These conditions set out the terms of the contract between VOGB Ltd, the Removal Contractor (“the Contractor”) and You (“the Customer”) and explain Your rights, obligations and responsibilities and those of the Contractor (Terms and Conditions VanOne).
Any reference in these conditions to;
Quotations do not include any customs duties, customs guarantees, levies, fees or taxes payable to government or other statutory bodies. All such fees or guarantees (if any) will be payable by You in addition to the quoted price.
We reserve the right to amend the quote or make additional charges if any of the following have not been taken into account when preparing the quotation:
In all of these circumstances You will be responsible for paying the extra charges.
Upon receiving Your deposit payment and a full set of documentation for Your move, we will email You a confirmation which will constitute a guarantee for the service requested. We guarantee that any bookings for a full capacity of 15 cubic metre vehicle will be honoured to the date required. However, bookings of 10 cubic metres or less require You to have all the goods subject to removal ready for collection at least 72 hours before the date of collection selected by You at the time of booking the service. For further details regarding this click here.
You can, at the time of placing Your order at https://www.vanone.co.uk/ request the driver to help You with loading and unloading Your items, in such case You will be charged £10 for 30 minutes of driver’s work. The charge is calculated automatically in 30 minutes intervals. If selected, this service is applicable at the loading and unloading locations.
The driver’s help is defined in this contract as assisting You in carrying the items subject to transportation from the Property to the vehicle and from the vehicle to the Property. You are responsible for this process, including the loss of or damage to Property.
Commences at the time when the driver takes the photograph of an empty loading compartment of the vehicle.
Ends at the time when the driver takes the photograph of the loaded compartment of the vehicle
Commences when the driver takes the photograph of a loaded vehicle before the goods are removed from it.
Ends when the driver takes the photograph of an empty compartment of the vehicle shortly after all the goods are removed from it.
You are required to pay for help from the driver by card, online, immediately after the process is completed. The sales invoice for this service and the link to the online payment facility will be sent to You by email immediately after the driver takes the last photograph.
During the Coronavirus outbreak in Europe, we are continuing to accept bookings as normal. We however, reserve the right to postpone services destined to the coronavirus affected areas. Each confirmed booking will be assessed for risks on the day of collection on an individual basis. We rely on foreign travel advice from the British Government to make the decisions whether going to a particular country in Europe is safe for our drivers. Should there be advice against travel, You will be requested to postpone the date of our service. You can change the date of collection of the removal service at any time at VanOne Customer Portal.
Unless previously agreed in writing we will not:
While the total capacity of our standard van is 20 cubic metres, we only allow You to use up to 15 cubic metres in the van. This is because if we load the van to its full loading capacity, it is very likely that all the goods loaded into the van will exceed the 1200kg weight limit.
The following items are specifically excluded from this contract and will not be removed:
The designated space is equal to the size option earlier selected by You during the online booking.
If You submit such goods without our knowledge, we will not be liable for any loss or damage except when death or injury is caused by our negligence or that of our employees or agents. You will therefore indemnify us against any charges, expenses, damages or penalties claimed against us by third parties. In addition we shall be entitled to dispose of (without notice) any such goods which are listed under paragraph 6.
It is Your sole responsibility to establish the total volume and weight of all of the goods You would like to move and select a suitable size option for Your removal and book the service.
Declare to us the correct value of the Goods. On completion of Your booking, You will receive a link to an online, “Insurance Form” (Goods in Transit Insurance), which You will be required to complete. The Insurance Form will also be used as a packing list for customs declarations. The stated value of Your Property in the Insurance Form will serve as a reference for the customs clearance officer to determine the value of a potential guarantee, should such guarantee be required. See the Exceptional Customs Clearance Guarantees section below for more information.
Obtain at Your expense, all documents necessary for the removal to be completed including but not limited to:
If the EU, UK, Swiss or Norwegian customs authorities are not satisfied with the paperwork You have provided, You will be required to rectify the issue.
All documents for Your move must be uploaded in the required electronic format to VanOne Customer Portal no later than five days before collection.
