Terms and Conditions
Last Updated: May 16, 2024
PLEASE READ THESE TERMS OF USE CAREFULLY. BY ACCESSING, DOWNLOADING, OR USING ANY OF THE SITES AND SERVICES, YOU AGREE TO BECOME BOUND BY THESE TERMS AND CONDITIONS. IF YOU DO NOT AGREE TO ALL THE TERMS AND CONDITIONS, THEN YOU MAY NOT ACCESS AND USE THE SITES AND SERVICES.
These Terms and Conditions for Service Provider provided services ("Terms") govern your use of the website(s) (“Site”), mobile application(s), and other online products and services (collectively, the "Services") provided by A to B Labs, Inc. d/b/a Move AI ("Move AI," "we," or "us"). By accessing or using our Services, you agree to be bound by these Terms and all other terms incorporated by reference. If you do not agree to these Terms in their entirety, you may not use the Services.
1. THE SERVICES
Move AI's Services provide a platform that connects individuals seeking household relocation services ("Customers") with independent service providers offering such services ("Service Providers"). Move AI does not itself provide household relocation services and is not a party to any agreements entered into between Customers and Service Providers. The Services allow Customers to obtain quotes, communicate with, and engage Service Providers for their desired services. Move AI's role is limited to research, planning, and coordination of relocation services. All plans and suggestions provided by Move AI are subject to the Customer's approval. Move AI will not proceed with any step in the process until confirmed by the Customer. If a Customer is unsatisfied with Move AI's work product, they may request changes.
2. MODIFICATIONS OF TERMS OF USE
Move AI may, in its sole discretion, modify these Terms at any time effective upon posting the modified Terms on and in connection with the Sites and Services, with or without additional notice to you. You are responsible for regularly reviewing information posted on the Site and Services to obtain timely notice of such changes. If you do not agree to the amended terms, you agree to immediately stop using the Sites and Services and to provide Move AI notice to remove you from any distribution lists or other communication list that are available to you through your use of the Sites and Services. YOUR CONTINUED USE OF THE SITE AND SERVICES AFTER SUCH POSTING (OR OTHER NOTIFICATION, IF ANY) MEANS YOU ACCEPT AND AGREE TO BE BOUND BY THE MODIFIED TERMS OF USE.
3. ESCROW SERVICES
Move AI utilizes third-party payment processing services to facilitate payments from Customers to Service Providers. When a Customer agrees to engage a Service Provider, the Customer's payment will be held in escrow by Move AI, to be released to the Service Provider upon completion of the agreed upon services. Funds will be released from escrow upon confirmation by the Customer that services have been completed to their satisfaction or two weeks after the scheduled service date if Move AI has not received notice of any dispute from the Customer. In utilizing Move AI's escrow services, you agree to be bound by the terms of service of our third-party payment processor.
4. COMMUNICATIONS MONITORING
By using the Services, you acknowledge and agree that Move AI may monitor and analyze all communications between Customers and Service Providers that occur through the platform, including phone calls and messages placed from the Move AI application. This may include reviews of phone calls, emails, text messages, and other communications. Such monitoring shall be solely for the purposes of providing and improving the Services and shall be conducted in accordance with Move AI's Privacy Policy.
5. PRIVACY
You acknowledge that Move AI will monitor and analyze communications between you and Service Providers that occur through the anonymous email addresses and phone numbers created as part of the Services. You expressly consent to this monitoring and agree that it is necessary for Move AI to ensure the quality and safety of the interactions and to generate objective performance reports. Move AI will comply with all applicable laws and regulations, including wire-tapping laws, in its monitoring of these communications.
6. NOTICE FOR CALIFORNIA USERS
Under California Civil Code Section 1789.3, California web users are entitled to the following specific consumer rights notice: The Services are provided by A to B Labs, Inc., d/b/a Move AI [201 North Union St, Suite 110, Alexandria, VA 22314] If You have any questions, concerns, or complaints regarding the Services, please contact Move AI by contacting [admin@moveai.com] or sending a letter, first class certified mail, to A to B Labs, Inc., d/b/a Move AI [201 North Union St, Suite 110, Alexandria, VA 22314] Attn: Customer Care.California residents may reach the Complaint Assistance Unit of the Division of Consumer Services of the California Department of Consumer Affairs may be contacted in writing at 1625 N. Market Blvd., Suite S-202, Sacramento, California 95834, or by telephone at (916) 445-1254 or (800) 952-5210 or Hearing Impaired at TDD (800) 326-2297 or TDD (916) 322-1700.
