Moving Service Provider Policies v2.02

Managed Moving Services Policies

Last updated: March 22, 2022

Managed Moving Services program

  • Description. For Managed Moving Services, Porch Moving Group ("PMG") sets the prices the moving customer will pay for the services. As a Moving Services Pro ("MSP" or "you"), PMG will contract your services to fulfill the Managed Work Order and pay you at the price you have indicated, in accordance with the Pricing Policy. You must sign the Terms of Service for Moving Pros and the Additional Terms for Moving Services Professionals in order to be assigned a Managed Work Order from PMG.
  • Pricing. In your account, you will determine and indicate your compensation rates for services by the hour, travel and other fees. While there are no limitations to the rates you set, it is important to note that competitive pricing is a determining factor of how PMG chooses a provider for any given Managed Work Order. More favorable pricing will result in PMG assigning you more Managed Work Orders. Once you set your rates, you can only change them by contacting a PMG agent at [email protected] and the changed rates will only apply to future Managed Work Orders you accept.
    • Flights of stairs. To determine fees for "flights of stairs", please note that PMG defines a "flight of stairs" as four or more steps between floors. Stairs are still considered "one flight" if the steps are interrupted by a landing and continue to lead you to the next floor of the building. Our representatives keep this definition in mind at the time of booking when gathering details from moving customers.. PMG's policy is that the first flight of stairs on an order is always free. For all flights, you have the option to charge extra, regardless of whether the additional flights are at the initial location or subsequent locations.
    • Travel fees. To determine travel fees by miles, PMG uses Google Maps to determine the actual driving mileage between two locations (from the Moving Pros business address to the center of the User's zip codes). In the rare case that PMG cannot determine the driving mileage, distance is calculated as the shortest distance between two points on the map. When the Managed Work Order covers a local move (when the moving customer's locations are within 100 miles of each other), no additional travel fees will be added as you are charging for the time it takes to drive to the moving customer's second location.
  • Same Day/Next Day. You may indicate in your account if you are willing to be assigned to same day or next day Managed Work Orders. If you do so, please note that a PMG agent will always confirm that you are available for a same day or next day job before assigning it to you by calling you.
  • Scheduling. PMG gathers as much information as possible from moving customers in order to estimate the length of the Managed Work Order. PMG will determine the total number of crew size and hours, known as pre-booked time in the Managed Work Order. These will be blocked off on your calendar once the customer completes the booking. Customers can reduce or increase pre-booked time at their discretion, but PMG will make every effort to guide the customer to pre-book the correct amount of time based on PMG calculations.
  • Acceptance of Managed Work Orders. In your account, you must accept any Managed Work Orders assigned to you within 24 hours. If you do not accept it within that time frame, it will be reassigned to another MSP. Once you have confirmed a Managed Work Order via your account, the details will automatically appear in your Calendar in your account. This view should be monitored regularly.
  • Reminders. As a courtesy, PMG will call you with a reminder the day before a scheduled Managed Work Order. Alternatively, you have the option to receive a text reminder. 1 day prior to an upcoming job date providers will receive a reminder call (providers can opt for texts instead) 1 day prior to an upcoming job date.

Uniform Policy

All MSPs and their crews fulfilling a Managed Work Order must wear a uniform. A uniform may consist of matching shirts or different shirts if they all display the same company logo.

Equipment Policy

MSPs must bring a hand truck, furniture dolly or moving straps and a basic set of tools (Flathead and Philips Head Screw Drivers, Allen Wrench Set, Adjustable Crescent Wrench, And Pliers) to fulfill each Managed Work Order.

Order Changes Policy

If a moving customer requests a change to their Managed Work Order by adding to crew size or adding time, the change will be approved based on your indicated availability. PMG will only approve a change that results in a reduction in hours or crew size if the request is made more than 3 days prior to the scheduled date of the Managed Work Order.

Delays; Arrival Time; Cancellation Policies

  • Delays. If you arrive during the one hour arrival window selected, the "clock" for your Managed Work Order begins upon arrival, even if the moving customer is not ready for you to begin work.

