1. Definitions
The terms "Quick Man and Van", "we", "us" refer to NovaVera Ltd, the owner of this websit. The terms "driver", "service provider", "you", "your" refer to companies receiving confirmed bookings from Quick Man and Van on-line booking platform. The terms "customer", "client" refer to the person that makes the on-line booking.
2. Introduction
2.1. Quick Man and Van is an on-line platform that offers to Man and Van service providers the opportunity to advertise their quotes for customers to book online.
2.2. In order to use our booking platform as a Man and Van service provider, you must register your contact information to obtain an account with us. Your details must be accurate and kept up-to-date as long you are an active Man and Van service provider on Quick Man and Van platform. All Man and Van service providers must be at least 21 years old. In case your details are not complete or are obsolete, we reserve the right of disabling your account.
2.3. Quick Man and Van reserves the right to terminate this agreement without the requirement to provide the Man and Van service provider with a reason.
2.4. If you decide to leave the Quick Man and Van platform, you can do it when you wish by contacting us.
3. Contact details
3.1. The Man and Van service provider must provide a valid email address and a valid phone number during the registration process. Both the email address and the phone number will be used to receive confirmed bookings and to be contacted by the customers.
3.2. Man and Van service providers can change their email address by contacting Quick Man and Van and can change their phone number using the account back office.
4. Man and Van service provider's responsibilities
Man and Van service providers must complete the accepted bookings professionally and fully satisfy the customer. Man and Van service providers must ensure they are physically fit to complete the booking before accepting a confirmed booking and to comply with our terms and conditions.
5. Man and Van service provider's availability
Man and Van service providers can join Quick Man and Van Full-time or Part-time. Full-time service providers' quotes are shown always (as long no other bookings or no unavailable times are set in the system) and Part-time service providers' quotes are shown only in the time intervals they define in the system as available. For both Part-time and Full-time service providers, Quick Man and Van platform offers to the Man and Van service providers a calendar where the unavailable booking times can be flagged. It is important to maintain the calendar updated with the time intervals when you are not available, in order to prevent the system from assigning you confirmed bookings. In case the Man and Van service provider doesn't keep the calendar up to date and they are assigned a confirmed booking, but the Man and Van service provider fails to confirm the booking or to show up at the collection point, we reserve the right of charging a penalty fee (depending on the status of the booking) which is minimum £10.00 and maximum the value of our commission for that job, and/or to suspend/disable and review the Man and Van service provider account.
6. Booking system
Quick Man and Van will assign to the Man and Van service providers confirmed bookings with collection (direct-cargo) OR delivery (return-cargo) address the radius of the postcode area defined by the Man and Van service provider in the back office panel. Man and Van service providers must either accept or reject an assigned booking, within 12 hours from the moment when the email notification is received. In the case when the Man and Van service provider doesn't accept nor rejects an assigned booking, then the booking is considered as rejected by the Man and Van service provider with no reason. Please note that fees may apply when rejecting bookings with no reason. The Man and Van service provider cannot make themselves unavailable if a booking was already assigned to them; the Man and Van service provider must either accept or reject the confirmed booking which was already assigned.
7. Booking acceptance
The Man and Van service provider that accepts a confirmed booking, must comply with the following:
7.1. Man and Van service provider must be present at the collection point on the established date and time which are specified in booking details.
7.2. Man and Van service provider can't turn off their phone or not answer the phone after the booking was accepted. If this will be the case and the booking fails to be completed, the Man and Van service provider will be charged with a customer refunding fee and the account will be suspended and under review.
8. Booking rejection
8.1. Rejecting a booking, depending on the reason, may apply penalty costs to the Man and Van service provider, which is minimum £10.00 and maximum the value of job deposit.
8.2. If the Man and Van service provider rejects a confirmed booking, they can't under any circumstances be present at the collection point to claim the booking. Our system will re-assign the confirmed booking to another Man and Van service provider. In the case of not complying with this rule, the original Man and Van service provider will be required to compensate all the costs for the re-assigned Man and Van service provider and they will be excluded from Quick Man and Van platform with no right to sign up again.
9. Booking cover
9.1. In the unfortunate event a Man and Van service provider cannot cover a booking that was assigned and accepted, the Man and Van service provider must reject the booking using Quick Man and Van interface or if this doesn't allow, to contact Quick Man and Van staff. Failure to contact Quick Man and Van and not attending the booking, a penalty between £10.00 (minimum) and the value of the job deposit (maximum), will be applied to the Man and Van service provider's account and the account will be suspended and reviewed.
9.2. It is forbidden for the Man and Van service provider to contact the customer to inform him that he can't attend the job. Quick Man and Van reserves the right to deactivate Man and Van service provider's account for contacting the customer in this matter.
9.3. If the customer wants to upgrade their booking, any charges added to the quote must be in conjunction with the rates the Man and Van service provider has set in the pricing section of the account back office. Reports of overcharging will result in the Man and Van service provider's account being suspended and reviewed.
