Clear terms.
No surprises.

These Terms explain the basis on which RedRoute Removals (REDROUTE REMOVALS LTD, Company No. 17497973) provides quotations and removals services. Requesting a quotation does not create a binding contract. When you confirm a booking with us, you agree to these Terms.

These Terms are intended primarily for individuals booking removals for personal purposes. Different terms may apply where services are purchased wholly or mainly for business purposes — for example office relocations booked by a company.

01 — Quotes and estimates

Your quote is based on the information you give us, including property type, the collection and delivery addresses, access at both properties, the number and volume of items, distance, the number of stops, your moving date, any additional services you've asked for, and any special or heavy items you've told us about.

A quote may only be revised where the actual job differs materially from the information you supplied — for example significantly more items than declared, undisclosed stairs or restricted access, additional stops, extra labour or vehicle capacity, services you add after booking, or waiting time caused by you. Where reasonably possible, we will explain the reason and amount of any additional charge before carrying out the additional work.

Mandatory charges that can reasonably be calculated in advance will be included in your quotation. RedRoute Removals Ltd is not currently registered for VAT. VAT is therefore not added to our prices unless expressly stated otherwise. If our VAT status changes before your booking is confirmed, we will tell you before the contract is made.

Unless the quotation itself states otherwise, a quotation we give you is valid for 14 calendar days from the date it is issued.

02 — Bookings

A quote request is not a booking. A booking is confirmed only once: we have agreed the scope of work with you; the moving date has been agreed; you have accepted the quote and these Terms; any required deposit or advance payment has been received; and we have issued written booking confirmation, capable of being saved by you (for example, by email).

Until written booking confirmation has been sent, availability and dates are not guaranteed.

Your booking confirmation will set out (or clearly link to) the agreed service, addresses, moving date, price or pricing method, deposit/payment status, our cancellation and rescheduling rules, these Terms, and how to contact us.

03 — Your responsibilities

Please make sure that you:

• give us accurate addresses and accurate information about the items being moved
• disclose access details — floors, stairs, lifts, parking restrictions and any other limitations
• tell us about special or unusually heavy items in advance
• point out fragile items so our crew can take appropriate care
• have items packed and ready at the agreed time, unless you've booked our packing service
• make sure you or an authorised representative is present at collection and delivery
• confirm that the goods being moved belong to you, or that you have the authority to have them moved
• follow any reasonable safety instructions given by our crew on the day

You are not responsible for loss or damage caused by our own negligence.

04 — Access and parking

You must tell us in advance about any parking restrictions, permits, controlled parking zones, access restrictions, narrow roads, low clearances, stairs, lack of a lift, long carrying distances or any other circumstances that could affect the service.

Unless otherwise agreed in writing, you are responsible for arranging any parking or access permits that are needed.

Reasonable costs for parking, toll roads, tunnels, ferries, road-charging zones or special access may be added to the final price if they were not included in the original quotation. Where possible, we will tell you about such costs in advance.

We don't automatically pass on every parking cost. We distinguish between legitimate parking or access costs agreed as part of your move, costs caused by access information you gave us being inaccurate, and any fine caused by our own unlawful parking (which is our responsibility, not yours). Any additional parking or access charge will be fair and explained to you.

05 — Waiting time

The first 30 minutes of unavoidable waiting are free of charge.

After that, waiting time may be charged at the agreed hourly rate for the booked crew and vehicle, pro rata to the actual waiting time.

Waiting charges only apply where the delay is caused by circumstances outside our reasonable control — for example no access, no keys, the property not being ready, a delay on your part, or other unforeseen circumstances we were not told about in advance.

06 — Cancellations and rescheduling

If you wish to cancel a confirmed booking, please tell us as early as possible.

