Otter Moving & Storage – Terms & Conditions

Last revised Wednesday, September 21, 2026

By submitting your deposit for services from Otter Moving & Storage LLC ("Otter", "we", "us"), you accept and agree to adhere to these Terms & Conditions. It is essential that you review and understand them. They are available on our website at any time.

The Terms & Conditions applicable to your service are those in effect on the date your deposit is received. Otter reserves the right to modify, amend, or update any part of these Terms & Conditions as needed.

These Terms & Conditions were last revised on Wednesday, September 16, 2026.

1. Definitions

The following terms are used throughout this document:

Business Day — Monday through Friday, excluding public holidays.
Customer — the person who books services with Otter and signs the bill of lading or Storage Agreement.
Local Move — a move where the pickup and drop-off locations are within a 250-mile radius of each other.
Long Distance Move — any move that is not a Local Move.
Intrastate Move — a move where the pickup and drop-off locations are in the same state.
Interstate Move — a move where the pickup and drop-off locations are in different states.
Released Value Protection — the default limit on Otter's liability for loss or damage, calculated by weight. This is a limitation of carrier liability, not insurance.
Storage Agreement — the agreement covering storage services, signed by the Customer at move-in.

2. Pricing and Payment

Deposit Requirements

A $50 deposit is necessary to confirm your moving date, secure a binding flat-fee estimate, and reserve the services you require.
For moves with a total estimated cost exceeding $2,000, a deposit of 10% of the total estimate is required instead.
The deposit must be paid within 24 hours of receiving your booking confirmation to guarantee your moving date and flat-fee estimate.
Failure to meet this deadline gives Otter the discretion to adjust the original quote based on factors such as peak moving times, requested scheduling, and service availability. Our availability operates on a first-come, first-served basis, and we cannot guarantee availability if the deposit is not paid on time.
Deposits can be made electronically through a secure payment link provided by us, or by telephone. We accept major credit and debit cards, including MasterCard, AMEX, and Discover.
Deposits are fully refundable if cancellation is requested in writing by email at least one Business Day before your scheduled move. Refunds may take up to five Business Days to process.
For example, for a move scheduled on a Wednesday, cancellation must occur by Monday afternoon for a full deposit refund. Cancellations made on the day before the move will result in forfeiture of the deposit. For weekend moves, the cut-off for a full refund is close of business on Thursday.
Should you cancel on the move day or within one Business Day before the scheduled date, the deposit will not be refunded.
If the move date is postponed, Otter will refund the deposit 30 days after the originally scheduled move date if the move has not been rescheduled within that period. The refund will be processed back to the card used for the original deposit. To reschedule beyond the 30-day window, a new deposit will be required.

Balance Payment

The remaining balance is due one Business Day before the scheduled move date, except for inbound Long Distance Moves.
For inbound Long Distance Moves, the total balance must be paid one Business Day before the start of your scheduled pick-up window.
Final payments can be made by bank check or by major credit or debit card.
If you choose to pay the remaining balance by check on the day of the move, this must be communicated to Otter when you receive your invoice or during the booking process.
The move will only commence once the complete outstanding balance has been provided to Otter.
Failure to settle any outstanding payment may result in the involvement of a third-party collection agency, which could negatively affect your credit rating.

Cancellations and Changes to the Moving Date

To cancel your scheduled move and associated services, notice must be given at least two Business Days or 48 hours before your move date to ensure a full refund of your deposit and to avoid additional charges.
Rescheduling your move or the requested services requires at least two Business Days' notice before your originally scheduled move date. Failure to give timely notice will result in applicable penalties.
During peak moving times — the 25th to the 31st of any month, and the 1st to the 4th of the following month — a 100% penalty of the total service cost applies to cancellations or rescheduling not communicated at least three Business Days before the scheduled move date.
Cancellations made at the last minute (one day prior) or on the day of the move, for any reason, are subject to a cancellation penalty of up to 100%. The penalty is calculated at the discretion of the company to cover the cost of services, lost revenue, and crew compensation.

