Terms & Conditions

CityVan Terms & Conditions 1.0

1. Accurate Information

All quotations are based on the information provided at the time of booking. If the inventory, access details, number of items, floors, parking arrangements, vehicle access or any other information differs on the day of the move, we reserve the right to amend the quotation accordingly. Additional charges may apply where the information provided is inaccurate or incomplete.

2. Access

The customer is responsible for ensuring suitable and safe access is available at both the collection and delivery addresses. If access restrictions, inaccurate information or unforeseen circumstances result in additional time, labour or equipment being required, additional charges may apply.

3. Parking & Penalty Charge Notices (PCNs)

Whilst every effort will be made to find suitable legal parking at both the collection and delivery addresses, this is not always possible.

Any parking charges, permits, Penalty Charge Notices (PCNs) or other parking-related costs incurred whilst carrying out your move are the responsibility of the customer and will be added to the final invoice.

4. Congestion Charge, ULEZ & Tolls

Any Congestion Charge, ULEZ charges, tolls, ferry charges or similar road user charges incurred during your move are the responsibility of the customer unless specifically stated otherwise within your quotation.

5. Additional Time Charges

Any additional time required beyond that included within your quotation will be charged in 30-minute increments at the applicable hourly rate shown on your quotation for your selected vehicle and crew.

6. Waiting Time

Delays outside of our control, including waiting for keys, lift availability, building management, customers, parking issues or third parties, will be charged in 30-minute increments at the applicable hourly rate.

7. Additional Items

Items not included within your original quotation may be refused or moved subject to additional charges and available vehicle capacity.

8. Furniture, Glass & Fragile Items

Customers are responsible for ensuring that furniture, mirrors, glass, marble, stone, artwork and all other fragile items are adequately wrapped and protected prior to transport.

Whilst our team take every reasonable care when handling your belongings, any furniture or fragile item that has not been suitably protected is transported entirely at the customer’s own risk. We cannot accept liability for cosmetic damage, scratches, dents, chips, cracked glass, broken mirrors or other damage to items that have not been adequately protected unless such damage is directly caused by our negligence.

Televisions, mirrors, glass table tops, artwork and similar delicate items should be transported in their original manufacturer’s packaging or professionally wrapped using suitable protective materials.

CityVan can provide a professional wrapping and furniture protection service upon request. Additional charges may apply, and this service should be arranged before your moving day wherever possible.

It is the customer’s responsibility to thoroughly inspect any furniture or items purchased second-hand, including (but not limited to) items bought through Facebook Marketplace, Gumtree, eBay or similar online marketplaces before transportation.

CityVan cannot accept liability for:

• Pre-existing damage.
• Hidden defects.
• Loose joints.
• Weak frames.
• Poor previous repairs.
• Manufacturing defects.
• Damage resulting from normal handling where an item was already structurally compromised.

9. Customer Packed Boxes

Boxes packed by the customer should be securely packed using suitable moving boxes and appropriate packing materials.

Boxes should not be overloaded and should be capable of being safely lifted and transported.

We cannot accept liability for damage to the contents of boxes packed by the customer unless the damage is directly caused by our negligence.

10. Valuable Items

Customers must notify us before the move if transporting antiques, artwork, sculptures, pianos, musical instruments, safes, jewellery, collectibles or any item of exceptional value.

Additional protection, specialist handling or enhanced insurance may be required.

11. Furniture Assembly & Disassembly

Unless agreed in advance, quotations do not include dismantling or reassembly of furniture.

Additional charges may apply if these services are required on the day.

12. Customer Not Ready

If our crew arrives at the agreed time and the move cannot proceed because:

• The customer is not ready.
• Access cannot be gained.
• Keys are unavailable.
• Parking has not been arranged.
• Lifts are unavailable.
• Any other delay occurs outside of our control.

Waiting time will be charged at the applicable hourly rate.

