Terms of Service
Last updated: September 27, 2023
These Terms of Service and the rules, policies, terms and conditions set forth in, referred to and/or linked herein, all of which are incorporated herein by reference, are, collectively, the "Agreement".
This Agreement constitutes a legal agreement between you ("you" or "User") and FELLOWS SERVICES LLC dba MOVING FELLOWS ("MOVING FELLOWS" or "us"). This Agreement governs your use of our services and platform that facilitates communications between Users offered through our website located at www.portlanstudentmovers.com, as it may be modified, relocated and/or redirected from time to time (the "Site") Our services, platform, Site and Apps are collectively referred to as the "MOVING FELLOWS Platform".
By using the MOVING FELLOWS Platform, you represent and warrant that: (i) you are at least 18 years old, are at least of the legally required age in the jurisdiction in which you reside, and are otherwise capable of entering into binding contracts; and (ii) you have the right, authority and capacity to enter into this Agreement and to abide by the terms and conditions of this Agreement, and that you will so abide. Where you enter into this Agreement on behalf of a company or other organization, you represent and warrant that you have authority to act on behalf of that entity and to bind that entity to this Agreement. To the extent permitted and except where prohibited by applicable law, these Terms of Use include:
Your acknowledgment of and agreement to pay the Reservation Fee that will be applied to each appointment of a Service requested through the MOVING FELLOWS Platform.
Your acknowledgement and agreement to the MOVING FELLOWS Payments policies
Your acknowledgement and agreement to the MOVING FELLOWS Service Fees policies
Your acknowledgment of and agreement to MOVING FELLOWS Rescheduling policy
Your acknowledgment of and agreement to MOVING FELLOWS Cancelation policy
Your acknowledgment of and agreement to MOVING FELLOWS Refund policy
Your acknowledgment of and agreement that MOVING FELLOWS does not offer fixed-bid quotes, and that any cost figures obtained prior to booking are estimates.
Your agreement to indemnify MOVING FELLOWS from claims due to your use, misuse or inability to use the MOVING FELLOWS Platform, the Merchandise and/or Services, your violation of this Agreement, applicable laws or third party rights, and/or content or information submitted from your account to the MOVING FELLOWS Platform
Your agreement that either party may compel binding arbitration for most types of disputes, and your agreement to submit to an informal dispute resolution process for at least 30 days prior to the initiation of any claim.
Your agreement to release MOVING FELLOWS from liability based on claims relating to Services and otherwise and your agreement to the limitation of time within which a claim can be brought.
Your consent to any modifications or amendments to this Agreement.
Personal Information; User Accounts.
a. Collection of your Personal Information. Some of the materials available on the MOVING FELLOWS Platform may require prior registration to access. If you decide to access such materials you will be required to register. We may refuse to grant you, and you may not use, a username, email address or screen name that is already being used by someone else; that may be construed as impersonating another person; that belongs to another person; that violates the intellectual property or other rights of any person; that is offensive; or that we reject for any other reason in our sole discretion. When you complete a registration with us, you will be required to provide certain personal information. You agree that such information will be true, accurate and complete, and that you will update this information promptly when it changes. If you provide any information that is untrue or inaccurate, not current, or incomplete, or if we suspect that your information is untrue or inaccurate, not current, or incomplete, we may, in our sole discretion, suspend or terminate your right to access any material for which registration is required. Any personally identifiable information supplied hereunder will be subject to the terms of the Privacy Policy. b. Account, Password and Security. You are the sole authorized user of your account. You are responsible for maintaining the confidentiality of any username, password and account provided by you or us for accessing the MOVING FELLOWS Platform. You are solely and fully responsible for all activities that occur under your password or account, except that MOVING FELLOWS may, in certain circumstances, access your account to make changes that you request, such as rescheduling a Service appointment. MOVING FELLOWS has no control over the use of any User's account by the User or third parties and expressly disclaims any liability derived therefrom. Should you suspect that any unauthorized party may be using your password or account or you suspect any other breach of security, you must contact us immediately at 503-388-5759. Nothing in this section shall affect MOVING FELLOWS rights to limit or terminate the use of the MOVING FELLOWS Platform, as provided below in section 4(b).
