OUR SERVICES

CUSTOMS REGULATIONS

GENERAL GUIDELINES
1. Any information we may have provided constitutes a general summary of customs regulations applicable to household goods shipments to your destination and is provided solely with general guidance to assist our agents and customers. As such regulations are subject to change at any time without prior notice, we shall not be held liable for any costs, damage, delays, or other adverse consequences resulting from non-compliance, subject always to Clause 13 (Our Liability for Loss or Damage).
2. It is your responsibility to independently verify with the local embassy or consulate all applicable regulatory requirements and to obtain and provide all documentation necessary to facilitate customs clearance.
3. To ensure a timely and efficient dispatch process, it is imperative that all required documentation is submitted in full and in a timely manner prior to shipment. Failure to comply with these requirements may result in the automatic application of storage, demurrage, and/or warehouse handling charges, which shall be billed in accordance with the applicable tariff or quotation provided and shall be payable in accordance with Clause 19 (Balance Payment), including Clause 19.3 (Additional Charges Due to Non-Payment). Accordingly, we strongly encourage customers to consult thoroughly with their Move Manager prior to the commencement of services, as such proactive coordination may significantly reduce the risk of delays, penalties, or additional costs.
CUSTOMS INSPECTIONS, GOVERNMENT HOLDS & RELATED CHARGES
International shipments may be subject to inspection, examination, scanning, or other regulatory review by government authorities at both origin and destination. These procedures are conducted entirely at the sole discretion of the relevant authorities, and EARTHRELO exercises no control over selection, scope, or duration of such inspections.

Such inspections may result in delays that exceed standard or estimated transit timelines. You acknowledge that these events are an inherent and unavoidable risk of international transportation, and that delays of any duration, including extended or indefinite delays, may occur without fault or liability on the part of EARTHRELO, as further addressed under Clause 11 (Delays During Pickup or Delivery) and Clause 12 (Delays During Transportation).

Any charges arising from or related to customs or government inspections—including, but not limited to, port or terminal storage, demurrage, detention, exam station fees, warehouse handling, drayage, chassis usage, terminal handling charges, customs broker fees, administrative charges, or any other third-party costs—shall be borne solely and exclusively by you, in accordance with your obligations under CUSTOMS REGULATIONS and YOUR RESPONSIBILITIES, and shall be payable in accordance with Clause 19 (Balance Payment), including Clause 19.3 (Additional Charges Due to Non-Payment).

EARTHRELO will provide copies of all available original invoices, receipts, official assessments, and supporting documentation issued by third-party service providers, carriers, terminals, government authorities, inspection facilities, or other involved entities, as applicable.

EARTHRELO shall not be liable for any direct, indirect, incidental, or consequential losses, damage, costs, or inconvenience arising from customs-related delays, inspections, or associated charges, subject always to Clause 13 (Our Liability for Loss or Damage), Clause 14 (Damage to Premises), Clause 15 (Exclusions of Liability), and Clause 16 (Time Limit for Claims).

All customs-related or inspection-related charges invoiced to or advanced by EARTHRELO on your behalf shall be due and payable immediately upon receipt of invoice, in accordance with Clause 19 (Balance Payment). Failure to remit payment may result in EARTHRELO exercising its contractual rights under:
- Clause 25 – Debt Collection Policy, including suspension of services and imposition of additional charges;
- Clause 20 – Lien on Goods and Right to Retain or Dispose, granting EARTHRELO the right to retain, withhold, or secure your goods until full payment is received;
- Clause 22 – Removal and Disposal of Goods, permitting EARTHRELO to dispose of or liquidate goods upon due notice, with proceeds applied toward outstanding balances.
By utilizing EARTHRELO’s services, you acknowledge and expressly agree that customs inspections, government actions, and all related third-party charges are beyond EARTHRELO’s control and remain your sole financial responsibility, and that EARTHRELO’s lien, enforcement, and recovery rights shall apply in the event of non-payment, as set forth in these Terms and Conditions, including Clauses 19, 20, 22, and 25.

PBO (GOODS “PACKED BY OWNER”)

PRICE REVISION DURING PICKUP

We reserve the right to adjust the agreed price and/or apply additional charges at the time of pickup under the following circumstances:

