Clear terms.
No surprises.

These Terms explain the basis on which RedRoute Removals 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. [VAT STATUS TO BE CONFIRMED] — we will not state whether prices include VAT until this has been confirmed.

Your quotation will state how long it remains valid. [QUOTE VALIDITY PERIOD TO BE CONFIRMED]

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

Please tell us about anything that could affect access, including parking restrictions, permits, narrow roads, stairs, lift availability, long carrying distances, restricted loading areas, low clearances, or any other difficult access. [PARKING PERMIT RESPONSIBILITY TO BE CONFIRMED]

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

Waiting time may only be chargeable where the delay is outside our reasonable control — for example keys not being available, the property not being ready, access being unavailable, restrictions that weren't disclosed to us, or nobody being present at the agreed time.

Waiting charge: [TO BE CONFIRMED]. Free waiting allowance: [TO BE CONFIRMED]. Any waiting-charge structure that applies to your move will be disclosed before booking.

06 — Cancellations and rescheduling

If you need to cancel or reschedule your move, please contact us as soon as possible. Any cancellation or rescheduling charge will be explained before booking and will be reasonable in light of the notice given, costs we've already incurred, and any loss we can't reasonably avoid. We will take reasonable steps to reduce any loss caused by a cancellation, including rebooking the reserved time where we're able to.

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.

Our cancellation policy, once confirmed, will be set out here on a sliding scale:

• More than [X] days before your move: [POLICY TO BE CONFIRMED]
• Between [X] and [Y] days before your move: [POLICY TO BE CONFIRMED]
• Less than [X] hours/days before your move: [POLICY TO BE CONFIRMED]
• Same-day cancellation or no-show: [POLICY TO BE CONFIRMED]

[LEGAL REVIEW REQUIRED — confirm whether and how the cancellation-right exemption in the Consumer Contracts Regulations 2013 for transport of goods on a specific date (regulation 28(1)(h)) applies to RedRoute's services, and whether a statutory 14-day cooling-off period applies to any part of the booking process. This point should not be assumed either way without legal review.]

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.

Deposit: [TO BE CONFIRMED]. Balance due: [TO BE CONFIRMED]. Payment methods: [TO BE CONFIRMED].

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

We cannot transport illegal goods, explosives, flammable liquids, dangerous chemicals, gas cylinders, toxic materials, controlled substances, stolen property, or hazardous waste. Weapons can only be moved where lawfully and specifically agreed in advance. Cash, jewellery, precious stones, important documents, live animals and perishable items generally need to travel with you rather than in the van — please ask us if you're unsure. [OWNER TO CONFIRM FINAL PROHIBITED ITEM LIST]

If undeclared prohibited goods are found, we may 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 will perform our services with reasonable care and skill. We maintain insurance appropriate to our removals activities; the applicable limits, exclusions and conditions depend on the relevant policy and booking.

• Goods in Transit: [POLICY / LIMIT TO BE CONFIRMED]
• Public Liability: [POLICY / LIMIT TO BE CONFIRMED]
• Employers’ Liability (if applicable): [TO BE CONFIRMED]
• Excess: [TO BE CONFIRMED]

Nothing in these Terms excludes or limits liability where it would be unlawful to do so. In particular, we do not exclude or limit liability for death or personal injury caused by our negligence, for fraud or fraudulent misrepresentation, for your statutory rights as a consumer, or for any other liability that cannot legally be excluded. We are not including a financial liability cap until our insurance position and this section have been reviewed with our insurer and a solicitor. [LIABILITY CAP TO BE REVIEWED WITH INSURER / SOLICITOR]

15 — Claims

If you believe an item has been lost or damaged, or property has been damaged during your move, please contact us as soon as reasonably possible. It helps if you can provide your booking reference, a description of the damage or loss, photographs, item details, and evidence of value where reasonably available. Prompt notification helps us investigate, but nothing in this section removes any legal rights you may have. [CLAIMS PROCEDURE / INSURER REQUIREMENTS TO BE CONFIRMED]

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. [CONFIRM WHETHER GROUPAGE / SHARED LOADS ARE USED] — we won't imply your move has dedicated, direct transport unless that's actually how it will run.

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 this section affects any mandatory protections or rights available to you under applicable law, including where you live elsewhere in the UK. [SOLICITOR TO CONFIRM UK-WIDE JURISDICTION WORDING] — we do not state that every dispute must be brought exclusively in London courts.

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're unhappy with our service, please contact us so we can investigate. Complaints: [COMPLAINTS EMAIL TO BE CONFIRMED]. We aim to acknowledge your complaint within [TO BE CONFIRMED] and provide a full response within [TO BE CONFIRMED]. Using our complaints procedure does not affect your statutory rights.

Legal / business details still required

This page is a working draft. The following business decisions and confirmations are still needed before it can be treated as final — none of them have been guessed or invented above:

• Company number and registered office
• VAT status
• Quote validity period
• Deposit amount and balance due date
• Accepted payment methods
• Cancellation charge scale
• Rescheduling policy and any fee
• Waiting-time rate and free allowance
• Parking permit responsibility
• Final prohibited/restricted items list
• Goods in Transit insurance details
• Public Liability insurance details
• Employers’ Liability insurance, if applicable
• Insurance excess
• Liability cap (to be set only once reviewed with insurer/solicitor)
• Claims procedure and any insurer requirements
• Complaints email and response-time targets
• Groupage / shared-load policy for long-distance moves
• Legal review of the Consumer Contracts Regulations 2013, regulation 28(1)(h), and its application to RedRoute's services

This is a draft for business implementation. It must be reviewed against RedRoute's actual operating procedures, insurance policy and current UK law before publication, and should not be treated as solicitor-approved or as a guarantee of legal compliance.