9.4. If the customer requires a bigger van than was initially ordered the Man and Van service provider must contact Quick Man and Van before adding extra charges. Reports of overcharging will result in the Man and Van service provider's account being suspended and reviewed.
10. Booking cancellation
10.1 If a customer cancels their booking the Man and Van service provider will be contacted by Quick Man and Van with instructions regarding the canceled booking. In case the booking is cancelled by the customer and the service provider already was on his way to the pickup (or when arrived at the pickup), Quick Man and Van will compensate the driver with the value of the deposit.
10.2 If a customer cancels a booking because the driver violated our Terms and Conditions, then the driver must pay the amounts Quick Man and Van lost because of his action (for example the entire value of the booking deposit).
11. Booking changes
11.1. In the case that the customer wants extra stops on the way to the delivery address or there are floors with no lift, the Man and Van service provider will charge the customer according to the prices set on the Quick Man and Van platform.
11.2. In the case that the move takes longer than estimated by the customer, the Man and Van service provider will charge for every half hour, according to the prices set on the Quick Man and Van platform.
11.3. The amount earned for the initial job is automatically calculated by Quick Man and Van and the Man and Van service provider is not allowed under any circumstances to contact the customer prior to the job (or during the job) to ask for a higher payment. The only way increasing the job price is if customer has extra charges (like extra stops, additional time, etc).
12. Payments
Customers are allowed to choose whether they want to pay via the site for the booking itself but pay cash to the Man and Van service provider for the removal service, or whether they want to pay the entire amount via the Quick Man and Van platform. For customers that choose to pay the entire amount on the Quick Man and Van platform, it will take 7 calendar days for the payment to be cleared in the banking system and once the payment is cleared Quick Man and Van will send the amount owed in the next Friday.
For B2B (Business to Business) Customers' Jobs, the payments will be made on the 7th of the next month. Please note that B2B Customer doesn't use cash payments at all and it is driver's duty to report additional charges (like congestion charge, extra time, etc) to be added to the final bill.
13. Congestion zone
For End-User Customers: If the moving route passes through the London Congestion Zone,
you must notify the customer before entering the zone about the
additional charge that will be paid in cash directly to you.
The Congestion Charge is a £15.00 daily charge if you drive within
the Congestion Charge zone 7:00-18:00 Monday-Friday and 12:00-18:00 Sat-Sun and bank holidays.
No charge between Christmas Day and New Year's Day bank holiday (inclusive).
To learn more about this charge click here.
For B2B (Business to Business) Customers: If congestion charge applies, driver must report to Quick Man and Van in order to add the congestion charge amount to the final bill. This also means that the driver must pay the Congestion Charge from it's own pocket and he will receive the amount of congestion charge for the job on next B2B Payment schedule.
14. Ultra Low Emission Zone
The driver must pay the ULEZ Charge where it is the case. It is not customer's duty to pay this charge.
15. Customers traveling in the van
Drivers must allow customers to travel in the van without applying extra charges. Reports of overcharging the customer will result in the Man and Van service provider's account being suspended and reviewed.
16. Delays
If the Man and Van service provider is late to a booking, the customer must be contacted before the arranged pickup time and updated regularly with the estimated time of arrival. If the delay will be more than 30 minutes, Quick Man and Van must be notified by the Man and Van service provider.
17. Required equipment
17.1. Man and Van service providers must carry in their van at all times the minimum of the following:
- one box trolley;
- six straps;
- five blankets
- basic dismantling tools;
17.2. If a Man and Van service provider attends a booking without the minimum equipment required, the Man and Van service provider can be charged with the customer's refund fee and the account will be suspended and reviewed.
18. Receipts
Man and Van service providers must provide the customer with either a paper or electronic receipt on completion of the removal. Bookings received from Quick Man and Van are exclusive of VAT.
19. Prohibited goods
Certain goods may not be transported due to their hazardous, dangerous or illegal nature. In case a customer asks you to transport prohibited goods, please contact us in order to investigate if the goods in question are indeed prohibited goods.
20. Information privacy
Quick Man and Van will not share your personal information with any third party, except for the customers you accept confirmed booking from. More information can be found on our privacy policy page.
21. Account security
Man and Van service provider's account and password must be used only by the owner. Any suspicious activity can result in your account being suspended and under review. In case you notice any suspicious activity in your account, change your password as soon as possible and contact Quick Man and Van to have your account checked.
22. Account suspension/deactivation
22.1 Quick Man and Van reserves the right to suspend, deactivate or permanently remove your account if we suspect you didn't comply with the terms and conditions of the site.
22.2 Quick Man and Van reserves the right to temporarely disable your account if it accumulates a debt of -50.00GBP or more due to penalties, and the account will remain suspended until the debt is paid via wire transfer.
22.3 Failure to attend a booking without providing a valid reason, such as a van breakdown, health issues, or a family emergency supported by appropriate evidence, may result in the permanent suspension of your account.