  • Arrival. You must arrive in the 1 hour arrival window selected or will be considered late. If the crew is going to be late to a job for any reason, you must call PMG directly. PMG is your customer. Please try to have a backup plan if your movers call out sick or have car issues, or something similar. Arriving outside of the scheduled arrival time may result in quality score reduction and may affect the rate at which we assign future Managed Work Orders to you.

  • Overtime Policy. As part of our Managed Moving services, we require that MSPs stay up to a total of 2 additional hours over the pre-booked time. You will be compensated in accordance with the overage rates indicated in your account. If additional hours are needed, you may continue to work at your discretion at the overage rates indicated in your account.

  • Refund Hours Policy. As part of Managed Moving services, PMG always tries to accurately anticipate the number of hours a moving customer needs to book. In the event that the pre-booked hours exceed the actual hours needed to fulfill the Managed Work Order, PMG will subtract no more than 1 hour of the pre-booked time from the total.

  • Cancellation by you.

    • We ask that if you need to cancel a Managed Work Order for any reason, you do so with as much notice as possible.
    • If you do not show up for a Managed Work Order and you have not notified PMG, you will:
      • Be put in vacation mode. You will temporarily not receive any more Managed Work Orders until your call or yourself out of vacation mode on your account.
      • Received a 0 as Quality Score. This may impact your ability to receive future Managed Work Orders.
      • You will owe PMG a MSP No Show Fee = 75% of pre-booked compensation
        • We will deduct this fee from your payment
        • If you do not pay the cancellation fee or if you have an excessive amount of no shows (as determined solely by PMG) we may deactivate your account.
  • Cancellation by moving customer.

    • You will receive the following fees for a cancellation by the moving customer:
      • Moving customer cancels 3 or more days prior to Managed Work Order date = No cancellation fee
      • Moving customer cancels because of late arriving crew = No cancellation fee
      • Moving Customer cancels between 3 days and 1 Day prior Managed Work Order date = PMG will pay you a cancellation fee of 10% of your pre-booked compensation
        • Note: 1 day prior is considered within PMG business hours the day before scheduled service
      • Moving Customer cancels on the day of service - PMG will pay you a cancellation fee of 75% of your pre-booked compensation.

Onsite Problems Policy

If you have problems with a moving customer, the Managed Work Order, or anything pertaining to the Managed Work Order on the job site, you should immediately contact the PMG Service Team. The PMG Service Team will assist in resolving the issue.

Work Order and Payments Policy

  • Submission. You must submit a PMG work ticket to PMG at the completion of each job. An electronic work ticket will be provided to you via email and in your account at the beginning of each job.
    • All work tickets must be signed by the moving customer to be considered valid.
    • All work tickets, whether electronic or by other method, must be submitted to PMG no later than 3 days following the Managed Work Order date ("Work Ticket Due Date").
    • If work tickets are not received within this time period:
      • The Managed Work Order will be considered completed and paid at the pre-booked time only; and
      • We will review and initiate payment processing 3 business days after the Work Ticket Due Date.
  • Payment. Submitting work tickets electronically is the fastest way to get paid.
    • Once you submit the work ticket electronically, it will be sent to the moving customer for their signature. Moving customers have one day to sign. We will begin processing payment once we receive the moving customer signature, or at the completion of the one day period.
    • If you submit the work ticket by other methods, we will review the work ticket and initiate payment processing in 3 business days.
    • Funds are subject to normal banking processing times.

Claims Policy

You are responsible for damage to Moving Customer property in the following amounts:

  • Property Damage - Full Amount
  • Goods Damage - .60/pound if damaged by crew during unloading or improperly loading (when the moving customer provided appropriate protection of one furniture blanket per piece of furniture for hourly)
  • Unit Based - 60/pound if damaged by crew, including unloading, or improperly loading

