Clear terms, no surprises — here's exactly how booking deposits, cancellations, and delays work at Flex Movers.
To reserve a moving date, Flex Movers requires a booking deposit. When you pay the deposit, we reserve a crew, a truck, and a time slot exclusively for your move — and turn away other work for that slot.
Booking deposits are non-refundable if the customer cancels the reservation. The deposit compensates Flex Movers for holding the crew, vehicle, and schedule for your move. If your move is completed as scheduled, the deposit is applied in full toward your final bill.
We plan every job carefully, but moving schedules can be affected by factors outside anyone's control — traffic, weather, building access issues, or a prior job running long. If our crew is delayed, we will communicate with you as early and as clearly as possible and complete your move the same day whenever feasible.
A delayed crew arrival does not entitle the customer to a refund of the booking deposit. If the customer chooses to cancel the move due to a delay rather than allow the crew to complete the job, the cancellation terms above apply and the deposit is not refunded.
If Flex Movers — not the customer — cancels a confirmed move entirely and cannot offer a reasonable alternative date, the deposit is refunded in full.
Flex Movers is not responsible for damage to the contents of boxes packed by the customer unless there is visible external damage caused during handling. For fragile or high-value items, we recommend our professional packing service.
Customers are responsible for ensuring safe, legal access at both locations — including parking arrangements, elevator reservations, gate codes, and any certificates of insurance required by building management. Time spent resolving access issues on move day is part of the billed move time.
In some cases, third-party providers may be involved in a move (for example, storage facilities or specialty riggers). Those services are subject to the third party's own terms, and Flex Movers is not responsible for their actions or performance.
Questions about this policy, or need to report an issue with your move? Call us at (702) 900-2309 or email [email protected]. We respond to all claims within 2 business days.
This policy applies to reservations made on or after the effective date shown above. By paying a booking deposit, the customer acknowledges and agrees to these terms. Flex Movers may update this policy from time to time; the version in effect on the date of your booking applies to your move.