Customer Code of Conduct

This Customer Code of Conduct ("Code") sets out the standards of behaviour expected of all customers using the TheVanApp platform. It applies to all interactions with drivers, TheVanApp staff, and other users of the Platform.

By using the Platform, you agree to comply with this Code. Violations of this Code may result in the suspension or termination of your account.

All customers must treat drivers and TheVanApp staff with respect and courtesy at all times. This includes:

Using polite and professional language in all communications. Refraining from any form of verbal abuse, harassment, or intimidation. Respecting drivers' personal space and not engaging in unwanted physical contact. Not making discriminatory remarks or engaging in discriminatory behaviour based on race, gender, religion, nationality, disability, or any other protected characteristic.

Customers must provide accurate and complete information when making a booking, including:

Accurate pickup and drop-off addresses. Accurate description of items to be transported, including size, weight, and any special handling requirements. Disclosure of any items that may require special handling or that are subject to restrictions. Accurate contact information so the driver can reach you if needed.

Providing false or misleading information when making a booking is a serious violation of this Code and our Terms & Conditions.

Customers must not attempt to transport any prohibited items as listed in our Prohibited Items policy. Attempting to transport prohibited items is a serious violation that may result in immediate account termination and referral to the relevant authorities.

Customers must not engage in any illegal activity through the Platform, including but not limited to using the Platform to transport stolen goods, drugs, or other illegal items.

Customers are expected to be ready at the pickup location at the agreed booking time. If you are running late, please notify the driver through the app as soon as possible.

Repeated no-shows or late cancellations may result in restrictions on your ability to make future bookings.

Customers must not damage, deface, or misuse the driver's vehicle. Any damage caused by a customer to a driver's vehicle will be the customer's responsibility and may result in a claim for compensation.

Customers must not smoke, consume alcohol, or use illegal substances in or near the driver's vehicle.

If you experience any issues with a booking or a driver's conduct, please report it through the app or contact our support team at [email protected]. We take all reports seriously and will investigate promptly.

False or malicious reports are a violation of this Code and may result in account suspension.

Violations of this Code may result in:

A formal warning. Temporary suspension of your account. Permanent termination of your account. Legal action where appropriate. Reporting to relevant authorities where illegal activity is involved.

The severity of the consequence will depend on the nature and seriousness of the violation. TheVanApp reserves the right to take any action it deems appropriate in response to a violation of this Code.