Be present Yourself, or appoint a representative at the departure and destination points, to ensure that nothing is removed or left in error or is left in the wrong room.
Prepare adequately and stabilise all appliances before it’s removal. The electronic and fragile miscellaneous goods must be wrapped in bubble wrap and packed into double walled cardboard boxes. You must pad furniture and large goods (over ⅛ of a cubic metre in volume) with soft removal blankets and wrap them with plastic cling film at least five layers per side.
To give our partners in the EU (customs agents) and us a consent to represent You when dealing with the customs administration under the terms of Article 18 of the Union Customs Code (EU regulation n° 952/2013) including:
Should the customs agent in the destination country grant You a temporary admission instead of a definitive import clearance, we must guarantee potential import duties and VAT to the local tax office, before we can unload the vehicle. The amount of the guarantee, up to 40% of Your Property’s value, will be invoiced to You and paid no later than 4 hours from receiving our request. Once You receive a definitive clearance for Your consignment (within maximum three months as from the temporary admission date), we are going to refund the guarantee minus 2.5% card processing fee. A temporary admission is usually granted by the customs agent when the documentation provided by You is incomplete or if you are not entitled to exemption from import duties and VAT.
We are required by the European law when transporting goods across the EU, UK, Switzerland and Norway not to exceed the van’s total weight 3500kg (this includes the weight of the van itself AND the goods being transported by the van). Should the driver at the time of loading believe the allowed weight limit has been reached, he / she will request You to stop loading more items into the van.
You may disagree with the driver and choose to load more items into the van. Should this be the case You will indemnify us against any charges, expenses, damages or penalties claimed against us by third parties and we will not be liable for any loss or damage to Your items.
If the van at the point of the vehicle weight check is found to have exceeded the allowed weight limit we will transfer the excess weight to another vehicle and charge You for the use of another vehicle according to the rates charged by VOGB Ltd at the time for a given route. You will be presented with a printout showing the weight of the vehicle.
By entering into this contract You confirm to us that the Goods are Your own property; or that You have the authority of the owner of the property to make this contract in respect of the Goods.
The Goods are in Your possession for a minimum of six months, (calculated from the date on which the personal property is loaded onto our vehicle).
The Goods are brought into Your new place of residence within the period of 12 months from the actual date of establishment of the place of residence.
You will be responsible to pay for any claim for taxes, duties or damages against either of the above if this proves to be untrue.
If You cancel this contract either because You are unable to provide documentation for Your move or because You’ve changed Your mind and decide not to move, we are going to charge You the order processing fee, and the amount will depend on the notice You provide us with:
For every order cancellation processed, we refund the full amount of remaining balance paid.
Cancellations and refunds, if needed, must be requested online at VanOne Customer Portal. We don’t accept cancellation requests over the telephone.
You can re-book Your goods’ collection for another agreed date free of charge only if You notify us more than seven days before the collection date initially selected by You.
The ‘agreed removal date’ is considered to be 00:01 am on the date arranged between Yourself and VanOne for Your move.
When booking Your service at https://www.vanone.co.uk You are required to pay a fraction of the total value of the service as a booking deposit by card. Payments are accepted in Pound Sterling only.
The booking deposit payments must be made at the time of booking. We accept online card payments using Stripe Europe. You are required to pay the remaining balance no later than on the day of loading before the vehicle is loaded. The remaining balance payments are accepted at VanOne Customer Portal. We accept Visa, Mastercard and American Express, Maestro and JCB cards. Cash and Cheques are not accepted.
We reserve the right to postpone loading / unloading should the remaining balance due for the agreed service is not paid. A VAT sales receipt for Your full payment will be sent to You as an email attachment no later than 24 hours after the service completion.
All consignments of personal effects will be insured under the Goods in Transit Policy belonging to VOGB Ltd or their subcontractors. Your selection of the third party insurance offered via VanOne website should not infringe Your right to claim under the Policy described in this section.
