Terms & Conditions

2. Quotations & Estimates

All quotations and estimates are based on the information provided by the customer at the time of enquiry.

Quotations may be reviewed, updated or revised if: move details change; inventory changes; operational conditions change; access conditions change; parking conditions change; scheduling changes; additional services are required; additional items are added; the actual move differs from the original quotation details.

Quotations may be provided as hourly quotations, fixed-price quotations or survey-based quotations.

Certain jobs may require video survey, physical survey or additional operational assessment before final quotation confirmation.

Unless otherwise confirmed in writing, quotations may not include: parking charges; congestion charges; toll charges; additional waiting time; additional access difficulties; long carry distances; specialist lifting equipment; additional dismantling/assembly services; out-of-hours work; weekend or public holiday work.

Additional operational charges may apply where operational conditions differ from the original quotation; access restrictions increase operational difficulty; parking arrangements are unavailable; delays occur outside the company’s reasonable control; additional labour, vehicles or operational time are required.

The company reserves the right to review or revise quotations, adjust operational pricing, request additional survey information, adjust scheduling, adjust crew or vehicle requirements where operationally necessary.

3. Survey Requirements

Certain move types may require video survey, physical survey or additional operational assessment.

Survey may be required for: 3+ bedroom removals; office removals; large inventory; difficult access; high-value items; unclear inventory; complex operational conditions.

Final quotation confirmation may only be issued after completion of the required survey process.

4. Services Not Included Unless Confirmed In Writing

Unless specifically confirmed in writing before the move date, the quotation does not automatically include: furniture dismantling or reassembly; appliance disconnection or reconnection; electrical or plumbing works; removal of fitted flooring or fixed installations; loft clearance where safe flooring, lighting or access are unavailable; handling of undeclared oversized, specialist or restricted items; dismantling of outdoor structures, garden equipment or fixed exterior items; specialist lifting equipment or crane operations; specialist packing services for fragile or high-value items.

If such services are requested additionally or identified during the move, the company reserves the right to apply additional operational charges, revise operational timing, or refuse unsafe or unsuitable work.

The company may also recommend that certain specialist works are carried out by appropriately qualified third-party contractors.

5. Customer Responsibilities

The customer is responsible for: providing accurate information; providing an accurate inventory; informing the company about difficult access conditions; informing the company about stairs or lift access; informing the company about parking restrictions; declaring oversized or heavy items; declaring dismantling requirements; declaring any special operational conditions.

The customer is also responsible for: providing access to the property; ensuring safe working conditions; arranging suitable parking where required; arranging permits or parking suspensions where necessary.

6. Additional Charges

Additional charges may apply where: the actual inventory differs from the original quotation; additional items are added on the move day; dismantling or assembly services are additionally required; packing services are additionally required; parking arrangements are unavailable or unsuitable; access conditions are more difficult than originally declared; additional floors or long carrying distances are involved; waiting time or operational delays occur; building management restrictions cause delays; lift availability differs from the original booking information; incomplete or inaccurate information was provided during the quotation process; additional labour, operational time or vehicle allocation becomes necessary.

Where operational delays occur due to circumstances within the Customer’s reasonable control, the Company reserves the right to apply reasonable additional operational charges for extended labour time, vehicle allocation, waiting time, staff overtime costs and additional operational scheduling impact.

Additional operational time may be charged at the applicable hourly operational rate confirmed within the quotation, booking confirmation or operational agreement.

Any additional operational charges will be explained to the customer, operationally justified, and based on the actual operational conditions and duration of the move or service.

7. Parking / Access / Congestion Charges

The customer is responsible for parking arrangements, parking permits, suspension requests, congestion charges, toll charges and access permissions.

Where agreed parking or access conditions are unavailable, waiting time, parking charges, operational delays and additional operational costs may be added to the final charge.

Parking fines caused directly by company negligence remain the responsibility of the company.

8. Goods Not Accepted

The company does not transport: illegal goods; dangerous goods; explosives; firearms; hazardous materials; drugs; prohibited items; live animals; perishable goods unless agreed in writing.

The company reserves the right to refuse transportation of any goods which are unsafe, prohibited, improperly declared or unsuitable for transport.

9. High Value / Fragile Items

High-value items must be declared before the move.

The company recommends that customers consider additional insurance; declare antiques, artwork, jewellery, designer furniture, specialist electronics and fragile items.

The company will not accept responsibility for undeclared high-value items.

10. Prohibited / Restricted Goods

The company may refuse transportation or storage of: dangerous goods; explosive goods; weapons; drugs; undeclared valuables; contaminated goods; pest-infested goods; animals; perishables; restricted import/export items.

Where prohibited or unsafe items are discovered during the move, the company reserves the right to stop the service, refuse transportation, require removal of such items, or apply additional operational charges where necessary.

11. Ownership of Goods & Authority to Move

By confirming the booking, the customer confirms that the goods submitted for removal, transport or storage belong to the customer; or the customer has full legal authority and permission from the owner of the goods to arrange the services.

