CUSTOMER TERMS AND CONDITIONS
Last Updated: 20 August 2026
1. Definitions
In these Terms and Conditions:
- “Roger Van”, “we”, “us” and “our” refer to Roger Ventures, the owner and operator of this website and booking platform.
- “Customer”, “Client”, “you” and “your” refer to any individual or business that makes an online booking through the Roger Van platform.
- “Driver” or “Service Provider” refers to an independent removal company or Man and Van service provider that receives confirmed bookings through the Roger Van platform.
- “Booking Management Page” refers to the unique web link generated by Roger Van for each valid booking, through which the Customer can view booking details and manage or interact with their booking.
By using the Roger Van platform, you confirm that you have read, understood, and agreed to these Terms and Conditions.
2. The Roger Van Platform
Roger Van is an online platform designed to connect customers with independent Man and Van service providers in a convenient and reliable manner.
Roger Van does not itself provide removal or transportation services. Customers are responsible for selecting the Service Provider that best meets their requirements.
Any contract for removal or transportation services is entered into between the Customer and the selected independent Service Provider.
3. Using the Website
3.1 Acceptance of Terms
By accessing or using the Roger Van website, you agree to be bound by these Terms and Conditions. If you do not agree with any part of these Terms, you must not use the website or booking platform.
You agree to use the website lawfully, responsibly, and in good faith.
You must not upload, publish, transmit, or otherwise make available any content that is threatening, defamatory, obscene, indecent, offensive, abusive, discriminatory, unlawful, inflammatory, or otherwise inappropriate, or that infringes another person’s rights, privacy, or confidentiality.
3.2 Age Restriction and Website Availability
The Roger Van website and services are not available to individuals under the age of 18.
We may temporarily suspend, restrict, or interrupt access to the website where reasonably necessary to carry out maintenance, updates, improvements, or other operational work.
4. Website Content
While we aim to keep the information on our website accurate and up to date, Roger Van does not guarantee that all website content is complete, accurate, current, or free from errors.
We reserve the right to amend, update, or remove website content at any time without prior notice.
Information published on the website is provided for general guidance and should not be relied upon as professional advice.
5. Restrictions on Use
You must not:
- Reproduce, publish, or distribute website content in another medium without permission;
- Sell, sublicense, or commercially exploit any part of the website or its content;
- Publicly display or perform website materials without authorisation;
- Use the website in any way that could damage, disrupt, or impair its operation;
- Interfere with other users’ access to the website;
- Use the website in breach of applicable laws or regulations;
- Use the website in any manner that may cause harm to Roger Van, another user, or any third party;
- Engage in data mining, data harvesting, data extraction, scraping, or similar activities;
- Use the website for unauthorised advertising, marketing, or promotional purposes.
6. Intellectual Property Rights
Unless otherwise stated, all content, materials, branding, and intellectual property displayed on the Roger Van website are owned by or licensed to Roger Van.
You must not copy, reproduce, duplicate, resell, or otherwise commercially exploit any part of the website without prior written permission.
If you have concerns regarding any material appearing on our website, please contact us.
7. Governing Law and Jurisdiction
These Terms and Conditions shall be governed by and interpreted in accordance with the laws of the United Kingdom.
Any dispute arising in connection with these Terms shall be subject to the non-exclusive jurisdiction of the courts of the United Kingdom.
8. Feedback and Reviews
8.1 Customer Feedback
Following completion of a booking, Customers may leave feedback or a review regarding the Service Provider.
Customers must not threaten a Service Provider with negative feedback in order to obtain additional services, compensation, discounts, or other benefits that were not included in the original booking or agreed quotation.
8.2 Review Moderation
Where negative feedback is submitted, Roger Van reserves the right to investigate the circumstances surrounding the review.
Where we reasonably believe that feedback is unfounded, misleading, abusive, or inappropriate, we may amend, moderate, or decline to publish the review.
9. Fees and Payments
9.1 Deposit and Cash Payment
Customers may make a booking through the Roger Van platform free of charge.
Where applicable, a booking deposit may be paid by credit card, debit card, or PayPal when confirming the booking. Unless the full booking amount has been paid online, the remaining balance must be paid directly to the Service Provider on the day of the move.
The Service Provider is responsible for collecting any outstanding balance due for the completed service.
9.2 Full Online Payment
Customers may alternatively choose to pay the full cost of the booking through the Roger Van platform. Where the full amount has been paid, no further payment will be due to the Service Provider upon completion of the booked service, except for any authorised additional charges.
9.3 Additional Charges
Additional charges may apply where the booking requires extra time, additional flights of stairs, extra stops, additional trips, or other services not included in the original booking.