Where the final quantity, volume, or nature of goods collected materially differs from the information provided at the time of quotation. This may include, but is not limited to:
1. You fail to disclose or omit items, whether intentionally or unintentionally, during the initial consultation, whether provided verbally, in writing, or during any visual or virtual survey.
2. You add or acquire additional items after confirmation of the booking.
3. You provide inaccurate, incomplete, or misleading information regarding the dimensions, weight, or quantity of the goods.
Where unforeseen circumstances or conditions arise that were not reasonably identifiable at the time of quotation and were not confirmed by us in writing, including but not limited to:
1. You fail to formally accept our quotation in writing within thirty (30) days, or the services are not performed or completed within three (3) months from the date of quotation.
2. There are increases in operational costs beyond our control, including but not limited to currency fluctuations, changes in taxes, fuel surcharges, freight rates, or carrier-imposed charges.
3. Services are requested to be performed outside standard working hours (8:00 AM – 6:00 PM), or on weekends or public holidays, at your request.
4. Collection or delivery of goods is required from or to the third floor or above (from street level), whether by stairs or elevator, where such conditions were not previously disclosed or accounted for (see Clauses 10.1.4 & 10.1.5).
5. You elect to collect some or all of your goods from our warehouse, in which case we reserve the right to apply applicable warehouse handling and release fees.
6. We are required to provide additional services beyond the original scope of work, including but not limited to handling, packing, moving, or storing additional goods, in which case these Terms and Conditions shall apply to such services.
7. Access conditions are restricted or unsuitable, including but not limited to inadequate stairs, elevators, or doorways, or where mechanical equipment or structural modification is required, or where the approach, road, or driveway prevents our vehicles or containers from being positioned within twenty-five (25) meters (75 feet) of the loading or unloading point (see Clause 10.1.2).
8. We incur parking charges, permits, fines, or any other access-related costs in order to perform services on your behalf.
9. Delays, disruptions, or events beyond our reasonable control occur, resulting in increased time, labor, or resources required to complete the services.
10. We agree in writing to increase the applicable liability coverage or valuation protection as set forth in Clause 14.1.
Crew Communication & Authority Limitation
1. Non-Reliance on Crew Communications
  1. All communications between you and any members of the moving crew, contractors, or on-site personnel shall be limited strictly to operational matters necessary for the execution of the Services.
  2. Such personnel are not authorized to discuss, negotiate, confirm, or modify any pricing, volume, valuation, scope of work, delivery timelines, or any other commercial or contractual terms.
  3. You acknowledge and agree that you shall not rely on any verbal or informal statements made by such personnel.
2. Authority Limitation
  1. Only written communications issued or expressly confirmed by EARTHRELO’s authorized representatives shall be valid and binding.
3. No Modification of Contract
  1. This Agreement may only be amended in writing by an authorized representative.
  2. Any discussions during pickup, transit, or delivery shall not modify this Agreement.
4. Customer Acknowledgment
  1. Crew members are not authorized to provide contractual or financial information.
5. Dispute Resolution Priority
  1. Written Agreement shall prevail in all disputes.
Customer Acknowledgment
1. You acknowledge that moving crew members are not trained, qualified, or authorized to provide contractual, financial, or valuation-related information.
2. You further acknowledge that any attempt to obtain or rely upon such information from crew members shall be at your own risk, and EARTHRELO shall not be held responsible or liable for any misunderstanding, miscommunication, or dispute arising from such interactions, subject always to Clause 13 (Our Liability for Loss or Damage) and Clause 15 (Exclusions of Liability).
Dispute Prevention and Resolution
1. In the event of any discrepancy or dispute regarding pricing, volume, services, or any other contractual matter, the written Agreement, including all quotations, confirmations, and official communications issued by EARTHRELO, shall prevail.
2. Any such matters shall be addressed exclusively through EARTHRELO’s authorized office representatives and shall remain subject to the dispute resolution provisions set out in Clause 23 (Arbitration Policy) and Clause 24 (Settlement Policy).

PRICE REVISION DURING DELIVERY

SHARED (GROUPAGE) SHIPMENTS

Shared (Groupage) Service Overview
Shared (groupage) shipments are designed to provide a cost-effective solution by consolidating multiple customers’ goods into a single shipment. This service is best suited for customers who prioritize competitive pricing rather than guaranteed or expedited delivery timeframes. Transit times are estimates only and may vary due to consolidation schedules, routing, and other operational factors, as further described under Clause 11 (Delays During Pickup or Delivery) and Clause 12 (Delays During Transportation). By selecting this service, you acknowledge that delivery timelines are not guaranteed. Shipment dispatch may be delayed until sufficient cargo is consolidated.
Palletization & Volume Adjustment
Palletization is a standard operational requirement for shared shipments and helps ensure safe handling, transport, and storage. This process may increase the overall volume of your shipment. All quotes are based on an estimated net volume for initial budgeting purposes only and are not binding. Final charges are based on the gross volume measured after palletization at our warehouse using the applicable rate per cubic foot. While increases of approximately 25–30% are common, actual increases may vary depending on the nature and configuration of the goods. Such variations are normal and should not be considered discrepancies. You agree to be responsible for all charges based on the final measured volume, which shall be payable in accordance with Clause 19 (Balance Payment), including Clause 19.3 (Additional Charges Due to Non-Payment).
Consolidation & Transportation
Shipments are processed at designated partner warehouses upon arrival at the destination port, where goods are sorted, consolidated, and prepared for onward transportation. Goods are then transported via large trucks or trailers alongside other shipments and may be subject to multiple handling points during transit and delivery. You acknowledge that such handling is inherent to shared services and liability, if any, shall be governed exclusively by Clause 13 (Our Liability for Loss or Damage).
Delivery Constraints, Shuttle Service & Access
Due to the use of large trucks or trailers, access at origin or destination may be restricted. Where direct access is not possible or deemed unsuitable, goods may be transferred to smaller vehicles (commonly referred to as shuttle service), and additional handling may be required. This is a normal part of shared service logistics and may affect delivery timing, as further governed by Clause 10 (Access Conditions and Potential Charges).

The need for shuttle service or additional handling shall be determined by us or our designated agents at our sole discretion, based on actual site conditions at the time of service, in accordance with Clause 10.5 (Determination of Access Conditions). This includes, but is not limited to, road access limitations, parking restrictions, building regulations, and safety considerations. Such requirements may arise even if they were not known at the time of booking.

You are responsible for providing accurate information regarding access conditions; however, where the exact address or site conditions are unknown or differ from those disclosed, any estimates provided are indicative only and not binding. We reserve the right to modify the delivery method as necessary. Any additional services required, including shuttle service, additional labor, waiting time, storage, or re-delivery, shall be at your expense and shall be payable in accordance with Clause 19 (Balance Payment).

In some cases, access-related services and associated charges are determined by our destination partners based on local conditions and operational requirements, as contemplated under Clause 10.4 (Additional Charges). While we will review any concerns raised in good faith and, where possible, seek clarification or adjustment, where such charges are deemed necessary and unavoidable by our destination partners, their determination shall be considered reasonable, valid, and final.
Parking Permits & Local Regulations
In certain areas, particularly dense urban or downtown locations, parking permits or local approvals may be required for loading and unloading. You are responsible for ensuring that such permits are in place. Where available, our destination partners may assist in arranging permits on your behalf; however, all associated costs shall be charged to you and shall be payable in accordance with Clause 19 (Balance Payment).

Failure to secure required permits may result in delays, additional handling, or rescheduling of delivery, as further addressed under Clause 11 (Delays During Pickup or Delivery). Any related fines, penalties, delays, or additional costs shall be your responsibility.
Acceptance of Charges
By booking our services, you acknowledge and agree that any additional charges arising from volume adjustments, access limitations, shuttle service requirements, or local regulations are reasonable and payable in full, in accordance with Clause 19 (Balance Payment), Clause 20 (Lien on Goods and Right to Retain or Dispose), and Clause 25 (Debt Collection Policy).

