Customer Rules, Policies & Terms of Service

A moving appointment is considered confirmed once Security Moving Company confirms the booking.

Customers are responsible for providing accurate information when booking, including:

• Pickup and delivery addresses
• Type of property
• Number of floors
• Stairs
• Elevator requirements
• Parking and loading conditions
• Approximate amount of furniture and boxes
• Large or specialty items
• Number of stops
• Any building requirements

If the actual conditions of the move are significantly different from the information provided during booking, additional time, labor, equipment, or charges may apply.

Our standard hourly rates are:

• 2-MAN CREW: $149 PER HOUR
• 3-MAN CREW: $169 PER HOUR

A $100 truck/service fee applies when a Security Moving Company truck is required.

A minimum of 2 hours applies to moving services unless otherwise agreed in writing.

After the 2-hour minimum, additional time is billed in 15-minute increments.

Additional services requested by the customer may result in additional charges.

For hourly moving services, billable moving time begins when the crew arrives at the scheduled location and is ready to begin work.

Billable time ends when the requested moving services are completed, subject to the applicable minimum and billing increments.

Time may continue to accrue when delays are caused by customer instructions, lack of access, elevators, parking problems, additional items, or other circumstances outside the company's control.

When a Security Moving Company truck is used, a $100 truck/service fee applies unless otherwise stated on the customer's estimate. This fee covers the use and service associated with the moving truck.

Customers are responsible for:

• Being present or having an authorized representative present.
• Providing accurate information about the move.
• Providing access to the property.
• Providing keys, gate codes, and access codes when necessary.
• Reserving elevators when required.
• Obtaining required parking permits.
• Informing the company about stairs, long carries, narrow entrances, or difficult access.
• Removing personal valuables and important documents.
• Keeping children and pets away from active moving areas.

The customer is responsible for ensuring that the moving crew has reasonable and legal access to the pickup and delivery locations.

If the truck cannot park close to the entrance because of parking restrictions, blocked access, gates, stairs, elevators, long carries, or other conditions, additional labor time may be required.

Customers are responsible for reserving elevators and obtaining any building or property-management approval.

Security Moving Company uses reasonable care and professional moving equipment to protect customer belongings and property.

Depending on the service, our equipment may include:

• Moving blankets
• Furniture pads
• Stretch wrap
• Dollies
• Straps
• Moving tools
• Floor protection
• Door protection

Customers should notify the crew of any existing damage before moving begins. Pre-existing damage, structural weakness, or defects are not considered damage caused by Security Moving Company.

Customers may pack their own belongings unless packing services have been requested. Customers should properly close and secure all boxes.

Security Moving Company is not responsible for damage to items inside boxes that were improperly packed, inadequately protected, or packed by the customer, except as otherwise required by applicable law.

Customers should not pack hazardous materials, valuables, firearms, ammunition, or other prohibited items.

For safety and liability reasons, Security Moving Company may refuse to transport certain items. Unless specifically approved, customers should not place the following on the moving truck:

• Firearms or ammunition
• Explosives
• Gasoline
• Propane tanks
• Flammable liquids
• Hazardous chemicals
• Toxic materials
• Illegal substances
• Compressed gas cylinders
• Live animals
• Perishable items
• Cash
• Jewelry
• Important personal documents
• Irreplaceable items

Customers are strongly encouraged to transport cash, jewelry, important documents, medications, and irreplaceable personal belongings themselves.

Customers must disclose unusually heavy or specialty items before the move. Examples include:

• Pianos
• Gun safes
• Large safes
• Pool tables
• Large appliances
• Commercial equipment
• Exercise equipment
• Marble or stone furniture
• Extremely heavy furniture
• Oversized items

Additional crew members, specialized equipment, or additional charges may be required. Security Moving Company reserves the right to refuse an item when the proper equipment or personnel are not available.

Customers are responsible for arranging professional disconnection of appliances when required.

Security Moving Company may move appliances after they have been safely disconnected.

Unless specifically agreed in writing, Security Moving Company does not assume responsibility for plumbing, gas, electrical, water, or appliance-system connections.

Basic furniture disassembly and reassembly may be available when included in the service.

Security Moving Company is not responsible for problems resulting from:

• Missing hardware
• Broken furniture
• Improper previous assembly
• Manufacturer defects
• Damaged furniture
• Specialized installation requirements

Customers should keep all furniture hardware and instructions together.

Security Moving Company may refuse to move items or enter areas that present an unreasonable safety risk. This may include:

• Unsafe stairs
• Unsafe attics
• Crawl spaces
• Structural damage
• Dangerous animals
• Hazardous materials
• Unsafe flooring
• Severe weather conditions
• Other dangerous conditions

Employee and customer safety comes first.

