Terms of service

TERMS Of SERVICE — RED CARPET LOGISTICS

Last updated: 29 August 2026

1. About Us

These Terms & Conditions apply to courier and delivery services provided by Red Carpet Logistics (“we”, “us”, “our”).

Red Carpet Logistics provides courier, collection and delivery services to individuals and businesses within the areas and locations agreed with the customer.

By requesting a quote, making a booking or using our services, you agree to these Terms & Conditions.

If you are booking on behalf of a business or organisation, you confirm that you have authority to accept these Terms & Conditions on its behalf.

2. Quotes and Bookings

2.1. Customers may request a quote through our website, by email, telephone or another agreed method.

2.2. A quote will be based on the information provided by the customer, including the collection address, delivery address, type and approximate size and weight of the goods, access requirements and any other relevant information.

2.3. A quote is not a confirmed booking unless we have confirmed acceptance of the booking.

2.4. Prices may need to be revised if the information provided by the customer is materially inaccurate or if circumstances change before or during the delivery.

2.5. Any additional charges will be communicated to the customer where reasonably practicable before they are incurred.

2.6. Once a booking has been accepted, the agreed price and service details will form part of the contract between the customer and Red Carpet Logistics.

3. Customer Responsibilities

The customer is responsible for:

• Providing accurate collection and delivery addresses.
• Providing accurate contact details.
• Providing accurate information about the goods.
• Ensuring the goods are properly packaged and ready for collection.
• Ensuring that the goods are suitable for transport.
• Ensuring that any necessary permissions, licences or documentation have been obtained.
• Providing safe and reasonable access to collection and delivery locations.
• Informing us of any unusual access requirements, including stairs, restricted access, parking restrictions or difficult delivery locations.

The customer must not provide information that they know, or reasonably should know, to be inaccurate or misleading.

4. Packaging and Condition of Goods

Unless specifically agreed otherwise, the customer is responsible for ensuring that goods are adequately packaged and protected for transportation.

We may refuse to collect goods that are inadequately packaged, unsafe or unsuitable for transportation.

Where appropriate, we may ask the customer to improve the packaging before collection.

We are not responsible for damage that results from inadequate or unsuitable packaging supplied by the customer, except where the damage was caused by our failure to exercise reasonable care and skill.

5. Prohibited and Restricted Goods

Customers must not ask us to transport goods that are illegal, dangerous or prohibited from carriage.

Examples may include:

• Illegal drugs or controlled substances.
• Explosives.
• Firearms or other prohibited weapons.
• Highly flammable or hazardous substances.
• Goods that are illegal to possess or transport.
• Dangerous goods that have not been properly declared and authorised for transport.
• Other goods that cannot lawfully or safely be transported by our vehicle or service.

If we reasonably believe that goods are prohibited, dangerous or unsuitable for transport, we may refuse or stop the delivery.

The customer may be responsible for any reasonable costs, losses or consequences arising from providing prohibited or incorrectly declared goods, subject to applicable law.

6. Collection

Customers must ensure that goods are ready for collection at the agreed time.

We will make reasonable efforts to arrive within the agreed collection window.

Collection and delivery times may be affected by circumstances outside our reasonable control, including traffic, road closures, weather, accidents, breakdowns and other unforeseen circumstances.

Where delays occur, we will make reasonable efforts to keep the customer informed.

7. Waiting Time and Failed Collections

The customer should ensure that someone is available to provide access to the goods at the agreed collection location.

If the courier is required to wait for an unreasonable period because the goods or customer are not ready, an additional waiting charge may apply where this has been communicated or agreed.

If a collection cannot be completed because the goods are unavailable, the address is incorrect, access is unavailable or the customer cannot be contacted, we may need to charge for reasonable costs already incurred and/or arrange a new collection.

Any cancellation or additional charge will be applied fairly and in accordance with applicable law.

8. Delivery

We will deliver the goods to the agreed delivery address using reasonable care and skill.

Where a recipient is unavailable, we may contact the customer to agree reasonable next steps.

Depending on the circumstances, this may include:

• A further delivery attempt.
• Delivery to an alternative agreed location.
• Return of the goods to the collection address.
• Holding the goods temporarily where reasonably practicable.

Additional charges may apply where additional work or mileage is required, provided those charges are reasonable and have been communicated or agreed where required.

9. Delivery Times

Any delivery time or estimated arrival time provided by Red Carpet Logistics is an estimate unless a specific delivery time has been expressly agreed as part of the booking.

We will make reasonable efforts to meet agreed collection and delivery times.

We are not responsible for delays caused by circumstances outside our reasonable control.

Nothing in these Terms & Conditions removes any statutory rights or remedies available to consumers.

10. Payment

Payment must be made using the payment method and within the timeframe agreed when the booking is confirmed.

Where payment is required in advance, the booking may not be confirmed until payment has been received.

Where payment is agreed after the service has been completed, payment must be made within the agreed payment period.

We reserve the right to recover reasonable costs associated with unpaid invoices, subject to applicable law.

11. Additional Charges

Additional charges may apply where the circumstances of the booking materially differ from the information provided when the quote was prepared.