WORK NOT INCLUDED IN THE ESTIMATE

Unless expressly agreed to in writing, the Services do not include, and we shall not be obligated to perform, any of the following:
1. Dismantling or reassembly of furniture, including but not limited to dressers, chests of drawers, trampolines, cabinets, armoires, wardrobes, buffets, shelving units, or complex or flat-pack (including IKEA-type) furniture.
2. Dismantling or reassembly of modular, unit, or system furniture, fixtures, or fittings.
3. Disconnecting, reconnecting, uninstalling, installing, dismantling, or reassembling appliances, electronics, fixtures, fittings, or equipment.
4. Removal or installation of fitted floor coverings, wall-mounted items, or permanently affixed fixtures.
5. Handling of items located in attics, crawl spaces, lofts, or similar areas unless such areas are safe, adequately lit, properly floored, and easily accessible.
6. Any services requiring specialized tools or additional labor beyond standard moving services.
7. Movement, transport, or storage of any items excluded elsewhere in these Terms & Conditions, including but not limited to prohibited or high-risk items.
The above services are not included in the standard scope of work. Where available, such services may be performed as additional or handyman-type services strictly in accordance with the “Handyman / Additional Services” section below and shall be subject to additional charges and availability.
Availability & Charges
1. All handyman or additional services are subject to availability and operational feasibility at the time of service.
2. Additional charges will apply based on nature, complexity, time, and labor required.
3. Where such services are requested on-site, they may be performed at our discretion and will be chargeable accordingly.
Scope & Limitations
1. These services are provided solely to facilitate the move and are not intended to replace professional or licensed services.
2. We do not undertake specialized, technical, or regulated work, including but not limited to electrical, plumbing, structural, or carpentry services requiring certification or licensing.
3. We do not guarantee the functionality, installation quality, or long-term performance of any items, fixtures, or equipment handled under such services.
Liability
Any handyman or additional services performed are carried out with reasonable care; however, you acknowledge and accept that such work involves inherent risks. Earthrelo shall not be liable for:
1. Pre-existing defects or structural weaknesses
2. Damage arising from normal handling, wear and tear, or age of the item
3. Issues related to improper prior installation or assembly
Where items require specialized handling or professional installation, you are responsible for engaging qualified third-party service providers.
Right to Refuse
We reserve the right to refuse or limit any handyman or additional services where, in our reasonable judgment, such work:
1. Falls outside our scope of expertise
2. Requires specialized licensing or tools
3. May pose a risk to personnel, property, or the goods
Customer Acknowledgment
By requesting or accepting handyman or additional services, you acknowledge and agree that:
1. Such services are optional, chargeable, and not included in the standard estimate
2. Availability is not guaranteed
3. Any associated risks and limitations, as outlined above, are accepted

YOUR RESPONSIBILITIES

To help ensure a smooth and efficient move, you agree to the following responsibilities:
1. You understand that packing, loading, transportation, and unloading activities involve inherent risks. While we take reasonable care, items may be subject to damage such as breakage, scratching, tearing, or loss. Certain items—such as carpets, hardwood flooring, fur or fur-lined goods, particleboard furniture, firearms and/or ammunition, and plasma/LED televisions—may be particularly susceptible to such risks. Unless otherwise agreed in writing, the provision of protective coverings for your property remains your responsibility.
2. You acknowledge that certain high-value or sensitive items—including but not limited to cash, checks, bonds, legal documents, passports, mobile phones, jewelry, deeds, coin or stamp collections, alcohol, and prescription medications—carry an increased risk of loss or security concerns. You are responsible for ensuring that such items are not included in the shipment or are otherwise properly secured.
3. You agree to provide us, in writing, with an accurate declared value of the goods to be moved and/or stored. If it is subsequently determined that the actual value exceeds the declared value, any liability on our part shall be proportionately adjusted in accordance with the applicable liability provisions. Please refer to the MOVING INSURANCE section of our website for further details.
4. You are responsible for arranging adequate insurance coverage for your goods during transportation and/or storage. Our liability is limited under the applicable Terms & Conditions, and we strongly recommend obtaining appropriate insurance to cover all insurable risks.
5. You are responsible for obtaining, at your own expense, all necessary documents, permits, licenses, and customs documentation required to complete the move.
6. You agree to be present, or to appoint an authorized representative, at both pickup and delivery. An authorized signature must be provided on inventories, receipts, waybills, job sheets, or other relevant documents to confirm the condition and transfer of goods.
7. You are responsible for ensuring appropriate arrangements are made to safeguard goods located in unoccupied or unattended premises, or in locations where third parties (such as tenants or contractors) may have access.
8. You are responsible for ensuring that all appliances and electronic equipment are properly prepared, disconnected, and stabilized prior to the move. We do not accept responsibility for damage arising from improper preparation or installation. To the fullest extent permitted by law, you agree to release and hold harmless EARTHRELO, its directors, officers, employees, and agents from any claims arising from such circumstances, except in cases of proven negligence.
9. You must ensure that refrigerators and freezers are emptied, defrosted, and cleaned prior to service. We are not responsible for any contents.
10. You agree to provide accurate and up-to-date contact details for the person responsible during the transportation and/or storage of the goods.
11. During the final walk-through with our team, you or your representative must confirm that all items have been collected or delivered in accordance with the inventory. We shall not be responsible for any items left behind at the premises or inside the vehicle after completion of service.