If the cancellation is made:

• more than 7 calendar days before the planned moving date — no cancellation charge applies, except for reasonable non-refundable third-party costs we have already incurred;
• between 3 and 7 calendar days before the move — a charge of up to 25% of the agreed booking price may apply;
• between 24 and 72 hours before the move — a charge of up to 50% of the agreed booking price may apply;
• less than 24 hours before the move, on the moving day, or in the event of a no-show — a charge of up to 100% of the agreed booking price may apply, taking into account the costs we have actually saved and whether we can reuse the reserved time.

Any cancellation charge must be reasonable and reflect the actual or expected loss to RedRoute Removals Ltd.

If you need to reschedule your move, please contact us as early as possible. Any rescheduling charge will be explained to you in advance and will be reasonable in light of the notice given and the costs we have already incurred.

If we cancel your booking through no fault of yours and can't offer a reasonable alternative, we will refund any payments made for services that weren't provided.

Nothing in these Terms limits your statutory rights as a consumer, including rights that cannot be excluded or limited by contract.

Whether any statutory cancellation period applies depends on the nature of the service, how the contract was made and the date for which the service is booked. Where such a right applies, it operates in accordance with UK law, including the Consumer Contracts Regulations 2013.

07 — Payment terms

Your quotation and booking confirmation will state the total price (or how it's calculated), any deposit required, when the balance is due, and accepted payment methods. Optional additional services are only ever added where you agree to them, and we will not add undisclosed mandatory fees after your booking has been confirmed.

A deposit of 20% of the agreed service price may be required to confirm your booking, unless your quotation or booking confirmation states otherwise.

The balance is payable once the service has been completed, unless a different payment date has been agreed in writing in advance.

Accepted payment methods will be stated in your quotation, invoice or booking confirmation.

We do not add new mandatory charges after your booking has been confirmed without a reasonable justification and, where possible, telling you in advance.

08 — Additional charges

Additional charges may only apply where the work differs materially from the agreed scope — for example materially more goods, additional stops, extra labour or vehicle capacity, storage you request, access conditions that weren't disclosed, additional services you agree to, or avoidable waiting time caused by you. Where reasonably possible, we will explain and agree the additional cost with you before carrying out the extra work.

09 — Packing services

Where you book our packing service, we will use suitable packing materials and carry out the packing with reasonable care and skill.

Where you pack your own items, you're responsible for using suitable packing materials and methods. We may not be responsible for damage that results directly from inadequate customer packing, provided the damage wasn't caused or contributed to by our own failure to exercise reasonable care and skill.

10 — Fragile and valuable items

Please tell us in advance about fragile items, antiques, artwork, high-value or sentimental items, pianos, safes, unusually heavy items, and anything irreplaceable. Some of these items may need additional packing, specialist handling, additional insurance, or advance agreement before we can move them — we can't promise every such item is automatically covered without discussing it with you first.

11 — Prohibited and hazardous items

Unless expressly agreed in writing in advance, we do not transport:

• illegal goods or property;
• explosives;
• firearms or ammunition;
• fuel and flammable liquids;
• gas cylinders;
• asbestos;
• corrosive, toxic or hazardous chemicals;
• paints, solvents and other hazardous liquids;
• clinical or biological waste;
• controlled drugs;
• stolen property;
• damaged or leaking batteries;
• live animals;
• perishable food, unless otherwise agreed;
• cash;
• jewellery;
• precious stones;
• important original documents;
• other items of exceptionally high value without prior written agreement.

If you are unsure whether we can move a particular item, please tell us before your booking is confirmed.

If undeclared prohibited or hazardous items are discovered during the job, we have the right to refuse to move them. We won't dispose of your property without a proper legal basis for doing so.

12 — Dismantling and assembly

Where agreed in advance, we can dismantle and reassemble furniture as part of your move — please let us know which items need this at the time of booking. Some furniture may not be suitable for dismantling or reassembly, so please point out anything specialist or fragile. This work is carried out with reasonable care and skill, and nothing in this section excludes our liability for our own negligence.

