Question 1

Are transporters insured?

Accepted Answer

Yes. Approved transporters using ChooseYourVan are expected to hold suitable Goods in Transit insurance for the type of work they carry out. However, cover levels and exclusions can vary between transporters. If your items are fragile, high-value, antique, delicate, or need specialist handling, please check the transporter's insurance and terms before accepting a quote.

Question 2

How do I pay?

Accepted Answer

Payment depends on the type of booking. For many marketplace bookings, you pay a booking deposit or booking fee through ChooseYourVan to secure your chosen quote. The remaining balance is then paid directly to the transporter before collection, on collection, on delivery, or after completion, depending on what you agree with them. For selected ChooseYourVan Direct Service bookings, you may pay the full transport price to ChooseYourVan. In this case, we manage the booking and pay the courier once the job has been completed. The payment terms will be shown clearly before you confirm your booking.

Question 3

Why do I pay a deposit?

Accepted Answer

The deposit secures your booking, releases the job details to your chosen transporter, and confirms that you wish to proceed with the quote. It also helps reduce cancelled or fake bookings, which allows transporters to offer more accurate and competitive prices.

Question 4

Who do I pay the remaining balance to?

Accepted Answer

For marketplace bookings, the remaining balance is usually paid directly to the transporter you selected. The timing and method of payment should be agreed between you and the transporter before the job takes place. For ChooseYourVan Direct Service bookings, the full payment may be taken by ChooseYourVan at the time of booking, so no separate balance is paid to the courier unless clearly agreed.

Question 5

Can I cancel my booking?

Accepted Answer

Yes, you can request to cancel your booking. If the transporter has not been able to fulfil the job, or there has been a genuine issue with the booking, we may be able to credit your deposit back to your ChooseYourVan account so you can use it for another booking. Refunds or credits depend on the booking type, the reason for cancellation, and whether the transporter has already started work, allocated a vehicle, arranged staff, or received your contact details.

Question 6

What happens if the transporter cancels?

Accepted Answer

If your transporter cancels, please contact us straight away. We will review the situation and, where possible, help you find another suitable transporter. If the job cannot go ahead because the transporter is unable to fulfil the booking, we may offer a credit or other suitable solution depending on the circumstances.

Question 7

What if something goes wrong?

Accepted Answer

If something goes wrong, please open a support ticket with us as soon as possible. Our team will look into the issue and help where we can. This may include delays, communication problems, failed collection, failed delivery, payment queries, damage concerns, or any issue with the transporter. For marketplace bookings, the transport agreement is between you and the transporter, but we will still assist by reviewing the issue and helping both sides communicate.

Question 8

Is ChooseYourVan the courier?

Accepted Answer

Sometimes, but not always. ChooseYourVan offers both marketplace bookings and selected direct service bookings. For marketplace bookings, ChooseYourVan connects you with independent transporters, and your transport contract is with the transporter you choose. For ChooseYourVan Direct Service bookings, we manage the booking through our own network, approved partners, or subcontracted couriers. The booking page will make clear which payment and service model applies.

Question 9

Can I speak to the transporter before booking?

Accepted Answer

You can ask questions through the message thread before accepting a quote. This helps you confirm dates, access details, item details, insurance, payment terms, and any special requirements. Contact details are usually released after a quote has been accepted and the required payment has been made.

Question 10

Can I choose my transporter?

Accepted Answer

Yes. You can compare quotes, prices, transporter details, messages, and service options before choosing the transporter that best suits your job. We recommend choosing based on reliability, communication, suitability, and service level — not just the cheapest price.

Question 11

Are prices fixed?

Accepted Answer

Quotes are based on the information you provide when posting your listing. If the job details are accurate and nothing changes, the quoted price should normally stay the same. Extra charges may apply if the job changes, for example if there are extra items, incorrect dimensions, difficult access, stairs not mentioned, waiting time, parking charges, customs paperwork, or a failed collection or delivery.

Question 12

What details should I include in my listing?

Accepted Answer

Please include as much detail as possible, including: pickup and delivery postcodes, item descriptions, item sizes, number of items, photos, stairs, lifts, floor levels, parking restrictions, preferred dates, and whether help is available at either end. The more accurate your listing is, the more accurate your quotes will be.

Question 13

Do I need to pack my items?

Accepted Answer

Unless packing has been agreed as part of your quote, you are responsible for making sure items are safely packed and ready for transport. Fragile items, glass, mirrors, artwork, TVs, antiques, electronics, and delicate furniture should be properly protected before collection. If an item is not packed safely, the transporter may refuse to collect it or may ask you to accept the risk before moving it.

Question 14

Can I send fragile or valuable items?

Accepted Answer

Yes, but you must declare them clearly when posting your listing. Fragile, valuable, antique, glass, marble, artwork, electrical, or sentimental items may need specialist handling or extra insurance. Please discuss this with the transporter before accepting a quote.

Question 15

Do you offer UK and European deliveries?

Accepted Answer

Yes. ChooseYourVan can help with UK domestic transport and many UK-to-Europe or Europe-to-UK transport jobs. For international moves, customs documents, import VAT, duty, taxes, inspections, and clearance charges may apply unless clearly included in your quote.

Question 16

Who handles customs for international jobs?

Accepted Answer

This depends on the job and the service agreed. For some international bookings, customs support may be included or offered as an extra service. For others, the sender or receiver may need to provide documents, customs information, proof of value, passport details, EORI numbers, or other paperwork. Any customs charges, taxes, duties, storage fees, or inspection fees are normally the customer's responsibility unless we clearly state otherwise.

Question 17

What happens after I accept a quote?

Accepted Answer

Once you accept a quote and make the required payment, your booking is confirmed. For marketplace bookings, your contact details are shared with the transporter so they can arrange the job directly with you. For ChooseYourVan Direct Service bookings, our team or courier network will manage the transport arrangements and keep you updated.

Question 18

Can I change my booking after accepting a quote?

Accepted Answer

You can request changes, but they must be agreed by the transporter or by ChooseYourVan, depending on the booking type. Changes to dates, addresses, item quantity, item size, access details, or service requirements may affect the price.

Question 19

What if the courier is late?

Accepted Answer

Transport times are usually estimates unless a guaranteed timed service has been agreed in writing. Delays can happen due to traffic, weather, vehicle issues, customs, ferry delays, previous jobs, or access problems. If your courier is delayed, please contact the transporter directly or open a support ticket so we can assist.

Question 20

Can I leave a review?

Accepted Answer

Yes. After your delivery is complete, you can leave a review about your experience. Reviews help other customers choose reliable transporters and help us maintain a high-quality network.

Question 21

How do I contact support?

Accepted Answer

If you need help, please open a support ticket through ChooseYourVan or contact us using the details shown on the website. Please include your booking reference, name, contact details, and a clear explanation of the issue so we can help you faster.

Support

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