CANCELLATION POLICY

ACCESS CONDITIONS AND POTENTIAL CHARGES

Overview
1. This quotation is issued based on the assumption of Normal Access at both origin and destination.
2. Normal Access means that the moving crew can safely and efficiently load or unload the shipment without encountering unusual restrictions, limitations, or obstacles.
3. If actual access conditions differ from those defined under Normal Access, additional charges may apply and will be classified as Abnormal Access Charges.
Conditions of Normal Access
Normal Access shall be deemed to exist only where all of the following conditions are met:
1. Shuttle Service (Not Required)
  1. The primary moving vehicle or semi-trailer must be able to arrive directly at the property.
  2. Normal Access assumes that no shuttle service is required.
  3. A shuttle is defined as the transfer of goods from a larger vehicle to a smaller vehicle due to access limitations.
2. Long Carry (Standard Distance)
  1. The moving vehicle must be able to park within approximately 25 meters (75 feet) of the primary entrance.
  2. This distance includes any required movement through hallways or via available elevators.
3. Warehouse Handling (Not Required)
  1. The shipment must not require interim handling, storage, or processing through a warehouse facility prior to final delivery.
4. Stair Carry (Limited Use)
  1. Access must not require more than two (2) flights of stairs.
  2. Each flight shall consist of no more than ten (10) steps.
  3. Stair-only access beyond these limits shall not be considered Normal Access.
5. Elevator Use (Limited Requirement)
  1. Normal Access assumes that elevator use is not required to service floors above the second (2nd) story.
  2. If elevator use is required to reach the third (3rd) floor or higher, such conditions shall be considered Abnormal Access.
  3. Occasional or incidental use of elevators for access to the first (1st) or second (2nd) floor shall be considered acceptable.
6. Hoisting (Not Required)
  1. Delivery must not require the use of external lifting equipment (hoisting), including but not limited to lifts through windows, balconies, or other non-standard access points.
Conditions of Abnormal Access
1. If any of the Normal Access conditions outlined in Clause 10.2 are not met, the service shall be classified as Abnormal Access.
2. Abnormal Access may include, but is not limited to:
  - Requirements for shuttle service
  - Long carries exceeding standard distances
  - Excessive stair carries
  - Elevator use above the second (2nd) floor
  - Requirement for warehouse handling
  - Use of hoisting or external lifting equipment
Additional Charges
1. Where Abnormal Access conditions apply, additional charges may be incurred.
2. Such charges may be applied for services including, but not limited to, shuttle service, extended carries, additional labor, equipment use, or specialized handling.
3. Charges may vary depending on country, municipality, property type, site conditions, and applicable local regulations.
4. Such charges may be determined and applied by us, our agents, or our destination partners based on actual conditions at the time of service.
Determination of Access Conditions
1. The determination of whether access conditions are Normal or Abnormal shall be made by us or our designated agents at our sole discretion, based on actual site conditions at the time of service.
2. Any prior assessments, surveys, or assumptions regarding access are indicative only and shall not be binding.
3. You acknowledge and agree that access conditions may differ from those originally disclosed, and any resulting additional charges shall be your responsibility.
Time-Restricted Access & Booking Limitations
1. In certain buildings, facilities, or locations, access for loading and unloading may be subject to time restrictions imposed by building management, local authorities, or third parties, including but not limited to pre-booked loading docks, service elevators, or restricted access windows.
2. Where such time restrictions apply, it is your responsibility to ensure that sufficient access time is reserved to complete the services in full, based on the estimated scope of work communicated prior to the commencement of services.
3. You acknowledge that any time estimates provided by EARTHRELO are based on the information available at the time and may vary due to operational conditions, volume adjustments, or unforeseen circumstances, as further described under Clause 4 (Price Revision During Pickup), Clause 6 (Shared/Groupage Shipments), and Clause 11 (Delays During Pickup or Delivery).
4. If access is restricted, interrupted, or insufficient to complete the services within the allocated time, and additional visits, rescheduling, or extended labor are required, such additional services shall be chargeable.
5. Such charges may include, but are not limited to:
  - Additional labor time
  - Return visits or re-delivery charges
  - Additional transportation or handling
  - Storage or holding charges
  and shall be payable in accordance with Clause 19 (Balance Payment), including Clause 19.3 (Additional Charges Due to Non-Payment).
6. Where services are interrupted due to access time limitations, EARTHRELO shall not be responsible for any resulting delays, additional handling, or operational impacts, subject always to Clause 13 (Our Liability for Loss or Damage) and Clause 15 (Exclusions of Liability).
7. In cases where you were advised in advance of the estimated time required to complete the services and such advice was not followed or sufficient access time was not secured, any resulting additional costs or operational impacts should be solely your responsibility.
8. Any requirement for additional attendance, return visits, or rescheduling arising from access time limitations shall be treated as a continuation of services and shall not constitute a failure or delay on the part of EARTHRELO.
9. The determination of whether sufficient access time has been allocated shall be made solely by EARTHRELO based on operational requirements.

DELAYS DURING PICKUP OR DELIVERY

DELAYS DURING TRANSPORTATION

Overview
1. Transit times for ocean shipping are estimates only and are not guaranteed.
2. While we make reasonable efforts to plan shipments efficiently, delays may occur due to circumstances beyond our control.
Causes of Delay
1. Delays may arise due to factors including, but not limited to:
- War, civil unrest, geopolitical events, or trade disruptions
- Congestion at origin, destination, or transshipment ports, including vessel bunching and limited port capacity
- Steamship line schedules, changes in routing, or vessel delays
- Overbooking, space constraints, or equipment/container shortages
- Technical difficulties in securing containers, chassis, or other equipment
- Port, terminal, or labor strikes, slowdowns, or workforce shortages
- Weather conditions, storms, or other hydrometeorological events affecting vessel routing or safety
- Customs inspections, documentation issues, regulatory requirements, or government actions
- Mechanical breakdown or operational issues affecting vessels or port equipment
- Logistical disruptions at transshipment hubs, including handling delays, container re-routing, or missed connections
- Supply chain disruptions, including high cargo volumes exceeding port or infrastructure capacity
- Any other circumstances beyond our reasonable control
Port congestion and transshipment bottlenecks are among the most common causes of delay, often resulting from high cargo volumes, labor shortages, or infrastructure limitations, which can significantly extend vessel waiting and handling times.

