Company Policy

Sec 1. Deposit Policy.

To secure your booking and confirm your move, a deposit is required at the time of reservation. This helps us prepare efficiently and ensures your spot during busy periods.

• Local Moves: $100 deposit.
• Long-Distance Moves: 10% of the quoted flat-rate price.

Your deposit will be credited directly toward the total cost of your move.

Cancellation and Refund Policy

Deposits are fully refundable if you cancel at least 5 calendar days prior to the scheduled move date. Refunds will be processed within 7-10 business days via the original payment method.

However, the deposit is non-refundable in the following cases:

• Cancellation within 72 hours (3 days) of the scheduled move date.
• No-show by the customer on the move date.
• If the moving crew has already been dispatched.

Peak Season Considerations (May 1 - September 30)

During high-demand periods, availability is limited. Deposits are required to hold your slot and are non-refundable for any cancellations within 72 hours of the scheduled date to account for operational commitments.

Payment and Agreement

We accept secure payments via credit/debit card, zelle transfer, or digital wallets (e.g., PayPal, Apple Pay). By submitting your deposit, you acknowledge and agree to these terms. If you have questions or need to make changes, contact us at info@gophoenixmoving.com as soon as possible. In the event of unforeseen circumstances (e.g., natural disasters or government restrictions), we may offer flexibility on a case-by-case basis.

Sec 2. Guidance, walk-trough and payment.

At the time of the move, the customer or a representative must be present during the move at all times, as movers will need guidance. It is customer's responsibility to do a final “walk-through” at the pickup location to ensure the movers have taken everything that needs to be moved. Having the form of payment, you choose to use at the end of the job ready will save you time and money. Please note: Any payments with a personal check have to be granted by your moving coordinator.

Sec 3. Moving cost.

The final cost of your move will be determined by multiplying the actual number of hours our moving crew had worked by the hourly rate indicated on your estimate, travel time, the amount of packing materials used, the amount of valuation coverage and any will be added to the final cost of your move, additional services listed below (if such services are provided). All jobs are subject to a 3 hour minimum including the travel time.

Sec 4. Labor time.

Labor time starts upon the arrival of our crew at your location and ends upon the departure from your final destination. Labor time is calculated based on 15-minute increments at the rate indicated on the estimate. Any travel between the origin and the destination is considered to be part of the labor time.

Sec 5. Travel time.

Please keep in mind that you will be billed for the travel time from our parking office to your origin, and for the travel time from your final destination back to our parking office. Those charges are prorated based on 15-minute increments and are calculated by the reading of the GPS or Google Maps. In case if our truck is being delayed by traffic, the additional time incurred will not be added to the bill.

Sec 6. Packing materials.

Our trucks carry a standard set of boxes: 5 small, 5 medium, 5 large, 5 picture boxes, 5 wardrobe and 1 bundle of white packing paper. If you feel like there will be some packing for us to be done, please make sure to inform us ahead of time, otherwise we'll be limited to our supplies. All boxes and supplies used on your move are subject to addition charge, unless specified in your moving estimate.

Sec 7. Arrival time frame.

Please keep in mind that we do not provide a specific time of arrival. We offer 2-hour arrival time frames for all jobs scheduled in the morning and 3-hour arrival time frames for all the jobs scheduled in the afternoon.

Sec 8. Waiting time.

If our crew arrives at your location as agreed, but you're not ready for us to start the job, you'll be billed for our waiting time. Please understand that you're holding up our team by not being ready for the move.

Sec 9. Parking.

Two parking spaces (to accommodate a 34-foot-long moving truck) should be provided/secured by the customer. Parking spot must be located within 75 feet from the entrance. In case if a parking permit is needed, it is customer's responsibility to inform Phoenix Moving. All parking permits must be obtained by the customer unless otherwise indicated on the move plan. In case if there is no parking space available next to the origin/delivery location and the moving truck needs to be parked in a non-permitted space, it is customer's responsibility to cover the cost of any parking tickets issued to Phoenix Moving.

Sec 10. Payment and payment forms (for local moves).

For local moves, the payment is required at the end of the move/each moving day (for multiple days move), before the moving team leaves your location. The clock will continue running until the payment has been processed completely. We accept cash, Zelle, debit and all types of credit cards (Visa, Mastercard, Discover, AMEX) and 4% processing fee will be applied for all debit and credit card payments.

For credit card payments, the name on the card must match the name the reservation is under otherwise, an authorization form must be signed by the person paying for the move.

Any payments with a personal check have to be granted by your moving coordinator.

Sec 11. Payment and payment forms (for long distance/interstate moves).

We require cash, credit card, money order/cashier's check (no personal checks) at the time of delivery for any balance due on long-distance moves. 4% processing fee will be applied for credit card payments. For all interstate moves we require 10% deposit on booking stage to secure crew and truck for your move, another 40% due at the pick-up time and 50% balance due at the delivery after unloading.

Sec 12. Additional possible services/charges.

• Grand piano special handling cost: $450.00 (first floor to the first floor and/or elevator only).
• Baby Grand piano special handling cost: $300.00 (first floor to the first floor and/or elevator only).
• Upright piano: $150 (first floor to the first floor and/or elevator only). Please bring to our attention in writing the size and type of piano you're moving and also the access you have at both locations.
• Overweight item (over 250 lbs.) handling cost (gun safe/valuable safe, etc.): $150.00.
• All hoisting services will be subject to a fee of $40 (per item per flight).
• Appliance handling cost (washer/dryer/fridge/stove/freezer): $75/each.
• TV Box - Rent: $15/each.
• Moving blankets: If your shipment will be delivered to a storage facility, your warehouse, or loaded into a POD/container or a different truck instead of the Phoenix Movers truck, we will charge you $20 for each moving blanket. When you move out or receive your delivery from storage, if Phoenix Movers retrieves the moving blankets, we will refund you $10 for each blanket that was charged during the move-in or loading services.

