Terms & Conditions

On this page: 1. Accepting these terms · 2. Services and service area · 3. Estimates and your final price · 4. KeyRate™ and promotions · 5. Inspections · 6. Booking and deposits · 7. Cancelling and rescheduling · 8. Payment · 9. Valuation and liability · 10. Claims · 11. Items we can’t move · 12. Your responsibilities · 13. Timing and delays · 14. Calls, texts and email · 15. Text message terms · 16. Photos, video and reviews · 17. Ads, social media and messages · 18. Partners and referrals · 19. The Room & Road app · 20. Uploads · 21. Electronic records · 22. Acceptable use · 23. Intellectual property · 24. Third-party services · 25. Website disclaimer · 26. Limits on website liability · 27. Indemnification · 28. Governing law and disputes · 29. Suspension · 30. Changes to these terms · 31. Contact us

1. Accepting these terms

These Terms are an agreement between you and Room & Road Moving Company, LLC (“Room & Road,” “we,” “us” or “our”). By using the website, starting an estimate, sending a form, booking an inspection, messaging us or using the Room & Road app, you agree to these Terms and acknowledge our Privacy Policy. If you don’t agree, please don’t use that feature.

If you act for someone else (a family member, a property owner or a business), you confirm you are allowed to share their information and act for them.

Your signed moving documents (your written estimate or agreement, valuation choice, bill of lading and any approved written changes) govern your move. If they conflict with these Terms, the signed documents control for that move.

2. Our services and service area

We provide residential moving and related services, including moving with our crew and truck, packing and moving, packing only, labor-only loading or unloading, and specialty items, as described in your written estimate or agreement.

We serve moves that start and end in Georgia. We do not offer interstate moves. We may decline work that is unsafe, unlawful, outside Georgia or our authority, beyond our equipment or crew, or materially different from what was described.

Room & Road Moving Company, LLC is based in Decatur, Georgia (Georgia DPS household goods certificate MCA 9759, GIMC A025663, US DOT 9144657). Intrastate household-goods moves are regulated by the Georgia Department of Public Safety (DPS). Charges, valuation options, claims procedures and other move-specific rights follow your signed documents, the applicable rules of the Georgia DPS (including Chapter 570-38-3) and our tariff in effect for your service. Nothing on this website changes a required tariff, valuation election, bill of lading or right that can’t lawfully be waived.

3. Estimates and your final price

Website information isn’t a contract. Descriptions, pictures, prices shown on the website, availability and early conversations are general information. They are not a reservation, binding estimate, insurance or contract.

Online estimates. Our online estimate uses the answers you give about your home, belongings, access and date, and our published rates, to show you a price. It is a preliminary, non-binding estimate based on what you tell us. It does not hold a date or commit you to a move.

Your binding written agreement. Your final price is confirmed after your free inspection, in a Binding Residential Moving Agreement you sign before move day. The binding total is the most you pay for the original scope listed in it; a lower final charge is allowed. Added work (more items, extra stops, packing or services not listed, or conditions we weren’t told about) needs your written approval before we do it. A general warning that costs could rise is not approval of a specific charge.

What affects price. Addresses, distance, home size, inventory, how full the home is, access, parking, stairs, elevators, crew size, equipment, materials, services and timing. Please give us accurate, complete information and tell us promptly if anything changes.

4. KeyRate™ and promotions

One promotion per move. KeyRate comes from an online estimate, with 48 hours to book. It discounts crew time and the travel hour only; eligibility and seasonal savings depend on your moving date. If you have more than one code or offer, we apply the single promotion that saves you more. See full pricing and KeyRate terms.

5. Inspections

Before you sign, we confirm your estimate with a free inspection. You can choose a photo inspection (you send photos through your estimate page or by text), a video walkthrough (Google Meet or FaceTime), or an in-person visit, subject to availability. You can change or cancel an inspection from your estimate page up to 2 hours before it starts, or by calling or texting us. You can update your estimate answers until your inspection is done.

Please show or photograph every room, closet, garage or storage area and anything large, fragile or valuable. Items or conditions that weren’t shown or described may not be covered by your binding price.

6. Booking and deposits

A form, estimate, inspection or message does not book a move. Your date is booked only when we confirm availability and you sign your agreement and pay your booking deposit.

The deposit amount is shown in your agreement and on our Pricing page. It is due when you sign, is applied as your agreement describes, and is fully refundable if you cancel before move day (see Cancelling and rescheduling).

