RSL Man and Van Driver Terms and Conditions
Welcome to the RSL team!
We are pleased to welcome you to the innovative RSL Man and Van platform, created to maximize your potential as a professional transportation service provider. Our mission is to ensure mutually beneficial cooperation between drivers and customers, based on flexibility, transparency, and fairness.
Unlike other services, RSL offers you unique advantages:
Full control over your rates and schedule
Three different ways to receive orders
Minimal commissions and maximum payouts
Automated system operating 24/7
RSL invests 85% of the commissions received in marketing to ensure a constant flow of customers and orders. We have created an ecosystem where you decide where and when to work, setting prices that are comfortable for you.
Please note that the RSL Man and Van platform is fully automated. You need to independently manage your orders and schedule through your personal account. This guide contains all the necessary information for successful work with our platform.
If you have questions or need clarification on any aspect of the work, our support service is always ready to help. If necessary, we can provide translations of documentation into other languages.
Contents
1.Getting Started
1.1 Account Registration
1.2 Document Verification
1.3 Profile Completion
2.Personal Account
2.1 Control Panel Overview
2.2 Profile Setup
2.3 Availability Status Management
2.4 Calendar Planning
2.5 Booking Confirmation
2.6 Consequences of Not Confirming an Order
2.7 Additional Orders through Available Jobs
2.8 Discounts
2.9 Platform Commission
2.10 Recovery Fee
2.11 Working Radius
2.12 Documents
2.13 Insurance
2.14 Liability for Damage and Job Completion Form
2.15 Receipts
3.Financial Matters
3.1 Payment System
3.2 Account Balance
3.3 Cash Orders
3.4 Refunds and Compensations
4.Insurance and Safety
4.1 Procedure for Damages
5.Rating and Reviews
5.1 Rating System
5.2 Trust Index
5.3 Reputation Management
6.Communication
6.1 Notifications
6.2 Technical Support
6.3 Feedback
7.Rules and Policies
7.1 Lateness Policy
7.2 Order Cancellations
7.3 Passenger Transportation
7.4 Animal Transportation
7.5 Environmental Zones (ULEZ)
7.6 Code of Conduct
7.7 Platform Terms of Use
8.Legal Information and Liability
8.1 Driver Status
8.2 Contract between Customer and Service Provider
8.3 Data Updates
8.4 Platform Liability Limitations
8.5 Sanctions and Blocks
8.6 Personal Data Processing
8.7 Applicable Law and Jurisdiction
1. Getting Started
1. Account Registration
Welcome to the RSL Man and Van personal account! The control panel is the main page you access after logging into the system. It provides a complete overview of your account activity, including upcoming orders and availability calendar settings. The main page also displays your insurance coverage level and trust rating, which are important indicators for customers when choosing a service provider.
1.2 Document Verification
To start working with the RSL Man and Van platform, you need to complete the verification procedure. Our system requires confirmation of all necessary documents before you begin fulfilling orders. This ensures safety and trust for both you and our customers. A complete list of required documents is available in the "Documents" section of your personal account.
1.3 Profile Completion
In the "Public Profile" section, you can effectively present your services to potential customers. We recommend uploading quality photographs of your vehicle and creating a professional description of the services you provide. Your profile should be balanced – professional, detailed, and at the same time easy to understand, to attract the maximum number of customers.
For optimal profile completion, we recommend indicating:
Type and size of your vehicle
Experience in the transportation field
Additional services you offer
Features of your service that distinguish you from competitors
2.Personal Account
2.1 Control Panel
The control panel is your main working tool in the RSL Man and Van system. Here you will find:
Upcoming and completed orders;
Availability calendar and work schedule management;
Financial section with data on income and commissions;
Documents and insurance section;
Your rating and customer reviews.
The control panel helps you effectively manage your work process, track orders, and monitor your activity on the platform. Update your data in a timely manner to avoid cancellations and penalties.
2.2 Account and Prices
You can set your rates which will be used for automatic calculation of order costs. When setting prices, consider the RSL Man and Van platform commission, which will be deducted from the total customer payment.
To remain competitive, it is recommended to regularly review your rates, taking into account demand and average market prices. You can also set up automatic rate increases during high demand periods.
If you need help determining the optimal price level, you can contact the platform support service. Also, if you offer services with multiple helpers, make sure your rates correspond to the declared level of service.
2.3 Availability Calendar
The calendar is a tool for managing your availability. You must promptly indicate when you are available for work to receive orders only at times convenient for you.
If your calendar is marked as available and you decline a confirmed booking, you will be charged a recovery fee. To avoid penalties and customer dissatisfaction, regularly update your calendar.
To change availability:
Mark days and hours when you are unavailable – they will be highlighted in red;
If you want to become available again, simply uncheck the unavailability mark.
Remember to check and adjust your calendar, especially if your schedule changes. This will help avoid order cancellations and financial sanctions.
2.4 Automatic Unavailability
If you decline a confirmed order or cancel a booking, your status will automatically change to "unavailable" until the end of the current day. This is necessary to prevent further cancellations and possible penalties.
