Terms of Service

Last updated: 31 July 2026.

These terms govern your use of https://floretterelo.com and the basis on which Florette Relocation Sdn Bhd (“Florette”, “we”, “us”) provides quotations and relocation services. Please read them before requesting a quote or booking a move.

1. About us

Florette Relocation Sdn Bhd, Level 35-02 (East Wing), QSentral 2A, Jalan Stesen Sentral 2, Kuala Lumpur 50470, Malaysia. Contact: sales@floretterelo.com, +6 012 748 2799.

2. Use of this website

You may browse this site and use its forms to contact us. You may not attempt to gain unauthorised access to any part of it, submit automated or bulk enquiries, scrape it for commercial purposes, or use it in a way that damages or disrupts service for others. Our forms are protected by automated abuse detection.

All text, images, layout and branding on this site are owned by Florette or licensed to us. You may not reproduce substantial portions without written permission.

3. Quotations

• Prices shown anywhere on this website are indicative ranges only. They are published to help you budget and do not constitute an offer.
• A binding price is given only in a written quotation issued after a survey (in person or by video).
• Written quotations are valid for 30 days from issue unless stated otherwise on the quotation itself.
• Quotations are based on the volume, access conditions and services identified at survey. If the actual shipment is materially larger, or access differs (for example a lift is out of service, or a long carry or shuttle vehicle is needed), the price may be adjusted. We will tell you before incurring additional cost wherever practicable.

4. Booking and payment

• A booking is confirmed when you accept the quotation in writing and any required deposit is received.
• Unless your quotation says otherwise, payment is due before shipment departs for international moves, and on completion for domestic moves.
• Destination charges, duties and taxes levied by the destination country are payable by you unless the quotation expressly includes them.
• We may withhold release or delivery of goods where undisputed sums remain unpaid.

5. Cancellation and postponement

Cancellation and postponement charges reflect costs already committed on your behalf — container bookings, freight space, crew scheduling and materials. The applicable scale is set out in your written quotation. Please give us as much notice as possible; the earlier you tell us, the lower the cost tends to be.

6. Your responsibilities

• Give complete and accurate information about what is being moved, including anything of unusual value.
• Do not include prohibited items in your shipment. These include cash, jewellery and valuables (unless separately declared and agreed), firearms and ammunition, explosives, flammable or corrosive substances, illegal drugs, perishable food, plants and live animals (pets are moved separately — see our pet relocation service), and anything prohibited by the export or import rules of the countries involved.
• Ensure someone with authority is present at collection and delivery.
• Obtain any permits, visas or immigration approvals you need. We can advise, but obtaining them is your responsibility.
• Declare goods honestly to customs. We cannot assist with, and will not participate in, an inaccurate declaration.

7. Customs, inspection and delays

Shipments are subject to inspection by customs and biosecurity authorities in Malaysia and at destination. Inspections, quarantine, fumigation and any resulting charges are outside our control and are payable by you. Transit times quoted anywhere on this site or in a quotation are estimates; port congestion, vessel schedule changes, weather and customs holds can move them.

8. Insurance and liability

Transit insurance is arranged through Berjaya Insurance Berhad and the policy documents issued for your move set out exactly what is covered, the excess, and the claims procedure. Read them — they govern claims, not this page.

• Cover depends on a declared valued inventory. Items not declared may not be covered.
• We are not liable for damage to items you packed yourself, for inherent defects or normal wear, for electrical or mechanical derangement without external damage, or for loss caused by events outside our reasonable control.
• Claims must be notified in writing within the period stated in your policy documents. Notify us as soon as you become aware of loss or damage, and retain the packaging.
• Nothing in these terms excludes or limits liability where it cannot lawfully be excluded, including liability for death or personal injury caused by our negligence, or for fraud.

9. Storage

Where goods are stored with us, storage charges run from the date of intake and are billed per the agreed period. Goods remain subject to these terms and to any storage-specific conditions in your quotation. We may exercise a lien over stored goods in respect of unpaid charges.

10. Subcontractors and partners

International relocation is delivered through a network. We use destination agents, shipping lines, airlines and specialist subcontractors (for example pet relocation specialists). We select partners carefully and remain your single point of contact, but services performed by third parties may also be subject to their own terms and liability limits.

11. Complaints

If something goes wrong, contact us at sales@floretterelo.com or +6 012 748 2799. We aim to acknowledge complaints within 3 working days and to resolve them within 30 days.

12. Privacy

Our handling of personal data is described in our Privacy Policy.

13. Governing law

These terms are governed by the laws of Malaysia, and the courts of Malaysia have exclusive jurisdiction over any dispute arising from them or from services we provide.

14. Changes

We may update these terms. The version in force for your move is the version published when your booking was confirmed. The “last updated” date above shows when this page last changed.