VANHUB UK – CUSTOMER TERMS & CONDITIONS
Last updated:5th April 2026
These Customer Terms & Conditions govern your use of the VanHub UK platform and any introduction made through it. By using VanHub UK, submitting an enquiry, requesting quotes, authorising the release of your contact details to a driver, or proceeding with a driver introduction, you agree to these terms.
1. About VanHub UK
VanHub UK operates as a driver directory and introduction service. VanHub UK is not a transport provider, removal company, courier company, carrier, or haulage operator. VanHub UK does not carry goods, does not employ drivers, and does not enter into contracts for transport services on behalf of drivers.
VanHub UK may help connect customers with independent drivers. Any transport, delivery, removal, collection, clearance, or related service is provided by the driver directly and not by VanHub UK.
2. Independent Drivers
Drivers listed on or introduced through VanHub UK are independent self-employed operators or independent businesses. They are not employees, workers, or agents of VanHub UK.
Each driver is responsible for their own services, pricing, vehicle, staffing, insurance, licences, legal compliance, and conduct. Any reference on the platform to a driver, listing, or profile does not mean that driver is employed by, partnered with, or acting as the transport provider for VanHub UK.
3. Nature of the Introduction Service
VanHub UK may, at its discretion, receive your enquiry, consider the information you provide, contact one or more independent drivers with basic enquiry information, obtain quotes or expressions of interest from drivers, and introduce you to a driver if you wish to proceed.
VanHub UK is not obliged to source a driver for every enquiry and does not guarantee that a driver will be available, interested, suitable, or willing to proceed.
4. No Transport Contract with VanHub UK
VanHub UK is not a party to the transport or service contract. If you choose to proceed with a driver, the contract for the actual work is made directly between you and that driver.
This means the driver is responsible for providing the service and you are responsible for agreeing the final terms directly with the driver. This includes price, availability, timing, access, staffing, vehicle type, special handling requirements, cancellations, delays, insurance queries, and any other service details.
5. Quotes and Pricing
Any quote for the actual transport or moving service is provided by the driver and not by VanHub UK. VanHub UK may pass on a driver’s quote for convenience, but does not set, negotiate, guarantee, or adopt that quote as its own.
You are responsible for checking directly with the driver what is and is not included in the quoted price before proceeding. This includes, where relevant, labour, stairs, waiting time, dismantling, reassembly, packing, disposal, mileage, tolls, parking, congestion or clean air charges, and any extra costs arising from inaccurate or incomplete job information.
6. Introduction Fee
Where stated, VanHub UK charges a separate introduction fee, connection fee, referral fee, or similar fee for introducing you to a driver. This fee relates only to the introduction and not to the transport or moving service itself.
Unless VanHub UK expressly states otherwise in writing, the driver’s own service charge is separate from any fee payable to VanHub UK.
The introduction fee becomes due once you authorise VanHub UK to share your name and phone number with a driver so that direct contact can take place.
Unless the law requires otherwise, the introduction fee is non-refundable once your name and phone number have been released to a driver with your permission, because the introduction service has then been provided.
7. Permission to Share Contact Details
VanHub UK will not pass your name and phone number to a driver unless you have given permission for it to do so.
If you authorise VanHub UK to introduce you to a driver, you agree that VanHub UK may share your name and phone number with that driver for the purpose of allowing direct contact about your enquiry.
VanHub UK does not pass your full enquiry details to drivers as customer contact details unless and until you authorise the release of your name and phone number for direct contact.
8. Customer Responsibilities
You must provide accurate, complete, and honest information about your enquiry. This includes, where relevant, collection and delivery locations, access restrictions, stairs, lifts, parking, item size and quantity, timing, manpower needs, and any special handling requirements.
You are responsible for checking directly with the driver all important details before the job goes ahead. This includes price, availability, insurance, vehicle size, number of workers attending, estimated timings, and any limitations or exclusions.
If the information you provide is inaccurate, incomplete, or misleading, the driver may revise the quote, decline the job, delay the service, or refuse to carry out the work.
9. No Guarantee of Availability, Suitability, or Outcome
VanHub UK does not guarantee that a driver will be available, that any quote will be accepted, that any introduction will lead to a booking, or that a driver will ultimately proceed with your job.
VanHub UK does not guarantee the suitability of any driver for your particular requirements and does not guarantee the performance, punctuality, conduct, service quality, or outcome of any service provided by an independent driver.