Severe weather or storms may also force vessels to reroute or seek safe harbor, resulting in extended transit times.
Consequences of Delay
EARTHRELO shall not be liable for any loss, damage, delay, or additional costs arising from such circumstances, except in cases of our proven negligence, including circumstances described under Clause 27 (Force Majeure).
Charges Arising from Delays
1. Where delays occur due to the factors outlined above, you agree to be responsible for all resulting charges, including but not limited to:
  - Duties, taxes, and government-imposed fees
  - Port storage charges, demurrage, or detention fees
  - Terminal handling and warehouse charges
  - Additional transportation, handling, or administrative costs
2. Such charges may be imposed by third parties, including shipping lines, port authorities, customs agencies, or destination partners, and are outside our control.
Limitation of Liability for Cargo Value
1. We shall not be responsible for the cost of replacing items in the shipment except as expressly provided under the applicable liability provisions of these Terms & Conditions.
2. Any compensation for loss or damage shall be subject to the declared value and liability limitations outlined in the Liability & Insurance section.

OUR LIABILITY FOR LOSS OR DAMAGE

General Limitation of Liability
Our liability for loss or damage is limited, as set out below. Alternatively, you may request us to increase our liability, subject to the conditions outlined below:
1. In the event of our proven negligence or breach of contract, resulting in loss of or damage to your goods, we will pay a sum equivalent to the reasonable cost of repair or replacement, whichever is the lesser amount, up to a maximum of $0.60 per pound per item (see Clause 13.6 below).
2. Prior to the commencement of Services, and subject to our having received your complete and itemized valued inventory (see Clause 8), we may agree to increase our liability for an additional charge. We will not unreasonably withhold consent to such a request.
3. Any such increase in liability does not constitute insurance coverage, and you are strongly advised to accept the insurance offered in our quotation, or, if arranging insurance cover yourself, to provide a copy of this Agreement to your insurer.
International Shipments (Outside the United States)
For goods destined to, or received from, a place outside the United States:
We will accept liability for loss or damage:
1. (a) arising from our proven negligence or breach of contract whilst the goods are in our physical possession; or
2. (b) whilst the goods are in the possession of others, only where such loss or damage is directly attributable to our failure to pack the goods to a reasonable standard, where we have been contracted to pack the goods subject to the claim.
3. In either circumstance, Clauses 13.1.1 and 13.1.2 shall apply.
Third-Party Carriers & Transportation
Where we engage an international transport operator, shipping company, or airline to convey your goods to the place, port, or airport of destination, we do so as your agent and on your behalf, and subject to the terms and conditions set out by that carrier.
Carrier Risks, General Average & Additional Costs
If the carrying vessel or conveyance, for reasons beyond the carrier’s control, fails to deliver the goods or routes them to a place other than the original destination, you acknowledge that your recourse against the carrier may be limited.

You may be liable for additional costs, including but not limited to:
- General Average contributions (including costs incurred to preserve the vessel/conveyance and cargo)
- Salvage charges
- Additional costs of onward transportation to the final place, port, or airport of destination
These are recognized insurable risks, and it is your responsibility to arrange adequate marine or transit insurance coverage.
Customs & Government Authorities
We do not accept liability for goods confiscated, seized, removed, or damaged by Customs Authorities or other Government Agencies, except where such loss or damage is directly caused by our proven negligence or breach of contract.
Definition of an Item
For the purposes of this Agreement, an item is defined as:
1. The entire contents of a box, parcel, package, carton, or similar container; and
2. Any individual object, article, or unit that is moved, handled, or stored by us.

DAMAGE TO PREMISES OR PROPERTY OTHER THAN GOODS

EXCLUSIONS OF LIABILITY

General Exclusion
Except in cases of our proven negligence or breach of contract, EARTHRELO shall not be liable for any loss, damage, delay, or failure to deliver goods arising from any of the following circumstances:
Specific Exclusions
1. Loss or damage arising from:
  (a) Fire, regardless of cause, unless directly attributable to our proven negligence.(b) War, invasion, acts of foreign enemies, hostilities (whether declared or not), civil war, terrorism, rebellion, military or usurped power, acts of God, labor strikes, or any events beyond our reasonable control.(c) Normal wear and tear, natural or gradual deterioration, discoloration due to temperature or humidity changes, leakage, or evaporation of perishable or unstable goods, including items left inside furniture or appliances.
  
  (d) Infestation by moths, vermin, or similar pests.
  
  (e) Cleaning, repairing, or restoration work, unless such services were expressly agreed to in writing.
  
  (f) Changes in atmospheric, environmental, or climatic conditions during transit or storage.
  
  (g) Goods stored within wardrobes, drawers, appliances, packages, bundles, cartons, cases, or other containers not both packed and unpacked by us.
  
  (h) Electrical or mechanical malfunction of any appliance, instrument, clock, computer, or electronic equipment, unless there is evidence of related external physical damage caused by our proven negligence.
  
  (i) Goods with pre-existing defects, inherent vice, or structural weaknesses.
  
  (j) Animals, livestock, or their enclosures, including pets, birds, or fish.
  
  (k) Plants of any kind.
  
  (l) Perishable items and/or items requiring a controlled environment.
  
  (m) Any items referenced in Clause 16 or otherwise excluded under these Terms & Conditions.
  
  (n) Any indirect, incidental, or consequential loss or damage, including but not limited to loss of use, loss of amenity, or inconvenience.
Employee Liability
1. No employee, agent, or representative of ours shall be separately or personally liable to you for any loss, damage, mis-delivery, error, or omission arising under this Agreement.
Termination of Liability
1. Our liability shall cease upon completion of delivery or upon lawful handover of the goods from our warehouse or storage facility, as referenced in Clause 16.2, whichever occurs first.

