Customer Terms & Conditions
Last updated: 7 October 2026
1. About NKVans
These Customer Terms & Conditions (“Terms”) apply when you use NKVans to arrange a moving, transportation or removal service.
NKVans Ltd is a company registered in England and Wales.
Company number: 17494094
Registered office: 124–128 City Road, London, EC1V 2NX
Email: team@nkvans.com
NKVans operates as a booking, coordination and dispatch platform. We connect customers with independent driver-operators who provide the physical moving and transportation services.
Unless expressly stated otherwise in your booking confirmation, NKVans does not itself carry out the physical loading, moving, transportation or unloading of your goods.
2. The Driver-Operator
The physical moving service is provided by an independent driver-operator (“Driver”).
The Driver is responsible for carrying out the physical service safely, professionally and in accordance with applicable laws, including responsibility for the Driver’s vehicle, driving, loading and unloading where applicable, and the care and transportation of your goods.
The Driver is an independent business and is not an employee of NKVans.
Your booking with NKVans is for NKVans’s booking, coordination and dispatch services. The physical moving service is performed by the Driver.
Nothing in these Terms removes or limits any liability or consumer right that cannot lawfully be excluded or limited.
3. What NKVans Provides
NKVans may provide some or all of the following:
- receiving and processing your booking;
- providing or arranging a quotation;
- matching you with an available Driver;
- coordinating the booking;
- communicating booking information to the Driver;
- dispatch and scheduling coordination;
- collecting the NKVans Booking Fee;
- providing booking confirmation; and
- assisting with communications concerning the booking.
NKVans does not guarantee that a particular Driver will always be available unless that Driver has been specifically confirmed for your booking.
4. Booking and Quotations
A quotation is based on the information you provide when requesting the service.
You are responsible for providing accurate and complete information, including where applicable:
- collection and delivery addresses;
- date and requested time;
- number and type of items;
- approximate quantity and size of goods;
- number of floors;
- lifts or stairs;
- parking and access conditions;
- additional stops;
- heavy, fragile, oversized or unusual items;
- dismantling or assembly requirements; and
- any other information that could reasonably affect the service.
A quotation may need to be amended if the information supplied by you is inaccurate, incomplete or materially changes.
5. Booking Confirmation
A booking is confirmed only when NKVans has confirmed the booking to you.
Your confirmation should set out, where applicable:
- booking date;
- collection and delivery details;
- vehicle type;
- agreed total price;
- NKVans Booking Fee;
- Driver Fee; and
- any known additional charges or conditions.
6. Booking Fee and Driver Fee
The agreed total booking price is divided as follows:
30% — NKVans Booking Fee
This amount is payable to NKVans Ltd for its booking, coordination and dispatch services.
70% — Driver Fee
This amount is payable directly to the independent Driver for the physical moving and transportation service.
For example, if the agreed total price is £1,000:
- NKVans Booking Fee: £300
- Driver Fee: £700
Unless otherwise expressly agreed, the Driver Fee is not collected or held by NKVans.
The Driver may accept the Driver Fee by cash or bank transfer, subject to the arrangements communicated for your booking.
7. Additional Charges
Additional charges may apply where the actual requirements of the move materially differ from the information used to provide the original quotation.
Examples may include:
- additional goods;
- additional floors or stairs;
- difficult or restricted access;
- additional collection or delivery stops;
- excessive waiting time;
- parking or access charges;
- congestion or other unavoidable journey-related charges;
- additional labour;
- dismantling or assembly;
- specialist equipment;
- heavy or oversized items; or
- other services requested or reasonably required because the actual circumstances differ materially from the booking information.
Where reasonably practicable, you will be informed of additional charges before they are incurred.
Additional charges must be reasonable and proportionate to the additional service, cost or work involved.
8. Customer Responsibilities
You must:
- provide accurate booking information;
- ensure that you have the right to instruct the Driver to move the goods;
- ensure goods are reasonably packed unless packing is part of the agreed service;
- identify fragile, valuable, heavy or unusual items in advance;
- provide safe and reasonable access to collection and delivery locations;
- obtain any required permission for parking, loading or access;
- be available or ensure an authorised person is available at the agreed times; and
- pay all amounts properly due under the booking.
You must not ask the Driver to carry out anything unlawful or unsafe.
9. Restricted and Prohibited Items
Unless expressly agreed in writing with the Driver and legally permitted, you must not ask the Driver to transport:
- illegal goods;
- weapons or explosives;
- illegal drugs;
- hazardous or highly flammable substances;
- dangerous chemicals;
- live animals;
- perishable goods requiring controlled conditions;
- cash or negotiable instruments;
- items that are unlawful to possess or transport; or
- any item that would create an unreasonable safety, legal or insurance risk.
You must tell the Driver about any unusually valuable, fragile, hazardous, oversized or unusually heavy item before the move.
10. Packing and Fragile Goods
Unless packing services are expressly included in your booking, you are responsible for properly packing and protecting your goods.