You remain responsible for deciding whether to proceed with any driver introduced to you.
10. No Warranty as to Driver Information
VanHub UK may display or pass on driver profile information, service descriptions, business names, images, and quotes supplied by drivers. While VanHub UK may review, edit, or organise platform content, it does not warrant that all information supplied by drivers is complete, accurate, current, or suitable for your needs.
You should make your own checks before proceeding with any driver, including any checks you consider important in relation to insurance, vehicle suitability, staffing, timing, and service capability.
11. Payments
Unless VanHub UK expressly states otherwise in writing, payment for the actual transport or moving service is made directly to the driver under your agreement with that driver.
VanHub UK does not collect payment for the transport service merely by introducing you to a driver. Any fee payable to VanHub UK is separate and relates only to the introduction.
VanHub UK is not responsible for collecting, holding, forwarding, enforcing, or refunding any payment due between you and the driver in relation to the actual service, unless VanHub UK expressly agrees otherwise in writing.
12. Cancellations, Changes, and Refunds
Any cancellation, postponement, change to the job, service failure, or refund request relating to the actual transport or moving service must be dealt with directly between you and the driver, unless VanHub UK expressly states otherwise in writing.
If you cancel after authorising the release of your contact details to a driver, the introduction fee remains payable or non-refundable, unless VanHub UK decides otherwise or the law requires otherwise.
If a driver later becomes unavailable, VanHub UK is not obliged to source an alternative driver, although it may choose to do so at its discretion.
13. Complaints and Disputes
Any complaint, claim, or dispute about the actual service provided by the driver is a matter between you and the driver.
VanHub UK may, if it chooses, assist on an administrative basis, but it is not obliged to mediate, does not guarantee any outcome, and does not accept responsibility for resolving disputes between customers and drivers.
14. Limitation of Liability
To the fullest extent permitted by law, VanHub UK is not liable for loss, damage, delay, injury, missed appointments, failed collections or deliveries, service failures, disputes, or dissatisfaction arising from services provided by independent drivers.
VanHub UK is also not liable for any loss arising from inaccurate or incomplete information supplied by you or by a driver, or from any failure by a driver to attend, perform, or complete the job.
If VanHub UK is found liable to you for any matter arising from these terms or the introduction service, its total liability shall be limited to the amount of any introduction fee actually paid by you to VanHub UK in relation to the specific introduction giving rise to the claim.
Nothing in these terms excludes or limits liability that cannot lawfully be excluded or limited.
15. Customer Conduct
You agree to deal honestly, lawfully, and respectfully with VanHub UK and any driver introduced to you. You must not provide false, misleading, or incomplete information, behave abusively or unlawfully, misuse a driver’s personal details, or use the platform in a way that is fraudulent, harmful, or damaging to VanHub UK or any driver.
VanHub UK may refuse enquiries, decline introductions, suspend communication, or stop dealing with a customer where it reasonably considers it necessary to do so.
16. Platform Content and Availability
VanHub UK may update, edit, suspend, remove, or change listings, profile content, wording, features, and platform functionality at any time.
VanHub UK does not guarantee uninterrupted availability of the platform, uninterrupted communications, or that all listings or content will remain available at all times.
17. Privacy and Data Sharing
VanHub UK processes personal data in accordance with its Privacy Policy. By using the platform and requesting an introduction, you acknowledge that VanHub UK may process your enquiry details for the purpose of operating the platform, reviewing your request, and seeking interest from independent drivers.
If you agree to proceed with an introduction, VanHub UK may share your name and phone number with a selected driver for the purpose of direct contact about your enquiry.
Drivers who receive your contact details are independently responsible for how they use personal data once it has been shared with them. VanHub UK is not responsible for a driver’s independent use of your personal data after lawful disclosure for the introduction, except to the extent required by law.
18. Changes to These Terms
VanHub UK may update these terms from time to time. The latest version will apply once published on the platform or otherwise notified to you.
By continuing to use VanHub UK after any update, you accept the revised terms.
19. Governing Law
These terms are governed by the law of England and Wales.
Any dispute relating to these terms shall be subject to the exclusive jurisdiction of the courts of England and Wales.
20. Contact
If you need to contact VanHub UK about these terms, you should use the contact details shown on the VanHub UK website.
