Terms of Service

1. Service Agreement

These Terms of Service ("Terms") govern your use of Hop ("Hop," "we," "us," or "our"), a brand of Dircks Moving Services, Inc. ("Dircks"). By accessing our website or booking a move through Hop, you agree to be bound by these Terms.

Hop provides local residential moving services within the Phoenix metropolitan area, including loading, transport, unloading, furniture disassembly/reassembly, and related services as described during the booking process.

2. Eligibility & Account

You must be at least 18 years of age and legally authorized to enter into a binding agreement to use Hop. By placing a booking, you represent that all information provided is accurate and complete. You are responsible for maintaining the security of your email address and any account credentials.

3. Quotes & Pricing

Hop provides hourly-rate quotes based on the information you supply (home size, inventory, distance, and selected add-ons). Quotes are estimates. The final charge is calculated from the actual time your move takes at the same hourly rate shown in your quote.

Up to two additional stops may be added; however, additional stops will increase the total move time. Additional charges may apply for washer stabilizing kits, specialty items requiring custom handling, garage contents (based on garage size and fullness), and other add-on services selected during the booking process. Furniture disassembly and reassembly is included at no additional cost. All applicable fees are disclosed before you confirm your booking.

4. Booking & Payment

A valid credit or debit card is required to confirm your booking. Hop offers two payment options:

• Prepay option: Pay the estimated total at the time of booking and receive a 5% discount. Final charges are adjusted after move completion based on actual time. If we finish early, you receive a refund for unused time. You may change your move date anytime.
• Card-on-file option: Your card is securely saved at booking with no immediate charge. An authorization hold for the estimated amount is placed 48 hours before your scheduled move. The final charge is captured after move completion based on actual time used. You will review the final time before your card is charged.

All payments are processed securely through Stripe. Hop does not store your full card details on our servers.

5. Cancellation & Rescheduling Policy

Prepay customers: Cancellations made 48 or more hours before your scheduled move are free with a full refund. Rescheduling to a new date is also free when made 48 or more hours before your move. Cancellations made within 48 hours of your move are subject to a $150 fee, deducted from your refund. To cancel or reschedule within 48 hours, contact our team and a representative will assist you.

Card-on-file customers: Cancellations made 48 or more hours before your scheduled move are free. Rescheduling to a new date is also free when made 48 or more hours before your move. Cancellations made within 48 hours of your move may be subject to a $150 fee. To cancel or reschedule within 48 hours, contact our team and a representative will assist you.

Same-day / 24-hour bookings: Moves booked within 24 hours of the scheduled date require full payment at booking and are non-cancellable.

6. Your Responsibilities

As the customer, you agree to:

• Provide accurate information about your move (inventory, addresses, access conditions)
• Ensure clear access to both origin and destination locations on move day
• Identify and disclose specialty or high-value items during the quote process
• Be present or have an authorized representative available on move day
• Secure or remove items not intended for transport

7. Specialty Items & Custom Handling

Certain items require custom handling and may incur additional fees or require a custom quote. These include but are not limited to: pianos, large safes, hot tubs, spas, cold plunges, saunas, pool tables, and adjustable beds (such as Sleep Number beds).

Hot tubs, spas, cold plunges, and saunas must be fully disconnected from water and electrical and completely emptied prior to crew arrival. If the item is not properly disconnected and emptied when our crew arrives, it will not be moved and your quote will not be adjusted.

Front-loading washers require a stabilizing kit to prevent drum damage during transport. Hop offers stabilizing kits as an add-on during the quote process. If you decline the stabilizing kit, Hop is not liable for damage to the washer and dryer during transport.

8. Liability & Valuation Coverage

Dircks Moving Services, Inc. carries comprehensive liability insurance as required by Arizona state regulations for licensed movers. Basic carrier liability provides coverage at $0.60 per pound per article, included at no additional charge. Additional full-value protection options may be available upon request.

Hop is not liable for damage to items that were improperly packed by the customer, pre-existing damage, items of extraordinary value not disclosed prior to the move, or front-loading washers transported without a stabilizing kit when the customer declined the kit. Claims for loss or damage must be submitted in writing within 30 days of the move date.

