Who these terms are between
They are between you, the customer, and Heartline Moving, a moving company operating in Pennsylvania. Requesting a quote does not commit you to anything. Booking a move accepts these terms as they stand on the day you book.
Estimates
Estimates are free and there is no obligation to book one. Every estimate is given in writing before any work is agreed. A verbal figure over the phone is a guide, not an estimate.
An estimate is based on what you tell us: the addresses, the access at each end, the date, and what is being moved. It assumes normal access unless we have agreed otherwise — a usable parking space within reasonable carrying distance, working lifts where a building has them, and clear walkways.
The price can change if the job on the day is not the job we quoted. The usual causes are:
- Significantly more, larger or heavier items than described.
- Access that turns out to be different: no parking permit, a lift out of service, a long carry, stairs we were not told about.
- Packing that was not requested in advance but is needed on the day.
- Waiting time caused by keys, building management or paperwork not being ready.
If any of these come up, the crew leader will tell you what it changes before continuing, not afterwards on the invoice.
Booking and deposits
A date is held once you accept the written estimate and we confirm it back to you. [Deposit policy]
Dates in the last week of the month, and Fridays and Saturdays generally, book out furthest ahead. Booking early costs nothing extra.
Changing or cancelling
[Cancellation notice period]
If we have to change your date — a truck breakdown, a crew illness, weather that makes the roads genuinely unsafe — we will tell you as early as we can, offer the nearest alternative date, and refund any deposit in full if we cannot deliver a date that works for you.
Moving day
We give an arrival window rather than a single time, because the job before yours can run long. You will be told the window in advance and contacted if it moves.
What we ask of you on the day:
- Someone over 18 present at both ends, or a named person you have authorised.
- Parking arranged where a permit or reservation is required.
- Anything you are moving yourself set aside and clearly marked.
- Passports, medication, keys, cash and jewellery kept with you rather than loaded.
What we will not move
By law and for safety, the crew cannot load:
- Flammable, corrosive or explosive goods — petrol, gas cylinders, paint thinner, fireworks, ammunition.
- Perishable food, plants where the journey would spoil them, and anything alive.
- Illegal items of any kind.
Tell us in advance if you are unsure about something. If it turns up on the day and cannot travel, we will set it aside and note it on the paperwork.
Payment
[When payment is due]
[Minimum charge]
Hourly jobs are timed from arrival at the first address to completion at the last, including the drive between them. Your written estimate names the rate, the crew size, and anything charged separately such as materials or heavy-item handling.
Care of your things, and liability
We wrap furniture, protect floors and doorways, and load to keep things still in transit. Even so, moving carries risk, and it is fair to say plainly what we cover.
[Valuation coverage]
We are not liable for:
- Items you packed yourself, where the box is undamaged but the contents are broken — we cannot verify how they were packed.
- Damage that was already there. Tell the crew before loading and it goes on the paperwork.
- Mechanical or electrical faults appearing after a move with no external damage to the item.
- Items that were inherently fragile or already weak — pressed-board furniture that does not survive being lifted, for instance.
- Damage caused by conditions outside our control at either address, or by instructions you gave us against our advice.
Making a claim
If something is damaged or missing, tell the crew leader before they leave if you can, so it can be noted while everyone is still there.
[Claim window]
Send us a description of the item, photographs of the damage, and what you believe it was worth. Keep the item and its packing material until the claim is settled — we may need to inspect it. Your coordinator handles the claim; you will not be passed to a call centre.
Complaints
Call us first. Most problems are quicker to fix by phone than by email, and we would rather hear about it directly. If we cannot resolve it between us, moving companies operating within Pennsylvania are regulated by the Pennsylvania Public Utility Commission, which handles consumer complaints about intrastate household goods carriers.
This website
The content here — text, photographs, layout and logo — belongs to Heartline Moving. Service descriptions, town pages and FAQs are written to be accurate and are reviewed regularly, but they describe how we normally work, not a guaranteed price or availability for your specific job. Only your written estimate does that.
Governing law
These terms are governed by the law of the Commonwealth of Pennsylvania.
Changes
We may update these terms. The version that applies to your move is the one published when you booked, and we will send it with your estimate if you ask.