Terms & Conditions
Please be advised that when booking a move with Top Pro Movers Express ,LLC , you, the customer are agreeing to allow our company Top Pro Movers Express,LLC to service you in your upcoming move. Please read the following for an understanding of our terms and conditions and frequently asked questions upon booking a move with us. Please be advised that all sales are final when booking with our company. Please be advised that below we have updated our Terms and Conditions as of May 3rd, 2022 and we reserve the right to update our terms and conditions at any given time.
Does Top Pro Movers Contracting offer insurance or some type of coverage?
Yes, Top Pro Movers Express,LLC does offer a basic valuation coverage for certain job types as well as safemove travel insurance provided by our partners for full service moves to protect your items during transit. Top Pro Movers Express,LLC does provide the safemove travel insurance and the basic valuation coverage ONLY for independent jobs booked directly through our company. However, as of June 15th, 2022, Top Pro Movers Express,LLC is no longer able to offer full coverage insurance. The reason being for this is due to laws and regulations between insurance companies and moving companies. Prior to this date Top Pro Movers Express,LLC was able to offer a source of full coverage insurance, however, that has recently changed due to laws stating that in order for a moving company to offer full coverage insurance, they must possess their own moving trucks. Our company Top Pro Movers Express,LLC , is able to provide full service moves through our partnerships with Uhaul (6 Years) and Penske (2 Years), whom are the providers of our trucks for our full service moves. Therefore, though our company is licensed and can indeed provide full service moves, we can no long offer full coverage insurance until further notice. Please note that it is important for us to keep our customers belongings safe during the load, unload, and transit processes, which is why we offer a basic valuation coverage to cover up to . 60 cents per pound up to 350 pounds when offering both full service moves and labor only moves. We do send out contracts to our customers with certain move types so that they can be made aware of what Top Pro Movers Express, LLC does offer in terms of coverage. Please be advised that with the basic valuation coverage you do not have to pay additional fees for this coverage type. Also, please note that Top Pro Movers Express,LLC is working diligently to get a new form of full coverage for our customers and we will update all of our customers as we know more in the future, however, we are taking extra measures at this time to be extremely sure that all of our customers belongings are extra protected during the services we provide, by providing the right materials and tools to provide peace of mind to our customers to know their valuables are indeed protected.
NEW as of May 3rd, 2022
Top Pro Movers Express, LLC does now offer a safeload insurance provided by uhaul, when we are performing jobs sent to us by MovingHelp/Uhaul. Prior to May 3rd, 2022, we did NOT offer this insurance because Movinghelp/Uhaul only offers this insurance to seasoned select movers, and as of May 1st, our company finally reached that threshold. Therefore, as of May 3rd, 2022, Top Pro Movers Express, LLC does offer Insured moves with Movinghelp jobs, however, you do have to pay for it and add it to your move movinghelp order, otherwise, your move will not be covered and could be deemed as an uninsured move with your items NOT protected in case of damages because with these job types Top Pro Movers does not offer basic valuation coverage due to an insurance being available to our customers through this method.
New as of July 1st, 2023 - Changes to Payments
As of July 1st, 2023, Top Pro Movers Express, LLC will be making changes in regard to payments. Bookings will still be free. However, for independent Labor only jobs and full service move jobs booked directly with our company beginning July 1st, 2023, Top Pro Movers will request that customers provide a form of payment to have on file, when doing the last confirmation which takes place the day before your move. We will only keep your payment details on file until your move is complete, and then your payment information will be deleted from our system for your privacy and protection. We will be doing this, to guarantee pay for any additional hours over that our crews work during your move, that was not paid for up front. However, if you do not add any additional hours on to your original contract move, no additional fees will be charged and your payment information will be deleted after your move is complete on the day of your move.
What kind of moves ARE NOT covered by Top Pro Movers Express, LLC?
Moves that are not covered by Top Pro Movers Express,LLC include, certain moves that are sent to us by third party companies. For example, if you book us through the SML/Penske moving labor site, your move is not covered by our company. This site does offer insured movers, however, at this time our company Top Pro Movers Express ,LLC is NOT one of them on this site.
We don't cover the second half of partial moves. This means if we are hired to do a load only or an unload only, we can only offer basic valuation coverage for the time being that the customers items are in our possession, meaning once we have finished the job on our end with no damage report, coverage ends at the time that the load only or unload only ends. For example, if a customer books us to load them in one location, and we finish the job successfully with no damage report, and let's say that customer then travels across country or a few hours away to their next destination and has someone else (that's not our company) to unload them, due to our company NOT being a full service provider for the customer we CAN NOT be held liable for any damages caused after the load only or unload only service that we provided, nor can we be held liable for items damaged during transit or during their unload on the other end. The reason being is we only insure what we cover whether it be a load only or unload only. We are only responsible for one half of the job that we cover. The customer is responsible for their items if they are the ones driving the truck(transporting their items) and whomever is on the other end to unload or load their items before us is responsible for covering the customers items at the beginning or destination point.
We DO NOT cover items that are packed by the customer. For example, if items are claimed to be damaged by our company that were originally packed by the customer, our company CANNOT and WILL NOT be held liable for those items because those items were not packaged by our company originally to have the proper protection necessary. These items do include T.V.'s, items in boxes, and more. We do highly recommend having T.V. boxes with flat screen T.V.'s, If boxes are not provided for your flat screen T.V., our company CAN NOT be held liable for any damages that occur when loading and unloading the T.V. if proper protection is not provided by you the customer. The same goes for wood and glass items, if you are moving wood and glass items, you are to have some form of protection for these items, such as furniture protection pads. If no pads are provided during a labor only move or full service move whereas our company is only responsible for the load and unload process, and not the packing, we can NOT be held liable for those items if any damages occur.