Customers are responsible for keeping children and pets away from the moving area.

Moving trucks, ramps, dollies, furniture, and equipment can create serious safety hazards.

Customers should provide as much notice as possible when cancelling or rescheduling a move.

Cancellations or rescheduling may be subject to the cancellation policy provided at the time of booking.

If a crew has already been dispatched, applicable travel, dispatch, reservation, or cancellation charges may apply.

A customer may be considered a no-show when:

• No authorized person is available.
• The crew cannot access the property.
• The customer cannot be reached.
• The customer cancels after the crew has been dispatched.
• The customer is not reasonably ready for the scheduled service.

Applicable minimum, travel, dispatch, or cancellation charges may apply.

Customers must notify Security Moving Company as soon as possible about changes to:

• Pickup address
• Delivery address
• Moving date
• Number of items
• Number of stops
• Crew size
• Packing services
• Storage requirements
• Access conditions

Additional furniture, boxes, rooms, stairs, long carries, or stops may increase the amount of labor required.

Customers are responsible for telling movers where furniture and boxes should be placed at the destination.

Customers should inspect furniture placement before the crew leaves.

Moving an item again after the crew has completed the requested service may be treated as additional labor.

Customers are responsible for checking the property before the moving crew leaves. Customers should check:

• Closets
• Cabinets
• Garages
• Attics
• Storage areas
• Bedrooms
• Kitchens
• Bathrooms
• Patios
• Outdoor areas

Customers should notify the crew immediately if anything needs to be moved before the truck leaves.

Customers should inspect their belongings and property before the crew leaves.

If damage is discovered, customers should notify Security Moving Company as soon as reasonably possible.

A damage claim may require:

• Customer name
• Job number or invoice
• Move date
• Description of the damage
• Photos of the damaged item
• Photos showing the item's condition before moving, when available
• Purchase or repair documentation when requested

All claims will be reviewed according to the applicable service agreement, valuation/liability terms, and applicable law.

The customer's applicable liability protection is determined by the written service agreement and the type of move.

Customers should review the applicable valuation or liability option before signing their moving documents.

Security Moving Company's standard moving charges are not a substitute for homeowners or renters insurance.

Estimates are based on the information provided by the customer and/or an inspection performed by Security Moving Company.

Unless specifically identified in writing as a binding estimate, an estimate should not be considered a guaranteed final price.

Additional items, services, stairs, long carries, additional stops, access issues, or changes to the move may affect the final price.

Payment is due according to the payment terms provided by Security Moving Company.

Customers are responsible for all authorized charges associated with the move.

Additional services requested during the move may result in additional charges.

Security Moving Company may delay, reschedule, modify, or stop services when weather or other conditions create an unreasonable safety risk. Examples include:

• Severe thunderstorms
• Lightning
• Flooding
• Ice
• Unsafe roads
• Extreme weather
• Natural disasters
• Government restrictions

Safety comes first.

Security Moving Company reserves the right to stop or refuse service if employees are subjected to:

• Threats
• Violence
• Harassment
• Abusive behavior
• Discriminatory conduct
• Dangerous animals
• Weapons
• Illegal activity
• Unsafe conditions

Our employees deserve a safe and respectful working environment.

Security Moving Company may communicate with customers through:

• Phone calls
• Text messages
• Email
• Online booking systems
• Other contact information provided by the customer

Customers are responsible for providing accurate contact information and responding when information is required to complete the move.

If a customer has a concern during the move, the customer should notify the crew leader immediately.

Our goal is to address concerns while the crew is still at the property whenever reasonably possible.

Security Moving Company reserves the right to refuse or discontinue service when:

• Conditions are unsafe.
• The requested service is illegal.
• Required access is unavailable.
• The customer materially misrepresented the move.
• Required payment is not provided.
• The property presents an unreasonable safety risk.
• Required equipment or personnel are unavailable.
• The customer or another person engages in threatening, abusive, or discriminatory behavior.

Texas laws and regulations apply to applicable intrastate moving services.

Federal transportation laws and regulations may apply to interstate household-goods transportation.

Nothing in these terms is intended to waive rights or protections that cannot legally be waived.

By booking services with Security Moving Company, paying a deposit, authorizing the crew to begin work, signing the applicable documents, or otherwise accepting moving services, the customer acknowledges that they have had an opportunity to review the applicable rates, policies, estimate, service agreement, and terms.

The customer's specific written estimate or service agreement may contain additional terms.