Applicable additional charges are displayed on the Booking Management Page and, where required, may be paid directly to the Service Provider.
10. Cancellation, Postponement and Refunds
10.1 Cancellation More Than 7 Working Days Before the Booking
If you cancel your booking more than 7 working days before the scheduled collection date and time, a flat cancellation fee of £5.00 will apply.
10.2 Cancellation Between 7 Working Days and 24 Hours
If you cancel your booking between 7 working days and 24 hours before the scheduled collection date and time, a cancellation fee equal to 35% of the total booking value may apply.
10.3 Cancellation Within 24 Hours
If you cancel your booking within 24 hours of the scheduled start time, any amounts already paid will not be refunded.
10.4 Fraudulent or Abusive Bookings
No refund will be issued where multiple bookings are made for the purpose of abusing the platform or where fraudulent activity is suspected or identified.
10.5 Postponement of Bookings
If you wish to postpone a booking, Roger Van may retain any payments already made until the booking is rescheduled.
Any retained payment may be applied to the rescheduled booking. If you subsequently decide to cancel the booking, the applicable cancellation policy will apply.
Requests to postpone a booking must be submitted in writing through the contact form at least 24 hours before the original scheduled appointment.
10.6 Reserved Services
Services selected at the time of booking, including additional flights of stairs, additional time, stops, or helpers, are considered reserved services.
If any reserved service is not required or used on the day of the move, no full or partial refund will be issued. Bookings are charged based on the services reserved, rather than actual usage.
10.7 Driver Replacement or Rescheduling
If, for reasons attributable to Roger Van, we need to replace the assigned Service Provider or reschedule the collection time, we will notify you accordingly.
Where the booking time is changed with your consent, you may cancel and receive a full refund at the time you are notified of the change.
No additional compensation will be payable solely because a Service Provider has been replaced or the collection time has been delayed, provided that the booked service is ultimately completed.
10.8 Payments Made Directly to the Driver
Roger Van cannot compensate Customers for additional amounts paid directly to a Service Provider.
Service Providers are independent contractors and are solely responsible for payments made directly to them in cash or by direct bank transfer.
10.9 Refund Requests
To request a refund, you must contact Roger Van by telephone or through our official contact channels.
10.10 Refund Processing Times
Where a refund is approved, payment processing times may vary. Refunds may take approximately 5 to 10 business days to appear in the Customer’s bank account, depending on the payment provider and banking institution.
11. Driver Insurance
Roger Van categorises Service Providers according to the insurance information associated with their service.
BRONZE
A Bronze-level Service Provider holds:
- A full and valid UK driving licence; and
- Valid motor insurance.
Bronze-level Service Providers do not hold Goods in Transit or Public Liability insurance under this classification.
SILVER
A Silver-level Service Provider holds:
- A full and valid UK driving licence;
- Valid motor insurance; and
- Goods in Transit insurance.
Silver-level Service Providers do not hold Public Liability insurance under this classification.
GOLD
A Gold-level Service Provider holds:
- A full and valid UK driving licence;
- Valid motor insurance;
- Goods in Transit insurance; and
- Public Liability insurance.
Where applicable, Customers should contact Roger Van support regarding any concerns about loss, damage, or injury connected with a booking.
12. Goods in Transit Insurance
Where Goods in Transit insurance applies, cover may be available up to £10,000, subject to the terms, conditions, exclusions, and limits of the relevant insurance policy.
13. Customer Responsibilities
Customers are responsible for ensuring that all booking information is accurate and that the booking reasonably reflects the requirements of the move.
13.1 Booking Requirements
You are responsible for selecting the correct:
- Moving date;
- Route details;
- Level of assistance;
- Vehicle size; and
- Additional services required.
13.2 Parking
You are responsible for arranging suitable parking for the Service Provider’s vehicle.
If suitable parking is unavailable and the Service Provider receives a parking penalty as a direct result, you may be responsible for the cost of that penalty.
13.3 Access
You must ensure that suitable access is available at all collection, stop, and delivery locations.
Where items are to be delivered to a recycling centre, waste facility, or similar location, you are responsible for confirming in advance that the items will be accepted.
If access is unavailable or denied, you may remain responsible for the cost of the original booking and any additional journeys required.
13.4 Access Through Properties
You are responsible for ensuring that the items being moved can reasonably pass through the doors, corridors, stairways, and other access points at the collection and delivery properties.
Service Providers are not responsible for removing windows, altering buildings, or creating alternative access points.
13.5 Heavy Items and Safe Lifting
You are responsible for ensuring that sufficient assistance is available to safely move heavy or oversized items, taking into account the level of help selected during the booking.
Items that cannot be safely lifted by the available people may not be transported, and this will not automatically entitle the Customer to a refund.
