Question 1

Can you ride in the van too?

Accepted Answer

You may be able to travel in the van, but space is not guaranteed. Please check with the driver in advance so they can confirm availability.

Question 2

Can your move include extra trips?

Accepted Answer

Yes. Extra trips can be added, but they should be agreed in advance. If they are not included in your original quote, extra mileage and labour charges may apply.

Question 3

Are You Insured To Move My Items?

Accepted Answer

Yes, our drivers are fully insured to transport your items with goods in transit insurance up to the value of £10.000 and public liability insurance up to the value of £1.000.000

Question 4

Do You Have Straps And Blankets?

Accepted Answer

Rest assured that all our drivers are highly skilled in moving items with utmost expertise. During the transportation of your belongings, they take great care in safeguarding them by using blankets and straps to ensure their safety throughout the transit journey.

Question 5

Do I Need To Be Present On The Day?

Accepted Answer

No. Nevertheless, please ensure that you have a friend or family member who is over the age of 18 available during the pick-up process.

Question 6

Can We Trust You To Be On Time?

Accepted Answer

If your booking is time sensitive please add this information into the brief description box during the  booking process so we can make the extra allowances needed to ensure a prompt arrival for you, in the event of any delay Van Amigos drivers will always contact you in advance and keep you updated with regular ETA's.

Question 7

Does My Quote Include The Costs For Entering The London Congestion And ULEZ Zones?

Accepted Answer

Yes, your quote will include any costs to enter the Congestion and ULEZ zones.

Question 8

What Happens After We Have Booked?

Accepted Answer

Once your booking is confirmed you will receive a text or email confirmation confirming your bookings details.

Question 9

What Happens If I Need To Change The Details Of My Booking?

Accepted Answer

In the event you need to amend your booking please contact Van Amigos using the contact details located inside your email confirmation and on the website.

Question 10

Do I Need To Do Anything Before Move Day?

Accepted Answer

No, once your booking is confirmed we will arrive at the collection address at the date/time specified on your text and email confirmations.

Question 11

Do You Charge Per Floor Or Per Flight Of Stairs?

Accepted Answer

Van Amigos charges per flight of stairs. If your property is located on the first floor with two staircases leading to it, it will be considered as two flights of stairs.

Question 12

What if your move runs longer than expected?

Accepted Answer

Tell the driver as soon as you can. If extra time is available, you may be able to use a pay-as-you-go option on the day.

Question 13

Can We Book A Return Journey?

Accepted Answer

Yes, if you need a return journey you can book this in advance by contacting us directly, best to book in advance when possible.

Question 14

What happens if you need to cancel your booking?

Accepted Answer

You have a 1-hour cooling-off period after booking. If you cancel within that time, there is no charge. After that, our standard cancellation policy applies and any payment you made is not refundable.

Question 15

Who pays for parking during the move?

Accepted Answer

If the driver has to pay for parking at your address, you will need to cover that cost. Please check for parking restrictions before your booking starts.

Question 16

What Happens If There Is Damage To My Items?

Accepted Answer

In the unfortunate event of damage to an item please respond to your email confirmation by emailing clear images of the damage.

Question 17

How Soon Should I Report Damages?

Accepted Answer

When items are damaged all claims must be made within 24 hours of the bookings completion time.

Question 18

Can We Make Stops During The Journey?

Accepted Answer

Yes, but if the driver is asked to stop and collect more items and this was not agreed during the initial quote process the driver will request an additional fee for labour.

Question 19

Do You Have Availability?

Accepted Answer

Yes, you will only be quoted for times that we have availability to attend your booking.

Question 20

When Does The Charging Stop And End?

Accepted Answer

The job clock starts when the driver has parked and made contact with the person at the collection address and ends when the final item is inside the delivery address.

Question 21

Need to speak to Van Amigos by phone?

Accepted Answer

Yes. You can call the number shown on our website. If you need help with a quote or booking, call us and we will do our best to help.

Question 22

How Should I Prepare Before Move Day?

Accepted Answer

For a smooth move, make sure everything is packed and ready-to-go when your driver arrives! After that, simply sit back, relax, and let our professional movers take care of the rest.

Question 23

Can You Move Pianos?

Accepted Answer

While not all our drivers specialize in piano moving, some of our providers are fully equipped to handle your job. For moving an upright piano, we generally suggest a three-person team and a Giant Luton van with a tail lift. To find drivers with these capabilities please contact us driectly .

Question 24

Do  Van Amigos Dismantle And Reassemble Items?

Accepted Answer

Yes, We have all the necessary tools for dismantling and reassembling everyday household items.   If you require this service, then you must specify this in the description box. This will lead to additional charges.

Question 25

Can You Providing Packing Boxes?

Accepted Answer

Yes, if you require Emergency Man and Van to provide packing materials and pack your items on move day please add this information inside the brief description box during the quote process on the website then we can include this service into your free quote.

Question 26

Does Van Amigos Pack The Items Into The Boxes?

Accepted Answer

Yes, we can provide a packing service, if required please contact us directly for a quote the website.

Question 27

Can You Do A Survey Before Quote?

Accepted Answer

Yes, please call us directly to arrange a survey of your property.

Question 28

Does My Quote Include VAT?

Accepted Answer

There are no VAT charges included in your quotes. This is because all drivers on our platform are self-employed and factor in any overheads into their pricing.

Question 29

Will I Need To Pay For Any Extras On Move Day?

Accepted Answer

There will be no hidden fees except for additional time on the day. However there may be additional charges for certain requests and issues. Please talk to your driver for more information.

Question 30

Do My Quotes Include Toll Road Fees?

Accepted Answer

No, toll road charges such as the Dartford crossing are not included in your online quotes. Our driver will always confirm if you want him to avoid the toll road before leaving.

Frequently asked questions