Website Policies

1. Arrival Window Policy

Our standard arrival window is between 8 AM – 12 PM or 12 PM – 4 PM, depending on your location and schedule confirmation.
Please note that traffic, loading dock restrictions, or building elevator access may impact our arrival time.

Exceptions:

  • If a building or HOA limits elevator access or dock use, delays may occur.

  • Customers will be informed immediately if such situations arise.

We always strive to arrive within the confirmed window and communicate updates promptly.

2. Refund / Cancellation Policy (48-Hour Rule)

Cancellations made 48 hours or more before the scheduled service date are eligible for a full refund of the deposit or prepayment.

Cancellations made within 48 hours of the scheduled service date are non-refundable as crew and vehicle resources are already allocated.

For rescheduling, please contact us at least 48 hours in advance to avoid cancellation fees.

3. Insurance & Valuation Policy

Every move includes Basic Coverage at no additional cost, which covers up to $0.60 per pound per item.

Customers may request Full Value Protection for an additional fee prior to the move date.

Proof of building or HOA insurance can be provided upon request. Please notify us at least 48 hours before your scheduled move if such documentation is required.

4. Damage Claim Workflow

In the unlikely event of any damage, customers must

  • Notify our team within 48 hours of service completion.

  • Submit clear photos of the damaged items.

  • Include a brief description and the job reference number.

Once received:

  • Our Claims Department reviews the submission within 3 business days.

  • If approved, compensation or repair arrangements will be initiated within 7 days.

Claims not submitted within the 48-hour window may not be eligible for review.

5. Dispute / Damage Photo Instructions

Please submit all dispute or damage photos via our Claim Form (linked on the website).

Photo Requirements:

  • Show the full item and the damaged area clearly.

  • Include a photo of the item tag or model number (if applicable).

  • Attach up to 5 photos per item.

Submission Timeline:

  • Photos must be submitted within 48 hours of service completion.

6. HOA / Building Insurance Proof Request Script

When your building or HOA requests proof of insurance, please use this script when contacting our team:

“Hello, my building requires a Certificate of Insurance for my move scheduled on [date].
Please issue it to [building name/address].”

Our team will issue and send the document directly to the building management within 24 hours.