Jacksonville Elite Movers
Terms of Service
These terms explain Jacksonville Elite Movers policies for arrival windows, deposits, cancellations, rescheduling, valuation coverage, packing, loading, customer responsibilities, and moving services.
Agreement
Customer acceptance of these terms.
By requesting a quote, booking a move, paying a deposit, accepting an estimate, signing move paperwork, using customer tools, allowing a crew to begin work, or otherwise receiving services from Jacksonville Elite Movers, the customer agrees to these Terms of Service.
“Jacksonville Elite Movers,” “JEM,” “we,” “us,” and “our” refer to Jacksonville Elite Movers and its operating business relationship with Roovet Technologies LLC, where applicable. “Customer,” “shipper,” “you,” and “your” refer to the person requesting, booking, paying for, authorizing, or receiving moving-related services.
These terms apply to the fullest extent allowed by law. If a written estimate, bill of lading, signed agreement, or applicable law requires a different rule for a specific move, that controlling document or law will apply to that specific issue.
Important policy
All moves have a two-hour arrival window.
Every move is scheduled with a two-hour window of arrival. If the crew does not arrive within the original two-hour window, the move is pushed into the next two-hour arrival window. The crew will not be considered late when this occurs.
Arrival windows are used because the office cannot always know exactly how long a previous move will take. Some moves go over the expected job time due to inventory, stairs, elevators, traffic, weather, long carries, parking, building access, packing needs, customer delays, heavy items, or other conditions outside the office’s control.
Deposits, cancellations & refunds
Deposit and cancellation terms.
Deposits reserve scheduling, crew planning, dispatch preparation, truck availability, administrative time, and move-day coordination. Deposits are not a guarantee that every condition will remain unchanged, because weather, road conditions, safety, previous jobs, customer access, and other circumstances may affect service timing.
Rescheduling
Customers can reschedule once for free when enough notice is given.
The one free reschedule is provided to help customers adjust when plans change. Short-notice changes affect dispatching, crew scheduling, truck planning, and office operations, so the $85.00 rescheduling fee applies when the request is too close to the move date or when the free reschedule has already been used.
Valuation coverage
Basic damage valuation is $0.60 per pound per article unless additional coverage is selected.
Unless the customer has purchased and confirmed additional valuation coverage or insurance in writing, any covered damaged household goods will be valued at $0.60 per pound per article, subject to these terms, the bill of lading, the estimate, the written service agreement, exclusions, and applicable law.
This basic valuation is not the same as full replacement coverage. For example, a covered item weighing 20 pounds would be valued based on 20 pounds multiplied by $0.60 per pound, unless another written coverage option applies.
Packing, loading & damage exclusions
Items must be properly packed and ready for safe handling.
Jacksonville Elite Movers reserves the right to refuse unsafe, unpacked, poorly packed, leaking, loose, hazardous, excessively fragile, overweight, or improperly prepared items. The customer is responsible for preparing items in a safe and movable condition before the crew arrives.
JEM will not cover damage to the contents of boxes packed by the owner/customer. Coverage may only apply to boxes packed by JEM when packing services were paid for and performed by JEM.
JEM will not cover small loose items that are not boxed as they should be. The driver has the right to refuse to load loose items onto the truck.
For loading-only and unloading-only jobs where the customer transports the goods, JEM will not cover items damaged during customer transportation.
JEM will not cover items loaded in bags. JEM will not ship more than 10 trash bags unless approved. Each additional bag costs $5.00, and the crew may refuse unsafe or overloaded bags.
JEM will not cover televisions that are not packed by JEM or not packed in proper TV boxes. TV boxes and packing service may be required for coverage.
JEM offers TV dismounting as a paid add-on service. Customers must request and pay for this service if they want JEM to dismount a television.
Appliances and specialty items
Some items require paid specialty service or customer preparation.
Appliance handling, piano moves, hot tubs, oversized items, heavy specialty items, unusual items, and items requiring extra labor, equipment, planning, or risk review are not automatically included in a basic moving quote. These services must be requested, approved, and paid for when available.
