TERMS AND CONDITIONS FOR MAN AND VAN SERVICE PROVIDERS
Last Updated: 19 August 2026
1. Definitons
In these Terms and Conditions:
- “Roger Van”, “we”, “us” and “our” refer to Roger Ventures, the owner and operator of this website and online booking pla4orm.
- “Driver”, “Service Provider”, “you” and “your” refer to an individual or company that receives confirmed bookings through the Roger Van online booking pla4orm.
- “Customer” or “Client” refers to the person or business making a booking through the pla4orm.
- Introduction
2.1
Roger Van is an online platform that enables Man and Van service providers to advertise their services and quotations to customers, who may book those services online.
2.2
To use the Roger Van booking platform as a Service Provider, you must register for an account and provide accurate and complete contact information. Your details must remain current for as long as you remain an active Service Provider on the platform.
All Service Providers must be at least 21 years of age. We reserve the right to suspend or disable your account if your information is incomplete, inaccurate, or no longer up to date. 2.3
Roger Van reserves the right to terminate this agreement or deactivate a Service Provider’s account without being required to provide a reason.
2.4
You may leave the Roger Van platform at any time by contacting us.
- Contact Details
3.1
During registration, you must provide a valid email address and telephone number. These contact details may be used to send you confirmed booking notifications and to enable communication with customers where necessary.
3.2
You may update your telephone number through your account dashboard. To change your registered email address, you must contact Roger Van.
- Service Provider Responsibili)es
4.1
Service Providers must complete all accepted bookings professionally and to a satisfactory standard. Before accepting a booking, you must ensure that you are physically able and properly prepared to complete the work.
You must also comply with these Terms and Conditions at all times.
4.2
The Service Provider is responsible for completing the booked service personally or, where operating as a company, through an authorised employee.
Bookings must not be outsourced or transferred to unauthorised third parties.
5. Service Provider Availability
Service Providers may join the Roger Van platform on either a full-time or part-time basis.
Full-time Service Providers may have their quotations displayed continuously, provided they have not marked themselves as unavailable or already accepted another booking. Part-time Service Providers will have their quotations displayed only during the availability periods they have selected.
The platform provides an availability calendar that must be kept up to date. You are responsible for marking any periods during which you are unavailable.
If you fail to maintain your availability accurately and are assigned a confirmed booking which you fail to accept, confirm, or attend, Roger Van may impose a penalty fee ranging from £10.00 to the full value of our commission for that booking, depending on the circumstances. Your account may also be suspended, disabled, or reviewed.
6. Booking System
Roger Van may assign confirmed bookings to Service Providers where the collection address or delivery address falls within the geographical or postcode area selected by the Service Provider through their account dashboard.
Once a booking has been assigned, you must accept or reject it within 12 hours of receiving the booking notification.
If you fail to accept or reject the booking within this period, the booking will automatically be treated as rejected. Fees may apply where a booking is rejected without a valid reason.
Once a booking has been assigned, you may not mark yourself as unavailable in order to avoid the booking. You must formally accept or reject the assigned booking.
7. Booking Acceptance
By accepting a confirmed booking, the Service Provider agrees to comply with the following requirements:
7.1
You must arrive at the collection address on the date and at the time specified in the booking details.
7.2
After accepting a booking, you must remain contactable by telephone. You must not deliberately switch off your phone or ignore communications relating to the booking.
If a booking cannot be completed because you are unreachable, you may be charged the cost of any customer refund, and your account may be suspended and placed under review. 8. Booking Rejec)on
8.1
Depending on the reason for rejecting a booking, a penalty may apply. The penalty may range from £10.00 to the value of the job deposit.
8.2
If you reject a confirmed booking, you must not attend the collection address or attempt to claim or complete that booking.
The system may reassign the booking to another Service Provider. Any Service Provider who attends or attempts to claim a booking after rejecting it may be required to compensate Roger Van and/or the replacement Service Provider for any resulting costs.
Roger Van may also permanently remove the Service Provider from the platform.
- Booking Cover
9.1
If you are unable to complete a booking that you have previously accepted, you must formally reject the booking through the Roger Van platform or contact Roger Van if you are unable to do so.
Failure to notify Roger Van and failure to attend the booking may result in a penalty ranging from £10.00 to the full value of the job deposit. Your account may also be suspended and reviewed.
9.2
Service Providers must not contact the customer directly to inform them that they are unable to attend a booking.
Any such communication must be handled through Roger Van. Failure to comply may result in the deactivation of your account.
9.3
If a customer wishes to upgrade or modify their booking, any additional charges must be calculated in accordance with the pricing rates set by the Service Provider within their Roger Van account.
Reports of overcharging may result in suspension and review of the Service Provider’s account.
9.4
If a customer requires a larger vehicle than originally booked, the Service Provider must contact Roger Van before applying any additional charges.
