FAQs

General FAQs

All you need to do is complete a simple online form telling us where you are moving from and to, what you are moving, and any dates or date ranges you have in mind. You will then be asked to provide an email address and create a password to start receiving your quotes – simple as that! To complete this form now, please click here.

Your quotes will be sent to you directly by email. You will receive notifications about the details if you have logged into your App-A-Van account.

You will receive an email notification each time one of the following actions is taken on your listing:
• When a new bid has been received
• When a transport provider has left a message for you
• When you have accepted an offer
• When a bid has been withdrawn
• When your listing is about to expire.
Please note: you will also have the option to switch on or off any of these notifications should you not want to receive them all.

• Try to give as much detail as possible so that our transport providers have a clear idea of what you have, which will allow them to provide an accurate quote. It will also help them to establish what type of vehicle is required to do the job. Providing weights and dimensions or a detailed inventory for larger house moves will ensure you many more quotes.
• Try to add images when creating your listing. This will allow the Transport Providers to get a better picture of your overall load.
• If you are able to be flexible on dates this will increase the number of quotes you receive and give you the most competitive prices as the transport providers may be able to link your move up with another shipment going in the same direction.
• You can also invite transport providers to offer you a quote, this will ensure your listing is more prominent and that you are reaching out to those who may have missed your listing previously.

Once you are happy that the quote is suitable and you wish to proceed, simply click the green ‘Accept Quote’ button. The system will guide you through the next step to pay your deposit. Your chosen transport provider will also get a notification confirming that their bid has been accepted.

Once you have chosen your preferred Transport Provider and accepted their quote, you can check out using our App-A-Van secure payment system. You will be required to pay a small deposit of just £25/€25 to secure your booking at this time. However, if your collection date is within seven days of booking, you are required to make the payment in full at this time.

For deposit payments, following payment methods can be used:
PayPal, Stripe, GoCardless and Bank Transfer.

Full balance is to be paid seven days before your collection date. You will receive a payment reminder by email. These payments can be made using Stripe, GoCardless and Bank Transfer.

All payments are secured and protected with App-A-Van, the transport provider will not receive payment until your goods are delivered, and the job is complete.

Once you start receiving bids, you will be able to use the built-in messaging system to ask questions, provide more details and upload photos (should you wish) directly to the Transport Providers. You can communicate in this way with as many Transport Providers as you like. You are not obligated to accept any one of the bids offered. Although we are confident, you will find a service to suit your requirements.

You can cancel your booking and receive a full refund anytime up to 7 days before the agreed collection date. If you cancel within 7 days of your collection date, you are eligible for a 50% refund. If you cancel on the day of collection, there will not be any refund.

If you need to postpone your move, please let us know as soon as possible by speaking to the App A Van Customer Support Team on +44 (0)203 966 8535. For full loads, if you wish to postpone, we may hold the price as promised. However, for part loads, we may need to re-negotiate with your Transport Provider. Alternatively, the credit can be used towards a new selected Transport Provider when you ready to move again.

We can assure you that all App-A-Van Transport providers get approved through various checks. Several ways will make sure that your items arrive in the same condition they left you in. Make sure you confirm the level of service you require with your Transport Provider before accepting the bid, be confident to ask as many questions as you want. It will ensure all parties know what is expected of them in advance. If you are packing the items yourself, take time to adequately pack and protect each item/ box sufficiently, including larger pieces of furniture like sofas and beds. Create an inventory/packing list and have two copies printed ready for collection day. Check all items onto the van with your driver and have each copy signed by both parties, keeping one for yourself and one for the driver. Check all items off the van against the same inventory and get both parties to sign each copy again. It would help to support all parties in the unlikely event of a dispute. You will be provided with an inventory template and cubic calculator upon booking, which you can also download from our App-A-Van website.

The Transport Providers undergo a strict verification process wherein they are asked to provide App-A-Van with essential documents clearing which they can use our platform and become a part of our company. If they are not able to provide the details and the papers, they cannot use our site. We use a star rated feedback system so that transport providers can build a clear overview of their services for future potential customers using the App-A-Van platform. This profile will also include the level of insurance cover they have in place.

Our system also allows customers to review the profile of each Transport Provider before making a final decision. It gives you a choice of whom to book based on previous job performances and reliability.

Many of our Transport Providers also offer storage solutions as part of their service. However, please make sure that you factor this into your listing and check for storage facility before accepting their bid.

You can cancel your listing at any time. Log into your App-A-Van account and click the ‘Cancel my listing’ button, you will then be prompted to confirm if you want to remove the listing. Cancelled listings will be archived for 90 days. If you want to reactivate your listing, you can do so by reopening it from the archived list and clicking the ‘reactive my listing’ button.

If you do not accept any bids within 30 days of listing, it will automatically expire and drop into your archive list where you will be able to reactivate it for another 90 days.