Marketplace Moving Services Policies

Last Updated: March 22, 2022

Managed Moving Services program

  • Description. Porch Moving Group ("PMG") provides a platform for moving customers to connect to moving professionals. "There are two types of Services that you may "opt-in" to make Services available through the Platform and provide: (1) Labor Service, which cannot include transportation and (2) Moving Service, for local and intrastate moves, which includes transportation. Labor Service and Moving Service are referred to jointly as "Services". You must sign the Terms of Service for Moving Pros in order to accept a Marketplace Work Order.
    • When you provide Labor Service providing any transportation or assistance with any transportation using trucks or any vehicles of any kind will be a violation of these policies and will be grounds for deactivation of Your Account.
  • Pricing.
    • Rates. In your account, you may indicate your flat rates, travel rates, same day rates, next day rates, equipment fees, and any other rates or pricing. You may also indicate your area coverage.
    • Overage. For any hours worked over the pre-booked time, the default option in your account will indicate that you do not provide such Service. If you make the election in your account that you are willing to provide time beyond the pre-booked hours and/or provide Service beyond what was originally booked by a Moving Customer, you are agreeing to that availability on every Marketplace Work Order in circumstances where more time is needed.
    • Refunds. Options for a refund policy are listed in Your Account. It is your responsibility to make clear what your refund policy is in Your Account. Should you elect to offer refunds for unused time, you are agreeing to refund Moving Customers on every Marketplace Work Order where a Moving Customer requests a refund for the unused time. If you elect to not offer refunds for unused time, but you show up late to fulfill a Marketplace Work Order, the Moving Customer is entitled to a refund of unused time equal to the amount of time you were delayed.
    • Flights of stairs. To determine fees for "flights of stairs", please note that we define a "flight of stairs" as four or more steps between floors. Stairs are still considered "one flight" if the steps are interrupted by a landing and continue to lead you to the next floor of the building. Our representatives keep this definition in mind at the time of booking when gathering details from moving customers. Our policy is that the first flight of stairs on an order is always free. For all flights, you have the option to charge extra, regardless of whether the additional flights are at the initial location or subsequent locations.
    • Travel fees. To determine travel fees by miles, we use Google Maps to determine the actual driving mileage between two locations (from the Moving Pros business address to the center of the User's zip codes). In the rare case that we cannot determine the driving mileage, distance is calculated as the shortest distance between two points on the map. When the Marketplace Work Order covers a local move (when the moving customer's locations are within 100 miles of each other), no additional travel fees will be added as you are charging for the time it takes to drive to the moving customer's second location.
  • Marketplace Work Orders. Upon selecting a Moving Pro, a Moving Customer enters the date, time and description of the Labor Service or Moving Service they wish to procure into a Marketplace Work Order. Service under the Marketplace Work Order may go longer or shorter than the specifications listed.
    • You have 24 hours to accept or reject a Marketplace Work Order. If you do not reply within 24 hours, you will receive another email notification and a 24-hour grace period to respond to the Marketplace Work Order. If you ignore and/or fail to respond to a Marketplace Work Order notification, your account may be deactivated, and the Marketplace Work Order will be re-routed to a different Moving Pro in the market area.
      • If you indicate you can offer same day and/or next day service you must respond to a Marketplace Work Order notification 2 hours in advance of the requested start time or within 24 hours, whichever is sooner.
    • You agree to contact the Moving Customer to confirm the details of the Marketplace Work Order both when it is booked and between twenty-four (24) and forty-eight (48) hours before the scheduled Service start time
  • PMG Fees. Our fees vary depending on the Marketplace Work Order type and coverage level provided by us to you on each Marketplace Work Order. You hereby authorize us to withhold these fees once a Moving Customer confirms a Marketplace Work Order was successfully completed, and authorize us to transfer payment for Service to you.
    • Fees:
      • All Direct Book Orders = 15% of the total Fees Charged. Tips not included.
      • Premium Coverage All Standard, Elite, and Movers + Truck Orders = 29% of the total Fees Charged. Tips not included.
    • Disputes: All communication regarding disputed payments and cancellation fees must be submitted in writing using one of the following methods:
      • Email: [email protected]
      • Fax: (858) 724-1805 (Attn:Payments)
      • Mail: HireAHelper, LLC Attn: Payments 3156 Vista Way, Ste 400 Oceanside CA 92056
  • Criminal Background Checks. Participation in the Elite & Mover +Truck programs require proof of a passed background check which must be uploaded to your account.
  • Programs. You can participate in our Elite and/or Mover & Truck programs by meeting the requirements listed in your account.