7. USE OF THE SITE AND SERVICES
Subject to full compliance with these Terms, Move AI grants authorized users a non-exclusive, non-transferable, non-sublicensable, terminable license to access and use the Sites and Services for your personal use. You agree to not access, reproduce, duplicate, copy, sell, re-sell, modify, distribute, transmit, or otherwise exploit the Sites or Services or any of their content for any purpose except for your personal use and as described in these Terms, without the express written consent of Move AI. Move AI may modify, update, suspend or discontinue the Sites and Services, in whole or in part, at our sole discretion for any or no reason, at any time and with or without notice. Move AI shall not be liable to any user or other third party for any such modification, update, suspension or discontinuance.
You acknowledge and agree that as part of the Services, Move AI creates anonymous email addresses and phone numbers to facilitate and protect the privacy of communications between you and Service Providers. By using the Services, you understand and agree that Move AI can access, monitor, and analyze all text messages, voice communications, and other interactions between you and Service Providers that occur through these anonymous channels. This monitoring allows Move AI to ensure the quality and safety of the interactions and to generate objective performance reports based on the observed interactions. You expressly grant Move AI permission to access and monitor these communications as part of the Services.
8. DELAYS AND ACCESSIBILITY
The Sites and Services may be subject to limitations, delays, failure, and other problems inherent in the use of the Internet and electronic communications. Move AI is not responsible for any delays, failures or other damage resulting from such problems.
9. REGISTRATION INFORMATION
We may require that you create an account to use or access certain parts of the Sites and Services and use certain products and features. We may require that you provide login information such as a phone number, or username and password to access and utilize your account. As a condition of your use of the Sites and Service, you agree to (a) provide Move AI with true, accurate, current and complete information as prompted by the Move AI’s registration forms, when registering for or using the Sites and Services and (b) update and maintain the truthfulness, accuracy and completeness of such information. You are responsible for maintaining the confidentiality of any password or other account information not generally available to others and are fully responsible for all activities that occur under your username and password. While there are limited, legitimate reasons for creating multiple accounts, creating serial or overlapping accounts may result in account termination. Please contact us if you have questions about managing multiple accounts.
10. RELATIONSHIP WITH SERVICE PROVIDERS
Move AI is not a party to any agreements entered into between Customers and Service Providers and is not an agent of either party. Service Providers are independent contractors and not employees, partners, agents, joint venturers, or franchisees of Move AI. Move AI does not control or direct the Service Providers' performance of services. Customers and Service Providers are solely responsible for negotiating the terms and conditions of their engagements, including but not limited to scope of work, payment terms, and cancellation policies.
11. PAYMENT TERMS
Customer payments are processed through a third-party payment processor. By making a payment through the Services, you authorize Move AI, through its third-party payment processor, to charge your selected payment method. You agree to pay all charges incurred by you or on your behalf through the Services, at the prices in effect when such charges are incurred. In the event a Service Provider cancels a scheduled service, payments held in escrow shall be returned to the Customer. Move AI will not refund any payments except in accordance with the Service Provider's own refund policy. In addition to fees paid for Service Providers, Move AI charges a fee to You in connection with accessing the Services. The Services may be canceled for a full refund up until a request for a vendor quote is made by You.
Funding the Escrow Account
Customers are required to fund an escrow account controlled by Move AI via a debit transfer two days prior to the scheduled move date to ensure all funds are cleared and available. This provides sufficient time to secure the necessary resources and personnel for the move. If funds are not deposited two days prior to the move, MoveAI offers an unannounced 48-hour grace period during which the Customer can still transfer the funds without penalty. If funds are still not received within this period, MoveAI reserves the right to charge the Customer's credit card for the full amount due, including any applicable cancellation fees charged by Service Providers due to late cancellation.
