, or any other liability that applicable law prohibits from being excluded.

13. Complaints, Vetting and Contractor Status

The Company operates a complaints and incident review process and reserves the right to suspend or terminate access to the Platform or future booking opportunities where concerns arise regarding safety, professionalism, legality, or customer welfare.

Contractors acknowledge that they are independent self-employed service providers and remain personally responsible for their own acts, omissions, conduct, legal compliance, taxes, insurance, and liabilities.

The Company may conduct reasonable verification checks, including identity, driving licence, insurance, references, and any other checks permitted by law. Engagement by the Company does not constitute a guarantee of a contractor's future conduct.

Any breach of this policy may result in immediate termination of the contractor relationship and, where appropriate, reporting to the relevant authorities.

14. Driver Code of Conduct

As a self-employed contractor providing services independently — and not on behalf of the Company — you are expected to maintain the highest standards of professionalism, honesty, and respect at all times. Drivers do not act as agents, employees, or representatives of VanManoo, and VanManoo is not a party to the transport contract between the Driver and the Customer.

By accepting work, you agree to:

• Treat every customer, their family, neighbours, and members of the public with courtesy and respect.
• Respect the customer's home, belongings, privacy, and property.
• Never engage in theft, fraud, violence, intimidation, harassment, discrimination, or any unlawful or inappropriate behaviour.
• Follow all applicable laws, road traffic regulations, and health and safety requirements.
• Hold and maintain a valid driving licence and all legally required insurance.
• Immediately report any accident, damage, complaint, incident, or concern to the Company.
• Cooperate fully with any investigation into a customer complaint or incident.
• Maintain professional behaviour, appropriate language, and a respectful appearance while carrying out work.
• Refrain from using alcohol or illegal drugs before or while carrying out any work.
• Protect the Company's reputation by acting honestly and responsibly at all times.

Failure to comply with this Code of Conduct may result in the immediate withdrawal of work, termination of the contractor relationship, and, where appropriate, the matter being reported to the relevant authorities.

15. Customer Code of Conduct

To help ensure a safe and respectful experience for everyone, we kindly ask all customers to treat our self-employed drivers and moving crew with courtesy and respect.

By booking our services, you agree to:

• Treat all drivers and crew members with dignity, courtesy, and respect.
• Refrain from abusive, threatening, discriminatory, violent, or intimidating behaviour.
• Avoid harassment, bullying, or any form of inappropriate conduct.
• Provide a safe working environment and inform us of any known hazards at the property.
• Give accurate information about the move and the items to be transported.
• Allow drivers to carry out their work without unnecessary interference.
• Report any concerns or complaints directly to the Company in a respectful manner so they can be investigated.

We have a zero-tolerance policy towards violence, threats, harassment, discrimination, or abusive behaviour towards our drivers and staff. If such behaviour occurs, we reserve the right to suspend or terminate the service immediately without prejudice to any other legal rights or remedies available to us.

16. Driver and Customer Code of Conduct / Policies List

We are committed to providing a safe, respectful, and professional service for everyone involved.

Drivers using the VanManoo Platform are expected to:

• Behave honestly, professionally, and respectfully at all times.
• Treat every customer, their family, neighbours, and property with care and courtesy.
• Comply with all applicable laws and our Company Code of Conduct.
• Report any accident, damage, complaint, or incident immediately.
• Maintain the required driving licence, insurance, and any other documents required by law.
• Refrain from any abusive, threatening, discriminatory, violent, dishonest, or unlawful behaviour.

Any driver who fails to meet these standards may have their access to work suspended or terminated and, where appropriate, the matter may be reported to the relevant authorities.

Our Customers — We kindly ask all customers to treat our self-employed drivers and crew with the same respect they expect in return. Customers must not engage in abusive, threatening, discriminatory, violent, intimidating, or harassing behaviour towards our drivers or staff. If any customer behaves in an unacceptable manner, we reserve the right to suspend or terminate the service immediately without prejudice to any other legal rights or remedies available to us.

17. Company Standards, Vetting and Conduct Policy

1. Purpose. The Company is committed to operating a safe, professional and reliable online technology marketplace connecting customers with independent self-employed drivers for transport, delivery, man-and-van and house removal services. These standards apply to all self-employed contractors providing services to customers through the VanManoo Platform.

2. Contractor Requirements. Before accepting bookings through the Platform, every contractor must:

• Provide satisfactory proof of identity.
• Hold a valid driving licence appropriate for the vehicle operated.
• Hold and maintain all insurance required by law and by the Company.
• Provide accurate contact details and notify the Company of any material changes.
• Confirm that they will comply with all applicable laws and regulations.
• Agree to comply with this Policy and the Company's Code of Conduct.

3. Professional Standards. Contractors shall:

• Act honestly, professionally and respectfully.
• Exercise reasonable care when handling customers' property.
• Respect customers' homes, privacy and personal belongings.
• Follow all health and safety requirements.
• Refrain from abusive, threatening, violent, intimidating, discriminatory, dishonest or unlawful conduct.
• Not attend a booking under the influence of alcohol or illegal drugs.
• Immediately report any accident, damage, complaint, incident or safety concern.

