Support & FAQs

Yes, all companies registered with us are insured with Goods In Transit Insurance. The level of cover varies from driver to driver. It is crucial that you accurately assess the total value of the goods you wish to be transported. It is the customers responsibility to ensure that the value of goods to be transported is covered by the drivers Goods in Transit Insurance, please contact your driver to confirm this before work is undertaken.

Yes, we use Stripe and PayPal to securely process card payments; we store no card details.

A cancellation request must be made by calling us on 0333 123 0240 during office hours. Out of office hours please call 0333 123 0240 and leave a voicemail, we will respond as soon as we are able.

• If a booking has not been confirmed with a service provider : payment made is fully refundable
• If the booking date is in the past and the booking has been confirmed : payment made is non-refundable
• If a booking has been confirmed and the service provider contact details have been released : payment made is non-refundable, regardless of cancellation notice
• If a booking has been confirmed and the booking date is more than 2 days away : payment made is refundable minus a charge of £30
• If a booking has been confirmed and the booking date is within 2 days : payment made is non-refundable and the remaining balance due is to be paid to the confirmed service provider
• If a booking has been postponed : payment made is non-refundable, regardless of booking confirmation status or date

Reschedule or cancellation requests must be made by speaking to our customer service team directly by calling 0333 123 0240. Reschedule, postponement or cancellation requests will not be accepted by text, email or other communication formats.

Please refer to the cancellation terms and conditions for more information.

It may be possible to reschedule a booking placed with us. Bookings may be rescheduled once free of charge, additional reschedules will be subject to an administration charge of ££30 payable to Find My Man and Van before the rescheduling can be implemented. A reschedule request must be made by calling us on 0333 123 0240 during office hours 9:30am-5:30pm, 7 Days a Week, at least 2 full days before the booked service.

Amendments will take effect from the day of receipt if the allocated service provider can accommodate the amendment. If the service provider cannot accommodate an amendment, we shall endeavor to allocate and schedule an alternative. We cannot guarantee that an alternative service provider can be scheduled, as this depends on the availability of an alternative driver.

Any rescheduling request will incur a loss of your initial payment if the original booking is confirmed with an assigned service provider and a replacement cannot be found to meet the new schedule.

Reschedule requests must be confirmed directly with the booking placer by phone conversation (we need to confirm identity) and will not be accepted by email, text or other communication methods. If you are unable to get through please leave a message and we will call you back to confirm.

Please refer to the reschedule terms and conditions for more information.

This is possible for all move types, where seating is available.

During the quote process you can indicate you wish to do so. By selecting to do so you agree to ride in the van at your own risk, and accept that any liability for injury or loss rests with the service provider who accepts your booking and not with Find My Man and Van.

Quote prices do not include a passenger charge, a cost to cover fuel is applied. Your service provider will not charge extra should you ride in the van. It is the customers' responsibility to verify liability and insurance for passenger carriage, where applicable, with their service provider and that they are adequately covered before work begins.

A child can travel with an adult if there are enough seats, with the same provisos as an adult passenger. You would need to add this to the notes on the booking so the service provider is aware before they accept the job for insurance purposes.

Pets can ride in the front of the van with an adult passenger with a suitable restraint/carrier provided by you. This would need to be added into the items list so the companies are aware of it before they accept the booking. You would be responsible for paying for any cleaning costs resulting from the animal being in the van.

There is no additional charge for carrying the animal but there would be a charge for the person to travel in the van.

Please call us when making your booking so we can ensure everything is put into place for you.

Our quotes cover the cost of the work as specified by the customer to estimated loading and driving timescales. Additional costs may be incurred if (for example) the amount of goods to be transported is greater than specified by the customer, there is insufficient access (as detailed above), the loading and/or driving takes longer than estimated (due to weather, traffic, etc).

These examples do not cover the full catalog of possible additional charges, and you should consult your driver on the day if these, or any other, charges are incurred.

For our home and flat move services, we do not allow other customers items to be loaded with yours during the move; you will get an empty van which will transport only your items from pick-up to destination.

For multi-item services your items may be loaded alongside other customers' goods.

Your van is booked for the specified period of time to move the items you have listed. Your booking may be confirmed without a full item list, but you will be required to provide one before work can be undertaken.

Additional items may be moved subject to our terms and conditions

If the supplied inventory does not accurately reflect the items to be moved, your service provider reserves the right not to undertake transportation of any previously undeclared or misrepresented items. Should the service provider agree to transport such items, there will be additional charges, which must be paid upon completion of the work. Any such charges must be agreed upon with your service provider before the commencement of work.

You can call us on 0333 123 0240 to add items after you have placed the booking, we will then process this for you and update your move.

If there is space in the van (and available weight allowance for the load in the van), your driver may move additional items. There may be an additional charge (irrespective of time booked for the move) at your service providers' discretion. Any additional charge for extra items should be agreed with your service provider before work begins.

You may call us on 0333 123 0240 during office hours if there are any questions regarding this.

In the unlikely event your van is late you should contact your service provider in the first instance. Should they be unreachable, you may call us on 0333 123 0240 for assistance.

In the event of a driver being unable to attend a job, Find My Man will source a replacement or refund the Initial Payment made for the booking.

There is no need to worry, the service providers spend much of their day either on the road driving or loading vans, and it can be challenging for them to answer phones and text messages. We will be able to get through to them directly and ask them to call you or pass on messages.