Order Changes Policy

Moving Customers may change the details of the Marketplace Work Order with more than 24 hours' notice without fee. If a Moving Customer reschedules or changes the Service with less than 24 hours' notice, you may charge them a fee of a 1-hour charge at your standard hourly Labor Service rate. If a fee is applied, we will retain ten (10) percent of the total cancellation fee as our fee.

Cancellation & Delays Policies

  • Cancellation.

    • Cancellation by the Moving Customer. You will receive the following fees in the case of cancellation by the moving customer:

      • Moving customer cancels with more than 24 hours' notice, calculated from the end of the scheduled service start time listed in the Platform = No cancellation fee
      • Moving customer cancels because of late arriving crew or inability to contact you = No cancellation fee
      • Moving Customer cancels between 24 hours and 1 hour before scheduled start time on the Marketplace Work Order date = You may charge a cancellation fee of a 1-hour charge at your standard hourly Labor Service rate.
      • Moving Customer cancels with less than 1 hours' notice = You may charge a cancellation fee of a 2-hour charge at your standard hourly Labor Service rate.
        • Note: If you cannot contact a Moving Customer and it is after the scheduled Service start time, you can leave the address and charge a cancellation fee of a 2-hour charge at your standard hourly Labor Service rate.
      • If cancellation fee is applied, we will retain ten (10) percent of the total cancellation fee as our fee.
    • Cancellation by you:

      • You must give notice to both the Moving Customer and us
      • Notice more than 24 hours' notice before the Marketplace Work Order's start time:
        • The Work Order will not be marked as a "No-Show" and there will be no penalties. However, if this happens consistently, we reserve the right to assess penalties on your next cancellation.
      • Notice between 24 hours and 1 hour before the Marketplace Work Order's start time:
        • The Work Order will be marked as a "No-Show" and you must reimburse for one hour based on your hourly rate for that Work Order..
      • Notice less than 1 hour before the Marketplace Work Order's start time:
        • The order will be marked as a "No-Show" and you must reimburse us for two hours based on your hourly rate for that Work Order.
        • If a Work Order is marked as a "No-Show" you will not be able to access your account until we receive the fees owed for that Work Order.
      • PLEASE NOTE
        • If you have an excessive amount of "No-Shows", we reserve the right to remove your listing from the Platform indefinitely.
        • Keep in mind that customers are shown the amount of "No-Shows" each company has had over the last 12 months.
        • Having "No-Shows" on your listing may negatively impact the amount of orders you receive.
      • WHERE DOES YOUR PENALTY GO?
        • It goes to the moving customer for the inconvenience and/or to hire a replacement.
  • Delays.

    • In the case of Moving Customer delay:
      • If the moving customer is running late and not ready for Service at the scheduled Service start time, you must give the Moving Customer the option to either 1) cancel the Marketplace Work Order and pay the cancellation fee of a 2-hour charge at your standard hourly Labor Service rate or 2) have you wait on the clock for at least the amount of time you were booked for.
      • If you arrive at a job site during the scheduled Service start time and a Moving Customer is not present, you will be on the clock and can charge for wait time as soon as you complete calls to the Moving Customer and us. If a cancellation fee applies, we will retain ten (10) percent of the total cancellation fee as our fee.
    • In the case of your delay:
      • Call your moving customer if you are running late. If the moving customer calls us, we may assist them in selecting another Moving Pro and this will be considered a cancellation with notice of less than 1 hour. You will be penalized accordingly. We will not reimburse you for your time.
      • If an issue arises but you can arrange an alternate start time or date that works for the customer without HireAHelper getting involved then no fees will be required.
      • The above penalties might be waived in our sole discretion in the case of special circumstances (hospitalization, car accident, death in the family, etc.) Official documentation of the circumstance will ALWAYS be required for the penalties to be waived.