JEM is not allowed to remove water hoses from washing machines. Customers must disconnect washing machine hoses before the crew arrives. JEM will not be responsible for broken pipes, leaking valves, stripped connections, water damage, or plumbing issues connected to appliance disconnection.
JEM does not change, rewire, convert, or modify dryer outlets, plugs, cords, or electrical connections. Customers must complete any dryer outlet or electrical preparation before the move. JEM is not responsible for electrical, outlet, plug, cord, or connection issues.
Moving, servicing, preparing, disconnecting, reconnecting, or positioning appliances may require an additional paid service. If appliance service is needed, it must be requested before the move and approved by the office or crew.
Piano moves are specialty services and may require additional labor, equipment, access review, and pricing. JEM may refuse piano moves that are unsafe, not properly disclosed, or not approved in advance.
Hot tubs, safes, large equipment, oversized furniture, unusually heavy items, and specialty items must be disclosed before the move. These items may require additional charges or may be refused if they create unsafe conditions.
JEM reserves the right to refuse to move any item that may cause bodily harm, unsafe lifting, unsafe access, property damage risk, equipment damage, or unreasonable risk to any employee, customer, property, or third party.
Unloading and placement
Customers must direct item placement during unloading.
During unloading, customers are responsible for telling the movers where they would like items placed. The crew will place items as directed by the customer or the customer’s authorized representative.
To reduce the risk of damage, JEM will not move the same item multiple times during unloading. Repeatedly moving the same item increases the chance of scratches, dents, drops, wall contact, floor damage, furniture damage, and employee injury.
Customer responsibilities
Customers must prepare the move site and items.
Customers are responsible for being present or appointing an authorized adult representative, securing parking, reserving elevators, providing gate codes, clearing walkways, separating items that should not be moved, identifying fragile or high-value items before work begins, and directing the crew where items should be placed during unloading.
Customers must also disclose stairs, elevators, long carries, heavy items, oversized items, appliances, pianos, hot tubs, restricted access, storage stops, building rules, and any condition that may affect time, labor, equipment, pricing, or safety.
✓Clear walkways, doorways, stairs, and loading areas.
✓Reserve elevator, loading dock, parking, or building access when needed.
✓Box loose items before the crew arrives.
✓Point out fragile, high-value, oversized, appliance, piano, hot tub, or unusual items.
✓Tell the crew where items should be placed during unloading.
✓Disconnect washing machine hoses and handle dryer outlet or plug preparation before the crew arrives.
✓Keep personal valuables, medication, documents, and essentials with you.
Pricing and hourly billing
Prices and discounts are set by authorized company representatives.
Moving prices, discounts, credits, adjustments, and special rates are not negotiated with customers over the phone by unauthorized staff and are not negotiated with drivers in person on move day.
Prices and discounts are set only by Roovet Technologies LLC, Jacksonville Elite Movers, or an authorized Jacksonville Elite Movers sales representative or office representative. Drivers are not authorized to change, waive, discount, or negotiate pricing unless the office has approved the change.
Payments, authorization and disputes
Accepted payments must be authorized, verified, and paid as agreed.
A quote or estimate is based on the information available at the time it is prepared. If the move conditions change, the customer requests additional services, or the move takes longer than the allowed or estimated time, additional charges may apply. Examples include more items, longer carries, extra stairs, packing materials, appliance services, pianos, hot tubs, storage stops, waiting time, oversized items, additional labor, or additional billable hours.
Jacksonville Elite Movers does not accept American Express. Approved payment methods may include credit card, debit card, Cash App, Apple Pay, PayPal, Stripe-supported payments, cashier’s checks, money orders, or cash when accepted for the specific job.
For phone payments and other card-not-present payments, the customer may be required to complete a credit card authorization form and provide a valid ID or driver’s license matching the cardholder information. JEM may keep relevant authorization records for payment verification, internal records, processor review, and dispute response.
