How claims work

Most moves go fine. If one doesn't, this is exactly what happens — the deadlines, what to include, what's covered, and how we decide. No surprises.

1. Your payment is held until the move is done

When you book, your payment is held by MoovSource — the mover isn't paid yet. After the mover marks the job delivered, you have 48 hours to confirm everything is fine or report a problem. If you do nothing, the payment is released to the mover when the window ends.

2. Look everything over at drop-off

The easiest problems to solve are the ones noticed while the crew is still there. Check your items before they leave. You'll get a link by email to confirm the delivery or report a problem — no login needed.

3. Reporting a problem

• Choose what kind of problem it is: damaged during the move, doesn't work properly, missing, or something else.
• Describe it, and say how much you're asking for if you like (never more than you paid).
• Damage claims need at least one photo. A repair estimate or receipt, as a photo, helps a lot.
• Reporting keeps the payment on hold. You can keep adding photos while your claim is open.

4. What happens next

1. The mover is asked to respond — with their own photos — within 48 hours. If they don't, we decide with the evidence we have.
2. We review both sides. We aim to decide within 3 business days of your report. You can see where your claim stands on the same page you reported it from.
3. We then refund you in full, refund part of it, or release the payment to the mover, and email you the outcome.

5. If you notice damage after the payment is released

You can still report damage or a missing item, with photos, for 14 days after delivery. These claims are reviewed more strictly — the sooner and clearer the evidence, the better. Claims that something “doesn't work” can't be reported after release.

6. What we look at

• The condition and any problems you described before the move, and the photos you took (you can add them from My moves).
• The mover's pickup report and photos (all around, at least 4, for boats, vehicles and heavy specialty items) and their photos at delivery.
• When the problem was found — at drop-off, or after the crew left.
• Both sides' history on MoovSource.

The pickup report covers visible condition only. It doesn't vouch for the inside of wrapped, boxed or assembled items, or whether something works — and a mover who couldn't inspect or test an item says so. A claim that something doesn't work is generally not covered unless you told the mover it was working before booking and can show it.

7. Limits

The most MoovSource will ever refund for a booking is the amount you paid for that move. If a loss is bigger than that, the rest is between you and the mover (and their insurance, which we verify) — we'll give you the records you need. Decisions are made in good faith by MoovSource and don't replace your legal rights.

8. What isn't covered

• Cash, jewelry, watches and other small valuables
• Important documents, passports and keys
• Firearms and ammunition
• Perishable food, plants and live animals
• Hazardous materials (fuel, propane, paint, chemicals)
• Art, antiques and collectibles worth more than $2,000, unless declared and agreed with the mover in advance
• Damage that was already there, including problems you listed when you booked
• Normal wear, and damage caused by faulty packing you did yourself

9. If your mover doesn't show up

Once your move day has started, if the crew never arrives, tap “didn't show up” on your booking in My moves. You're refunded in full right away — no cancellation fee — and we record it on the mover's account. Repeated no-shows lead to a mover being removed. (If the mover already filed their pickup report, they did arrive — report a problem instead.)

10. Changing the date

Either side can ask to move a booking to a new date from My moves (customers) or the Bookings page (movers). The other side has to accept, nothing changes until they do, and there's no fee for anyone. If you just need out, cancelling still follows the cancellation fees in our Terms.

11. Fair play

Knowingly misdescribing an item, or claiming damage that was already there, can lead to a claim being denied and an account being limited or closed. Repeated claims are looked at closely, and records of a booking may be given to your bank or payment provider if a charge is disputed. The same goes for movers: reports and photos that don't match what happened count against them.

Questions? Email support@moovsource.com. See also our Terms and Privacy Policy.