Disputes over Fees Policy

If there is a dispute regarding cancellation fees owed, you must be able to show proof via emails and/or phone records that you confirmed the Marketplace Work Order both when it was booked and between twenty- four (24) and forty-eight (48) hours before the scheduled Service start time and that you attempted to contact the Moving Customer. All communication regarding disputed payments and cancellation fees must be submitted in writing using one of the methods below: Email: [email protected] Fax: (858) 724-1805 (Attn: Payments) Mail: HireAHelper, LLC Attn: Payments 3156 Vista Way, Ste 400 Oceanside CA 92056.

Work Order and Payments Policy

We process payments from Moving Customers to Moving Pros via ACH deposit or paper check. You agree that the bank account or mailing address listed in Your Account is the correct one to send payment to. We are not responsible for lost payments due to incorrect payment information.

Once a Marketplace Work Order is complete, Moving Customers can authorize us to transfer payment to you by either calling or texting the Payment Release Line at the end of each Marketplace Work Order, or by signing off on either 1) the paper invoice you present to the Moving Customer, which you then upload to your account or 2) the invoice they received electronically from us showing the hours completed.

If we are unable to collect payment from a Moving Customer, your sole remedy is against that Moving Customer. We provide an IRS 1099-K form to you for each calendar year showing the dollar amount paid to you that was processed through the Platform during such calendar year. You agree and consent to receive the 1099-K form electronically.

Coverage Policy

  • General

    • If you accept a Marketplace Work Order, you will select or be assigned "coverage" on each Work Order. Coverage refers to the level of Service provided by us in addressing and administering claims initiated by moving customers and the corresponding fees owed to us, by you, for that coverage. There are different levels of coverage available based on the type of Marketplace Work Order processed. You agree to be fully responsible to discuss and resolve such damage claims directly with the Customer.
    • Yearly limits on coverage: Our coverage for damages is capped at $10,000 per Professional per year. Our coverage for chargebacks plus cancellation fees plus extra hours is capped at $1,000 per Professional per year.
  • Coverage for Damage to Household Goods & Other Property - Basic Coverage -All Direct Book Orders

    • Damage to items moved: Professionals pay the first $150. We cover up to $1,000 above $150 per Marketplace Work Order when the damage to items moved resulted from items being handled, loaded/unloaded, and/or packed/ unpacked by a Professional. Professional pays any amount over $1150 on any single claim for damages. These amounts do not cover damage to items transported in a freight trailer.
    • Damage to other property: You the first $150. After the first $150, we cover up to $1,000 per Marketplace Work Order when damages to property are caused by a Professional. You pay any amount over the $1150 on any single claim for property damage. "Other property" includes but is not limited to floors, doors, walls, molding, ceilings and vehicles.
  • Premium Coverage for all Standard, Elite, and Movers + Truck Orders

    • Damage to items moved: you pay the first $150. We cover up to $1,500 above $150 per Marketplace Work Order when damage to items moved results from items being handled, loaded/unloaded, and/or packed/ unpacked by you. You pay any amount over $1650 on any single claim for damages. This does not cover damage to items transported in a freight trailer
    • Damage to other property: You pay the first $150. After the first $150, we cover up to $1,500 per Marketplace Work Order when damages to property are caused by you. You pay any amount over the $1650 on any single claim for 'Other property" damage.
  • NO FEE

    • Chargeback coverage - We defend and cover chargebacks from a Moving Customer's financial institution so long as you supply adequate proof that Service on a Marketplace Work Order was completed.
    • Cancellation fee Coverage – We cover cancellation fees when a Moving Customer refuses to pay so long as you supply proof that they contacted the Moving Customer when the Marketplace Work Order was placed and 24-48 hours before scheduled Service start time
    • Coverage for extra time worked – we cover up to one hour per Marketplace Work Order when a Moving Customer refuses to pay for additional hours worked so long as you supply sufficient documentation (i.e. calls, emails, text messages, time stamped photos)
    • Schedule coverage - Once per year, we will find a replacement (and cover extra cost if needed) for a Marketplace Work Order you cannot cover or cover the cancellation fee you owe the Customer so long as you provide HireAHelper with at least a 2-hour notice prior to the scheduled Service start time of the Order.

