Agreement to Terms

Last Updated: January 17, 2026

These Terms of Service (“Terms”) constitute a legally binding agreement between you (“Customer,” “you,” or “your”) and Neatly Moving & Storage (“Neatly,” “we,” “us,” or “our”) governing your use of our website moveneatly.com and our moving, storage, and junk removal services.

By accessing our website, requesting a quote, booking services, or using our services in any way, you agree to be bound by these Terms. If you do not agree to these Terms, do not use our website or services.

These Terms are in addition to, and do not replace, the Bill of Lading and other service-specific documents you will sign when booking and receiving services.

Neatly Moving & Storage provides:

• Local Moving: Residential and commercial moves within California
• Long-Distance Moving: Interstate household goods transportation to all 50 states
• Storage Services: Short-term and long-term storage solutions
• Junk Removal: Removal and disposal of unwanted items
• Packing Services: Professional packing and unpacking

We are a licensed motor carrier authorized to transport household goods. Our credentials include:

• USDOT Number: 2306227
• MC Number: 787354
• California PUC Number: 190959

Binding Estimates

For most moves, we provide binding estimates based on the inventory and services you describe. A binding estimate guarantees the total cost of your move based on the items and services listed. The price will not change unless:

• You add items or services not included in the original estimate
• Actual inventory differs materially from what was disclosed
• Access conditions differ from what was described (stairs, elevator availability, walking distance, etc.)
• You request additional services on move day

Hourly Rate Services

For local moves, we also offer hourly rate services. Hourly moves are billed based on actual time worked, with a minimum charge as specified in your estimate. Time begins when our crew arrives and ends when the truck is unloaded and paperwork is completed.

Estimate Validity

Estimates are valid for 30 days from the date issued unless otherwise specified. Pricing may change after this period.

Reservation Deposits

A deposit may be required to secure your moving date. Deposit amounts vary based on the type and size of move:

• Local Moves: Deposit requirements vary; many local moves do not require a deposit
• Long-Distance Moves: A deposit is required to secure your date and begin coordination

Deposit Refunds

Deposits are refundable if you cancel your move according to our cancellation policy (see below). Non-refundable deposits, if any, will be clearly disclosed at the time of booking.

Cancellation Policy

• 7+ days before move: Full refund of deposit
• 3-6 days before move: 50% of deposit refunded
• Less than 3 days before move: Deposit is non-refundable
• Same-day cancellation or no-show: Full deposit forfeited; additional fees may apply

Rescheduling

You may reschedule your move subject to availability. Rescheduling requests made less than 48 hours before your scheduled move may be treated as a cancellation and rebooking, and applicable fees may apply.

Cancellation by Neatly

We reserve the right to cancel or postpone services due to severe weather, natural disasters, road closures, or other circumstances beyond our control. In such cases, we will work with you to reschedule at no additional charge, or provide a full refund if rescheduling is not possible.

Accepted Payment Methods

We accept the following forms of payment:

• Credit cards (Visa, MasterCard, American Express, Discover)
• Debit cards
• ACH bank transfers
• Certified checks or money orders (for certain transactions)
• Financing through approved third-party providers

Payment Schedule

• Local Moves: Payment is due upon completion of services unless other arrangements have been made in advance.
• Long-Distance Moves: Payment is typically split between pickup and delivery. The specific payment schedule will be outlined in your estimate and Bill of Lading.

Payment Before Unloading

For long-distance moves, payment of the balance due must be made before unloading begins at the destination. We accept payment at delivery via the methods listed above. Please ensure you have an approved payment method available at delivery.

To ensure a smooth move, you agree to:

Before the Move

• Provide accurate inventory information and disclose all items to be moved
• Inform us of any access issues (stairs, elevators, long walks, parking restrictions, gated communities, etc.)
• Empty dresser drawers of heavy items (clothing, books, valuables)
• Disconnect and prepare appliances for transport
• Remove items from walls (pictures, mirrors, TVs)
• Secure or remove hazardous materials (see Prohibited Items below)
• Ensure clear pathways for movers
• Arrange parking for our truck(s) as close to the entrance as possible

During the Move

• Be present (or have an authorized representative present) at pickup and delivery
• Inspect your belongings and note any concerns on the Bill of Lading before signing
• Provide accurate contact information and remain reachable

For Long-Distance Moves

• Be available during the delivery window provided
• Notify us of any changes to your contact information or delivery address
• Have an approved payment method ready at delivery

We cannot transport the following items:

• Hazardous materials (explosives, flammables, corrosives, toxic substances)
• Perishable food items
• Live plants (for long-distance moves)
• Live animals or pets
• Illegal drugs or contraband
• Ammunition and firearms (must be transported by owner)
• Propane tanks and other pressurized containers
• Gasoline, kerosene, or other fuels
• Paints, solvents, and aerosols
• Batteries (automotive)
• Irreplaceable items of extraordinary value without prior arrangement

If prohibited items are found among your belongings, we reserve the right to refuse transport, remove them from the shipment, or dispose of them at your expense.

Released Value Protection (Basic Coverage)

At no additional charge, your shipment is protected at Released Value, which provides coverage of $0.60 per pound per article. This is the minimum level of liability required by federal regulations. Under this option, if a 50-pound item is lost or damaged, maximum compensation would be $30.00 (50 lbs × $0.60).

