Moving FAQs

Drivers registered on our platform are required to maintain valid goods-in-transit insurance.

Insurance coverage levels, excess amounts and policy conditions may vary between Drivers.

Customers are responsible for declaring the nature and value of items at the time of booking. Any individual item valued above £250 must be declared in advance.

Liability for damage or loss during transport is handled in accordance with the allocated Driver’s insurance policy and our Terms and Conditions.

Find My Man and Van provides booking and pricing administration services and is not the carrier of goods.

Yes. Reservation Fees are processed securely using established payment providers. Card details are not stored by Find My Man and Van.

All online payments are handled through secure, encrypted payment gateways in accordance with industry security standards.

The remaining balance for your move is payable directly to the allocated Driver on the day of the move, unless otherwise agreed in advance.

For more information about how we handle personal data, please see our Privacy Policy.

To amend, transfer or cancel your booking, please call us on 0333 123 0240 during office hours. If you call outside these hours, leave a voicemail and we will respond as soon as possible.

If your booking has not yet been confirmed with a Driver:

• • A standard Reservation Fee is refundable if the booking is cancelled before Driver confirmation.
• • For an Advance Payment booking, the full remaining payment is refundable before Driver confirmation.

Standard Reservation Fee + Balance bookings after Driver confirmation:

• • The Reservation Fee is non-refundable.
• • You may request one transfer to a new date, subject to availability, if you contact us at least 48 hours before the scheduled Move Time, calculated to the hour.
• • If you cancel more than 48 hours before the Move Time, no Balance is due to the Driver unless your Booking or a specific written agreement says otherwise.
• • If you cancel within 48 hours of the Move Time, or do not attend the Booking, the remaining Balance shown for the Booking remains due directly to the Driver, subject to applicable law and any adjustment expressly confirmed by FMMV.

Advance Payment bookings after Driver confirmation:

• • If you cancel before the physical Driver service starts, FMMV may retain the normal Reservation Payment for that Booking up to a maximum of £100 and will refund the rest to the original payment method.
• • The 48-hour deadline controls whether the one-transfer option remains available. It does not make the full Advance Payment non-refundable and it does not make the Held Driver Amount automatically payable to the Driver.
• • If Driver service has started, any refund depends on the service actually supplied and any pre-agreed, unavoidable external costs.

If FMMV or the allocated Driver cannot provide the booked service and you do not accept a replacement or transfer, the full remaining Advance Payment will be refunded.

If a booking cannot proceed because the premises or load are unsafe, the load is prohibited or unlawfully carried, or material booking information was inaccurate, the circumstances will be reviewed under the applicable Terms rather than automatically being treated as a Driver cancellation.

Please note that cancellation and transfer requests must be made by speaking directly with our customer service team at 0333 123 0240. We are unable to process these requests via text, email or other forms of communication.

Nothing in this summary affects your statutory rights. For full details, please refer to our Terms and Conditions.

You may request to change the date or time of your booking by calling us on 0333 123 0240 during office hours. If calling outside these hours, please leave a voicemail and we will return your call as soon as possible.

If your booking has not yet been confirmed:

• The Reservation Fee will be fully refunded if you choose to cancel.

If your booking has been confirmed with a Driver:

• The Reservation Fee is non-refundable.
• You may transfer the Reservation Fee once to a new date or time, subject to availability, provided you request the change at least 48 hours before the scheduled Move Time (calculated to the hour).

After the 48-hour deadline, the Reservation Fee becomes non-transferable and non-refundable.

All changes are subject to Driver availability. If the new requested time or date is not available, a new booking and Reservation Fee may be required.

Nothing in this summary affects your statutory rights. For full details, please refer to our Terms and Conditions.

Passenger travel may be available where it is selected as part of the booking and accepted by the allocated Driver in advance.

The Driver must have a suitable passenger seat and seatbelt, and passenger carriage must be permitted by their insurance. The Driver may decline passenger travel where seating, insurance, safety, hygiene or vehicle-capacity restrictions apply.

Please confirm the arrangement before the move. Do not assume that space in the load area means a passenger can travel there; passengers must only use an appropriate fitted seat.

Any passenger requirements must be included in the booking details so that the correct arrangements can be confirmed before work begins.