23. Non-attendance
23.1. If a Man and Van service provider can't attend an accepted booking Quick Man and Van must be notified by phone with a minimum of 2 hour notice before the booking is due to start.
23.2. If a Man and Van service provider fails to attend an accepted booking the Man and Van service provider can be charged with the customer's refund fee, the rejection fee and also a non-fixed administration fee to compensate for time spent recovering the booking.
24. Helpers
Man and Van service providers can specify how many helpers they can bring in order to fulfill a booking in the account back office. In the case that the customer has specified extra helpers (one or two) in the booking and the Man and Van service provider fails to bring the required helpers, the Man and Van service provider can be charged with the customer's refund fee, the rejection fee and also a non-fixed administration fee to compensate for the time spent recovering the booking.
25. Van size
If a Man and Van service provider attends a booking without the correct van size the Man and Van service provider can be charged with the customer's refund fee, the rejection fee and also a non-fixed administration fee for the time spent recovering the booking.
26. Insurance
If a Man and Van service provider refuses to give a customer the insurers contact details for Goods in Transit or Public Liability insurances within seven working days of receipt, Quick Man and Van reserves the right to compensate the customer with any amount owed to the Man and Van service provider to settle the claim.
27. Overcharging
The cost (or charges) of each job are specified in the job details on our platform, however there are also extra charges that can be applied on the job which are also specified in the job details. Applying other charges than the ones specified, means to overcharge the customer. If a Man and Van service provider is found to have overcharged a customer the Man and Van service provider can be charged with the customer's refund fee and also with a non-fixed administration fee for time spent solving the complaint. In case of repeated overcharges, Quick Man and Van can suspend the account of the service provider.
28. Van breakdowns
28.1. If the service provider's van has broken down and the Man and Van service provider cannot attend the accepted bookings, Quick Man and Van must be notified as soon as possible. Failure to contact Quick Man and Van and not attending the confirmed bookings will result in the Man and Van service provider's account being suspended and reviewed.
28.2. If the service provider's van breaks down while traveling to a collection address, the Man and Van service provider must contact Quick Man and Van immediately and send us a photo proof of the breakdown and the receipt for the van repair once complete otherwise the Man and Van service provider can be charged with the customer's refund fee, the rejection fee and also a non-fixed administration fee to compensate for the time spent recovering the booking.
28.3. If the service provider's van breaks down while with the customer the Man and Van service provider must contact Quick Man and Van immediately and send us a photo proof of the breakdown and also the receipt for van repair once complete otherwise the Man and Van service provider can be charged with the customer's refund fee, the rejection fee and also a non-fixed administration fee to compensate for the time spent recovering the booking.
29. Loss of keys
If a Man and Van service provider loses their van keys before or while on a job, the Man and Van service provider can be charged with the customer's refund fee, rejection fee and also a non-fixed administration fee for the time spent recovering the booking.
30. Conduct
Man and Van service providers (and helpers) must conduct themselves in a professional manner during the entire contact with the customer. If a Man and Van service provider or helpers engage in altercations with the customer the Man and Van service provider can be charged with the customer's refund fee, rejection fee and also a non-fixed administration fee for the time spent recovering the booking. We reserve the right to hold any funds owed to the Man and Van service provider until our internal investigation and any court cases are completed.
31. Complaints
When a customer complains about damaged items we reserve the right to hold any funds owed to the Man and Van service provider until the claim is settled and our investigation is completed. If a Man and Van service provider doesn't solve the complaint to Quick Man and Van's or the customer's satisfaction, we reserve the right to settle the claim using the funds owed to the Man and Van service provider.
32. Reviews
If a bad review is left by the customer our staff will investigate the situation and if you did not provide a level of satisfactory service, the Man and Van service provider can be charged with a customer's refund fee if any and also with a non-fixed administration fee for the time spent recovering the booking.
33. Customer discounts
Quick Man and Van offers to returning customers 5-15% discount promotional codes. In case a Man and Van service provider does not want to participate in our promotions, the promotional codes can be disabled from the account back office.
34. Customer's responsibilities
Customers must choose the right van size, provide parking space for service provider's van and ensure there is access to the collection and delivery properties. In case a customer needs dismantling, the Man and Van service provider must be notified in advance.
35. Service provider's terms of service
As a service provider on our platform, all drivers must work under our Customer's Terms and Conditions. A service provider cannot have his own terms and conditions (for example displaying it in driver's bio section). Not following our Customer's Terms and Conditions while completing a job you received from us, will result in closing your account.
36. Limitation of liability
Quick Man and Van will not be liable to you in respect of any acts or omissions of its employees or sub-contractors, whether such liability arises in contract (by way of indemnity or otherwise), tort (including negligence), misrepresentation, breach of statutory duty, restitution or otherwise, provided that nothing in these Terms and Conditions will limit or exclude Quick Man and Van's liability to you for personal injury or death caused directly by Quick Man and Van's negligence.
Last updated 1st Jan 2019
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