- Booking Cancella)on
10.1
If a customer cancels a booking, Roger Van will contact the Service Provider and provide instructions regarding the cancellation.
Where the customer cancels after the Service Provider has already begun travelling to the collection address or has arrived at the collection address, Roger Van may compensate the Service Provider with an amount equivalent to the booking deposit.
10.2
If a customer cancels a booking because the Service Provider has breached these Terms and Conditions, the Service Provider may be required to reimburse Roger Van for any losses resulting from that breach, including the full value of the booking deposit.
- Booking Changes and Addi)onal Charges
11.1
Where a customer requests additional stops, access involves floors without a lift, or other agreed additional services are required, charges must be applied in accordance with the prices published on the Roger Van platform.
11.2
If a move takes longer than originally estimated, additional time may be charged in half-hour increments in accordance with the rates set on the Roger Van platform.
11.3
The payment for the original booking is automatically calculated by Roger Van.
Service Providers must not contact or pressure customers before or during a booking to request a higher payment. Additional charges may only be applied where the customer has requested or incurred legitimate additional services, such as extra stops or additional time.
12. Payments
Customers may choose to:
- Pay for the booking through the website and pay the Service Provider directly in cash for the removal service; or
- Pay the full amount through the Roger Van pla4orm.
Where the customer pays the full amount through the Roger Van platform, payment may take up to 7 calendar days to clear through the banking system. Once cleared, the amount due to the Service Provider will be paid on the next scheduled Friday.
For Business-to-Business (B2B) customer bookings, payments will be made on the 7th day of the following month.
B2B customers do not make cash payments. Service Providers are responsible for reporting any legitimate additional charges, including congestion charges or additional working time, so that they may be added to the final invoice.
- Conges)on Zone
End-User Customers
Where a journey requires travel through the London Congestion Charge Zone, the Service Provider must inform the customer before entering the zone that an additional charge will apply.
Any applicable congestion charge must be handled in accordance with the booking terms and the procedures specified by Roger Van.
B2B Customers
Where a congestion charge applies to a B2B booking, the Service Provider must report the charge to Roger Van so that it can be added to the customer’s final bill.
The Service Provider may initially be responsible for paying the charge and will receive reimbursement in accordance with the applicable B2B payment schedule.
14. Ultra Low Emission Zone and Clean Air Zone Charges
Where applicable, the Service Provider is responsible for paying any ULEZ, Clean Air Zone (CAZ), or similar vehicle emission charges.
These charges are not the responsibility of the customer.
15. Customers Travelling in the Van
Service Providers must allow customers to travel in the vehicle where this forms part of the booked service and must not impose an additional charge for doing so.
Reports of unauthorised overcharging may result in suspension and review of the Service Provider’s account.
16. Delays
If you expect to arrive late for a booking, you must contact the customer before the scheduled collection time and provide regular updates regarding your estimated arrival time.
If the delay is expected to exceed 30 minutes, you must also notify Roger Van.
- Required Equipment
17.1
Service Providers must carry the following minimum equipment in their vehicle:
- One box trolley;
- Six securing straps; Five protecFve blankets; and
- Basic dismantling tools.
17.2
If a Service Provider attends a booking without the required minimum equipment, they may be liable for any applicable customer refund. Their account may also be suspended and reviewed.
18. Receipts
Upon completion of a removal service, the Service Provider must provide the customer with either a paper or electronic receipt.
Bookings received through Roger Van are exclusive of VAT unless otherwise stated.
19. Prohibited Goods
Certain items may not be transported because they are hazardous, dangerous, restricted, or illegal.
If a customer asks you to transport goods that you believe may be prohibited, you must contact Roger Van for guidance before proceeding.
20. Informa)on Privacy
Roger Van will not share your personal information with third parties except where necessary to facilitate accepted bookings with customers or where otherwise required in accordance with applicable policies or legal obligations.
Further information is available in our Privacy Policy.
21. Account Security
Your account and password are personal to you and must only be used by the authorised account holder.
Suspicious or unauthorised activity may result in your account being suspended and reviewed.
If you suspect unauthorised access to your account, you should change your password immediately and contact Roger Van.
- Account Suspension and Deactivation
22.1
Roger Van reserves the right to suspend, deactivate, or permanently remove your account if we reasonably believe that you have failed to comply with these Terms and Conditions.
22.2
Roger Van may temporarily suspend an account where it accumulates outstanding penalties or debts of £50.00 or more. The account may remain suspended until the outstanding balance has been paid in accordance with the payment instructions provided.
22.3
Failure to attend a booking without a valid reason may result in permanent suspension of your account.
Examples of potentially valid reasons may include vehicle breakdown, a serious emergency, or other circumstances supported by appropriate evidence.
- Non-AXendance
23.1
If you are unable to attend an accepted booking, you must notify Roger Van by telephone at least two hours before the scheduled booking start time, wherever reasonably possible.
