Customer Service Agreement
Effective Date: September 1, 2026
1. Services
Botanic Buddy Movers LLC (“BBM”) provides specialized transportation and relocation services for live houseplants, including preparation, stabilization, handling, transport, and placement assistance. Services are customized based on the scope, complexity, and logistical needs of each move and may vary depending on the selected service level, including Transport, Transport + Care, and White-Glove Plant Moving.
BBM provides transportation-related services only and does not assume responsibility for ongoing plant care, maintenance, watering, fertilization, pest management, diagnosis, treatment, or long-term plant health unless expressly agreed in writing.
2. Nature of Services and Inherent Plant Risk
Customer acknowledges that houseplants are living organisms whose condition may be affected by transportation, environmental changes, acclimation, handling, pre-existing health conditions, and other biological or environmental factors outside BBM’s reasonable control. Even when handled with reasonable care, certain plants may experience stress, leaf drop, cosmetic changes, delayed deterioration, or other changes associated with relocation.
Customer acknowledges that relocation may affect plants differently depending on species, maturity, environmental conditions, prior care history, and other factors outside BBM’s knowledge or control.
Unless expressly agreed in writing, BBM does not provide licensed horticultural, arborist, landscaping, pest remediation, or plant medical services.
3. Service Level and Included Handling Limitation
BBM offers multiple service levels designed to accommodate varying plant collections, handling complexities, and relocation needs. Service levels may include differing degrees of preparation, stabilization, transport support, consultation, placement assistance, and operational planning depending on the nature of the move.
While service levels may vary in scope and handling approach, all services remain subject to the limitations and exclusions set forth in this Agreement.
The selected service level reflects the degree of operational support, preparation, stabilization, and placement assistance provided during the move and does not eliminate the inherent risks associated with transporting living plants. The following handling limitations apply based on the selected service level:
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Transport
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Per-Plant Limitation: Liability limited to $150 per plant
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Maximum Aggregate Liability Per Move: Maximum total liability of $750 per job
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Transport + Care
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Per-Plant Limitation: Liability limited to $200 per plant
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Maximum Aggregate Liability Per Move: Maximum total liability of $1,000 per job
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White-Glove Plant Moving
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Per-Plant Limitation: Liability limited to $300 per plant
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Maximum Aggregate Liability Per Move: Maximum total liability of $1,500 per job
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The liability limitations set forth herein apply regardless of the legal theory asserted, including contract, tort, negligence, gross negligence to the fullest extent permitted by law, bailment, statute, or otherwise.
In all circumstances, BBM’s total liability shall not exceed the applicable aggregate limitation associated with the selected service level, regardless of the number of plants involved or the claimed replacement, market, collector, sentimental, emotional, or consequential value.
4. Liability Exclusions
BBM shall not be responsible for damage, decline, deterioration, or loss resulting from pre-existing plant conditions, transplant shock, environmental stress, acclimation issues, temperature fluctuations, humidity changes, pest activity, disease, mold, fungi, watering issues, latent structural instability, or other biological, environmental, or horticultural conditions not directly caused by BBM’s negligence or willful misconduct.
Customer acknowledges that minor cosmetic changes may naturally occur during transportation and handling, including leaf drop, soil displacement, minor branch movement, superficial scuffing of containers, or other aesthetic changes that do not materially impair overall plant viability. Such changes shall not constitute compensable damage under this Agreement.
BBM does not guarantee plant survival before, during, or after transport. BBM shall not be liable for plant death, decline, delayed deterioration, loss of vigor, failure to recover, failure to flower, failure to fruit, or any other biological outcome occurring after transport, regardless of when such condition becomes apparent.
Unless separately declared in writing prior to service, decorative containers, planters, pottery, ceramic vessels, artwork, collector containers, or similar accessories shall be valued solely as ordinary household plant containers and shall not be subject to special valuation.
BBM assumes no responsibility for the adequacy, structural integrity, suitability, or failure of customer-provided pots, containers, planters, saucers, stands, stakes, trellises, supports, grow lights, shelving, decorative elements, or packing materials.
BBM shall not be liable for delays, damages, or losses arising from circumstances beyond its reasonable control, including weather conditions, traffic conditions, building restrictions, elevator limitations, acts of third parties, access limitations, vehicle breakdowns, mechanical failures, road closures, law enforcement activity, civil disturbances, utility failures, labor disruptions, or other unforeseen transportation delays.
BBM cannot guarantee maintenance of any specific temperature, humidity level, light exposure, or environmental condition throughout the relocation process. Temporary fluctuations in such conditions shall not constitute compensable damage.
Where BBM recommends stabilization, securing, pruning, staking, repotting, wrapping, boxing, or other protective measures and Customer declines such recommendation, BBM shall not be liable for resulting damage attributable to the declined protective measure.
BBM shall not be liable for indirect, incidental, consequential, special, sentimental, collector, or punitive damages arising out of or related to the services provided under this Agreement.
5. Customer Responsibilities
Customer agrees to provide accurate and complete information regarding plant types, sizes, container conditions, fragility, and any known pre-existing issues that may affect transport. Customer shall also ensure safe and reasonable access to all pickup and delivery locations, including access to elevators, stairways, parking areas, and building entry points.
