Important Draft Status
1. Scope
This policy applies to reports involving a missing inventoried item, alleged theft, item damage, damage to premises, personal injury, payment dispute, receiving refusal, or other service incident. It supplements the Terms, Customer Agreement, Mover Agreement, Partner Agreement, insurance documents, and any legally required carrier claim process.
2. Immediate Safety and Theft Actions
- For an emergency or immediate danger, contact emergency services first.
- For suspected theft, preserve video, photographs, messages, serial numbers, access logs, and witness information and promptly contact the appropriate law-enforcement agency.
- Do not confront a person or place anyone at risk to obtain evidence.
- Notify GiveGo as soon as reasonably possible so relevant accounts, routes, photos, and logs can be preserved.
3. Recommended Notice and Mandatory Deadlines
GiveGo recommends reporting visible damage or a missing item within seven calendar days after delivery or scheduled completion and reporting an alleged theft immediately. This recommended notice helps preserve evidence; it does not shorten or waive a longer claim period, carrier claim period, insurance period, payment-network right, or other deadline that cannot lawfully be shortened.
The claimant is responsible for complying with all legally applicable formal notice, filing, documentation, and limitation periods.
4. Required Claim Information
- Claimant name, contact information, booking number, and date discovered.
- Claim type and a detailed factual description of what occurred.
- The specific item and whether it appeared in the accepted booking inventory.
- Pickup, condition, loaded, delivery, and premises photographs or video.
- Proof of ownership and value, such as receipts, comparable replacement information, serial numbers, repair estimates, or appraisals where appropriate.
- Witness information, communications, receiving records, and any police or incident report requested for an alleged theft or criminal act.
- A truthful certification that the claim and evidence are complete and accurate to the claimant's knowledge.
5. Inventory and Undisclosed Contents
The booking inventory, customer confirmation, and pickup photographs are primary evidence of what was knowingly accepted. A claim involving property allegedly hidden in a drawer, pocket, cabinet, box, appliance, or other item may be denied to the maximum extent permitted by law when the property was not disclosed, inventoried, photographed, or knowingly accepted.
6. Investigation
GiveGo may preserve records, interview parties, request additional evidence, inspect an item or premises, obtain a Mover or partner statement, compare timestamps and GPS events, notify an insurer, suspend access, refer a claim to the responsible provider, or cooperate with regulators and law enforcement. A request for evidence is not an admission of liability.
7. Fraud and Evidence Integrity
Altering photographs, inventing inventory, inflating value, concealing material facts, submitting duplicate recovery requests, or making a knowingly false theft report may result in denial, account action, recovery of costs, insurer notification, or referral to law enforcement. GiveGo may retain evidence needed to investigate suspected fraud.
8. Resolution and Responsible Party
A claim may be resolved, denied, referred to a Mover, carrier, receiving organization, insurer, payment processor, or law-enforcement agency, or held for more evidence. Any payment, repair, replacement, credit, refund, or settlement depends on the facts, applicable law, contract role, valuation selection, insurance, and responsible party.
9. Carrier and Consumer Law
If the service is legally regulated as household-goods or motor-carrier transportation, required bills of lading, estimates, valuation choices, cargo liability, formal claims procedures, and statutory timeframes control. Nothing in this policy substitutes for a required carrier claim or limits a right that cannot be waived.
Nothing in this document waives, limits, disclaims, shortens, or transfers any right, remedy, liability, insurance obligation, valuation option, claim period, disclosure, licensing requirement, or consumer protection that cannot lawfully be waived under applicable federal, state, territorial, tribal, provincial, national, or local law. If a provision conflicts with mandatory law, the mandatory law controls and the provision will be enforced only to the maximum lawful extent.