Man and Van Hire

Terms and Conditions

PLEASE READ THESE TERMS AND CONDITIONS CAREFULLY BEFORE REGISTERING TO USE THIS APP

Who We Are and How to Contact Us

This app is operated by Man and Van the App Limited (“We,” “Us,” or “Our”).

  1. Registered in England and Wales under company number 10993815.
  2. Registered office: Alex House, 260/8 Chapel Street, Salford, Manchester, M3 5JZ.
  3. Main trading address: c/o Dale Street Digital, 35 Dale Street, Manchester, M1 2HF.
  4. VAT number: GB316762692.

Contact us: support@manandvan.app | 0161 730 0530

Acceptance of Terms

By registering for or using our app, You confirm that You accept these terms and agree to comply with them. If You do not agree, You must not use our app.

We recommend that You print or save a copy of these terms for future reference.

Additional Applicable Terms

These terms also refer to the following additional policies, which apply to Your use of our app:

Basis of Contract

When you book a driver (“MAV”) through our app, a separate contract is formed between you and the MAV for the provision of services (“Services”).

We act only as an introducing agent and are not a party to the contract.

Your Responsibilities (Customers)

You agree to:

  • a. Provide accurate booking information (size, weight, collection, destination, access details).
  • b. Cooperate with the MAV and us during the provision of Services.
  • c. Provide reasonable access for collection and delivery.
  • d. Notify us on the day of service if anything does not go to plan.
  • e. Obtain any necessary consents before the Services.
  • f. Comply with all relevant laws, including health and safety.
  • g. Communicate with MAVs only through the app.
  • h. Act in good faith in resolving disputes.

Payment for Services

Charges for the Services will be agreed between You and the MAV via the app. Payments are processed through Stripe Inc. or its subsidiaries, which securely hold Your payment details. If there’s an issue with the Services, You must notify Us on the same day the job is completed. If We don’t hear from You by the end of the day, We’ll assume the Services were provided satisfactorily, and payment will be automatically released to the driver.

Dispute Resolution

  1. Issues must be reported within 14 days via support@manandvan.app or in-app chat, with evidence provided.
  2. We will acknowledge within 5 business days and aim to resolve within 14 days.
  3. If unresolved, disputes may go to mediation under the CEDR Model Mediation Procedure (remote mediation available). Costs are shared equally.
  4. If mediation fails within 30 days, disputes may be referred to the courts of England and Wales.

Cancellations (Customers)

  1. Once a booking is confirmed, customers are not entitled to a refund if they cancel the job.
  2. This rule prevents drivers and customers arranging off-platform deals that avoid commission.

Refunds are only provided if:

  1. The driver cancels or fails to attend.
  2. The driver is unable or unwilling to complete the agreed job.
  3. There is clear evidence of serious driver misconduct (unsafe behaviour, refusal to complete work).

If a cancellation occurs within 24 hours of the job for any other reason, the driver is entitled to full payment.

Any driver who encourages you to cancel and deal privately must be reported immediately. Such drivers will be permanently removed.

We reserve the right to review cancellation cases and make a final decision.

Cancellations (Drivers)

Drivers must not cancel a confirmed booking in order to bypass the app and accept direct payment from a customer.

This behaviour is treated as fraud and results in immediate, permanent removal from the platform, and may lead to legal action.

Drivers may only cancel in genuine emergencies (e.g. illness, vehicle breakdown). Evidence may be required.

If a driver cancels without valid reason:

  1. They are not entitled to any payment for that booking.
  2. They may face suspension or removal.

Any attempt to encourage customers to cancel and complete the service privately will be treated as misconduct and fraud.

Changes to These Terms

We may amend these terms periodically. Please check these terms whenever You use the app to ensure You are aware of any changes.

App Modifications and Availability

We may update or change our app from time to time to reflect service improvements or business priorities. We do not guarantee uninterrupted access to our app and may suspend or withdraw access for operational reasons with reasonable notice.

Account Security

If You receive a user identification code or password as part of the registration process, You must keep this information confidential. We reserve the right to disable Your account if You fail to comply with these terms. If You suspect a security breach, contact Us at support@manandvan.app.

User-Generated Content

Content uploaded by users is not verified or approved by Us. If You encounter inappropriate content, please report it to support@manandvan.app.

Prohibited Uses

You may not use our app in any way that:

  • • Violates applicable laws or regulations.
  • • Is fraudulent, harmful, or related to unlawful activity.
  • • Involves sending unsolicited advertising or spam.
  • • Transmits viruses, malware, or harmful programmes.

You must not attempt unauthorised access to our systems.

Content Standards

Any material You upload must:

  • • Be accurate and lawful.
  • • Not be defamatory, offensive, discriminatory, or harmful.
  • •  Not infringe any intellectual property rights.

We reserve the right to remove any material that breaches these standards.

Liability

  1. We are not responsible for the conduct, suitability, or performance of drivers.
  2. Our liability is limited to issuing refunds only in the cases described in Sections 7 and 8.
  3. Drivers are responsible for maintaining appropriate insurance (goods-in-transit, public liability). Customers are encouraged to confirm insurance coverage before booking.

How We Use Your Personal Information

We process personal data in line with our Privacy Policy and may share relevant details with drivers strictly for service provision.

Viruses and Security

We do not guarantee that our app is secure or free from viruses. You are responsible for securing Your devices and using appropriate antivirus software.

Governing Law

These terms are governed by English law. Any disputes will be subject to the exclusive jurisdiction of the courts of England and Wales.

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