Sec 13. Piano move.

We do not move large upright pianos up or down flights of stairs inside the house. We only move pianos from ground to ground floor. Exterior stairs are fine, but we encourage sending us pictures of entrances at each location, so that we can confirm that we can move your piano. There may be circumstances when we cannot safely move items and will need to discuss the situation with you. If the piano has thin legs (usually the front), we will not be responsible if they will not go back on if we take them off (sometimes the nut is loose inside the piano and will turn when you try to replace the leg). If the customer elects to leave the legs on, we will not be responsible if damage occurs to them.

Prices may vary depending on the type of piano being moved:

• Upright Piano: Starting from $150.
• Baby Grand Piano: Starting from $300.
• Grand Piano: Starting from $400.

Sec 14. Heavy/Oversized items move.

Under safe conditions, we move upright or baby grand pianos, appliances, safe and items over 250 lbs. Unfortunately, sometimes, due to the weight of these items, damage may result to floor surfaces or walls so before we proceed with moving these items we will have a release of any liability signed so we can move those items for you.

Sec 15. Moving Crew size.

The size of the moving crew is determined by the number of items that will have to be packed and/or moved as well as factors like access on each moving location, walking distance, stairs, etc. We recommend a certain number of movers for each job taking in consideration all the above as well as our current schedule, availability, etc. On extreme situations, Phoenix Moving & Storage might recommend sending extra men and/or truck during the day to complete a job if there is an overflow of items that needs to be moved, or additional packing required, a time restriction, very difficult access or very difficult pieces of furniture, etc. The hourly rate will be increased accordingly and the move will run more efficiently with more movers.

Sec 16. Storage in Transit (SIT) Policy.

If delivery to the final destination cannot be completed on the scheduled date, Phoenix Moving may provide Storage in Transit (SIT) services to temporarily store the customer's belongings in a secure facility until delivery can be made.

SIT is available for up to 180 days, depending on the type of move. If items must be held overnight or for several days, the customer will be charged for each moving day that the crew is dispatched and working on the job.

All storage and handling charges must be paid in full prior to the release or delivery of goods. While in SIT, items remain covered under the same valuation or insurance option selected for the move.

Sec 17. Responsibility and Claims Policy.

1. Customer-Packed Items. We are not responsible for damage to any items, boxes, totes, or containers packed by you or anyone outside our crew.
2. Pre-Existing Damage. Phoenix Moving is not liable for any damage that existed before our involvement. Our team will document visible issues (e.g., via photos) prior to starting the move.
3. Perishable, Hazardous, or Restricted Items. We do not transport perishable goods, plants, live animals, or hazardous materials. These are excluded from all coverage and liability.
4. Valuation Coverage. Unless you purchase additional coverage, your move is protected under our Basic Valuation Coverage at $0.60 per pound per article. (Example: A 50 lb. item would have a maximum liability of $30.)
5. Claims Process. Report any damage or loss within 7 calendar days of your move completion. Submit claims via email to info@gophoenixmoving.com including a detailed description, photos, and any supporting evidence. Our claims team will respond within 5 business days and may request an on-site inspection or further details.
6. Repairs and Compensation. We reserve the right to repair damaged items or provide compensation based on their actual cash value (not replacement cost), at our discretion.
7. Property Damage. Any damage to walls, floors, doors, or other property must be reported to our crew immediately before they depart the site. Failure to do so may invalidate the claim.
8. Weather-Related and Uncontrollable Delays.We are not liable for damages or delays due to weather, traffic, road closures, mechanical issues, or other factors beyond our control (force majeure events).

If a claim is denied, you may request a review by providing additional information within 14 days of the decision.

Sec 18. Coverage / Insurance Options.

Phoenix Moving provides valuation coverage options to protect your items during transit. Coverage only applies if we are responsible for the loss or damage. Note: Even if damage is identified during the move, full payment for services is still required.

1. Basic Value Protection (Default).
   • $0.60 per pound per article.
   • Automatically included if no upgrade is selected.
2. Replacement Cost Coverage (Optional Upgrade).
   • Covers repair, replacement, or reimbursement up to the full declared value of lost or damaged items.
   • Cost: $50 per $1,000 of declared shipment value.
   • Minimum: $5,000; Maximum: $20,000.
   • To add this, declare your shipment value in writing at least 48 hours before the move.

Exclusions (Apply to All Coverage Options).

• Furniture made of particle board, pressed wood, or similar materials.
• Items found damaged in boxes not packed by Phoenix Moving.
• Mechanical or functional issues with electronics during transit or storage.
• Previously damaged, repaired, or fragile items without prior disclosure.
• Loose, unpacked items.

Important Rules.

• Valuation does not cover customer-packed items, pre-existing damage, or excluded categories (see Section 17).
• Select your coverage option during booking. By proceeding with the move, you agree to these terms and waive any claims outside this policy.
• For questions or to upgrade coverage, contact us at info@gophoenixmoving.com

Changes to Our Policy.

We may change our Privacy and Website Use Policy from time to time. The most current version of the Policy will govern our collection, use and disclosure of information about you and will be detailed here. If we make material changes to this Policy, we will notify you by email or by posting a notice here prior to the effective date of the change. By continuing to access or use the Service after those changes become effective, you agree to the revised Privacy and Website Use Policy.