c. Proof of Identity. You will provide us with such proof of identity as we may reasonably request from time to time.
d. Text Messages and Phone Calls. By using the MOVING FELLOWS platform, you expressly consent and agree to accept and receive communications from us, including via text message, calls, and push notifications to the cellular telephone number you provided to us. Standard text messaging charges applied by your cell phone carrier will apply to text messages we send. By consenting to being contacted by MOVING FELLOWS, you understand and agree that you may receive communications, including marketing communications generated by automatic telephone dialing systems and/or which will deliver prerecorded messages, sent by or on behalf of MOVING FELLOWS, its affiliated companies and/or Users/Professionals, including but not limited to: operational communications concerning your account or use of the MOVING FELLOWS Platform or Services, updates concerning new and existing features on the MOVING FELLOWS Platform, communications concerning promotions run by us, and news concerning MOVING FELLOWS and industry developments. You acknowledge that you are not required to consent to receive promotional messages as a condition of using the MOVING FELLOWS Platform or the Services. If a contact number you have provided to us is no longer your number, you agree to notify us promptly that you can no longer be reached at that number. You represent that you have received, and are authorized to convey to us, the consent of any authorized users on your account to be contacted by us as described in this Section. You agree that all consents provided in this Section will survive cancellation of your account. You may opt-out of receiving promotional or marketing texts or calls from MOVING FELLOWS at any time. You may opt-out of receiving all text (SMS) messages from MOVING FELLOWS (including informational or transactional messages) by replying with the word “STOP” to a text message from us; however you acknowledge that opting out of receiving all texts may impact your use of the MOVING FELLOWS Platform or the Services. You also acknowledge that MOVING FELLOWS or its third party service providers may record customer service calls after notice to you and with your consent, in order to assist you when you contact our customer support services. You agree to MOVING FELLOWS use of a service provider to mask your telephone number when you call or exchange text (SMS) messages with a Service Professor or Service Requestor using a telephone number provided by MOVING FELLOWS. During this process, MOVING FELLOWS and its service provider will receive in real time and store call data, including the date and time of the call or text (SMS) message, the parties’ phone numbers, and the content of the text (SMS) messages. You agree to the masking process described above and to MOVING FELLOWS use and disclosure of this call data for its legitimate business purposes. You agree to MOVING FELLOWS use of a service provider to mask your telephone number when you call or exchange text (SMS) messages with a Service Professor or Service Requestor using a telephone number provided by MOVING FELLOWS. During this process, MOVING FELLOWS and its service provider will receive in real time and store call data, including the date and time of the call or text (SMS) message, the parties’ phone numbers, and the content of the text (SMS) messages. You agree to the masking process described above and to MOVING FELLOWS use and disclosure of this call data for its legitimate business purposes.
e. Emails. MOVING FELLOWS may send you confirmation and other transactional emails regarding the Services. MOVING FELLOWS and its affiliates may also send you emails about other services that we think might interest you ("Promotional Emails"). You can unsubscribe from Promotional Emails at any time by clicking unsubscribe in our email communications or contacting us.
Payments
Payments
The MOVING FELLOWS Platform facilitates Services by supplying a medium through which Customers can connect with MOVING FELLOWS, schedule services, and make payments for those services ("Payments"). Customers are obligated to pay in advance, either in full or partial, for the Services and/or Merchandise they order through the MOVING FELLOWS Platform. Prior to the scheduled Service, MOVING FELLOWS will charge the Customer’s credit card for the Reservation and Support Fee. Furthermore, the Customer hereby authorizes MOVING FELLOWS to authorize an amount equal to the estimated cost of services, as determined solely and exclusively by MOVING FELLOWS, to the credit card on file on the Customer’s MOVING FELLOWS Platform account.
We will use third party services to process credit card information. By accepting this Agreement, Customers are giving MOVING FELLOWS (or a third-party payment processor on MOVING FELLOWS behalf) permission to charge the on-file credit card, debit card, or other approved methods of payment for fees owed to MOVING FELLOWS. Depending on the service and/or merchandise a Customer selects, MOVING FELLOWS may charge the full or partial amount due in advance of fulfillment of services and/or delivery of merchandise.