What the Quote Includes

The quote includes protective blankets and tape for furniture, use of dollies, and all fuel, mileage, and toll expenses.
The flat-fee quote covers basic wrapping, packing, and protection of large furniture and items such as TVs and sofas. It excludes packing of personal goods such as books and kitchen items unless packing services are specifically requested, which incurs additional fees.
The minimum service size for Local Moves and storage is 200 cubic feet. Services below this threshold will be charged at the 200 cubic feet rate, with no applicable discounts.
If the drop-off location is accurately provided at booking, the flat-fee quote includes fuel and mileage. An additional fuel and mileage fee applies for every additional 10 miles traveled beyond the distance originally quoted.
Video estimate-based quotes are contingent upon the items displayed and listed during the estimate. Adding items or services not initially quoted will affect the overall service cost.
Service costs are subject to change if the Customer alters the reservation date or time.
Costs will be adjusted for any additional items or services added beyond the original quote.

Extra Fees

A discrepancy of up to ±5% from the inventory list on move day is acceptable. For significant discrepancies or additional items not previously included in the quote, our moving team will notify you and consult an Otter Sales Representative to adjust your quote accordingly.
Should there be additional items on move day that were not listed in your original quoted inventory, we will provide a revised estimate for transporting them. To proceed, you will need to approve the new estimate, which will include an additional fee for these items.
The moving of additional items is contingent upon payment of the corresponding fees at that time.
Additional item fees can be settled over the phone, accepting all major credit and debit cards, including Visa.
If paying for additional items by bank check, payment must be completed before the move begins.
Stair fees apply to moves involving flights of stairs not disclosed during booking. Additional stairs at any location will incur extra charges.
A long-carry fee will apply if parking is unavailable within 150 feet of the entrance at the pickup or drop-off location. The fee is calculated based on the volume and distance involved, up to a maximum of $300.
For packing of items not included in the original inventory list, an extra packing and moving fee will apply.
Delays attributable to the Customer or property management may incur additional waiting time charges.
Otter requires one Business Day's notice for any changes or cancellations relating to the delivery and pickup of moving supplies, with a penalty of $50 for non-compliance.
Otter will cover the cost of any parking tickets incurred.
In areas where parking permits are obtainable by the Customer before the move, such as Jersey City, Newark, and Hoboken, we will guide you on obtaining these for a fee payable to the local government. It is the Customer's responsibility to secure and complete this process with the relevant local authorities.

Promotions, Codes, and Discounts

Promotional codes, discounts, and coupons must be presented to an Otter Sales Representative before your quote is finalized in order to be applied. Discounts will be reflected in your final quote.
Promotional discounts are not valid after a quote has been issued and cannot be applied retroactively.
Price matching or beating a competitor quote is conditional upon providing a comparable, legitimate quote from an equivalent company. Otter reserves the right to determine quote comparability and discount eligibility, and does not guarantee that a discount will be offered.

Billing for Hourly Labor

Hourly billing applies only to labor-only and additional services as quoted. All moves are billed at a flat fee.
Hourly labor services are available exclusively for local jobs, subject to management discretion. Flat-fee pricing is standard and applies to all moves, including Local Moves and Long Distance Moves, storage move-ins and move-outs, and partial storage moves.
Customers must indicate their required hours of labor upon booking. Otter is not responsible for inaccuracies in the estimated timeframe provided by the Customer.
A minimum booking applies: at least 2 hours for a team of 2 movers and 4 hours for a team of 3 movers. We do not accept bookings below these minimums.
Hourly charges commence once our team arrives at the pickup location and begins work, starting from the initial walkthrough.
Should the job exceed the requested timeframe, Customers will be charged for the extra time in hourly or half-hour increments, based on the pre-agreed hourly rate.
The team will inform the Customer if more time is needed beyond the estimated timeframe. Our team works to complete every job efficiently and safely, and the cost of any additional time is the Customer's responsibility.
Payment for any additional time or unforeseen fees not included in the initial quote must be settled by credit card on the move day, prior to the completion of services and signing of the bill of lading.