Payment Release
The Service Providers scope of work is considered complete when the Customer confirms that all services have been rendered satisfactorily. A unique confirmation code, provided to the Customer on the day of the move, must be given to the Service Provider as proof of job completion. If the Customer does not provide the confirmation code immediately post-service, the funds will be automatically released to the Service Provider after 48 hours unless a dispute is filed by the Customer.
Cancellation and Refunds
Customers may cancel the relocation services up to 48 hours before the scheduled move without incurring any fees. Cancellations made after this point may be subject to Service Provider cancellation fees, which will be deducted from the refunded amount. If a Service Provider fails to perform the agreed-upon services or significantly underperforms, the Customer is entitled to a refund. This refund will be processed after review and confirmation of the claim by MoveAI. In the case of an overpayment or billing error, the excess amount will be automatically refunded to the Customer's original payment method within five business days of acknowledgment of the error.
Regulatory Compliance and Data Protection
All escrow transactions will comply with applicable financial regulations and data protection laws to ensure security and legal integrity. Financial data and personal information are strictly confidential and will not be shared with third parties without explicit consent, except as required by law.
Dispute Resolution
In the event of a dispute, funds will be held in escrow until the dispute is resolved. MoveAI will facilitate a resolution process as set forth herein below, involving both parties and an impartial mediator if necessary.
12. INTELLECTUAL PROPERTY
The Services and all content and materials included on the Services, such as text, graphics, logos, button icons, images, audio clips, and software, are the property of Move AI or its licensors and are protected under both United States and foreign intellectual property laws. You are granted a limited, non-exclusive, non-sublicensable, non-transferable license to access and use the Services for their intended purposes. You shall not use the Services in any manner that infringes Move AI's or any third party's intellectual property or proprietary rights.
13. PROHIBITED CONDUCT
In your use of the Services, you agree not to:a) Use the Services for any unlawful purpose or in violation of any applicable law;b) Upload or transmit any content that infringes upon or violates the rights of any third party;c) Use the Services to transmit any spam, junk mail, or other unsolicited communications;d) Impersonate any person or entity or misrepresent your affiliation with a person or entity;e) Interfere with or attempt to interrupt the proper operation of the Services through the use of any virus, device, information collection or transmission mechanism, software or routine, or access or attempt to gain access to any data, files, or passwords through hacking, password or data mining, or any other means; f) Harass, threaten, or intentionally embarrass or cause distress to another user of the Services;g) Decompile, reverse engineer, or disassemble any software or other products or processes accessible through the Services, or otherwise tamper with the Services.
14. SERVICE PROVIDER VETTING PROCESS
Move AI ensures Service Providers are licensed with a USDOT number and an MC number and are licensed by the US Department of Transportation. We have written agreements with every Service Provider on our platform. We only allow Service Providers who have demonstrated high ratings on external third-party sites like Yelp, BBB, Google, TrustPilot, etc. to join our platform.
15. SERVICE PROVIDER TERMS AND CONDITIONS
After a Customer books a Service Provider through our Services, they will be bound by the terms and conditions of the Service Provider. These will be clearly spelled out in the contract signed between the Customer and Service Provider. Move AI must abide by this contract in determining whether to release funds from escrow.
16. LIABILITY DISCLAIMERS
Move AI is not a referral, matching, or placement service and does not provide, refer, place, offer or seek to obtain employment or engagements for any Service Providers. Move AI provides the Services as a platform for Customers to connect with Service Providers, however, Move AI itself provides no household relocation services. Any agreements entered into between Customers and Service Providers are solely between those parties and Move AI shall not be a party to, or have any liability arising from or related to, such agreements.
LIMITATIONS OF LIABILITY APPLY TO THE FULLEST EXTENT PERMITTED BY APPLICABLE LAW.
TO THE FULLEST EXTENT PERMITTED BY APPLICABLE LAW, MOVE AI DISCLAIMS ALL WARRANTIES, EITHER EXPRESS OR IMPLIED, STATUTORY OR OTHERWISE, INCLUDING BUT NOT LIMITED TO THE IMPLIED WARRANTIES OF MERCHANTABILITY, NON-INFRINGEMENT, AND FITNESS FOR PARTICULAR PURPOSE.
