Booking information
Understand your booking, payments and responsibilities.
These terms and conditions explain the rights, obligations and responsibilities of the parties to this Agreement. Where we use the word ‘you’ or ‘your’, it means the customer. ‘We’, ‘us’ or ‘our’ means Find My Man and Van (FMMV). The version accepted when you make your Booking applies to that Booking. FMMV may update these terms from time to time for future bookings. Your attention is particularly drawn to section 13 and section 14, which deal with damage, claims and liability.
"FMMV", "we", "us", "our" means Find My Man and Van.
"Driver" means the independent contractor who accepts and performs the move.
"Booking" means the move arranged through the FMMV platform.
"Reservation Fee" means the fee paid to FMMV at booking to secure Driver allocation and remove availability for the selected Move Time.
"Normal Reservation Payment" means the amount that would be payable to FMMV under the standard booking payment option for the same Booking, as shown before payment.
"Advance Payment" means the full move price paid to FMMV before the Move where that option is offered.
"FMMV Booking and Allocation Service" means FMMV’s booking administration, Driver search, Driver acceptance and allocation, diary reservation, coordination and written confirmation services.
"Capped FMMV Retained Amount" means the lower of the Normal Reservation Payment and £100.
"Driver Service Start" means the verified point at which the physical Driver service starts. The scheduled Move Time passing does not by itself establish that the service started.
"Held Driver Amount" means the part of an Advance Payment intended for the Driver, held pending completion, customer sign-off and any required review.
"Dispute Event" means a genuine customer complaint, refund request, cancellation issue, payment failure, fraud concern, chargeback or chargeback risk, insurance or damage claim, evidence of non-performance or serious service failure, payout hold, administrative escalation or another material issue reasonably requiring investigation before Driver funds are released.
"Move Time" means the scheduled date and time of the booking.
"Balance" means any remaining payment due directly to the Driver where the Reservation Fee payment option was selected.
"Prohibited Items" means items listed in section 11 of these Terms.
FMMV operates a booking and allocation platform connecting Customers with independent Drivers.
Booking prices are calculated through the platform using the Booking information, applicable Driver profile rates and platform pricing rules. FMMV administers booking, allocation, payment options and confirmation.
The Driver performs and is responsible for the physical transport and removal service as an independent contractor.
Drivers are independent businesses and are not employees, workers, agents or partners of FMMV. A Driver has no authority to bind FMMV, enter into contracts on behalf of FMMV or make guarantees or admissions for FMMV.
The Reservation Fee is paid to FMMV for booking and allocation services.
The Balance is payable directly to the Driver unless otherwise specified at checkout.
Drivers must maintain the licences, permissions and insurance legally required for the work they accept, including valid goods-in-transit insurance.
FMMV is not the carrier of goods and does not take custody or possession of Customer property.
A Booking is made when you complete checkout, choose an available payment option, make the required payment and accept these Terms.
A Booking becomes confirmed when a Driver accepts, is allocated and FMMV confirms the Booking to you.
If you cancel an Advance Payment Booking before confirmation, or if FMMV cannot confirm a Driver, FMMV will refund the full remaining Advance Payment.
The payment options available for a Booking are displayed before checkout. Depending on availability and rollout status, the Customer may be offered:
An Advance Payment includes the amount payable for FMMV’s booking and allocation service and the amount attributable to the Driver’s physical move service. The amounts applicable to your Booking are shown before payment and on your receipt.
Choosing Advance Payment does not increase the amount FMMV may retain following a pre-start customer cancellation compared with the normal booking payment option.
The Held Driver Amount is not paid to the Driver merely because payment has been received or a Driver has been allocated. It remains held pending completion, customer sign-off and any required dispute or administrative review.
At the end of an Advance Payment Booking, the Customer will normally be asked to confirm completion electronically. Sign-off is evidence of completion and enables a clean Driver payout to progress promptly.
If the Customer does not provide sign-off, FMMV may continue requesting it. Failure to respond does not indefinitely prevent release. When 30 days have elapsed from the date on which completion sign-off first became available, the Held Driver Amount becomes eligible for long-stop release and may be released without Customer sign-off provided no Dispute Event exists.
A Dispute Event pauses or prevents release while it is reasonably investigated. Long-stop release does not mean that the Customer signed off the Booking and does not prevent a later lawful refund, payment reversal, chargeback or recovery where the relevant contractual conditions are met.
Once confirmed:
The 48-hour deadline is calculated precisely to the hour of the scheduled Move Time.
After this deadline, the Reservation Fee becomes non-transferable and non-refundable.
For an Advance Payment customer cancellation after confirmation but before Driver Service Start, FMMV may retain only the Capped FMMV Retained Amount and will refund the rest. If the Normal Reservation Payment exceeds £100, the amount above £100 forms part of the refund.
You may cancel by making a clear statement to FMMV. Call 0333 123 0240 for immediate help.
