Last updated Mon, 19 September 2022

Terms and Conditions

The access and use of this Website are subject to these Terms and Conditions together with the Privacy Policy and all applicable laws.

Each clause of these Terms and Conditions operates separately. If any clause is deemed unlawful by the relevant authority, the remaining clause remains in full effect.

This document is subject to change without notice. Any changes will supersede the previous version of the Terms and Conditions. When such changes occur, the new Terms and Conditions will be posted on this page.

1. Company

Website www.vanhelper.com is owned and operated by Polsino Tech Limited trading as VanHelper, with its registered address at The Oaks Mill Farm ‎Courtyard, Beachampton, Milton Keynes, Buckinghamshire, England, MK19 6DS and company ‎number: 12262649.

2. Definitions

1. “Website” refers to: www.vanhelper.com
2. “VanHelper” refers to: Polsino Tech Limited trading as VanHelper.
3. "User" refers to the person(s) using this Website.
4. "Removal Services" means the transport of item(s) from a pick-up location to a drop-off location. This ‎may include assisted loading and unloading onto a transport vehicle.
5. “Service Providers” means the providers of the Removal Services that are registered on the VanHelper Website.
6. “Customers” means the end-users of the services provided by the Service Providers.

3. Services

1. VanHelper's main service is to connect Customers with Service Providers by recording job requests from Customers as leads. These leads are purchased by interested Service Providers.
2. For the avoidance of doubt, the Service Providers enter into a contract directly with the Customers in respect of the provision of the Removal Services. Together with the applicable obligations contained in these Terms and Conditions, this governs the provision of the Removal Services between the Customers and the Service Providers.
3. There is no agency relationship between VanHelper and the Service Providers. For the avoidance of doubt, VanHelper is not a party to the Removal Service transactions between the Customers and the Service Providers.
4. VanHelper does not provide any Removal Services.
5. Bookings for Removal Services are made directly between the Customers and the Service Providers. VanHelper is not responsible for any issues related to the services provided by the Service Providers.
6. VanHelper Website service is provided at VanHelper's discretion.
7. VanHelper does not guarantee that the Customers will receive any quotes from the Service Providers.

4. Legal governance

1. The activities relating to the visit and use of this Website, the Terms and Conditions, and the Privacy Policy are governed by and construed in accordance with the laws of England and Wales and are subject to the exclusive jurisdiction of the courts of England and Wales.
2. Users are not authorised to use this Website in any jurisdiction that does not give full effect to all provisions of these Terms and Conditions, including without limitation to this clause.
3. The Contracts (Rights of Third Parties) Act 1999 shall not apply to these Terms and Conditions.

5. Limitations of Liability

1. The User must be at least eighteen (18) years old to use this Website.
2. The User agrees to provide valid and accurate contact information such as a contact number and a valid email address.
3. To the fullest extent permitted by law, VanHelper takes no responsibility for any losses, injuries, or damages suffered through the use of this Website service or any breach of these Terms and Conditions or the Privacy Policy by VanHelper. If there is any liability, it is limited to reasonably foreseeable losses up to a maximum of fifty pounds sterling [£50.00].
4. To the fullest extent permitted by law, VanHelper takes no responsibility for any losses, injuries, or damages suffered through any removal related tasks. If there is any liability, it is limited to reasonably foreseeable losses up to a maximum of fifty pounds sterling [£50.00].
5. Service Providers are subject to their Terms and Conditions and insurance requirements which can apply to the services they provide.
6. VanHelper reserves the right to determine and interpret whether a User has breached these Terms and Conditions through the use of the Website; VanHelper reserves the right to take reasonable actions that VamHelper deems appropriate.
7. VanHelper is not responsible for any third-party websites or companies. The Users are responsible for reading and deciding on the terms and conditions and privacy notices of any third party linked by this Website.
8. The Service Providers agree not to associate with VanHelper in the capacity of an agency relationship.
9. All contracts for the Removal Services exist between the Customers and the Service Providers.
10. VanHelper's Website service and up-time are not guaranteed. VanHelper will not be liable for any reasons due to the Website's availability or lack of for any period of time.
11. VanHelper will not be held liable for any damages or personal injuries that occurred during a booking.
12. VanHelper's Website service can be withdrawn at any time without prior notice.
13. VanHelper reserves the right to close the Website without prior notice.
14. VanHelper reserves the right to amend the Website service provided in part or in whole without prior notice.
15. Service Providers' services are provided at the Service Providers' discretion.
16. VanHelper does not accept any liability for damaged or lost items. ‎Customers should confirm the liability levels taken on by the Service Providers before entering into a contract with them.