If the move cannot proceed, the deposit will remain non-refundable and further charges may apply.

13. Deposits & Cancellations

A deposit is required to secure your booking.

If you cancel your booking with at least 48 hours’ notice before your scheduled collection time, your deposit will be refunded in full.

Cancellations made with less than 48 hours’ notice before the scheduled collection time will result in the deposit being non-refundable, as we are unlikely to be able to reallocate the reserved vehicle and crew at short notice.

If you wish to reschedule your booking, we will make every reasonable effort to accommodate your preferred date, subject to availability.

14. Payment

Unless otherwise agreed in writing, payment is due immediately upon completion of the move.

15. Severe Weather

In the event of severe weather conditions, we reserve the right to delay or reschedule a move where continuing would present a safety risk to our staff, customers or members of the public.

16. Abusive or Threatening Behaviour

CityVan operates a zero-tolerance policy towards abusive, threatening or aggressive behaviour.

If our staff are subjected to abuse, harassment, intimidation or behaviour that prevents them from carrying out their work safely, we reserve the right to suspend or terminate the move immediately.

Charges for work completed and any time incurred up to that point will remain payable.

17. Insurance

All moves are carried out subject to the terms and conditions of our Goods in Transit and Public Liability insurance policies.

The level of insurance cover included with your booking will be confirmed at the time of booking.

Where available, customers may choose to purchase enhanced insurance cover for higher-value items or increased levels of protection.

Customers are responsible for informing us before the move if any individual item is of exceptional value or requires specialist handling, as additional insurance or specialist transportation may be required.

Our liability is limited to the cover provided under the applicable insurance policy and does not extend to:

• Pre-existing damage.
• Hidden defects.
• Mechanical or electrical failures.
• Items packed inadequately by the customer.
• Damage to the contents of customer-packed boxes unless directly caused by our negligence.
• Furniture, glass or fragile items that have not been adequately wrapped or protected for transportation.
• Damage arising from normal handling of structurally weakened items.
• Loss or damage where enhanced insurance cover has not been purchased for high-value items.

18. Customer Responsibility for Property

Whilst every reasonable care will be taken when moving your belongings, the customer is responsible for ensuring that adequate access is available and that any vulnerable flooring, carpets, walls, doors, bannisters, lifts or fixtures have been suitably protected where necessary.

CityVan cannot accept responsibility for damage arising from:

• Restricted access.
• Inadequate protection.
• Pre-existing defects.
• Structural weaknesses.
• Circumstances beyond our reasonable control.

19. Unforeseen Circumstances

Whilst every reasonable effort will be made to arrive on time and complete your move as scheduled, CityVan cannot be held liable for delays or interruptions caused by circumstances beyond our reasonable control, including but not limited to:

• Traffic congestion.
• Road closures.
• Accidents.
• Vehicle breakdowns.
• Lift failures.
• Severe weather.
• Actions of third parties.
• Building management restrictions.
• Other unforeseen events.

20. Acceptance of Terms

By accepting a quotation and confirming a booking with CityVan, you acknowledge that you have read, understood and accepted these Terms & Conditions.

21. Vehicle Size & Capacity

Quotations are based on the customer selecting a vehicle that is suitable for the volume of items to be transported.

If the volume of goods exceeds the capacity of the vehicle booked, or if additional items are added after the quotation has been accepted, CityVan reserves the right to:

• Upgrade the booking to a larger vehicle (subject to availability).
• Charge for any additional vehicle(s) required.
• Charge for any additional time incurred.
• Complete the move over multiple trips where necessary, with additional charges applying.

22. Large & Oversized Items

The customer is responsible for ensuring that large or bulky items can be safely removed from the property and delivered into the destination property. Measurements should be checked before booking to ensure items will fit through doors, hallways, staircases, lifts and other access points.

If an item cannot be moved due to insufficient access or dimensions, CityVan cannot accept liability for any resulting delays, additional costs or the inability to complete the move.