VOGB Ltd. in consideration of the payment of the service fee (booking deposit and the remaining balance) shall insure Your consignment against loss, destruction, damage or liability occurring at any time during the period of transit subject to the exclusions, provisions and conditions of the Policy. The Policy should be read as a contract, and the Insurance Form (packing list) made by You is the basis of the contract. The maximum We will pay under this Policy including any extensions for Any one event shall be £10.275.
Cover commences when the Property is loaded and continues until arrival at destination.
Cover includes temporary housing in the course of transit on the means of conveyance. It does not include temporary housing of Property unloaded from a vehicle at any premises owned or rented by You. Cover includes incoming supplies and Property consigned to You from addresses within the territorial limits of the European Union, UK, Switzerland, Norway, Liechtenstein, Gibraltar, Andorra, Vatican City, Monaco including sea crossings.
If owing to circumstances beyond Your control either the contract of carriage is terminated at a customs office, port or place other than the destination named therein or the transit is otherwise terminated before delivery of the goods, then this insurance shall also terminate.
This insurance covers all risks of loss of or damage to the Subject Matter insured except as provided in exclusions.
In no case shall this insurance cover loss damage or expense caused by Brexit, pandemic, war, revolution, rebellion, riots, insurrection, strikes or lockdowns caused by any terrorist or any person acting from a political motive.
The Policy does not cover any loss or damage to Property directly or indirectly caused by delay, wilful misconduct of the Assured, loss damage or expense attributable to wilful misconduct of the Assured, ordinary leakage, ordinary loss in weight or volume, or ordinary wear and tear of the Subject Matter insured.
In no case shall this insurance cover loss, damage or expense arising from insolvency of VOGB Ltd or operators of the vehicle.
Any indirect or consequential loss, natural deterioration, the deterioration of Property
conveyed in frozen, chilled or insulated condition due to: faulty stowage, incorrect setting or operation of the equipment, variations in temperature, unless directly caused by fire,
accident (but not breakdown) to the conveying vehicle is not covered.
We shall not be liable for damage to premises caused by the driver carrying Your items for removal without Your assistance.
Any damages to premises must be reported to us while the driver is still present at the loading or unloading locations.
Any claims must be sent to VOGB Ltd. via the online claims form available at https://www.vanone.co.uk/contact no later than seven days of the occurrence.
In order to recover under this insurance You must have an insurable interest in the Subject Matter insured at the time of the loss and accept the Excess of £481 for which You are responsible as the first part of each claim or incident under this Policy.
In the event of claim You shall provide the Underwriters with evidence of the value of the Subject Matter. The acceptable forms of evidence are sales receipts and links to online ads promoting sales of products similar to the Subject Matter.
The arrival and departure times are an estimate only and can at times be affected by unforeseen circumstances.
If there are delays in getting the van unloaded, we will make an additional charge for waiting time calculated on £40 per hour per vehicle. VOGB Ltd does not offer storage services. We use storage; however, in the event of the following circumstance:
Suppose You cannot meet the vehicle’s driver carrying Your goods at the unloading address after 12 hours of their arrival. In that case, we will take all of Your belongings to a commercial storage facility chosen by us. You will be charged for a journey to the storage facility according to the rate quoted at https://www.vanone.co.uk/ on the day. You will also be charged for the labour required to unload and reload the vehicle £50 per hour and the storage rate.
If there is a dispute arising from this agreement which cannot be resolved, either Yourself or VOGB Ltd may refer the matter to the Ombudsman or the European Union’s Online Dispute Resolution.
We may choose to sub-contract some or all of the work for which we have provided a quotation, without reference to You. If we sub-contract, the Terms and Conditions VOGB Ltd will still apply in full.
These Terms and Conditions VOGB Ltd, together with our quotation are intended to form the whole agreement between us and to prevail over any verbal discussions. Should we mutually agree to any variation of these Terms and Conditions, such variation should be confirmed in writing. Any variation however agreed, shall never invalidate the remainder of these terms and conditions.
This contract is subject to the laws of England and Wales. The insurance is subject to English law and practice
Newman Business Centre, 2 Newman Road, Bromley BR1 1RJ
Tel: + 44 330 113 7939
UK Registered Company no: 11742947