How Vanflex works

Pick the job, say where, and you see a fixed price before you pay. That price is the price: no quotes to chase, no haggling on the doorstep, no surprise extras at the end.

Need a van now? One sets off as soon as a driver accepts and is with you within the hour. Need it on a day that suits you? Pick a day and a one-hour arrival window up to two weeks ahead, and a local driver books it into their diary.

• Nothing is charged until a driver has accepted your job. When you book, the price is held on your card. If no driver takes the job, the hold is released and you pay nothing.
• Free to cancel for 5 minutes after a driver accepts, or up to 24 hours before a booked-ahead job. Closer than that, 50% goes to the driver who kept the slot for you. What cancelling would cost is always shown before you confirm.
• If nobody has taken a booked-ahead job 2 hours before its slot, you get a full refund and we tell you, so you have time to make another plan.
• If a driver doesn't turn up, you get a full refund. If you're not there within 15 minutes of the driver arriving, the £15 call-out fee applies, so please be ready.
• Pay through Vanflex only. Never pay a driver in cash or directly, and if anyone asks you to, tell us. Paying through Vanflex is what makes the refunds above possible.

Every driver is a real person we've looked at before they can take a single job. Before they go live, they show us:

• their full UK driving licence;
• their insurance, which we check covers carrying goods for payment (“hire and reward”), goods in transit, and public liability for damage to your property;
• their van, with its registration.

Rubbish and garden jobs only go to drivers with an upper-tier waste carrier registration with the Environment Agency, so your waste is disposed of legally, not fly-tipped.

Customers rate every job. Drivers who arrive late or hand jobs back get strikes; three and they're suspended. A driver who lets people down doesn't stay on Vanflex.

You see your van coming on the map, and we text or email you at each step: driver on the way, nearly there, arrived, done.

A driver can only mark “arrived” when their phone puts them at your address, so “I'm here” always means they are. For a now job, the clock to arrive is 60 minutes from when they accept.

Your exact address goes to your driver only once the job is theirs. Other drivers, and anyone browsing the map, see the area, not the house.

Late driver? If a now job is running past the hour, you can pass it to another driver from your booking page. No-show? Full refund, as above.

Something damaged? Check your things when they arrive and tell us within 48 hours, with photos. Every driver carries goods-in-transit and public liability insurance, and we'll help you claim on it. The details are in section 10 of the customer terms.

Anything else: email ironbridgegroup@outlook.com with the link from your confirmation. See Help for more.

Vanflex is run by Ironbridge Group Ltd, a company registered in England and Wales (number 16757150), registered office 60 Suffolk Road, Cheltenham, GL50 2AQ. We started in Gloucestershire because that's where we live, and the drivers are local too.

Vanflex™ is a trade mark of Ironbridge Group Ltd (UK trade mark application UK00004468925).