Protection Plans

Item Rules

Communications Policy

Protection Plans

Limited Security Warranty Policy

Standard Pricing

Protection Plans

Last Updated: Mar. 25th, 2024

This is an extension of the MYLO Terms of Use. This document outlines the Protection Plans available to MYLO customers. If you booked a shipment with MYLO prior to the introduction of these plans, you are covered under the same terms applicable when you accepted the Terms of Use and the Limited Security Warranty incorporated therein. MYLO reserves the right to change the Protection Plans for new customers, or to offer promotional pricing to any customers at any time.

REMEMBER: The best way to protect your items against being damaged during the provision of the Services is to properly pack them.

MYLO currently offers three levels of protection against items being damaged. You must select your Protection Plan before your first appointment starts; after that point, you will not be able to upgrade your plan to one that offers more protection. The three levels are Basic (also referenced as Standard), Silver, and Gold, as defined below.

Eligible Items

ALL PROTECTION PLANS, OTHER THAN THE MINIMUM (“Basic” or “Standard”), ONLY COVER ELIGIBLE ITEMS. IF YOU ELECT A PLAN OTHER THAN BASIC, IT WILL ONLY APPLY TO ELIGIBLE ITEMS.

For an Item to qualify as an Eligible Item, it must meet ALL of the following three criteria:

The Item cannot be a Fragile Item, Valuable Document, or a Prohibited Item, as such terms are defined in the Item Rules;
The Item must be packed and fully inventoried at origin by a MYLO Service Provider or Carrier, not by the owner of the Item or a third party;
The Item must be inventoried as part of the Property Protection Inventory for the purchased Protection Plan with both a declared value and a photograph of the Item in the condition it was in before it was packed, wrapped, padded, or prepared for transport.

For an Item of Exceptional Value, as such term is defined in the Item Rules, to qualify as an Eligible Item, it must must also meet the following two criteria (in addition to the three criteria above):

The Item must be readily replaceable and cannot derive its Exceptional Value from its uniqueness, rarity, historical significance, or sentimental value;
The Item must have its declared value accurately declared by you, and that value must be less than the limit of your Protection Plan. MYLO reserves the right to refuse to store any item we determine (at our sole discretion) has a stated value or a declared value that is incorrect.

To be clear, an Item that is packed by the owner of the Item is not an Eligible Item, regardless of whether the Item is packed using materials that are provided or purchased from MYLO.

THE AMOUNT OF MYLO’S LIABILITY TO YOU WHEN SOMETHING IS LOST OR DAMAGED IS LIMITED BY THE PROTECTION PLAN YOU SELECT. IN NO EVENT SHALL MYLO BE LIABLE FOR ANY DIRECT DAMAGES IN EXCESS OF THE DECLARED VALUE OF THE ITEM SPECIFIED UNDER YOUR PROTECTION PLAN. REGARDLESS OF YOUR CHOICE OF PROTECTION PLAN, MYLO DISCLAIMS ALL LIABILITY FOR CERTAIN DAMAGES, DEFECTS, OR OTHER CLAIMS RELATED TO FRAGILE, SPECIAL, AND VALUABLE ITEMS, AS DEFINED IN THE ITEM RULES. MYLO WILL NOT BE LIABLE FOR ANY LOSS OR DAMAGE TO GOODS TENDERED, STORED OR HANDLED HOWEVER CAUSED UNLESS SUCH LOSS OR DAMAGE RESULTED FROM THE FAILURE OF MYLO TO EXERCISE SUCH CARE IN REGARD TO THEM AS A REASONABLY CAREFUL PERSON WOULD EXERCISE UNDER LIKE CIRCUMSTANCES, AND THE STORAGE FACILITY IS NOT LIABLE FOR DAMAGES WHICH COULD NOT HAVE BEEN AVOIDED BY THE EXERCISE OF SUCH CARE.

Basic:This plan is provided at no additional cost. Basic Protection offers limited coverage of $1.00 (one dollar) per pound, per item, with a maximum of $2,000 per shipment. Reimbursement is based on item weight, not replacement value. Because coverage is minimal, we recommend upgrading to a purchased plan if you want greater protection.

Silver Protection: The Silver Protection plan provides up to $1,500 total reimbursement for eligible items that are lost or damaged. Coverage is based on either the declared value or the cost to repair the item, whichever is less. The cost of the Silver Protection plan is $15 per month for storage tenants or a single payment of $150 for protection during non-recurring moving or labor services.

Gold Protection: The Gold Protection plan provides up to $2,500 total reimbursement for eligible items that are lost or damaged. Coverage is based on either the declared value or the cost to repair the item, whichever is less. The cost of the Gold Protection plan is $20 per month for storage tenants or a single payment of $200 for protection during non-recurring moving or labor services.

