VanOne is a trademark of VOGB Ltd, registered and used in the United Kingdom

Terms and Conditions VOGB Ltd. © 4th of June 2021

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).

  1. Interpretation.
  2. Quotations.
  3. Help from the driver with loading and unloading.
  4. How has coronavirus changed our Terms and Conditions?
  5. Work excluded from our quotations.
  6. Excluded Property.
  7. Customer’s responsibility.
  8. Overloaded Vehicles.
  9. Ownership of the goods.
  10. Refund Policy.
  11. Payment of Service Charges.
  12. Insurance and Liability.
  13. Claims.
  14. Delays in transit.
  15. Storage.
  16. Disputes.
  17. Subcontracting the work.
  18. Whole agreement.
  19. Jurisdiction.

1. Interpretation

Any reference in these conditions to;

  • “We” or “us” or “our” or “VanOne” is a reference to the Contractor.
  • “You” or “Your” or “Assured” is a reference to the Customer.
  • “Goods” means the items being removed and/or stored.
  • “Consignment” means all Property sent at one time in more than one package in one load to the same destination.
  • “Policy” means the policy provided by the underwriter of VOGB Ltd or their subcontractors and any endorsement attached or issued.
  • “Property” or “Subject Matter” are the insured goods belonging to You or for which You are responsible relating to transportation, except for any property specifically excluded by this Policy.
  • “Vehicle” or “Vehicles” are 3.5 tonne vans and other motor vehicles, articulated vehicles, trailers and semi-trailers.

2. Quotations

Quotations include,

  • A Customs Declaration in the country of departure
  • A Customs Clearance in the destination country
  • A Transit Guarantee T1
  • A Transit Accompanying Document ( TAD )
  • A Helpful Driver
  • Fuel for the entire journey
  • Ferry fares
  • All road toll charges
  • Goods in Transit Insurance up to £10275

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:

  • Our costs increase as a result of currency fluctuations or changes in taxation or freight charges beyond our control.
  • Access to the collection or delivery point is inadequate or the approach is unsuitable for our vehicles (the distance between our vehicle and the door to the building exceeds 20 metres or 66 feet)
  • Any parking, parking contraventions or other fees or charges that we have to incur and pay in order to carry out the services You require.

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.

3. Help from the driver with loading and unloading.

You can, at the time of placing Your order at 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.

  • The charge for help with loading.

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

  • The charge for help with unloading.

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.

  • Payment for help of the driver.

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.

4. How has coronavirus changed our Terms and Conditions?

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.

5. Work excluded from our quotations.

Unless previously agreed in writing we will not:

  • Provide more than one driver to help with loading and unloading
  • Dismantle fixtures or fittings
  • Disconnect or reconnect appliances, fittings or equipment
  • Remove or lay fitted floor coverings
  • Take down or re-hang curtains, blinds or other window coverings
  • Move night storage heaters unless they are dismantled
  • Move or store any items excluded under paragraph 6
  • Move any item or items which our driver reasonably believes that they cannot move safely or the removal of which may damage the item(s) in question or its surroundings.

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.

6. Excluded Property

The following items are specifically excluded from this contract and will not be removed:

  • Plants including potted plants (since Brexit these are considered as a biological hazard).
  • Food items including fresh and canned vegetables, meat and fish.
  • Refrigerated or frozen food or drink.
  • Any animals and their cages or tanks including pets, birds or fish.
  • Jewellery, watches, trinkets, precious stones, money, deeds, securities, stamps, coins, or goods or collections of a similar kind.
  • Potentially dangerous, damaging or explosive items.
  • Goods likely to encourage vermin or other pests or to cause infection.
  • Cars, boats and caravans.
  • Furs, perfumery, food items or any kind of perishable goods.
  • Goods which don’t fit into the space designated for Your items in the vehicle.

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.

7. Customer’s responsibility

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:

For moves out of the UK

  • A UK certificate of residence or other evidence that You’ve lived in the UK for at least 12 months (e.g. 12 months of council tax bill or bank statements showing address).
  • A certificate from the local council in the destination country to certify residency.
  • A detailed packing list with the value, size and weight of each listed item. Please fill in all fields provided in VanOne Insurance Form.
    A self-certificate (please use this template) to inform the customs authorities that You’ve used the household objects for more than six months and that You won’t sell, rent or pledge them after receiving them in Your new place.
  • A signed authorisation for the customs clearance agent in the country of destination to act as Your direct representative (will be provided to you at least one day before collection).
  • A copy of ID card or Passport.

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.

For moves into the UK

  • ToR relief reference number.
  • A detailed packing list with the value, size and weight of each listed item. Please fill in all fields provided in VanOne Insurance Form.
  • A picture of Your passport photo page.
  • Scanned proof of Your UK address, such as a utility bill – if You do not have a UK address, You’ll need to provide a statement from the person You’ll be living with and scanned proof of their address.
  • A self-certificate (please use this template) to inform HMRC that You’ve used the household objects for more than six months and that You won’t sell, rent or pledge them after receiving them in Your new place.

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:

  • To sign on Your behalf, all import and export customs declarations.
  • To perform all acts relating to it.
  • To present Your documents and goods to customs checks.
  • To execute on Your behalf temporary admission (if applicable).
  • To settle on You behalf the import duty and VAT and excise taxes.
  • To accept any reimbursement and retrieve all certificates on Your behalf

Customs Clearance Guarantees

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.

8. Overloaded Vehicles

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.

9. Ownership of the goods

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.

10. Refund Policy

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:

  • More than seven days before the collection day – the amount of refund will be equal to the 50% of the amount You’ve paid as a booking deposit.
  • Less than seven days before the collection day – the amount of refund will be equal to 20% of the amount You’ve paid as a booking deposit.
  • If you don’t notify us about the cancellation and won’t hand over the goods to us on the day of collection, we will retain 100% of the booking deposit.

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.

11. Payment of Service Charges

When booking Your service at 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.

12. Insurance and Liability

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.

What is covered?

This insurance covers all risks of loss of or damage to the Subject Matter insured except as provided in exclusions.

  • Theft or attempted theft from any vehicle with signs of forced entry to the vehicle.
  • Subject Matter missing from the consignment but only if it’s checked at the time of unloading, by You and the driver, against the supplied by You completed Insurance Form.
  • Destruction or damage of the Subject Matter packed in bubble wrap and double walled cardboard boxes.
  • Destruction or damage of the Subject Matter due to our negligence.
  • The expense of transferring the Subject Matter to any other vehicle following the vehicle breakdown or collision and re-securing the Subject Matter where there is dangerous movement of the load in transit.

Exclusions – the Policy does not cover

  • Subject Matter missing from the consignment reported to us after the vehicle has departed from the place of unloading.
  • We will not pay for loss or damage to Property during loading, unloading of the vehicle.
  • Expenses for which You are responsible in the event of service delay or the lack of service.
  • We will not pay for loss or damage to packing materials, sheets, ropes, chains which belong to You.
  • The Policy does not cover any loss or damage to property directly or indirectly caused by loss damage or expense caused by insufficiency or unsuitability of packing, or preparation of the Subject Matter insured.

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.

13. Claims

Any claims must be sent to VOGB Ltd. via the online claims form available at 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.

14. Delays in transit

The arrival and departure times are an estimate only and can at times be affected by unforeseen circumstances.

15. Storage

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 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.

16. Disputes

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.

17. Subcontracting the work

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.

18. Whole agreement

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.

19. Jurisdiction

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

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