Protection Plans

Item Rules

Communications Policy

Protection Plans

Limited Security Warranty Policy

Standard Pricing

Protection Plans

Last Updated: May 13th, 2026

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 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.

Intrastate/Local Protection Plans

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 $10,000 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 $5,000 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. A $100 deductible applies per shipment. The cost of the Gold Protection plan is $25 per month for storage tenants or a single payment of $250 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.

Submitting a Claim

In the unfortunate event that something is damaged or goes missing, MYLO has a claims process. To initiate a claim, please contact Customer Solutions. All claims for loss or damage will be adjudicated by MYLO in accordance with our Terms of Use, and Limitations of Liability, and applicable Protection Plan, which you agreed to be bound before Services began.

(a) How to Submit a Claim — Three Steps

Step 1 — Note Visible Damage or Loss at the Time of Service. For moving and labor services, you must note any visible damage to inventoried items on the inventory form and any visible property damage (walls, floors, handrails, fixtures, etc.) before the assigned Service Providers leave the premises. For storage services, you must note any visible damage at the time your Belongings are returned to you. Failure to note visible damage while Service Providers are present may affect your eligibility for reimbursement.

Step 2 — Report Concealed Damage Promptly. For damage that was not visible at the time of service (concealed damage), you must notify MYLO in writing within 10 business days of the service appointment or delivery date. MYLO may require your cooperation in documenting the damage and must be given a reasonable opportunity to inspect the affected item and any original packing materials before the item is repaired, moved, or disposed of.

Step 3 — Submit a Formal Written Claim.

For intrastate moving and labor services, and for storage services, you must initiate a formal written claim with Customer Solutions within 60 days of the date the damage occurred, the date of delivery, or the expected delivery date, whichever applies.

For interstate Household Goods shipments, you must submit a formal written claim within 9 months of the delivery date, or in the case of non-delivery, within 9 months after a reasonable time for delivery has elapsed. This timeline is established by federal law and cannot be shortened.

To submit a complete claim, please provide: (i) a description of each item claimed and the nature of the damage or loss; (ii) the declared or estimated value of each item at the time of the move or storage; (iii) photographs of the damage where available; (iv) any original receipts, appraisals, or purchase records supporting the claimed value; and (v) any additional information requested by Customer Solutions to facilitate the review.

(b) How Long the Process Takes

Once MYLO has received all requested information, the claims review process generally takes approximately four weeks. If the damage or loss occurred while your Belongings were in the care of a third-party Storage Partner or contracted Service Provider, the process may require an additional 5–10 business days to collect information from that party. For missing item claims, MYLO will conduct an extensive search of our records and may need your cooperation. Our Customer Solutions Team will provide you with estimated timelines and status updates as the investigation progresses.

MYLO will acknowledge receipt of your written claim within 30 days and will resolve or provide a written status update on your claim within 120 days of receipt.

(c) Payment Obligations During a Pending Claim

Regardless of the status of any pending claim, you remain responsible for all rent, fees, and payments due to MYLO, including fees associated with any item that is the subject of a claim. You agree not to initiate a chargeback or otherwise attempt to recoup fees paid to MYLO while a claim is pending or after a determination has been made. Your failure to pay any fees due, or your initiation of a chargeback, will be considered by MYLO in determining the outcome of your claim.

(d) Claim Outcomes

Once MYLO has made a determination on your claim, we will notify you and, if applicable, make arrangements to resolve your claim with a separate payment. A substantiated claim that results in a payment to you does not entitle you to a refund of fees paid, forgiveness of unpaid balances, or credits toward future fees. Any disputes regarding a claim determination shall be resolved in accordance with the Dispute Resolution section of these Terms.

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.

If Your Belongings are stored in the State of Minnesota, they are not covered by insurance against fire or theft under MYLO's Protection Plans. You may contact Customer Solutions for instructions on placing your own insurance coverage for fire and theft on the deposited property. MYLO strongly recommends that Minnesota storage customers obtain third-party insurance coverage.

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.