A child may travel in the van accompanied by an adult passenger, provided there are sufficient passenger seats available and the allocated Driver agrees in advance.

This request must be declared at the time of booking so that the Driver can confirm whether it is suitable and compliant with their vehicle capacity and insurance.

The Customer is responsible for ensuring that appropriate child seats are provided where legally required.

Find My Man and Van does not guarantee passenger transport and the Driver may decline passenger travel where capacity, safety or insurance limitations apply.

Pets are welcome to travel in the front of the van alongside an adult passenger, provided they are secured in a suitable restraint or carrier supplied by you. To help us arrange this properly, please include this information in your booking details so the moving team is fully informed.

While there is no charge for transporting your pet, a fee applies for the accompanying person who will be in the van during the move.

We recommend contacting us when you make your booking to confirm all necessary arrangements are in place to ensure a smooth experience for you and your pet.

Moving prices generally cover the work and estimated times provided when booking. However, additional charges might apply if the volume of goods exceeds the original details, if there are challenges with access, or if loading and driving take more time than expected due to factors like weather or traffic.

This list is not exhaustive. It is recommended to discuss any extra charges with your driver on the day of the move to understand any possible costs.

For full home or flat move bookings, the allocated Driver will typically carry only your items from collection to delivery as part of a dedicated service.

Where a smaller-item or single-item service is selected, the journey may be combined with other compatible bookings, depending on scheduling and routing.

All items are transported in accordance with your confirmed booking and the allocated Driver’s operational arrangements.

Find My Man and Van provides booking and pricing administration services. The allocated Driver carries out the transport service in accordance with your confirmed booking and our Terms and Conditions.

Your booking is based on the number of hours selected and the items declared at the time of booking.

You must provide an accurate and complete inventory of the items to be transported. This allows appropriate time and vehicle capacity to be allocated.

If additional or undeclared items are presented on the day of the move, the allocated Driver may refuse to transport them in accordance with our Terms and Conditions.

If additional items are accepted, any extra time required will be charged at the hourly rate displayed at checkout. Additional mileage will be charged at the applicable mileage rate shown at booking.

Find My Man and Van manages booking and pricing administration. The allocated Driver carries out the transport service in accordance with your confirmed booking.

If you need to add items after placing your booking, please call us on 0333 123 0240 as soon as possible.

Additional items may affect the total time required, vehicle size or overall move price. Where necessary, your booking will be updated to reflect any changes.

All amendments are subject to Driver availability and vehicle capacity. If additional items significantly change the scope of the move, revised pricing may apply.

If items are not declared in advance and cannot be safely accommodated on the day of the move, the Driver may refuse to transport them in accordance with our Terms and Conditions.

If you need to move additional items on the day of your booking, this may be possible depending on vehicle capacity, weight limits and the Driver’s schedule.

Any additional time required to load, transport or unload extra items will be charged at the hourly rate displayed at checkout. Additional mileage will be charged at the applicable mileage rate shown at booking.

All additional items and any associated charges must be agreed before proceeding.

If undeclared items cannot be safely accommodated, the Driver may refuse to transport them in accordance with our Terms and Conditions.

If you have any questions, please contact us on 0333 123 0240 during office hours.

If your allocated Driver is delayed on the day of your move, you should contact them directly for an update. If you are unable to reach the Driver, please call us on 0333 123 0240 for assistance.

Arrival times may be affected by traffic conditions, earlier job overruns or unforeseen operational issues.

If, in exceptional circumstances, a Driver is unable to attend your confirmed booking, we will use reasonable efforts to arrange a replacement Driver.

If a suitable replacement cannot be arranged, the Reservation Fee will be refunded.

Find My Man and Van provides booking and pricing administration services and is not the carrier of goods. Nothing in this section affects your statutory rights.

Allocated Drivers may be engaged in ongoing moves and may not always be able to respond immediately to calls or messages.

We ask Drivers to make reasonable efforts to contact Customers before the scheduled Move Time.

If you are unable to reach your allocated Driver, please contact our customer service team on 0333 123 0240 and we will assist in facilitating communication where possible.

Find My Man and Van provides booking and pricing administration services and is not the carrier of goods. Nothing in this section affects your statutory rights.

Bookings are based on transporting the items declared at the time of booking within the selected vehicle size and time allocation.