13 — Delays

We aim to meet agreed collection and delivery times, but delays may occasionally arise because of traffic, road closures, severe weather, access issues or other circumstances outside our reasonable control. If a material delay occurs, we will keep you informed and take reasonable steps to minimise disruption. This does not exclude our liability for delay in every circumstance.

14 — Liability and insurance

We provide our services with reasonable care and skill.

RedRoute Removals Ltd maintains insurance appropriate to the nature of our business. The specific limits, exclusions, excess and terms of cover are set by the applicable insurance policies.

Relevant insurance may include:

• Goods in Transit insurance — limit: in accordance with the current insurance policy;
• Public Liability insurance — limit: in accordance with the current insurance policy;
• Employers’ Liability insurance, where applicable.

Excess: in accordance with the current insurance policy. Specific insurance limits and excess are provided in line with the current insurance documentation.

Nothing in these Terms excludes or limits liability where such exclusion or limitation is prohibited by law, including liability for death or personal injury caused by negligence, for fraud, or any other liability that the law does not allow to be excluded.

15 — Claims

If you believe property was lost or damaged while we were providing the service, please tell us as soon as possible after you discover the problem.

Where possible, please provide:

• your booking reference;
• a description of the lost or damaged item;
• photographs of the damage;
• proof of value or purchase, if available;
• any other information needed to consider the claim.

We will acknowledge your claim within 2 working days and aim to give you a substantive response within 14 working days.

If the claim is to be handled by an insurer, the notification deadlines and other requirements of the relevant insurance policy may also apply.

Nothing in this section removes your statutory rights.

16 — Missed access

If our crew can't gain access to either property at the agreed time, through no fault of ours, additional charges may apply — but only for the actual additional time or cost reasonably incurred, calculated under the agreed pricing structure. We don't apply an automatic punitive charge.

17 — Long-distance moves

For long-distance and UK-wide moves, timing may depend on traffic, distance, road conditions, legal driving/rest requirements, weather, the agreed route, and any tolls or ferries required. We will agree reasonable collection and delivery windows with you in advance.

If a long-distance move reasonably requires additional costs for overnight stays, parking, toll roads, tunnels, ferries or other route-related costs, these may be added to the price only where justified by the nature of the work. Where practicable, such costs will be agreed with you in advance.

18 — Information you provide

We rely on the accuracy of the information you give us — addresses, access details, item lists and dates — to calculate your price, allocate the right vehicle and crew, estimate timing, and plan access. If inaccurate information leads to additional reasonable cost, any resulting charge will only be applied in line with the Additional Charges section above.

19 — Changes to your booking

If your requirements change after booking — a new date, more items, different addresses, additional stops or services — please let us know as early as possible. Any change is subject to availability, and the price will only be revised where objectively justified by the revised scope. We don't have an unrestricted right to alter your booking unilaterally.

20 — Events outside our reasonable control

We will not be responsible for delay or failure caused by events genuinely outside our reasonable control — for example severe weather, major accidents, road closures, government restrictions, or civil emergencies. If this happens, we will contact you as soon as reasonably possible, take reasonable steps to minimise disruption, and discuss alternative arrangements where possible. This section does not apply to circumstances we could reasonably have prevented through proper planning or reasonable care.

21 — Governing law

These Terms are governed by the laws of England and Wales.

If you are a consumer, nothing in these Terms deprives you of the mandatory rights you have under the law of the part of the United Kingdom where you live.

Any dispute may be brought before a court with proper jurisdiction under the applicable law.

22 — Statutory rights

Nothing in these Terms affects your statutory rights as a consumer. RedRoute Removals will provide its services with reasonable care and skill in accordance with applicable consumer law, including the Consumer Rights Act 2015.

23 — Complaints

If you are unhappy with our service, please contact us so we can look into it.

Complaints can be sent to: [email protected]

We will acknowledge your complaint within 2 working days and aim to give you a full response within 14 working days.

If your complaint needs further investigation, we will keep you updated on its progress.

Using our complaints procedure does not affect your statutory rights.