How long do I have to file a claim if my move is covered?
Any claims of damages if possible are to be filed during the time of your move and or the day of depending on your move type. Meaning, if you have an item that is damaged by the crew during the job, the move should then be stopped, with pictures taken of the item and sent in to be reviewed, so that the process can begin. A thorough investigation of what happened on the job then begins, however, the job must be still paid in full. We prefer any damage claims to be filed during the job to avoid any fraudulent claims so that both parties are present such as the workers and the customer. In some cases whereas the move is NOT covered and the customer is aware of the damage, we may offer a discount of some sort for that move. If the customer accepts the discount and is aware of any damages that occurred on the job and is aware or made aware that he/she booked an uninsured/none covered move, no further action can be taken because the customer is aware that they booked an uninsured move as well as is taking the discount as a resolution to the problem with our company to resolve an uninsured move. The customer is also made aware of this. For moves where we provide a labor only service such as load only or unload only moves that are covered by basic valution, we only cover the items for the time that they are in our possession. For example, if we are covering a labor only move for a load only that is indeed covered, once that load is finished, that is also the end time of the coverage. Meaning, if an item was damaged after the fact during transit (not conducted by us), or the unload (done by someone else other than our company), those items are not covered because we are not the responsible party for the load and unload, meaning we only cover the one half of the job done by us. We offer safemove travel insurance to cover moves where we transport the items, however, once that move is complete with no damages reported, that also is the end time of the the insurance.
What kind of payment options does Top Pro Movers Express,LLC offer?
NEW As of May 5th, 2022
Top Pro Movers Express ,LLC offers its customers the options to pay by cash, or credit or debit card. We do NOT accept checks as a form of payment at this time. However, as of May 5th, 2022, for labor only moves, a two hour minimum has to be paid up front by card the day before the move by 7p.m. to fully confirm the move, similar to that of the full service moves. Please note, that on the day of the move, if the customer needs more time for their move and would like to pay additional fees by cash, the customer may due so.
When do payments have to be made for moves?
Payment for labor only moves such as load only or unload only moves must be paid by credit or debit card the day before the move by 7p.m. for the minimum of the 2 hours to confirm your move. The two hour minimum for labor only moves must be paid up front beginning May 5th, 2022. Any additional hourly fees added the day of the move, can be paid the day of the move, after the move is complete, by cash or card before movers leave the moving/job site.
For full service movers, the job must be paid in full upfront the day before the move is due to take place by 7p.m. by credit or debit card, to finish confirming the move. Any additional hours that are added to the move the day of the move, can be paid by cash or card the day of the move, after the move is complete. Please be advised that all fees must be paid and accounted for on or by the end of the move on the day of the move before movers are released from the moving/job site. Please be advised that we do not keep any of your card information on file when running card transactions, we do this for the purpose of protecting our customer's privacy and personal information. You will also receive a receipt for each transaction made by us. All card transactions are made safe and secure to protect our customers privacy.
Does Top Pro Movers Express, LLC charge cancellation fees?
For Moves Cancelled Completely Before Moving Date With NO Reschedule:
Starting May 3rd, 2022, Top Pro Movers Express, LLC has announced that for moves that are cancelled BEFORE payment is received, those cancellations will be FREE to the customer. However, if a customer makes a payment the day before the move or prior to the day before the move and chooses to cancel their move after submitting payment, the customer will be refunded a portion of their move. If a customer has submitted payment prior to their move date or the day before their move, but later contacts us later in the day or prior ( before the move date) to cancel their service, a refund will be given with a $10 service charge held.
For Moves Cancelled The Day of The Move With NO Reschedule:
However, for moves that are canceled on the day that the move is due to take place, and the customer decides to cancel with no reschedule, the customer will be charged a $25-$50 cancellation fee for labor only moves depending on the location that the service was due to take place and refunded the remaining balance. However, for full service moves, the customer will be charged a $100-$150 cancellation fee, and refunded the remaining balance, again the fee charged is depended upon location as well as if the crew has been dispatched with or without equipment and or a truck already acquired.
For Moves Cancelled With A Reschedule:
If a customer has NOT paid for their move yet and needs to reschedule, their will be no penalties for changing the date or time and rescheduling their move.
If a customer has paid for their move and needs to reschedule the date and time, the customer must call at least 2 to 3 hours in advance during our normal business hours of operation to avoid any additional fees being charged. Please visit our CONTACT page to view our normal hours of operation.
For example, if a crew is already dispatched and headed to assist the customer and the customer calls last minute to reschedule, we will gladly work with our customers on the rescheduling but their will be additional fees involved if not given the proper notice.
For labor only moves, rescheduled last minute (for the same day or a different day) after the crew has been dispatched, it will be an additional $30 to $60 fee charged (pricing may vary upon location).
For full service moves that are rescheduled at the last minute after the crew has been dispatched, and the truck and equipment has already been acquired, it will be an additional $100 to $150 charged (pricing may vary by location). If in the event a customer cancels last minute and it is before the truck and equipment is acquired, but the crew has been dispatched, it could be a $50-$70 fee charged and again pricing may vary, based on location. Please be advised that unlike labor only moves, full service moves are normally rescheduled for a different day and are rarely rescheduled for the same day once equipment has been acquired.
When are crews dispatched?
Movers are normally dispatched an Hour and a half before the move is due to take place. However, in some cases movers can be dispatched as early as 2 hours in advance depending on your location or how far out the movers need to travel to come and assist you. Please be advised that you can ask your move coordinator when your movers will be dispatched to avoid reschedule fees in case of needing to reschedule.