All payment and personal information Customers provide in connection with a purchase or transaction or other monetary transaction interaction with MOVING FELLOWS must be accurate, complete, valid and current. Customers agree to pay all charges incurred by users of your credit card, debit card, or other payment method used in connection with a purchase or transaction or other monetary transaction interaction with MOVING FELLOWS at the prices in effect when such charges are incurred. Customers agree to pay fees incurred for late payments, insufficient funds, invalid card, and all other circumstances where MOVING FELLOWS is unable to successfully process payments.
All Payments by Requesters must be made through the MOVING FELLOWS Platform. MOVING FELLOWS does not accept cash, checks or money orders.
Except for the MOVING FELLOWS Guarantee, and the Refund Policy, no refunds or credits will be provided once the Customer’s credit card has been charged, except that at our sole discretion, refunds or credits may be granted in extenuating circumstances, as a result of specific promotions, or to correct any errors we have made. While we will use commercially reasonable efforts to ensure the security of all credit card and all other personal information, we expressly disclaim any liability for any damage that may result should any information be released to any third parties, and you agree to hold us harmless for any damages that may result therefrom. Requesters will be liable for all transaction taxes on the Professional Service(s) provided (other than taxes based on MOVING FELLOWS income).
If we determine that your actions or performance may result in returns, chargebacks, claims, disputes, violations of our terms or policies, or other risks to MOVING FELLOWS or third parties, then MOVING FELLOWS may withhold any payments to you for as long as we determine any related risks to MOVING FELLOWS. For any amounts that we determine you owe us, we may (a) offset any amounts that are payable by you to us (in reimbursement or otherwise) against any payments we may make to you or amounts we may owe you; (b) invoice you for amounts due to us, in which case you will pay the invoiced amounts upon receipt; (c) reverse any credits to your bank account; or (d) collect payment or reimbursement from you by any other lawful means. If we determine that your account has been used to engage in deceptive, fraudulent, or illegal activity, or to repeatedly violate this Agreement, then we may in our sole discretion permanently withhold any payments to you.
Deposits
Your provided credit/debit card will be charged the estimated amount 2-3 days before your service date, serving as a deposit to ensure payment availability. This deposit will be applied to your final bill. If the deposit charge fails, our billing team will reach out for an alternative card. Failure to provide a valid card with sufficient funds may result in the cancellation of your appointment without notice by Moving Fellows.
Service Fees
Hourly Rate
The rate per hour for a Professional Service ("Hourly Rate") depends on factors, such as location and how frequently a Recurrent Service is ordered, and payment terms may increase. Therefore, the same Professional Service may cost more in a different location or if the Professional Service is ordered less frequently. However, you will be notified prior to any such payment increase with sufficient notice to enable you to cancel the Recurrent Service as set forth herein.
Our current rates are published here.
Labor & Driving Fees
MOVING FELLOWS charges for our services by the hour, and to the minute. We do not round up to the nearest 15, 30 or 60 minute increments. The total amount due is comprised of the cost of Drive Time and Labor Time.
Drive Time
MOVING FELLOWS falls under the jurisdiction of an Oregon Department of Transportation tariff that requires us to charge for drive time. Drive time is the time it takes our moving crew to drive to the customer’s starting address from our local terminal, and back to that same terminal from the customer’s ending location. Drive Time is predetermined and set using the Google Maps API. Drive times apply to all crew members and is charged at the same hourly rate as labor time.
Labor Time
Labor time is the total time it takes the moving crew to load, transport and unload the customer’s belongings. Labor time starts when the moving crew begins the parking process at the starting location. Labor time ends after job closing standard operating procedures are complete including site clean up and trash removal, securing moving equipment in truck bed, and folding moving blankets. Customer’s are required to approve labor start and end times on the Bill of Lading.
Reservation & Support Fee ($38.00)
MOVING FELLOWS will assess a Reservation & Support Fee to support the costs related to background checks, insurance, customer support, and related quality assurance services provided to the customer. The Reservation & Support Fee will be applied to each appointment unless the appointment is canceled within 5 days of scheduled appointment.
