Your Safety Is Our Priority
At TheVanApp, we've built safety and trust into every layer of our platform — from driver vetting to real-time monitoring.
Driver Vetting
Every driver on TheVanApp undergoes a comprehensive background check, licence verification, and in-person vehicle inspection before they are approved to take bookings. We verify identity, driving history, and criminal records.
Vehicle Standards
All vehicles operating on the TheVanApp platform must pass a roadworthiness inspection and meet our minimum vehicle standards. We check age, condition, load capacity, and safety equipment.
Insurance Coverage
All drivers are required to hold valid commercial vehicle insurance. TheVanApp also carries additional liability coverage for all bookings made through the platform.
Ratings & Reviews
After every booking, customers rate their driver. We monitor ratings continuously and take action — including suspension — when standards fall below acceptable levels.
Real-Time Monitoring
All active bookings are monitored in real time. Our operations team can intervene immediately if any issues arise during a booking.
24/7 — 7 Days a Week
Our customer support team is available 24 hours a day, 7 days a week, every day of the year. If anything goes wrong during a booking, help is always just a tap away.
Status Sharing
Customers can share their live booking status with a trusted contact, so someone always knows where you are and when your delivery is expected.
Unusual Trip Detection
Our platform automatically flags unusual trip patterns and alerts our operations team, who can intervene or contact the customer and driver directly.
Malta Regulatory Compliance
TheVanApp operates in full compliance with Malta Transport Authority regulations and all applicable Maltese law governing commercial van and logistics services.
Packaging Standards
We advise all customers to properly package fragile or valuable items before booking. Our drivers follow strict handling protocols to minimise the risk of damage during transit.
Secure Payments
All payments are processed securely through the app. No cash changes hands between customers and drivers, reducing risk and ensuring full transaction transparency.
Incident Reporting
Customers and drivers can report any safety concern directly through the app. All reports are reviewed by our safety team within 24 hours and acted upon promptly.
Our Safety Commitment
TheVanApp is committed to maintaining the highest standards of safety for both customers and drivers. We continuously review and improve our safety procedures in line with industry best practices and regulatory requirements in Malta.
All drivers must agree to and comply with our Driver Partner Service Rules, which set out the standards of conduct, vehicle maintenance, and customer interaction expected of every driver on the platform.
Customers are also expected to comply with our Customer Code of Conduct, which ensures a safe and respectful environment for drivers and other users of the platform.
If you have any safety concerns or wish to report an incident, please contact our safety team at [email protected] or call us at +356 7707 2071.