All purchased protection plans include a deductible. Silver and Gold Plans include a flat $100 (one hundred dollar) deductible. Full Value Protection (FVP) plans include a deductible that varies by the option you select ($0, $250, or $500). The deductible is the portion you must pay out of pocket before your protection plan will contribute or reimburse you for loss or damage to Eligible Items.

If you have purchased a plan other than the Basic and you cancel that plan or fail to make your payments, your plan will immediately revert to the Basic plan. If your plan reverts to Basic because you have missed payments, you can restore your previous plan by resuming your payments and paying any outstanding invoices, however, only the Basic Plan will apply to any loss or damage occurring before you resumed payments.

The reimbursement amounts in our Silver and Gold plans are lifetime maximums. If you reach the maximum, you will no longer be charged for the Silver or Gold plan and will revert to our Basic Protection Plan. On a case-by-case basis, MYLO may be able to replenish the available maximum on your protection plan. To request consideration, please contact our Customer Solutions Team.

If you move or store Items with MYLO that are worth more than the amount reflected in your Protection Plan, either individually or in the aggregate, you do so at your own risk. As noted above, MYLO reserves the right to determine (in our sole discretion) to refuse to move or store any item. We strongly recommend that you purchase insurance from a third party to directly cover your items with MYLO, as more economical coverage may be available from insurers. You may want to consult any existing insurance policies you already have (such as a homeowner’s or renter’s policy), as some policies cover items stored with MYLO. If you pay for MYLO using certain credit cards, you may also be entitled to supplemental benefits from insurance or other protection programs from your credit card company.

Basic, Silver, and Gold are MYLO’s internal protection plans designed for local moving, labor, and storage services. For interstate household goods shipments, federal law requires MYLO to also offer a separate Full Value Protection (FVP) plan, which provides replacement value coverage at a minimum of $6.00 per pound or $6,000 per shipment, whichever is greater.

Full Value Protection (FVP) (Interstate Shipments Only): FVP is required by federal law for interstate household goods shipments and is available at not less than $6.00 per pound or $6,000 per shipment, whichever is greater. You may declare a higher value if desired. The cost of FVP is based on your total declared value, as follows:

$0 deductible option: $12 per $1,000 of declared value
$250 deductible option: $10 per $1,000 of declared value
$500 deductible option: $8 per $1,000 of declared value

(Example: a 10,000 lb. shipment requires a minimum declared value of $60,000. With a $500 deductible, the cost would be $480.)

FVP is available up to a maximum declared value of $100,000 per shipment. If you require coverage above this amount, you must obtain additional protection through a third-party insurance provider.

FVP applies only to eligible household goods included on your shipping inventory and will be documented on your bill of lading. It is not available for local or intrastate moves, where MYLO’s Basic, Silver, or Gold protection plans apply instead.

For interstate moves subject to federal household goods regulations, MYLO will also offer Full Value Protection as required by law. Under this option, MYLO is liable for the replacement value of your belongings if they are lost or damaged, with a declared shipment value of at least $6.00 per pound or $6,000, whichever is greater. You may declare a higher value if desired.

The cost of FVP is based on your total declared value. For example:

$0 deductible option: $12 per $1,000 of declared value
$250 deductible option: $10 per $1,000 of declared value
$500 deductible option: $8 per $1,000 of declared value

(Example: a 10,000 lb. shipment requires a minimum declared value of $60,000. With a $500 deductible, the cost would be $480.)

Full Value Protection is available up to a maximum declared value of $100,000 per shipment. Customers requiring protection beyond this amount must obtain additional coverage from a third-party insurer.

FVP applies only to eligible household goods included on your shipping inventory and will be documented on your bill of lading.

Submitting A Claim

In the unfortunate event that something is damaged or goes missing, MYLO has a claims process. To initiate this process, please contact Customer Solutions. Any claim for loss or damage will be adjudicated by MYLO according to our Terms of Use and Limitations of Liability, which we both agreed to be bound before Services began.

In the case of a damaged item, MYLO will work with you, which may require your assistance, to collect information about the damage. In order to be eligible for reimbursement you must timely notify MYLO of any applicable damage while the assigned Service Providers remain present during or after the performance of services, including reporting damage to an inventoried Item on the inventory form prior to signing, and initiate a claim directly with Customer Solutions within three (3) days of the appointment when damage occurred. You must initiate a claim within three (3) days of delivery or receipt of the item(s), or expected delivery of the item(s), and provide any additional information requested by MYLO in a timely manner to facilitate the claims process. The process generally takes about four weeks from the time we’ve collected all the information (and can add an additional 5-10 business days if the damage occurred while Your Belongings were in the care of a third-party, such as an affiliate Storage Partner or contracted Service Provider).

