Terms & Conditions

These Terms & Conditions apply to transport services provided or arranged by Vanado Group Limited.

By accepting a quotation, booking a service or otherwise instructing Vanado Group Limited to provide or arrange transport, you agree to these Terms & Conditions.

These Terms & Conditions should be read together with our Privacy Policy.

1. About Us

Vanado Group Limited
85 Larch Close
Grantham
NG31 7XL
United Kingdom
Email: ops@vanado.uk

In these Terms & Conditions:

• “Vanado”, “we”, “us” or “our” means Vanado Group Limited.
• “Customer”, “you” or “your” means the person, company or organisation requesting, booking or receiving our Services.
• “Services” means transport, delivery, collection, lifting, loading, unloading or other transport-related services provided or arranged by Vanado.
• “Vehicle” means the vehicle used or arranged to provide the Services, which may include a van, flatbed, HIAB-equipped vehicle, machinery transport vehicle or another suitable vehicle.
• “Transport Provider” means Vanado or any third-party haulier, carrier, driver, subcontractor or other transport provider engaged by Vanado to provide or assist with the Services.
• “Goods” or “Load” means the items, materials, machinery, equipment or other goods that you ask us to transport.
• “Booking” means an accepted request for Services.

2. Quotations and Booking

2.1

We may provide a quotation based on the information you provide to us.

A quotation may take into account:

• Collection and delivery locations
• Load type
• Dimensions
• Weight
• Loading and unloading requirements
• Access
• Vehicle requirements
• Distance and route
• Timing requirements
• Waiting time
• Securing requirements
• Covering requirements
• Lifting requirements
• Any other requirements relevant to the job

2.2

Unless otherwise stated, a quotation is based on the information provided by you and may be subject to confirmation of the actual transport requirements.

2.3

A quotation does not constitute acceptance of a booking.

A contract is formed when you accept our quotation or otherwise instruct us to proceed and we confirm the Booking.

2.4

We may decline a transport request where, having considered the information available, we reasonably determine that:

• The load is unsuitable for the proposed vehicle
• The load exceeds applicable vehicle or legal limits
• Access is unsuitable
• Safe loading or unloading cannot reasonably be carried out
• The required vehicle or equipment is unavailable
• The transport cannot reasonably be carried out as requested
• The load cannot be safely secured for transport
• The load presents a safety, legal or operational concern

2.5

Where the originally requested vehicle is unsuitable, we may recommend or arrange an alternative vehicle or transport method where reasonably possible.

Any change that affects the price will be discussed with you before proceeding where reasonably practicable.

3. Prices and Payment

3.1

The price of the Services will be stated in our quotation or otherwise agreed with you.

3.2

A quotation may be based on the information provided at the time and may need to be revised if relevant information changes or additional requirements arise.

3.3

Additional charges may apply where the actual requirements differ materially from those provided when the quotation was prepared.

This may include, for example:

• Additional mileage
• Additional waiting time
• Additional loading or unloading time
• Additional loading or unloading requirements
• Changes to the collection or delivery location
• Access difficulties
• Additional vehicles or equipment
• Additional lifting requirements
• Changes to the load
• Incorrect weight or dimensions supplied
• Additional journeys
• Failed collection or delivery
• Storage or return transport
• Other reasonable costs arising from changes to the agreed requirements

3.4

Where additional charges are identified before the additional work is carried out, we will seek to notify you and obtain agreement where reasonably practicable.

Where immediate action is reasonably necessary to protect the Goods, people, vehicles or property, we may incur reasonable additional costs and notify you as soon as reasonably practicable.

3.5

Unless otherwise agreed in writing, payment for the Services must be received in full before the agreed transport date.

Payment is required to secure the Booking and allow us to finalise the agreed transport arrangements, including reserving the required vehicle, driver, equipment or third-party Transport Provider where applicable.

3.6

A Booking is not confirmed until payment has been received and confirmed by Vanado Group Limited, unless alternative payment terms have been agreed in writing.

If payment is not received by the required payment date, we may release the reserved vehicle, transport capacity or booking slot and may be unable to guarantee availability.

3.7

We reserve the right to suspend or decline further Services where an undisputed invoice remains overdue.