Any Driver cancellation charge must be lawful and evidenced and must not exceed the reasonable direct loss caused by cancellation. The Driver must take reasonable steps to reduce that loss and allow for costs saved and replacement income. The remaining Balance is a maximum, not an automatic charge regardless of loss. The Driver must explain the calculation on request and must not recover the same loss twice.
The Driver is responsible for invoicing and collecting any lawful cancellation Balance directly from you, including any lawful recovery action at their own cost and risk. FMMV does not guarantee, advance or make good an unpaid Customer Balance and is not obliged to collect it for the Driver. Any administrative help FMMV chooses to provide does not transfer that responsibility. You may dispute the amount and retain all applicable consumer rights.
This direct-collection rule does not authorise a Driver to collect an Advance Payment or any amount already paid to FMMV again. It does not change the Advance Payment refund policy below, delay a refund payable by FMMV, or exclude any obligation or liability FMMV cannot lawfully exclude.
Instead of cancelling an eligible Booking, you may request one transfer to a different Move Time, subject to availability, if the request is received at least 48 hours before the booked Move Time. For an Advance Payment Booking, the Advance Payment remains attached to the transferred Booking and no second FMMV retained amount is charged.
Release of Driver contact details does not by itself make a full Advance Payment non-refundable.
If Driver Service Start has occurred, the amount refundable depends on the service actually supplied and any pre-agreed, unavoidable external costs. Any amount retained must be lawful, proportionate and evidenced.
Where a Driver reasonably refuses or stops work because of an unsafe environment, a prohibited or unlawful load, or material Customer misrepresentation, the Booking will be reviewed under these Terms rather than automatically being treated as a Driver cancellation.
These refund timing rules apply to all refunds payable by FMMV, including refundable Reservation Fees, Advance Payments, full or partial cancellation refunds, overpayments and agreed price reductions. They do not change the refund entitlement or any lawful retention set out above.
We will make refunds without undue delay. For cancellation because no Driver is available, we will process the refund within 3 working days after the applicable start date, starting with the next working day. For other refunds, and as an overriding maximum in all cases, we will give the refund no later than the end of 14 calendar days beginning with that start date, counting the start date as day 1. Any earlier deadline required by law applies. A shorter processing date confirmed to you remains binding and is not extended by a later policy change.
Working days are Monday to Friday, excluding bank holidays in England and Wales. Calendar days include weekends and bank holidays. The no-Driver deadline never extends the 14-calendar-day maximum. We will assess any disputed entitlement promptly, explain any evidence reasonably needed and keep you informed. Internal approval, Finance review, waiting for a Driver to reimburse FMMV or manual PayPal processing does not restart or extend a refund deadline that has begun. We will not delay an undisputed refund while a separate amount is reviewed.
We will use the same payment method you used unless you expressly agree otherwise, and will not charge a fee for making the refund. Any agreed alternative must be lawful. We will not require you to accept a voucher or credit instead of a refund that is due.
Stripe refunds are submitted through Stripe; PayPal refunds may be processed manually through PayPal. We will confirm submission and provide a refund reference where available. Your bank or payment provider may take additional time to display the credit; this does not extend our refund obligations or your statutory rights. Contact us if the refund has not appeared by the stated deadline so we can trace it.
Where you paid a Balance directly to a Driver, that payment was received by the Driver rather than FMMV. We can help you raise a refund request with the Driver, whose applicable legal refund obligations remain unaffected.
Cancellation, a pending refund, a customer problem or a payment-provider dispute blocks release of unreleased Driver funds until the applicable review is complete.
Arrival times are estimates only.
Traffic, weather and operational factors may affect arrival times.
Delay does not automatically entitle cancellation or refund.
If the Driver is required to wait due to Customer delay, waiting time may be charged at the applicable hourly rate displayed at checkout.
Waiting time may apply where access is not available, keys are not ready, items are not prepared, or the Customer is not present at the agreed Move Time.
You must ensure lawful parking and safe access.
Additional charges may apply for long carries, multiple flights of stairs, or restricted access.
You must provide accurate information regarding items, access and requirements.
You must ensure premises are safe, hygienic and free from hazards including infestation, bodily fluids, dangerous substances or unsafe structures.
You are responsible for packing unless otherwise agreed in writing.
If you or any person present is intoxicated, aggressive or poses a safety risk, the Driver may withdraw from the move.
If the environment is unsafe or access is not possible, the move may be treated as cancelled or reviewed under the applicable cancellation rules.
A normal FMMV removal Booking is not sold as a regulated waste-clearance or waste-carriage service. If a Booking includes delivery of your property to a recycling centre, household waste site, rubbish tip or waste transfer site, all site and Customer-side arrangements remain your responsibility.