4. Customer Conduct. Customers are expected to treat contractors and Company representatives with courtesy and respect. Abusive, threatening, discriminatory, violent or harassing behaviour will not be tolerated.

5. Complaints and Investigations. The Company will investigate complaints fairly. Where appropriate, the Company may suspend a contractor from receiving further work while an investigation is ongoing. Following an investigation, the Company may issue guidance or a warning, require further training, suspend or permanently remove the contractor from the platform, or report matters to relevant authorities.

6. Independent Contractor Status. Each contractor is an independent self-employed contractor and is responsible for complying with all legal obligations relating to their business, taxation, insurance and conduct. Nothing in this Policy creates a contract of employment, worker status or partnership.

7. Company Rights. The Company may refuse, suspend or terminate access to work opportunities where it reasonably believes that a contractor has failed to meet the Company's standards.

8. No Waiver. Failure by the Company to enforce any provision of this Policy on one occasion shall not prevent it from enforcing that provision at any later time.

9. Acceptance. By accepting bookings through the VanManoo Platform, the contractor confirms that they have read, understood and agree to comply with this Policy and all Company procedures. Failure to comply may result in immediate removal from the Company's platform.

VanManoo's Role

Vanmanoo provides a dispute resolution procedure to assist Customers and Drivers in resolving disputes arising from a booking made through the Platform. Where a dispute is submitted in accordance with this Policy, Vanmanoo will use reasonable efforts to review the information provided by both parties and, where appropriate, facilitate a fair and impartial resolution.

As set out in the Customer Terms and Driver Terms, Vanmanoo is not responsible for the performance of the delivery services by the Driver and is not liable for any failure by a Driver to carry out the agreed services.

Vanmanoo provides the Dispute Resolution Procedure as a customer support service and reserves the right to decline to investigate or continue dealing with a dispute where a Customer or Driver has behaved in an abusive, threatening or inappropriate manner.

Customer's Obligations

Once the Driver has completed or attempted the delivery, the Customer should direct any enquiries relating to loss, damage or non-delivery through the Support section of the Vanmanoo website rather than contacting the Driver directly. Failure to do so may delay the investigation and resolution of the dispute.

Damaged Items

If a Customer wishes Vanmanoo to consider a claim relating to damaged Item(s), the Customer must:

• Retain the Item(s) in the condition in which they were received;
• Where possible, take clear photographs showing the condition of the Item(s);
• Notify Vanmanoo through the Support section of the Vanmanoo website within twenty-four (24) hours of receiving the Item(s), including any available photographic evidence; and
• Provide details of any circumstances the Customer believes may have contributed to the damage.

Lost or Non-Delivered Items

If a Customer wishes Vanmanoo to consider a claim relating to Item(s) that have not been delivered, the Customer must:

• Contact Vanmanoo through the Support section of the Vanmanoo website within twenty-four (24) hours of the expected delivery date shown on the Platform;
• Provide evidence that the Driver collected the Item(s) from the agreed collection location, where available; and
• Allow Vanmanoo a reasonable period to liaise with the Driver in an attempt to locate the missing Item(s).

Information to Be Provided

The Customer and the Driver must provide any additional information or documentation reasonably requested by Vanmanoo within two (2) days of the request. If the requested information is not provided within this timeframe, Vanmanoo may decline to investigate or continue handling the dispute. Where appropriate, Vanmanoo may request an independent repair estimate or confirmation from a suitably qualified specialist that damaged Item(s) cannot reasonably be repaired.

Vanmanoo's Review

Vanmanoo will use reasonable efforts to review the information submitted by both parties and assess the dispute fairly and impartially. Where appropriate, Vanmanoo may request further information from either party before reaching a decision. Any decision will be based on the information available and the applicable Customer Terms, Driver Terms and this Dispute Resolution Policy.

Vanmanoo does not guarantee that every dispute can be resolved and accepts no liability arising out of or in connection with the Dispute Resolution Procedure, including any failure of the procedure to resolve a dispute.

Remedies

Vanmanoo may retain any charges paid by the Customer in respect of the relevant booking while a dispute is being considered under the Disputes Procedure and until the period for requesting a review or otherwise challenging the outcome of the dispute has expired.

If a dispute is not resolved through the Disputes Procedure, the Customer and the Driver shall be responsible for making alternative arrangements to resolve the dispute.

If the Customer or the Driver wishes to contest any decision made under the Disputes Procedure, they must contact Vanmanoo via the support section of the Vanmanoo website within seven (7) days of the date of the decision.

Vanmanoo does not accept any liability in respect of the Disputes Procedure, including any failure of the procedure to resolve the dispute.

Customers and drivers may cancel bookings through the VanManoo platform. All cancellations are subject to the cancellation and refund rules stated in these Terms.

The refund outcome is determined by:

• The time and date the cancellation is made.
• The scheduled start time of the booking.
• Whether the driver has started travelling.
• Whether the driver has arrived at the pickup location.
• Any applicable cancellation fees or non-refundable amounts.