13.6 Dismantling
Unless dismantling has been requested in advance, Customers are responsible for ensuring that furniture and other items are dismantled before the Service Provider arrives.
Service Providers may carry basic tools; however, any dismantling requirements should be clearly stated during the booking process.
13.7 Accurate Booking Information
You are responsible for providing accurate booking information, including your contact details and all relevant moving requirements.
Where additional services are required because information was omitted or entered incorrectly, additional charges may apply in accordance with the rates displayed in the booking details.
13.8 Single-Item Discount
Where a single-item discount has been applied but additional items are presented for transportation, the Customer must either pay the applicable difference or limit the service to the single item originally selected.
13.9 Student Discount
Where a student discount has been applied, the Customer may be required to provide valid evidence of eligibility.
If the required evidence cannot be provided, the Customer may be required to pay the value of the discount.
13.10 Packing
Customers are responsible for ensuring that all items are properly and securely packed.
Roger Van and the Service Provider are not responsible for damage resulting directly from inadequate or poor packing.
13.11 Loading and Item Verification
Customers are responsible for ensuring that all required items are loaded into the vehicle.
Roger Van and the Service Provider are not responsible for items left behind at the collection address or for unwanted items delivered to the destination.
13.12 Vehicle Restrictions
Customers must notify Roger Van or the Service Provider of any height, width, weight, or access restrictions affecting the vehicle at any collection, stop, or delivery address.
13.13 Customer-Caused Delays
Where delays are caused by the Customer, the Service Provider may charge for additional time spent waiting or completing the booking.
13.14 Incomplete Bookings
Where the Customer has failed to include necessary services, such as additional flights of stairs, stops, mileage, trips, or time, the additional services may be charged in accordance with the rates displayed on the Booking Management Page.
13.15 Changes to Collection Time
If you wish to change the collection time for a confirmed booking, availability cannot be guaranteed. You may be required to contact the Service Provider directly regarding the requested change.
13.16 Abuse of Staff
Abusive, threatening, or inappropriate behaviour towards Service Providers or Roger Van staff will not be tolerated.
If a Service Provider is forced to terminate a booking because of abusive behaviour by the Customer, the Customer may remain liable for the full cost of the booking.
13.17 Single Journey
Unless otherwise specified, each booking covers a single journey from the collection address to the delivery address, including any stops expressly included in the booking.
Return journeys or additional destinations must be declared during the booking process. Any undeclared additional journeys or destinations may be treated as additional services and charged accordingly, subject to Service Provider availability.
13.18 Unused Additional Services
Customers are responsible for selecting the correct additional services at the time of booking.
Services booked but not required or used on the day remain chargeable and are non-refundable.
14. Customers Travelling in the Van
14.1 Advance Notice
If you wish to travel in the Service Provider’s vehicle, subject to seat availability, you should notify Roger Van through the booking message system or official contact channels.
14.2 Availability
Providing advance notice does not guarantee that a passenger seat will be available.
Travel in the vehicle is offered as a complimentary service and remains subject to availability and the circumstances on the day of the move.
14.3 Special Seating and Mobility Requirements
The Service Provider does not transport passengers who require specialist seating or mobility equipment that cannot safely be accommodated in the vehicle.
14.4 Passenger Conduct and Safety
The Service Provider may refuse entry to any passenger who appears to be under the influence of alcohol or drugs, is unwell, or presents a safety concern.
15. Help Levels and Vehicle Sizes
Depending on the Customer’s selection, the following levels of assistance may be available:
No Help Needed
The Customer is responsible for loading and unloading the vehicle. The Service Provider will not participate in the loading or unloading process.
Driver Helping
The driver will assist with loading and unloading where reasonably safe to do so. The driver will not be required to lift items that are excessively heavy or require additional people to handle safely.
Driver and One Helper
The driver and one additional porter will assist with loading and unloading, subject to safe manual handling requirements.
Driver and Two Helpers
The driver and two additional porters will assist with loading and unloading, subject to safe handling requirements and the size and weight of the items.
The vehicle supplied will correspond to the category or minimum dimensions selected through the applicable Van Size Guide. In some circumstances, a larger vehicle may be provided at no additional cost; however, a smaller vehicle than the one booked will not be provided.
16. Privacy
We take the privacy of our Customers seriously.
Your personal information will be handled in accordance with our applicable Privacy Policy.
17. Disputes
Any dispute relating to a Man and Van or removal booking should be submitted to Roger Van in writing through email or the contact form so that the matter can be investigated.
Roger Van acts as an intermediary platform connecting Customers and independent Service Providers. Any dispute relating directly to the performance of removal services may involve the relevant Service Provider.
