Terms Of Service & Refund Policy

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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 P2P Moving and Delivery Company that provides background checked and verified movers/crews to customers looking for moving services at an affordable price. Listed below are the terms of service for using Rio Moving’s P2P platform.

 

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

Terms Of Service: 

  1. If the customer decides to cancel the move at the last minute upon arrival of crew, a fine of $125 would be charged to the bank or card on file in regards to compensation for Truck, Mile, Gas and Time.
  2. If the crew has arrived at the location as per the provided ETA and if the customer is delayed to reach the destination a wait time not exceeding 15 - 20 minutes is acceptable after which the hourly clock would start for the customer which would be added to the final bill.
  3. The movers/crews are entitled to decline moving items that are not mentioned in the List of Items Being Moved. Any ambiguity in the size, weight, or number of items/boxes/bins etc. will be considered null and void/invalid for any disputes and/or damage claims.
  4. IF TRUCK IS RENTED BY THE CUSTOMER: Customer needs to get Safemove Plus insurance if the truck is rented from U­Haul or any All Coverage/Premium insurance if the truck is rented from any other company/individual if our crew has to drive the customer’s truck. Rio Moving and/or the movers/crews are not responsible for any damages during transit as it falls under the truck insurance. All damage claims during transit have to be taken up by the customer directly with the truck rental company and will not be intervened for by Rio Moving and/or the movers/crews.
  5. For All deals the crew come equipped only with one dolly and basic tools­ anything else needed will have to be provided by the customer at the customer’s expense including shrink wrap, blankets, bubble wrap, boxes etc.
  6. Any assistance required by Rio Moving needs to be communicated via email and the concern needs to be sent to sales@riomoving.com.
  7. IN CASE OF RESCHEDULE: The reservation fee paid to Rio Moving for using the platform will be forfeited in case the customer reschedules an approved move and cancels later irrespective of the number of days to go before the rescheduled move date.
  8. Customer needs to be present on the day of the move and issues, damages etc. need to be highlighted to Rio Moving via email on the same day that the job was performed.
  9. Rio Moving will only intervene on behalf of customer if the reservation was scheduled using the platform.
  10. Our Crew reserves the right to decline the job if the customer is being difficult

Pricing Policy:

Customer acknowledges that the pricing policy is clear as below:

  1. Additional hour payments are not pro-rated and customer will be charged for the entire hour even if the time exceeding is 10 minutes or less
  2. The industry standards mentioned are an average and the total time could exceed that of the industry standards in some cases leading to additional charge
  3. All balance payments needs to be Pre-Authorized by bank directly or by placing the card on file 48hrs prior to the move day
  4. In case the balance payment falls short of the Pre-Authorized amount, the difference needs to be paid directly to the crew via Cash, Zelle or CashApp depending on availability
  5. In case of “Labor Only Deal” The pricing includes the crew along with a standard dolly and nothing else
  6. In case of “Truck + Labor Only Deal” The pricing includes the crew along with a truck, standard dolly, and few moving blankets and nothing else
  7. All pricing provided is exclusive of state taxes and the same may be added or waived off depending on the location
  8. All payments via card will have an additional 5% processing fee added to the total amount and the same needs to be borne by the customer
  9. Payments made via ACH or Wire authorization will not be levied with any taxes or processing fee and the same is borne by Rio Moving
  10. If the payment needs to be made to the crew directly, The payment mode (CashApp, Zelle or Cash) needs to be mutually worked out with the mover when contact details are provided to avoid any last- minute hindrances.
  11. All payments at all times needs to be made as directed by your Move-Coordinator
  12. 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

Refund Policy:

Refunds for the reservation fee are applicable in the following situations:

  • Customer cancels the reservation 48 hour prior to the move day by providing a written notice to Rio Moving via email to sales@riomoving.com or movers@riomoving.com
  • If Rio Moving cancels the reservation due to unforeseen events

Refunds are not applicable if:

