Terms & Conditions
The terms on which Vango Removals Ltd provides removals, man and van, packing and storage services. Please read them before confirming your booking.
The short version
- Every booking has a two-hour minimum, and a £50 deposit secures your date.
- Our quote covers the goods and access described to us — tell us early if anything changes.
- Some items we cannot carry, and valuables should travel with you.
- Report any damage on the delivery sheet and in writing within seven days.
This summary is for convenience only. The full wording below is what applies.
1. About these terms
These terms apply to every removal, man and van, packing and storage service provided by Vango Removals Ltd, company number 12371111, of 10 Barley Mow Passage, Chiswick, London W4 4PH. By accepting a quotation or confirming a booking, you agree to them. Please read them before you book and keep a copy.
Nothing in these terms limits your legal rights as a consumer. Under the Consumer Rights Act 2015 we must carry out our services with reasonable care and skill, within a reasonable time, and for a reasonable price where none has been agreed. Any term that tried to remove those protections would not apply.
2. What the words mean
We, us, our — Vango Removals Ltd. You, your — the person or business booking the work. Goods — everything we move, pack or store for you. Move date — the date agreed in your booking confirmation.
3. Quotations
Our quotation is based on the information you give us, or on what we see at a survey. It covers only the work described in it and is valid for 28 days unless we say otherwise.
We may need to revise the price if, before or on the move date:
- the volume or list of goods differs from what we were told;
- access at either address is not as described — for example stairs instead of a working lift, or a carry of more than 20 metres from the parking space to the door;
- parking is not available within a reasonable distance and we have to carry goods further by hand;
- you ask us to move goods to or from a floor other than the one agreed;
- we have to collect keys from an address other than the one agreed;
- the work cannot be completed within the hours quoted for reasons outside our control.
We will tell you about any additional charge as soon as we become aware of it and, wherever possible, before we carry out the extra work.
4. Your booking
A contract is formed when we send you a booking confirmation, or when you pay a deposit, whichever happens first. Please check the confirmation carefully and tell us straight away if anything is wrong.
All bookings are subject to a minimum charge of two hours at the hourly rate confirmed in your booking.
5. Payment
Unless we have agreed otherwise in writing:
- a deposit of £50 is payable to secure your date;
- the balance is payable in cleared funds on completion of the move, before our crew leaves your delivery address;
- we accept bank transfer, debit card and credit card;
- storage charges are payable monthly in advance.
Time worked is charged in 15-minute units after the two-hour minimum. We may charge interest on late payment at 4% a year above the Bank of England base rate, calculated daily from the due date. For business customers we may instead claim interest and compensation under the Late Payment of Commercial Debts (Interest) Act 1998.
The following are not included in an hourly quotation and are passed on at cost where they apply: the London Congestion Charge, the ULEZ charge, parking suspensions and permits, tolls and ferry fares, and any penalty charge notice issued because parking you arranged turned out to be unavailable or invalid.
6. Waiting time
We allow 30 minutes of waiting at the start of a booking without charge — for example while keys are released. After that, waiting caused by something outside our control is charged at your hourly rate in 15-minute units. If we have waited more than two hours and there is still no access, we may treat the booking as cancelled on the day under section 7.
7. Cancelling or postponing
If you are a consumer and booked away from our premises — by phone, WhatsApp, email or through our website — you have 14 days from the day we confirm your booking to cancel for any reason. If you have asked us to start work inside that 14-day period and we do so, you must pay for what we have already done, and the right to cancel ends once the work is complete.
Outside that period, and for business customers, the following applies if you cancel or postpone. The charges reflect the cost of holding a crew and van for a slot we can no longer fill at short notice.
- More than seven days before the move date — no charge, and your deposit is refunded in full.
- Between seven days and 72 hours — the £50 deposit is retained.
- Between 72 and 24 hours — 50% of the two-hour minimum charge.
- Less than 24 hours, or if we arrive and cannot start because access, keys or payment are not available — 100% of the two-hour minimum charge.
You may move your booking to another date once, free of charge, if you tell us more than 72 hours beforehand and we have a crew available.
We may cancel or reschedule if circumstances outside our control make the move unsafe or impossible. If we do, we will offer you the earliest alternative date and refund anything you have paid for work we have not done.
8. Goods we will not move
For safety and legal reasons we cannot carry:
- petrol, diesel, gas bottles, paint, aerosols, solvents and other flammable or explosive items;
- firearms, ammunition, fireworks and controlled drugs;
- chemicals, corrosives, asbestos and anything needing a special licence;
- food that will spoil, open containers and anything likely to attract vermin;
- animals, birds and fish.
Plants and cut flowers are carried at your risk only.
