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Moving Terms & Conditions

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1. The terms "we", "us", "our", "company", "mover", and "movers" refer to PHOENIX MOVING SERVICES.

2. The term "you", "customer", and "client" refers to:
   (i) you individually,
   (ii) any other person for whom you are legally authorized to act,
   (iii) any other person who is legally authorized to act for you, in connection with the movement and/or storage of your household goods and personal effects ("goods").

3. The term "PBO" stands for "packed by owner", referring to anything that was packed/boxed/wrapped not by our company but by the customer.
   Booking with our company forms the basis of a legal agreement between "you" and "us" as outlined below.

Company Policies

1. The customer or their representative must be present during the start of the move and final "walkthrough". For hourly rate services, our time runs continuously until all of your service needs are completely satisfied, our tools and equipment are back in our vehicle(s), and payment is completed. We accept cash, money orders, company checks, credit/debit cards (3% processing fee on all electronic payments). WE DO NOT ACCEPT PERSONAL CHECKS UNDER ANY CIRCUMSTANCES.

2. For all moves, you must pay the booking deposit with a credit/debit card. The remaining balance due must be paid at the completion of your job before we leave the premises. Any damages must be noted on our damage report during the final "walk-through" and pictures must be taken with our company camera before we leave the job.

3. We only move empty aquariums (empty of water and creatures such as lizards, turtles, and snakes).

4. We do NOT move waterbeds.

5. If the move requires work beyond the original order for services, we reserve the right to fulfill other obligations before completing additional work.

6. Company reserves the right to reschedule the move at an agreed-upon time, without liability of any kind, if there is inclement weather (rain, snow, ice, etc.). This is for the safety of the moving crews and our valued clients and their belongings.

7. Company is not liable in the event of a mechanical breakdown while on charter and will only be responsible for making up lost time at a mutually agreed date.

8. We reserve the right to send extra men to complete a job if the job exceeds what was described in the original phone assessment or if the job is running beyond 8 hours. The customer will be charged accordingly.

9. We reserve the right to limit our workday to 12 hours.

10. Our movers will move your pianos, appliances, and items over 300 lbs if it can be done safely.

11. We do not move large upright pianos up or down stairs. If the piano has lightweight legs (usually the front), we will not be responsible if they will not go back on if we take them off.

12. Company will not take a truck off pavement or on steep grades unless deemed safe by the crew or approved by the office. We will not drive a truck over freshly graveled driveways. Time spent positioning the vehicle(s) or time lost due to vehicles getting stuck will be at the customer's expense.

13. We try to be as flexible as we can with scheduling. If we send a crew to your location and you cancel the move, the base fee will be charged to you based on the number of men and distance traveled.

14. Our company will not do anything we feel is unsafe.

15. Our company will not work in unfloored attics. Ceiling damage and personal injury may result. Company assumes no responsibility for ceilings.

16. You may move your own glass, porcelain, ceramics, etc., yourself. If you wish, we will move them carefully, but we will not be responsible for breakage or resulting damage to improperly customer-packed fragile items.

17. For safety reasons, small children and pets must be kept out of the work area.

18. We reserve the right to refuse service if we arrive at a job location and find that other service providers such as painters, carpenters, roofers, locksmiths, etc., are working at the dwelling. This is not a safe scenario for relocation services.

19. Our company will not be responsible for damage caused by non-routine moving, including but not limited to: standing pieces on end, sharp turns, overcrowded work areas, difficult stairways, snags, sharp edges, handing over balconies, tight squeezes, and damage caused by weather. You will be asked to sign a waiver if we agree to attempt a move we deem unsafe or unreasonable.

20. Our company will not move any flammables or hazardous materials due to safety laws and regulations.

21. When moving household items, our company has found deterioration occurs due to age, heat, and dry rotting. Mattresses lump and disfigure upon disturbance, and lamp shades, lamp bases, and wiring also become brittle and rotten.

22. We will not repair or replace particle board/simulated wood products/ready-to-assemble furniture if damaged by our services. These items have poor structural integrity and are excluded from any and all moving insurance coverage.

23. All deposits or booking fees are non-refundable. If you need to cancel services or reschedule, we will honor your deposit for up to 3 months.

24. We reserve the right to refuse to perform work without justifying our refusal. In the event that the customer inaccurately or inadequately informs us of the work required, we will retain any deposits that have already been paid.

25. We reserve the right to refuse work if our movers arrive and find the working conditions to be hazardous to their health or safety.

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Limits of Liability

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1. Our liability for lost or damaged items is limited to $.60 per pound per article (maximum of 167 lbs) unless additional insurance has been purchased by the customer.

2. We are not responsible for articles left behind in vehicles. At the completion of the move, you will be asked to do a final "walk-through" with your crew chief.

3. The condition of any item(s) boxed by the customer (PBO/packed by owner) is not insured by our company and is the responsibility of the customer.

4. We shall not be responsible for the working condition of electronic equipment, grandfather clocks, or any other piece of mechanical/electrical equipment (MCU/mechanical condition unknown).

5. Liability is limited to $50.00 for damage to floors, walls, doors, and painted surfaces.

6. We will not be responsible for damage caused by non-routine moving.

7. We shall not be responsible for loss or damage to valuables, including but not limited to: money, jewelry, electronics, documents, art, etc.

8. We are not responsible for damage resulting from the deterioration of household items.

9. We shall not be responsible for damage to glass, porcelain, or ceramic items unless specially packaged by the customer.

10. We are not responsible for pets or for any damage caused to pets.

11. We may use dollies or hand trucks to facilitate the removal or placement of appliances, and damage to soft floors (such as indentation or scuff marks) is not our responsibility.

12. We are not responsible for damage to waterbeds or any subsequent damage.

13. We are not responsible for damage to items requiring special instructions if the customer fails to provide them.

14. We assume no liability for any items placed in the customer's own vehicle or rented equipment.

15. We will not repair or replace pressed board or simulated wood furniture.

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Customer’s Rights & Responsibilities

Your Rights:

1. You have the right to view your completed packing or loading prior to the movers departing from the job site.

2. You have the right to an experienced and competent moving and packing crew.

3. You have the right to basic moving equipment on every move site.

4. You have the right to list any items damaged on-site on the work order for a damage claim.

5. You have the right to request a claim form and submit a claim for items damaged on-site.

 

Your Responsibilities:

1. It is the customer's responsibility to prep and protect carpets, wood floors, doorways, and similar property.

2. It is the customer's responsibility to provide enough furniture pads for the job.

3. It is the customer's responsibility to provide enough space for our movers to work with.

4. It is the customer's responsibility to ensure access to job sites, including parking permits, reserved elevators, and HOA approval.

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How to Submit a Claim

All claims must be submitted in writing within 90 days of your move date. Damage must be reported on the work order prior to our crew’s departure. Click the link below and fill out the contact form to request a claim form.

Cancellation & Reschedule Policies

1. Standard Order Cancellation: Cancel 48 hours in advance to avoid a $150 cancellation fee.

2. “Hold” Status – Short Term Cancel: Cancel your order and reschedule within 12 months without penalty.

3. Same Day Cancellation: If a crew is confirmed, no refund will be provided if canceled.

 

Need to Reschedule?
We will reschedule reservations subject to time and date availability. If personnel has been dispatched, a $150 “No Show Fee” applies. If your plans change, we can place your reservation on hold status.

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