Terms of Service

These Terms of Service ("Terms") form a legally binding agreement between you ("Customer", "you") and Giant Van Ltd, trading as Giant Van, a company registered in England and Wales with company number 16071027, whose registered office is at Unit 29 Highcroft Industrial Estate, Enterprise Road, Horndean, Waterlooville, PO8 0BT ("we", "us", "Giant Van").

By accessing our website at www.giantvan.com or placing a booking through any Giant Van channel, you agree to these Terms in full. If you do not agree, please do not use our services.

These Terms should be read alongside our Cancellation Policy, which sets out your rights regarding cancellations and refunds.

Giant Van is a direct service provider, not a marketplace or booking intermediary. When you book with us, you enter into a contract with Giant Van Ltd, and Giant Van Ltd is responsible to you for the removal, delivery, or man-and-van service you have booked. Our services include, but are not limited to:

• Man and van hire
• House and flat removals
• Office and commercial removals
• Furniture and appliance delivery
• Same-day and express delivery
• Student removals
• Vehicle transport
• Packing and unpacking services

We carry out your job using vetted, insured drivers who provide their services to Giant Van Ltd as subcontractors. Whether your job is carried out by a Giant Van team member or by a driver we have subcontracted, your contract stays with Giant Van Ltd and we remain responsible for the standard of service you receive, subject to the limitation of liability set out in clause 6.

All bookings are made through our website or app. When you submit a booking request, you receive an upfront, all-inclusive quote. This quote covers the driver, van, fuel, and basic goods-in-transit insurance unless stated otherwise.

Pricing. The price shown at checkout is the total you pay for the booking as declared. We do not add fees you were not told about and did not agree to. Any change to that price is always itemised and shown to you before you are asked to pay it. If the scope of work changes on the day (for example, additional items not listed in the original booking), the driver may request an adjustment. You are not obliged to accept, but the driver is not obliged to move items beyond the original booking scope. Extra items requested in the final 24 hours before your move or on moving day itself are charged at the normal extra-item rate plus a 30% late-addition charge. See clause 4 below for exactly how this is disclosed and approved.

Payment. We accept major debit and credit cards. All payments are processed securely through Stripe. Full payment is taken at the time of booking. We do not store your card details on our servers.

Confirmation. Once payment is received, you will get a booking confirmation by email with your booking reference, driver details (when assigned), and a summary of the job.

Your quote is scoped to what you declare. The price you see at checkout is calculated from the inventory, property floors, and access details you provide when you book. It covers exactly that move. Please make sure your item list and access information are accurate and complete — an incomplete list is the most common reason a price needs revising on the day.

Extra items on moving day. If you ask your driver to move items that were not part of your original booking, this is a change to the agreed job. The driver is not obliged to move items beyond the original booking scope, and any extra items are handled as a separate, additional charge — never a hidden change to the price you already paid.

How extras are agreed. Where extra items are added, your driver will submit them for a revised price calculated by the same pricing engine used at checkout. You will see an itemised, VAT-inclusive breakdown of the additional amount before you agree to anything. Nothing is charged and loading of the extra items does not begin until you have expressly approved the revised price, accepted the terms shown at that moment, and paid the additional amount. You can approve on your own device or in person with the driver.

Late-addition surcharge. Extra items you ask for in the final 24 hours before your booked move, or on the day of the move itself, are charged at the normal extra-item rate plus a 30% late-addition charge. This surcharge is calculated automatically and shown to you as its own line in the itemised breakdown described above. It forms part of the price you expressly approve and sign for before it is charged, and it is never added without your itemised agreement.

If you decline. You are under no obligation to accept extra items or a revised price. If you decline, your driver will move only the items on your original booking, and your original booking and price are unaffected.

Cancellation of same-day extra work. Because approved extra work is carried out immediately, at your request and during your move, the 14-day right to cancel does not apply to that extra work once the extra items have been loaded. This does not affect your statutory rights, or your rights in respect of your original booking under our Cancellation Policy.

Our full cancellation and refund terms are set out in our Cancellation Policy. In summary:

• 48+ hours before your move: free cancellation, full refund.
• 24-48 hours before your move: 50% refund.
• Less than 24 hours: no refund, unless exceptional circumstances apply.

