Terms and Conditions — ChooseYourVan

Last updated: 1 July 2026

These Terms and Conditions explain how ChooseYourVan.com works, what we do, what transporters do, and what customers agree to when using our website.

Please read these terms before posting a listing, accepting a quote, making a payment, or offering transport services through ChooseYourVan.com.

1. Who we are

ChooseYourVan.com is operated by:

Courier Q Limited t/a ChooseYourVan.com
124 City Road
London
EC1V 2NX
United Kingdom

Company number: 07332652
VAT number: 370969753

In these terms, "ChooseYourVan", "we", "us" or "our" means Courier Q Limited trading as ChooseYourVan.com.

2. What ChooseYourVan does

ChooseYourVan.com helps customers find transporters for removals, furniture delivery, courier work, vehicle transport, European deliveries, and other transport jobs.

There are two main ways a booking may work:

A. Marketplace Booking

For many jobs, ChooseYourVan acts as a marketplace. This means customers can post a job and receive quotes from independent transporters.

When a customer accepts a marketplace quote, the customer normally pays a booking deposit or booking fee to ChooseYourVan. The remaining balance is then paid directly to the transporter, according to the payment terms agreed between the customer and the transporter.

For Marketplace Bookings, the transport contract is between the customer and the transporter. ChooseYourVan provides the platform, booking system, messaging tools and administrative support, but we are not responsible for the transporter's performance unless the law says otherwise.

B. ChooseYourVan Direct Service

For selected jobs, transporters may operate as part of the ChooseYourVan network. In these cases, the customer pays the full transport price to ChooseYourVan at the time of booking.

ChooseYourVan then arranges the transport using our own network, partners or subcontracted couriers. The courier is paid by ChooseYourVan after the job has been completed, unless we agree otherwise.

For ChooseYourVan Direct Service bookings, ChooseYourVan is responsible for managing the booking and dealing with service issues directly with the customer, subject to these terms.

3. Which payment model applies to your booking?

Before you confirm a booking, the website, quote page, invoice, payment page or message thread will show how payment works for that job.

Marketplace Booking — you pay a deposit or booking fee to ChooseYourVan, and the remaining balance is paid directly to the transporter.
ChooseYourVan Direct Service — you pay the full transport price to ChooseYourVan, and ChooseYourVan pays the courier after completion.

If anything is unclear, you should ask before accepting the quote or making payment.

4. Who can use the website?

You must be at least 18 years old to use ChooseYourVan.com. If you use the website on behalf of a business, you confirm that you have permission to act for that business. You agree to provide true and accurate information when using the website, posting a listing, accepting a quote, messaging a transporter, or making payment.

5. Posting a listing

When you post a listing, you must give clear and accurate information about the job, including where relevant: pickup and delivery postcodes; full pickup and delivery addresses once a booking is accepted; item descriptions, sizes and weights; number of items; photos; floors, stairs, lifts and access details; parking restrictions; preferred collection and delivery dates; whether help is available; whether packing is required; whether any item is fragile, valuable, heavy, awkward, antique, or difficult to move.

Quotes are based on the information you provide. If the information is wrong or incomplete, the transporter or ChooseYourVan may increase the price, refuse the job, or charge extra costs.

6. Quotes

Transporters may send quotes through the website or through our approved communication channels. A quote may include the price, transporter's name or brand, a message, collection and delivery details, payment terms, and any special conditions. You should check the quote carefully before accepting it. Unless clearly stated otherwise, quotes are based on the details provided at the time of quoting.

7. Accepting a quote

When you accept a quote, you are agreeing to proceed with that transporter or with ChooseYourVan, depending on the booking type. Once a quote is accepted, your contact details may be released to the transporter, the transporter may contact you directly, planning may begin, and cancellation charges may apply.

For Marketplace Bookings, accepting a quote creates an agreement between you and the transporter. For ChooseYourVan Direct Service bookings, accepting a quote creates an agreement between you and ChooseYourVan.

8. Marketplace Booking payments

For Marketplace Bookings, the price shown may include a ChooseYourVan booking fee or deposit. The customer pays this amount to ChooseYourVan to secure the booking. The remaining balance is paid directly to the transporter, with timing agreed between the customer and the transporter (before collection, at collection, before delivery, on delivery or after completion).

ChooseYourVan does not hold the remaining balance for Marketplace Bookings and is not responsible for disputes about the balance payment between the customer and transporter.