3.8

Any interest or recovery costs that we are legally entitled to charge may be added to overdue amounts.

4. Information You Must Provide

When requesting a quotation or making a Booking, you must provide accurate and complete information reasonably required to carry out the Services.

This may include:

• Full collection address and postcode
• Full delivery address and postcode
• Description of the Goods
• Number of items
• Approximate weight
• Dimensions
• Photographs where requested
• Loading and unloading requirements
• Access information
• Required collection and delivery times
• Any relevant restrictions
• Any relevant lifting requirements
• Any known hazards or safety concerns
• Any other information reasonably requested by us

4.1

You are responsible for ensuring that information supplied to us is accurate.

4.2

If information changes, you must tell us as soon as possible.

4.3

If inaccurate or incomplete information results in additional costs, delay, an unsuitable vehicle being dispatched or the Service being unable to proceed, you may be responsible for reasonable additional costs arising as a result.

5. The Goods and Load

5.1

Unless otherwise agreed, you are responsible for ensuring that the Goods are suitable and ready for transport.

5.2

Goods must be adequately packaged, prepared and secured where appropriate for the type of transport agreed.

5.3

You must not request transport of illegal or prohibited goods.

You must also inform us before booking if the Goods include dangerous, hazardous or otherwise regulated materials.

5.4

We may refuse to transport Goods where we reasonably believe that they:

• Present a health or safety risk
• Are illegal or prohibited
• Are inadequately prepared or secured
• Exceed the agreed or permitted vehicle capacity
• Cannot safely be loaded or transported
• Differ materially from the Goods described at the time of booking

5.5

Where we reasonably believe that the Goods or circumstances present a safety or legal risk, we may stop, refuse or suspend the transport.

6. Loading, Unloading and Access

6.1

The Customer is responsible for providing suitable and safe access at collection and delivery unless otherwise agreed.

6.2

The Customer must tell us about any relevant access restrictions, including:

• Narrow roads
• Restricted entrances
• Low bridges
• Height restrictions
• Weight restrictions
• Restricted delivery areas
• Uneven or unsuitable ground
• Limited turning space
• Loading restrictions
• Site-specific requirements

6.3

Where loading or unloading equipment, labour or lifting assistance is required, this must be agreed in advance.

6.4

Where HIAB or other lifting equipment is required, its suitability will depend on factors including:

• Load weight
• Load dimensions
• Lifting points
• Crane reach
• Ground conditions
• Access
• Overhead obstructions
• Safe positioning
• Applicable safety requirements

6.5

We may refuse or postpone lifting where the conditions are not reasonably safe or suitable.

6.6

If the Customer requests loading, unloading or lifting to be carried out in circumstances that differ materially from those agreed, additional charges may apply.

6.7

We are not responsible for delays or additional costs caused by unsuitable access, inadequate preparation, lack of agreed loading/offloading facilities or circumstances outside our reasonable control.

7. Collection and Delivery

7.1

We will use reasonable efforts to collect and deliver Goods within the agreed timeframe.

7.2

Unless expressly agreed otherwise in writing, collection and delivery times are estimates and may be affected by traffic, weather, road restrictions, loading and unloading delays, vehicle availability and other circumstances outside our reasonable control.

7.3

We will not be responsible for delays caused by circumstances outside our reasonable control.

7.4

Where a delivery cannot reasonably be completed because of:

• Incorrect address information
• No one available to receive the Goods where attendance is required
• Unsafe or unsuitable access
• Lack of suitable unloading facilities
• Incorrect load information
• Customer instructions
• Site restrictions
• Other circumstances attributable to the Customer

we may charge reasonable additional costs for waiting, redelivery, return transport or other necessary arrangements.

7.5

Where reasonably practicable, we will contact you to agree the next step.

8. Waiting Time

Our quotations may include a reasonable allowance for loading and unloading.

Where the vehicle is delayed beyond the agreed or reasonable loading/unloading period due to circumstances outside our control, additional waiting charges may apply.

Any applicable waiting charges will depend on the vehicle, booking and circumstances and will be advised where reasonably practicable.