The customer accepts full responsibility for any claims, disputes, damages, legal costs or liabilities arising from incorrect ownership information; lack of authority to move the goods; ownership disputes involving third parties; undeclared legal restrictions relating to the goods.

If responsibility for the booking or the goods is transferred to another party, the company must be informed in writing before the move takes place.

12. Inventory & Move Information

Any inventory list, item list, quotation summary or operational move information provided to the customer should be checked by the customer for accuracy.

Customers should notify the company as soon as reasonably possible if inventory details are incorrect; important items are missing from the quotation; additional items are added; operational conditions change before the move date.

The company may review or update the quotation where inventory or operational information changes before the move takes place.

13. Deposit & Booking Confirmation

A quotation is considered fully confirmed only after customer confirmation and deposit payment.

The deposit is 20% of the confirmed quotation value.

Before receiving the deposit payment, the company reserves the right to not reserve the move date; not reserve a crew; not reserve a vehicle.

After the deposit payment is received, the booking receives Confirmed Booking status.

14. Cancellation & Rescheduling

More than 48 hours before the move: cancellation, rescheduling or deposit transfer may be considered individually by the company.

Less than 48 hours before the move: deposit becomes non-refundable.

This is because of reserved crew; reserved vehicle; operational scheduling; blocked operational time; possible rejection of alternative bookings.

15. Hourly / Fixed Price Conditions

Hourly quotations are based on estimated operational time; final duration may vary; additional time is charged separately.

Fixed-price quotations are valid only where inventory and operational conditions are accurately declared.

If actual conditions differ from the original quotation details, the company reserves the right to review the quotation or apply additional operational charges.

16. Delays & Events Outside Company Control

The company is not responsible for delays caused by traffic; weather; road closures; parking restrictions; building management; lift failures; customer delays; force majeure; operational restrictions outside reasonable company control.

Estimated arrival times, delivery times and move durations are based on the operational information available at the time of booking and may vary due to circumstances outside the company’s reasonable control.

If completion of the move or delivery becomes temporarily impossible due to circumstances outside the company’s reasonable control, the company may reschedule delivery; arrange temporary storage if necessary; apply reasonable additional operational charges relating to waiting time, storage or re-delivery.

The company will make reasonable efforts to keep the customer informed regarding significant operational delays where possible.

17. Operational Route & Method

The company reserves the right to determine the operational method, vehicle allocation and reasonable route used to complete the booked service.

Operational decisions may be affected by traffic conditions; road restrictions; parking availability; access conditions; operational safety; vehicle suitability; scheduling requirements.

The company may adjust operational arrangements where reasonably necessary in order to complete the move or service safely and efficiently.

18. Payments

Accepted payment methods may include bank transfer; card payment; payment links; approved online payment systems.

Outstanding balances must be paid according to the agreed payment terms.

The company reserves the right to suspend services, refuse continuation of services, or refuse release of goods where outstanding balances remain unpaid.

19. Outstanding Payments & Retention of Goods

The company reserves the right to withhold delivery, release or further transportation of goods where outstanding balances, unpaid operational charges or unpaid agreed payments remain due.

Where additional storage, waiting time or operational costs arise as a result of unpaid balances or customer delays, reasonable additional charges may apply.

The company also reserves the right to recover reasonable operational, storage or legal costs arising from unpaid charges or failure to complete agreed payment obligations.

These Terms & Conditions shall continue to apply until all agreed operational charges and outstanding balances are fully settled.

20. Insurance & Responsibility for Goods

VanGo Removals LTD provides removals services using standard removals handling procedures and operational care appropriate for the type of booked service.

Customers must inform the company before the move about valuable items; fragile items; specialist items; unusually heavy items; items requiring special handling or protection.

Where necessary, the company may recommend additional insurance cover or specialist packing services.

The company may not accept responsibility for issues arising from incomplete or incorrect inventory information; customer-packed boxes or containers; undeclared fragile or high-value items; pre-existing defects or damage; mechanical or electrical faults unrelated to handling; unsuitable packing by the customer; unsafe or restricted access conditions.

For operational and claims purposes, sealed boxes, cartons or containers may be treated as single units unless contents are separately declared before the move.

The company reserves the right to refuse transportation or storage of goods that are unsafe, prohibited, improperly packed or unsuitable for normal removals handling.

Any liability relating to loss or damage will be assessed according to the agreed quotation conditions; declared inventory information; operational records; the circumstances of the move; applicable English law.

21. Property Damage & Access Conditions

During removals or related services, other contractors, tenants, property staff or third parties may sometimes be present at the property. In such situations it may not always be possible to determine responsibility for certain types of damage.

If damage is directly caused by proven company negligence during the move, the company’s responsibility may be limited to reasonable repair of the affected area only.

The company will not accept responsibility where the customer instructs the crew to move items against operational advice; access conditions create increased risk of damage; unsafe or restricted movement conditions exist; damage results from pre-existing structural or property conditions.