Refunds are processed within 5-10 working days via your original payment method. You may also reschedule your booking once at no extra cost, subject to driver availability.

Goods-in-transit insurance. All bookings include basic goods-in-transit insurance. This covers accidental damage to your belongings while they are being loaded, transported, or unloaded by the assigned driver. The standard cover limit is displayed at the time of booking.

Exclusions. Insurance does not cover:

• Items not declared or listed in the booking (including items added on the day without prior agreement)
• Pre-existing damage or wear and tear
• Damage caused by inadequate packing where you have chosen to pack items yourself
• Cash, jewellery, documents, or other high-value personal items unless specifically declared and agreed in writing before the move
• Damage resulting from force majeure events (severe weather, flooding, road closures, civil unrest)

Limitation of liability. Our total liability for any claim arising from a single booking shall not exceed the total amount you paid for that booking, except where the law does not permit such a limit. Nothing in these Terms excludes or limits our liability for death or personal injury caused by negligence, fraud, or any other liability that cannot be excluded by law.

Claims. If your belongings are damaged during a move, you must report the damage within 48 hours of delivery by messaging us in the live chat. We will investigate all claims fairly and promptly.

When using Giant Van, you agree to:

• Provide accurate and complete information when placing your booking, including a full inventory of items, correct addresses, and any access restrictions (stairs, narrow doorways, parking limitations)
• Ensure someone over 18 is present at both the collection and delivery addresses at the agreed times
• Pack fragile or delicate items properly if you have opted not to use our packing service
• Not include prohibited items in your shipment, including hazardous materials, illegal substances, firearms, perishable goods (unless agreed in advance), or live animals
• Provide safe and reasonable access for the driver and vehicle at both locations
• Treat our drivers with respect and courtesy at all times

If inaccurate information leads to additional time or resources being required, we reserve the right to charge a reasonable supplement. We will always discuss this with you before proceeding.

We want every customer to have a positive experience. If something goes wrong, here is how we handle it:

1. Contact us first. Reach out to our customer service team by messaging us in the live chat. We aim to resolve all complaints within 5 working days.
2. Formal complaint. If you are not satisfied with our initial response, you can submit a formal complaint through our Complaints Procedure. We will acknowledge formal complaints within 2 working days and provide a full response within 14 working days.
3. Alternative dispute resolution. If we cannot resolve your complaint directly, you may refer the matter to an approved alternative dispute resolution (ADR) provider. We will provide details of the relevant ADR body upon request.

Nothing in this section affects your statutory rights under the Consumer Rights Act 2015 or the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.

All content on the Giant Van website and app, including text, graphics, logos, icons, images, and software, is owned by Future Syncs Limited or its licensors and is protected by UK and international copyright, trademark, and other intellectual property laws.

You may not reproduce, distribute, modify, or create derivative works from any content on our platform without our prior written consent.

We collect and process your personal data in accordance with UK data protection law, including the UK General Data Protection Regulation (UK GDPR) and the Data Protection Act 2018. We use your data solely to provide and improve our services, process payments, and communicate with you about your bookings.

We do not sell your personal data to third parties. For full details on how we handle your data, please refer to our Privacy Policy.

These Terms are governed by and construed in accordance with the laws of England and Wales. Any disputes arising from these Terms or your use of our services shall be subject to the exclusive jurisdiction of the courts of England and Wales.

If you are a consumer resident in Scotland or Northern Ireland, you may also bring proceedings in the courts of your home jurisdiction.

We may update these Terms from time to time to reflect changes in our services, legal requirements, or business practices. When we make changes, we will update the "last updated" date at the top of this page.

For existing bookings, the Terms in effect at the time of your booking will apply. For significant changes that affect your rights, we will make reasonable efforts to notify you by email or through a notice on our website.

Your continued use of Giant Van after any changes to these Terms means you accept the updated Terms.

If you have any questions about these Terms, please get in touch:

• Giant Van (Giant Van Ltd, company number 16071027)
• Registered office: Unit 29 Highcroft Industrial Estate, Enterprise Road, Horndean, Waterlooville, PO8 0BT
• Trading address: 2 Pooley Court, Queen Mary Avenue, London, E18 2FT
• Post: send letters to the registered office
• Live chat: message us in the live chat