3. Customer Responsibilities

Before and During the Move

The presence of the Customer or an authorized representative (with a pre-provided power of attorney) is mandatory throughout the duration of the move. Otter will not be held accountable for any claims in the absence of the Customer or their representative.
Customers are required to empty all furniture contents, such as dressers, drawers, and refrigeration units, before the move, unless packing services are specifically purchased from Otter.
Where our packing services are used, it remains the Customer's responsibility to pack perishable goods in compliance with food safety standards to prevent health hazards, for which Otter disclaims liability.
Electrical devices must be unplugged by Customers prior to the move. Our team will not disconnect or reconnect electronic equipment.
Customers are required to confirm the condition of TVs at both pickup and drop-off, verifying their functionality.
Our standard service includes a single setup of items at the new location. Requests for multiple rearrangements are outside the scope of our service.
In scenarios involving multiple Customers (for example, roommates or separating couples) with divided belongings, Otter is not liable for disputes over item ownership or delivery errors. It is the Customers' responsibility to clearly specify the ownership and destination of divided items.

Self-Packed Items

Self-packed belongings must be secured in sturdy packaging suitable for transit and should not exceed 35 lbs per box.
Otter will carefully transport self-packed fragile items but assumes no responsibility for damage. Customers who decline the additional protective materials we offer must sign a waiver acknowledging this choice.
Otter is exempt from liability regarding the safety of food items moved in Customer-packed boxes.

Items We Do and Do Not Move

Otter does not transport pets or live animals.
We will transport small to medium-sized household plants, provided they are declared with accurate size and weight details during booking. Only plants under 200 cm (6.5 ft) are eligible, and only for Local Moves within a 250-mile radius of the pickup point.
Plants intended for Long Distance Moves or storage will not be accepted, except under urgent storage conditions, and without guarantee of subsequent transportation to the Long Distance destination.
Items such as waterbeds and empty aquariums will be moved following Customer instructions, with no subsequent adjustments or setups by our crew.
Our team is equipped to move heavy items, including pianos and appliances, contingent on safe handling conditions as judged by our foreman.

4. Liability, Valuation, and Claims

Valuation of Your Belongings

Unless a higher valuation is declared on the bill of lading, Otter's liability for loss or damage is limited to Released Value Protection at $0.60 per pound per article. For Intrastate Moves within New York, this meets or exceeds the minimum required by the New York State Department of Transportation. For Interstate Moves, this is provided in accordance with Federal Motor Carrier Safety Administration requirements. This is a limitation of carrier liability, not insurance. Additional valuation and separate third-party insurance are available as described below.
Customers opting for Declared Value Protection must purchase this additional coverage through our third-party insurer, movinginsurance.com, no later than 48 hours before the move. This additional insurance cannot be added on the move day or afterwards.
The responsibility to secure extra insurance for high-value items rests with the Customer, given that our liability is limited to Released Value Protection.
Otter may levy additional charges if enhanced insurance is selected, to ensure that the moving and packing materials used are appropriate to the value of the insured items.
A minimum of three Business Days is required to prepare any specialized wooden crates or packing containers for valuable items.
Otter is not accountable for damage to items already in a compromised condition at the time of pickup. We reserve the right to document the condition of such items and require Customer acknowledgment, absolving us of liability for those items during the move or storage service.
Compensation for items within a set is limited to the individual damaged or lost item, not the entire set, calculated according to the valuation method defined by the Department of Transportation.
Filing duplicate claims for the same item's damage through both Otter and a third-party insurer constitutes illegal "double dipping." Legal action may follow if both claims proceed without one being withdrawn.

Certificate of Insurance (COI) for Buildings

Otter will furnish a Certificate of Insurance (COI) for Customers who have fully paid for their moving service, upon request by building management. The COI is provided through our third-party insurance partner.
The Customer is responsible for obtaining the COI requirements from their building management, sending them to us by email before the move, and telling us whether a COI is required for the pickup location, the drop-off location, or both.
Should the Customer fail to inform Otter about a COI requirement before moving day, we reserve the right to either refuse service or levy an additional charge.
Our standard quote does not include floor and wall protection using masonite. Should such protection be required by the Customer or building management, it is the Customer's responsibility to notify us well in advance of the move, allowing time to prepare the necessary materials. Additional fees apply.