We instruct all service providers to contact customers before their move takes place. If, for any reason, you are unable to contact your mover, please call us on 0333 123 0240 for assistance.

A second trip may be possible, with the following considerations:

• Prices are quoted for one van load moved from pickup to destination.
• Should the move require a second journey there will be an extra mileage charge for diesel per mile with a minimum cost of £10.
• If the second trip means that the booked job length is exceeded then the extra time will be payable at the stated overrun rate, per half-hour, for the booking in addition to any mileage charge.

Please be aware that a second journey may not be possible if the booked driver has other bookings following yours, and the extra time required would impact these.

You will be notified about any booking status changes by text message to the mobile phone number supplied when you book. Supplemental emails will also be sent to the email address provided.

You can check the status of your booking at anytime by viewing your booking receipt, as this is updated automatically. Text messages and emails are sent out from 08:00–21:00 to prevent disturbing customers and service providers during the night hours.

Once a man and van provider has confirmed the booking, fulfillment of the booking lies solely between you the customer and the driver allocated to the booking as stated in section 4 of our terms and conditions.

All drivers registered with us are self-employed contractors who operate their own vehicles and the contract for the bookings. By agreeing to these terms, you agree that the extent of any liability of Find My Man and Van for non-fulfilment of the contract is limited to the amount of the Initial Payment and that any additional liability lies with the confirmed man and van provider. We advise you to contact the driver to confirm details and raise any issues with us before work begins.

Any balance due to the service provider on the day should be paid in cash. Some companies are able to process card payments, but this needs to be arranged with the service provider before the job date, so they are prepared.

Yes, your service provider can provide you with a receipt if requested. Find My Man and Van will provide you with a receipt for the initial payment to ourselves; receipts for any money paid to your service provider must be obtained directly from them when payment is made.

Find My Man and Van cannot issue receipts for payments made to service providers as we have not been in receipt of those funds.

If you are a corporate customer, please contact us regarding invoiced bookings.

For domestic customers, we require initial payments for all bookings. The companies registered with us are in demand for multiple moves each day, and we need to ensure that your driver cannot be sent on another job after they have been scheduled.

It may be possible to make a detour during your journey depending on your drivers schedule for that day. Any extra time and mileage will be charged at the service providers rates, and be payable to the mover at the end of the job. You must discuss this with your service provider before the work begins.

All goods to be transported must be securely packed and ready to transport. Parking must be available within 10 meters of the loading/unloading point and must have suitable access for the size of the van booked. Adequate loading/unloading access must be provided as specified in our terms and conditions.

Charging for the move begins when your driver has arrived at the pickup address and is ready to begin work, charging ends once all goods have been unloaded at the destination.

Either the customer who placed the booking, or an agreed agent, will need to be present at pickup and destination during loading and unloading.

It is your responsibility to ensure that all items are loaded onto the van before leaving a premises, you must do an inventory check before your service provider leaves.

The stairs, lifts or doorways must be adequate for free movement of the goods without mechanical equipment or structural alteration. The approach, road or driveway must be suitable for the driver’s vehicle(s) and/or containers to load and/or unload within 10 meters of the doorway at the location for collection and/or delivery.

If these conditions are not met, the job may incur additional costs or be subject to cancellation by the driver with forfeiture of any initial payment paid. Please see our terms and conditions for more information.

The quotes are based on driving mileage, and we do not specify a route for the driver or take into account where they will park, likewise, their vehicle may or may not be exempt from government charges.

If there are additional costs due to parking, congestion zone charge, low emission zone charge, ferry, toll or other route charges, your driver will make you aware of these. They will be payable directly to the driver upon job completion.

It is the customers' responsibility to contact the relevant authorities to arrange suitable parking for the entirety of their booking.

In the event that any of your items are damaged in transit, it is the assigned service provider’s responsibility to compensate you for the agreed cost of the damage to your item(s), please contact them directly with details of your loss/damage.

All registered service providers have declared they have goods in transit insurance, and therefore shall be able to reimburse you for any damages.

No, we do not provide rubbish or waste removal services.

You may contact us through the details on our contact page.

Yes, we would advise you to allow enough time to collect the keys, as well as any potential delay within your booking time. Add this information to your booking notes, so your service provider is aware before they accept the booking.

We can arrange this with your service provider for you, you will need to allow enough time in the booking for this to be completed. This task would need to be added into the booking notes, so the service provider is aware of it.

Important: you will need to supply the tools required to complete any assembly/disassembly.

We can arrange this with your service provider for you. This would need to be added into the booking notes, so the movers are aware when they accept the booking. Give us a call, and we will arrange this with them for you.

We can arrange this with your service provider for you, you would need to allow enough time in the booking to complete this. This would need to be added into the item list, so the companies are aware of it before they accept the booking.

Yes, we can arrange this for you. Simply add this requirement to the booking items list, then give us a call. We will arrange this with your service provider for you, and they will be able to notify you of the cost.

As companies fill their slots in advance, we would always advise customers to book as soon as they can to secure their slot. We can arrange bookings unto 2 hours before the required time depending on availability.

We may record your phone calls for quality assurance, training, and business purposes.

For more information see our Privacy Policy.

If your keys are delayed your mvoing team will wait for you, with extra time charged at the service provider's rates.