Service Guarantee

Porch Moving Group Service Guarantee

Last Updated: September 5, 2025

HireAHelper, MovingPlace, Simple Moving Labor, and MovingStaffers (collectively, “Porch Moving Group” or “PMG”) provide the following Service Guarantee to registered customers (“Customer” or “you”) on behalf of the third-party providers (“Moving Service Providers” or “MSPs”) who advertise and provide home-related products and moving services ("Moving Services") through www.hireahelper.com, www.movingplace.com, www.simplemovinglabor.com, and www.movingstaffers.com.

Issues

This Service Guarantee applies to any Issues (as defined below) caused by a Moving Service Provider in providing the Moving Services. "Issues" are material problems with the Moving Services, as determined by Porch Moving Group, in its sole discretion, to the extent caused solely by the applicable Moving Service Provider(s).

Maximum Reimbursement

Maximum reimbursement under this Service Guarantee is one (1) $1,000.00 reimbursement payment per Customer household per calendar year.

Subject to the terms and conditions of this Service Guarantee, Porch Moving Group guarantees to you that in the event of an Issue, it will reimburse to you up to one hundred percent (100%) of the fees you paid your Moving Service Provider via the HireAHelper, MovingPlace, Simple Moving Labor, or MovingStaffers marketplace for the applicable Moving Services (up to a maximum of $1,000.00).

Reimbursement Process

You must make a diligent and good faith attempt to reconcile the Issue directly with the Moving Service Provider (such as by requesting a refund, monetary damages, etc.). If such reconciliation cannot be reached, you must complete the Complaints and Claims form (found online in your Customer account). This form must be filed within ten (10) business days from the day in which the applicable Moving Service Provider provided the Moving Services. Upon your proper filing of a Complaints and Claims form, Porch Moving Group will (i) verify, in its sole determination, the existence of an Issue, and (ii) if so verified, use commercially reasonably efforts to reconcile the Issue directly with the Moving Service Provider. If reconciliation of the Issue is also not reached by Porch Moving Group within thirty (30) days from your filing of the Complaints and Claims form, we will reimburse you in accordance with the terms above.

Conditions of Reimbursement

The Service Guarantee covering Issues is contingent upon all of the following:

  • Your full compliance with the reimbursement process described above (including, without limitation, your timely and proper notification to us) and our Terms of Use.
  • We are able, in our sole determination, to verify the existence of an Issue. The applicable Issue must, as determined by Porch Moving Group, be the Moving Service Provider’s fault (and you are not responsible, in any manner or to any extent, for such Issue).
  • You fully cooperate with Porch Moving Group in its activities in connection herewith (including, without limitation, by providing all requested documentation and photos).

Exceptions

This Service Guarantee does not apply to:

  • Services not expressly purchased through www.hireahelper.com, www.movingplace.com, www.simplemovinglabor.com, or www.movingstaffers.com. For example, this guarantee does not apply if the Issue arises with respect to services you purchase from a Moving Service Provider directly (and not expressly through our websites).
  • Anything caused by any party other than a Moving Service Provider, including any damages that occur during transport in a truck, container or other vehicle provided by you or a third party.
  • A Moving Service Provider's attitude, demeanor, courteousness, or politeness.

THE FOREGOING SECTION STATES THE ENTIRE OBLIGATION OF PORCH MOVING GROUP, AND YOUR ENTIRE REMEDY AGAINST US FOR ANY MOVING SERVICE PROVIDER ISSUE(S). EXCEPT AS SET FORTH IN THIS SERVICE GUARANTEE (AND ANY OTHER GUARANTEES EXPRESSLY PROVIDED FOR BY HIREAHELPER, MOVING PLACE, SIMPLE MOVING LABOR, AND MOVINGSTAFFERS IN WRITING AT WWW.HIREAHELPER.COM, WWW.MOVINGPLACE.COM, WWW.SIMPLEMOVINGLABOR.COM, AND WWW.MOVINGSTAFFERS.COM), WE MAKE NO REPRESENTATIONS, WARRANTIES (EXPRESS OR IMPLIED) OR GUARANTEES WITH RESPECT TO ANY MOVING SERVICE PROVIDERS OR THEIR MOVING SERVICES.

