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Terms & Conditions

BASIC DAMAGE PROTECTION

We abide by federal tariff laws to provide basic Released Valuation coverage on all moves, the same coverage that a full service moving company must provide. This is a default coverage of up to $0.60 per pound for damage to household goods while being handled by the movers. This coverage is not insurance and is not value based.

ADDITIONAL INSURANCE OPTIONS

Full service movers are required by the Department of Transportation to provide customers with the ability to purchase additional insurance coverage's. 

  1. Homeowners and Renters Insurance: These coverage's (notably homeowners) typically will cover damage that occurs during transit. It is recommended that you speak with your insurer to confirm the details of coverage

WHAT IS NOT COVERED: EXCLUSIONS

Understanding the exclusions list will help you better prepare for your move. In addition to the list, we have also provided additional information for each item to help you understand why the items are excluded.

ANY ITEMS PACKED BY THE CUSTOMER

Items packed by owner "(PBO)" are not covered because we cannot be sure how the box, crate or bin was packed, or if it was packed correctly. Further, many boxes are used several times and their structure may not be adequate to prevent damage.

HOUSEHOLD PROPERTY SUCH AS WOOD FLOORS, CARPET, WALLS, DOORS AND SIMILAR

The customer is required to prepare and prep these items against damage. If you make arrangements with the movers to provide this service for you, then any damage to household property that was prepared by the movers will typically be covered.

PARTICLE BOARD FURNITURE

Generally cheaper items, particle board is prone to damage when moved. Think "Ikea" style furniture. These items are not covered because of the poor quality of the material and the likelihood that damage will occur even when properly handled.

ANY DAMAGE TO FURNITURE WHEN PROPER PADDING/BLANKETS WERE NOT PROVIDED (Labor only services)

As explained above, hiring professional movers is only half the battle. Furniture pads are extremely important in ensuring that your items are packed safely for transport. If you fail to provide furniture pads it is very likely that some of your items will be damaged during the move. If an adequate amount of pads are not provided by the customer during the load we will not be responsible for any damage, even while on site.

SPECIAL CARE ITEMS OR HIGH VALUE ITEMS WITHOUT PROPER PACKAGING AND PREPARATION

The best example of these items are flat screen TVs. Traditional moving companies will require you to crate these items before shipment to remove their liability in the packing phase of a full moving service. We will move these items without packaging or crating at the customer's request, however we will not insure any of these items unless they are packed and/or crated appropriately.

POOL TABLES, PIANOS, TANNING BEDS AND HIGH VALUE ITEMS

While we do move many different types of heavy items, that does not mean we specialize in them. For these items you should hire a company that specializes in the item, such as piano movers, pool table movers, gun safe movers, etc. A specialty company will have the appropriate training and equipment for these items.

VEHICLES, MOTORCYCLES, RIDING LAWN MOWERS AND SIMILAR

These are not standard household items. These items must be drained for transportation purposes and you must talk to your rep to arrange transportation before moving day.

ITEMS THE CUSTOMER HELPS WITH

Our men in blue are there to do the heavy lifting. However, If the customer wishes to assist in the movement of any item they may, However, if that item is damaged while being moved it would be exempt from coverage.

FURNITURE WHICH CANNOT BE MOVED SAFELY OR WITHOUT DAMAGE TO THE HOME

From time to time we will be asked to move furniture in/out of a home that cannot be moved without damage to the item or the property. This may be because the item is too large to fit through the doorway, hallway or stairwell but may also be a result of other situations. For example, washers and dryers typically have "feet" the jut out from the bottom. When moving a washer or dryer in a home with vinyl flooring it's nearly impossible to avoid ripping the vinyl floor. As you might imagine there are hundreds of potential scenarios that may fall into this exemption category. In a situation where we are absolutely certain damage will occur, we allow you approve the movement with a signed liability waiver. In a situation where the item may cause injury in addition to property damage it is ultimately up to the supervisor to determine how to proceed.

ITEMS THAT WE ASSEMBLE OR DISASSEMBLE

We are masters when it comes to assembly or disassembly however, we will not assume responsibility for items not assembled and/or disassembled by our men in blue. In other words, if we disassembly the item we will gladly re-assemble. But, if the item was not disassembly by our crews we cannot insure assembly because we are unaware if the structure or pieces were compromised (faulty).

ELECTRONICS SUCH AS GAMING CONSOLES, COMPUTERS, STEREOS, TABLETS, ETC

Most of these items will typically be packed by the customer which is excluded from coverage. Further, we do not assess the working condition of electronics before moving them. Therefore, we cannot know for certain whether or not the item was in working condition prior to the move.

WHAT IS COVERED

Despite the long list of exclusions and limitations, we do provide coverage for items that we knowingly, and without dispute, damage. Any item(s) damaged during the move must be claimed prior to the completion of your move. Any item(s) not claimed are not eligible for coverage. Released Valuation coverage will be provided to all items dropped or damaged on site while in the possession of our movers, assuming they do not meet any of the exclusions above.

Remember, Released Valuation covers up to $0.60 per pound per item. Factors such as condition of the item and depreciation may reduce the amount of compensation ultimately paid.

HOW TO MAKE A CLAIM

Any covered damage that occurs, while the movers are on site, must be submitted to the company that provided moving services.

  1. Make sure that the broken or damaged item(s) are listed on your receipt before the movers depart the site.

  2. Contact the moving company that provided services directly and inform them of the damage. They will advise you of their claims process and, if necessary, provide you with paperwork to be completed.

  3. Snap a picture of the item and or damages and send it to us via email to info@familymoversaz.com with your name and best contact info.

CLAIM REMEDIES

Assuming the steps above were followed correctly and the damaged item(s) are not excluded, the moving company that provided services will have the option to repair the damaged item or compensate you in accordance with Released Valuation. The option of repair versus compensation is at the sole discretion of the moving company.

REPAIR

The company may have relationships with repair companies and will have sole authority to choose the company of their choice. Although you may request your own repair estimates be aware that costs associated with estimates or repairs will not be covered unless pre-approved by the company. Requests for reimbursement for unauthorized estimates or repairs will be denied.

COMPENSATION

If the company opts for compensation instead of repair, a payment will be made to you based on the weight of the item, its condition and depreciation, up to $0.60 per pound. It is important to remember that Released Valuation is a basic coverage and will not cover the full replacement value of your damaged item(s).

DEPOSITS

Deposits are not refundable. However, a deposit can be made and issued as a credit for rescheduling a move with us. Deposit Credits are only valid for 1year. Rescheduling Moving Services must be done 3 to 4 weeks in advance in order for company credit to be issued. 

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