9. ChooseYourVan Direct Service payments

For ChooseYourVan Direct Service bookings, the customer pays the full transport price to ChooseYourVan. We may use our own team, network couriers, agents, partners or subcontractors. Unless we tell you otherwise, you should not pay the courier directly for the main transport charge on a Direct Service booking.

10. Prices, VAT and extra charges

Prices shown should be treated as the total price for the job details supplied, unless clearly stated otherwise. Extra charges may apply for incorrect item details, extra items, heavier or larger items, stairs or difficult access, parking, congestion, waiting time, ferries, customs documentation, failed collection or delivery, storage, redelivery, packing materials, dismantling/reassembly, timed services, additional helpers, or address changes.

For international jobs, customs charges, import VAT, duty, taxes, storage, inspections and clearance costs are not included unless we clearly say they are included.

11. Customer responsibilities

As a customer, you agree to: provide accurate job details; make sure goods are ready for collection; make sure someone is available at collection and delivery; safely pack items unless packing has been agreed; tell us about fragile or valuable items; provide safe access; arrange parking; pay any agreed balance or extra charges on time; check that the transporter's insurance is suitable; provide customs information where needed; and keep proof of value for valuable items.

12. Transporter responsibilities

Transporters using ChooseYourVan.com must provide honest and accurate quotes; carry out jobs with reasonable care and skill; arrive with a suitable vehicle; keep customers updated; hold required licences, permits or insurance; only quote for jobs they can carry out; not mislead customers; not bypass the ChooseYourVan booking process; and not add unreasonable charges after acceptance. We may remove, suspend or restrict a transporter for unfair, dishonest, dangerous or non-compliant behaviour.

13. Collection and delivery times

Collection and delivery dates or times are estimates unless we clearly confirm a guaranteed timed service in writing. Delays can happen due to traffic, weather, breakdowns, ferry delays, customs, road closures, previous jobs, customer availability, or events outside anyone's control.

14. Packing and item protection

Unless packing has been agreed, the customer is responsible for packing goods properly. Fragile items, glass, mirrors, artwork, electronics, antiques and delicate furniture must be properly wrapped. Transporters may refuse to collect unsafely packed goods. ChooseYourVan and transporters may not be responsible for damage caused by poor packing.

15. Prohibited and restricted items

You must not use ChooseYourVan.com to arrange transport of illegal goods. Unless agreed in writing, the following must not be transported: illegal goods; dangerous goods; explosives; firearms or weapons; drugs; cash; high-value jewellery; passports or irreplaceable documents; live animals; perishable food; hazardous liquids; chemicals; gas bottles; flammable items; or items prohibited by law or carrier rules.

16. International transport and customs

For international jobs, the customer is responsible for providing complete and accurate customs information including item descriptions, values, reason for export, sender and receiver details, EORI numbers where required, invoices, packing lists, customs forms and proof of ownership. ChooseYourVan is not responsible for delays, inspections, storage charges, customs decisions, import VAT, duty, taxes, penalties or seizure caused by incorrect, incomplete or late information.

17. Cancellations by customers

Marketplace Bookings. If you cancel after accepting a quote, the booking fee or deposit paid to ChooseYourVan may not be refundable, especially if contact details have been released or the transporter has already begun preparing. The transporter may also charge cancellation costs.

ChooseYourVan Direct Service bookings. Cancellation charges may apply depending on timing and work already done. We may deduct reasonable costs for administration, payment processing, route planning, courier allocation, labels or customs paperwork, vehicle dispatch, failed collection, storage or third-party charges already incurred.

18. Cancellations by transporters

If a transporter cancels a Marketplace Booking before work has started, contact ChooseYourVan. Where reasonable we may help find another transporter, or refund the booking fee, issue credit, remove the transporter, or take other action. For Direct Service bookings, if we cannot complete the job we will try to arrange an alternative or offer a refund where appropriate.

19. Failed collection or delivery

A collection or delivery may be treated as failed if nobody is available, the address is incorrect, the goods are not ready or different from the listing, the goods are unsafe, access is not possible, parking is unavailable, the customer refuses to pay an agreed balance, customs documents are missing, or the sender or receiver refuses to release/accept the goods. Extra charges may apply.

20. Damage, loss and insurance

For Marketplace Bookings, any claim for damage, loss or theft must usually be made directly against the transporter. For ChooseYourVan Direct Service bookings, report any damage or missing item as soon as possible; note visible damage at delivery, take photos, keep packaging and proof of value, and avoid repairing or disposing of items before inspection.