Scheduling

This Service Guarantee also applies to situations where Moving Service Providers are Late (as defined below). A Moving Service Provider is "Late" if they fail to arrive to provide the Moving Services by at least one (1) hour after the window of time designated by you during the procurement and booking process begins ("Designated Start Time"). For example, if you designated (via such process) that a Moving Service Provider arrive during a 9:00 a.m. – 10:00 a.m. window, the Moving Service Provider will be deemed Late at 10:01 a.m. (not sooner).

PLEASE NOTE: THIS SERVICE GUARANTEE DOES NOT APPLY TO ANY SEPARATE START TIME YOU HAVE INDEPENDENTLY ARRANGED WITH A MOVING SERVICE PROVIDER (I.E. A START TIME THAT IS NOT THE START TIME YOU DESIGNATED THROUGH YOUR CUSTOMER ACCOUNT), UNLESS YOU NOTIFY PORCH MOVING GROUP OF SUCH ALTERNATIVE TIME AT LEAST TWENTY-FOUR (24) HOURS IN ADVANCE BY CONTACTING US AT (866) 949-2492.

Replacement or Refund

Subject to the terms and conditions of this Service Guarantee, we guarantee to you that your Moving Service Provider will arrive by the Designated Start Time. If your Moving Service Provider fails to arrive by the Designated Start Time (meaning the Moving Service Provider is Late), then Porch Moving Group will: (i) use commercially reasonable efforts to promptly ensure your Moving Service Provider arrives or find a replacement Moving Service Provider, and (ii) for each full hour your Moving Service Provider, refund to you five percent (5%) of the fees you paid to HireAHelper, MovingPlace, Simple Moving Labor, or MovingStaffers for the delayed Moving Services (capped at one hundred percent (100%) of such fees).

The foregoing refund only applies to full hours between 8:00 a.m. and 6:00 p.m. in your time zone, and does not apply on a partial-hour (or pro-rata) basis.

For example, if a Moving Service Provider arrives Late by 1 hour and 45 minutes, you will be eligible to receive a five percent (5%) refund (no more). As another example, if a Moving Service Provider does not show up to provide the Moving Services and a replacement Moving Service Provider (provided by Porch Moving Group) arrives 5 hours and 30 minutes after the Designated Start Time, you will be eligible to receive a twenty-five percent (25%) refund. Third, if your Moving Service Provider does not show up at all, and Porch Moving Group does not or cannot help you find a replacement Moving Service Provider, then you will receive (as your sole remedy) a one hundred percent (100%) refund. Lastly, if your Moving Service Provider (or a replacement) arrives Late by 30 minutes, you will not be entitled to any refund.

Conditions of Replacement or Refund

The Service Guarantee covering Scheduling is contingent upon all the following:

  • You are in full compliance with our Terms of Use and you call us at (866) 949-2492 within fifteen (15) minutes from the time the Moving Service Provider is first Late.
  • The applicable Moving Service Provider is Late (and you are not responsible, in any manner or to any extent, for such delay). Porch Moving Group is able to confirm with the Moving Service Provider that they are Late.
  • You fully cooperate with Porch Moving Group in its activities in connection herewith.

THE FOREGOING SECTION STATES THE ENTIRE OBLIGATION OF PORCH MOVING GROUP, AND YOUR ENTIRE REMEDY AGAINST US FOR ANY MOVING SERVICE PROVIDER SCHEDULING DELAY. EXCEPT AS SET FORTH IN THIS SERVICE GUARANTEE (AND ANY OTHER GUARANTEES EXPRESSLY PROVIDED FOR BY HIREAHELPER, MOVINGPLACE, SIMPLE MOVING LABOR, OR MOVINGSTAFFERS IN WRITING AT WWW.HIREAHELPER.COM, WWW.MOVINGPLACE.COM, WWW.SIMPLEMOVINGLABOR.COM, OR WWW.MOVINGSTAFFERS.COM), WE MAKE NO REPRESENTATIONS, WARRANTIES (EXPRESS OR IMPLIED) OR GUARANTEES WITH RESPECT TO ANY MOVING SERVICE PROVIDERS OR THEIR MOVING SERVICES.

Misc.

Due to New York state law restrictions, the Service Guarantee is not offered, applicable or available to residents of the State of New York.