2.5 Booking Confirmation
The system automatically sets time frames for confirming orders depending on the time remaining until the start of work:
If there are more than 24 hours until the start of work – the driver has 12 hours to confirm.
If there are between 24 and 12 hours until the start of work – the driver has 4 hours to confirm.
If there are between 12 and 4 hours until the start of work – the driver has 2 hours to confirm.
If there are between 4 and 1 hour until the start of work – contractor assignment is done manually by a manager after preliminary agreement.
2.6 Consequences of Not Confirming an Order
If a driver does not confirm an order within the specified time frames, the system will automatically transfer it to the "Available Jobs" section, and the driver will be charged a penalty of £10.
Please note that the RSL Man and Van system operates in automatic mode, and bookings are processed without employee intervention. Therefore, it is important to manage your availability in a timely manner and not to refuse orders without a valid reason.
2.7 Additional Orders through Available Jobs
In the "Available Jobs" section, you can find additional orders that have been declined by other drivers or have not yet been confirmed. This is a great opportunity to optimize your workload and increase your income.
The principle of confirming such orders is the same as in the "Bookings" section:
You see all the details of the order (time, route, payment);
If the order suits you, you click "Accept";
After confirmation, the order is automatically added to your list of active bookings.
Important: if you decline an order after accepting it, you will be charged an administrative fee, as when cancelling a regular booking.
2.8 Discounts
Drivers can participate in the discount program, which increases the chances of receiving orders. Customers can use special codes for discounts of 5%, 7%, 10%, or, in rare cases, a VIP discount of 15% for large orders.
If you decide to participate in the program, the discount will be automatically applied to your services, and its amount will be covered by the RSL Man and Van platform. This helps attract more customers and increase workload.
2.9 Platform Commission
The platform commission fee is 35% of the booking amount and is fixed for all drivers.
Commission is charged only for time booked online. If the work takes more time than initially specified in the booking, the driver is entitled to receive payment for the additional time in cash directly from the customer.
RSL Man and Van uses commission funds to promote the platform, attract new customers, and increase the flow of orders for drivers.
2.10 Recovery Fee
When cancelling a confirmed booking, a recovery fee of £10 is automatically charged to the driver. This amount covers administrative expenses associated with reassigning the order.
2.11 Working Radius
You can set a working radius in the "Van and Location" section. The radius determines how far from your current location you are willing to accept orders.
We recommend choosing a radius that corresponds to your experience and capabilities. If you are not sure which radius to set, contact the support service – we will help select the optimal parameters.
2.12 Documents
In the "Documents" section, you can upload all necessary files for verification on the platform, including:
driver's license;
vehicle documents;
valid insurance.
If you have questions or problems with uploading documents, contact the support service via chat or email.
2.13 Insurance
The RSL Man and Van insurance system provides three levels of protection depending on the documents provided:
Bronze – basic auto insurance;
Silver – auto insurance + goods in transit insurance;
Gold – auto insurance + goods in transit insurance + public liability.
Choose the level that meets your needs and make sure that the uploaded documents are up to date.
Drivers with the "Gold" level receive more orders and have a higher trust rating from customers. We recommend striving for maximum coverage when possible.
2.14 Liability for Damage and Job Completion Form
Drivers are fully responsible for the safety of the customer's property and are required to have valid insurance covering possible losses. In case of claims from the customer, s
13Insuranceettlement is carried out directly between the parties – the driver and the customer.
RSL Man and Van is a digital platform and is not responsible for losses, damages, delays, disputes, or actions of drivers. The platform can act as an intermediary exclusively in the form of providing recommendations or relaying messages between the parties, but does not participate in financial or legal disputes.
Participation in the Total Cover program (if available) is a voluntary decision of the contractor and does not exempt them from responsibility to the customer or insurance company.
We also provide templates for:
job completion form,
disclaimer for parking/damage.
It is recommended to print and keep these forms in your vehicle. If necessary, you can offer the customer to sign them upon completion of the order. This will help avoid misunderstandings and protect you in disputed situations.
2.15 Receipts
All calculations and confirmations of order completion take place in digital format. After completing the work, the customer receives electronic booking confirmation with service details.
The driver may, at their discretion, provide the customer with an electronic receipt prepared independently. Paper receipts or issuing documents on behalf of the platform are not provided.
3. Financial Matters
3.1 Payment System
All payments are made weekly to the bank account specified by the driver in their personal account. The time for funds to arrive depends on the bank but typically takes 1-2 business days after processing by the platform.
3.2 Account Balance
The driver can track their current balance and payment history in their personal account. Information about commission, active orders, bonuses, and deductions is also displayed here.
3.3 Cash Orders
If a customer pays for the service in cash, the driver is fully responsible for receiving and accounting for this amount. The platform does not track or control such operations.
When calculating in cash, the driver must comply with the agreed booking conditions. Any deviations may affect the rating and access to future orders.
3.4 Refunds and Compensations
In case of order cancellation by the customer before the start of work, the booking amount will be automatically redistributed. If the work is not completed due to the driver's fault, the amount may be returned to the customer, and compensation may be withheld from the driver.