You must check before the Move Time that the site accepts the type and quantity of material, that the size and type of vehicle booked (including any commercial-style Transit or Luton van) is permitted, and that any required appointment, permit, vehicle registration, identification, residency or payment requirement has been satisfied.
You must not ask a Driver to carry waste unlawfully. Where the proposed load requires a waste-carrier registration, environmental permit or other legal authority, the Driver may refuse that part of the Booking unless the necessary legal requirements are satisfied.
The Driver is not required to wait while arrangements are made. If the site refuses entry, the booked vehicle is not permitted, the load cannot lawfully be carried or the required arrangements have not been made, the Driver may be unable to attend or complete that part of the Booking.
Once the Booking has been confirmed, the standard cancellation and amendment terms apply. The Reservation Fee is non-refundable where a standard confirmed Booking cannot proceed because the Customer has not made the required recycling-centre, household waste site or rubbish-tip arrangements. Advance Payment refunds remain subject to the Advance Payment cancellation rules in section 5.
The quoted price covers listed items and allocated time.
Additional items, inaccurate item declarations, extended waiting time, long carries, multiple flights of stairs or restricted access may result in additional charges.
External route costs, including parking, tolls, congestion or clean-air charges and ferry fares, are not included in the quoted or booked price.
Where a ferry is required, the Customer is responsible for the van and Driver ferry fares for every crossing required to complete the Move, including the Driver's return crossing. This normally means both ferry legs. The route, ticket arrangements and expected cost must be confirmed before the Booking is finalised unless expressly agreed otherwise in writing.
Additional charges are payable to the Driver unless otherwise specified.
The following items must not be included in the move:
The Driver may refuse to carry Prohibited Items.
The Driver may refuse unsafe, incorrectly declared, hazardous or excessive loads.
If material information regarding items, weight, access or hazards is inaccurate or withheld, the Driver may apply additional charges or refuse the move.
Where a move cannot proceed due to material misrepresentation, the Reservation Fee remains non-refundable.
Any damage must be reported in writing within 24 hours of the Move Time.
Claims relating to goods are handled in accordance with the Driver’s goods-in-transit insurance terms.
Customers must declare any individual item with a value exceeding £250 prior to booking.
Liability for any individual item shall not exceed £250 unless otherwise agreed in writing.
No liability is accepted for:
Nothing in these Terms excludes or limits liability for death or personal injury caused by negligence, fraud or fraudulent misrepresentation, or any liability that cannot legally be excluded or limited.
Nothing in these Terms limits or affects your statutory rights as a consumer.
FMMV provides the booking and allocation service and is not the carrier of your goods. Subject to applicable consumer law, responsibility for the physical transport service, including insured goods-in-transit claims, rests with the Driver performing that service.
Subject to the protections above, FMMV’s total liability arising from a Booking is limited to the Reservation Fee paid to FMMV for that Booking, to the extent that limitation is lawful and reasonable.
FMMV is not liable for indirect or consequential loss, including loss of profit, revenue or business interruption, except where that liability cannot lawfully be excluded.
We reserve the right to challenge unjustified chargebacks.
Fraudulent or abusive payment disputes may result in account suspension and recovery action.
The Driver is responsible for collecting any lawful unpaid Balance directly from the Customer at their own cost and risk, including a cancellation Balance under section 5. FMMV may choose to provide administrative assistance but is not obliged to collect, advance, guarantee or make good that Balance. A Driver may claim recovery costs from the Customer only where legally recoverable; this clause does not itself create a right to charge them. Consumer rights, disputed amounts and the prohibition on duplicate collection remain unaffected.
The Driver may suspend completion of the move until outstanding Balance is paid.
Neither FMMV nor the Driver is liable for delays caused by events beyond reasonable control.
Force majeure does not automatically entitle a refund of the Reservation Fee.
Complaints must be raised promptly.
We process personal data in accordance with our Privacy Policy and applicable UK data-protection law.
Information reasonably required to perform a Booking, including your name, telephone number, collection and delivery addresses, access details and relevant Booking messages, may be provided to the allocated Driver and authorised service providers.
Drivers are contractually required to use Customer information only for legitimate Booking, safety, legal, payment or claim purposes, to keep it secure and not to use it for unrelated marketing or to bypass the FMMV booking service.
If we become aware of a material personal-data incident affecting a Booking, it will be handled in accordance with applicable data-protection requirements.
Contracts for transport of goods on a specific date are exempt from the 14-day cooling-off period under Regulation 28(1)(h) of the Consumer Contracts Regulations 2013.
Nothing in these Terms removes or restricts statutory rights. Where applicable law requires a different refund outcome, that law takes priority.
These Terms constitute the entire agreement between the parties.
The version accepted at booking applies to that Booking.
We may update these Terms from time to time for future bookings.
Failure to enforce any provision shall not constitute a waiver of that provision.
No third party has rights under these Terms.
We may assign our rights and obligations under these Terms.
These Terms are governed by the laws of England and Wales.