THE SERVICES ARE PROVIDED ON AN AS-IS AND AS-AVAILABLE BASIS. MOVE AI DOES NOT WARRANT THAT THE SERVICES WILL BE UNINTERRUPTED, ERROR-FREE, OR FREE OF VIRUSES OR OTHER MALICIOUS CODE. MOVE AI MAKES NO WARRANTIES OR REPRESENTATIONS ABOUT THE ACCURACY, RELIABILITY, COMPLETENESS, OR TIMELINESS OF THE CONTENT MADE AVAILABLE THROUGH THE SERVICES, OR THE SERVICES THEMSELVES.
MOVE AI SPECIFICALLY DISCLAIMS ALL LIABILITY FOR ANY ACTIONS OF OR SERVICES PROVIDED BY SERVICE PROVIDERS. MOVE AI DOES NOT CONTROL OR DIRECT THE PERFORMANCE OF SERVICES BY SERVICE PROVIDERS AND DISCLAIMS ALL LIABILITY FOR CLAIMS ARISING FROM OR RELATED TO SUCH SERVICES. ANY DISPUTES REGARDING SERVICES PROVIDED BY SERVICE PROVIDERS MUST BE RESOLVED DIRECTLY BETWEEN THE CUSTOMER AND THE SERVICE PROVIDER.
17. LIMITATION OF LIABILITYNEITHER MOVE AI NOR ANY OTHER PARTY INVOLVED IN CREATING, PRODUCING, OR DELIVERING THE SERVICES WILL BE LIABLE FOR ANY INCIDENTAL, SPECIAL, EXEMPLARY OR CONSEQUENTIAL DAMAGES, INCLUDING LOST PROFITS, LOSS OF DATA OR GOODWILL, SERVICE INTERRUPTION, COMPUTER DAMAGE OR SYSTEM FAILURE OR THE COST OF SUBSTITUTE SERVICES ARISING OUT OF OR IN CONNECTION WITH THESE TERMS OR FROM THE USE OF OR INABILITY TO USE THE SERVICES, WHETHER BASED ON WARRANTY, CONTRACT, TORT (INCLUDING NEGLIGENCE), PRODUCT LIABILITY OR ANY OTHER LEGAL THEORY, AND WHETHER OR NOT MOVE AI HAS BEEN INFORMED OF THE POSSIBILITY OF SUCH DAMAGE, EVEN IF A LIMITED REMEDY SET FORTH HEREIN IS FOUND TO HAVE FAILED OF ITS ESSENTIAL PURPOSE.
IN NO EVENT WILL MOVE AI'S AGGREGATE LIABILITY ARISING OUT OF OR IN CONNECTION WITH THESE TERMS OR FROM THE USE OF OR INABILITY TO USE THE SERVICES EXCEED THE AMOUNTS PAID BY YOU TO MOVE AI FOR USE OF THE SERVICES IN THE SIX (6) MONTHS PRECEDING THE EVENT GIVING RISE TO THE LIABILITY. THE LIMITATIONS OF DAMAGES SET FORTH ABOVE ARE FUNDAMENTAL ELEMENTS OF THE BASIS OF THE AGREEMENT BETWEEN MOVE AI AND YOU.
18. INDEMNIFICATION
You agree to indemnify, defend, and hold harmless Move AI, its affiliates, officers, directors, employees, agents, licensors, and suppliers from and against any claims, actions, demands, liabilities, and settlements including, without limitation, reasonable legal and accounting fees, resulting from, or alleged to result from, your use of the Services in a manner that violates or is alleged to violate these Terms or your agreement(s) with any Service Provider(s). Move AI shall have the right, at its own expense, to assume exclusive defense and control of any matter subject to indemnification by you, and you shall not settle any such claim or matter without the written consent of Move AI.
19. DISPUTE RESOLUTION & ARBITRATION AGREEMENT
If a dispute arises between a Customer and a Service Provider, the parties agree to follow the Dispute Resolution Process outlined below before proceeding to binding arbitration:
Step 1: Initiation of Dispute
Filing a Dispute: Customers who are dissatisfied with the services provided must file a dispute form available on the MoveAI platform within 48 hours of the scheduled move completion. The dispute form should detail the nature of the complaint and any supporting evidence (e.g., photos, communication logs).
