Help centre
Clear answers about quotes, Luton vans, packing, stairs, payments, address details, cancellations, claims, London moves and UK-wide removals.
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The booking flow is designed to show the proper move total before payment, then collect the date, arrival time, route addresses and payment choice. These answers explain the details customers usually ask about before confirming a move.
Your quote is calculated from the number of full-size Luton vans, movers, booked hours, route mileage, stairs or lifts, extra stops, congestion-zone status, VAT and any selected service such as pack and move.
A proper move price depends on the full job, not only an hourly rate. The quote form shows the total including the main factors before you choose a deposit or full payment.
Yes. The confirmed rate basis shows the total including VAT so customers can see the full online booking amount clearly.
The route mileage fee is based on the travel distance between the move addresses. It is shown as a separate line so the route cost is clear.
The congestion zone fee is added when the route includes an address inside the London Congestion Charge zone.
Every booking uses full-size 3.5T Luton vans. Men With Van prices by the number of vans needed, not by charging extra for a larger van type.
Each Luton van can be booked with the suitable number of movers for the job. Larger moves can use multiple vans and a larger crew.
Use the quote guide and van size calculator to estimate the likely volume. If the list is uncertain, share the item details clearly before the move.
Sometimes one van with two trips can work, especially for shorter routes. Longer routes or tight access may be better with extra vans so the move does not run late.
Your booking is confirmed when the required online payment is completed and the confirmation email is sent.
Yes. The booking flow lets you choose a 25% deposit or full payment online. If a deposit is selected, the remaining standard balance is payable on completion.
Online payments are handled through a secure payment form inside the website booking flow. Men With Van does not see or store full card numbers.
The payment statement should be configured so customers can recognise the Men With Van payment, subject to card issuer display rules.
The remaining standard balance is payable on completion. Any overtime after booked hours is also payable on completion by cash, card or bank transfer.
Yes. After the quote, the booking asks for the full pickup address, extra-stop addresses where relevant, and the final delivery address.
Extra stops are included in the route order. You complete the address for each extra stop, then the final delivery address comes last.
Yes. Stairs can affect time, lifting work and crew planning. If there are no stairs, the quote can show no stairs involved in the move.
No. If there is a working lift that the crew can use safely, the stair fee should not be charged for that address.
Customers should arrange parking, loading bay access, permits, concierge approval, lift bookings and building rules before moving day.
Yes. Men With Van is London-based and covers surrounding areas, England and UK-wide routes from London.
Pack and move service means the team can bring complimentary packing materials for agreed items, pack what needs packing, then move the goods.
A walkthrough video helps the team see the rooms, furniture, items to pack and access, so they can arrive with suitable materials and prepare properly.
No. It is optional. If you do not have it ready, you can complete the booking and send it later by WhatsApp if pack and move service has been selected.
Furniture dismantling and reassembly can be included where suitable. Some items are dismantled enough for safe access rather than stripped down fully.
Each van carries at least 25 removal blankets for larger items. The crew also plans loading order and handling to reduce avoidable movement in transit.
Movers are insured up to £50,000 goods in transit and up to £1 million public liability, subject to policy wording, exclusions, excesses and insurer decisions.
Make sure small items are boxed unless packing service is booked, keep important documents with you, confirm parking, label rooms where helpful and keep walkways clear.
Overtime after booked hours is charged at the overtime rate shown during booking and payable on completion.
Changes and cancellations should be requested as early as possible and at least 24 hours before the booked arrival time. Short-notice changes depend on availability and may affect the deposit.
Any loss, damage or property issue should be reported in writing with photos and details within 24 hours of completion, or as soon as possible and no later than 48 hours where 24 hours is genuinely not practical.
Scratches, scuffs, dents, cosmetic marks and wear and tear are not normally covered unless the live insurance policy or applicable law requires otherwise.
Cash, jewellery, passports, personal documents, medicines, hazardous goods, illegal items, animals, perishables and high-value personal items should not be placed in the move unless specifically agreed.
Yes. Men With Van handles office removals, desks, chairs, monitors, boxes, light equipment and business moves across London and wider routes.
Next step
Start with the quote form for a full booking total, or use the van size calculator if you want to estimate how many Luton vans may be needed first.