This policy is part of the Terms of Service and is incorporated into it by reference. If anything here conflicts with the Terms of Service, the Terms of Service control.

If something happened during your move

Tell your Crew before they leave. Show them what happened and take photos while everyone is still there.

Then file through your job page. Use the link we sent you when you booked. Tell us what happened and send your photos.

Raising it on the day matters. Your Helpers take photos on site, and those photos are part of how we look at what happened. Once the Crew has gone, there is far less to work from.

How we handle it

We look at every claim on its own facts. We review what you tell us, the photos you send, the photos your Helpers took on site, and the record of your job.

We do not publish a fixed outcome, because no two situations are alike. Moving Muscle reviews each claim at its discretion and our determination is final.

Anything we choose to do is a goodwill gesture. It is not an admission that Moving Muscle or your Helpers did anything wrong, and it is not an admission that Moving Muscle is a moving company, a household goods carrier, or a transportation provider. Where we make a payment, we may ask you to sign a release first.

What is normal in a move

Moving marks things. Furniture goes through doorways it barely fits through, and small scuffs, nicks and scratches happen on almost every move, including the ones that go well. That is part of moving rather than a sign something went wrong.

Minor marking of that kind is not something we take on.

What we do not take on

Anything already damaged before your Crew arrived
Boxes you packed yourself, and what is inside them
Pressboard, particleboard and flat-pack furniture, which does not hold up to being moved
Marble, slate, stone and glass tops that are not professionally crated
Anything that happens inside your truck or container, or after your Crew has left
Connecting or disconnecting appliances, water lines, gas or electrical, and anything that follows from it. Helpers do not connect or disconnect anything.
Specialty items we do not move, including pianos, pool tables, safes, hot tubs, large aquariums and gym equipment
Cash, jewelry, precious metals, art, antiques, collectibles and important documents, unless you declared them to us in writing before your move date
Perishables, plants, pets, medications, hazardous or illegal items, firearms and ammunition
Anything that follows from your own instructions
Damage where floor and doorway protection was not laid, or a clear path was not provided
Indirect costs, such as a missed move date, lost wages, hotel or storage

Before your move date

Message us through your job page to do either of these.

Tell us about damage that is already there. If a floor, wall, door frame, banister, driveway or anything else at either address is already marked, let us know beforehand. Photos help. It is what keeps existing damage from being confused with new damage.

Declare anything of unusual value, in writing. Individual items worth more than $500 need to be declared before your move date. If you own things you would be genuinely upset to lose, the safest choice is to move them yourself.

The rest of what to have ready is in What's Included & How to Prepare.

Do not repair anything yet

If you repair, replace or throw out an item before we have finished looking at your claim, without our written agreement, we will not be able to consider it. We may need to see it.

If something is missing

Missing items are usually noticed after your Crew has gone, so two things are required.

Tell us within 72 hours of your job.

File a police report and send us the report number. We cannot look at a missing item claim without one.

From there it is reviewed the same way as anything else on this page.

Insurance

Moving Muscle is not an insurer. Nothing on this page is insurance or valuation coverage.

For anything beyond this, look to your own renter or homeowner policy. If you are moving items of real value, it is worth checking what your policy covers before your move date.