Selecting a cancellation reason does not automatically guarantee a refund. Refund eligibility is calculated according to the VanManoo cancellation policy.

Customer Cancellation Terms

Refund rules:

• Cancellation within 60 minutes of booking: A full refund will be provided unless the driver has already started travelling for an urgent booking.
• Cancellation more than 60 minutes after booking but more than 24 hours before the scheduled move: A full refund of the deposit or payment will be provided.
• Cancellation less than 24 hours before the scheduled move: The deposit is non-refundable.
• Cancellation after the driver has started travelling or has arrived at the pickup location: The deposit is non-refundable.
• Customer does not show up or is unavailable at the agreed pickup time: No refund will be provided, as the driver has reserved the time and may have already travelled to the location.

Driver Cancellation Terms

Drivers must only cancel bookings where necessary and must provide a cancellation reason. If a driver cancels a booking before the scheduled start time or fails to arrive:

• VanManoo will make reasonable efforts to find a replacement driver.
• If a replacement driver cannot be arranged, any amount paid to VanManoo will be refunded in full.
• The customer will be notified of the cancellation and any replacement options available.

Drivers acknowledge that repeated cancellations may affect their account status, reliability score, or access to future bookings.

Customer readiness & the 20-minute waiting period

Customers are expected to have all items packed and ready for collection by the agreed booking time to help ensure the move runs smoothly.

If the items are not ready when the driver arrives, the driver may allow a reasonable waiting period of up to 20 minutes, although this cannot be guaranteed due to other scheduled bookings.

If the move cannot begin within the 20-minute waiting period, the driver reserves the right to leave the collection location. In such circumstances, the booking may be treated as a customer no-show, and the full booking fee may still be payable, as the driver may have other pre-arranged commitments.

£20 cancellation credit will be applied to the booking if the customer does not show up. The credit will be added to the driver's account.

Driver Response Time

Once a booking has been confirmed and payment has been successfully received, the selected driver has 30 minutes to either accept or decline the booking.

If the driver does not respond within 30 minutes, the booking will be automatically cancelled, and the customer will receive a full refund of any amount paid. The booking will then be released, allowing the customer to immediately book another available driver.

Refund Processing

Approved refunds will be returned to the original payment method used for the booking. Refunds are normally processed within 5–10 business days, depending on the customer's payment provider or bank.

Booking Rejection

A booking may be rejected or cancelled before completion if:

• No suitable driver is available.
• Payment cannot be processed.
• Incorrect or incomplete booking information has been provided.
• The request contains unsafe, illegal, or prohibited items.
• The booking does not meet VanManoo's service requirements.
• Fraudulent or suspicious activity is detected.

If VanManoo rejects a confirmed booking, any eligible payment made to VanManoo will be refunded according to this Cancellation & Refund Policy.

Cancellation Notifications

After a cancellation is confirmed:

• The customer and driver will receive a cancellation notification.
• The booking status will be updated automatically.
• Any eligible refund will be processed automatically.
• Cancellation details will be recorded for customer support and dispute management.

Customer and Driver Responsibilities

Customers are responsible for providing accurate booking information, including pickup and delivery addresses, item details, access requirements, and correct dates and times. Drivers are responsible for ensuring they can complete accepted bookings and must notify VanManoo as soon as possible if they are unable to attend.

All drivers using the VanManoo platform are required to maintain valid Goods in Transit Insurance. Customers 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 insurance provider before their move for extra protection.

VanManoo is an online marketplace that connects customers with independent man-and-van service providers. The moving services are provided by independent drivers, not by VanManoo. As such, each driver is responsible for carrying out the booked service, including the transportation of goods, maintaining appropriate insurance, and complying with all applicable legal requirements.

VanManoo is not a moving company, carrier, or employer of the drivers and does not accept responsibility for the performance of the moving service or for any loss, damage, delay, or other issues arising from the service provided by an independent driver, except where required by applicable law or where the issue arises directly from VanManoo's own actions or obligations.

VanManoo reserves the right to refuse or cancel any booking involving items that are unsafe, prohibited by law, require specialist equipment, handling, licences, or insurance, or otherwise fall outside the services offered through the VanManoo marketplace.

VanManoo does not provide:

• Services involving the transportation or assistance of individuals requiring specialist care, supervision, or safeguarding.
• Moves requiring safeguarding procedures or restricted access to educational establishments, including schools, nurseries, colleges, universities, and similar facilities.
• Services at high-security or restricted-access premises, including banks, data centres, military sites, prisons, courts, and restricted areas of airports and ports.
• Moves involving listed buildings, heritage properties, museums, galleries, or religious sites where specialist handling, permissions, or conservation requirements apply.
• Specialist removals requiring dedicated equipment, trained personnel, specialist licences, or additional insurance, including large commercial relocations, medical equipment, laboratory equipment, industrial machinery, and similar specialist transport services.

VanManoo reserves the right to refuse or cancel any booking that requires specialist qualifications, equipment, security clearance, safeguarding measures, licences, permits, or insurance that are outside the scope of the services offered through the VanManoo marketplace.