No Guarantee

Any Labor Service or Moving Service you offer to a Moving Customer is provided under a contract between you and that Moving Customer. We are just a means to find that Moving Customer. By advertising your Labor service or Moving Service on the Platform, you are agreeing to represent yourself properly, and perform the Service you provide correctly. By accepting a Marketplace Work Order through the Platform, you are agreeing that any issues regarding the quality or work performance by you are to be resolved between yourself and the Moving Customer. We are not legally responsible for settling or being involved in any disputes you may have with another User or Moving Customer. By using the Platform, you are agreeing that any contracts made by you through the Platform are solely the responsibility of yourself and the Moving Customer involved.

Unit Based Moving Services Policies

Last updated: June 29, 2022

Unit Based Moving Services program

  • Description. For Unit Based Moving Services, customers pre-book their moving services based on their packing requirements and transportation type and size, not time. As a Unit Based Moving Services Pro ("UMSP" or "you"), PMG will contract your services to fulfill the Unit Based Work Order and pay you at the price you have indicated, in accordance with the Pricing Policy. You must sign the Terms of Service for Moving Pros and the Additional Terms for Moving Services Professionals in order to be assigned a Unit Based Work Order from PMG.
  • Packing. You will provide any packing services that is booked by the PMG agent. Your indicated rates for materials and labor will apply.
  • Pricing. In your account, you will determine and indicate your compensation rates for your services. It is important to note that competitive pricing is a determining factor of how PMG chooses a provider for any given Unit Based Work Order. More favorable pricing will result in PMG assigning you more Unit Based Work Orders. Once you set your rates, you can only change them by contacting a PMG agent at [email protected] and the changed rates will only apply to future Unit Based Work Orders you accept.
    • Flights of stairs. To determine fees for "flights of stairs", please note that PMG defines a "flight of stairs" as four or more steps between floors. Stairs are still considered "one flight" if the steps are interrupted by a landing and continue to lead you to the next floor of the building. Our representatives keep this definition in mind at the time of booking when gathering details from moving customers. PMG's policy is that the first flight of stairs on an order is always free. For all flights, you have the option to charge extra, regardless of whether the additional flights are at the initial location or subsequent locations.
    • Travel fees. To determine travel fees by miles, PMG uses Google Maps to determine the actual driving mileage between two locations (from the Moving Pros business address to the center of the User's zip codes). In the rare case that PMG cannot determine the driving mileage, distance is calculated as the shortest distance between two points on the map. When the Managed Work Order covers a local move (when the moving customer's locations are within 100 miles of each other), no additional travel fees will be added as you are charging for the time it takes to drive to the moving customer's second location.
  • Same Day/Next Day. You may indicate in your account if you are willing to be assigned to same day or next day Managed Work Orders. If you do so, please note that a PMG agent will always confirm that you are available for a same day or next day job before assigning it to you by calling you.
  • Scheduling. PMG gathers as much information as possible from moving customers in order to accurately estimate Unit Based Work Order. PMG will determine the details of the Unit Based Work Order. This Order will be added to your calendar once you accept the request.
  • Acceptance of Unit Based Work Orders. In your account, you must accept any Unit Based Work Orders assigned to you within 24 hours. If you do not accept it within that time frame, it will be reassigned to another UMSP. Once you have confirmed a Unit Based Work Order via your account, the details will automatically appear in your Calendar in your account. This view should be monitored regularly.
  • Reminders. As a courtesy, PMG will call you with a reminder the day before a scheduled Unit Based Work Order. Alternatively, you have the option to receive a text reminder. 1 day prior to an upcoming job date providers will receive a reminder call (providers can opt for texts instead) 1 day prior to an upcoming job date.

Uniform Policy

All UMSPs and their crews fulfilling a Unit Based Work Order must wear a uniform. A uniform may consist of matching shirts or different shirts if they all display the same company logo.

Equipment Policy

UMSPs must bring a hand truck, furniture dolly or moving straps and a basic set of tools (Flathead and Philips Head Screwdrivers, Allen Wrench Set, Adjustable Crescent Wrench, And Pliers), Wrapping Materials, Paper Pads and Tie Downs to fulfill each Unit Based Work Order.

