Booking terms

These terms apply to every pickup booked with Haul-er. Have this reviewed by counsel before launch.

1. What we do

We remove large household items: furniture, mattresses, box springs and household appliances. We are not a general junk-removal, construction-debris or hazardous-waste company, and we do not hold ourselves out as one.

2. Estimates and final price

The price shown when you book is an estimate based on the items, access conditions and photographs you provide. It is calculated from our published per-item prices plus any stair and scheduling charges that apply. There is no distance or travel surcharge: the published price is the same in every county we serve. Taking an item apart to get it out is part of the job and is never charged for.

If what we find differs from what you described - additional items, undisclosed stairs, or access conditions that materially change the work - the team will tell you the revised price and obtain your approval before any work begins. You may decline, in which case no work is performed.

Current adjustments: a flat $25 where there are stairs, covering a walk-up to the 3rd floor (above that a working elevator is required); $20 off for curbside pickups; and $50 for same-day priority. Disassembly and the Before-Delivery Haul-Away Guarantee are included at no charge.

3. Arrival windows

We schedule three-hour arrival windows. We do not promise an exact arrival time. Traffic, access problems at earlier stops and weather can move a window; if that happens we contact you.

4. The Before-Delivery Haul-Away Guarantee

Where you have booked a before-delivery pickup and given us a confirmed retailer delivery window, the guarantee means your item is removed before that confirmed window begins.

Specifically:

• If your delivery window opens before 11:00 a.m., we schedule the removal for the previous day.
• If it opens at or after that time, we schedule a pickup window that ends at least 90 minutes before your delivery window begins.
• If you do not yet have a confirmed window, we hold a flexible reservation. The guarantee does not apply until a confirmed window is supplied.

The guarantee does not apply where the delivery window changes and we are not told, where access is denied or unavailable, where the item is not as described, where a prohibited item is present, or where performance is prevented by events outside our reasonable control.

5. Your responsibilities before we arrive

• Items are emptied of personal belongings, including drawers.
• Appliances are empty, dry and disconnected. Water, gas and electrical connections must be safely disconnected by you or a qualified party. Our teams do not disconnect utilities.
• Mattresses are free from bedbugs and any other active infestation. Stains and soiling are acceptable and are handled by our team.
• Stairs, elevators, gates and other access restrictions have been disclosed.
• Nothing in the pickup is a hazardous or otherwise prohibited item.
• Someone aged 18 or over is present for any pickup from inside a residence or building.

6. Items we cannot accept

The prohibited list is published at items we do not take and forms part of these terms. If a team arrives and finds a prohibited item, they cannot remove it, and any related charge for that item is not incurred.

7. Title and disposal

By booking, you confirm you own the items or are authorised to dispose of them. On an ordinary haul-away, title passes to us once the item is collected and we determine the disposal route. Check items thoroughly before collection - collected items cannot be returned.

7a. Donation drop-off

Where you have booked donation drop-off, title does not pass to us. The item remains yours until the donation centre accepts it, and the centre's receipt is issued to you as the donor. We act as the carrier only.

We do not guarantee that a centre will accept the item. Centres apply their own condition standards, receiving hours and capacity limits. If a centre declines it, we dispose of the item as part of your ordinary pickup and the donation fee is not charged; if it has already been paid, it is refunded.

We make no representation about the tax treatment or value of any donation. We do not value items, complete valuation paperwork, or advise on what may be claimed. Any receipt is issued by the centre, not by us, and what you can claim is a matter between you and your tax adviser.

8. Payment

Where online payment is enabled and your ZIP code is in an active service area, payment is taken at booking through our payment provider, who handles card details directly. Where your ZIP code is request-only, no payment is taken online: a person confirms availability and price with you first.

9. Changes and cancellation

Contact us as early as you can to reschedule or cancel, quoting your confirmation number. Rescheduling is free. Cancelling a booking incurs a cancellation fee of 20% of the booking total; the remaining 80% is refunded to your original payment method. Where we arrive and cannot perform the work because access was not available or the items were not as described, the call-out charge in section 12 may also apply.

10. Damage

Our teams take reasonable care moving items through your property. Report any damage to us within 48 hours of the pickup so we can investigate while the facts are fresh. Pre-existing damage, unavoidable damage arising from an access route you asked us to use after being advised against it, and damage to the items being removed are excluded.

That last exclusion does not apply to an item booked for donation drop-off. Because the item remains yours and is being carried somewhere its condition matters, we take responsibility for damage we cause to it in transit, up to the limit in section 11.

11. Limitation

To the extent permitted by law, our liability arising from a booking is limited to the amount you paid for that booking. Nothing in these terms excludes liability that cannot lawfully be excluded.

12. Refusal of service

We may decline or halt a pickup where performing it would be unsafe or unlawful, including where: an item has an active infestation that was not disclosed at booking; removal would require structural alteration to the building; the location or access route is unsafe for our team; a prohibited item is present; or severe weather makes the work dangerous. Where a condition was not disclosed at booking and the team cannot proceed because of it, a call-out charge may apply. Where we decline for reasons of our own, you are not charged.

13. Information you provide

Pricing, scheduling and the guarantee all rest on what you tell us: the items, the floor, the stairs, the delivery window. You are responsible for that information being accurate and current, and for updating us if it changes before the pickup. Inaccurate information is the one situation where the price you approved at booking can change - and even then, only with your approval on site before work begins, as described in section 2.

14. Using this website

The content of this website - text, images, design and code - belongs to Haul-er or its licensors. You may use the site to learn about and book our services. You may not copy it for a competing service, interfere with its operation, probe its security, scrape it with automated tools, or use it for anything unlawful. Retailer names appearing on this site are the trademarks of their respective owners.

15. Communications

When you book, we send transactional messages about that booking - confirmation, reminders, and day-of coordination - by email and, if you provide a mobile number, by text message or phone call. These are part of delivering the service. Marketing messages are separate and are sent only if you opted in, and every one includes a way to unsubscribe; opting out of marketing never affects booking communications. Standard message and data rates from your carrier may apply.

16. Events outside our control

Neither of us is responsible for delay or failure caused by events beyond reasonable control - severe weather, natural disaster, road closures, government action, or utility and telecommunications failures. If such an event prevents a pickup, we reschedule it at no additional cost, or you may cancel without charge.

17. Disputes

Talk to us first. Most problems are fixable within a phone call, and we want the chance to fix yours: contact us with your confirmation number and we will work with you in good faith for thirty days before either of us starts any formal process.

If we cannot resolve it, you and we agree that any dispute arising from these terms or a booking will be resolved by binding arbitration on an individual basis administered by the American Arbitration Association under its Consumer Arbitration Rules, held in San Diego County, California, or at your election by videoconference. Both of us waive the right to a jury trial and the right to bring or join a class or representative action. Either of us may instead bring an individual claim in small claims court if it qualifies there, and nothing in this section limits any right you have to seek public injunctive relief where California law preserves it. If any part of this section is found unenforceable, the rest of it still applies.

18. Changes to these terms

We may update these terms from time to time and will post the current version here. The version that applies to your pickup is the one published when you booked it - a later change never rewrites a booking you already made.

19. General

If any provision of these terms is found invalid, the remainder continues in effect. These terms, together with the privacy notice and the prohibited-items list, are the whole agreement between you and us about a booking, and they are governed by the laws of the State of California.

20. Contact

Haul-er · (858) 633-6042 · contact@haul-er.com

See also our privacy notice.