Booking Terms & Conditions

These terms apply to every move we carry out. They set out how your booking works, what you can expect from us, and what we need from you. When you accept your quote and pay your deposit, you agree to these terms, so please read them, and ask us anything that is not clear before you book.

1. About us and these terms

1.1 Your booking is with Han With A Van Limited, a company registered in England and Wales (company number 17358832) whose registered office is at 43-45 High Road, Bushey Heath, England, WD23 1EE (“we”, “us”, “our”, “Han With A Van”). “You” means the customer named on the quote.

1.2 These terms apply to your quote, your booking and your move, and together with your quote they form the agreement between us. Accepting your quote, or paying your deposit, means you accept these terms.

1.3 Our movers are self-employed independent contractors whom we engage and coordinate. Your booking and your contract are with Han With A Van Limited, and we arrange your move on these terms.

1.4 Han With A Van is a women- and queer-friendly removals service. We are here to make one of the most stressful days a calm and well looked-after one.

2. Your quote and what it includes

2.1 We quote a flat fee for your move, based on the information you give us: the items and furniture involved, access at both addresses, and the distance to be travelled. Your fee is made up of a service fee for the time and labour, the van and its equipment, and, for moves of more than 20 miles between the starting and ending addresses, travel and fuel.

2.2 Where your move requires it, the London Congestion Charge, tolls and any similar charges are included as set out in your quote.

2.3 Your quote is valid for 30 days from its date, unless we state otherwise. Prices may change after that, or if the details of your move change (see clause 4).

2.4 Your quote is based on the information you provide. It is your responsibility to describe your move accurately and in full, including any large, heavy, awkward or high-value items, and the access at both ends. If the actual move differs materially from what you told us, the fee and timing may change.

2.5 We provide a domestic removals service: house, flat and room moves, and small moves for sole traders and small businesses where the work is comparable to a house move, such as a studio, a workshop or a market stall. We do not carry out office moves or corporate relocations, moves to or from commercial office premises, moves that require a crew working across multiple floors, or any move that requires specialist lifting equipment. If we believe your move falls outside what we offer, we will tell you as soon as we can and will not quote for it.

2.6 For larger or more complex moves we may recommend a site survey before we quote. Any survey is a separate service, separately priced, and agreed with you in writing before it takes place. The survey fee is payable on completion of the visit, whether or not we go on to carry out your move.

3. Booking, deposit and payment

3.1 To secure your moving date, we require a deposit of 50% of the quoted fee. Your date is held for you once we have received your deposit, and not before.

3.2 The remaining balance, together with any additional charges agreed with us, is due on the same day as your move is completed, on receipt of our invoice, by the payment method shown on that invoice.

3.3 All payments are made to Han With A Van Limited directly. Our movers do not collect deposits or payments, and you should not pay the mover directly for the move. If you wish to tip your mover, you are welcome to give that to them directly.

3.4 If any sum is not paid when due, we may charge interest on the overdue amount at 4% per year above the Bank of England base rate, and we may decline to take further bookings from you until payment is made.

3.5 Deposits are non-refundable where you cancel or reschedule with less than 14 days’ notice (see clause 12).

4. Changes to your move and additional charges

4.1 A few extra bags or boxes are completely normal and are no problem at no extra charge. This clause is about significant additional volume, furniture or work that was not described when you booked.

4.2 If there is significantly more to move than you described, large furniture that was not disclosed, or access is materially different from what you told us, additional time and charges may apply. We will discuss and agree any additional fee with you. Our movers will refer any such matter back to us and will not agree extra charges with you on the day.

4.3 If additional items, delays or access problems on your side mean your move cannot be completed within the timeframe quoted, we may need to agree an additional visit and fee with you, or rebook the remaining work.

4.4 Any change to your booking must be agreed with our office, not with the mover directly.

5. Access, parking and permits

5.1 You are responsible for ensuring safe and lawful access at both addresses. This includes parking suitable for a large van as close to the door as possible, any parking permit or bay suspension required, booking any lift where one is needed, and making sure keys and entry are available at the agreed time.

5.2 You are responsible for arranging and paying for any parking permits or bay suspensions, and for any parking fine or charge incurred because lawful parking you were responsible for arranging was not available.