Nothing in these terms removes a customer’s lawful billing-dispute rights. However, customers agree not to file false, fraudulent, or bad-faith disputes for valid charges and agree that reversed valid charges may become a balance owed that can be sent to collections when allowed by law.
Review payment options
Florida moving information
Selected Florida household moving requirements.
For Florida intrastate household moves, Chapter 507 of the Florida Statutes includes rules for household moving services. These selected points are provided for customer awareness and do not replace the full statute, written estimate, bill of lading, or applicable law.
Florida movers and moving brokers must register with the Florida Department of Agriculture and Consumer Services when required by law.
Before moving or accessorial services are provided, a written estimate and contract must be prepared and acknowledged as required by Florida law.
Florida moving documents must include an itemized description and total of services and costs for the household move and accessorial services.
When liability is limited, Florida law does not allow a mover to limit liability below $0.60 per pound per article.
Terms FAQ
Common questions about these moving terms.
Is the crew late if the arrival moves into the next two-hour window?
No. If a prior move, weather, traffic, access issue, service delay, or other condition causes the crew to move into the next two-hour arrival window, the crew is not considered late under these terms.
Can I track the crew?
Customers will be able to track the crew while waiting and during the move when tracking is available. Tracking is a communication tool and does not change the arrival window policy.
Do I lose my deposit if I cancel close to the move?
Yes. If the customer cancels within two days before the scheduled move date, the full deposit is forfeited under these terms.
Can I reschedule without a fee?
Customers may reschedule one time for free if the request is made at least two days before the move. Otherwise, or after the free reschedule has been used, an $85.00 rescheduling fee may apply.
Are owner-packed boxes covered?
No. JEM does not cover damage to the contents of boxes packed by the owner/customer. Coverage may only apply to boxes packed by JEM when packing services were paid for and performed by JEM.
Are televisions covered?
JEM will not cover televisions that are not packed by JEM or not packed in proper TV boxes. TV dismounting is a paid add-on service.
Will JEM disconnect washing machines or change dryer outlets?
No. Customers must disconnect washing machine hoses and handle dryer outlet, plug, cord, or electrical preparation before the crew arrives. JEM is not responsible for plumbing or electrical issues connected to those items.
Are appliance service, piano moves, and hot tubs included?
No. Appliance service, piano moves, hot tubs, oversized items, and specialty items may require separate approval and additional charges.
Can the crew move items more than once during unloading?
JEM is not required to move items repeatedly after they have already been placed. Customers should tell the movers where each item should go during unloading.
What payment methods are accepted?
JEM may accept approved credit card, debit card, Cash App, Apple Pay, PayPal, Stripe-supported payments, cash, cashier’s check, and money order payments. Personal checks and American Express are not accepted. Drivers are not required to carry change for cash payments.
Does JEM accept American Express?
No. Jacksonville Elite Movers does not accept American Express.
What is required for card payments by phone?
For card payments by phone or other card-not-present payments, the customer may be required to provide a valid ID or driver’s license matching the cardholder information and complete a credit card authorization form.
What happens if a customer disputes a valid move charge?
If a customer disputes, reverses, or charges back a valid move-related charge after services, scheduling, materials, labor, or fees have been provided, JEM may treat the reversed amount and any remaining unpaid amount as a past-due balance and may send the account to collections when allowed by law.
Can prices be negotiated with the driver on move day?
No. Drivers are not authorized to negotiate prices, discounts, credits, or billing changes on move day unless the office has approved the change.
Who approves moving prices and discounts?
Prices and discounts are approved only by Roovet Technologies LLC, Jacksonville Elite Movers, or an authorized Jacksonville Elite Movers sales or office representative.
How is extra time billed?
JEM bills by the full hour. If the move goes over the allowed or estimated time, the customer is charged for the full additional hour, not 15-minute or 30-minute increments.
Need help before booking?
Start with a clear moving quote.
The best way to avoid confusion is to share accurate move details before your move is scheduled. Include route, move size, service type, date, access, packing, storage, and any special requests.