Please keep the following with you rather than putting them on the van: cash, jewellery, watches, precious metals, deeds, passports, share certificates, mobile phones, laptops, medication and anything of exceptional sentimental value. We will not accept these unless you have declared them and we have agreed in writing to carry them.
If we find prohibited goods among your items we may refuse to move them and, where necessary, arrange safe disposal at your cost.
9. What we need from you
You are responsible for:
- giving us an accurate list of goods, and telling us about anything heavy, fragile or unusually valuable;
- arranging parking, suspensions, permits and lift access at both addresses;
- being present, or appointing someone over 18 to act for you, at both addresses;
- disconnecting and reconnecting appliances, plumbing, aerials and IT equipment, unless we have agreed to arrange this;
- emptying drawers, appliances and furniture unless we have agreed otherwise;
- checking that nothing has been left behind and nothing has been loaded by mistake before we leave each address;
- having legal possession of the property and the right to move the goods.
10. Delays and things outside our control
We will use reasonable care and skill to keep to the agreed times, but timings are estimates. We are not responsible for delays caused by traffic, weather, road closures, mechanical breakdown, a delayed chain, keys not being released, or other events beyond our reasonable control. If a delay becomes significant we will contact you and agree what to do.
11. Our liability
We are responsible for loss or damage caused by our failure to take reasonable care. We are not responsible for:
- damage to items you packed yourself, unless caused by our negligent handling of the box or container;
- electrical or mechanical faults in appliances or electronics where there is no external sign of damage;
- damage caused by an inherent fault in the item, or by normal wear;
- damage to self-assembly furniture that we have dismantled or reassembled at your request, where the item was not designed to be moved intact;
- loss of the items listed in section 8 that you did not declare;
- perishable goods and plants;
- losses that were not reasonably foreseeable when the contract was made.
Subject to the above, our liability for loss of or damage to your goods is limited to the level of our goods in transit cover, which is £50,000 for any one load. If a single item is worth more than £2,000, tell us before the move so we can confirm it is covered or arrange additional cover; we cannot accept liability above the standard cover for an item we were not told about.
Nothing in these terms limits our liability for death or personal injury caused by our negligence, for fraud, or for anything else that cannot be limited by law.
12. Insurance
We carry goods in transit insurance of up to £50,000 for any one load, and public liability insurance. Our cover is subject to the terms, exclusions and excess of our policy, and it is not a full new-for-old replacement policy. If your goods are worth more than our standard cover, or you want replacement value cover, ask us before the move and we will tell you what we can arrange. Written details of our cover are available on request.
13. Storage
Where we store your goods, charges run from the day the goods arrive and are payable monthly in advance. You must give us five working days’ notice to withdraw goods, and settle all outstanding charges first. Please keep your contact details up to date while goods are in store, as we will write to the last address you gave us.
14. Unpaid charges
We have a legal right to hold your goods until all sums you owe us are paid. If charges remain unpaid for three months after we have written to your last known address giving 21 days’ notice, we may sell the goods, deduct what you owe together with the reasonable costs of sale, and pay you the balance.
15. Making a claim
Please check your goods as they are delivered. Note any loss or damage on the delivery worksheet before our crew leaves, and tell us in writing within seven days of delivery, with details and photographs where you can. For goods we have stored, tell us within seven days of collection.
Please keep the item and its packaging so we can inspect it. Reporting late does not automatically end your claim, but it can make it harder for us to investigate and for our insurers to deal with it.
16. Complaints
If something goes wrong, email info@vangoremovals.co.uk or call 020 8152 2132. We will acknowledge your complaint within two working days and reply in full within 14 days. If we cannot resolve it between us, consumers can get free independent advice from the Citizens Advice consumer helpline on 0808 223 1133, and either of us may take the matter to court.
17. Subcontracting
We may use a subcontractor for all or part of the work. If we do, these terms still apply and we remain responsible to you for the service.
18. Your information
We handle your personal information as described in our Privacy Policy.
19. General
If a court finds any part of these terms unenforceable, the rest continues to apply. A delay in enforcing a term does not waive it. These terms are between you and us; nobody else can enforce them.
We may update these terms, but the version that applies to your move is the one published when you booked. These terms are governed by the law of England and Wales, and the courts of England and Wales have jurisdiction. If you live in Scotland or Northern Ireland, you may also bring proceedings in your local courts.
How to reach us
Vango Removals Ltd
10 Barley Mow Passage, Chiswick, London W4 4PH
Bookings and quotes: sales@vangoremovals.co.uk
General, privacy and complaints: info@vangoremovals.co.uk
Phone: 020 8152 2132 | WhatsApp: +44 7501 517721
Registered in England and Wales, company number 12371111. Registered office: Office Bmlg.02, 10 Barley Mow Passage, London W4 4PH.
Last updated: 6 September 2026. Version 1.0.