9. Changes to a Booking

You must notify us as soon as possible if you need to change:

• Collection location
• Delivery location
• Date or time
• Load
• Weight
• Dimensions
• Access arrangements
• Loading or unloading requirements
• Vehicle requirements

We will try to accommodate reasonable changes, subject to availability and suitability.

Additional costs may apply where a change results in additional work, mileage, waiting time, vehicle requirements or other costs.

10. Subcontractors and Third-Party Transport Providers

10.1

Vanado Group Limited may provide Services directly or arrange transport through independent third-party hauliers, carriers, drivers, subcontractors or other transport providers.

10.2

Where a third-party Transport Provider is used, that Transport Provider is responsible for the vehicle, driver, operation and performance of the transport services it undertakes, including complying with all applicable laws, regulations and safety requirements.

10.3

The subcontractor is responsible for maintaining, at its own cost, all insurance appropriate and legally required for the transport services it provides. This may include, where applicable:

• Motor insurance
• Goods-in-transit or carriage-of-goods insurance
• Public liability insurance
• Employers' liability insurance

10.4

The subcontractor is responsible for ensuring that its insurance provides appropriate cover for the Goods and transport services it undertakes and for any loss, damage, injury or liability arising from its own acts or omissions, subject to the terms and limits of its insurance policies and applicable law.

10.5

Vanado may require a subcontractor to provide evidence of appropriate insurance before accepting or allocating a Booking.

10.6

The subcontractor is responsible for ensuring that its vehicle and equipment are suitable, roadworthy, properly maintained and appropriate for the load and transport requirements.

10.7

The subcontractor is also responsible for its driver and for the safe operation of its vehicle, including appropriate loading, securing, transport and unloading procedures.

10.8

Where Vanado arranges transport through a third-party Transport Provider, relevant customer, collection, delivery and load information may be provided to that Transport Provider where reasonably necessary to perform the Booking.

10.9

Where the transport is performed by a third-party Transport Provider, the Transport Provider remains responsible for the aspects of the transport that it performs, including its vehicle, driver, loading and securing of the Goods where undertaken by it, transport operations and applicable insurance cover.

10.10

Nothing in this clause is intended to exclude or restrict any liability of Vanado Group Limited that cannot lawfully be excluded or restricted, including any rights or protections applicable to consumers.

11. Vehicle Suitability

Vanado may recommend a particular vehicle based on the information provided.

However, final vehicle suitability depends on the actual load, dimensions, weight, access, loading method and other circumstances.

Where we reasonably determine that the originally proposed vehicle is unsuitable, we may recommend or arrange an alternative vehicle.

If the alternative vehicle or method results in an additional charge, we will notify you before proceeding where reasonably practicable.

12. Cancellation

If you need to cancel a Booking, you should notify us as soon as possible.

Cancellation charges may apply depending on:

• How much notice is given
• Whether a vehicle has already been allocated
• Whether a driver or third-party Transport Provider has already been booked
• Whether the vehicle has been dispatched
• Whether additional costs have already been incurred
• The nature of the Booking

Any cancellation charge will be based on reasonable costs and losses arising from the cancellation and will be communicated as part of the Booking or quotation where applicable.

Where a specific cancellation charge has been agreed in writing for a particular Booking, that agreed charge will apply subject to applicable law.

Consumer customers: nothing in these Terms & Conditions is intended to remove or restrict any cancellation or other statutory rights that apply to you.

13. Cancellation by Vanado

We may cancel or decline a Booking where reasonably necessary, including where:

• The requested vehicle is unavailable
• The load is unsuitable or unsafe
• The information provided is materially inaccurate
• Access is unsuitable
• Required equipment is unavailable
• A third-party Transport Provider becomes unavailable
• Circumstances arise that make the transport impractical or unsafe
• The Customer has not complied with these Terms & Conditions
• We are unable to provide the Service for reasons outside our reasonable control

Where we cancel a Booking for reasons not caused by the Customer, we will provide any refund that is legally due in respect of payments already made.

14. Damage, Loss and Claims

We will take reasonable care when handling and transporting Goods.

You should tell us about any loss, damage or other issue as soon as reasonably possible and provide relevant supporting information, including photographs where appropriate.

