Estimates are prepared using the information available at the time of quoting, including inventory, locations, access conditions, requested services, staffing requirements, travel, and anticipated project duration. Unless expressly identified as a fixed-price agreement, an estimate is not a guarantee of the final invoice amount. Additional inventory, packing requirements, stairs, elevators, extended carries, difficult access, additional stops, specialty handling, waiting time, additional personnel, travel requirements, or other changes in scope may result in additional charges. Estimates are valid for 30 days unless otherwise stated.
A scheduled service date is considered secured after acceptance of the estimate and receipt of any required deposit. Deposits are applied toward the final balance of the project. Gentle Journey LTD reserves crews, vehicles, equipment, and operational capacity specifically for confirmed projects.
Cancellations made within 72 hours of the scheduled move or service date will result in the deposit becoming non-refundable. Cancellations made more than 72 hours in advance may be eligible for rescheduling or partial refund consideration, subject to the specific terms of the estimate. Rescheduling is subject to crew, vehicle, and equipment availability. Changes requested within 48 hours may be treated as a cancellation and may require a new deposit.
Final payment is due according to the terms stated on the estimate or invoice. Charges may include labor, trucks, mileage, travel time, packing materials, specialty handling, additional personnel, storage or truck-hold services, disposal expenses, waiting time, after-hours service, and other services authorized or reasonably required to complete the agreed scope. Clients are responsible for charges resulting from approved additions or material changes to the project.
Gentle Journey LTD is committed to careful, professional handling of client property.
Our crews use appropriate moving equipment and protection practices based upon the project, property, access conditions, and services purchased. Moving inherently involves physical handling, transportation, loading, unloading, and environmental exposure. Certain items or conditions may carry risks that cannot reasonably be eliminated.
Gentle Journey LTD is not responsible for deterioration or damage resulting solely from pre-existing defects or conditions that were not caused by our services. Examples may include weakened furniture, loose joints, prior repairs, cracked components, deteriorated particleboard, existing scratches, damaged veneers, compromised flooring, unstable fixtures, or structural deficiencies. When practical, significant pre-existing conditions may be documented or discussed with the client before handling.
Gentle Journey LTD cannot inspect or verify the internal condition, packing method, protective materials, or structural integrity of containers packed by a client or third party.
Responsibility for concealed damage involving owner-packed property may therefore be limited to the extent permitted by applicable law and the governing service or transportation agreement. Clients are encouraged to use appropriate packing materials or request professional packing services for fragile or valuable property.
Clients must disclose unusually fragile, valuable, over-sized, extremely heavy, irreplaceable, or specialty property before service whenever reasonably possible. Examples may include fine art, antiques, collectibles, marble or stone furnishings, over-sized mirrors, safes, specialty equipment, designer furnishings, sensitive electronics, or other property requiring extraordinary handling. Gentle Journey LTD may require additional personnel, equipment, preparation, documentation, specialized handling charges, or a separate acknowledgment before transporting certain items.
Clients should personally retain cash, jewelry, medications, passports, financial documents, legal documents, keys, identification, digital storage devices containing critical information, sentimental heirlooms, and other irreplaceable personal property whenever practical. Such items should not be packed into ordinary moving cartons without prior disclosure and appropriate arrangements.
Clients are responsible for providing reasonably safe and adequate access to pickup and delivery locations. Extremely narrow stairways, confined entrances, steep approaches, restricted parking, inadequate clearance, unfinished surfaces, fragile flooring, or other unusual access conditions may increase the risk of incidental contact or require additional protection, personnel, equipment, or charges. Gentle Journey LTD may decline to move an item through an access point when doing so would create an unreasonable risk of injury or property damage.
When requested and reasonably within the crew's capabilities, Gentle Journey LTD may perform basic furniture disassembly and reassembly. Some furniture may contain concealed fasteners, weakened components, manufacturer-specific hardware, prior modifications, or materials not designed for repeated disassembly. Specialized installation, carpentry, electrical, plumbing, mechanical, or licensed trade work is not included unless expressly agreed upon.
Clients should arrange for appliances and specialty equipment to be properly disconnected, prepared, and serviced when professional or licensed work is required.
Gentle Journey LTD does not guarantee the operational condition of appliances, electronics, mechanical devices, or equipment after transportation when no visible physical damage occurred during the move.
Arrival and completion times are estimates unless expressly guaranteed in writing. Traffic, weather, roadway conditions, previous project delays, building restrictions, elevator availability, mechanical issues, emergencies, and other circumstances outside Gentle Journey LTD's reasonable control may affect scheduling. We will make reasonable efforts to communicate material delays.
Crew and equipment time may remain billable when work is delayed by circumstances outside Gentle Journey LTD's reasonable control. Examples include unavailable property access, elevator delays, building restrictions, loading-dock availability, client readiness, incomplete closings, or waiting for authorized representatives.
Gentle Journey LTD may pause, modify, or discontinue work when conditions reasonably present a safety risk to employees, clients, property, vehicles, equipment, or the public. Services involving hazardous, unlawful, contaminated, unstable, or otherwise unsafe property may be declined.
