Terms Of Service & Refund Policy

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.

7. Arbitration Program Disclosure

Arbitration Program:

In accordance with regulations of the Federal Motor Carrier Safety Administration (FMCSA), this carrier participates in a neutral arbitration program for the resolution of disputes involving loss or damage to household goods and certain disputes regarding charges related to interstate household goods shipments.

The arbitration program is administered by Moving Authority Enterprises. Arbitration is available to the shipper as a means of resolving disputes after the carrier’s claims process has been completed and a final settlement offer or denial has been issued.

Arbitration Provider Contact Information:

Moving Authority Enterprises

Phone: (702) 333-2430

Website: www.movingauthority.com

Email: Support@MovingAuthority.com

Information regarding the arbitration program and the procedures for filing an arbitration request are available upon request or by contacting the arbitration provider directly.