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Terms and Conditions
25 October 2026These Terms apply to every user of the VanLink platform: Customers, Drivers, Businesses, Logistics operators and Administrators. They describe how the marketplace works, how payments and payouts are handled, how safety and verification are enforced, and what each party is responsible for. They are drafted to be compatible with applicable law across jurisdictions, and nothing in them is intended to override any mandatory consumer-protection right you may have where you live.
1. Acceptance of These Terms
These Terms and Conditions (the “Terms”) govern your access to and use of the VanLink platform, including the website at vanlink.app, the customer portal, the driver portal, the business portal, the logistics portal, the administration portal (collectively, the “Platform”), and any mobile application derived from it. VanLink is an online marketplace that connects customers who need goods transported (“Customers”) with independent, third-party transport providers (“Drivers”).
By creating an account, logging in, booking a job, accepting a job, browsing available jobs, or otherwise interacting with the Platform, you confirm that you have read, understood and agree to be bound by these Terms and by any policies referenced within them, including the Prohibited Items Policy and the VanLink Manual. If you do not agree, you must not use the Platform.
If you are entering into these Terms on behalf of a company or other legal entity, you represent that you have the authority to bind that entity and, where used in these Terms, “you” refers to both you as an individual and that entity.
2. The Nature of VanLink
VanLink is a technology intermediary. It provides discovery, booking, payment, tracking and support tooling, but it is not a carrier, a freight forwarder, a storage provider, a mover, a baillee or a party to the transport contract between a Customer and a Driver.
The contract for the provision of the transport service is formed directly between the Customer and the Driver who accepts the job. VanLink facilitates that contract but is not a party to it. Drivers are independent contractors. They are not employees, agents, workers or representatives of VanLink.
VanLink does not guarantee that any job will be accepted by a Driver, that a Driver will arrive within any particular timeframe, or that the transport service will be completed without incident. The Platform provides matching, pricing, payment and communication infrastructure to help the parties transact safely.
3. Eligibility and Account Registration
You must be at least 18 years of age (or the age of legal majority in your jurisdiction) to create an account. By registering, you represent that you are of legal age and have the capacity to enter into these Terms.
You may register using an email and password or through a supported third-party authentication provider such as Google or Apple Sign-In. You are responsible for maintaining the confidentiality of your credentials and for all activity that occurs under your account. You must notify VanLink immediately of any unauthorised use of your account.
Customers, Drivers, Businesses and Logistics operators each register through the appropriate account type. Roles carry different permissions and obligations as described in these Terms and in the VanLink Manual.
4. Driver Verification, Onboarding and Eligibility
Before a Driver may accept paid jobs on the Platform, the Driver must complete the onboarding process and satisfy mandatory verification requirements, which include identity verification, document review and a mandatory selfie photograph. The mandatory selfie is required for the safety of our users and other drivers.
A Driver who has not satisfied these verification requirements cannot become marketplace-eligible. A Driver who is pending, suspended or rejected by VanLink cannot appear as online or available to customers, cannot bid on or accept jobs and cannot become the authoritative driver of a job. These restrictions are enforced by the backend and cannot be bypassed by manipulating the application interface.
VanLink may, at its discretion, require additional verification, refuse an application, suspend a Driver or revoke marketplace eligibility at any time where reasonably necessary to protect the safety or integrity of the Platform.
5. Booking, Pricing and the Marketplace
A Customer books a transport job by entering the collection and delivery locations (which may include multiple stops), the items and number of helpers requested, and the Customer’s budget. New scheduled bookings have no 25% scheduled service charge. Selected helper costs are included in the displayed total. Same-day bookings retain their existing 35% bonus on the budget plus helpers. The existing driver/platform commission is unchanged. The Customer can review the breakdown and total before confirming a new booking; previously confirmed bookings retain their agreed pricing.
The total displayed to the Customer at checkout is the budget inclusive of all fees. There is no separate price breakdown required at the point of booking; the displayed total is the amount charged. VanLink does not offer an “instant match” pricing mode; all jobs are priced using the Customer’s budget.