Step 2: Initial Review- Acknowledgement
MoveAI's customer service team will acknowledge receipt of the dispute within 24 hours and provide a reference number for tracking purposes.- Preliminary Assessment: The customer service team will perform a preliminary assessment to understand the basis of the dispute and attempt an immediate resolution if possible.
Step 3: Mediation- Mediation Session
If the dispute cannot be resolved in the initial review, a mediation session will be scheduled within 5 business days. This session will involve the customer, a representative from the vendor's side, and a MoveAI mediator.- Mediator Role: The mediator will facilitate the discussion, aiming to help both parties reach a mutual agreement. The mediator will not make decisions but will guide the discussion to be constructive and fair.
Step 4: Formal Investigation
Gathering Information: If mediation fails, MoveAI will conduct a formal investigation, collecting detailed information from both parties, including service logs, communications, and any contractual agreements.- Analysis: The information will be reviewed by a designated dispute resolution team, which will analyze all details impartially to determine the validity of the claims.
Step 5: CEO Review- Submission to CEO
If the dispute resolution team finds that the issue remains unresolved or if either party disagrees with the team's recommendations, the case will be escalated to the CEO of MoveAI.- Final Decision: The CEO will review the case, considering the recommendations of the dispute resolution team and the interests of all parties. The CEO's decision will be considered final and binding on all parties involved.
Step 6: Resolution and Follow-Up- Communication of Decision
The final decision will be communicated to both the customer and the vendor within 3 business days of the CEO's review.- Implementation: Appropriate actions, such as the release of funds from escrow or issuance of refunds, will be implemented immediately following the decision.- Feedback and Improvement: MoveAI will solicit feedback from the parties involved and review the dispute resolution process regularly to improve efficacy and fairness.
If a dispute arises between you and Move AI, our goal is to resolve it quickly and cost-effectively. Accordingly, you and Move AI agree to resolve any claim, dispute, or controversy that arises out of or relates to your use of the Services or these Terms by binding arbitration. This agreement to arbitrate is intended to be broadly interpreted, including, without limitation:- claims arising out of or relating to any aspect of the relationship between us, whether based in contract, tort, statute, fraud, misrepresentation, or any other legal theory;- claims that arose before these Terms or any prior agreement (including, but not limited to, claims related to advertising);- claims that are currently the subject of purported class action litigation in which you are not a member of a certified class; and- claims that may arise after the termination of your use of the Services.
The arbitration will be conducted by the American Arbitration Association (AAA) under its rules, including the AAA's Supplementary Procedures for Consumer-Related Disputes. Payment of all filing, administration and arbitrator fees will be governed by the AAA's rules. The arbitration shall be conducted in the English language by a single independent and neutral arbitrator. For any hearing conducted in person as part of the arbitration, you agree that the hearing will be conducted in Wilmington, Delaware or the city within the United States in which you reside.
You and Move AI agree that each may bring claims against the other only in an individual capacity, and not as a plaintiff or class member in any purported class or representative proceeding. Unless both you and Move AI agree otherwise, the arbitrator may not consolidate more than one person's claims and may not otherwise preside over any form of a representative or class proceeding.
Notwithstanding the foregoing, either party may bring an action in small claims court or seek injunctive or other equitable relief in a court of competent jurisdiction in Wilmington, Delaware or the city within the United States in which you reside.
20. GOVERNING LAW
These Terms are governed by and will be construed under the laws of the State of Delaware, without regard to the conflicts of laws provisions thereof.
21. ENTIRE AGREEMENT
These Terms constitute the entire and exclusive understanding and agreement between Move AI and you regarding the Services, and these Terms supersede and replace any and all prior oral or written understandings or agreements between Move AI and you regarding the Services. No advice or information, whether oral or written, obtained by you from Move AI or through or from the Services shall create any warranty not expressly stated in these Terms.
22. CONTACT
If you have any questions about these Terms, please contact Move AI at:
[admin@moveai.com]
A to B Labs, Inc., d/b/a Move AI
[201 North Union St, Suite 110, Alexandria, VA 22314]