Frequently asked questions

Find answers to the most common man and van hire questions asked on URemovals.

You will receive an email confirming your booking, which will include the booking details along with the driver's name and contact number.
If your van is running late, you can contact the driver using the phone number provided in your booking confirmation email. If the driver does not show up, please call us immediately at 020 8064 2103. In the event that a driver cannot attend a job, URemovals will refund your initial payment.
Fulfilment of the booking is solely the responsibility of you, the customer, and the driver allocated to the booking, as stated in section 29 of our Terms and Conditions. All drivers registered with us are self-employed contractors who manage their own vehicles and booking contracts. By agreeing to these terms, you accept that URemovals' liability for non-fulfilment of the contract is limited to the amount of the initial payment. Any additional liability rests with the confirmed driver. We advise you to contact the driver to confirm details and address any issues with us before work commences.
If you need a receipt from your driver, they can provide it upon request. We will issue a receipt for the initial payment you make to us. However, if you pay directly to the service provider, please ask them for a receipt at that time. We cannot provide receipts for payments made to service providers, as we do not handle those funds.
There are no VAT charges included in your quotes. This is because all the drivers on our platform are self-employed and have incorporated any overhead costs into their pricing structure.
The level of coverage varies among service providers. We offer three insurance models: Bronze, Silver, and Gold, which are consistently displayed on the quote list. Silver and Gold levels include Goods in Transit insurance. The extent of insurance coverage is also indicated in the quote list. It is imperative that you accurately assess the total value of the goods you intend to transport. Ensuring that the value of the goods is covered by the driver's Goods in Transit insurance is the responsibility of the customer; please confirm this with your driver before any work begins.
URemovals will always strive to provide you with the service provider you have selected in the quote. However, given the nature of the man and van industry, there may be occasions (such as availability issues or breakdowns) where we need to assign another service provider. In such cases, we will make every effort to find a suitable replacement. If we are unable to do so, we will refund your initial payment in full.
You can cancel your booking by contacting us at 020 8064 2103 during our working hours (9 am to 6 pm) or online through your Customer dashboard. Please make sure to do so at least 48 hours before the scheduled time. If you cancel less than 48 hours before the scheduled time, you will forfeit your initial payment. Please note that payments are non-refundable if the booking date has already passed and the booking has been confirmed.
To reschedule your booking, please contact us at 020 8064 2103 or via our online support chat during our working hours, from 9 am to 6 pm. Please keep in mind that any requests for rescheduling must be made at least 48 hours before the scheduled service. If you meet this requirement, we will do our best to accommodate your request. However, please note that we cannot guarantee the availability of your chosen service provider or a replacement service provider on the rescheduled date and time. In such cases, you will receive a full refund of your initial payment.
We do require an initial payment upfront to book a man and van through our platform. This payment is essential to secure your booking. If you have any additional questions or concerns regarding the payment process, please feel free to reach out to us, and we'll gladly assist you.
Yes, we use Stripe to securely process card payments, and we do not store any card details ourselves.
You can request a detour or changes to the journey after pick-up. However, please note that any additional time and mileage resulting from the detour will be charged at the driver's rates. It's crucial to discuss this with your driver before the work commences to ensure mutual agreement regarding any potential changes to the journey.
Before the driver arrives, please ensure the following: All goods intended for transportation are securely packed and ready for loading. Ensure that parking is available within 10 meters of the loading/unloading point, with suitable access for the size of the van you've booked. Provide adequate loading/unloading access to facilitate the process smoothly. These preparations are outlined in section 26 of our Terms and Conditions and will contribute to a seamless and efficient transportation process upon the driver's arrival.
While not all our drivers specialize in piano moving, some may have the expertise to handle your job. We generally recommend a three-person team and a Giant Luton van with a tail lift for transporting an upright piano. It's advisable to review their profiles on the quotes page to find drivers with these qualifications.
The availability of this service varies among drivers. Most drivers are equipped with the necessary tools for dismantling and reassembling items. If you require this service, please specify your needs in the description box under the vehicle images on the My Move page so that your driver can accommodate your request accordingly.
Regrettably, moving boxes are not included in our service offerings. However, if you require boxes, you may request them from your driver. Please note that there may be additional charges associated with this request.
Certainly, you can compare quotes without a confirmed move date. However, please be aware that you won't be able to proceed with a booking, and the prices may change in the future.
If your driver needs to use a ferry to complete your move, they will request additional charges on the day of the move.
Your selected service provider may be able to arrange this, but it is entirely at their discretion, and additional charges may apply.
Yes, all quotes include drivers as we do not offer a van-only hire option.
We cannot guarantee that space in the van will be available for you to travel with the driver.
Your presence at the pickup address is optional. However, you must have a friend or family member over 18 available for the day of the move.