We know policy pages aren’t the most exciting thing to read but they’re important. We promise everything here is meant to make your experience smooth, clear, and stress-free.

Over the years, we’ve seen just about every kind of request and situation. When we’re on the clock, we’re fully committed to you and will always do our best to accommodate your needs whenever we reasonably can.

That said, some requests come with built-in risks. In those cases, we can’t take responsibility for outcomes that result directly from specific customer instructions — but we’ll always be upfront with you about any concerns.

Every policy you see here exists for a reason. They’ve been shaped by real experiences and are designed to protect both you and our team.

If anything feels unclear, just reach out. We’re always happy to explain.

Customer Presence & Final Walk-Through

The customer or an authorized representative must be present for the duration of the move. Your guidance is essential to ensure that all items are handled according to your instructions.

It is the customer’s responsibility to complete a final walk-through of the premises to confirm that all items have been removed.

1. Valuables, Live Pets, and Urns Policy

  • Valuables

    Customers are responsible for all high-value items such as jewelry, cash, important documents, and collectibles.

    IPS NYC Moving & Storage does not transport these items and is not liable for their loss or damage. We recommend that valuables be carried personally or secured in a separate shipment.

  • Live Pets

    IPS NYC Moving & Storage does not transport live animals, including pets of any kind. Customers must make separate arrangements to safely transport their pets.

  • Urns and Human Remains

    IPS NYC Moving & Storage does not transport human remains, cremated ashes, or urns. These items must be transported by the customer or a licensed service specializing in such shipments.

2. Parking Arrangements

Customers are responsible for securing any required parking permits prior to the scheduled move date. We strongly recommend obtaining a moving permit for all relocations, as it helps ensure the moving truck can be parked as close as possible to the entrance, improving efficiency and reducing potential delays.

Because you are most familiar with the parking conditions at your location, it is your responsibility to determine whether a permit is necessary or if adequate parking can be arranged independently. In most cases, we require approximately 25-30 feet of space to accommodate the truck. If you anticipate any difficulty with parking at your address, please obtain the appropriate permits or notify us in advance so we may discuss possible arrangements.

The driver reserves the right to park in a location deemed appropriate to efficiently perform services, including situations requiring double parking or other temporary measures.

The customer agrees to assume responsibility for and pay any parking fees, citations, or penalties incurred by the carrier’s vehicles while providing services under the customer’s hire.

3. Loading and Unloading Services Only

When IPS NYC Moving & Storage is engaged solely to provide loading or unloading services, we are not responsible for any damage that may occur during the transportation of furniture. Our liability is limited to items while they are in our direct care, custody, and control.

Once the loading process is complete, and prior to unloading, IPS NYC Moving & Storage is released from responsibility for any items in transit.

4. Refrigerator and Freezer Moving Policy

Refrigerators and freezers must be completely emptied prior to the scheduled move. For safety and sanitation reasons, we are only able to transport units that are free of all contents. IPS NYC Moving & Storage does not provide disconnection or reconnection services for Plumbed refrigerators.

Upon request, we will make every effort to load these appliances last and unload them first to help minimize disruption and allow for timely setup at the destination.

5. Aquarium Moving Policy

Aquariums must be completely emptied prior to the scheduled move. This includes the removal of all water, fish, plants, and any other living organisms. For safety and liability reasons, we can only transport aquariums that are entirely empty at the time of service.

6. Flat Screen TV Moving Policy

Flat screen televisions are highly sensitive and may be damaged by extreme temperatures, minor impacts, or changes in altitude. Whenever possible, the original manufacturer’s packaging should be used for transport, as it provides the best protection. If manufacturer’s packaging is not available you can purchase a TV moving box for an additional fee.

Please note that, in the absence of visible external damage or clear evidence of negligence, IPS NYC Moving & Storage cannot assume responsibility for the functionality of TVs after delivery.

7. Drawer and Cabinet Moving Policy

All dresser drawers, file cabinets, and desk drawers must be emptied prior to the move. Furniture will need to be lifted and carried and overfilled or excessively heavy drawers can increase handling difficulty and risk of damage.

Lateral file cabinets must be completely emptied. Standard cabinets may remain filled, provided the contents are secure and will not shift during transport.

8. Household Appliances Moving Policy

IPS NYC Moving & Storage does not provide disconnection or reconnection services for household appliances, including washers, dryers, stoves, dishwashers, or plumbed refrigerators. Any such work must be performed by a licensed plumber, electrician, or gas technician.

9. Heavy or Bulky Items

For any heavy or oversized items, please provide a detailed description for our staff when booking your move. We will inform you in advance if any additional charges apply.

10. Additional Work and Service Changes on the Day of the Move

If a move requires work beyond the scope of the original service agreement, IPS NYC Moving & Storage reserves the right to fulfill pre-existing obligations before completing any additional tasks.

For example, if the original service request was for a two-room move, and on the day of the move the customer requests extra rooms, additional pickups or drop-offs, or other services not included in the initial order, this may substantially increase the total move time and pricing.

To maintain schedule integrity and ensure timely service for all customers, we reserve the right to postpone any additionally requested services until our next available time or until after completion of other scheduled jobs that day.

11. Driver Hours and Regulatory Compliance

IPS NYC Moving & Storage reserves the right to limit the workday to a maximum of 12 hours. In certain circumstances, in accordance with Department of Transportation (DOT) hours of service regulations, it may be necessary to shorten a job or assign a replacement driver to ensure compliance with applicable safety and legal requirements.

12. Weather-Related Rescheduling

IPS NYC Moving & Storage reserves the right to reschedule a move to a mutually agreed upon time without liability in the event of inclement weather. This includes, but is not limited to, heavy or freezing rain, snow emergencies, hurricane warnings, travel bans, or other hazardous conditions that may compromise safety or service quality.

13. Crew Size

IPS NYC Moving & Storage reserves the right to determine the number of movers assigned to each job based on factors such as current scheduling, crew availability, weather conditions, and other operational considerations.

14. Payments

Full payment for local moves is required on the day services are rendered. Payment must be made upon completion of the job.

We accept Cash, Zelle and major credit cards, including Visa, MasterCard, Discover, and American Express. There is a 3.5% convenience fee applied to your final balance if payment is made by credit card. A signed credit card authorization form will be required to complete the transaction. We do not accept personal checks.

15. Damages and Claims

Any claims for loss or damage must be submitted in writing to our Claims Department within 30 days to Claims@ipsnycmovers.com. In addition, all visible damage must be noted in writing in the Bill of Lading on the day of the move, prior to the crew’s departure from the premises.

Our company standards include a joint inspection of furniture and property by both the moving crew and the customer. However, the final inspection and verification of condition remain the customer’s responsibility. Upon completion of the move, all customers are required to sign the Bill of Lading, which states: “The above services were rendered and all goods delivered in good order, except as noted.”

This document is critical for insurance purposes, as it verifies that any reported damage occurred on the date of service and ensures eligibility for potential coverage.

Please note that claims will not be reviewed or processed unless payment has been made in full as required. Customers may not withhold or deduct payment from the final invoice to offset alleged damages. Unauthorized deductions from the agreed-upon charges are not permitted.