If additional van journeys are required due to volume, undeclared items or insufficient vehicle capacity, this is subject to availability.

Any additional time required will be charged at the hourly rate displayed at checkout. Additional mileage will be charged at the applicable mileage rate shown at booking.

If a second journey cannot be accommodated due to scheduling constraints, the allocated Driver may decline to carry out additional trips.

Find My Man and Van manages booking and pricing administration. The allocated Driver carries out the transport service in accordance with your confirmed booking.

We will send booking status updates to the mobile number and email address provided at the time of booking.

Notifications may include confirmation of Driver allocation, booking updates or other important information relating to your move.

You can also check the current status of your booking at any time by viewing your booking receipt, which is updated to reflect the latest information.

It is your responsibility to ensure that the contact details provided are accurate and accessible. We are not responsible for missed communications where incorrect contact details have been supplied.

To respect privacy and convenience, text messages and emails are generally sent between 8:00 AM and 9:00 PM.

Find My Man and Van provides booking and pricing administration services.

Once a booking has been confirmed, the transport service is carried out by the allocated self-employed Driver.

Drivers registered on our platform operate independently and use their own vehicles.

Find My Man and Van is not the carrier of goods. Liability relating to the performance of the transport service is handled in accordance with our Terms and Conditions and the allocated Driver’s insurance.

Find My Man and Van’s liability, where applicable, is limited to the Reservation Fee paid for booking and administration services.

Nothing in this section limits your statutory rights.

When you make a booking, a Reservation Fee is paid to secure driver allocation for your selected Move Time.

Any remaining balance is payable directly to your allocated Driver on the day of the move in accordance with your confirmed booking.

Payment methods may vary between Drivers. You should confirm the accepted payment method with your Driver in advance of the Move Time.

If you would prefer to settle the full balance in advance, please contact us before the move so we can advise on available options.

Failure to pay the remaining balance may result in suspension of completion of the move in accordance with our Terms and Conditions.

Find My Man and Van provides a receipt for payments processed directly through our booking platform. This includes a Reservation Fee and, where offered and selected, a full advance payment.

Your booking receipt identifies the payment option used, the amount processed by Find My Man and Van and any remaining balance.

If you selected the Reservation Fee option and pay the remaining balance directly to the allocated Driver, you should request a receipt from the Driver at the time of payment.

Find My Man and Van cannot issue a receipt for a payment made directly to a Driver because we do not process or handle that separate transaction.

If you are a corporate customer, please contact us to discuss invoiced booking arrangements.

For domestic customers, an online payment is required to place the Booking. The checkout screen shows the payment options currently available for your Booking.

You may be offered the Reservation Fee option, where you pay the Reservation Fee online and the remaining Balance directly to the allocated Driver after the move. Where enabled, you may instead choose to pay the full move price in advance.

A full Advance Payment includes the Reservation Fee portion. The Driver amount is held pending completion and customer sign-off. Bookings remain provisional until a Driver is allocated, and the applicable Reservation Fee and cancellation rules still apply.

If you need to make a detour or change the journey on the day of your move, this may be possible depending on the Driver’s schedule and availability.

Any additional time or mileage resulting from a change of route or additional stop will be charged at the hourly and mileage rates displayed at checkout.

All journey changes must be agreed before proceeding. Significant changes to the route or delivery location may require revised pricing.

Find My Man and Van manages pricing and booking administration. The allocated Driver carries out the transport service in accordance with your confirmed booking.

Before the allocated Driver arrives, all items should be securely packed (unless packing services were expressly agreed in advance) and ready for transport.

You must ensure safe and reasonable access to both pickup and delivery addresses, including suitable parking arrangements, clear routes, operational lifts where applicable, and safe stair access.

Any access restrictions, parking limitations, controlled entry systems, long carry distances or special handling requirements must be declared at the time of booking.

If items are not ready, access is restricted, or conditions differ from those declared at booking, additional waiting time or charges may apply at the hourly rate displayed at checkout.

If conditions make the move unsafe or impractical, the allocated Driver may decline to proceed in accordance with our Terms and Conditions.

Find My Man and Van manages booking and pricing administration. The allocated Driver carries out the transport service in accordance with your confirmed booking.

Charging begins when the allocated Driver arrives at the pickup address and is ready to start loading.