If a booking includes prohibited or specialist items or services that were not disclosed at the time of booking, VanManoo may refuse or cancel the booking. Additional charges or cancellation fees may apply in accordance with the VanManoo Cancellation & Refund Policy.

Customers are responsible for providing complete, accurate, and truthful information when creating a booking, including details of the items to be transported, access requirements, pickup and delivery locations, and any special handling requirements.

VanManoo operates as an online marketplace and does not routinely review, verify, or manually assess the information provided in every booking before it is made available to drivers. The publication or acceptance of a booking does not mean that VanManoo has reviewed, approved, or confirmed that the booking complies with these Terms.

If it becomes apparent at any stage that a booking contains inaccurate, incomplete, misleading, or undisclosed information, or includes prohibited items or services outside the scope of the VanManoo marketplace, VanManoo reserves the right to refuse or cancel the booking in accordance with these Terms and the Cancellation & Refund Policy.

Customers remain responsible for ensuring that all booking information is accurate and for updating any changes before the scheduled move.

For the purpose of these Terms:

• Booking means a request made by a Customer through the VanManoo Platform for transport, delivery, man-and-van, or removal services.
• Customer means any person or business using the VanManoo Platform to request services.
• Driver means an independent self-employed driver who provides transport or removal services through the VanManoo Platform.
• Platform means the VanManoo website, application, software, and related technology services used to connect Customers and Drivers.
• Service Fee means any fee charged by VanManoo for providing the Platform, processing payments, or facilitating bookings.
• Transport Service means the actual moving, delivery, or transport service provided by the Driver directly to the Customer.
• Booking Price means the amount payable for the Booking, including any applicable Driver charges, Platform fees, deposits, and additional charges.

The Booking Price may include:

• Charges payable to the Driver for the Transport Service;
• VanManoo Platform fees;
• Payment processing fees where applicable; and
• Any additional charges permitted under these Terms.

VanManoo may collect payments from Customers on behalf of Drivers where applicable. Collection of payment by VanManoo does not make VanManoo responsible for the Transport Service provided by the Driver. Drivers remain responsible for setting their own service prices unless otherwise agreed through the Platform.

A Booking request submitted through the VanManoo Platform does not guarantee that a Driver will accept or complete the Booking.

A Booking becomes confirmed only when:

• Payment requirements have been completed;
• A Driver accepts the Booking; and
• Confirmation has been issued through the Platform.

If the selected Driver becomes unavailable, VanManoo may attempt to assist in finding an alternative Driver, but does not guarantee replacement availability. If no suitable Driver is available, VanManoo may cancel the Booking and refund any eligible payment in accordance with the Cancellation Policy.

As an independent self-employed driver, you are responsible for setting your own prices and for complying with your own tax and VAT obligations.

If you are required or choose to charge VAT, you should ensure that your prices entered on the VanManoo platform already include any applicable VAT. The prices displayed to customers should represent the final price for the services offered through your listing.

Once a customer has confirmed a booking, you must not add VAT or any other additional charges that were not included in the confirmed booking price, except where additional charges arise from changes to the booking requested by the customer or are otherwise permitted under the VanManoo Terms and Conditions.

You are solely responsible for:

• Determining whether you are required to register for VAT;
• Charging VAT where applicable;
• Issuing any VAT invoices required by law;
• Complying with all applicable tax legislation.

If you are unsure about your tax or VAT obligations, you should seek independent advice from a qualified accountant or tax adviser.

Once a Booking has been accepted and confirmed by the Driver, VanManoo shares the full legal name of the Customer with the Driver, and the full legal name of the Driver with the Customer. This exchange is essential to allow both parties to identify each other at the pick-up address and during the move.

By using the Platform, both Customers and Drivers agree that:

• Their full name (as it appears on their VanManoo account) will be visible to the other party on the Booking confirmation screen, in confirmation emails/SMS, and inside the VanManoo dashboard, once the Driver has accepted the Booking.
• Names will not be shared publicly, only with the counterparty of the confirmed Booking.
• Names will not be shared before the Booking is confirmed by the Driver.
• Contact numbers and addresses may also be shared where necessary for the Booking to be completed safely and on time.
• This exchange is limited to what is strictly necessary to perform the Booking and is retained in accordance with our Privacy Policy.

Customers and Drivers must not use the other party's name, phone number, or address for any purpose beyond completing the confirmed Booking. Misuse of personal data — including unsolicited contact after the move — is a breach of these Terms and may result in account suspension in line with our Prohibited Use policy.

VanManoo aims to provide a reliable Platform but does not guarantee that the Platform will always operate without interruption, errors, delays, or technical problems.

The Platform may occasionally be unavailable due to:

• Maintenance;
• Software updates;
• Security measures;
• Technical failures; or
• Third-party service interruptions.

VanManoo shall not be responsible for losses caused by temporary Platform unavailability where such issues are outside VanManoo's reasonable control.

Customers must provide accurate and current contact information, including:

• Name;
• Telephone number;
• Email address; and
• Any information reasonably required to complete the Booking.

Customers must remain reachable before and during the Booking where communication is required. VanManoo and Drivers are not responsible for delays, failed collections, or failed deliveries caused by inaccurate or unavailable Customer contact information.

