Prince Asong Moving Company - Company Policies1. Service Policies

1.1 Booking and Reservations

· All moves must be scheduled at least 24 hours in advance, subject to availability

· Peak season moves (May-September) require 7 days advance notice

· Reservations require a $100 non-refundable deposit

· Customers must provide accurate inventory information during booking

· Same-day and emergency moves are available at premium rates

1.2 Estimates and Pricing

· Free in-home or virtual estimates provided for all moves

· Estimates are valid for 30 days from issue date

· Final costs may vary based on actual weight, distance, and services required

· Hourly rate moves have a 2-hour minimum

· Additional fees may apply for stairs, long carries, heavy items, and special handling

1.3 Cancellation Policy

· Cancellations made 72+ hours before scheduled move: full refund minus deposit

· Cancellations made 48-72 hours before move: 50% refund

· Cancellations made less than 48 hours before move: no refund

· Rescheduling is allowed once without penalty if done 72+ hours in advance

2. Customer Responsibilities

2.1 Preparation Requirements

· Customers must pack personal belongings or request packing services

· All fragile items must be clearly labeled

· Appliances must be disconnected and prepared for moving

· Parking arrangements must be made at both locations

· Building management and elevator reservations are customer's responsibility

· All pathways must be clear and accessible

2.2 Prohibited Items

The company will not transport:

· Hazardous materials (flammables, chemicals, gasoline, propane)

· Perishable food items

· Plants (for long-distance moves)

· Pets

· Illegal items or contraband

· Cash, jewelry, or important documents (customer should transport personally)

3. Liability and Insurance

3.1 Basic Coverage

· Basic liability coverage included at $0.60 per pound per article

· Customers are strongly encouraged to purchase additional insurance

· Full value protection available for additional fee

· Customers should verify their homeowner's/renter's insurance coverage

3.2 Damage Claims

· All damage claims must be filed within 7 days of move completion

· Claims require photographic evidence and detailed description

· Company is not liable for pre-existing damage

· Items of extraordinary value must be declared in advance

· Company is not responsible for damage caused by customer's improper packing

· Company is not responsible for damage items in the box packed  by customer

3.3 Limitations

The company is not liable for:

· Damage to items not properly prepared (appliances, electronics)

· Damage resulting from acts of God, weather, or road conditions

· Delays caused by circumstances beyond our control

· Consequential or indirect damages

4. Payment Policies

4.1 Accepted Payment Methods

· Cash

· Zelle

· cashapp

· Credit/Debit cards (4% processing fee) (Visa, Mastercard, Discover, American Express).

· Certified check or money order

· Company check (with prior approval)

4.2 Payment Terms

· Deposit due at time of booking

· Balance due upon completion of move before before movers leave the customer’s home

· Late payments subject to 1.5% monthly interest charge

· Returned checks incur a $35 fee

· Goods may be held in storage if payment is not received

5. Employee Standards and Conduct

5.1 Professional Conduct

· All employees must wear company uniforms

· Employees must treat customers and their property with respect

· No smoking, alcohol, or drug use during work hours

· Employees must maintain professional language and demeanor

· Personal use of customer facilities requires permission

· Movers must take pictures of the work subject to permission from the customer

· Movers must have the customer to sign the Move completion upon completion of the move.

5.2 Training and Safety

· All movers must attain company training program every month.

· Employees must follow proper lifting and safety procedures

· Regular safety meetings and equipment inspections required

· Employees must report any injuries or incidents immediately

6. Equipment and Vehicle Policies

6.1 Vehicle Standards

· All vehicles inspected and maintained regularly

· Vehicles must be clean and in good working condition

· GPS tracking on all company vehicles

· Fuel costs included in moving rates

6.2 Equipment Care

· Moving equipment must be inspected before and after each job by the driver of the truck

· Damaged equipment must be reported and tagged out of service

· Driver is responsible for equipment in his/her truck

· Proper padding and protection materials must be used

7. Privacy and Confidentiality

7.1 Customer Information

· Customer information kept strictly confidential

· Information only shared with parties necessary to complete move

· Credit card information encrypted and securely processed

· Customer may request copy of information we maintain

7.2 Property Access

· Employees may only access areas necessary for the move

· Customers should secure valuables and private documents

· Any observed safety hazards will be reported to customer

8. Dispute Resolution

8.1 Complaint Process

1. Initial complaints directed to move supervisor

2. Unresolved issues escalated to operations manager

3. Formal written complaints reviewed within 5 business days

4. Mediation available for disputes over $1,000

8.2 Arbitration

· Disputes not resolved through company process subject to binding arbitration

· Both parties agree to waive right to jury trial

· Arbitration conducted according to American Arbitration Association rules

9. Storage Services (if applicable)

9.1 Storage Terms

· Monthly storage rates due on first of each month

· 30-day notice required for removal of goods

· Late payment may result in lien against stored goods

· Climate-controlled and standard storage available

· Customer responsible for insurance on stored items

9.2 Access

· Access to storage by appointment only

· 24-hour notice required for access

· Customer must present valid ID and storage agreement

10. Special Services

10.1 Specialty Items

Additional care and charges apply for:

· Pianos and organs

· Antiques and fine art

· Safes (over 300 lbs)

· Hot tubs and pool tables

· Large appliances requiring special handling

10.2 Packing Services

· Professional packing services available

· Packing materials provided by customer or by company at additional cost

· Unpacking services available upon request

· Customer must be present for inventory of packed items

Policy Updates

Prince Asong Moving Company reserves the right to update these policies at any time. Customers will be notified of significant changes. Current policies in effect at time of booking apply to that move.