Customer Bill of Rights

 

 

GENERAL INFORMATION

BoxMyDorm will notify customers of service delays, cancellations and any other event that may negatively impact the service we provide you with. Notification may be given in any of the following forms: via BoxMyDorm.com, via BoxMyDorm Customer Account, via telephone, via text message, via email or from our delivery representatives.

 

CANCELLATIONS

All customers whose pickup or delivery service is canceled by BoxMyDorm, at the customers's option, will receive a full refund for their scheduled service or rescheduling to the next available service window. If BoxMyDorm cancels service within 4 hours of a scheduled service window due to a Controllable Event, BoxMyDorm will also provide the customer with a $50 Credit good towards future service with BoxMyDorm.

 

COMPENSATION

Compensation is issued to your automatically in the event of a service delay. If you believe your are eligible for compensation and have not been credited, please contact a customer service representative.

 

SERVICE DELAYS

Customers are entitled to compensation in the event of certain delays.


  1. Customers whose service is delayed for 1-1:59 hours after the end of a scheduled time window due to a Controllable Event are entitled to a $25 Credit good for future BoxMyDorm service.
  2. Customers whose service is delayed for 2-4:59 hours after the end of a scheduled time window due to a Controllable Event are entitled to a $50 Credit good for future BoxMyDorm service.
  3. Customers whose service is delayed for 5-7:59 hours after the end of a scheduled time window due to a Controllable Event are entitled to the greater of a $50 Credit good for future BoxMyDorm service OR the amount paid by the customer for the pickup OR return delivery service.
  4. Customers whose service is delayed for more than 8 hours after the end of a scheduled time window due to a Controllable Event are entitled to a Credit good for future BoxMyDorm service in the amount paid by the customer for the pickup AND return delivery service.

 

OVERWEIGHT AND ADDITIONAL FEES

In the event any one of your belongings are subject to additional fees, BoxMyDorm will provide you with the item number of the package and corresponding weight (if applicable). Please see our short list of reasons for which you may be subject to an additional surcharge. Possible Fees and Surcharges

 

LOSS OR DAMAGE CLAIMS

We provide each item with a Declared Value Coverage of $100 free of charge included with your order. BoxMyDorm will notify you in the event of loss or damage as soon as we are aware of it. The limit of our liability is equal to the amount you declared for your belongings at the time of your initial order. In order to be eligible for a Claim, you must adhere to our Proper Packing Guidelines. All items will be recorded upon pickup and must be included in our pickup record to be eligible for a Claim.

 

COMMUNICATION

BoxMyDorm will keep open communication with our customers to let them know of any service delay or issue as soon as we are aware of it.

We are available by phone, email, and our internal support system should you have questions or concerns at any time.

 

DEFINITIONS

Controllable Event: A service delay or cancellation that is not caused by a Force Majeure Event (also defined below). Examples include: moving crew unavailability due to BoxMyDorm's scheduling (not due to weather-event related disruption).


Force Majeure Event: A Force Majeure Event is an event outside the reasonable control of BoxMyDorm. It includes events such as weather conditions; acts of government or local authorities; street closures; campus construction that interferes with BoxMyDorm's operation and other events that are not reasonably foreseen, predicted, or anticipated by BoxMyDorm. Please see our Terms of Service for a complete definition of Force Majeure.


Uncontrollable Event: A service delay or cancellation that is caused by a Force Majeure Event (defined above). Examples include events such as weather conditions, acts of government or local authorities, street closures, and campus construction.