Customers must:

• Ensure Items are ready for collection at the agreed time;
• Provide safe access to collection and delivery locations;
• Ensure required keys, permissions, permits, and access arrangements are available;
• Inform the Driver of any restrictions, hazards, or special requirements before the Booking.

If the Driver cannot complete the Booking due to Customer failure to provide access, information, or readiness, cancellation charges may apply.

Customers are responsible for arranging and paying for:

• Parking permissions;
• Parking charges;
• Loading restrictions;
• Access permits; and
• Any other costs required to allow the Driver to complete the Booking.

Any fines, penalties, tolls, or charges caused by Customer failure to arrange suitable access may be charged to the Customer.

Additional charges may apply where the Booking details provided by the Customer are inaccurate, incomplete, or change after confirmation. Additional charges may include:

• Additional items;
• Additional locations;
• Waiting time;
• Parking charges;
• Additional labour requirements;
• Changes to the agreed service.

Customers are responsible for ensuring Booking information is accurate before confirmation.

If a Driver is delayed because of Customer actions, including Customer not being ready, lack of access, incorrect information, or additional work requested on the day, additional charges may apply.

The Driver may refuse additional work that was not included in the original Booking.

Where applicable under consumer law, Customers may have cancellation rights when entering into an online contract.

However, where VanManoo begins providing Platform services immediately after Booking confirmation, including processing the Booking and connecting the Customer with a Driver, the Customer acknowledges that certain cancellation rights may be affected where permitted by law.

Nothing in these Terms removes any rights that cannot legally be excluded.

A Driver may refuse or cancel a Booking where they reasonably believe:

• The Booking involves prohibited items;
• The conditions are unsafe;
• Required access is unavailable;
• The Customer has provided misleading information;
• The request falls outside the agreed Booking.

VanManoo may cancel or restrict access to the Platform where there is evidence of misuse or breach of these Terms.

Where a Booking cannot be completed because of Customer actions or failure to comply with these Terms, VanManoo may apply cancellation charges. Examples include:

• Customer unavailable at the agreed time;
• Incorrect address information;
• No access provided;
• Unsafe conditions;
• Prohibited items being presented.

Where a Driver cannot complete a Booking due to Customer actions or circumstances outside the Driver's responsibility, the Driver may return Items to the original collection location where reasonably possible. Additional charges may apply for any return journey, waiting time, or additional costs incurred.

Customers may provide feedback about their experience. Feedback must be:

• Honest;
• Accurate;
• Based on genuine experience; and
• Provided in good faith.

VanManoo reserves the right to investigate or challenge reviews that involve false information, threats, extortion, or attempts to obtain services outside the Booking agreement.

VanManoo may record telephone calls with Customers and Drivers for training purposes, quality monitoring, security, and resolving disputes. Recordings may be used where necessary to investigate complaints or disputes.

All intellectual property rights relating to the VanManoo Platform, including software, branding, content, designs, and systems, belong to VanManoo or its licensors. Customers and Drivers may use the Platform only for its intended purpose and must not copy, reproduce, modify, or commercially exploit any part of the Platform without written permission.

Where permitted by law, VanManoo shall not be responsible for business losses including:

• Loss of profit;
• Loss of revenue;
• Loss of business opportunity;
• Loss of contracts;
• Indirect or consequential losses.

Nothing limits liability that cannot legally be excluded, including liability for death, personal injury caused by negligence, fraud, or fraudulent misrepresentation.

To access certain features of the Platform, you may be required to create an account. When registering, you agree to provide accurate, complete, and up-to-date information and to keep your account details current at all times.

You are responsible for maintaining the confidentiality of your login credentials and for all activities carried out under your account. You must notify us immediately if you believe your account has been accessed or used without your permission.

We reserve the right to suspend or terminate any account that contains false, misleading, or incomplete information or that is used in breach of these Terms and Conditions.

By using the Platform, you represent and warrant that:

• You are at least 18 years of age and have the legal capacity to enter into a binding agreement.
• All information you provide to us is true, accurate, complete, and current.
• You will maintain the accuracy of your account information and promptly update it if any details change.
• You will use the Platform only for lawful purposes and in accordance with these Terms and Conditions.
• You will not use the Platform to engage in fraudulent, misleading, abusive, or unlawful activities.
• You will not impersonate another person or create an account using false or misleading information.
• You will not interfere with the operation, security, or functionality of the Platform or attempt to gain unauthorised access to any part of it.
• You will comply with all applicable laws, regulations, and local requirements when using the Platform.

If any of these representations are found to be false or breached, we reserve the right to suspend or terminate your account, cancel bookings, refuse access to the Platform, and take any other action we consider appropriate.

Severability

If any part of these Terms is found invalid or unenforceable, the remaining provisions will continue to apply.

Waiver

Failure by VanManoo to enforce any provision does not prevent VanManoo from enforcing that provision later.

Entire Agreement

These Terms and any referenced policies form the entire agreement between VanManoo and the Customer.

Third Party Rights

A person who is not a party to these Terms has no right to enforce any provision unless required by law.