TIME LIMIT FOR CLAIMS

PROHIBITED ITEMS

General Prohibition
1. Unless expressly agreed to in writing by the Move Manager or an authorized representative of the Company, the following items shall not be accepted for transport or storage under any circumstances.
2. Certain items listed below may present risks to health, safety, or property (including fire hazards), while others carry regulatory, legal, or contamination risks. You are responsible for making alternative arrangements for such items.
Prohibited Items
1. Hazardous, Dangerous, or Flammable Items
  Items that may pose a risk to health, safety, or property, including but not limited to:
  - Fuel, gasoline, or diesel
  - Paint, paint thinners, solvents, adhesives, polishes
  - Lighter fluid, matches, strike-anywhere matches, lighters containing fuel
  - Perfumes, colognes, aftershave lotions
  - Propane tanks or other flammable gas containers
2. Pressurized or Combustible Containers
  - Aerosols (e.g., hairspray, deodorant, shaving foam, repellents)
  - Butane fuel, propane cylinders
  - CO₂ cartridges, scuba tanks, high-intensity diving lamps
  - Self-inflating rafts or similar items
3. High-Value or Sensitive Items
  - Jewelry, watches, precious stones or metals
  - Cash, deeds, securities, negotiable instruments
  - Stamp collections, coin collections, or similar valuables
4. Perishable or Contaminating Items
  - Perishable goods or items requiring controlled temperature or environment
  - Plants or items that may encourage infestation, contamination, or pests
5. Animals & Living Organisms
  - Animals, birds, fish, or any living organisms
6. Restricted or Illegal Goods
  - Prohibited, illegal, or stolen goods
  - Drugs or controlled substances
  - Pornographic or restricted materials as defined by applicable law
  - Goods requiring special licenses or government approvals for export or import
7. Household Chemicals & Hazardous Materials
  - Cleaning agents such as bleach, drain cleaners, oven cleaners, or other corrosive or toxic substances
  - Wet-cell batteries, lithium batteries
  - Dry ice
  - Gasoline-powered equipment containing fuel
  - Camping equipment with fuel residues
  - Radioactive materials, poisons, or infectious substances
Unauthorized Inclusion of Prohibited Items
1. If any prohibited items are included in the shipment without our prior written knowledge or consent: (a) We reserve the right to refuse transport or remove such items at any stage; (b) Such items shall be made available for your collection at your expense; (c) If not collected within a reasonable time, we may seek appropriate legal authority to dispose of such items without further notice.
Liability & Indemnity
1. If, at your request and at our discretion, we agree to handle any such items, we shall not accept liability for loss or damage, except in case of our proven negligence or breach of contract.
2. You agree to indemnify and hold us harmless against any and all claims, liabilities, damages, penalties, fines, or costs (including legal costs) arising from the inclusion of such items in the shipment.

OWNERSHIP OF THE GOODS

BALANCE PAYMENT

Payment Terms
1. An initial booking deposit may be made via credit card; however, all balance payments shall be made using approved methods, including cash, wire transfer, bank transfer, Zelle, cashier’s check, or any other method approved by us.
2. All payments shall be made in United States Dollars (USD) unless otherwise agreed in writing.
Payment Requirement for Dispatch
1. Dispatch of goods shall only be scheduled once 100% of the outstanding balance has been received and cleared in our bank account.
2. If full payment is not received by the time the shipment arrives at the port of entry or designated destination, we reserve the right, at our sole discretion, to: (a) Suspend or delay services; (b) Withhold release or dispatch of goods; (c) Place goods into storage at your risk and expense; and/or (d) Initiate legal proceedings to recover outstanding amounts.
Additional Charges Due to Non-Payment
1. You shall be responsible for all additional charges arising from delayed or non-payment, including but not limited to:
  (a) Demurrage and detention charges
  (b) Port or terminal storage fees
  (c) Warehouse handling charges
  (d) Additional transportation, handling, or administrative costs
  (e) Customs examination, inspection, or clearance-related charges
  (f) Re-delivery or re-dispatch charges where delivery or dispatch cannot be completed due to non-payment
  (g) Container repositioning, re-handling, or re-routing charges
  (h) Storage-in-transit (SIT) or extended storage charges
  (i) Penalties, fines, or charges imposed by port authorities, customs authorities, or other government agencies
  (j) Interest or late payment charges, where applicable
  (k) Legal recovery, or collection costs incurred in recovering outstanding balances
Timing of Payments
1. For international payments, you acknowledge that bank transfers may take several business days to clear depending on the financial institutions involved.
2. You are advised to initiate payment well in advance of shipment arrival, and in any event no later than seven (7) days prior to expected arrival, to avoid delays in dispatch or release of goods.
3. With prior written approval from your Move Manager, limited extensions may be granted; however, you remain responsible for ensuring timely payment to avoid disruption to Services.
Proof of Payment & Release Conditions
1. Submission of proof of payment or partial payment shall not be sufficient to release or dispatch goods.
2. Goods will only be released or dispatched once funds have been fully received and cleared up in our account.
Payment Charges & Fees
1. You shall be responsible for all bank charges, transaction fees, currency exchange costs, and any other fees incurred in connection with payment processing.
Customer Responsibility
1. You are responsible for:(a) Reviewing invoices and payment deadlines carefully;
  (b) Ensuring accuracy of payment details prior to initiating transfers;
  (c) Retaining proof of payment and providing it upon request;
  (d) Maintaining communication with our Accounts or Operations team to ensure alignment between payment and shipment timelines.
Corporate Relocation Payments
1. Where payment is to be made by a third party (including an employer), you remain responsible for ensuring that such payment is made in accordance with these Terms.
2. You must: (a) Confirm that the paying party is aware of all payment terms and deadlines; (b) Provide accurate payment instructions; (c) Obtain and retain proof of payment; (d) Ensure such proof is provided to us where required.
Non-Negotiable Payment Policy
1. Compliance with this payment policy is mandatory and non-negotiable, and failure to comply may result in delays, additional charges, or suspension of Services.
No Set-Off
1. All payments shall be made in full without deduction, set-off, or counterclaim of any kind.