Claims and Refunds

Otter aims to promptly address and resolve any claim submitted through our claims form, supplemented by relevant photos and documentation.
For Intrastate Moves performed entirely within New York State, claims for loss of or damage to transported items must be submitted in writing within 90 days from the date of delivery.
For Interstate Moves, claims for loss of or damage to transported items must be submitted in writing within nine months from the date of delivery, or from the date delivery should reasonably have been made in the case of a complete loss.
If you purchased coverage through a third-party insurance company, please refer to your contract with that provider for its own claim deadlines and terms.
Written claims must be submitted to Otter. We will acknowledge receipt within 30 days of submission and provide a disposition within 120 days. Where a claim cannot be processed or disposed of within 120 days, Otter is entitled to 60-day extensions, and you will be notified of each extension.
For claim submissions, please contact sales@ottermoving.com. Upon submitting your claim, a copy will be emailed to you for your records.
Claimants must attest to the veracity of their claim and the enclosed documentation. Additional issues can be reported within 48 hours of the initial claim submission, after which no new issues can be added to the claim or considered as a new claim.
Otter will only proceed with refunds or compensation after the delivery of goods or completion of services.
Otter disclaims responsibility for items reported as damaged if they were not directly transported or delivered by us. Damage claims for such items should be directed to the third-party carrier contracted by the Customer.

Refunds for Late Pickup

Where Otter arrives later than the scheduled pickup window, a 5% refund of the total service fee will be issued for every hour of delay (capped at $50 per hour), or a 15% refund for delays exceeding 3 hours (capped at $150).
This refund policy applies only to pickup times and does not extend to delays at the drop-off location.
For the refund to be valid, claims must be made through our official claims page on the day of the move or within one day after the move. Requests made two days after the move will not be honored, and Otter is not obligated to offer a refund if the delay is not reported by the Customer.

The Claims Process

The claims process is thorough and may require time for item inspection and possible repair or replacement. We appreciate your patience and cooperation throughout. The process includes:

Serious consideration of your feedback and claim, with our claims team initiating contact to investigate.
Regular updates from your designated claims department contact, who will assist in resolving your claim as swiftly and fairly as possible.
A settlement offer based on a fair assessment of the claim, with compensation provided upon acceptance. Disputed offers may be reviewed by an independent arbitrator.

5. Moving Services

Safety of Moving Crews and Customers

Our moving personnel undergo extensive two-week training covering safety, packing, lifting techniques, secure item handling, safe driving practices, and customer service, to ensure the highest service standards.
Otter ensures that all moving staff are protected by third-party workers' compensation insurance, in compliance with New York State law.
We advise against Customer involvement in moving tasks, to prevent personal injury. Otter cannot be held liable for injuries Customers may incur while moving items themselves.
We expect respectful interaction between Customers and our moving crews. Otter reserves the right to halt services in instances of harassment towards our personnel.

Contactless Moving Services

Customers unable to be physically present on the day of the move must inform Otter during booking and opt for our contactless moving service.
Engaging contactless moving services implies agreement to these Terms & Conditions, binding Customers to all stipulated moving and service terms.
On the day of a contactless move, Customers are expected to be available for virtual communication, including phone and video calls, to oversee the move, address questions, and confirm completion of services.
Customers must sign the bill of lading electronically to confirm that the move has been completed.
Customers must ensure that Otter has access to both pickup and drop-off locations, either personally or through a designated representative. The security of these locations during a contactless move is not the responsibility of Otter, and we cannot be held liable for any related theft, damage, or loss of keys.
Customers accepting their shipment under contactless moving terms agree not to hold Otter accountable for property damage such as scratches or dents to walls, floors, and doors.
Otter is not liable for damage to items that were already broken or damaged at the time of pickup. We may photograph such items for documentation purposes and will not cover these items beyond Released Value Protection.
Otter disclaims liability for damage to items and boxes that are improperly packed or wrapped by the Customer. Claims for such items will be processed under Released Value Protection.
Otter will not dispose of items that are not listed on the Customer's moving inventory for removal or disposal. It is the Customer's responsibility to manage disposal of such items, including any associated fees charged by building management.
The accuracy of packing and moving items during a contactless service cannot be guaranteed by Otter, especially without the Customer's virtual presence to direct the movers. Customers acknowledge this limitation and agree not to hold Otter accountable for items that may be overlooked or forgotten. It is important for Customers to provide detailed inventory lists and be available for guidance, particularly during full packing contactless moves.