7. Cancelling and rescheduling

Before move day: no cancellation fee, and your deposit is refunded in full.
On move day or after the crew is dispatched: we keep only an amount allowed by your agreement and the applicable tariff and supported by documented mobilization or reserved-capacity costs. There is no flat cancellation fee.
Rescheduling: you may reschedule once to a date within 14 calendar days of the original move date, subject to availability. Any other change needs our written approval.
If we cancel or reschedule: we do so only if the service would be unsafe, unlawful, physically impracticable or materially outside the scope in your agreement. We’ll tell you promptly and, when possible, offer a new date. If we cancel before providing service and you decline the new date, we refund everything you paid for services not performed, including the deposit.

8. Payment

We take payment by card through our payment processor, as your agreement describes. Your deposit is paid when you sign. On move day we place a hold on your card for the balance and charge it when your move is complete; approved changes may need an added hold. Charges for services performed follow your signed agreement, bill of lading and approved written changes. Approved refunds go back to the card you paid with; how quickly they appear depends on your bank. Please don’t send full card numbers by email or text.

Payment providers operate under their own terms and privacy policies, and we can’t promise they will always be available or error-free.

9. Valuation and liability for your belongings

Valuation is the level of our liability for loss or damage to your belongings during the move. It is not insurance. You choose your valuation in writing on your moving documents before the move.

Released Value (basic protection) is included at no extra charge. Our liability is limited to 60¢ per pound per article.
Full Value Protection is available for an added charge, with no deductible or with a $300 deductible. It requires a declared value of at least $5,000 per room.

No option is pre-selected; you must choose one. If you’re not sure, ask us how each works before you sign.

The options, charges, limits and exclusions that apply to your move are set out in your bill of lading, your agreement and our tariff, following Georgia DPS rules. Responsibility for items you pack yourself, packing or wrapping you decline, pre-existing damage, and high-value items you don’t declare follows those documents. You may want to check whether your homeowner’s or renter’s insurance covers your belongings during a move.

10. Claims for loss, damage or overcharge

Send written claims to claims@roomandroadmoving.com and by mail to our address in Contact us, within 90 days after delivery (or after scheduled delivery, if items were not delivered). If we tell you delivery is expected on a later date, the 90 days start on that later date.

You can also file a claim, with photos, from your move’s private page. Include your name, move date, move reference, what happened, what you’re asking for, and supporting photos or records. We aim to complete claims within 45 days when reasonably feasible, and in all cases handle them in a reasonably timely way and within 90 days after filing to the extent feasible. If we need more time, we’ll explain why. Paying for your move does not waive a lawful claim.

11. Items we can’t move

For safety and legal reasons we don’t move hazardous materials, including fuels, gas cylinders, explosives, paints and solvents, corrosives, poisons and reactive chemicals, flammable or toxic aerosols, unsafe batteries and hazardous waste. Your agreement lists what is not included.

Please keep cash, jewelry, important documents, medications, keys, devices with personal data and other irreplaceable items with you. We may refuse or stop moving any item that is unsafe or prohibited.

12. Your responsibilities

You or your authorized representative are responsible for:

accurate addresses, unit numbers, access conditions, inventory, home type, services needed and contact information;
telling us about stairs, elevators, long carries, parking limits, gate codes, building rules, and fragile or high-value items;
getting building, parking, elevator, owner or association permissions;
keeping access safe and lawful and removing hazards;
having an authorized adult present to direct the work, approve changes and sign at pickup and delivery;
keeping the items in Items we can’t move in your own care; and
following the preparation, packing, payment and claims instructions in your signed documents.

Anyone who signs or approves service confirms they are the customer, the property owner or an authorized representative.

13. Timing, delays and events outside our control

Arrival windows and time estimates are good-faith plans, not guarantees, unless a signed document says otherwise. Traffic, weather, road conditions, earlier jobs, mechanical problems, building restrictions, readiness, unsafe conditions, emergencies and government action can affect timing. We’ll make reasonable efforts to tell you about important changes.

14. Calls, texts and email

When you give us your phone number or email (in an estimate, a form, a message or a booking) and agree to be contacted, we may call, text or email you about your request, estimate, inspection, booking, move, payment, claim or account. Promotional messages are sent only with the consent the law requires, and agreeing to them is never required to hire us.

You can unsubscribe from promotional email with the link in the email, and stop texts as explained in Text message terms. Service, safety, account, claim and payment messages may continue as the law allows. Calls may be answered by voicemail, and you may receive automated texts. Our Privacy Policy explains how we handle your phone number and messages.

