anyvan.es

Horrible experience with legally untenable refund policy

I am writing this to provide a factual account of my extremely bad experience with Listing 9292532 (Seville to Brussels) to genuinely warn others about the risks of using this platform.1. The "Sales" Phase vs. The "Support" PhaseInitially, Thomas W. from AnyVan provided proactive support to ensure the booking was completed and the £450 (€515) deposit was paid. However, the moment the transaction was processed, this level of service vanished. My subsequent emails regarding the service failure were largely ignored. There was no attempt to support me in finding a solution and all reactions immediately went into redirecting me to customer care.2. The Breach of ContractFive days before my scheduled move, the service provider Aleksandr J. (AnySizeR) cancelled the collection via telephone on a Sunday, citing simply that his "plans had changed." Despite this being a unilateral breach of the agreed-upon service, AnyVan made zero effort to identify an alternative supplier at the originally agreed-upon price. When I attempted to relist on their platform, quotes jumped by over €1,000 on top of the original price due to the short notice that came as a direct result of their providers last minute cancelation.3. The Legally Untenable Refund PolicyWhen I requested a refund of my deposit for a service that was never rendered, AnyVan issued a response that appears to flagrantly disregard basic consumer protection laws (such as the UK Consumer Rights Act and EU equivalents regarding unfair contract terms). The costumer care ignored my emails and eventually stated via WhatsApp:"The deposit paid upon acceptance of a bid is non-refundable... the deposit policy applies regardless of any changes made by the supplier after payment. Therefore, we are unable to issue a refund. This decision is final... any legal escalation will be reviewed in the context of the agreed Terms and Conditions, under which the deposit remains non-refundable."In plain terms: AnyVan claims the right to keep your money even if their “vetted” drivers simply decide not to show up. The deposit is, I believe, always 1/3 of the total price which in some cases (like mine) can mean that you are spending hundreds of Euros with no certainty on whether the services will actually be provided.4. Manipulated Rating EcosystemAnyVan maintains high ratings because their system is designed to hide failures. When a provider like AnySizeR (Aleksandr J.) cancels a booking, the platform's architecture makes it impossible for the customer to leave a review against that specific driver. This allows unreliable contractors to maintain 5-star profiles while leaving a trail of stranded customers in their wake. You must dig significantly deeper than the front page to find the reality of costumer experiences (on other websites) and once you do you will find a lot of horror stories that are similar to mine. Their choice to ruin their reputation over 500 EUR shows how short-sited the company thinks.This post serves as a public warning: absolutely avoid booking via AnyVan, because your deposit is not a guarantee of service and you will possibly lose money for no services rendered; it is a sunk cost that AnyVan will fight to keep, regardless of whether a single box is moved, and regardless of the reputational damage they inflict on themselves. Their attempt of hiding this in their Terms of Reference does not change the fact that their policy is a clear violation of basic consumer protection rights and I will surely escalate this using legal services.

Date of experience: Mar 03, 2026