Long Distance Moves

Otter offers two primary options for your Long Distance Move: Grouped Shipping and Direct Transport.

Grouped Shipping: On the scheduled date, we collect your items for inclusion in our long distance hauling trailers. These trailers transport grouped shipments from various Customers to their respective destinations. Delivery dates for grouped shipments are estimated based on distance and logistics and cannot be guaranteed at the time of booking. We will keep you updated throughout transit, ending with a final notification once a specific delivery date and time are confirmed within the delivery window originally provided.

Direct Transport: Your belongings are transported directly from the pickup location to the drop-off point as per the agreed schedule. We aim to meet the scheduled delivery windows, but unforeseen circumstances such as traffic or road closures may cause delays.

We may engage vetted third-party carriers to transport your belongings over long distances. Otter will coordinate all aspects of your move, even where third-party carriers are involved, to ensure seamless communication and service.
Should any issue arise with a third-party carrier during your move, please direct all claims to us for resolution, following our established claim procedures.
In the event of delays attributable to our logistics or to mechanical failure, we offer compensation at a rate of $50 per Business Day beyond the agreed delivery schedule.
If the delivery site cannot accommodate large trucks, we provide shuttle service at no extra cost, provided we are informed in advance of such limitations.
Should the delivery location be unattended within the agreed delivery window, we may need to store your items temporarily, leading to additional fees for re-delivery and storage.
For optimal service coordination, please inform us of the earliest acceptable delivery date at the time of pickup. Changes to the First Available Delivery Date (FADD) after pickup may incur additional charges to accommodate the revised logistics or storage needs.
Valuation and insurance for Long Distance Moves are described in Section 4, Liability, Valuation, and Claims.

Packing and Unpacking Services

Otter offers packing and unpacking services at an extra charge. These services must be arranged in advance and may not be available for last-minute requests.
The packing service includes all necessary packing materials, provided when the service is booked. Bubble wrap will only be supplied upon specific request.
Our packing approach is systematic and based on item type and location, ensuring efficiency and safety. Otter does not sort or organize personal items within boxes unless specified. It is the Customer's responsibility to organize their belongings before packing begins.
Our packing service is based on the number of boxes agreed at booking. Additional packing requirements beyond the agreed scope may incur extra charges.
Should unpacking services be requested, Otter will dispose of all used packing materials and boxes after unpacking. The arrangement of unpacked items will follow the Customer's instructions, without additional organization or styling services.
While Otter ensures careful unpacking of delicate items such as china and kitchenware, this does not include organization or styling.
For the safe transport of fragile items such as waterbed mattresses, glassware, electronic devices, and art, they must be packed in suitable containers. Otter will not accept liability for damage to items not properly packaged, and recommends the use of appropriate packing materials, which our team can advise on.
All packing materials used during the move, such as blankets and specialized boxes for TVs, wardrobes, and pictures, are the property of Otter and will be collected at the conclusion of the move. Materials purchased from Otter before the move are the Customer's to keep.

TVs and Electronic Devices

Otter is not liable for the internal workings of appliances and electronic devices. The nature of moving may require these items to be positioned in ways that could dislodge internal components, and movement during transport may worsen this. Otter therefore does not provide a warranty for the internal parts of any appliance or electronic device.
Customers must ensure their television is operational before Otter packs it. The condition of the TV must be verified by both the Customer and the Otter foreman and noted on the bill of lading at both pickup and delivery. Otter will not be accountable for non-operational TVs noted at pickup.
Should a TV be operational at pickup but not at delivery without visible external damage, Otter assumes no responsibility for any claim or damage.
Where a TV is functional at pickup but fails to operate due to visible external damage at delivery, Otter will address the damage claim.
Otter is not responsible for any damage to TVs packed by the Customer in their own packaging.
Otter offers one complimentary TV dismounting service per move. Each additional TV dismounting is subject to a $50 fee. If TV dismounting is requested that was not listed during booking, the same $50 fee per TV applies.
Otter does not provide TV or any other item wall mounting services.
Otter will not disconnect electrical appliances, or dismantle and assemble appliances that do not fit through doorways, unless this service has been arranged during booking.