Program. Room & Road Moving texts people who ask us for estimates and our customers. By texting us (for example, texting MOVE to request an estimate link), checking the consent box on our estimate or a form, or otherwise giving us your mobile number and agreeing to be contacted, you give us your express written consent to receive text messages from Room & Road at that number, including messages sent with automated technology.

What we send. Replies to your messages; estimate and KeyRate links; inspection scheduling, reminders and photo requests; booking, crew arrival and move-day updates; payment, claim and account notices; and, only if you agree to them, occasional offers and promotions.

Message frequency varies based on your request and move. We don’t send automated reminders between 8 PM and 8 AM Eastern.
Msg & data rates may apply.
Reply STOP to opt out of texts at any time (UNSUBSCRIBE, CANCEL, END and QUIT also work). We’ll send one message confirming you’ve opted out. You can also opt out by telling us in any reasonable way, such as by email or phone.
Reply HELP for help, or contact us at hello@roomandroadmoving.com or Call us · Text us.
Consent is not a condition of purchase. You never have to agree to marketing texts to get an estimate or hire us.
We don’t sell or share your mobile number or text opt-in with third parties for their own marketing.

To start texts again after opting out, reply START. Carriers are not liable for delayed or undelivered messages. If you change or give up your mobile number, please tell us so we don’t text the new owner of that number.

16. Photos, video, reviews and testimonials

Condition records. We may photograph or record belongings, rooms, vehicles, equipment or property when reasonably needed to document condition, protection, delivery, incidents, claims, safety, training or service quality. These are kept with the job record.

Marketing use. We won’t use photos or video that show identifiable customers, the inside of your home, your address, documents or identifiable belongings in public marketing (our website, ads or social media) without your permission. Our crew may take move-day photos or short videos for marketing only when you agree. Saying no never affects your service, and you can withdraw permission at any time by emailing hello@roomandroadmoving.com; we’ll stop new uses and remove the content from our own pages and accounts where we reasonably can.

Reviews, testimonials and content you share. If you send us a review, testimonial, photo or video, tag us, or post about us on a public platform, you allow us to repost, quote and display it, with your first name or handle, on our website and social accounts, unless you ask us not to. Reviews reflect each customer’s own experience. We don’t pay for positive reviews or offer rewards that depend on what a review says.

We advertise and keep accounts on platforms such as Google (Search, Maps, Business Profile and YouTube), Microsoft Bing, Meta (Facebook, Instagram, Messenger and WhatsApp), TikTok and others, now or in the future. When you click an ad, fill in a lead form on a platform, comment, send a direct message or book through one of these platforms, that platform’s own terms and privacy policy also apply.

Information you send us in a platform lead form or message is handled like any other request under these Terms and our Privacy Policy. Please don’t send card numbers or other sensitive details in comments or messages. Public comments may be seen by anyone. We may hide or remove comments that are abusive, spam, or that share someone’s private information.

18. Partner programs and referrals

Our agent partner and trade partner programs reward real estate agents and businesses that refer clients to us. Partner setup, referral codes, levels, reward amounts and payout timing are shown in the partner portal at app.roomandroadmoving.com and any partner agreement, which control for the program. Rewards are paid after a short hold once the referred move is finished and paid. Agents are responsible for any disclosure their brokerage or the law requires for referral rewards.

If someone referred you, we may tell them whether you booked and what we need to pay their reward, as our Privacy Policy describes. Referral and customer codes count as a promotion (one per move). We may change or end a program, or decline or reverse a reward for fraud, self-referral or a breach of program rules, as the program terms allow.

19. The Room & Road app and accounts

The Room & Road app at app.roomandroadmoving.com is used by customers (through a private link for their move) to review estimates, sign documents, pay and file claims; by partners to refer clients and see payouts; and by our crew, team leads and office to run moves. Access is personal, limited and revocable. Keep your password and private links to yourself, use only your own account, give accurate information and tell us right away about any unauthorized use.

A member code is an internal identifier for team assignments, time and pay records; it does not replace any legal, tax, contractor or payment document. Team leads record job activity (including Arrived, Start, breaks, delays, incidents and Finish). At “Arrived,” the app checks the phone’s location against the pickup address once and saves it with the arrival record; it does not track anyone continuously. No one may falsify, bypass, spoof or interfere with activity, time, location, incident or payment records. Automated calculations stay subject to review and correction of verified errors. App displays and automated records do not change a signed contractor, pay, confidentiality or other agreement.

