Terms of Service

These Terms of Service ("Terms") govern your use of Vaniffy ("we", "us", "our") — a removals brokerage service operated by Vaniffy Ltd, registered in England and Wales. By submitting a quote request or booking a move, you agree to these Terms.

1. Our service

Vaniffy is a brokerage: we arrange and manage removal services between you (the Customer) and vetted third-party removal operators ("Operators"). We are not a carrier ourselves. We coordinate the end-to-end experience, set a fixed price, and handle customs paperwork where applicable.

2. Quotes & pricing

Quotes are valid for 14 days unless otherwise stated. The quoted price is fixed, subject to the scope of work described in your quote request being accurate. If the actual volume, access, or extras differ materially from what was described, we reserve the right to revise the price before work begins, with your agreement.

3. Payment schedule

Payment is split into three instalments: a 30% deposit on acceptance, 35% approximately two weeks before collection, and 35% on collection day. All payments are processed securely via Stripe. Late or failed payments may result in cancellation of your booking.

4. Cancellations & refunds

Cancellations more than 14 days before the collection date are fully refundable minus a £50 administrative fee. Cancellations within 14 days may forfeit the deposit. We will always try to reschedule before processing a cancellation. If we cancel for operational reasons, you receive a full refund.

5. Your belongings

You are responsible for accurately declaring the contents of your move. You must not ship prohibited items (hazardous materials, illegal substances, perishable food, live animals, large sums of cash or valuables over declared limits). We and our Operators reserve the right to refuse such items on collection.

6. Insurance & liability

Every move includes basic goods-in-transit insurance. Premium insurance covering full declared value is available as an add-on. Our and the Operator's liability for damage or loss is limited to the level of insurance cover in place. We are not liable for delays caused by customs inspections, weather, port disruption, or other events outside our reasonable control.

7. Customs & international moves

For international moves, you are responsible for providing accurate documentation (passport, proof of address at destination, inventory list). Vaniffy prepares and submits the customs declaration on your behalf. You are liable for any duties, taxes, or fines arising from inaccurate information you provide.

8. Complaints

If something goes wrong, contact us immediately. We aim to acknowledge all complaints within 48 hours and resolve them within 14 days. If you are not satisfied with our response, you may refer the matter to the relevant consumer dispute resolution scheme.

9. Changes to these terms

We may update these Terms from time to time. The version in effect at the time you submit a quote request will apply to your booking. We will notify you of material changes by email.

10. Contact

Questions about these Terms? Email us at [email protected].