Rio Moving

Terms Of Service & Refund Policy

All customers availing services from Rio Moving are bound to the terms of services as mentioned.

Rio Moving is a peer-to-peer (P2P) marketplace connecting customers with movers, handymen, general labor for reliable and affordable service.

How to prepare for your move:

  • Make a list of all the items that are being moved
  • Ensure everything is packed, boxed and ready to move
  • Ensure there is sufficient packing material like plastic raps, bubble wraps, boxes, tapes etc. if you need the crew to assist you with any packing or wrapping
  • Make sure all electronics are disconnected, boxed and secured
  • All valuables, jewelleries etc need to be transported personally by you in your personal vehicle. Make sure they are kept separately
  • Inform the crew upon arrival about everything that needs to be moved
  • Inform your Move-Coordinator immediately if you missed out on something that was not added to the list
  • Keep calm and do not rush the movers on the day
  • Do not help with moving items just to save time, damages in these cases will not be compensated
  • Do not climb into the truck at any time

What we cannot do:

Below are a few things at Rio Moving that we do not do and the customer acknowledges that they understand that if any of the points are violated Rio Moving or it’s crews will not be responsible for any claims by the customer:

  • We do not move antiques or high value items like Piano’s, grandfather clocks, gun safes etc. or any item exceeding the weight of 160 LBS. If the crew is able to move the same, a separate fee of $100 -$150 would need to be paid by the customer for each specific item. This cost needs to be separately on the day of the move in addition to the final bill
  • TV’s, Washer Dryers need to be unmounted, disconnected and boxed and secured. Our crew will not assist with the same
  • We do not provide boxes, plastic wraps, bubble wraps, tools, tape etc. and the customer needs to make arrangements for the same in case they need any assistance with packing, wrapping, assembling or disassembling of furniture
  • The crew will only assist with assembling furniture that they have taken apart themselves. They will not assist with assembling new furniture or furniture items that has not been disassembled by them.
  • The crew will come with a basic set of tools and if specific tools are required, the customer would need to make arrangements for the same

 

1. Terms of Service

  • A $125 cancellation fee applies for last-minute cancellations upon crew arrival.
  • A 15–20 minute grace period is provided if the customer is delayed; after that, billing time begins.
  • Crews may refuse to move items not listed in the original inventory.
  • If using a customer-rented truck, Full Coverage Insurance (e.g., Safemove Plus from U-Haul) is required. Rio Moving is not liable for in-transit damages.
  • Crews are equipped with one dolly and standard tools only. Additional supplies must be provided by the customer.
  • All communications must be submitted in writing to sales@riomoving.com.
  • Rescheduling forfeits the reservation fee if the move is later canceled.
  • Customers must report damages within 48hrs of the move completion.
  • Rio Moving only intervenes in disputes for reservations made through its platform.
  • The crew may refuse service if a customer is uncooperative.
  • Rio Moving’s liability, regulatory responsibility, and role as a marketplace can be found at https://riomoving.com/terms-of-service-refund-policy/.

2. Pricing Policy

  • Additional hours are charged in full; no partial-hour billing.
  • Estimates are based on industry averages and may vary.
  • Final payments must be pre-paid 72 hours before the move.
  • Any shortfall must be settled directly with the crew via Cash, Zelle, or CashApp.
  • Labor-only deals include crew and one dolly.
  • Truck + Labor deals include crew, truck, one dolly, and limited moving blankets.
  • State taxes may apply based on location.
  • ACH/Wire payments are exempt from tax/processing fees.
  • Final payment method is as directed by the Move Coordinator.

3. Refund Policy

  • Refunds are granted only if the customer cancels in writing at least 48 hours before the move.
  • Refunds are granted if Rio Moving cancels due to unforeseen circumstances.
  • No refunds are provided for cancellations with less than 48 hours’ notice.
  • No refunds are provided if a move is rescheduled and later canceled.

4.  No Discount Policy

  • Delays due to traffic or external circumstances do not warrant a discount.
  • Rescheduling initiated by Rio Moving does not warrant a discount.
  • Customer participation in the move does not warrant a discount.
  • Delays in completion due to added items or equipment issues do not warrant a discount.
  • Complaints made after the move without in-person communication will be recorded as feedback only.
  • Threats of negative reviews do not warrant compensation.
  • All concerns must be raised immediately in the presence of the crew.

5. Damage Compensation Policy

Released Value Protection (Default):

  • Compensation is $0.60 per pound.
  • Cosmetic damages (e.g., scratches, chips) are not covered.
  • Only completely damaged/unusable furniture is covered.
  • Customer must pack electronics; damages not covered otherwise.
  • Structural damage to property is not covered.
  • Claims must be submitted within 48 hours.
  • For Labor-only jobs, damage must be reported in the presence of movers.
  • If Full Value Protection has not been purchased, the Released Value Protection will be applied by default.

Full Value Protection (Optional):

  • Coverage must be purchased at the time of booking or at least 3-4 days prior to move day.
  • Minimum: $10,000 / 2000 lbs at 1–5% premium ($500–$2500). Available for purchase directly with Rio Moving. Policy can be purchased via third party providers as well.
  • Customer must provide item list and insurance documentation.
  • Non-refundable premium must be paid to Rio Moving or Approved Vendor.
  • A separate contract and COI must be provided to Rio Moving for full value protection claims.
  • Full value protection cannot be purchased or claimed on move day or after completion of move.
  • If Full Value Protection has not been purchased, the Released Value Protection will be applied by default.

6. Chargeback, Disputes & Fraud Policy

  • Legal action may be taken in cases of fraudulent chargebacks or false claims.
  • Includes usage of stolen cards, identity theft, or misrepresentation.
  • Rio Moving may place a lien on property, forward information to collections, or file legal claims.
  • Recovered funds may include legal and administrative expenses.


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