My Account

Do not worry! If you are not able to access your account, click on the ‘Forgot Password’ link located in the login bar. You will then receive an email allowing you to change your password. You can also change your password at any time when you are logged into your App-A-Van account. You can do this by clicking the ‘Edit my profile’ page. Please be sure to save any changes before leaving the page.

All personal information can be updated by simply logging into your App-A-Van account and selecting the ‘Edit my Profile’ page. Remember to save any changes before leaving the page.

Listing My Items

Use our online form and follow 3 simple steps.
1) Enter your collection and delivery details.
2) Enter any dates, date ranges or if you are completely flexible.
3) Enter your load size in cubic meters if you know it or add a description of what you need to move.

You will also have the option of uploading up to 10 images. Once you have completed this simple process, our Transport Providers will be alerted about the requirement, and you should start receiving quotes.

App-A-Van recommends that you add pictures to you listing to maximise the number of quotes you are receiving. This service is FREE of charge.
Images compatible with App-A-Van listings include JPEGs, GIFs and PNGs.
If you are experiencing difficulties uploading an image, please contact our App-A-Van support team who will be happy to help.

App-A-Van recommends that you provide as much detail as possible to ensure that the quotes you will be receiving are accurate with the best possible price.

If you can provide weights and dimensions that would be helpful, although it is not essential. If any other factors need to be considered for your move, please be sure to include them in your listing. Like access in and out of the properties or the number of floors at the collection and drop locations.  Giving as much information as possible in the early stages will ensure a smooth process throughout the move.

Managing Your Listings

We understand that things change, or you might forget something. You can edit your listing at any time by simply logging into your App-A-Van account, selecting the listing you want to change and clicking the ‘Edit my Listing’ button’. Don’t forget to save your changes before leaving the page.

You can cancel you listing at any time. Simply log into your App-A-Van account and click the ‘Cancel my listing’ button, you will then be prompted to confirm that you are sure you want to remove this listing.
All cancelled listings will be archived for 90 days, if you want to re-activate your listing you can do so by reopening it from the archived list and clicking the ‘reactive my listing’ button.
If you do not accept any bids within 30 days of listing, it will automatically expire and drop into your archive list where you will be able to reactivate it for another 90 days.

Accepting a Bid

Once you are satisfied you have found the right Transport Provider for you, just click the ‘Accept Bid’ button on that bid. Do not forget if you have any concerns or need any assistance, you can contact the App A Van Customer Support Team on+44 (0)203 966 8535 who will be happy to help. Once the bid is accepted, you will be asked to pay a small £25 deposit, the remaining balance has to be paid 7 days before the collection day. This payment will be held on your App A Van account until the job is complete successfully.

Once you have chosen your preferred transport provider and accepted their quote, you will be guided to check out through our App-A-Van secure payment system. You will be required to pay a small deposit of just £25/€25 to secure your booking at this time. However, if your collection date is within 7 days of booking your will be required to make the payment in full at this time.
Deposit payments can be made using the following payment methods, PayPal, Stripe, GoCardless and Bank Transfer.

The full balance is due 7 days before your collection date. A payment reminder will be sent to you by an email. Full balance payments can be made using the following payment methods: Stripe, GoCardless, and Bank Transfer. All payments are secured and protected with App-A-Van, the transport provider will not receive payment until your goods are delivered, and the job is complete.

You will be able to contact your chosen Transport Provider after paying your deposit in the same way you did prior to booking. You can continue to discuss the details of your move and to confirm collection and delivery dates and times via the App-A-Van messaging and communication system.
It is up to the customer and Transport Provider to confirm these details and arrangements between themselves.

All communication will take place via the App-A-Van messaging and communication system. This will ensure that all correspondence is recorded should it need to be referred to at any time.
App-A-Van cannot be responsible for any issues that may arise if they have been negotiated via other communication methods and are not supported by our system.
If you are experiencing any problems communicating with your chosen Transport Provider, please contact our App-A-Van support team who will help to resolve this for you.
Remember the Transport Provider is not paid until your goods have been delivered and the shipment is complete, therefore your payment is always protected by our App-A-Van platform.

To ensure that we provide a reliable and secure platform for our App-A-Van community, we ask each of our customers to provide an honest and fair review. To leave your feedback please log into your App-A-Van account and click the ‘Leave Feedback’ button. Here you will be able to leave a positive, neutral or negative feedback together with any comments.

As part of our strict verification process, our Transport Providers are required to provide the details of their insurance cover. It is a minimum requirement that all Transport Providers hold Goods in Transit Insurance. Our Transport Providers need to disclose their level of insurance within their App-A-Van profile page. Please also feel free to ask them any questions you may have about insurance before accepting their bid.

If you accept a bid, your listing will automatically expire so that no more Transport Providers can place bids. You can also cancel your listing at any time. Simply log into your App A Van account and click the ‘Cancel my listing’ button, then confirm that you are sure you want to remove the listing.