LIEN ON GOODS AND RIGHT TO RETAIN OR DISPOSE

TRANSIT STORAGE

Definition of Transit Storage
1. Transit storage refers to the temporary storage of goods in our facilities while in transit between the point of origin and the final destination.
2. Such storage may be required due to scheduling constraints, logistical requirements, or other operational factors.
Storage Duration
1. Transit storage is typically provided for a maximum period of one hundred eighty (180) days, unless otherwise agreed in writing.
2. Storage beyond this period may be permitted at our discretion and shall be subject to additional charges.
Charges and Payment Terms
1. Storage charges shall be based on the volume or weight of the goods and the duration of storage.
2. All storage charges are payable in accordance with Clause 19 (Balance Payment).
3. Additional charges for extended storage shall be payable upon invoicing or prior to release or dispatch of goods, whichever occurs first.
4. Failure to make payment for storage may result in continued storage at your risk and expense, and the exercise of our rights under Clause 20 (Lien on Goods).
Security and Standard of Care
1. We shall exercise reasonable care in the storage of your goods consistent with industry standards.
2. While reasonable security measures may be in place, including surveillance and facility controls, no representation or guarantee is made as to absolute security.
3. Except in cases of our proven negligence or breach of contract, EARTHRELO shall not be liable for loss or damage arising from events beyond our reasonable control, including but not limited to fire, flood, theft, acts of God, or other unforeseen circumstances, including but not limited to events described under Clause 27 (Force Majeure).
Insurance
1. Transit storage does not include comprehensive insurance coverage unless expressly arranged.
2. You are strongly advised to obtain appropriate insurance coverage for the duration of storage, including all associated risks.
Access to Stored Goods
1. Access to goods in storage may be permitted during normal business hours subject to prior written notice of not less than forty-eight (48) hours, or such other period as we may reasonably require.
2. Access shall be subject to operational feasibility and may incur additional charges for handling, retrieval, or supervision.
Release and Removal of Goods
1. Upon completion of the agreed storage period, you shall arrange for the removal or dispatch of your goods.
2. Release or dispatch of goods shall be subject to full payment of all outstanding charges in accordance with Clause 19.
3. If goods are not removed within thirty (30) days following the agreed release date, we reserve the right to: (a) Continue to charge storage and related fees; and/or (b) Exercise our rights under Clause 20, including retention or disposal of goods in accordance with applicable law.
Dispute Notification
1. Any claim relating to the condition of goods following storage must be notified in accordance with Clause 16 (Time Limit for Claims).
2. Failure to notify within the applicable time limits may result in the claim being denied.
Modification of Policy
1. We reserve the right to amend or update this Transit Storage policy from time to time.
2. Any such changes shall not affect services already contracted unless required by law or agreed in writing.
Storage Location Flexibility
1. We reserve the right to transfer goods between storage facilities without prior notice for operational reasons.

REMOVAL AND DISPOSAL OF GOODS

ARBITRATION POLICY

Agreement to Arbitrate
1. To ensure a fair, efficient, and cost-effective resolution of disputes, you and EARTHRELO agree that, except as otherwise provided herein, any dispute, claim, or controversy arising out of or relating to this Agreement or the Services shall be resolved exclusively through binding arbitration, rather than through court proceedings.
2. This agreement to arbitrate shall be broadly interpreted and shall include, but not be limited to, claims relating to contract, tort, statute, fraud, misrepresentation, or any other legal theory.
Initiation of Arbitration
1. Either party may initiate arbitration by providing written notice to the other party describing the nature of the dispute and the relief sought.
2. Notices to EARTHRELO shall be sent to: 1001 Roosevelt Avenue, Unit 9, Carteret, NJ 07008 or via email at: contact@earthrelocation.com
Arbitration Procedure
1. The arbitration shall be conducted by a recognized arbitration provider, such as the American Arbitration Association (AAA), or another mutually agreed organization.
2. The arbitrator shall be impartial and qualified to resolve commercial disputes.
3. The arbitration shall be conducted in Carteret, New Jersey, unless otherwise agreed by both parties, or conducted remotely where appropriate.
Governing Rules
1. The arbitration shall be conducted in accordance with the applicable rules of the selected arbitration provider, including, where applicable, the AAA Commercial Arbitration Rules.
Fees and Costs
1. Each party shall bear its own legal fees and costs, unless otherwise determined by the arbitrator.
2. Administrative fees and arbitrator costs shall be shared equally, unless the arbitrator determines that a different allocation is appropriate based on the circumstances.
Class Action Waiver
1. You and EARTHRELO agree that all disputes shall be resolved on an individual basis only.
2. Neither party shall have the right to participate in any class action, collective action, or representative proceeding, whether in arbitration or in court.
Decision and Enforcement
1. The arbitrator’s decision shall be final and binding on both parties.
2. Judgment on the award rendered by the arbitrator may be entered and enforced in any court of competent jurisdiction.
Exceptions to Arbitration
1. Notwithstanding the foregoing: (a) Claims eligible for small claims court may be brought in such court; (b) Either party may seek temporary or injunctive relief in a court of competent jurisdiction where necessary to protect intellectual property, confidential information, or other urgent rights.
Confidentiality
1. All arbitration proceedings, including any submissions, evidence, and decisions, shall be confidential, except as required by law or necessary to enforce the arbitration award.
Governing Law
1. This Arbitration Policy and any arbitration proceedings shall be governed by the laws of the State of New Jersey, without regard to conflict of law principles.
Severability
1. If any provision of this Clause 23 is found to be invalid or unenforceable, such provision shall be severed, and the remaining provisions shall continue in full force and effect to the fullest extent permitted by law.