23.2
Failure to attend an accepted booking may result in charges, including:
- The cost of any customer refund;
- A booking rejecFon fee; and
- A reasonable administraFon charge to compensate for the Fme and resources required to recover or reassign the booking.
24. Helpers
Service Providers may specify through their account how many helpers they are able to provide.
Where a booking includes one or more additional helpers and the Service Provider fails to provide the required number of helpers, charges may apply, including customer refund costs, rejection fees, and reasonable administrative costs.
25. Vehicle Size
Service Providers must attend each booking with the correct vehicle size as specified or required for the booking.
Failure to provide the appropriate vehicle may result in charges, including customer refund costs, rejection fees, and reasonable administrative costs.
26. Insurance
If a customer requests the contact details of the Service Provider’s Goods in Transit or Public Liability insurer, the Service Provider must provide the requested information within seven working days.
Failure to do so may result in Roger Van using any funds otherwise payable to the Service Provider to settle an appropriate customer claim, where permitted.
27. Overcharging
The charges applicable to each booking are specified in the booking details and on the Roger Van platform.
Any additional charges must be authorised and must correspond to services or circumstances permitted under the applicable booking terms.
Applying unauthorised charges may constitute overcharging.
Where a Service Provider is found to have overcharged a customer, they may be liable for:
- Any applicable customer refund;
- Reasonable administraFon costs associated with invesFgaFng and resolving the complaint; and
- Suspension of their account in the event of repeated breaches.
- Vehicle Breakdowns
28.1
If your vehicle breaks down and you are unable to attend an accepted booking, you must notify Roger Van as soon as reasonably possible.
Failure to notify Roger Van may result in your account being suspended and reviewed.
28.2
If your vehicle breaks down while travelling to a collection address, you must immediately contact Roger Van and provide reasonable photographic evidence of the breakdown and, where requested, evidence of the repair.
Failure to comply may result in charges, including customer refunds, rejection fees, and reasonable administrative costs.
28.3
If your vehicle breaks down while carrying out a booking or while with the customer, you must immediately notify Roger Van and provide reasonable evidence of the breakdown and subsequent repair where requested.
Failure to comply may result in applicable charges and account review.
29. Loss of Keys
If a Service Provider loses their vehicle keys before or during a booking and this results in disruption to the service, charges may apply, including customer refunds, rejection fees, and reasonable administrative costs.
30. Professional Conduct
Service Providers and their helpers must behave professionally and respectfully throughout all interactions with customers.
Serious misconduct, arguments, abusive behaviour, or other inappropriate conduct may result in customer refunds, booking recovery costs, administrative charges, suspension, or termination of the Service Provider’s account.
Roger Van may withhold funds due to the Service Provider while an internal investigation or relevant legal proceedings are ongoing, where appropriate.
31. Complaints and Damage Claims
Where a customer makes a complaint regarding damaged property or goods, Roger Van may withhold funds otherwise payable to the Service Provider while the complaint or claim is investigated and resolved.
If a complaint is not resolved satisfactorily, Roger Van may use funds due to the Service Provider towards the settlement of a legitimate customer claim, where appropriate.
32. Customer Reviews
Where a customer leaves a negative review, Roger Van may investigate the circumstances.
If the investigation establishes that the Service Provider failed to provide an acceptable standard of service, charges may apply, including any applicable customer refund and reasonable administrative costs associated with resolving the matter.
33. Customer Discounts and Promo)ons
Roger Van may offer returning customers promotional discounts, including discounts ranging from 5% to 15%.
Service Providers who do not wish to participate in applicable promotional schemes may disable promotional participation through their account settings, where this option is available.
34. Customer Responsibili)es
Customers are responsible for:
- SelecFng the appropriate vehicle size;
- Providing suitable parking for the Service Provider’s vehicle where necessary;
- Ensuring reasonable access to collecFon and delivery properFes; and
- Informing the Service Provider in advance where dismantling services are required.
35. Service Provider Terms of Service
All Service Providers operating through the Roger Van platform must comply with the applicable Customer Terms and Conditions.
Service Providers must not impose separate or conflicting terms and conditions on customers for bookings obtained through the Roger Van platform, including through their driver profile or biography.
Failure to comply with the applicable Customer Terms and Conditions may result in the closure of the Service Provider’s account.
36. Limitation of Liability
To the extent permitted by applicable law, Roger Van shall not be liable to a Service Provider for losses arising from the acts or omissions of its employees, contractors, or subcontractors, whether such liability arises in contract, tort, negligence, misrepresentation, breach of statutory duty, restitution, or otherwise.
Nothing in these Terms and Conditions shall exclude or limit liability where such liability cannot lawfully be excluded or limited, including liability for death or personal injury caused directly by Roger Van’s negligence.