Moving and relocation services involve changing environments, physical handling, transportation, building access, weather, traffic, equipment use, property conditions, and human activity. As a result, not every circumstance can be predicted or controlled in advance. Clients acknowledge that unexpected conditions may arise during a move, including concealed defects, unstable furniture, narrow or restricted access, changing weather, roadway conditions, elevator or building delays, shifting loads, equipment limitations, third-party interference, or other unforeseen circumstances. Gentle Journey LTD will use reasonable professional care and judgment to adapt to changing conditions, protect people and property, and complete the work safely and efficiently. Gentle Journey LTD is not responsible for loss, damage, delay, or injury caused solely by conditions outside its reasonable control or by risks that could not reasonably have been identified or prevented through ordinary professional care, except where liability cannot lawfully be limited. When unforeseen conditions materially change the scope, time, staffing, equipment, access requirements, or safety of the project, Gentle Journey LTD may modify the work plan, pause service, require additional resources, or adjust pricing as reasonably necessary.
For safety and efficiency, clients and other non-Gentle Journey personnel should remain clear of active moving and loading operations. Clients are encouraged to allow our moving professionals to perform the lifting, carrying, loading, unloading, furniture handling, and equipment operation associated with the move. If a client, family member, friend, contractor, or other third party voluntarily chooses to participate in moving activities, handle property, lift or carry items, enter active loading areas, or otherwise assist with the project, they do so at their own risk. Gentle Journey LTD is not responsible for injuries, strains, falls, collisions, property damage, or other losses caused by or arising from the independent actions, handling, lifting techniques, instructions, or participation of a client or other non-Gentle Journey personnel, except to the extent liability cannot lawfully be excluded. Clients must not operate Gentle Journey vehicles, lift-gates, ramps, dollies, powered equipment, or other company equipment unless expressly authorized by Gentle Journey LTD. Gentle Journey LTD may direct clients or third parties to remain clear of active work areas when reasonably necessary for safety and may pause work if unauthorized participation creates an unsafe condition.
Gentle Arrival™ is a premium move-in and home setup service intended to help clients transition from delivery into a more functional and comfortable living environment. Services may include furniture placement, bed setup, essential unpacking, wardrobe and kitchen organization, removal of packing debris, and other approved move-in assistance.
Gentle Arrival™ does not include licensed electrical, plumbing, construction, medical, or other professional trade services unless separately arranged with qualified providers.
Gentle Journey LTD may transport approved property to charitable organizations, recycling centers, disposal facilities, or other authorized destinations. Acceptance of donated items is determined by the receiving organization and cannot be guaranteed.
Donation receipts, when available, are issued by the receiving organization. Gentle Journey LTD does not determine or represent the tax-deductible value of donated property. Disposal, transfer-station, landfill, recycling, specialty-item, and third-party facility fees may be additional.
Property may remain aboard a Gentle Journey vehicle overnight when specifically arranged as part of the project. Availability depends upon vehicle scheduling, project requirements, property characteristics, security considerations, and applicable transportation requirements. Extended or warehouse storage must be separately arranged.
Commercial, hospitality, senior-living, event, and institutional projects may involve unique scheduling, access, staffing, security, staging, or building requirements. Site-specific instructions and agreed scopes of work may supplement these general terms. After-hours, overnight, expedited, restricted-access, or priority scheduling may carry additional charges.
Clients should inspect property following service and notify Gentle Journey LTD promptly of any suspected loss or damage. Claims should be made within 24 hours and must include a description of the item or property involved, the nature of the alleged damage, photographs when available, and any other information reasonably necessary to evaluate the matter. Nothing in this policy eliminates rights or responsibilities established by applicable law or the governing transportation agreement.
Liability for transported property may be governed by applicable federal or state transportation law, selected valuation coverage, bills of lading, service agreements, or other legally required documentation. Where valuation options are required, clients will be provided the applicable selection or documentation. Nothing contained on this website is intended to waive rights that cannot legally be waived or to replace disclosures required by applicable law.
Gentle Journey LTD may photograph or otherwise document furniture, property condition, access areas, loading conditions, specialty items, or other relevant project circumstances before, during, or after service for operational, safety, quality-control, and claims-documentation purposes. Such documentation will be handled in accordance with applicable privacy requirements and Gentle Journey LTD's Privacy Policy.
Gentle Journey LTD will not be responsible for delays or inability to perform caused by circumstances beyond its reasonable control, including severe weather, road closures, natural disasters, government actions, emergencies, widespread utility interruptions, or similar extraordinary events. When practical, reasonable efforts will be made to reschedule affected services.
An approved estimate, quote, work order, bill of lading, valuation selection, signed acknowledgment, or other project-specific agreement may contain additional or more specific terms. Where applicable, those project-specific terms govern the particular service described in that document.
GENTLE JOURNEY LTD
PROFESSIONAL MOVING • SENIOR RELOCATION • COMMERCIAL LOGISTICS
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