Order Changes Policy; Additional Services

If a moving customer requests a change to their Unit Based Work Order, the change will be approved based on your indicated availability. PMG will only approve a change that results in a reduction in transportation units if the request is made more than 3 days prior to the scheduled date of the Unit Based Work Order.

If a moving customer requires additional services, such as loading/unloading additional transportation units (whether whole or partial), wait time, extra stops, additional trips, undisclosed stairs, long carries, large items, or other additional services are necessary to complete services that were not disclosed at time of booking, you may add them to the Unit Based Work Order.

Delays; Arrival Time; Cancellation Policies

  • Arrival. You must arrive in the 1-hour arrival window selected or will be considered late. If the crew is going to be late to a job for any reason, you must call PMG directly. PMG is your customer. Please try to have a backup plan if your movers call out sick or have car issues, or something similar. Arriving outside of the scheduled arrival time may result in quality score reduction and may affect the rate at which we assign future Unit Based Work Orders to you.

  • Overtime Policy. Because customers are booking by transportation type and size, there is no overtime. You will stay until the job is completed in the scope of that booking.

  • Refund Hours Policy. Because customers are booking by transportation type and size, there is no refund policy.

  • Cancellation by you.

    • We ask that if you need to cancel a Unit Based Work Order for any reason, you do so with as much notice as possible.
    • If you do not show up for a Unit Based Work Order and you have not notified PMG, you will:
      • Be put in vacation mode. You will temporarily not receive any more Unit Based Work Orders until your call or yourself out of vacation mode on your account.
      • Received a 0 as Quality Score. This may impact your ability to receive future Unit Based Work Orders.
      • You will owe PMG a MSP No Show Fee = 75% of pre-booked compensation
        • We will deduct this fee from your payment
        • If you do not pay the cancellation fee or if you have an excessive amount of no shows (as determined solely by PMG) we may deactivate your account.
  • Cancellation by moving customer.

    • You will receive the following fees for a cancellation by the moving customer:
      • Moving customer cancels 3 or more days prior to Unit Based Work Order date = No cancellation fee
      • Moving customer cancels because of late arriving crew = No cancellation fee
      • Moving Customer cancels between 3 days and 1 Day prior Unit Based Work Order date = PMG will pay you a cancellation fee of 10% of your pre-booked compensation
        • Note: 1 day prior is considered within PMG business hours the day before scheduled service
      • Moving Customer cancels on the day of service - PMG will pay you a cancellation fee of 75% of your pre-booked compensation.

Onsite Problems Policy

If you have problems with a moving customer, the Unit Based Work Order, or anything pertaining to the Unit Based Work Order on the job site, you should immediately contact the PMG Service Team. The PMG Service Team will assist in resolving the issue.

Work Order and Payments Policy

  • Submission. You must submit a PMG work ticket to PMG at the completion of each job. An electronic work ticket will be provided to you via email and in your account at the beginning of each job.
    • All work tickets must be signed by the moving customer to be considered valid.
    • All work tickets, whether electronic or by other method, must be submitted to PMG no later than 3 days following the Unit Based Work Order date ("Work Ticket Due Date").
    • If work tickets are not received within this time period:
      • The Unit Based Work Order will be considered completed and paid at the pre-booked transportation units only; and
      • We will review and initiate payment processing 3 business days after the Work Ticket Due Date.
  • Payment. Submitting work tickets electronically is the fastest way to get paid.
    • Once you submit the work ticket electronically, it will be sent to the moving customer for their signature. Moving customers have one day to sign. We will begin processing payment once we receive the moving customer signature, or at the completion of the one day period.
    • If you submit the work ticket by other methods, we will review the work ticket and initiate payment processing in 3 business days.
    • Funds are subject to normal banking processing times.

Claims Policy

You are responsible for damage to Moving Customer property in the following amounts:

  • Property Damage - Full Amount: If you cause damage to any real property, including dwellings, mailboxes, power lines or utilities, or non-Household Goods, you are solely liable for such damages. PMG is not liable for any damages caused by Moving Service Providers.
  • Goods Damage - Unless documentation and/or investigation indicate otherwise, liability for cargo damage is assigned as $.60/lb./item for any party found at fault. Gross Negligence: Liability is 100% to the responsible party.