5.3 If access is not available at the agreed start time, for example keys are not ready, no one is present, or access is blocked, any resulting waiting time and delay may incur additional charges and may affect our ability to complete your move within the agreed window.

6. On the day, and how we work

6.1 We work “done with you, not done for you”. Our movers work alongside you, and large or heavy items are moved together with you and any helpers you have. If there is no one to help your mover on the day, whether that is you or someone else, tell us and we will quote for two movers.

6.2 You, or someone you authorise, must be present throughout your move to direct the work, confirm what is being taken, and carry out a final check that nothing has been left behind or taken in error. The final check is your responsibility.

6.3 Our movers use packing blankets, straps and equipment to protect and secure your belongings, and take great care throughout.

6.4 Whether anyone else present on moving day helps with your move is their own decision. We will never ask or expect someone who is not your mover to lift or carry anything, and we are not able to make that decision on another adult's behalf, in either direction.

7. Preparing for your move

7.1 Unless you have booked a packing service, please have everything boxed, sealed and ready to go before we arrive. Loose or unpacked items take longer to move and may affect your timing and fee.

7.2 Please prepare appliances in advance, for example defrosting freezers and draining washing machines, and dismantle flat-pack furniture where needed, unless we have agreed otherwise.

7.3 Please tell us in advance about anything especially heavy, awkward, fragile or of high value, so we can plan and protect it properly.

8. Items we cannot move, and items you should carry yourself

8.1 We cannot carry hazardous, illegal, perishable or dangerous goods, including but not limited to gas bottles, fuels, oils, chemicals, paints, fireworks, or anything similar.

8.2 Please transport high-value and irreplaceable items yourself. This includes jewellery, cash, bank cards, passports, personal documents, keys and medication. We do not accept these into our care.

8.3 Plants and pets are covered by clause 13.

9. Your belongings, insurance and risk

9.1 We hold goods in transit insurance that covers accidental loss of or damage to belongings while they are in our care during your move, up to a total of £10,000 for the contents of the van at any one time. This cover is subject to an excess, and to the conditions and exclusions set out below and in the policy itself.

9.2 The £10,000 limit applies to the whole contents of the van at any one time, and not separately to each customer. A larger or higher-value move may exceed it, and anything above the limit is moved at your own risk. If your belongings are worth more than £10,000, please tell us in advance and arrange your own insurance for the difference.

9.3 Every claim under this cover carries an excess of £500. The excess is the first part of any claim that the insurer does not pay, so loss or damage worth £500 or less is not covered in practice.

9.4 The following are not covered by our goods in transit insurance: (a) televisions, computers, and audio and video equipment; and (b) jewellery, watches, furs, precious metals and stones, money, bank cards, securities, documents, and wines, spirits and tobacco. We are happy to move the items in (a), but only at your own risk, and we recommend you transport them yourself or insure them separately. We do not accept the items in (b) into our care at all, so please carry these yourself (see clause 8.2).

9.5 Our cover, and our responsibility, also do not extend to loss of or damage to: (a) items you packed, wrapped or prepared yourself, or damage arising from inadequate or defective packaging; (b) pre-existing damage, wear and tear, or any inherent weakness, defect or fragility in an item; (c) mechanical, electrical or electronic items that stop working where there is no external sign of damage; (d) theft from the van unless it was left fully closed and securely locked; (e) loss or damage arising from access constraints that you were responsible for; and (f) any move, or part of a move, outside the United Kingdom, the Channel Islands and the Isle of Man.

9.6 Our movers hold public liability insurance with cover of at least £1,000,000.

9.7 If your belongings are lost or damaged during your move, any claim is dealt with as set out in clause 15. Nothing in this clause 9 affects the limit on our overall liability in clause 10.

10. Our liability

10.1 Nothing in these terms limits or excludes our liability for death or personal injury caused by our negligence, for fraud or fraudulent misrepresentation, or for anything else that cannot lawfully be limited or excluded.

10.2 Subject to clause 10.1, our total liability to you arising out of or in connection with any booking, whether in contract, tort (including negligence) or otherwise, is limited to the total fees paid by you for that move.

10.3 Subject to clause 10.1, we are not liable for any indirect or consequential loss, loss of profit, loss of opportunity, or any loss arising from delay, including any loss connected with a chain of moves, completion dates or onward arrangements.