20. Photos, reports and other uploads

Anyone uploading or texting notes, photos or other content confirms it is accurate, relevant and theirs to share. Don’t upload unlawful material, other people’s private information, passwords, financial credentials or content the job doesn’t need. Uploads may be kept with the job record and shared with authorized Room & Road staff, insurers or claims professionals as needed. You give Room & Road a limited permission to store, copy, send and use uploads to run the service, keep records, investigate incidents, enforce agreements and comply with law. You keep any rights you already have in your content.

21. Electronic records and signatures

You agree to receive notices, confirmations, documents and records electronically and to sign documents electronically where the law allows. Electronic timestamps, signatures, consent records (including the date, time and wording of the consent you gave), app activity and system records may be used as business records, subject to correction of demonstrated errors. Keep your email address and phone number current.

22. Acceptable use

You may not:

try to access accounts, data, code, servers or systems you aren’t authorized to use;
share sign-ins or use someone else’s account or member code;
submit false, misleading, fraudulent, malicious or unlawful information, or someone else’s contact details without permission;
interfere with forms, spam filters, security controls, location checks, calculations, messages or availability;
introduce malware, scrape the site, probe for weaknesses or reverse engineer restricted systems;
use customer, team, job, payment or incident information for an unauthorized purpose; or
copy, publish, sell or exploit website content except as allowed in writing or by law.

We may limit or end access, keep relevant records and take appropriate action if we suspect misuse.

23. Intellectual property

The Room & Road name, logos, KeyRate™ and other trademarks, site and app design, original text, illustrations, photos, forms and other content belong to or are licensed to Room & Road Moving Company, LLC. These Terms give you only a limited, revocable right to use the website and app for their intended purpose.

24. Third-party services

The website and app use services we don’t control, including hosting, mapping, video calls, email, calling and texting, e-signature, payment, analytics, advertising and social platforms. Their own terms, privacy practices and availability apply, and we are not responsible for them.

25. Website availability and disclaimer

The website and app are provided “as available.” We work to keep them accurate and secure but can’t promise uninterrupted access, perfect accuracy, compatibility with every device or freedom from every error. We may correct, change, suspend or discontinue features. Don’t rely on the website as your only way to reach us about something urgent; call or text us. To the extent the law allows, we disclaim implied warranties related only to using the website and app. This does not limit warranties or obligations that can’t lawfully be excluded or that we accept in a signed moving agreement.

26. Limits on website liability

To the extent the law allows, Room & Road and its owners, officers, contractors and providers are not liable for indirect, incidental, special, exemplary, punitive or consequential loss arising only from using, or being unable to use, the website, the app or a third-party integration. Liability for an actual move, property loss, injury, payment or contractor relationship is governed by the signed documents, your valuation choice and the law. Nothing in these Terms limits liability or remedies that can’t lawfully be limited.

27. Indemnification for misuse

To the extent the law allows, you agree to defend, indemnify and hold harmless Room & Road and its owners, officers, contractors and providers from third-party claims, losses and reasonable costs caused by your unlawful use of the website or app, a material breach of these Terms, infringement of someone’s rights, or content you weren’t authorized to provide. This does not apply to the extent a claim results from Room & Road’s own unlawful conduct.

28. Governing law and disputes

These Terms are governed by Georgia law, without regard to conflict-of-law rules. Before starting a dispute, both sides agree to try to resolve it in good faith through written notice and discussion for at least 30 days, unless urgent relief is reasonably needed. Loss, damage and overcharge claims follow the claims process first. Subject to any signed agreement or law, legal proceedings about these Terms must be brought in a court in DeKalb County, Georgia. A signed moving, partner or contractor agreement may contain its own dispute terms, which control within their scope.

29. Suspension and termination

We may suspend or end website or app access when authorization ends, security is at risk, misuse is suspected, or continued access could harm people, property, our systems or legal rights. Terms that by nature should continue (intellectual property, records, disclaimers, limitations, indemnification and dispute terms) survive.

30. Changes, severability and no waiver

We may update these Terms as our services, website, app or the law change. The “Last updated” date above shows the current version. Changes don’t affect a move already covered by your signed documents. Continued use after an update takes effect means you accept it, to the extent the law allows. If a provision can’t be enforced, the rest still applies. Not enforcing a provision is not a waiver.

31. Contact us

Room & Road Moving Company, LLC
235 Ponce De Leon Place, Suite M196
Decatur, Georgia 30030
Questions and customer service: hello@roomandroadmoving.com · Call us · Text us
Claims: claims@roomandroadmoving.com
Website: roomandroadmoving.com