The driver is obliged to fulfill their obligations in good faith. In case of conflict situations, the platform may contact both parties if necessary, but does not take responsibility for financial consequences or disputes between the customer and the service provider.
4. Insurance and Safety
4.1 Procedure for Damages
In case of an incident, the driver must:
immediately notify the customer and support service;
provide photo or video documentation of damages;
transmit all necessary information to their insurance company;
at the customer's request – sign a completed work act and explanatory form.
Important! Late notification or refusal to provide data may affect the driver's rating and access to orders in the future.
5.Rating and Reviews
5.1 Rating System
After completing each order, the customer has the opportunity to leave a review and rate the driver on a 5-point scale. The average rating is displayed in your profile and affects the priority of display in the system.
A high rating helps you get more orders and increases the level of customer trust. A low rating (less than 3.5) may lead to reduced visibility in the system or temporary restriction of access to orders.
5.2 Trust Index
The system has a built-in internal metric – the trust index, which is formed from the following factors:
average rating from customers;
frequency of cancellations and late arrivals;
timely confirmation of orders;
behavior and communication with customers.
The trust index is used by the platform algorithm when distributing orders. The higher the index, the more chances the driver has to receive priority and urgent orders.
5.3 Reputation Management
If you receive an unfair review, you can contact support to appeal it. We will review the situation and, if necessary, remove reviews that violate platform rules.
Regularly check your rating and reviews in your personal account. Working on your reputation is a key factor for success on the RSL Man and Van platform.
6.Communication
6.1 Notifications
You will receive automatic notifications about new orders, booking changes, and system messages. Make sure your notifications are enabled and your contact details are up to date.
6.2 Technical Support
Our support service is available via email and through chat in your personal account. We recommend seeking help when any questions arise related to orders, documentation, or system operation.
6.3 Feedback
We value your opinion. Periodically, we send short surveys to drivers to improve the platform's operation and implement new features. Your suggestions and comments help us become better.
7. Rules and Policies
7.1 Lateness Policy
Drivers are required to arrive at the loading and unloading location at the agreed time. Acceptable lateness should not exceed 15 minutes.
Regular late arrivals without notifying the customer may result in a lower rating or temporary account blocking.
7.2 Order Cancellations
If you cannot fulfill an order, it must be cancelled in the system as early as possible. Frequent or late cancellations (less than 6 hours before the start) may affect access to future orders.
7.3 Passenger Transportation
The platform is exclusively intended for property transportation. Passenger transportation is only permitted with appropriate insurance and prior approval in the order. Without meeting these conditions, passenger transportation is prohibited.
7.4 Animal Transportation
The platform does not support orders related to animal transportation. Drivers are prohibited from accepting such orders.
7.5 Environmental Zones (ULEZ)
The driver is obliged to check whether the route passes through environmental control zones (ULEZ, Congestion Charge, etc.). If necessary, the fee amount is automatically included in the order cost and paid by the customer. Penalties for non-payment are charged to the driver.
7.6 Code of Conduct
Drivers must observe professional ethics, be polite and respectful, and avoid conflict situations. The use of profanity, threats, discrimination, as well as neglect of obligations to customers, is not permitted.
7.7 Platform Terms of Use
By using the platform, the driver agrees to these terms and undertakes to comply with them. The platform may update these terms, notifying users in advance via email or personal account.
8. Legal Information and Liability
8.1 Driver Status
A driver working through the RSL Man and Van platform is an independent contractor (self-employed), not an employee of the company. These terms do not create employment, agency, or partnership relationships.
8.2 Contract between Customer and Service Provider
The platform provides only a technological means for interaction between parties. All contractual relationships, including responsibility for service performance, arise exclusively between the customer and the service provider.
8.3 Data Updates
The driver is obliged to promptly update contact details, bank details, documents, and insurance information. Failure to comply with this requirement may result in temporary blocking of access to orders.
8.4 Platform Liability Limitations
The RSL Man and Van platform is not responsible for actions, inactions, or damages caused by the driver to the customer or third parties. We do not provide guarantees for receiving orders, income, or a certain amount of work.
8.5 Sanctions and Blocks
Violation of these terms may lead to sanctions, including warning, temporary access restriction, withholding payments, or complete deactivation of the profile.
8.6 Personal Data Processing
The platform processes personal data in accordance with UK legislation, including UK GDPR. We process only data that is necessary to provide services and comply with obligations to regulators.
The driver agrees that their data, including contact information, documents, and work statistics, may be stored, processed, and transferred within the framework of the platform's operation, including external services for security, payment, and analytics. The responsibility for providing accurate information lies with the driver.
8.7 Applicable Law and Jurisdiction
These Terms are governed by and shall be construed in accordance with the laws of England and Wales. All disputes arising from or in connection with this agreement are subject to the exclusive jurisdiction of the courts located in England.
No provision of this document grants rights to third parties. The platform reserves the right to transfer its rights and obligations under this agreement without separate notification. The driver does not have the right to transfer or assign their rights without the written consent of the platform.