Customer represents that all plants presented for transport are legally owned or possessed by Customer and are free from known quarantine restrictions, government transport restrictions, or active pest infestations that have not been disclosed to BBM.
BBM shall not be responsible for damage arising from customer-performed packing, customer-supplied containers or materials, unstable plant structures, pre-existing root instability, or other conditions not created by BBM.
Customer shall disclose any plant with an estimated replacement or fair market value exceeding $500 prior to service. Failure to disclose such value shall constitute acceptance that any recovery remains subject to the applicable service-tier limitations regardless of actual value.
Customer authorizes BBM to document plant condition through photographs, video, written notes, and inventory records before, during, and after transport for operational, quality-control, and claims-handling purposes.
Customer is responsible for identifying and disclosing any known site hazards, including unstable flooring, unsafe stairways, restricted access points, or other conditions that may affect safe performance of services.
6. Deposit and Payment Terms
A non-refundable deposit is required to confirm booking and reserve a service window. Deposit amounts may vary depending on the selected service level, project scope, consultation requirements, and operational complexity of the move. Remaining balances are due upon completion of services unless otherwise agreed in writing by BBM.
All deposits are earned upon receipt and compensate BBM for reserving scheduling capacity and operational resources.
BBM reserves the right to require additional deposits or revised pricing where the scope, complexity, or conditions of the move materially differ from the information originally provided by Customer.
7. Cancellation Policy
Cancellations made forty-eight (48) or more hours before the scheduled service date shall receive a refund of amounts paid, less any applicable deposit. Cancellations made fewer than forty-eight (48) hours before the scheduled service date shall result in forfeiture of the deposit. Cancellations made fewer than twenty-four (24) hours before the scheduled service date, or same-day cancellations, may result in the full-service fee being charged.
Rescheduling requests may be accommodated subject to availability and may require payment of additional fees if operational resources have already been allocated to the project.
8. Claims Process
Customer shall inspect all plants promptly upon completion of services and notify BBM in writing of any alleged damage within forty-eight (48) hours of service completion. Claims must include supporting documentation, including photographs and any other information reasonably requested by BBM during the claims review process.
Failure to provide written notice within forty-eight (48) hours shall constitute a complete waiver of the claim to the fullest extent permitted by law.
BBM reserves the right to inspect, document, and evaluate any alleged damage before resolving or paying any claim. Any approved claim shall remain subject to the handling limitations, exclusions, and liability caps set forth in this Agreement.
Claims relating to delayed deterioration, transplant shock, acclimation stress, biological decline, watering issues, environmental sensitivity, or other post-transport health outcomes are not compensable claims.
BBM reserves the right, at its sole discretion, to repair, replace, reimburse, or otherwise resolve any approved claim consistent with the limitations of this Agreement.
9. Limitation of Liability and Disclaimer of Warranties
BBM’s liability is limited solely to direct physical damage caused by BBM’s negligent handling and does not extend to plant death, delayed deterioration, transplant shock, acclimation stress, environmental sensitivity, disease, pest activity, watering issues, loss of vigor, or any other biological outcome occurring before, during, or after transport.
To the fullest extent permitted by law, BBM disclaims all express or implied warranties relating to future plant condition and shall not be liable for indirect, incidental, consequential, sentimental, collector, special, or punitive damages arising out of or related to the services provided under this Agreement.
10. Placement Assistance
Placement assistance is provided solely as a convenience. BBM does not warrant the suitability of any placement location and Customer retains responsibility for all post-delivery care and environmental decisions.
11. Exclusive Remedy
Customer agrees that the remedies set forth in this Agreement constitute Customer's sole and exclusive remedy against BBM arising from the services provided.
12. Insurance and Liability Limits
BBM maintains commercial insurance for its business operations; however, such insurance does not alter, expand, waive, or replace the liability limitations contained in this Agreement. Customer acknowledges that BBM’s liability remains limited exclusively by the terms of this Agreement regardless of the existence or amount of any insurance available to BBM.
Customer acknowledges that BBM’s insurance is maintained for BBM’s benefit and shall not create any independent rights in favor of Customer beyond those expressly provided in this Agreement.
13. Assumption of Inherent Risk
Customer acknowledges and accepts that the transportation and relocation of living plants inherently involves certain risks, including stress, cosmetic change, delayed deterioration, and environmental sensitivity, even where reasonable care is exercised. By engaging BBM’s services, Customer voluntarily assumes such inherent risks associated with plant relocation including risks that may not become apparent until days or weeks after transport.
14. Governing Law
This Agreement is governed by the laws of the District of Columbia.
Any dispute arising under this Agreement shall be brought exclusively in the state or federal courts located in the District of Columbia, and the parties consent to the personal jurisdiction of such courts.
15. Contact Information
If you have questions regarding this Customer Service Agreement or the services provided by Botanic Buddy Movers, please contact us at:
Botanic Buddy Movers, LLC
Email: hello@botanicbuddymovers.com
Phone: 202-417-7852
Website: www.botanicbuddymovers.com