Charging continues until unloading has been completed at the destination address.

Waiting time, access delays, key delays, additional stops, or delays caused by items not being ready may extend the total time charged.

Any additional time required beyond the booked hours will be charged at the hourly rate displayed at checkout.

Find My Man and Van manages booking and pricing administration. The allocated Driver carries out the transport service in accordance with your confirmed booking.

The person who made the booking, or an authorised representative, should be present at both the pickup and delivery addresses during loading and unloading.

This ensures that access can be provided, instructions can be confirmed, and any questions about items or placement can be addressed at the time of the move.

You are responsible for ensuring that all items intended for transport are clearly identified and ready to load. It is recommended that you check the property before the allocated Driver departs to confirm that nothing has been left behind.

If no authorised person is present, delays may occur and waiting time may be charged at the hourly rate displayed at checkout.

If access cannot be provided or instructions cannot be confirmed, the allocated Driver may suspend or decline to proceed in accordance with our Terms and Conditions.

Safe and reasonable access must be available at both the pickup and delivery addresses to allow loading and unloading of items.

This includes suitable parking arrangements, safe stairways, operational lifts where applicable, adequate door and hallway clearance, and a clear route between the property and the vehicle.

Any access restrictions — including limited parking, long carry distances, controlled entry systems, stairs above ground level, or non-operational lifts — must be declared at the time of booking.

If access conditions differ from those declared, additional time may be required and will be charged at the hourly rate displayed at checkout. Additional mileage or waiting time charges may also apply where relevant.

If access conditions make the move unsafe or impractical, the allocated Driver may decline to proceed in accordance with our Terms and Conditions.

Find My Man and Van manages booking and pricing administration. The allocated Driver carries out the transport service in accordance with your confirmed booking.

The booked price is calculated from the journey mileage and the booking details supplied. It does not include route-specific external costs or parking arrangements, because these depend on the route used and the vehicle carrying out the move.

Additional costs may include parking fees, congestion or clean-air charges, low-emission or ultra-low-emission zone charges, toll roads, ferry fares and other route-related charges.

Where a ferry is required, the customer is responsible for the van and Driver ferry fares for every crossing needed to complete the move, including the Driver's return crossing. This normally means both ferry legs. The ferry route, ticket arrangements and expected cost must be confirmed before the booking is finalised.

Your Driver will make you aware of applicable external charges. These are payable in addition to the booked price and are normally paid directly to the Driver upon completion of the move, unless expressly agreed otherwise in writing.

Customers are responsible for arranging suitable parking at both the pickup and delivery addresses for the full duration of the booking.

Where required, you must obtain any necessary parking permits or permissions directly from the relevant local authority or property management.

If suitable parking is not available on arrival, waiting time may be charged at the hourly rate displayed at checkout while alternative arrangements are made.

Any parking fines, penalties or enforcement charges arising due to a lack of appropriate parking arrangements remain the responsibility of the Customer.

If parking restrictions or access limitations differ from those declared at booking, the allocated Driver may suspend or decline to proceed in accordance with our Terms and Conditions.

If any of your items are lost or damaged during transport, you should notify the allocated Driver as soon as reasonably possible.

Liability for loss or damage during transport is handled in accordance with the Driver’s goods-in-transit insurance policy and our Terms and Conditions.

Unless otherwise declared and agreed in advance, liability for any individual item is limited to £250 per item.

Customers are responsible for declaring the nature and value of items at the time of booking. Items not declared or incorrectly described may not be covered.

Unless packing services were expressly agreed in advance, Customers remain responsible for ensuring items were properly packed prior to transport.

Find My Man and Van provides booking and pricing administration services and is not the carrier of goods.

Find My Man and Van does not provide waste or rubbish removal services.

Bookings are for the transport of household or commercial items listed at the time of booking. Waste, rubbish, hazardous materials and items requiring specialist disposal must not be included.

If undeclared waste or rubbish is presented on the day of the move, the allocated Driver may refuse to transport it in accordance with our Terms and Conditions.

If you require licensed waste removal services, you should arrange this separately with an appropriate provider.

If you have any questions about your booking, pricing or move arrangements, you can contact our customer service team using the details provided on our contact page.

If you wish to amend, transfer or cancel a booking, you must call us directly on 0333 123 0240 during office hours. If calling outside office hours, please leave a voicemail and we will respond as soon as possible.