9. Items We Cannot Transport

For the safety of our crew and your belongings, Hop cannot transport hazardous materials (flammable liquids, explosives, corrosives), perishable food items, live plants, or live animals. If you have questions about a specific item, contact us before your move date.

10. Service Area

Hop serves the greater Phoenix metropolitan area. Service availability is validated by ZIP code during the booking process. Moves outside our standard service area may require a custom quote.

11. Limitation of Liability

To the maximum extent permitted by law, Hop, Dircks Moving Services, Inc., and its affiliates shall not be liable for indirect, incidental, special, consequential, or punitive damages arising from the use of our services. Our total liability for any claim shall not exceed the total amount paid for the specific move giving rise to the claim.

12. SMS Communications (Text Messages)

Description of SMS program and messaging use cases: If you opt in to receive text messages from Hop, a brand of Dircks Moving Services, Inc., you may receive transactional SMS communications related to your move and account. The SMS program includes the following message categories:

• Booking confirmations with your move date, time, and crew details
• Pre-move preparation reminders and checklists
• Day-before reminders with crew dispatch information
• Move-day updates: crew dispatch, arrival notifications, and completion confirmations
• Post-move follow-ups and review requests
• Payment-related notifications, including authorization holds and card-on-file alerts

Opt-in: SMS messaging is optional. You will only receive text messages if you affirmatively check the consent checkbox during the booking process or on our SMS opt-in page at hopmove.com/text-updates. Consent is not a condition of purchasing Hop services.

Instructions to opt-out (Text STOP): To stop receiving text messages, reply STOP to any message you receive from us. After replying STOP, you will receive one final confirmation message and no further texts. You may also email dash@hopmove.com to update your communication preferences.

Help: Reply HELP to any text message to receive contact information for Hop customer support, or call us at (602) 905-1505. You may also email dash@hopmove.com.

Message frequency: Typical message frequency is 2 to 5 messages per booking, depending on the services you selected.

Costs: Message and data rates may apply depending on your mobile carrier and plan. Hop does not charge for sending text messages.

No sharing of SMS opt-in data: No mobile information will be shared with third parties or affiliates for marketing or promotional purposes. Text messaging originator opt-in data and consent will not be shared with any third parties. We do not sell, rent, or share your phone number, SMS opt-in consent, or any related SMS information for marketing purposes. Your phone number is processed by our SMS delivery infrastructure only as strictly necessary to deliver the messages you have opted into.

Carrier liability: Mobile carriers (including AT&T, T-Mobile, Verizon, and others) are not liable for delayed or undelivered messages.

Privacy: Your SMS opt-in data, phone number, and consent are handled in accordance with our Privacy Policy.

13. Governing Law

These Terms shall be governed by and construed in accordance with the laws of the State of Arizona, without regard to its conflict-of-law provisions.

14. Venue

Any action arising out of or relating to these Terms or the Services shall be brought exclusively in the state or federal courts located in Maricopa County, Arizona, and the parties consent to the personal jurisdiction of such courts.

15. Severability

If any provision of these Terms is held invalid or unenforceable by a court of competent jurisdiction, the remaining provisions shall continue in full force and effect.

16. Entire Agreement

These Terms constitute the entire agreement between you and Hop concerning the Services and supersede all prior or contemporaneous agreements, communications, and understandings, whether oral or written.

17. Notices

Any notice required under these Terms shall be in writing and delivered to Hop at dash@hopmove.com, with a courtesy copy by mail to 4340 W Mohave St, Phoenix, AZ 85043. Notices to you shall be delivered to the email address you provided during booking.

18. Assignment

You may not assign these Terms or any rights or obligations hereunder without Hop's prior written consent. Hop may assign these Terms freely, including in connection with a merger, acquisition, or sale of assets.

19. Changes to These Terms

We may update these Terms from time to time. Changes will be posted on this page with an updated "Last updated" date. Your continued use of Hop after changes are posted constitutes acceptance of the revised Terms.

20. Contact

For questions about these Terms, contact Hop, a brand of Dircks Moving Services, Inc., at dash@hopmove.com.