6. Intellectual Property Rights

1. Unless otherwise stated, VanHelper and/or its licensors own the intellectual property rights for all material on the Website, including any registered trademarks related to “VanHelper”. All intellectual property rights are reserved. The Users may view and/or print pages from this Website for personal use subject to restrictions set in these Terms and Conditions.
2. Except as permitted by law, the Users must not:
   1. Republish material from the Website.
   2. Sell, rent or sub-license material from the Website
   3. Reproduce, duplicate or copy material from the Website.
3. Users agree not to use any part of this Website, including any assets or materials, without prior consent from VanHelper.
4. Users agree not to redistribute content from the Website (unless content is specifically made for redistribution).
5. Users agree not to duplicate or copy any part of this Website, including its underlying code and these Terms and Conditions.
6. Users agree not to modify any printed extracts of this Website.
7. Users agree to not acquire any words or variant words of "VanHelper" or "Van Helper" as a trademark or any related intellectual properties.
8. VanHelper® is a registered trademark of Polsino Tech Limited.
9. Without prior approval and/or written permission, Users may not create frames around the Website or use other techniques that alter the visual presentation or appearance of the Website.
10. Users must have approval from VanHelper before hyperlinking to any areas of the Website.

7. User conduct

1. Users agree only to use this Website in a lawful and reasonable way.
2. Users agree to not use this Website in any malicious, fraudulent and/or unlawful way.
3. Users agree to not use this Website for any purpose not reasonably intended by VanHelper. In particular, but without limitation, a User must not use this Website to compete with the business of VanHelper in any way.
4. Users agree not to use any software, hardware, or network 'attacks and exploits' targeted at this Website or its underlying infrastructure.
5. Users agree not to be abusive to VanHelper's representatives or the Service Providers' staff when communicating with them. If a Customer is abusive towards a Service Provider, the Service Provider may cancel the booking, and the Customer will be charged fully for the job.
6. Users agree to not request quotes with no intention of booking a Removal Service.

8. Customers responsibility

1. Customers are responsible for arranging a reasonable parking space at pick-up and drop-off locations.
2. Customers are responsible for unplugging any electrical appliances intended for the move.
3. Customers are responsible for drying any appliances containing liquid, such as washing machines, dishwashers, fridges and freezers intended for the move.
4. Customers are responsible for arranging a clear path or pathway for the items to be moved to and from the transport vehicle at both the pick-up and destination locations.
5. Unless a dismantle service is requested, Customers are responsible for dismantling all furniture or other large items intended for the move.
6. Unless a packing service is requested, Customers are responsible for packing all items in appropriate packing materials, containers, and boxes intended for the move.
7. VanHelper and the Service Providers will not take any responsibility for damages or delays caused directly or indirectly by a failure to fulfil customer responsibilities by Customers.
8. Any changes to the bookings shall be directed towards the Service Providers. VanHelper cannot guarantee that the Service Providers will accept any changes requested by the Customers.
9. If a Customer wishes to travel in a vehicle together with the Service Provider's driver, it is the Customer’s responsibility to communicate that to the Service Provider beforehand. The Service provider may or may not allow the Customer to travel in the vehicle.

9. Data protection

1. All personal information that VanHelper may use will be collected, processed, and held in accordance with the provisions of UK-GDPR (General Data Protection ‎Regulation) and a User's rights under the UK-GDPR. For complete details of the ‎collection, processing, storage, and retention of personal data including, but not limited ‎to, the purpose(s) for which personal data is used, the legal basis or bases for using it, ‎details of a User's rights and how to exercise them, and personal data sharing (where ‎applicable), please refer to the Privacy Policy.

10. Content

1. Users should not rely on any content or materials provided by this Website. VanHelper does not take any responsibility or liability which arises from the reliance on this Website.
2. VanHelper endeavours to keep content authored by VanHelper on the Website up to date; however, VanHelper is under no obligation to keep the materials and content of the Website up to date.
3. For VanHelper to provide its services, Users agree to provide legal permissions for VanHelper to use the content or any materials uploaded by a User. Users grant VanHelper a non-exclusive, transferable, sub-licensable, royalty-free, and worldwide licence to host, use, distribute, modify, run, copy, publicly perform or display, translate, and create derivative works of a User's content.