  • Customer fails to provide a written notice less than 48 hours prior to move day to Rio Moving via email to sales@riomoving.com or movers@riomoving.com
  • If customer reschedules an existing reservation and decides to cancel the reservation later

No Discount Policy:

Customer acknowledges that there will be no discount provided to the final bill on the below circumstances:

  1. If the crew has arrived later than the arrival window due to traffic or other unforeseen situations
  2. If Rio Moving needs to reschedule the reservation due to any emergency or unforeseen events
  3. If customer or family members have helped the crew with the move
  4. If the move needs to be completed the next day or following days due to unavailability of specific equipment, additional items not mentioned previously or exceeding work hours and limit
  5. Complaints after receiving services in full
  6. Threatening to defame Rio Moving with negative reviews
  7. Not reaching out to Rio Moving if there is any confusion/discrepancy, via phone and email immediately in the presence of the crew.
  8. Reaching out to Rio Moving after the service is complete with complaints will be recorded as feedback only and “NO COMPENSATION” will be made whatsoever if the same was not informed in the presence of the crew.
  9. Please do not call with negative feedback the next day expecting a compensation, the same will not be entertained at all.

Damage Compensation:

Customer acknowledges that the damage compensation will be as below:

Released Value Protection: (Default Cover)

If a customer does not pay for the “Full Value” or “Third Party Insurance” they will be accommodated under the Released Value Protection by default which provides a compensation of $0.60 per pound. Below is the cover details and terms of the “Released Value Protection”

  1. All movers/ crews/ customers are covered under the Released Value Protection plan by default
  2. Scratches, tears, dents, cracks, nicks, chips etc to items being moved are not covered under the Released Value Protection.
  3. Only furniture that has been completely damaged and is unusable is what would be covered under the Released Value Protection.
  4. TV’s and other electronics need to be boxed and secured by customer itself and damages for the same are not covered.
  5. The Released Value Protection plan does not cover any damages by the movers to structural property like walls, paint, flooring, ceiling, roof, landscape, lawn, pavement, garage doors, building structure, lamp posts, mailbox, lawn ornaments etc. and is only limited to the list of items being moved mentioned in your reservation request. The same needs to be covered under the Home Owners or Renters insurance policy.
  6. Any damage claims or disputes needs to be informed to Rio Moving within 48hrs of the move being completed. Any damage claims later than 48hrs will not be entertained.

Full Value Protection: (Paid Seperately)

Full value or third party insurance needs to be availed at the time of reservation. In the Full Value Protection plan the minimum available cover for the same would be $50,000 / 2000 lbs. for which 1% ­ 5% i.e., $500 ­ $2500 (non­refundable) would be needed to be paid separately to avail the same. To avail “Full Value” customer needs to send across the following details before signing the contract:

  1. A complete list of the items that need insurance and the value of the same
  2. Letter provided by insurance company
  3. A non-refundable one-time insurance premium would need to be paid as per the approved Vendor in the area
  4. Copy of the receipt of the premium paid to the insurance vendor needs to be shared with Rio Moving
  5. A separate service contract would need to be signed as per the full value cover with the COI attached to the contract

Chargeback, Disputes, Fraud and Claims Policy

At Rio Moving we practice fair and transparent business ethics and expect the same from all our customers. In the following cases immediate legal action as authorized and laid down below will come into effect:

Situations:

  1. A customer fraudulently disputes a charge in full or partial in spite of being informed prior
  2. If the customer demands compensation inspite of the event not being covered under the policies in this documentation
  3. Fraud damage claim or victimization
  4. False pretext of “Services Not As Described” or “Services not Received” or “Services Defective”
  5. Usage of a stolen card, bank details or identity theft

Customer authorizes and extends Rio Moving the right to recover funds and expenses by:

  1. Placing a Lien on all owned property
  2. Forwarding financial and personal information to debt collection agencies
  3. Filing legal proceedings

Please Note: In any such case, the funds being recovered would include the amount for expenses incurred as well and the fund recovery will be initiated even if the chargeback has been contested and won by Rio Moving in order to cover fines, loss of time, hold of money and other legal expenses.