Terms and Conditions

These terms outline the agreement between Red Rose Removals (“we”, “us”, “our”) and you (“the customer”) regarding moving, packing, storage, and related services.

1. General

“We”, “our” or “us” refers to Red Rose Removals. “You” or “your” refers to the individual or business booking our services. “Goods” are your items we move, pack or store. These terms govern all services provided by us and may only be changed through written agreement. Some clauses include limitations to our liability, especially those covering loss or damage. We hold Goods in Transit insurance up to £10,000. If your belongings exceed this value, we advise arranging additional coverage.

2. Estimates and Bookings

2.1 While we aim to arrive at the agreed time, unforeseen circumstances like traffic or weather may cause delays. We will keep in touch with updates.
2.2 Estimates are valid for 30 days and depend on availability.
2.3 Unless explicitly stated, all estimates are non-fixed and may change based on actual time taken.
2.4 All services are subject to a 2-hour minimum. After that, time is charged in half-hour blocks.
2.5 If additional items or services are required, notify us as early as possible. A revised quote will be issued if needed.
2.6 Where our quote conflicts with these terms, the quote will take precedence.
2.7 Extra charges may apply if:

Goods need to be moved beyond ground/first floors.
We supply extra services not originally included.
Access is restricted or unsuitable for our vans.
Parking fines arise from unarranged suspensions.
Delays outside our control affect job duration.
Services are required on weekends or public holidays.

3. Exclusions from Standard Work

Unless pre-arranged, we do not:

Dismantle furniture (unless simple/flat-pack and agreed).
Disconnect or reconnect appliances.
Move heavy garden equipment, flooring, curtains, loft items, hazardous materials, or delicate electronics.
Handle fragile, custom, antique, or high-value items without prior discussion.

Where agreed, we may:

Disassemble basic flat-pack furniture (e.g. IKEA), but not specialist pieces.
Disconnect standard appliances at your risk—functionality on reconnection is not guaranteed.

4. Your Responsibilities

You agree to:

Be present or have a representative during all stages of the move.
Empty and defrost fridges/freezers.
Ensure all appliances and garden tools are clean and dry.
Choose correct van size, time, and manpower when booking.
Treat staff respectfully. Verbal or physical abuse ends the job with no refund.
Arrange suitable parking, permits or suspensions in advance.
Provide accurate contact details during the job.

5. Items We Will Not Transport

We will not move:

Explosives, flammable materials, firearms, or illegal items.
Cash, jewellery, watches, alcohol, or other high-value small items.
Perishables, plants, pets, or anything requiring temperature control.
Items that pose a safety risk or are prohibited by insurance.

We may inspect or refuse to move goods that breach these terms. Any associated disposal costs will be passed to you.

6. Our Responsibility

We will handle your goods with care and deliver them in the same condition as received. If we pack items for you, we’ll ensure they’re protected, but you must report damage before our team leaves by completing the job form.

7. Ownership Confirmation

By booking, you confirm:

You own the goods, or have permission from the owner.
You accept responsibility for any claims if this is untrue.

8. Cancellation or Rescheduling

Free changes require at least 2 working days’ notice.
Same-day or next-day cancellations may not be refunded.
Delayed payments may incur a 100% surcharge.
We reserve the right to reschedule or cancel jobs when necessary.

9. Payments

All payments are due in advance unless agreed otherwise.
We accept card payments via our website.
Late payments may incur interest at 4% above Bank of England base rate.

10. Liability for Loss or Damage

If goods are lost or damaged and we are responsible:

Compensation will reflect current value or repair cost.
If part of a set is damaged, we are liable only for the item affected.
Our liability will never exceed the declared or insured value.

11. Property Damage (Not Goods)

We are only liable for damage to premises if caused by proven negligence and only for repairing the affected area. If you instruct us to move items in a way we advise against, we are not responsible for resulting damage.

12. When We Are Not Liable

We are not responsible for:

Acts of God, terrorism, war, fire, or natural disaster.
Fragile or owner-packed items unless visibly damaged by our team.
Loss of high-risk goods like jewellery, cash, or data.
Damage due to poor structure (e.g. particle board furniture).
Mechanical failure of appliances with no external damage.

13. Timeframe for Claims

All claims must be made on the job completion form before the driver leaves.
Any requests after this time may not be considered.

14. Delays in Transit

We are not liable for delays caused by factors outside our control. If we can’t deliver, goods will be stored at your cost until delivery is possible.

15. Right to Retain Goods

If payments are outstanding, we reserve the right to hold or dispose of goods until the balance is cleared. Storage and admin fees will apply.

16. Subcontracting

We may assign jobs to trusted subcontractors where needed. All terms will remain applicable.

17. Routes and Load Sharing

We choose the route and method of transport and may carry goods for other customers in the same vehicle unless otherwise agreed.

18. Legal Jurisdiction

This agreement is governed by the laws of the United Kingdom.

19. Contact & Correspondence

You must provide us with a valid contact address. If unreachable, we may publish notices in public listings or newspapers as a last resort.

20. Inventory or Receipt

Any inventory we provide will be deemed accurate unless disputed within 10 days of receipt.

21. Storage Fees

Storage rates may change. We will notify you at least 3 months in advance.

22. Disposal for Non-Payment

We may sell or dispose of stored goods if payments are overdue after proper notice. Costs of disposal will be billed to you. Any surplus funds will be returned after deductions.

23. Ending the Agreement

You may cancel your storage agreement with 10 working days’ notice. We may end the contract with 3 months’ notice unless payments are overdue, in which case earlier termination may occur.

Terms and conditions