Assignment

Customers may not transfer their rights or obligations without VanManoo's written permission. VanManoo may transfer its rights where necessary as part of business operations.

Governing law

These Terms are governed by the laws of England and Wales.

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

Customers and Drivers must not discriminate against, harass, victimise, intimidate, or abuse any person on the basis of any protected characteristic under applicable law, including but not limited to:

• 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

Customers and Drivers must:

• 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.

Refusal of Service

Nothing in these Terms requires a Driver to continue with or complete a Booking where they reasonably believe their personal safety is at risk or where the Customer's behaviour is abusive, threatening, discriminatory or unlawful. Similarly, Customers may cancel or report a Driver whose behaviour is abusive, threatening, discriminatory, or otherwise breaches these Terms.

Reporting Concerns

Any Customer or Driver who experiences or witnesses discrimination, harassment, or inappropriate behaviour should report the matter to VanManoo as soon as reasonably possible. VanManoo may investigate complaints and request supporting information where appropriate.

Breach of this Policy

VanManoo reserves the right to suspend, restrict or permanently terminate access to the Platform where a Customer or Driver is found to have engaged in discriminatory, abusive, harassing, threatening or otherwise unacceptable behaviour. Where appropriate, VanManoo may also cancel affected Bookings and cooperate with law enforcement or regulatory authorities if required by law. Nothing in this section limits any legal rights or obligations that cannot be excluded under applicable law.

Can I cancel my booking?

Yes. You can cancel your booking through your VanManoo account. Refunds depend on when the cancellation is made and whether the driver has already started travelling or arrived at the collection location.

Will I receive a refund if I cancel shortly after booking?

If you cancel within 60 minutes of making your booking, you will receive a full refund unless the booking is urgent and the driver has already started travelling.

What happens if I cancel more than 24 hours before my move?

If you cancel more than 60 minutes after booking but more than 24 hours before the scheduled move, you will receive a full refund of your eligible deposit or payment.

What happens if I cancel less than 24 hours before my move?

If you cancel less than 24 hours before the scheduled move, your booking deposit is non-refundable.

What happens if the driver has already started travelling or arrived?

If the driver has started travelling to your collection address or has arrived at the pickup location, your booking deposit is non-refundable because the driver has reserved time and may have already incurred travel costs.

What happens if I am not available at the agreed pickup time?

If you do not show up, cannot be contacted, or are unavailable at the agreed pickup time, no refund will be provided. The driver has reserved the booking time and may have already travelled to the location.

Can I reschedule my booking?

If you need to change your booking date, time, locations, vehicle size, or other booking details, you will need to cancel your existing booking and create a new booking with the updated information. Any refund will be processed according to our Cancellation Policy, and the new booking will be subject to driver availability and the applicable price.

VanManoo aims to resolve complaints fairly, efficiently and transparently.

Making a complaint

Complaints should be submitted through the VanManoo platform or by contacting Customer Support. Please include your booking reference number, a description of the issue, relevant photographs or documents where available, and any other supporting information.

Acknowledgement

VanManoo will normally acknowledge receipt of a complaint within a reasonable period.

Investigation

Depending on the nature of the complaint, VanManoo may review booking records, review messages exchanged through the platform, request further information, contact both customer and driver, and review any available evidence.

Resolution

Following the investigation, VanManoo will communicate its decision to the parties involved. Where appropriate we may reject the complaint, uphold it, recommend an appropriate resolution, or take action against accounts that breach these Terms & Conditions.

Escalation

If additional evidence becomes available after a decision has been made, VanManoo may review the complaint again at its discretion.

Final decision

VanManoo's decision regarding use of its platform (including account actions and platform-related matters) is final unless otherwise required by applicable law. Nothing in this procedure limits any legal rights that customers or drivers may have under applicable law.

Unless otherwise stated, all intellectual property rights relating to the VanManoo platform are owned by or licensed to VanManoo. This includes, but is not limited to:

• The VanManoo name.
• The VanManoo logo.
• Website design and layout.
• User interface and user experience.
• Graphics, icons and illustrations.
• Images created by or for VanManoo.
• Software and source code.
• Databases.
• Booking and pricing systems.
• Instant quote engine and pricing methodology.
• Written content.
• Terms, policies and documentation.
• Marketing materials.
• Branding and visual identity.

No part of the VanManoo platform may be copied, reproduced, modified, distributed, reverse-engineered, published or used for commercial purposes without the prior written permission of VanManoo, except where permitted by applicable law. Unauthorised use of VanManoo's intellectual property may result in legal action.

1. Services and Performance Standards

VanManoo provides an online marketplace through which Customers may be connected with independent Drivers for transport, delivery, man-and-van and agreed removal services.

Drivers are responsible for performing the Transport Service with reasonable care and skill, in accordance with the Booking agreed with the Customer and all applicable legal requirements.

Drivers must make reasonable efforts to arrive at the agreed collection location at the agreed time and to perform the agreed service. Customers must provide accurate information and reasonable access necessary for the Driver to perform the Booking.

