Trooper Moves
Terms & Conditions
Quotes and Bookings:
All quotes and bookings provided by Trooper Moves are offered at no cost to the client.
To secure a booking, a non-refundable deposit amounting to thirty percent (30%) of the total cost of the move is required. This deposit shall be deemed a Credit Authorization to Trooper Moves. Payments for the deposit must be processed through the secure payment platform, Stripe.
Changes to Bookings:
Clients may request changes to their bookings without incurring any fees. However, modifications made prior to or during the moving process may result in additional charges, which will be communicated to the client.
Cancellation of Bookings:
In the event of a cancellation, a fee equal to fifteen percent (15%) of the total cost of the move shall be applicable. Furthermore, the deposit paid shall be non-refundable.
Packing
All packing of your belongings and/or items should be completed prior to Troopers arriving at any of your pick up location(s). Troopers are not responsible for packing any of your belongings and/or items. For Fixed Rate Moves, an additional 10% of the move cost will be applied. For hourly rate moves, no charges will be applied however the time taken for packing will be considered.
Fragile Items: Dishware, porcelain, glasses, pictures, lamp shades, and other specialty items are not covered by our movers’ insurance unless packed by our professional movers using adequate packing materials. You are welcome to purchase your own packing materials (packing paper, bubble wrap, foam peanuts, cartons, tape, etc) and pack such items yourself prior to your move, and our movers will take great precaution to ensure they are transported as safely as possible, but they will not be insured.
Dismantle/Assembly
For Fixed Rate Moves, an additional 10% of the move cost will be applied. For hourly rate moves, no charges will be applied however the time taken for dismantling and assembly will be considered.
Elevator
Elevator booking for apartments or condos should be booked prior to Troopers arriving at any of your pick up locations(s). An additional $30/hour/person will be charged for Fixed Rate Moves.
Any large items that cannot fit inside of the elevator will be carried downstairs for up to 3 floors of stairs. For each flight of stairs, additional costs will be charged. Each flight of stairs will incur 5% extra to the total moving cost of a fixed rate move
Dispute and Damage Claim
Filing a Claim:
Customers may file a complaint about damages within 24 hours after the move. Email clients@troopermoves.com to start you claim.
All claims must include:
Clear photos of the damages.
A detailed description of the damages and how they may have occurred.
Claims will be thoroughly investigated and resolved within five business days, provided all applicable moving payments have been received.
Non-Payment Policy:
It is illegal for customers to deduct money from their final bill to compensate themselves for damages.
Claims may not be processed if the mover has not been fully compensated for services rendered.
Liability Limitations:
Simulated Wood Furniture: Movers are not liable for damage to particle board, pressed board, or similar simulated wood materials, as these are structurally weak and irreparable.
Electrical Goods: Movers are not responsible for internal damage to electronics unless external damage is evident. Some electronics may develop faults despite careful handling.
Appliances: Movers cannot accept responsibility for dents or scratches on large appliances due to the thin, easily damaged metal covering many of these items.
Items with Water: Freezers, refrigerators, aquariums, waterbeds, and similar items must be emptied and drained prior to the move. Movers are not liable for damage resulting from improper preparation.
For damages to items not covered by the company’s insurance provider, the company’s liability for loss or damage is limited to $0.60 per pound ($1.32 per kilogram) per item.
Storage Liability:
The mover is not responsible for damages to belongings stored in lockers or units paid for and chosen by the customer.
Secure overnight storage is provided for items left in the mover’s custody, but customers are advised to confirm insurance coverage for such periods.
Risky Locations:
The mover assumes no liability for damages incurred while transporting items in challenging conditions, such as:
High shelving.
Staircases, narrow hallways, low ceilings, or elevators with limited clearance.
Hard-to-access spaces.
Customers must disclose such conditions in advance and may be required to sign a liability waiver.
Sensitive and Fragile Items:
Movers are not liable for damages to fragile items (e.g., glass, marble) unless professionally packed.
Items sensitive to environmental factors, such as candles or medications, are transported or stored at the customer’s risk.
Claims Process for Storage-Related Damages:
Customers must verify their storage facility’s policies and confirm that sensitive items are not exposed to temperature extremes.
Any claims related to storage damages must adhere to the same submission process outlined above.