Once payment is captured, the job is published to eligible Drivers. Driver coverage is a square centred on current GPS: up to 15 × 15 km (225 km²) for standard drivers and up to 60 × 60 km for VLV Pro. Selected smaller squares are respected; outside-coverage jobs may also be shown with a flag. Drivers may choose to bid by offering a different price or may accept the listed budget directly.
Helpers may be requested in addition to the Driver. A single additional helper applies a 15% helper bonus and a second helper applies a 20% helper bonus. These bonuses are calculated on the base budget and shown to the Customer in the final total.
6. Job Assignment and the Authoritative Lifecycle
Each transport job follows a defined lifecycle, from creation through to completion. The authoritative state of every job is stored and enforced by the VanLink backend. The Customer, Driver, Business, Logistics and Admin interfaces each present the same underlying state; no interface may disagree about the status of the same job.
Only one Driver may become the authoritative driver of a single-driver job. Where two Drivers attempt to accept the same job simultaneously, the backend resolves the assignment and only one Driver is recorded. The other Driver is notified that the job is no longer available.
The Platform reserves the right to present the job to additional Drivers if it remains unaccepted, and to reassign the job in accordance with Section 7 if a Driver releases it.
7. Driver Cancellation and Reassignment
A Driver who has accepted a job may release or cancel their assignment before collection. Releasing an assignment does not, by itself, cancel the Customer’s underlying booking. The job is returned to the marketplace and made available to other eligible Drivers.
The Customer’s booking remains alive and the Customer is not automatically refunded. A Driver who releases an assignment after accepting it may be subject to a reliability impact in accordance with Section 9.
A Driver who has collected the goods (‘In Transit’) may not release the job unilaterally; doing so may be treated as an abandonment of the transport service and may result in suspension and liability for the costs of completing or returning the delivery.
8. Collection PIN
Each Customer is assigned a permanent 4-digit Collection PIN. The same PIN is used for all of that Customer’s jobs. The Driver must enter the correct PIN to confirm collection and progress the job from the pickup phase to the in-transit phase.
The PIN does not require the Driver to be within 200 metres of the pickup location. The Driver may click “Arrived on Site” regardless of distance. However, the job cannot progress past collection without the correct PIN being verified by the backend.
Because the PIN is a permanent 4-digit code, the backend enforces server-side rate limiting and temporary lockout after repeated incorrect attempts. A successful verification clears the relevant attempt state. Administrators retain an emergency reset capability, and lockout activity is logged for audit and security purposes.
Where GPS is unavailable due to poor reception or lack of connectivity, the Driver may still proceed using the PIN. The Platform recommends that Customers share their PIN directly with their Driver where reception is unreliable. Knowing a Customer’s permanent PIN does not authorise any other Driver to manipulate that Customer’s other jobs; PIN verification requires that the requesting Driver is the currently assigned driver of the correct job.
9. Driver Reliability and Tiers
VanLink tracks Driver reliability based on completed jobs, cancellations after acceptance, lateness and other operational signals. Drivers are grouped into tiers (for example, Bronze, Silver, Gold) which may affect the platform fee retained by VanLink and the visibility of the Driver in the marketplace.
Tier discounts displayed in the payout information reflect the reduction applied to the platform fee for that Driver’s tier. A Driver’s reliability rating is visible in the Driver settings and is considered in matching.
Repeated cancellations after acceptance, or abandonment of an in-transit job, may result in tier reduction, suspension of marketplace eligibility or permanent removal from the Platform.
10. Payments
Customer payments are processed through a regulated third-party payment service provider. VanLink does not hold or move Customer card details. The payment provider, its rules, chargebacks and refund windows are governed by the agreement between the Customer and the provider.
The Platform is responsible for collecting the correct amount from the Customer, applying the platform fee, allocating the Driver’s earnings to the Driver’s wallet and releasing the payout. A successful message in the interface is not, by itself, proof of payment; the financial record in the ledger is authoritative.
A Customer is charged exactly once per booking. Where a duplicate charge appears to occur, the Customer should contact support immediately so that the payment can be reconciled against the ledger and any duplicate reversed.
