Payment Cancellation Terms
1. Payment in full is required to secure your booking.
2. Payment must be submitted via EFT.
3. Ensure funds are reflected in our account before the move, as we do not accept bank-generated notifications as valid proof of payment.
4. For a full refund of your move, written notification must be received more than 14 days (including weekends and public holidays) prior to the move date. An administration fee of 15% of the invoiced amount will be charged.
5. Cancellation within 10 days of the move date results in a 75% refund of the invoiced amount.
6. If cancellation occurs within 7 days of the move date, a 50% refund of the invoiced amount will be issued.
7. Cancellation within 72 hours of the move date leads to a 25% refund of the invoiced amount.
8. The quoted price is based on the item inventory list provided. Additional items added on the moving day will incur extra charges.
9. No refund will be provided for items that we are unable to move or for changes to move details made on the day of the move.
10. Kindly communicate any changes within 7 days of the move, such as inventory updates, location modifications, or additional stops, to facilitate necessary adjustments before the moving day.
Quotation Terms
Quotation Basis:The provided quote is based on the information provided by you, the customer. Any additional items added on the moving day or extra stops required will result in additional charges.
Unforeseen Circumstances:
Please note that additional charges may apply in the following situations:
- Non-functional lifts without prior notification to the Agent.
- Items that do not fit in lifts, necessitating the use of stairs.
- Extended waiting time during the move.
- Request for extra services, such as door removal.
- Addition of extra stops on the day, not originally included in the quote.
On-the-Day Charges:
There might be on-the-day charges that need to be settled before the completion of your move.
Ensure you have mobile banking for instant EFT payment or Snapscan, as we do not accept cash.
Accurate Move Details:
Verify that the move details, including the inventory list and location stops, are accurate in the system-generated emails you receive from us. Our movers work based on these provided details.
Quoting Options:
Choose from the following quoting options:
- Option 1: Use the Website Quick Estimate option available online.
- Option 2: Fill out the online application with your routes, items, and desired moving date. If executive wrapping is requested, an accurate quote will be generated for your move.
- Option 3: Request a manual quote from one of our agencies via email.
Shuttle Option:
Select the shuttle option if the trucks are not permitted to enter the estate/complex for unloading. A shuttle will be necessary if the loading/offloading distance exceeds 50 meters.
Exclusions from the quotation
The provided quotation encompasses specific services and areas of the move. Please be aware of the following elements not covered by the quote:
1. Additional Items and Stops: Any extra items added on the moving day or extra stops beyond the original quote will incur additional charges.
2. Unforeseen Situations: Charges may apply for situations such as non-functional lifts without prior notice, items requiring staircase use due to lift limitations, extended waiting times during the move, and any other unforeseen circumstances.
3. On-the-Day Charges: There might be additional charges on the moving day, which should be settled prior to the completion of your move. We accept instant EFT payments or Snapscan, but do not accept cash.
4. Inaccurate Move Details: Verify that the details in the system-generated emails (including inventory lists and location stops) are accurate, as our movers follow these details.
5. Additional Services: Any requests for extra services, like door removal, furniture assembly or disassembly, or specialized packaging, are not included in the initial quote and will result in supplementary charges.
6. Shuttle Service: If the trucks are not allowed to enter the estate/complex for unloading, or if the loading/offloading distance exceeds 50 meters, the shuttle service option is not covered in the original quote.
7. Unauthorized Goods: The transportation of extra goods not approved as part of the booking contract is not included in the quote.
8. Loft or Cellar Moves: Moving items from a loft or cellar is excluded unless proper lighting, flooring, and safe access are provided.
Please ensure you are familiar with these exclusions to facilitate a smooth and informed moving experience.
General Terms
1. Only Help U Move (HUM) personnel and truck personnel are permitted to travel in our vehicle. We are unable to transport customers, customers' pets, or any other members of the public.
2. HUM will not be held liable for any loss of income stemming from damage or loss of any item, whether caused by negligence or not.
3. By agreeing to these terms and conditions, you declare that all goods slated for removal are either your property or that you possess the necessary authority from the owner to enter into a contract regarding the removal of said goods.
4. Notification in writing of any damages to goods must be provided within 48 hours of the move (delivery). This stipulated time limit is crucial.
5. Please note that the Help U Move team is focused on transporting your home items from one location to another. Standard moves do not encompass furniture arrangement. However, our executive move option includes a senior moving manager who can assist in furniture arrangement and unpacking.
Hosting Services
Third-Party Collaboration:
At Help U Move, we collaborate with a third-party provider to offer hoisting services, ensuring adherence to stringent safety standards.
This collaboration enhances our ability to provide clients with a seamless and secure experience.
Additional Charges:
Hoisting services are available at an additional charge, which will vary based on the height and quantity of items requiring hoisting.
This approach ensures that your unique needs are met effectively and professionally.