11. Reviews

1. To post a review on VanHelper, a User must be a genuine Customer that has used a service provided by a Service Provider.
2. All reviews posted on VanHelper will be regarded as non-confidential, non-exclusive, public information and do not entitle the Users to royalties or any form of compensation.
3. Customers agree not to post any reviews which contain any of the following content:
   1. Abusive, bullying, discriminatory, harassing, racist, sexist, threatening or vilifying language.
   2. Blasphemous, indecent, inflammatory, obscene, offensive, pornographic or seditious.
   3. Unlawful that may break any laws of England and Wales.
   4. Defamatory or Libellous.
   5. For which a User does not have permission to post.
   6. Misleading.
   7. External links.
   8. Any code which may damage or interfere with the Website.
   9. Promoting businesses or services other than VanHelper or the Service Provider.
4. Customers acknowledge that VanHelper does not have a duty to publish a review.
5. VanHelper reserves the right to reject or delete reviews at any time if they violate these Terms and Conditions.
6. VanHelper is in no way responsible for any content posted by the User. Upon being notified that a review violates these Terms and Conditions, VanHelper will investigate and remove the offending review within a reasonable time.

12. Termination of service

1. VanHelper reserves the right to terminate the User's account or block access to this Website in cases where the Terms and Conditions are breached.
2. Customer's quote request may be terminated in the event of a breach of these Terms and Conditions or at VanHelper's discretion.

13. Transactions and payment

1. Service Providers' purchase of Customers' contact details is facilitated through the VanHelper’s Website using the pre-paid balance of the Service Provider’s account.
2. Payments are made through VanHelper's payment provider, PayPal, and are subject to applicable terms and conditions from the payment provider. VanHelper does not store any payment card information.
3. Pre-paid balance on VanHelper is valid for 24 months after the date of purchase.

14. Refunds and cancellation

1. Unused VanHelper account balance is eligible for a refund within 30 days of the date of purchase.
2. The Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 (as amended by The Consumer Contracts (Amendment) Regulations 2015) are not applicable to service contracts which provide for the transport of goods or courier services on a specific date or period for performance.

15. Insurance

1. All Service Providers are required to have their own insurance and documentation; this includes:
   1. Full and valid driving licence.
   2. Vehicle insurance.
2. Service Providers may optionally have the following insurances:
   1. Public liability insurance.
   2. Goods in Transit insurance.
3. Although VanHelper will take reasonable steps to ensure that all Service Providers have the necessary insurance and documentation in place, VanHelper is not responsible if the Service Provider does not have such insurance and documentation.

16. Disputes

1. VanHelper will reserve the right to register Users' information to relevant credit agencies, debt-collection agencies and industry denylists.
2. VanHelper reserves the right to authorise additional charges on a User's credit/debit card for the money owed.
3. If a chargeback occurs, VanHelper will dispute the chargeback using evidence on VanHelper's system.
4. Service quality:
   1. In the event a User has a dispute over the service provided by either the Service Provider or VanHelper, the information provided for the job, along with all contact records, will be used to assist in the resolution of the dispute.
   2. Customers' first contact point shall be the Service Provider. For the avoidance of doubt, VanHelper is a venue for Customers and Service Providers to connect. VanHelper is not responsible for the quality of the service provided by the Service Providers.
   3. If a dispute is deemed unfounded, VanHelper reserves the right to publish any contact records relating to a particular transaction, including but not limited to phone and email correspondence. Such records may also be used to pursue legal action under defamation laws.
   4. Customers agree not to make complaints or leave negative against VanHelper on any social media platforms or news outlets if the complaint is resolved according to these Terms and Conditions.
   5. Customers agree that they will first contact the Service Provider or VanHelper in the event of a dispute and allow the parties a reasonable amount of time to resolve the dispute following the procedure set out in Section 17.
   6. VanHelper reserves the right to respond to complaints or reviews made against VanHelper or the Service Providers on any platform or channel VanHelper sees fit.

17. Complaints and mediation

1. VanHelper reserves the right to direct any applicable complaints toward the Service Providers so that the Customers and the Service Providers can communicate directly with each other.
2. Any complaints by the Customers that are related to the services provided by the Service Providers should be made directly to the corresponding Service Provider.
3. If no resolution is reached between a Customer and a Service Provider. The Customer may additionally contact VanHelper for assistance and mediation.
4. Complaints must be made through email to support@vanhelper.com. The mediation begins when VanHelper receives the email, and VanHelper will respond within ten (10) working days.
5. Any offer from VanHelper through the mediation process expires after twenty-eight (28) calendar days from the date the offer is made.
6. Any complaints related to the provided Removal Services that are made after fourteen (14) days of the booking date will not be considered by VanHelper.
7. The Users agree not to leave or publish any negative feedback on social media platforms or news outlets during the mediation process.

18. Contact

Email: support@vanhelper.com

Telephone: 0333 050 7117 Mon - Sun: 9am to 6pm