Terms and Conditions
Last updated: May 2026
These terms govern your use of YourVans Ltd's removal services and website. By requesting a quote or confirming a booking you agree to them. If you need clarification, contact admin@yourvans.co.uk.
Registered office: Jarrow Business Center, Viking Industrial Park, Rolling Mill Road, Jarrow, Tyne and Wear NE32 3DT, United Kingdom.
About YourVans
YourVans Ltd provides home removals and furniture removal services across Newcastle upon Tyne and the North East of England. By booking with us you agree to these terms in addition to any service-specific confirmation sent to you by email.
Booking and confirmation
- A booking is confirmed when you receive a booking confirmation email with your reference number
- A deposit of 25% of the total price is required to secure your booking
- The remaining balance is due on the day of your move before the crew begins unloading at the delivery address
- Fixed prices are guaranteed — the price shown in your accepted quote is the price you pay, subject to the inventory and access information you provided remaining accurate
Cancellation policy
- Cancellation more than 48 hours before your scheduled move: full deposit refund
- Cancellation within 48 hours of your scheduled move: the deposit is non-refundable
- YourVans reserves the right to cancel a booking in exceptional circumstances (for example severe weather making travel unsafe, or vehicle breakdown where no replacement resource is available). In that case we will offer a full refund including any deposit paid, or an alternative date where practicable
What is included
- Collection of items from your agreed pickup address
- Transportation to your delivery address
- Delivery of items to the rooms you specify (ground floor and upper floors as agreed in the booking)
- £50,000 goods-in-transit cover as standard on qualifying moves, as described in your booking confirmation
- All labour by our crew — you are not expected to lift furniture as part of the service
What is not included
- Packing and unpacking services, unless you have selected a Premium Full Pack package or similar add-on agreed in writing
- Disassembly and reassembly of furniture, unless agreed in advance and reflected in your quote
- Storage
- Moving items that were not listed in the original quote or inventory — additional items may require a revised price before loading
- Items on the prohibited list below
Prohibited items
We cannot transport:
- Hazardous materials, flammable liquids or gases
- Firearms or ammunition
- Illegal substances
- Live animals
- Perishable food items
- Cash or financial documents
Your responsibilities
- Ensure all items to be moved are ready and accessible at the agreed time
- Ensure legal parking or a valid suspension is available for the removal vehicle at both addresses where applicable
- Declare any fragile, valuable or unusually heavy items in advance so we can plan crew size and equipment
- Ensure the property is accessible at both collection and delivery addresses, including keys and permissions
Our liability
- We carry £50,000 goods-in-transit insurance on every qualifying move as stated in your confirmation
- Claims for damaged or lost items must be reported within 48 hours of completion of the move
- Our liability is limited to the repair or replacement value of the affected item, subject to the terms of our insurers and any excess
- We are not liable for damage to contents that were packed by you where inadequate packing caused the damage
Complaints
Contact us within 48 hours of your move at admin@yourvans.co.uk. We aim to resolve all complaints within 5 working days. If we cannot resolve a dispute, you may pursue other remedies available under English law.
Governing law
These terms are governed by the laws of England and Wales. Any disputes will be subject to the exclusive jurisdiction of the courts of England and Wales, without prejudice to any mandatory rights you may have as a consumer.