The Driver may refuse to transport an item if it is unsafe, inadequately packed, prohibited, excessively heavy or otherwise unsuitable for transportation.
Where the Driver agrees to transport a fragile item, reasonable care will be taken, but the Driver cannot guarantee that fragile goods will not be damaged where the damage results from their inherent fragility, inadequate packing or circumstances outside the Driver’s reasonable control.
11. Damage or Loss of Goods
If your goods are lost, damaged or otherwise affected during the physical moving service, you should raise the matter promptly with the Driver who carried out the service.
NKVans may assist with communication and complaint handling where appropriate.
The Driver remains responsible for matters arising from the Driver’s own performance of the physical moving service, subject to applicable law, the Driver’s insurance and any applicable contractual terms.
Nothing in these Terms excludes or restricts any liability or statutory right that cannot lawfully be excluded or restricted.
12. Delays
Estimated arrival and completion times are estimates unless a specific guaranteed time has been expressly agreed in writing.
Delays can arise from traffic, road closures, weather, parking restrictions, access difficulties, previous bookings taking longer than expected and other circumstances outside reasonable control.
Where a significant delay occurs, the Driver should notify you as soon as reasonably practicable.
13. Driver Cancellation or Non-Attendance
If a Driver cancels or fails to attend, NKVans will use reasonable efforts to assist with arranging a replacement Driver or alternative solution where reasonably available.
If the booking cannot proceed because a Driver is unavailable and no suitable replacement can be arranged, NKVans will refund the applicable Booking Fee to the extent required under the Cancellation & Refund Policy and applicable law.
NKVans cannot guarantee that a replacement Driver will always be available.
14. Customer Cancellation
You may cancel your booking by contacting NKVans at:
Cancellation charges and refunds are dealt with in the separate NKVans Cancellation & Refund Policy.
Where statutory cancellation rights apply, those rights take priority over any contractual cancellation charge.
15. Statutory Cancellation Rights
Where you enter into a distance or off-premises contract with NKVans as a consumer, you may have a statutory right to cancel within the applicable cancellation period.
The applicable statutory cancellation rights depend on the nature of the contract and the circumstances in which it was entered into.
If you expressly request NKVans to begin providing its booking or coordination service before the end of an applicable cancellation period, you may be required to pay a proportionate amount for services supplied before cancellation, where permitted by law.
Where a service is fully performed following a valid express request and the required acknowledgement, statutory cancellation rights may cease in accordance with applicable law.
16. NKVans’s Responsibility
NKVans is responsible for providing its own booking, coordination and dispatch services with reasonable care and skill.
NKVans is not responsible for matters arising solely from the physical performance of the moving service by an independent Driver where those matters are not caused by NKVans’s own acts or omissions.
However, NKVans does not exclude or limit liability for:
- death or personal injury caused by negligence where such liability cannot lawfully be excluded;
- NKVans’s own negligence or other unlawful acts to the extent liability cannot lawfully be excluded;
- breach of statutory consumer rights that cannot legally be excluded;
- fraud or fraudulent misrepresentation; or
- any other liability that cannot legally be excluded or limited.
17. Liability
Nothing in these Terms affects your statutory rights.
To the fullest extent permitted by law, NKVans is not responsible for losses arising solely from the Driver’s physical performance of the moving service where NKVans has not caused the relevant loss through its own acts or omissions.
Where NKVans is legally responsible for a loss, NKVans’s liability will be determined in accordance with applicable law.
Nothing in these Terms is intended to create an unfair term or to deprive a consumer of a right or remedy that cannot lawfully be excluded.
18. Complaints
If you have a complaint about NKVans’s booking, coordination or dispatch service, contact:
If your complaint concerns the physical moving service, you should also raise it with the Driver who performed the service.
NKVans may assist in communicating with the Driver where appropriate.
19. Privacy
NKVans will process personal information in accordance with its Privacy Policy.
Information supplied by you may need to be shared with the Driver for the purpose of fulfilling your booking, communicating with you, providing the physical moving service, handling complaints and complying with legal obligations.
20. Events Outside Reasonable Control
NKVans and/or the Driver will not be responsible for failure or delay caused by circumstances outside reasonable control, including serious traffic disruption, road closures, extreme weather, natural events, government restrictions, strikes, accidents, vehicle breakdowns or other circumstances that could not reasonably have been avoided.
This clause does not affect statutory consumer rights.
21. Changes to These Terms
NKVans may update these Terms from time to time.
The Terms applicable to your booking will normally be the version provided or made available to you when you make the booking.
22. Governing Law
These Terms are governed by the laws of England and Wales.
If you are a consumer, you may also have mandatory rights under the laws applicable to you that cannot be excluded by these Terms.
23. Contact Details
NKVans Ltd
Company number: 17494094
Registered office: 124–128 City Road, London, EC1V 2NX
Email: team@nkvans.com