Rescheduling Fee ($38.00)
MOVING FELLOWS will assess a Rescheduling Fee unless one of the following criteria is met:
A Rescheduling Fee will be charged to the customer unless a appointment is rescheduled greater than 15 days out from todays date. This means if today’s date is January 1st, then all appointments rescheduled prior to January 16th will be subject to the Rescheduling Fee.
Rescheduling or Canceling (Same Day)
Reservations rescheduled or canceled the same day as a scheduled reservation are subject to a 2-hour minimum of the services booked + Reservation $ Support Fee ($38.00)
Late Payment Fee
MOVING FELLOWS will assess a Late Payment Fee equal to $50 for credit card payments that result in insufficient funds, invalid cards or other issues that result in non-payment.
Collections Fee
MOVING FELLOWS will assess a Collections Fee equal to $100 for accounts with a balance due more than 14 days.
Heavy Item Fee
MOVING FELLOWS will assess a Heavy Item Fee equal to $150 for each item that meets one or more of the following conditions: weighs over 350 pounds as determined solely and exclusively by MOVING FELLOWS, requires three or more movers to lift and move, requires special equipment to lift and move, is a piano or gun safe.
Customers are required to disclose heavy items to MOVING FELLOWS at least two (2) days prior to the service date. MOVING FELLOWS reserves the right to charge for each disclosed and/or undisclosed heavy item. Furthermore, the Customer hereby authorizes MOVING FELLOWS to apply the Heavy Item Fee to the credit card on file on the Customer’s MOVING FELLOWS Platform account.
Supplies
MOVING FELLOWS reserves the right to charge for packing supplies provided by MOVING FELLOWS and consumed during the pack and load process. Chargeable supplies include tape, bubble wrap, plastic wrap, blankets, straps, and all other supplies not returned to MOVING FELLOWS after services are delivered. MOVING FELLOWS only charges for moving blankets if a customer opts in to purchasing them. Moving blankets retained by MOVING FELLOWS after a job is complete do not qualify as a chargeable supply.
Pricing for chargeable supplies is published here.
Estimates & Quotes
All time and cost figures communicated during the pre-sales process, whether over the phone, email, SMS, chat and all other forms of communication, are estimates based on historical similar moves. MOVING FELLOWS does not submit fixed-bid quotes. Customers will be charged according to actual service-related times.
Two-Hour Minimum
There is a minimum charge equal to two hours the normal hourly rate for Moving Labor Only and Moving Labor & Truck services where the combined drive and labor time is less than two hours. The Customer hereby authorizes MOVING FELLOWS to charge the credit card on file in the Customer’s MOVING FELLOWS Platform account for such amounts. The Reservation Fee is not included in this amount.
Refund Policy
Refunds
MOVING FELLOWS maintains full discretion on when and if it will grant discounts and refunds for service-related issues. MOVING FELLOWS does not grant discounts or refunds for the following scenarios: actual arrival time outside original Estimated Arrival Times, damage or loss where non-MOVING FELLOWS employees participate in the load, unload, transport, or general handling of a customer’s belongings, same-day dispatch time changes, and rescheduled reservations due to schedule and service capacity changes. Exceptions will be handled on a case by case basis.
Estimated Arrival Times
All reservations are assigned Estimated Arrival Times (e.g. 9 am - 11 am) at the time of booking along with a scheduled Dispatch Time (e.g. 9 am). While MOVING FELLOWS makes every effort to arrive by the Dispatch Time, due to the fluid nature of delivering moving and logistics services the actual arrival time could vary from the Dispatch Time and occur outside the original Estimated Arrival Times. MOVING FELLOWS reserves the right to adjust Estimated Arrival Times at our discretion to any time within the same day as needed to fulfill our service schedules. MOVING FELLOWS provides customers SMS updates about schedule changes at the primary phone number on file. MOVING FELLOWS' customers are responsible for planning ahead for potential changes in the Estimated Arrival Times and actual arrival time of their moving crew.