11. Driver Payouts
Driver earnings are credited to the Driver’s wallet after job completion. The Driver may request a payout of available wallet funds. Payouts are executed through a regulated third-party payout provider.
The Platform does not simulate payouts in the production environment. Where the payout provider is unreachable, times out or returns an error, the payout is not marked as completed. Ambiguous payout states — where the request may or may not have been received by the provider — are held as ‘ambiguous’ and reconciled using the original provider reference before any refund or retry is permitted. A Driver may not submit a duplicate withdrawal for funds held in an ambiguous state.
Duplicate payout requests and duplicate provider webhooks are handled idempotently. No withdrawal is completed twice for the same funds and no refund is issued twice for the same payout.
12. VLV Subscriptions
VanLink offers optional subscriptions branded VLV and VLV Pro, which provide benefits to Customers and Drivers such as reduced fees, priority matching and additional features. Subscriptions are billed through the payment provider’s recurring billing facility.
Entitlements are determined by the backend based on active subscription state. A subscription flag present only in the application interface does not, by itself, confer entitlement. Benefits continue only while the subscription is active and may be revoked if the subscription lapses or is cancelled.
13. Customer and Driver Communication
Customers and Drivers may communicate through the in-app messaging and quick-message features. Messages are associated with a specific job and with the authorised participants of that job. A Driver from another job or an unauthorised user cannot access the messages of a job to which they are not assigned.
Messages are retained for up to 30 days after the job is completed or cancelled. After the retention period, messages are removed. Call-driver and call-user features are deprecated in favour of in-app messaging.
14. GPS, Tracking and Live Share
Drivers share their live location while on an active job. Location is pinged from the Driver device to the backend and made available to the Customer, the assigned Business or Logistics operator (where applicable) and the administration map. Drivers may stop sharing location by going offline.
Customers may share their live job view with third parties through a time-limited, token-based Live Share link. The link is revocable and expires automatically. Live Share does not expose the Driver’s personal contact details.
Stale GPS, invalid location data and offline Drivers are handled gracefully. The Platform does not infer a Driver’s location where no recent ping is available.
15. Prohibited Items
You must not use the Platform to transport items that are illegal, dangerous, restricted or prohibited in the jurisdiction of collection or delivery. The full list of prohibited and restricted items is set out in the Prohibited Items Policy, which forms part of these Terms.
Customers are responsible for accurately describing the items to be transported. Drivers may refuse to collect items that, on inspection, appear to be prohibited or that were materially misdescribed at booking.
16. Cancellation by the Customer
A Customer may cancel a booking before a Driver has been assigned, in which case the Platform will process a refund in accordance with the fee logic. Once a Driver has been assigned and has begun travelling to the pickup, cancellation may attract a fee to compensate the Driver for the journey already undertaken.
A Customer may not cancel a job once the goods have been collected and the job is in transit, other than by direct agreement with the Driver.
17. Administration and Suspension
VanLink administrators may cancel a job, override a price split, approve or reject verifications, approve or reject Driver photo edits, broadcast messages and manage support tickets. Administrative actions are recorded in the audit trail.
VanLink may suspend or terminate any account that breaches these Terms, that creates a risk to safety, that attempts to circumvent verification, that manipulates the payment or payout system, or that engages in fraud or abuse of the Platform.
18. Dispute Resolution
The Customer and Driver contract for the transport service directly between themselves. VanLink provides support tooling, an AI support assistant and human ticket management to assist with disputes, but VanLink is not a party to the transport contract and is not liable for the performance of the transport service.
Where a dispute arises, the parties should first attempt to resolve it through the Platform’s support channels. VanLink may, at its discretion, assist with mediation, offer a refund from the platform fee, or facilitate the provision of a Dispute Evidence Pack.
19. Disclaimers
The Platform is provided on an “as is” and “as available” basis. To the maximum extent permitted by applicable law, VanLink excludes all warranties, conditions and representations, whether express, implied, statutory or otherwise, in relation to the Platform, the transport service and the conduct of Drivers or Customers.