VanManoo does not guarantee the availability, punctuality, performance or outcome of any Driver and does not itself perform the Transport Service.

Nothing in this clause removes any rights or obligations that cannot lawfully be excluded or limited.

2. Health and Safety

Customers and Drivers must take reasonable steps to maintain a safe environment before, during and after a Booking.

Customers must inform the Driver of any reasonably foreseeable hazards, access restrictions, stairs, unusual carrying distances, dangerous conditions or other circumstances that could reasonably affect the safety of persons or property.

Drivers may refuse, suspend or stop work where they reasonably believe that continuing would create an unacceptable risk to themselves, the Customer, members of the public, property or other persons.

Drivers must use reasonable care when loading, carrying, transporting and unloading goods and must comply with applicable road traffic, vehicle and health and safety requirements.

Customers must not require or pressure a Driver to undertake work that the Driver reasonably considers unsafe or unlawful.

Where a serious accident, injury, dangerous incident or suspected criminal conduct occurs, VanManoo may request information and, where appropriate or legally required, cooperate with relevant authorities.

3. Property Damage and Loss

The Driver is responsible for taking reasonable care of goods while carrying out the Transport Service.

Customers remain responsible for accurately declaring the goods, their condition, value and any special handling requirements before the Booking.

Customers should not present prohibited, dangerous, inadequately packaged or undisclosed items for transportation.

Where goods are damaged, lost or not delivered, the Customer should report the matter in accordance with the Claims and Dispute Resolution Policies.

Any claim against VanManoo remains subject to the Platform's limitation of liability provisions and applicable law.

Nothing in these Terms prevents a Customer from pursuing any legal claim that cannot lawfully be excluded.

4. Intellectual Property

All intellectual property rights in the VanManoo Platform, including its software, website, branding, logos, designs, databases, pricing systems, booking systems, written materials, graphics, content and technology, belong to VanManoo or its licensors unless otherwise stated.

Users receive a limited, non-exclusive, non-transferable right to use the Platform for its intended purpose.

Users must not copy, reproduce, modify, reverse engineer, scrape, distribute, commercially exploit or create competing products from VanManoo's intellectual property except where permitted by law.

Customers and Drivers retain ownership of intellectual property that they independently own and lawfully provide to VanManoo.

By submitting photographs, reviews, documents or other material to VanManoo, the user grants VanManoo the rights reasonably necessary to store, process, display and use that material for operating, supporting, protecting and improving the Platform, subject to applicable law and the Privacy Policy.

5. Disclosure to HMRC and Authorities

VanManoo may disclose information to HM Revenue & Customs, Companies House, the Insolvency Service, the police, courts, regulators, government departments, insurers or other competent authorities where VanManoo is legally required or otherwise lawfully permitted to do so.

Information may include booking records, payment records, account information, communications, identity information, transaction information and other records relevant to a lawful request or investigation.

VanManoo may also preserve relevant information where it reasonably believes that it may be required for legal proceedings, regulatory compliance, fraud prevention, investigation or enforcement purposes.

Nothing in these Terms prevents VanManoo from complying with a lawful order, notice, warrant, statutory obligation or other legal requirement.

6. Bribery and Corruption

Customers, Drivers and other Platform users must not use the VanManoo Platform to offer, request, promise, give, receive or facilitate a bribe or other improper advantage.

Drivers must not offer or accept improper payments or benefits in connection with obtaining, performing, retaining or influencing a Booking.

Customers must not offer a Driver an improper payment or benefit in exchange for unlawful preferential treatment or to induce the Driver to breach a legal or contractual obligation.

VanManoo may suspend or terminate an account where it reasonably suspects bribery, corruption or other unlawful conduct and may refer matters to appropriate authorities where appropriate or required by law.

7. Independent Contractor and Self-Employment Responsibilities

Drivers using VanManoo as independent service providers are responsible for determining and complying with their own tax, National Insurance, VAT and other legal obligations arising from their activities.

Drivers are responsible for maintaining appropriate business records and for making any registrations, returns, payments or notifications required by HMRC or another competent authority.

VanManoo does not provide tax advice to Drivers.

The description of a Driver as an independent contractor in these Terms reflects the intended contractual relationship, but the legal status of any individual may ultimately depend on the actual circumstances and applicable law.

Nothing in these Terms is intended to remove any statutory employment or worker rights that may apply by law.

8. VAT and Tax

Drivers are responsible for determining whether they are required to register for VAT and for complying with applicable VAT legislation.

Where a Driver is VAT registered and is required to charge VAT on services supplied to a Customer, the Driver is responsible for accounting for that VAT to HMRC.

Drivers must ensure that prices entered into the Platform accurately reflect their applicable VAT treatment.

VanManoo may collect or process payments through the Platform, but this does not transfer the Driver's tax or VAT responsibilities to VanManoo unless expressly required by law or agreed under a separate arrangement.

VanManoo will separately account for VAT on supplies made by VanManoo where applicable.

Nothing in this clause constitutes tax advice.

9. Records and Evidence

VanManoo may maintain records relating to Platform use, including account information, bookings, payments, cancellations, communications, complaints, disputes, claims, verification information and relevant transaction records.