Changes to Arrival Time
MOVING FELLOWS makes every effort to avoid making changes to arrival windows. Due to the dynamic and fluid nature of delivering moving and logistics services, there are times when emerging information about moving appointments, crew availability, truck and equipment availability that require us to reschedule an appointment. MOVING FELLOWS reserves the right to reschedule customer appointments as needed to meet the overall demands of our service schedules. MOVING FELLOWS will notify customers by SMS and/or phone when rescheduling a reservation is unavoidable. If rescheduling a reservation results in a rate increase, customers are charged the lesser rate. Customers unable to accommodate the rescheduled date/time are eligible for a full refund.
Cancelation Policy
MOVING FELLOWS is not obligated to refund fees designated as non-refundable if a customer cancels a service appointment. Non-refundable fees include the Reservation & Support Fee and any deposits designated as non-refundable. Including 2-hour minimums for same day reschedules and same day cancelled appointments. Non-refundable fees including Reservation & Support Fee and 2-hour minimums may be waived if appointment is canceled within 24 hours of booking or under special circumstances at managements discretion. Moves booked the day before and cancelled on the day of are not eligible to have the 2-hour minimum waived.
Damage & Loss Claims
First report of a claim must be made within 24 hours from when the Service occurs. After the first report, you will be asked to complete the full claim form within 7 days of receipt. If you do not complete the claim form in its entirety within 7 days of receipt, your claim will no longer be eligible for compensation. We urge you to read through these terms and conditions prior to submitting a claim. All claims will be reviewed on a case-by-case basis. During the Damage & Loss Claim assessment process, you may be required to provide written detailed: (1) proof of ownership of damaged/missing item (2) proof of value of damaged/missing item; and (3) proof of damage or loss. If such information is requested, you will have 10 days from the date of the request to send MOVING FELLOWS the requested information. If you fail to provide the requested information within the 10 day time period and/or fail to contact MOVING FELLOWS to arrange for an extension of time, Your claim will be considered closed and no longer eligible for compensation. You also agree to: (A) protect and preserve any damaged property that is the basis of a claim from further damage; (B) assist and allow MOVING FELLOWS or its insurers access to inspect and make copies, photographs and recordings of anything relating to the claim; (C) accept repairs and/or remediation by a Professional; (D) accept a replacement only if repairs are proven not to be an option; (E) submit requested materials by the dates outlined by the MOVING FELLOWS resolutions team; and (F) accept a replacement item subject to the standard depreciation of that item.
If any part of your claim is approved, then as a condition to any payment to you under the Fellows Guarantee, you will be required to execute and deliver to MOVING FELLOWS the release agreement within 14 days of receipt of the release agreement from MOVING FELLOWS, and assign to MOVING FELLOWS or its insurer any rights and remedies you may have to recover amounts paid to you with respect to an approved claim from any party that is financially responsible for the approve claims and any rights in any property that is recovered. The release agreement shall be rescinded and considered null and void if not signed and returned to MOVING FELLOWS within 14 days of your receipt and the claim shall no longer shall be eligible for the Fellows Guarantee. Moving Fellows reserves the right to determine the amount of fair-amount payouts.
Changes to this Agreement
MOVING FELLOWS reserves the right, at our sole and absolute discretion, to change, modify, add to, supplement or delete any of the terms and conditions of this Agreement at any time, effective with or without prior notice. If any future changes to this Agreement are unacceptable to you or cause you to no longer be in compliance with this Agreement, you must terminate, and immediately stop using, the MOVING FELLOWS Platform. Your continued use of the MOVING FELLOWS Platform following any revision to this Agreement constitutes your complete and irrevocable acceptance of any and all such changes.
Last updated: July 28, 2023
Severability
These Terms shall be deemed severable. In the event that any provision is determined to be unenforceable or invalid, such provision shall nonetheless be enforced to the fullest extent permitted by law, and such determination shall not affect the validity and enforceability of any other remaining provisions.
Contact Information
If you have any questions regarding this Agreement, please contact us at support@fellowservices.com or by mail the below address:
FELLOWS SERVICES LLC d/b/a MOVING FELLOWS
ATTN: LEGAL
700 SW FIFTH AVENUE, #4000 - 3RD FLOOR
PORTLAND OR 97204