18. VAT
Unless otherwise stated, confirmed bookings arranged through Roger Van are exclusive of VAT.
19. Non-Payment
Where a Customer fails to make a payment properly due to a Service Provider, Roger Van reserves the right to restrict or terminate access to the platform and take any further action available in accordance with applicable law.
20. Equipment
Man and Van Service Providers generally carry essential equipment, including:
- Trolleys;
- Protective blankets;
- Securing straps; and
- Basic tools.
Any additional equipment requirements should be specified during the booking process.
21. Prohibited Goods
Certain items may not be transported because of their hazardous, dangerous, restricted, or illegal nature.
If you are unsure whether an item can legally or safely be transported, you should not include it in your booking until you have obtained clarification.
22. Minimum Charges and Excess Booking Time
22.1 Minimum Booking Period
All bookings are subject to a minimum charge of one hour.
However, the total time booked must reasonably account for:
- The estimated journey time;
- Loading time;
- Unloading time; and
- Any additional services required.
Where the move takes longer than the time booked, additional time may be charged in half-hour increments at the applicable Service Provider’s published rates.
22.2 Unused Time or Services
If you book more time or services than you ultimately require, no refund will normally be available for the unused portion.
Where payment is due directly to the Service Provider, the Customer remains responsible for paying for the services reserved and booked.
23. London Congestion Charge
Where the moving route passes through the London Congestion Charge Zone, the applicable congestion charge may be payable by the Customer in accordance with the booking details.
The Customer may be required to pay the applicable amount directly to the Service Provider.
24. ULEZ and Clean Air Zone Charges
Where applicable, ULEZ or Clean Air Zone charges are the responsibility of the Service Provider and are not charged to the Customer.
25. Toll Road Charges
Where a journey involves toll roads, the applicable toll charge must be paid by the Customer, either directly or by reimbursing the Service Provider where appropriate.
26. Parking Charges
Where parking charges are required in connection with the booking, the Customer is responsible for paying the applicable charges directly or reimbursing the Service Provider where appropriate.
27. Ferry Costs
Where the journey requires the use of a ferry, the Customer is responsible for the applicable ferry costs, including the cost of the vehicle’s return journey where necessary.
28. Delays Outside Our Control
Where delays occur because of circumstances beyond the reasonable control of Roger Van or the Service Provider, including adverse weather, traffic, accidents, or similar events, the Customer will be informed where reasonably possible.
Roger Van and the Service Provider are not responsible for indirect losses resulting from delays caused by circumstances outside their reasonable control.
No partial refund will automatically be provided for such delays.
29. Non-Attendance
If the Service Provider does not arrive at the scheduled collection address, you should contact Roger Van immediately so that the matter can be investigated and appropriate assistance provided.
30. Payments
Payments due directly to Man and Van Service Providers must be made in cash or by another payment method agreed in advance.
31. Loss or Damage
Any loss of or damage to property must be reported to Roger Van in writing, by email or through the contact form, within 24 hours of completion of the move.
Customers must provide clear and dated photographic evidence of the affected items, including photographs taken before and after the move where available.
Any repair or replacement estimates relating to the claim should be submitted within 30 calendar days of the move.
The Service Provider who carried out the booking is responsible for any proven damage, subject to the terms and limitations applicable to the service.
Roger Van acts as an intermediary platform and does not itself provide the removal service.
32. Promotional Discounts
Roger Van may offer promotional discounts on eligible bookings, including bookings exceeding two hours.
Participation in promotional offers may be subject to availability and the relevant Service Provider’s participation.
33. Poor-Quality or Defective Products
Roger Van and its Service Providers are not responsible for damage arising solely from the poor quality, defective condition, or pre-existing weakness of an item.
If you are unsure whether an item may be suitable for transportation, please contact us before making your booking.
34. Profile and Vehicle Images
Service Providers are responsible for selecting and uploading their own logos and profile images.
Roger Van does not accept responsibility for images uploaded by Service Providers. Where a legitimate copyright infringement concern is reported, Roger Van may investigate and remove the relevant image where appropriate.
Images displayed during the quotation process are for illustrative purposes. The actual vehicle provided may differ in appearance from the vehicle shown, provided that it meets the size or capacity requirements of the booked vehicle category.
35. Driver Reviews
Following completion of a booking, Customers may be invited to submit a written review of the Service Provider.
Reviews must be original and submitted in accordance with the platform’s review requirements.
Where requested, Roger Van may partially anonymise the reviewer’s name by displaying only limited identifying information.
36. Limitation of Liability
To the extent permitted by applicable law, Roger Van shall not be liable 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 Roger Van’s liability where such liability cannot lawfully be excluded or limited, including liability for death or personal injury caused directly by Roger Van’s negligence.