Don't provide any detail of their atypical and strict rules in advance, seemingly just to rip you off even more. Van show up outside the time slot you specifically pay for as many other reviewers have said. Because they're trying to cram in so many bookings to maximise money for them, they're completely unreliable. When I complained about this I was told it was obvious that I should have called them again to tell them the time of my booking - they alreafy know the time it's literally the whole point of booking. Why would I be calling them several times to tell them the time I'd already booked? Especially as they don't answer the help line. Would recommend booking an individual instead - prices are the same but the service would actually be what you pay for. Customer service when you call complain (when you finally get through) that they didnt fulfill your booking is awful, patronising and with an uneseccary attitude.