Examples may include:

• Additional mileage.
• Significant waiting time.
• Additional collection or delivery locations.
• Goods being substantially larger or heavier than declared.
• Additional handling requirements.
• Difficult or restricted access.
• Failed collection or delivery.
• Re-delivery or return journeys.

We will communicate additional charges to the customer where reasonably practicable before they are incurred.

12. Cancellations

Customers should contact Red Carpet Logistics as soon as possible if they need to cancel a booking.

Cancellation charges, where applicable, will be reasonable and will take account of work already carried out and costs reasonably incurred as a result of the cancellation.

Where a consumer has a statutory right to cancel, nothing in these Terms & Conditions is intended to remove or restrict that right.

Where a customer asks us to begin providing a service before the expiry of any applicable statutory cancellation period, the customer may be required to pay for services already provided before cancellation, where permitted by law. 

Further information is available in our Cancellation & Refund Policy.

13. Refunds

Where a refund is due, Red Carpet Logistics will process the refund in accordance with applicable law and our Cancellation & Refund Policy.

Refunds will normally be made using the original payment method.

Nothing in these Terms & Conditions affects the customer’s statutory rights.

14. Loss or Damage

We will take reasonable care of goods while they are in our possession.

If goods are lost or damaged while being transported, the customer should notify us as soon as reasonably possible and provide the booking reference and relevant details.

We will investigate claims fairly and in accordance with these Terms & Conditions, applicable law and any applicable insurance or liability arrangements.

We will not accept responsibility for loss or damage caused by circumstances outside our reasonable control or by the customer’s failure to properly package, declare or prepare the goods, except where applicable law provides otherwise.

15. Liability

Nothing in these Terms & Conditions excludes or limits liability where doing so would be unlawful.

In particular, nothing in these Terms & Conditions excludes or limits liability for death or personal injury caused by our negligence, fraud or fraudulent misrepresentation, or any other liability that cannot legally be excluded or limited.

Where legally permitted, our liability will be limited to a reasonable amount having regard to the nature of the service, the circumstances of the loss and any applicable insurance or agreed liability arrangements.

For business customers, any specific liability limits or insurance arrangements agreed in writing may apply to the relevant booking.

We will not be liable for indirect or consequential losses where such exclusion is permitted by law.

16. Customer Claims

Customers should report any loss, damage or other issue as soon as reasonably possible.

A claim should include:

• Booking reference.
• Collection and delivery details.
• Description of the issue.
• Relevant photographs or supporting evidence where available.
• Details of the goods and their condition before transportation where relevant.

We will investigate complaints and claims fairly.

Nothing in this section prevents a consumer from exercising any statutory rights.

17. Insurance

Red Carpet Logistics maintains insurance appropriate to its business activities and services, subject to the terms, conditions, exclusions and limits of the relevant insurance policies.

Insurance does not automatically mean that every item or every type of loss is covered.

Customers should inform us before booking if goods have a high value or require specific insurance arrangements.

18. Right to Refuse a Job

We reserve the right to refuse or cancel a booking where:

• The goods are illegal or prohibited.
• The goods are unsafe to transport.
• The customer has provided materially false or misleading information.
• The vehicle or service is unsuitable for the goods.
• Completing the booking would require us to break the law.
• Circumstances arise that make the service unsafe or impractical.

Where we cancel a booking after receiving payment and the customer is entitled to a refund, the applicable amount will be refunded in accordance with our Cancellation & Refund Policy and applicable law.

19. Circumstances Outside Our Reasonable Control

We will not be responsible for delays or failures caused by circumstances outside our reasonable control.

Examples may include:

• Severe weather.
• Traffic incidents.
• Road closures.
• Accidents.
• Vehicle breakdowns.
• Emergency situations.
• Government restrictions.
• Industrial action.
• Unexpected restrictions affecting access to a collection or delivery location.

Where reasonably possible, we will notify the customer and take reasonable steps to minimise the effect of the disruption.

20. Complaints

If you are unhappy with our service, please contact us as soon as possible.

We will investigate complaints fairly and aim to resolve them as quickly as reasonably practicable.

You can contact us at:

Email: Book@redcarpetlogistics.co.uk

Business: Red Carpet Logistics

21. Privacy

Personal information provided to Red Carpet Logistics will be handled in accordance with our Privacy Policy.

Our Privacy Policy explains how we collect, use, store and protect personal information.

22. Changes to These Terms

We may update these Terms & Conditions from time to time.

The Terms & Conditions applying to a booking will generally be those provided or made available to the customer when the booking is made, unless a change is required by law or otherwise agreed with the customer.

23. Governing Law

These Terms & Conditions are governed by the laws of England and Wales, unless applicable law requires otherwise.

Any dispute will be dealt with by the courts having appropriate jurisdiction, subject to any mandatory consumer rights that apply.

24. Statutory Rights

Nothing in these Terms & Conditions is intended to remove, restrict or replace any rights that customers have under applicable UK law.

Where you are a consumer, you have legal rights in relation to services, including rights concerning reasonable care and skill. 

Where any provision of these Terms & Conditions is found to be unlawful or unenforceable, the remaining provisions will continue to apply to the extent permitted by law.

© 2026 Red Carpet Logistics. All rights reserved.