Please note that cancellation and transfer requests cannot be processed via text message, email or other forms of written communication.

If you need to collect keys from an estate agent or third party during your move, this must be declared at the time of booking.

You should allow sufficient time within your booking for key collection and any potential delays.

Waiting time or additional time required due to delays in key release will be charged at the hourly rate displayed at checkout.

If key collection involves an additional stop or change to the planned route, this must be agreed in advance and may result in additional mileage or time charges.

Find My Man and Van manages booking and pricing administration. The allocated Driver carries out the transport service in accordance with your confirmed booking.

A bed or wardrobe that fitted into your home may not leave it in one piece. Measure the furniture and access route before moving day, then decide whether you need dismantling, assembly at the new address, or both.

With Find My Man and Van, furniture dismantling can be booked at the primary pickup, subject to eligible provider availability. Assembly or reassembly at the primary drop-off is a separate extra. Loading help alone does not include either task.

Check the furniture and the route at both addresses

Measure the item as well as door openings, stair turns and any lift you plan to use. Check delivery access too: getting a wardrobe out of one property does not establish that it will fit into the next.

• List each item, its approximate size and the room it needs to reach.
• Describe stairs, tight corners, lift dimensions and carrying distances.
• Identify whether the manufacturer provides dismantling and assembly instructions.
• Flag damage, loose joints, missing fixings or previous repairs before booking.

Moving a bed: what to tell us

Explain the type of bed and which parts need taking apart. Include whether it has drawers, a storage mechanism or fittings that need particular instructions. Keep the mattress and other pieces on your inventory even if they do not need dismantling.

Do not give a fixed time allowance based only on the word “bed”. Share the item details and available instructions so the requested work and time can be discussed. If you want the bed assembled at the destination, select assembly separately.

Moving a wardrobe: check condition and construction

Tell us whether the wardrobe is freestanding or fitted, its dimensions, and whether you have the instructions. Declare mirrored or glass doors and any weak or damaged sections. Do not assume every wardrobe can be safely taken apart and rebuilt.

Fitted furniture, unusual construction and items with missing parts need discussion before booking. A standard dismantling selection does not establish that specialist joinery, wall fixing or alterations are included.

Who brings the tools and keeps the fixings?

Your driver brings standard tools. Agree any specialist tools before moving day, including who supplies them. Provide available manufacturer instructions and tell us about unusual fasteners or missing parts.

If you prepare any furniture yourself, keep its fixings together in clearly labelled bags. Explain which pieces are already dismantled and which work remains booked. Keep instructions with the item so they can be found at delivery.

Dismantling and assembly have separate booked time

Book each task in 30-minute blocks at the customer half-hour rate shown in your quote. This is elapsed team time, not per-person charging, and is separate from loading and unloading. Selecting an extra does not add a duplicate travel charge, and included service time must not be charged again.

Assembly-only bookings can include assembly as an extra with the move; they do not imply a standalone furniture assembly visit. These extras apply at the primary pickup and primary drop-off as described above, not at extra stops or on a separate day. They do not include unpacking.

Additional work, time and charges require agreement before starting and depend on availability. Read furniture dismantling and assembly pricing.

Before you confirm the booking

• Check that every furniture item and access requirement is listed.
• Confirm whether you selected dismantling, assembly or both.
• Review the separate time allowance for each extra and any tool arrangements.
• Check the service scope on your confirmation and contact support promptly if it changes.

Use furniture movers for a furniture load, or include all your belongings in a house removals quote. If boxes also need preparing, read how to book packing help.

Find My Man and Van does not provide storage services directly.

If your move involves delivering items to a storage facility or collecting items from storage, this must be clearly declared at the time of booking.

Any arrangements involving storage facilities are subject to the allocated Driver’s availability and must be included within the scope of your confirmed booking.

Find My Man and Van provides booking and pricing administration. The allocated Driver carries out the transport service in accordance with your confirmed booking.

If you require specialist or long-term storage services, you may need to arrange this separately with an appropriate provider.

Some moves need help before the first box reaches the van. If you want packing help with a man and van or house removal, select it as an optional extra when booking. It is subject to eligible provider availability for your journey and date, and covers agreed packing work at the primary pickup on moving day.

