Booking & Service Policies
Our Commitment
At Simple Man With A Van, our goal is to make your move as smooth, transparent, and stress-free as possible. We believe clear communication and fair policies lead to better experiences for everyone.
We understand that unexpected situations can happen. If an issue arises due to something within our control, we'll make every reasonable effort to correct it. Likewise, when circumstances outside of our control prevent a scheduled move from being completed, these policies help ensure that the time, labor, and resources already committed to your move are treated fairly.
We encourage you to review the policies below before booking. If you have any questions, just ask—we're always happy to clarify.
Deposits
A deposit is required to reserve your appointment and will be applied toward your final balance.
Deposits are generally non-refundable because your appointment time is reserved exclusively for your move. If we are unable to complete your move due to an issue on our end, your deposit will be refunded.
Rescheduling
We understand that plans can change.
If you need to reschedule, please notify us at least 24 hours before your scheduled appointment. We will gladly transfer your deposit to a new date, subject to availability.
Rescheduling requests made with less than 24 hours' notice are subject to approval and may result in forfeiture of the deposit, as that appointment time has been reserved specifically for your move.
Booking Information
Customers are responsible for providing accurate information about the move, including:
Inventory
Pickup and delivery addresses
Staircases and elevators
Parking restrictions
Building requirements
Item dimensions and accessibility
Any special circumstances that may affect the move
Additional charges may apply if the actual job differs significantly from the information provided.
Item Accessibility
Customers are responsible for ensuring that furniture and other items can reasonably be removed from the pickup location and delivered to the destination.
If an item requires specialized services that were not disclosed before booking—including furniture disassembly, couch cutting/reassembly, cranes, hoisting, window removal, or similar services—the move may require additional charges, rescheduling, or may be declined.
Marketplace Purchases
For Facebook Marketplace, Craigslist, OfferUp, and similar purchases, customers are responsible for confirming that:
The seller will be present.
The item is still available.
The item can be removed from the property.
Building access has been arranged.
Any required elevators or loading docks are available.
If we arrive and the item has been sold, the seller is unavailable, the item cannot be removed, or undisclosed conditions prevent the pickup, the deposit remains non-refundable.
Incomplete Jobs
If a scheduled move cannot be completed due to circumstances outside of our control—including closed facilities, unavailable sellers, inaccessible buildings, denied access, missing keys, inaccurate information, or other customer-related circumstances—the completed portion of the job will still be billed as scheduled.
Any return trip required to complete the remaining work will be treated as a separate service and quoted accordingly.
Arrival & Waiting Policy
Please be available at your scheduled appointment time.
We provide a 15-minute courtesy wait upon arrival.
Additional waiting time may be billed.
If we are unable to begin the move after 30 minutes because we cannot reach you, gain access to the property, or begin work due to customer-related circumstances, the appointment may be cancelled and the deposit forfeited.
Unexpected Conditions
Our quotes are based on the information available at the time of booking.
Conditions that could not reasonably have been known beforehand—including concealed damage, permanently assembled furniture, oversized items, inaccessible locations, or other unforeseen obstacles—may require additional labor, specialized services, additional charges, or rescheduling.
Communication
Communication goes a long way. If something unexpected comes up, please let us know as soon as possible. We will always do our best to work with customers who communicate promptly and honestly.
Why We Have These Policies
We're an owner-operated business. Every appointment reserves our vehicle, time, and schedule specifically for you. These policies allow us to operate fairly while continuing to provide the personal service and flexibility our customers have come to expect.
Our goal is never to enforce policies for the sake of enforcing them. Our goal is to complete every move successfully and leave every customer satisfied. When unexpected situations arise, we'll always do our best to find a fair and reasonable solution for everyone involved.
Thank you!