Claims may require information such as:

• Description of the Goods
• Evidence of their condition before transport
• Photographs
• Evidence of value
• Details of the damage or loss
• Collection and delivery information
• Any relevant documentation

Nothing in these Terms & Conditions limits or excludes liability that cannot lawfully be limited or excluded.

Where the Goods are transported by a third-party Transport Provider, the applicable contractual and legal terms governing that transport may also be relevant to any claim.

15. Liability

15.1

We are responsible for providing our Services with reasonable care and skill and for complying with applicable legal obligations.

15.2

We will be responsible for losses that are reasonably foreseeable and arise from our breach of contract, negligence or other liability that cannot lawfully be excluded.

15.3

We will not normally be responsible for indirect or consequential losses that were not reasonably foreseeable when the contract was formed, subject to applicable law.

15.4

We will not be liable for loss or damage caused by matters outside our reasonable control or by the Customer's failure to:

• Provide accurate information
• Properly prepare or package Goods
• Provide suitable access
• Provide appropriate loading or unloading facilities
• Disclose relevant restrictions or hazards
• Follow reasonable instructions

15.5

Nothing in these Terms & Conditions excludes or restricts liability for:

• Death or personal injury caused by negligence
• Fraud or fraudulent misrepresentation
• Liability that cannot legally be excluded or restricted
• Consumer rights that cannot legally be excluded or restricted

15.6

Where the Customer is a consumer, these Terms & Conditions do not affect the statutory rights available under applicable consumer law.

16. Insurance and Declared Value

Customers should tell us before booking if the Goods are unusually valuable, fragile, specialist or otherwise require particular insurance arrangements.

Where additional insurance or an agreed declared-value arrangement is required, this should be agreed before the transport takes place.

Unless expressly agreed otherwise in writing, our quotation does not constitute a separate agreement to insure the Goods for their full replacement value.

17. Events Outside Our Reasonable Control

We will not be responsible for delay or failure to perform the Services where caused by circumstances beyond our reasonable control.

These may include:

• Severe weather
• Flooding
• Fire
• Road closures
• Traffic incidents
• Accidents
• Vehicle breakdown
• Industrial action
• Government restrictions
• Civil unrest
• Acts of terrorism
• War
• Natural disasters
• Unexpected restrictions affecting the route
• Third-party Transport Provider failure
• Other circumstances outside our reasonable control

Where reasonably practicable, we will notify you and seek to agree an appropriate solution.

18. Data Protection

We process personal information in accordance with applicable data protection law.

Details of how Vanado Group Limited collects, uses, stores and shares personal information are set out in our Privacy Policy.

19. Complaints

If you have a complaint about our Services, please contact us as soon as possible.

Vanado Group Limited
85 Larch Close
Grantham
NG31 7XL
United Kingdom
Email: ops@vanado.uk

We will review the complaint and, where appropriate, ask for further information to help us investigate it.

20. General Terms

20.1 Subcontracting

We may use suitably qualified and appropriate third-party Transport Providers to perform or assist with the Services.

20.2 Assignment

You may not transfer your rights or obligations under a Booking without our written agreement.

We may transfer our rights and obligations where reasonably necessary as part of a business sale, restructuring or similar transaction, provided this does not unlawfully affect your rights.

20.3 Severability

If any provision of these Terms & Conditions is found to be invalid or unenforceable, the remaining provisions will continue to apply.

20.4 Waiver

A failure or delay by either party to exercise a right does not amount to a waiver of that right.

20.5 Third-party rights

Unless expressly stated otherwise, these Terms & Conditions do not give any third party the right to enforce any provision of them.

20.6 Entire agreement

The Booking, quotation, these Terms & Conditions and any other terms expressly agreed in writing between Vanado and the Customer form the contractual basis for the Services.

21. Governing Law and Jurisdiction

These Terms & Conditions and any contract between Vanado Group Limited and the Customer are governed by the laws of England and Wales.

Subject to any mandatory consumer rights or other applicable legal requirements, the courts of England and Wales will have jurisdiction over disputes arising from or in connection with the Services or these Terms & Conditions.