Loading help does not automatically include packing. Your confirmation should show the packing time you have selected, alongside the rest of your move.

Decide what you want help packing

Make a room-by-room list of the belongings that still need packing. You might prepare clothes and books yourself but need help with an agreed set of kitchen items. Describe the actual work rather than assuming that a request for “packing” covers the whole property.

• Identify the rooms and items included in the packing work.
• Flag fragile, valuable or unusually shaped belongings before booking.
• Say what you will pack yourself and what will remain unpacked when the provider arrives.
• Keep passports, medication, keys, essential documents and personal valuables separate so they do not get packed by mistake.

Who supplies boxes and packing materials?

You supply suitable boxes, tape and protective materials unless otherwise agreed in writing. Booking packing time does not automatically include materials or a delivery of supplies.

• Have strong boxes in suitable sizes, including smaller boxes for heavier contents.
• Provide packing tape, labels or markers, and protection appropriate for fragile items.
• Set aside a clear working space and keep access routes free.
• Discuss any unusual protection requirements before moving day instead of relying on spare materials being available.

For the full responsibility details, read who supplies packing materials.

How much packing time should you book?

Base the request on the items and tasks, not just the number of bedrooms. A room with books already boxed needs different work from a kitchen with every cupboard still full. If you are unsure, describe the load to our team before booking so the scope and available time can be discussed.

Packing is booked in 30-minute blocks at the customer half-hour rate shown in your quote. It is elapsed team time, not a separate charge per person, and is separate from loading and unloading. Selecting packing does not add a second journey or duplicate travel charge. No fixed packing duration is guaranteed by this guide.

Additional work, time and charges must be agreed before the work begins and depend on availability. Do not assume the team can stay longer on the day. See how packing help is priced.

What should be ready before the provider arrives?

Prepare the belongings outside the booked packing scope yourself. Have materials ready for the packing work you have selected, and show the provider which items are included. Label boxes you have already packed and identify anything that should stay with you.

If you have also booked furniture preparation, record that separately. Furniture dismantling and reassembly are different tasks with their own booked time.

Does packing help include unpacking or a visit the day before?

No. This option covers packing at the primary pickup on moving day. It does not include unpacking, separate-day packing or packing at extra stops. If your requirements fall outside that scope, speak to our team before making arrangements; do not assume those services can be supplied.

Book the help that matches your move

For a household move, explore house removals with optional packing help. For a smaller load, see man and van services. Enter your move details, select the available extras and review the service time and price before booking.

Bring suitable packing materials

You supply the boxes, tape and protective materials for your move, including when you book packing help, unless otherwise agreed in writing. Selecting packing time does not automatically add materials to the booking.

Have strong boxes of suitable sizes, packing tape, labels and protection for fragile items ready at the primary pickup. Explain unusual or fragile items in advance so the required protection and work can be discussed.

If different arrangements are needed

Agree who supplies the materials and any associated charges in writing before moving day. Do not rely on an on-the-day request. Optional packing help is subject to eligible provider availability and covers the primary pickup on moving day; unpacking and separate-day packing are not included.

Read packing help and service-time pricing, or plan your house removal.

We recommend arranging your booking as early as possible to help ensure Driver availability for your preferred Move Time.

Bookings are provisional until a Driver has been allocated. Confirmation depends on availability at the time of allocation.

In some cases, last-minute bookings may be accommodated, including requests made shortly before the required Move Time. However, this is subject to availability and cannot be guaranteed.

If a Driver cannot be allocated, any Reservation Fee paid will be refunded.

We may record telephone calls for quality assurance, staff training, dispute resolution and business administration purposes.

Call recordings are processed in accordance with our Privacy Policy and applicable data protection laws.

For further information about how we collect, use and retain personal data, please see our Privacy Policy.

If keys are delayed on the day of your move, waiting time may be required before unloading can begin.

Any waiting time will be charged at the hourly rate displayed at checkout.

Where delays significantly impact scheduling, the allocated Driver may need to adjust or limit waiting time in accordance with their existing commitments.

If extended delays make completion of the move impractical, the Driver may suspend or reschedule the move in accordance with our Terms and Conditions.

Find My Man and Van manages booking and pricing administration. The allocated Driver carries out the transport service in accordance with your confirmed booking.