10.4 We are not liable for any failure or delay in performing our obligations caused by events beyond our reasonable control, including traffic, weather, road closures, vehicle breakdown, or the acts or omissions of third parties. Where such an event occurs, we will contact you as soon as we can and work with you to reach an alternative arrangement.

11. Delays and circumstances beyond our control

11.1 Moving days are affected by traffic, weather, access and other factors, and any timings we give are estimates rather than guarantees.

11.2 If we are unable to attend or complete your move because of events beyond our reasonable control, we will contact you as soon as possible and arrange a new date, and your deposit will carry over to that date. We are not liable for any loss arising from such a delay.

12. Cancellations, rescheduling and refunds

12.1 You may cancel or reschedule your move free of charge by giving us 14 days’ notice or more. In that case your deposit will be refunded to you, or moved to your new date, as you prefer.

12.2 If you cancel or reschedule with less than 14 days’ notice, your 50% deposit is non-refundable. This reflects the fact that we will have held your date and turned away other work.

12.3 We understand that genuine emergencies happen. If something extraordinary and unavoidable affects your move, tell us as soon as you can and we will deal with it reasonably and case by case.

12.4 In the rare event that we have to cancel your move, we will give you as much notice as we can and will either refund your deposit in full or rebook your move, whichever you prefer. A full refund of your deposit is the limit of our liability where we cancel.

13. Pets, passengers and plants

13.1 Most of our movers are happy for you and your pets to travel in the van, and whether they do is at your mover’s discretion. It can depend on the animal, the length of the journey, and whether your mover has allergies. Please tell us about any pets and any passengers in advance.

13.2 Carrying passengers is at your mover’s discretion in the same way, and is usually fine. Where your mover is not able to carry you, your passengers or your pets, we will tell you in advance so that you can make your own arrangements. Passengers and pets travel at your own risk.

13.3 We are happy to move plants. As with all belongings, they travel at your own risk.

14. Our people, and everyone’s safety

14.1 Our movers are self-employed contractors who are vetted by us and who uphold our standards. We are a genuine safe space for women and queer people, and we hold that standard on every job.

14.2 Please treat our movers with respect. We do not tolerate inappropriate, abusive or unsafe behaviour towards them, and we reserve the right to pause or end a move where a mover’s safety or comfort is at risk, without refund.

14.3 If an address is in a genuinely unsafe or unsanitary condition that was not disclosed, the mover may pause or decline the work and refer the matter back to us.

15. Loss, damage and claims

15.1 Please check your belongings on delivery. If anything is lost or damaged during your move, please report it to Han With A Van in writing as soon as possible, and in any event within 7 days of your move. Prompt notification is a condition of our insurance, so we may be unable to meet a claim reported after this period.

15.2 Please give us written details of the loss or damage together with clear before and after photographs. The date and time metadata on your photographs must show that the “before” photograph was taken ahead of your move, and the “after” photograph was taken on the day of your move itself. Without this, we may be unable to accept your claim.

15.3 Please keep the item and do not dispose of, repair or alter it before we have had a fair opportunity to inspect it or to arrange an inspection, as doing so may affect the claim.

15.4 We will coordinate the claim with the mover and, where applicable, with our goods in transit insurers, and we will keep you updated. Any payment is subject to the terms, excesses and limits of the policy and to clauses 9 and 10.

16. Privacy, photographs and data protection

16.1 To arrange and carry out your move, we handle personal information such as your name, addresses, contact details and details of your belongings. We do so in accordance with UK data protection law and our privacy policy, and we use it only to provide your move.

16.2 We and our movers will not photograph your home or belongings, or post anything about your move on social media, without your clear permission.

17. General

17.1 If any part of these terms is found to be invalid or unenforceable, the rest of them continue to apply.

17.2 We may update these terms from time to time. The version in force when you book applies to your move.

17.3 These terms, together with your quote, are the whole agreement between us about your move.

17.4 These terms are governed by the law of England and Wales, and the courts of England and Wales have exclusive jurisdiction over any dispute arising from them.

Thank you for booking with Han With A Van. We cannot wait to help you into your new chapter, and to make moving day feel calm, safe and properly looked after.