Terms of use

Last updated: November 2026

1. Who we are

Vanloop is an online platform that connects customers who need a van, removal, delivery, waste collection or recovery job with independent drivers. Vanloop is not itself a carrier, removals company or recovery operator, and does not employ the drivers.

2. How a booking works

A customer posts a job. Verified drivers may respond with a quote. The price shown to the customer is the total price, and includes Vanloop's service fee. No booking exists until the customer accepts a quote and pays through the platform. Quotes are specific to the job details you gave, so changes to the job (extra items, floors, access, distance or time) may change the price.

3. Payment

Payment is taken when the customer accepts a quote and is held by our payment provider until the job is completed. After the job is completed and the customer confirms it, or after a short review period if the customer does not respond, the driver is paid and our fee is retained. We do not ask customers to pay drivers outside the platform and customers should not do so.

4. Cancellations and refunds

Customers may cancel before the job is accepted by a driver for a full refund. Cancellations after a driver has accepted may be refunded in part or in full depending on how close to the job date it is and whether the driver has already incurred costs. If a driver cancels or does not attend, the customer is offered a full refund or help to find another driver. Your statutory rights are not affected.

5. Problems and complaints

If something goes wrong, tell us within 48 hours of the job so we can investigate before payment is released where possible. Contact us through the details on this site. Damage to goods is a matter between the customer and the driver and the driver's insurance. Vanloop will help to put you in touch and to share job records.

6. Drivers

Drivers are independent contractors. To receive jobs a driver must provide a valid driving licence, proof of appropriate insurance (goods in transit and public liability, and recovery cover where relevant), and proof of right to work where applicable. Drivers who carry waste must be registered waste carriers. Vanloop may refuse, suspend or remove a driver at its discretion. Drivers agree not to take customers off the platform to avoid the service fee, and must not misrepresent their vehicle, insurance or availability.

7. Prohibited items and conduct

Illegal goods, hazardous materials, and items the driver has not agreed to carry are not permitted. Customers and drivers must behave lawfully and respectfully.

8. Liability

Nothing in these terms limits liability for death or personal injury caused by negligence, fraud, or anything else that cannot be limited by law. Otherwise, Vanloop's liability for the platform is limited to the fee it received for the job in question. Drivers are responsible for their own work and insurance.

9. Changes and law

We may update these terms from time to time. These terms are governed by the law of England and Wales.