In the case of a missing item, MYLO first undergoes an extensive search of our records to see if we can locate Your Belongings, and often will need your cooperation in this search. The process to locate a missing item may take much longer, depending upon the distance between the original location of Your Belongings and the storage facility in which it is stored, among other factors. Our Customer Solutions Team will be available to provide you with estimated timelines and status updates as our investigation progresses.

Regardless of the status of any claim, you are still responsible for paying all rent, fees, or due payments - even fees associated with an Item that is involved in a claim. You will not initiate a chargeback or make other attempts to recoup fees paid to MYLO at any time. Your failure to pay any fees or your initiation of a chargeback process will be considered by MYLO when determining the outcome of your claim.

Once we have made a determination on your claim, we will notify you and if necessary make arrangements to resolve your claim with a separate payment to you. Submitting a claim, even a substantiated claim that results in a payment to you, does not make you eligible for refunds of any fees paid, forgiveness of any unpaid debts, nor credits toward future fees. Any disputes shall be resolved in accordance with these Terms(see “Dispute Resolution”).

In the case of property damage (damage to walls, handrails, floors, etc.), to be eligible for reimbursement you must notify MYLO of any applicable damage while the assigned Service Providers remain present during or after the performance of services and initiate a claim directly with MYLO Customer Solutions within three (3) days of the appointment when damage occurred.

Limitations of Liability

General Limitations

MYLO shall be liable for physical loss or damage to Eligible Items while being carried, transported, or stored to fulfill the Services you selected EXCEPT when damage or loss resulted: a) from acts of God or events in nature that occur beyond our control, such as extreme temperatures, heavy rain, snow fall, tornado, flood, earthquake, excessive heat, or other natural weather events as opposed to human causes; b) from an act, omission, or order of the customer that directly contributed to the claim; c) from manufacturer defect or inherent defect or hazardous characteristics; d) damage or loss to Items that are not Eligible Items; or e) from strikes, lockouts, labor disturbances, riots, civil unrest, or the acts of any third party to engage in such events or disturbances.

In the event of a claim, MYLO, solely at its option, may choose to: 1) Repair an Eligible Item to the extent necessary to restore it to the condition it was in when it was received by the Service Provider, or pay you for the cost of such repairs; or 2) Replace an Eligible Item with an article of like kind and quality, or pay you for the cost of such replacement. If MYLO chooses to repair an Item, it reserves the right to choose and assign the repair technician or company it hires to conduct the repair.

To qualify for Purchased Protection, an Item must be an Eligible Item AND it must be added to the customer’s Property Protection Inventory and assigned a declared value at origin. Any Item that is not included on the Inventory for a purchased protection plan, will not be covered under the paid valuation plan. It will only be covered by Basic Protection or the released value of $1.00 (one dollar) per pound per Item.

Additionally, a) MYLO will not be liable for physical loss or damage to an Item or property where you were not present to witness the claim; b) if an Item is damaged that is part of a set of matching pieces, MYLO’s liability will be limited to the cost to repair or replace the Item that sustained direct damage and shall not extend to the cost to repair, replace, or recover the entire set; and c) MYLO shall assume no liability for damages or injury that may occur to You, or other people who are not part of the assigned service team, electing to assist in handling an Item.

Property Limitations

MYLO’s maximum liability for property damage (damage to walls, handrails, floors, etc.) shall be limited to $50 (fifty dollars) per square foot per incident, up to a total maximum of US $1,000 in aggregate per User; shall not exceed the amount to repair the immediate area that was damaged, and will not cover the cost to repair an entire area, such as the repair of entire walls, floors, or ceilings of any kind; nor will it cover the cost to replace entire sets of fixtures, including those without direct damage. MYLO is not liable for any damage that may occur to areas where pick up or delivery is impractical, or for any circumstance of which liability was waived by you during an appointment; and shall not cover the cost to repair or replace sidewalks, driveways, or landscaping where equipment operated by MYLO (including its employees, agents, representatives, affiliates, and subcontractors) may have damaged the property, unless the damage resulted from reckless and negligent operation of the equipment in such a way that is reasonable to assume would routinely cause such damage in similar settings.

Entire Agreement

You acknowledge and agree that the Protection Plans set forth herein and the Limited Security Warranty incorporated in the Agreement shall be your sole and exclusive remedy and MYLO’s total liability to you in connection with any lost, stolen, or damaged Items.