Frequently Asked Questions

Yes, all companies registered with us are insured with Goods In Transit Insurance. The level of cover varies from driver to driver. It is very important 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 and no card details are stored by us.

A cancellation request must be made by calling us on 0333 123 0240 during office hours Mon-Fri, 9:30am-5pm at least 2 full days before the booked service.

Any cancellation request received less than 2 full days before the date of the booked service will incur a charge. For advance payment/invoice bookings this charge will be 35% of the quoted total. For initial payment bookings the charge will be the amount of the initial payment.

Cancellations of bookings that have been confirmed with an assigned service provider will incur an administration fee of £30 from the payment made (up to the value of the payment if less than £30) if cancelled more than 2 full days before the booked service.

Cancellation requests must be made by the person named on the booking 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 cancellation terms and conditions for more information.

It may be possible to reschedule a booking placed with us. A reschedule request must be made by calling us on 0333 123 0240 during office hours Mon-Fri, 9:30am-5pm at least 2 full days before the booked service.

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

Any reschedule requests received less than 2 business days before the date and time of the booked service 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 except our Small Move service. 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, however a minimal 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 commences.

For our Small Move service the price is fixed and there are no additional costs possible. For other services 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 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 all services except our Small Moves 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 our Small Moves service you are allocated a space within the van and other items may be loaded along with yours.

For our Small Move service you have booked for the listed items to be moved, no additional items may be added. For all other services your van is booked for the period of time specified in which to move the items you have listed. You will need to provide a list of items before we can process your booking. Additional items may be moved subject to the terms below, under Can I add items to my list of Items to be Moved? and What if I want to add additional items to my move on the day?.

For our Small Move service you cannot add items without an additional charge. For our other services please call us on 0333 123 0240 during office hours Mon-Fri, 9:30am-5pm to add items to your move. If the additions will incur extra charges we will be able to advise you of them.

For our Small Move service you cannot add items on the day. For our other services 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 drivers discretion. Any additional charge for extra items should be agreed with your service provider before work commences. You may call us on 0333 123 0240 during office hours Mon-Fri, 9:30am-5pm if there are any questions regarding this.

In the unlikely event your van is late you should contact the driver. If the driver is unavailable or the van does not turn up please call us on 0333 123 0240. In the event of a driver being unable to attend a job, Find My Man will refund the Initial Payment made for the booking.

Please call us in this case. There is no need to worry, the drivers spend much of their day either on the road driving or loading vans and it can be difficult 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.

Prices are quoted for up to one van load moved from pickup to destination. Should the move require a second journey there will be an extra mileage charge for diesel at £1 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.

Primarily 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.

A booking placed through us is provisional subject to confirmation by your selected man and van provider with regards to availability. Should the selected provider not confirm to undertake the work, Find My Man and Van will endeavour to find a replacement provider. In the event of non-confirmation of the booking by the selected provider and no replacement provider being available your Initial Payment will be refunded and the booking cancelled.

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 commences.

Yes, your driver 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.

Find My Man and Van will always do their best to supply you with the service provider you have selected when booking. Due to the nature of the man and van industry it may sometimes be necessary (due to availability, breakdown and the like) to supply you with another service provider. Should this occur we will endeavour to find a replacement provider where possible, or refund your Initial Payment in full if we are unable to do so. Customer booking cancellation within 2 full days due to driver replacement will incur a charge of the initial payment paid. Should we substitute a driver your quoted price will still stand and the replacement driver will be registered with the site and adhere to the same standards as the original company.

If you are a corporate customer please contact us regarding invoiced bookings. For domestic customer we require initial payments for all bookings. The companies registered with us are in demand for multiple Jobs each day and we need to ensure that your driver cannot be sent on another job after they have been scheduled.

To prevent loss of business for our drivers due to short-term cancellations it is necessary for us to take payment for the job in advance.

With our Small Move service you cannot add additional stops after booking. For our other services 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 drivers rates and be payable to the driver at the end of the job, please discuss this with your driver before the work commences.

All goods to be transported must be securely packed and ready to transport. Parking must be available and adequate loading/unloading access must be provided as specified in our Terms and Conditions

With our Small Move service the charge is fixed for the items listed. For all other services charging for the job begins when your driver has parked and contacted you, charging ends once all goods have been unloaded at the destination.

Either yourself 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 movers leave.

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 of 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.

With our Small Move service there are no additional charges. For all other services 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 and they will be payable directly to the driver upon job completion.

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 assigned service providers will 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 our contact page, by email help@findmymanandvan.co.uk, or call us on 0333 123 0240 during office hours Mon-Fri, 9:30am-5pm