SETTLEMENT POLICY

General Provisions
1. For disputes not subject to arbitration, or where arbitration outcomes may be challenged on limited legal grounds, either party may initiate formal legal proceedings in a court of competent jurisdiction, subject to Clause 23 (Arbitration Policy).
Settlement Process
1. The parties may, at any time, seek to resolve disputes through negotiation, mediation, or other mutually agreed settlement methods.
2. Any settlement reached shall be documented in a formal written agreement, clearly setting out the terms and conditions agreed upon by both parties.
Release of Claims
1. Upon execution of a settlement agreement, each party agrees to fully and finally release, discharge, and waive any and all claims, demands, or causes of action arising out of or related to the dispute, except as expressly provided in the settlement agreement.
Payment Terms
1. Any settlement payments shall be made in accordance with the terms specified in the settlement agreement.
2. Failure to make settlement payments when due may result in the accrual of interest and/or enforcement action, as permitted by applicable law or the terms of the agreement.
Confidentiality of Settlement
1. All settlement discussions, negotiations, and agreements shall be confidential, and shall not be disclosed to any third party except: (a) As required by law; (b) For the purpose of enforcing the settlement; or (c) With the prior written consent of both parties.
Governing Law and Jurisdiction
1. Any settlement agreement shall be governed by the laws of the State of New Jersey, without regard to conflict of law principles.
2. Any legal proceedings arising out of or relating to a settlement shall be brought in a court of competent jurisdiction in the State of New Jersey, unless otherwise agreed in writing.
Costs and Fees
1. Each party shall bear its own legal fees and costs associated with settlement discussions or proceedings, unless otherwise agreed in writing or ordered by a court or arbitrator.
2. The parties acknowledge that settlement is encouraged as a means to resolve disputes efficiently and minimize costs.
Contact for Settlement Inquiries
For settlement-related inquiries or to initiate discussions, you may contact:
- Email: contact@earthrelocation.com
- Phone: +1 855 553 2784

DEBT COLLECTION POLICY

General Provisions
1. We are committed to providing high-quality services and maintaining transparent and fair payment practices.
2. This Clause outlines the procedures applicable in the event of overdue payments and shall be read in conjunction with Clause 19 (Balance Payment), Clause 20 (Lien on Goods), and Clause 22 (Removal and Disposal of Goods).
Payment Terms
1. All payments for services shall be made in accordance with the terms specified in your service agreement and invoice.
2. Payment schedules, including deposits, interim payments, and final balances, shall be communicated in advance and are binding.
Late Payments and Interest
1. If payment is not received by the due date, the account shall be considered overdue.
2. We reserve the right to charge: (a) Late fees, as specified in the invoice or applicable agreement; and (b) Interest on overdue balances at a rate of 2% per month, or the maximum rate permitted by law, calculated from the original due date until payment is received in full.
3. Acceptance of partial payment shall not constitute a waiver of our right to recover the remaining balance or applicable charges.
Collection Process
1. In the event of non-payment, we may initiate a structured collection process, which may include: (a) Courtesy reminders via email, phone, or written communication; (b) Formal past-due notices outlining outstanding balances and applicable charges; (c) Final demand notices specifying a deadline for payment and potential consequences of non-payment; (d) Suspension or limitation of Services where applicable.
2. Failure to respond to such communications shall not relieve you of your payment obligations.
Referral to Collection Agencies
1. If payment is not received within forty-five (45) days of the due date, we reserve the right to refer the outstanding balance to a third-party collection agency or legal representative.
2. You shall be responsible for any additional costs incurred in connection with such recovery, including collection agency fees, legal costs, and administrative expenses, to the extent permitted by law.
Retention of Goods
1. Where goods are held in storage or transit, we reserve the right to retain such goods until all outstanding balances, including storage and related charges, have been paid in full, in accordance with Clause 20.
Additional Rights and Remedies
1. Our rights under this Clause are in addition to, and not in limitation of, any other rights or remedies available under this Agreement or applicable law.
Alternative Payment Arrangements
1. At our sole discretion, we may agree to alternative payment arrangements on a case-by-case basis.
2. Any such arrangement must be confirmed in writing and shall not waive our rights under this Agreement unless expressly stated.
Compliance with Applicable Laws
1. All collection activities shall be conducted in accordance with applicable laws and regulations.
2. We shall endeavor to carry out all communications in a professional and respectful manner.
Contact for Payment and Collection Inquiries
1. For inquiries regarding payments, balances, or collection procedures, you may contact our Accounts Department using the contact details provided in your service documentation.

ENTIRE AGREEMENT

FORCE MAJEURE

EARTHRELO shall not be liable for any delay, interruption, or failure to perform the Services where such delay or interruption arises from events beyond its reasonable control.
Such events include, but are not limited to: (a) Acts of God, natural disasters, or extreme weather conditions; (b) War, invasion, terrorism, civil unrest, or governmental actions; (c) Port congestion, terminal delays, or transshipment disruptions; (d) Steamship line, airline, or carrier delays, cancellations, or schedule changes; (e) Labor shortages, strikes, lockouts, or industrial disputes; (f) Pandemics, epidemics, or public health emergencies; (g) Customs inspections, government holds, or regulatory actions; (h) Equipment shortages, including containers, chassis, or transport vehicles; (i) Delay, failure, or non-performance by third-party service providers, partners, or agents involved in the transportation or handling of the shipment.
You acknowledge that such events are outside the control of EARTHRELO and may result in delays or changes to the planned services. In such circumstances, EARTHRELO shall be entitled to a reasonable extension of time to complete the Services.
EARTHRELO reserves the right to take reasonable steps to complete the Services, including but not limited to: (a) Modifying routing, transportation method, or logistics arrangements; (b) Rescheduling pickup, dispatch, or delivery; (c) Utilizing alternative service providers or facilities.
Any additional costs arising from such events, including but not limited to storage, demurrage, detention, handling, or re-delivery, shall be your responsibility and shall be payable in accordance with Clause 19 (Balance Payment), including Clause 19.3 (Additional Charges Due to Non-Payment), and shall not give rise to any right of cancellation, refund, or compensation.
EARTHRELO shall not be liable for any indirect, incidental, or consequential losses arising from such events, subject always to Clause 13 (Our Liability for Loss or Damage) and Clause 15 (Exclusions of Liability).

ELECTRONIC COMMUNICATIONS

SEVERABILITY

NO WAIVER

PRECENTAGE OF REFUND	TIME FRAME
After 9% deduction
100%	6 or more calendar days prior to moving date.
50%	Within 2-5 calendar days of the move date.
0%	Within 1 calendar days of the move date.

OUR TERMS & CONDITIONS

TERMS & CONDITIONS

DEFINITIONS

FORWARDER’S AUTHORIZATION

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