Records may be used for operating the Platform, customer support, dispute resolution, fraud prevention, legal compliance, accounting, tax, regulatory purposes and the protection of VanManoo's legal rights.

Records will be retained and handled in accordance with applicable law and VanManoo's Privacy Policy and record-retention procedures.

10. Fraud and False Information

Users must not provide false, misleading, incomplete or fraudulent information to VanManoo, another user, a payment provider, an insurer or any authority.

Users must not manipulate bookings, payments, reviews, cancellation systems, claims or account information for an improper purpose.

VanManoo may investigate suspected fraud or misuse and may suspend or terminate accounts while an investigation is conducted.

Where appropriate or legally required, VanManoo may provide relevant information to payment providers, insurers, law enforcement, regulators or other competent authorities.

11. Criminal Conduct and Police Cooperation

VanManoo does not permit the Platform to be used for criminal activity.

Where VanManoo receives information indicating suspected criminal conduct, it may take reasonable measures to protect users, property, the Platform and the Company.

Where legally required or otherwise permitted, VanManoo may preserve and disclose relevant information to the police or another competent authority.

VanManoo does not conduct criminal investigations itself and does not determine criminal liability.

Any question of criminal liability remains a matter for the appropriate authorities and courts.

12. Complaints, Investigations and Evidence

VanManoo may investigate complaints relating to the use of the Platform, including allegations concerning damage, loss, fraud, unsafe conduct, harassment, discrimination, misconduct or breach of these Terms.

VanManoo may request information from the Customer, Driver or other relevant persons.

Users must provide information that they reasonably possess and are lawfully able to provide.

VanManoo may take platform-related action based on the information available, including warnings, suspension, cancellation or termination.

Any action taken by VanManoo is an administrative decision concerning use of its Platform and is not a determination of criminal or civil liability by a court.

13. Support Personnel and Service Providers

VanManoo may use employees, independent contractors, consultants, agencies, customer-service providers, dispute-resolution personnel, HR service providers, technical providers or other authorised persons to perform functions on behalf of VanManoo.

The use of such persons does not by itself determine their legal employment status.

VanManoo may provide those persons with access to information reasonably necessary to perform their authorised functions, subject to applicable data-protection requirements.

14. Waiver

If VanManoo does not immediately enforce a provision of these Terms, this does not mean that VanManoo has permanently waived its right to enforce that provision.

A waiver of any provision must be expressly given by VanManoo and will apply only to the specific circumstances for which it is given unless expressly stated otherwise.

Waiver and Exceptional Circumstances

If VanManoo, the Customer or the Driver does not immediately enforce any provision of these Terms, this does not mean that the relevant party has permanently waived its right to enforce that provision.

A waiver must be expressly agreed by the party giving the waiver and will apply only to the specific circumstances for which it is given, unless expressly stated otherwise.

If an unexpected problem or exceptional circumstance occurs during a booking, including during collection, loading, transit, unloading or delivery, VanManoo, the Customer and/or the Driver may agree a reasonable solution appropriate to the circumstances.

This may include, where appropriate, agreeing to waive or reduce a particular charge, waiting time, cancellation fee, additional cost or other contractual requirement relating to that specific booking.

Any waiver or agreement made under this clause will apply only to the specific booking and circumstances for which it was agreed. It will not constitute a permanent waiver of any provision of these Terms or prevent the relevant party from enforcing that provision in the future.

Nothing in this clause excludes, restricts or limits any liability or legal right that cannot lawfully be excluded, restricted or limited under applicable law. Nothing in this clause requires a Customer or Driver to waive any statutory right or protection that cannot legally be waived.

15. No Authority to Bind VanManoo

Customers and Drivers must not represent that they are employees, agents, representatives, partners or authorised representatives of VanManoo unless VanManoo has expressly authorised such status in writing.

Drivers have no authority to enter contracts, make promises, provide warranties or incur liabilities on behalf of VanManoo.

Similarly, VanManoo does not authorise Customers or Drivers to represent that VanManoo is responsible for the Transport Service where VanManoo has not expressly agreed to provide that service.

16. Compliance With Law

Customers and Drivers must comply with all laws and regulations applicable to their use of the Platform and performance of their respective obligations.

This may include applicable requirements concerning taxation, VAT, road traffic, vehicle use, insurance, consumer protection, health and safety, data protection, equality, criminal law and licensing.

Where a legal requirement applies specifically to a Customer or Driver, that person remains responsible for complying with it.

VanManoo will comply with legal obligations applicable to its own business and Platform operations.

"VanManoo", the VanManoo logo, branding, graphics and other distinctive brand elements are trademarks or proprietary assets of VanManoo or its licensors.

Nothing contained on the VanManoo platform grants any licence or right to use any trademark, logo, trade name or branding without prior written permission. Any unauthorised use, reproduction, imitation or misuse of VanManoo's trademarks, branding or other protected intellectual property is strictly prohibited and may result in legal action.

If the VanManoo name or logo becomes a registered trademark, all applicable registered-trademark rights shall apply in addition to the protections set out in this notice.