Unless agreed in writing before booking, compensation for damage or loss will not exceed the lower of the declared value, agreed cover level, amount recoverable from the transporter or insurer, or amount allowed by law. Nothing in these terms removes rights that cannot legally be removed.

21. Fragile, valuable and high-risk goods

Some items need special care and may not be covered unless agreed in writing before booking, including glass, mirrors, marble, stone, artwork, antiques, pianos, TVs, electronics, chandeliers, ceramics, sentimental items, high-value designer goods, items without proof of value, unpacked furniture, previously-assembled flat-pack furniture, or items with weak joints or old repairs.

22. Reviews and feedback

Reviews must be honest, fair and based on genuine experience. You must not post fake reviews, threaten negative reviews to obtain refunds, use abusive language, post private information, make false claims, or leave reviews on your own account or business. We may remove or edit reviews that appear false, abusive, defamatory, irrelevant, or against these terms.

23. Messaging and contact details

Before a quote is accepted, users should not bypass ChooseYourVan or arrange the job outside the platform. Transporters must not include phone numbers, email addresses, website links, payment links, logos or contact details in quotes or messages before booking. Transporters who try to avoid platform fees may have their account suspended and may still be charged the fee that would have applied.

24. Accounts and security

You are responsible for keeping your login details safe. You must not share your account. We may suspend or close an account if we believe it is being misused.

25. Website content and acceptable use

You must not upload or send anything that is illegal, abusive, threatening, discriminatory, obscene, misleading, defamatory, spam, harmful to our systems, infringing someone else's rights, or intended to bypass our booking process.

26. Website availability

We aim to keep the website available but cannot guarantee uninterrupted operation. We are not responsible for losses caused by unavailability, except where the law says otherwise.

27. Accuracy of website information

Prices, routes, services, availability and transporter details may change. Information on the website is general guidance only and should not be treated as professional, legal, customs, tax or insurance advice.

28. Privacy and personal data

We use personal information to operate the website, process bookings, manage payments, communicate with users, improve our service, and comply with legal obligations. When a booking is accepted, we may share the customer's contact details, addresses and job information with the transporter. See our Privacy Policy for more details.

29. Intellectual property

The ChooseYourVan name, logo, website content, design, text, images, software and branding belong to us or our licensors. You must not copy, reproduce, scrape, resell, misuse or imitate our website, branding or content without written permission, and must not register any business name, domain, social media account, advert or trademark that could mislead people into thinking it is connected with ChooseYourVan.

30. Our responsibility to customers

For Marketplace Bookings, our responsibility is limited to operating the platform, processing the booking fee or deposit, releasing booking details, and providing reasonable support. We are not responsible for the transporter's acts, omissions, delays, damage, loss, cancellation, payment requests or service quality, except where the law says otherwise.

For ChooseYourVan Direct Service bookings, we are responsible for arranging and managing the transport service with reasonable care and skill.

Nothing in these terms excludes or limits liability for death or personal injury caused by negligence, fraud, fraudulent misrepresentation, or anything else that cannot legally be excluded.

31. Business customers

If you use ChooseYourVan for business purposes, we will not be responsible for loss of profit, sales, business, contracts, goodwill, opportunity, or any indirect or consequential losses. For business customers, our total liability for a booking will not exceed the amount paid to ChooseYourVan for that booking, unless the law says otherwise.

32. Events outside our control

We are not responsible for delays or failure caused by events outside our reasonable control, including severe weather, traffic, road closures, accidents, breakdowns, strikes, ferry or port delays, customs delays, government action, border issues, illness, fuel shortages, war, terrorism, fire, flood, cyber incidents, system failures, or actions of customs, police or other authorities.

33. Complaints and disputes

If something goes wrong, please contact us as soon as possible. For Marketplace Bookings we may try to help both parties communicate but are not required to decide the dispute. For ChooseYourVan Direct Service bookings we will review the complaint and respond as fairly as we can. Please provide all relevant evidence.

34. Changes to these terms

We may update these terms from time to time. The version that applies to your booking is usually the version in force when you accepted the quote or made payment.

35. If part of these terms is invalid

If any part of these terms is found to be invalid or unenforceable, the rest of the terms will still apply.

36. Governing law

These terms are governed by the laws of England and Wales. The courts of England and Wales will have jurisdiction, unless consumer law gives you the right to bring a claim somewhere else.

37. Contact

For questions, support or complaints, please contact ChooseYourVan through the contact details shown on our website.