Full Value Protection

For greater protection, you may purchase Full Value Protection. Under this option, if an item is lost, destroyed, or damaged, we will, at our option: repair the item, replace it with a similar item, or provide a cash settlement based on current market value. Deductibles may apply. Details and pricing for Full Value Protection will be provided in your estimate.

High-Value Items

Items valued at more than $100 per pound (jewelry, antiques, fine art, collectibles, electronics, etc.) must be specifically listed on the High-Value Inventory Form. Failure to declare high-value items may limit our liability for those items.

Items of Extraordinary Value

We recommend that items of extraordinary sentimental or monetary value (family heirlooms, original artwork, important documents, jewelry, cash, etc.) be transported personally by you rather than included in your shipment.

Reporting Damage

• Note any visible damage or missing items on the Bill of Lading at delivery before signing
• Report concealed damage (damage discovered after unpacking) as soon as possible
• Take photographs of damaged items and packaging

Filing a Claim

Claims must be submitted in writing within nine (9) months of delivery. To file a claim:

• Visit our website at moveneatly.com/file-a-claim
• Email hello@moveneatly.com with “Claim” in the subject line
• Call us at (818) 660-1448

Claim Resolution

We will acknowledge your claim within 30 days and provide a resolution within 120 days of receiving your complete claim, as required by federal regulations. If we need additional information, we will contact you promptly.

Long-distance moves involve complex logistics. Delivery dates are provided as windows rather than specific dates because:

• Trucks make multiple stops along routes that vary based on shipment destinations
• Weather, traffic, and road conditions can affect transit times
• Federal regulations limit driver hours for safety

We will provide you with an estimated delivery window at the time of booking. As your shipment approaches, we will update you with more specific timing. You must be available during the entire delivery window or have an authorized representative available to accept delivery.

If you are not available at delivery and we cannot reach you, storage-in-transit fees and redelivery charges may apply.

For long-distance moves, we may use partner carriers to facilitate transportation. This is standard practice in the interstate moving industry and allows us to serve more destinations more efficiently.

When partner carriers are used:

• Neatly remains your primary point of contact
• Our liability and service commitments remain in effect
• Partner carriers are vetted and must meet our quality standards

The following additional charges may apply if conditions differ from those in your estimate:

Access Fees

• Stairs: Per flight when elevators are unavailable
• Long Carry: When truck cannot park within standard distance of entrance
• Elevator Fee: When building elevator must be reserved or has restrictions
• Shuttle Service: When a smaller truck is needed to access your location

Service Fees

• Waiting Time: If move is delayed due to customer unavailability
• Additional Stops: Stops not included in original estimate
• Storage-in-Transit: If delivery is delayed at your request
• Redelivery: If we cannot complete delivery due to customer unavailability

All potential fees will be disclosed in your estimate. We will notify you and obtain approval before applying any additional charges.

To the fullest extent permitted by law:

• Our liability for any claim is limited to the valuation coverage selected for your shipment
• We are not liable for damage caused by acts of God, public enemies, acts of public authority, inherent vice of the goods, or acts or omissions of the customer
• We are not liable for indirect, incidental, consequential, or punitive damages
• We are not liable for items packed by the owner unless external damage to the container is evident

You agree to indemnify and hold harmless Neatly Moving & Storage, its officers, employees, and agents from any claims, damages, losses, or expenses arising from:

• Your breach of these Terms
• Your provision of inaccurate information
• Your shipment of prohibited items
• Your failure to properly prepare items for transport
• Third-party claims related to your belongings

Informal Resolution

We encourage you to contact us first with any concerns. Most issues can be resolved quickly through direct communication. Contact us at hello@moveneatly.com or (818) 660-1448.

Arbitration

For claims that cannot be resolved informally, and as required by federal regulations for interstate moves, disputes regarding loss or damage may be submitted to arbitration. Information about our arbitration program is available upon request and will be provided with your moving documents.

Governing Law

These Terms are governed by the laws of the State of California and applicable federal regulations, including regulations of the Federal Motor Carrier Safety Administration (FMCSA) for interstate moves.

The Neatly name, logo, website content, and all related materials are the property of Neatly Moving & Storage and are protected by copyright and trademark laws. You may not use our intellectual property without express written permission.

When using our website, you agree not to:

• Use the website for any unlawful purpose
• Attempt to gain unauthorized access to our systems
• Interfere with the website’s operation
• Submit false or misleading information
• Use automated systems to access the website without permission

We reserve the right to modify these Terms at any time. Changes will be effective when posted on our website. Your continued use of our services after changes are posted constitutes acceptance of the modified Terms. We encourage you to review these Terms periodically.

If any provision of these Terms is found to be unenforceable, the remaining provisions will continue in full force and effect.

These Terms, together with the Bill of Lading and other service documents signed at the time of your move, constitute the entire agreement between you and Neatly regarding the services provided.

For questions about these Terms, please contact us:

Neatly Moving & Storage
1901 First Street
San Fernando, CA 91340
Phone: (818) 660-1448
Email: hello@moveneatly.com
Website: moveneatly.com

USDOT: 2306227
MC: 787354
CAL-T: 190959