Extra Charges on the Day
1. Extra Items and Charges: If the move manager (if selected for the move) determines the possibility of moving additional items on the day, please have mobile banking (instant EFT) or Snapscan ready for any extra charges. Extra items will incur the following charges:
- Extra Boxes: R75.00 per box
- Extra fridge, washing machine, tumble dryer: R300 each
- Couches, dressing tables, single beds, double beds, queen size beds, king size beds: R350 each
- Larger and heavier items will start at R850.00 per item.
2. Small Items Packing: All small items to be moved must be appropriately packed into boxes or bags before our team arrives. Packing costs will apply if we are required to perform this packing.
3. Load Shedding Impact: Please verify your load-shedding schedule. If your move is affected by load-shedding, there might be additional charges on the day.
These provisions ensure transparency and convenience in managing any extra items and potential challenges on the day of the move.
Wrapping of Items
It's important to take proper precautions when transporting fragile items like TVs, mirrors, glass tables, and PC monitors to ensure their safety during transit. Here are some key points to take note of::
Transit Insurance:
HUM complimentary limited transit insurance cover covers limited potential damages during transportation. Our Insurance underwriters requires the following steps to be taken to qualify for our HUM Complementary limited transit insurance to be valid on Fragile items:
Fragile items (TVs, mirrors, glass tables, PC monitors) should be protective wrapped only by Help U Move employees.
Testing is required Before Loading: Before these items are wrapped and loaded onto the truck, the Help U Move team will test them to ensure they are in working condition. This step helps identify any pre-existing issues and establishes the item's condition before transit.
Testing After Unloading: Upon arrival at the delivery address, the team will test the items again to confirm that they are still in working condition. This step helps determine if any damage occurred during transit.
Protective Wrapping: It's crucial to select protective wrapping for these fragile items. Proper wrapping, such as bubble wrap or foam padding, can help safeguard them against shocks and vibrations during transportation. If protective wrapping is not chosen, Help U Move cannot be held liable for any damages that may occur.
Goods-in-transit Insurance
1. All-Risk Coverage: We provide coverage up to a load limit of R 1,000,000 through comprehensive goods in transit insurance, encompassing accidental damage.
2. Scratch and Dent Repairs: Repairs for scratches and dents caused by our personnel are covered up to a limit of R 2500 per item. Clients must furnish evidence of negligence and demonstrate that the damage did not exist before loading. Notification of such damage is required within 24 hours.
3. Additional Insurance: If supplementary insurance is required, customers should communicate this request at least 5 days before the contract date.
4. Timely Damage Reporting: We must receive written notification of any damages to goods within 48 hours of the move (delivery). Adhering to this time limit is crucial.
5. Negligence Exemption: We will not be held liable if negligence on your part contributed to the damage, or if any portion of the damage resulted from your own negligence.
Insurance Exclusions
a. Items not covered include furs, jewelry, bullion, precious and semi-precious metals and stones, curiosities, items of art, money, documents, stamps, sunglasses, keys, cell phones, tablets, laptops, and data.
b. Items wrapped in protective wrapping by anyone other than a company employee.
c. Electronic equipment and motor-driven goods' functioning.
d. Firearms, explosives, dangerous substances.
e. Foods and drinks.
f. Goods not packed or unpacked by our movers.
g. Items left inside furniture and loose, unpacked items.
h. Property or goods damaged due to difficult access (unless communicated 5 days prior to the move).
i. Documents or negotiable instruments.
j. Faults related to insured goods, such as defects, workmanship, or professional advice.
k. Consequences of delay, depreciation, market loss, or transportation charges related to your goods.
l. Direct actions related to insured goods, like gradual deterioration or inherent/latent defects.
m. Inherent vice, vermin, insects, damp, mildew, or rust.
o. Wear and tear or gradual deterioration, unless resulting from an accident or misfortune not otherwise excluded.
p. Mechanical, electronic, or electrical breakdown, failure, breakage, or derangement of insured property, unless resulting from an accident or misfortune not otherwise excluded.
Conditions of Transport, Packing, and Loading/Off-Loading of Items:
1. Do not pack loose articles in wardrobes, cupboards, or trunks.
2. Ensure all water is drained from washing machines and fridges.
3. Transport jewelry, ammunition, keys, medals, and firearms with the owner.
4. Wine collections and beverages should be packed and sealed by the owner; transportation is at your own risk.
5. Do not water flowers and plants before or during transportation.
6. Furniture and goods cannot be carried if the distance exceeds 50m between the truck and the collection/delivery point. If it does, the owner must arrange transport for furniture and goods. If carried beyond 50m, the owner assumes responsibility for potential damage, and the removal company is not liable for any reasonable damage. A shuttle can be arranged if needed.
7. HUM will not transport flammable fluids and paint.
8. Only EMPTY 9kg gas bottles and less will be transported by HUM.
9. Disconnect all electrical connections personally.
10. For Pianos and large safes weighing over 50 kg, HUM will arrange third-party removal, with the cost included in the quote.
11. Delays caused by the customer in loading or off-loading will incur a charge of R25 per minute.
12. Only items listed in the inventory will be loaded; ensure your inventory list is comprehensive.
