Listed below are the Terms of Service of Helping Hands Movers’ company policy. These guidelines help insure staff and customer safety. While we do our best to be accommodating, all work orders must abide by the rules listed below. They also help you to know what to expect on moving day.
- Prohibited Items and Services
Items that we cannot move and prohibit clients from including within a move include but are not limited to: cash and credit cards; precious metals and precious stones (jewelry); “designer” clothing, high-ticket items, expensive brand name clothing; firearms and ammunition; prescription medications, alcohol, or any illegal substances; small expensive electronic devices such as Ipads, Iphones, Android phones, laptops, etc.; Televisions or any other items that are not packaged to industry standards; sensitive documents, checkbooks, IDs, or passports; or anything living (excluding plants), antique furniture, or particleboard furniture . These items should be held with the client and moved on-person. We cannot be held responsible for these prohibited items. All items to be moved *must* be either furniture, or securely packaged boxes. All furniture to move *must* be covered with blankets and plastic. If our movers are instructed to move items that are or contain items that are on our prohibited items list or these items are left within any residence or vehicle the movers are instructed to move items to and or from during the move the client understands and agrees to Hold Harmless Helping Hands Movers and any and all persons associated with Helping Hands Movers in the event of any damage or loss. Any large appliances must be disconnected and ready for moving. We do not perform services that involve utilities such as water, electricity, or gas. These company policies exist to protect both us and you, the consumer.
2. 3-Hour Arrival Window
We usually arrive at your requested time or earlier. Unpredictable accidents and emergencies may require us to arrive up to 3 hours after your requested arrival time. This is the “Arrival Window.” We provide timely updates of our ETA as the day progresses. Though we cannot currently provide a more punctual arrival window we nearly always arrive at or before your requested time. Special arrangements can be made for moves involving freight elevators to accommodate your reservation with your building.
3. Damages
Our company provides an optional damages protection policy for any and all Full Service Moves when the client explicitly requests that we protect their furniture and damages occur, or if boxes that we pack or their contents become damaged. The client understands and agrees to Hold Harmless Helping Hands Movers and anyone associated with Helping Hands Movers in the event of any damages to property if the furniture item being moved is not wrapped with blankets and plastic by the client prior to the start of the move, except in cases where Helping Hands Movers has been explicitly contracted, on a Full Service Move to provide Furniture Wrapping and Padding services. The client understands and agrees to Hold Harmless Helping Hands Movers and anyone associated with Helping Hands Movers in the event of any damages to property if the boxes being moved have not been packed by Helping Hands Movers. In the event of damage to client property, our policy is to issue a determination, up to the full cost of the move, by adding a credit for a percentage of the retail value of any damaged items. Property damage is handled similarly. The maximum liability we agree to assume is the full cost of the move, whether paid by our company, or through insurance. All clients acknowledge, understand and agree that by doing business with Helping Hands Movers and any parties associated with Helping Hands Movers that any and all disputes regarding damages are to be resolved by a determination made by a claims representative of Helping Hands Movers. All clients of Helping Hands Movers agree to hold harmless Helping Hands Movers, and any and all parties associated with Helping Hands Movers for any and all damages. Furthermore, clients of Helping Hands Movers waive all rights to pursue damages by any means related to civil or other courts or independent arbiters, including credit card companies and banking institutions. Claims of damages must be made should be made as soon as they occur in order to properly determine liability.
4. Children, Adults & Pets
For the entire duration of the move an adult that is authorized to make final business decisions in the name of the client must be present. We require all clients to keep the moving area safe and to be responsible for the safety and health of any people that may be in or around the move that are not Helping Hands Movers contractors. Due to liability reasons we do not agree to move items along with clients though we can work along with other individuals we must move furniture only with other Helping Hands Movers contractors. We require that all children and pets be absent from the moving area during a move for safety purposes and do not accept liability for any injuries.
5. Packing
Please be sure to have all items that will be moved packed into boxes and all furniture protected with furniture blankets and plastic. All items to be moved must be packaged. All furniture must be covered with blankets and plastic. Unless the client explicitly states in writing their desire to have us provide furniture pad-wrapping services in our schedule form, they understand and acknowledge and agree to release Helping Hands Moversand anyone associated with the company of any liabilities in the event of damages. The only boxes packed-by-owner that we can guarantee are well packaged boxes. We will move other types of boxes, including totes but cannot guarantee that they will withstand the rigors of a move as reliably as well-packed cardboard boxes. All pictures and canvases to be moved must be wrapped with plastic wrap and protective corners or we cannot guarantee they will arrive safely. Sculptures, as well as other art pieces and other expensive or fragile items must be packaged properly, to industry standards.
6. Assembled Furniture
Though we do and will carefully and gently move IKEA, Wal-Mart or other assembled furniture, we absolutely cannot guarantee that it will survive a move unless it is fully disassembled and then reassembled by either our staff or the client. Such assembled pieces are designed to remain relatively stationary once assembled and can break easily when transported. We do not perform assembly or disassembly services that are connected to utilities for liability and safety reasons.
7. Payment
We require an initial cash or Bitcoin deposit upon arrival before work begins. If the duration of the work order extends beyond the initial deposit, the clients will pay another for additional time at the moment the time that was paid for expires. This is what we term the “meter-method”. All time worked must be paid for in advance.
8. Standard Rates
Labor-Only Service includes a minimum of 2 movers, no truck, and no tools. Rates begin at 2 movers for 2 hours at $140. Additional time after the first two hours is billed in 1/4 hour increments at $70/ hour. For Labor-Only Service we do not provide a vehicle for within-Philadelphia travel and instead require the workers to ride within the moving van or to use public transit. This helps us to ensure low rates. Payment is due upon arrival and before work begins. We charge an additional $1.50/mile round trip travel fee, for all moves originating outside of, or ending outside of Philadelphia city/county.
9. Payment
We kindly ask that you have your cash or bitcoin promptly available on the day of the move, and that except in the case of paying tip to employees or a severe emergency there be no need to travel to a separate location to retrieve funds.
10. Cancellation fee
When you book your move, you are retaining a time slot on our calendar that will not longer be available for any other clients. We understand that sometimes, unexpected changes in your plans may occur that demand you to make adjustments. We know your time is valuable, and ours is too. Out of consideration for our staff and our other clients, we ask that you give us at least 48 hours notice if you need to cancel an appointment. Any cancellation made less than 48 hours before your original date and time will result in a cancellation fee of $100. All deposits received to lock in services are non-refundable and cancellation fees are charged in addition to this non-refundable deposit policy.
**All clients will be asked to agree to a copy of these Terms of Service before the start of all work orders.**