VanLink does not warrant that the Platform will be uninterrupted, error-free, secure or that any job will be completed. Where the law does not allow the exclusion of certain warranties, the scope and duration of those warranties is limited to the minimum required by law.
20. Limitation of Liability
To the maximum extent permitted by applicable law, VanLink, its officers, employees and affiliates shall not be liable for any indirect, incidental, special, consequential or punitive damages, or for any loss of profits, revenue, data or goodwill, arising out of or in connection with the Platform or a transport service.
Where the law does not allow the exclusion of liability for certain losses (for example, liability for death or personal injury caused by negligence, or liability that cannot be excluded under mandatory consumer protection law), that liability is not excluded by this clause.
In jurisdictions where a monetary cap on liability is permitted and enforceable, VanLink’s aggregate liability under or in connection with these Terms shall be limited to the amount of fees paid by you to VanLink in respect of the job giving rise to the claim, or, if greater, the minimum amount required by law.
21. Compliance With Laws
You agree to comply with all applicable laws and regulations in connection with your use of the Platform, including laws relating to transport, licensing, vehicle insurance, road traffic, consumer protection, data protection and privacy, anti-bribery, sanctions, export controls and the transport of controlled or restricted goods.
Drivers are responsible for holding the licences, permits, insurance and qualifications required to perform the transport service in the jurisdictions in which they operate. VanLink does not provide legal, tax or regulatory advice.
22. Data Protection and Privacy
VanLink processes personal data in accordance with its Privacy Notice. You acknowledge that the Platform processes personal data, including location data, identity documents, selfie photographs, banking details and communication content, for the purposes of providing the marketplace, verifying identity, facilitating payments, ensuring safety and complying with legal obligations.
Where the General Data Protection Regulation (GDPR), the UK GDPR, the California Consumer Privacy Act (CCPA) or any equivalent data protection law applies, you have rights in relation to your personal data, including the right of access, rectification, erasure, restriction, objection and portability, subject to applicable exceptions. These rights may be exercised through the Platform’s support channels.
23. Intellectual Property
All intellectual property rights in the Platform, including the VanLink name, logo, brand, software, design, content and documentation, are owned by VanLink or its licensors. You may not copy, modify, distribute or create derivative works from the Platform except as expressly permitted by these Terms.
Drivers and Customers retain ownership of the content they submit (for example, item photographs and messages) and grant VanLink a licence to use that content solely for the purpose of operating, securing and improving the Platform.
24. Modifications to These Terms
VanLink may update these Terms from time to time. Where a change is material, VanLink will notify active users through the Platform. Continued use of the Platform after a change takes effect constitutes acceptance of the updated Terms.
The version date at the top of this document indicates the date on which these Terms were last revised.
25. Termination
VanLink may terminate or suspend your access to the Platform at any time, with or without cause, including where you breach these Terms or where your continued use creates a risk to the Platform, its users or third parties. Upon termination, your right to use the Platform ceases immediately.
Provisions that by their nature should survive termination (including the disclaimers, limitation of liability, intellectual property and the obligation to pay amounts owed) shall continue in effect.
26. Governing Law
These Terms and any dispute arising out of or in connection with them shall be governed by the laws applicable to the jurisdiction in which VanLink is established, without giving effect to any conflict-of-laws principle that would require the application of the laws of another jurisdiction.
Where mandatory consumer protection law in your jurisdiction of residence gives you rights that cannot be excluded or limited by contract, those rights remain available to you, and nothing in these Terms is intended to override them.
27. Contact
If you have any questions about these Terms, the Prohibited Items Policy or the VanLink Manual, or if you wish to exercise any legal right in relation to your personal data, you may contact VanLink through the in-app support channels or by raising a support ticket from any portal.
VanLink aims to respond to support requests within a reasonable time, which may vary based on the nature and urgency of the request.
These Terms and Conditions form a single agreement with the Prohibited Items Policy and the VanLink Manual. By using the Platform you agree to all three. Effective 25 October 2026. VanLink is a technology intermediary and is not a party to any transport contract formed between a Customer and a Driver.