Any concerns relating to property damage should be reported as soon as reasonably possible after discovery and supported with relevant information or evidence where available.

22. Limitations of Liability

The company will not be responsible for loss, damage or delays caused by circumstances outside reasonable operational control, including traffic conditions; weather conditions; road restrictions; parking restrictions; building access problems; lift failures; operational delays caused by third parties; force majeure events.

The company may not accept responsibility for owner-packed boxes or containers; undeclared fragile items; undeclared high-value items; pre-existing damage or defects; mechanical or electrical faults unrelated to handling; deterioration caused by age, wear or weak furniture construction; perishable goods; unsuitable or unstable items.

Furniture made from particle board, flat-pack construction or aged materials may carry an increased risk of structural weakness during removals operations. The company will not accept responsibility for damage caused by pre-existing structural weakness or deterioration.

The company will not be responsible for delays, losses or additional costs arising from incorrect information provided by the customer; restricted access conditions; parking problems; customer delays; operational conditions outside reasonable company control.

Where services are provided for business or commercial purposes, the company will not accept liability for indirect or consequential losses such as business interruption; loss of revenue; loss of profit; operational downtime.

Nothing in these Terms & Conditions excludes liability where such exclusion is not permitted under applicable English law.

23. Claims Procedure

Any claim or operational issue must be reported as soon as reasonably possible, with supporting evidence/photos, through official company communication channels.

The company reserves the right to investigate claims, request evidence, request operational review or reject unsupported claims.

24. Time Limits For Claims

Any claim relating to loss; damage; missing items; delivery concerns; operational issues should be reported to the company within a reasonable time after completion of the move or service.

Customers are encouraged to inspect goods and property as soon as possible following delivery or completion of the service.

Where possible, visible concerns should be reported at the time of delivery or shortly afterwards.

The company may request photographs; supporting information; operational records; delivery confirmation details in order to assess and investigate any reported issue.

Late reporting may affect the company’s ability to properly review the circumstances relating to the move, delivery or service provided.

25. Reviews / Public Complaints / Operational Disputes

The company respects the right of customers to leave reviews, feedback and public comments relating to the services provided.

However, where the company reasonably believes that a review, complaint or public statement contains inaccurate information; omits important operational circumstances; relates to customer breach of agreed Terms & Conditions; relates to undeclared inventory, parking issues or access restrictions not disclosed during booking; does not accurately reflect the agreed operational conditions of the move or service — the company reserves the right to formally dispute, challenge or report the review or complaint to the relevant platform or authority.

The company may provide operational records, quotations, communication history, accepted Terms & Conditions or other relevant evidence in support of such review or dispute process.

26. Disputes

In the event of any dispute relating to the services provided, both parties agree to make reasonable efforts to resolve the matter through direct communication before taking further action.

The company may request operational records; communication history; photographs; quotations; booking confirmations; supporting evidence in order to review and assess the dispute fairly.

Nothing in these Terms & Conditions prevents either party from seeking legal remedies or commencing formal legal proceedings where necessary under applicable English law.

27. Subcontracted Services

The company reserves the right to use approved subcontractors, partner crews or third-party operational support where reasonably necessary for the completion of the booked services.

Where subcontracted services are used, these Terms & Conditions shall continue to apply to the services provided under the booking agreement.

28. Terms & Conditions Acceptance

Before quotation confirmation; deposit payment; booking confirmation — the customer must have access to a clickable Terms & Conditions link and confirm acceptance of the Terms & Conditions.

The quotation and booking workflow should include a visible Terms & Conditions link; checkbox confirmation before payment or booking confirmation; customer acceptance confirmation before completion of the booking process.

The system may record quotation reference; customer confirmation status; date and time of acceptance.

This workflow forms part of the operational booking record and may be used as evidence of accepted booking conditions, operational responsibilities and agreed Terms & Conditions.

29. Data Protection & Privacy

The company stores and processes customer information in accordance with UK GDPR; Privacy Policy; operational requirements.

Customer information may be used for quotation workflow; booking management; customer communication; payment processing; operational coordination.

30. Customer Contact Information

Customers are responsible for providing accurate and up-to-date contact information, including telephone number; email address; correspondence address where applicable.

The company should be informed as soon as possible if customer contact details change before completion of the booked services.

The company may use email; telephone; SMS; WhatsApp; written communication for operational notifications, booking updates and important service-related communication.

31. Website Usage

Website quotations are estimates; operational quotations; subject to operational confirmation.

The company reserves the right to refuse service; refuse booking; request survey; request additional operational review.

32. Applicable Law

These Terms & Conditions shall be governed by and interpreted in accordance with the laws of England and Wales.

Any dispute relating to the services provided by the company shall be subject to the jurisdiction of the English courts unless otherwise required by applicable law.

33. Version Control

Effective Date: May 11, 2026.

The Company reserves the right to update, amend or revise these Terms & Conditions where reasonably necessary.

Updated versions may be published on the Company website and become effective from the published effective date.