Specialized Handling

Otter provides specialized services for items that are heavy, valuable, fragile, or unique, as well as for requests that require extra labor, expertise, equipment, planning, or materials, leading to an additional special handling fee.
It is the Customer's responsibility to accurately describe all items and requested services when arranging a move. Otter will notify the Customer of any items or services that incur a special handling charge.
Enhanced protection is required for items made from or containing marble, stone, glass, crystal, mirrors, screens (such as Pelotons), or large picture frames exceeding 4 ft by 4 ft. These may need extra safeguarding with moving blankets, cardboard, or wooden crates, incurring additional costs.
A heavy item handling fee is charged for any item or piece of furniture over 200 lbs, including but not limited to pianos, large tables, gym equipment, armoires, large dressers, recliners, electronic appliances, sculptures, art pieces, and items made of heavy stone, metal, or solid wood.
Otter may decline to disassemble or transport items requiring specialized instructions or training, such as gym equipment, built-in furniture, pool tables, refrigerators, and commercial machinery.
The decision to move or not move an item, as determined by the crew foreman, will prioritize the safety of all involved and the potential risk of damage. This includes assessing the risk to the premises (walls, floors, doors), the item's condition, and the safety of movers, Customers, and bystanders.

Furniture Assembly and Disassembly

Additional fees apply for the disassembly and reassembly of furniture that requires the removal of 8 or more screws, or more than 20 minutes to disassemble and reassemble. This includes items such as armoires, bookcases, shelves, cabinets, various types of beds, sofas, and wall units.
Items such as armoires, china cabinets, pool tables, pianos, and exercise equipment that are too large or fragile, or made of materials such as glass or compressed wood, and cannot be moved in one piece, will incur extra fees for disassembly and reassembly.
Otter offers specialized furniture handling services. These services, particularly for large or intricate items, may require additional fees and resources to ensure safe transportation.
Items such as large wall units should be declared at booking so that we can allocate the necessary resources, with an extra handling fee.
Otter is not responsible for any damage that may occur during the assembly or disassembly of furniture. We will assess whether an item requires extra handling fees based on its size and the complexity of the work required.
Customers must accurately describe their items' size and complexity. Otter reserves the right to impose additional fees or decline to move items not fully described at the time of booking.
Customers should provide assembly instructions for complex or sizable items.
For items needing specific handling or care, it is the Customer's responsibility to arrange for the item's manufacturer to send technicians to disassemble the item before Otter collects it.
Otter explicitly does not offer assembly services for furniture that is new in box. These items can be transported, but assembly is not provided.
Furniture previously disassembled by others will not be reassembled by Otter. Disassembled pieces can be transported, but it is up to the Customer to reassemble their furniture.
Otter will not assemble items that were not disassembled by our team at the pickup point. We are not liable for damage to items disassembled or packed by the Customer.
If an item requires specialized handling that was not disclosed at booking or at least four Business Days before the move, Otter may choose not to disassemble it. Customers are advised to seek professional disassembly services for complex items ahead of move day. While Otter will attempt to transport such items without disassembly where possible, we reserve the right to refuse transport if disassembly is needed but not feasible. In such cases, the Customer must arrange professional disassembly and reassembly, and Otter will not issue refunds for items not moved due to undisclosed special handling needs.

Disposal of Furniture and Mattresses

Otter offers a disposal service for furniture and mattresses to a designated center, available upon request at booking and subject to an additional charge.
The service incurs extra fees to account for increased mileage, labor, extra stops, and any disposal center fees.
For mattresses, Otter supplies plastic covers for disposal purposes.
Items can be disposed of curbside, provided this service is requested at booking and aligns with the local curbside disposal schedule. The Customer is liable for any fines related to improper curbside disposal. Otter will not undertake curbside disposal on moving day without prior arrangement.
Otter does not dispose of miscellaneous items during the move unless they are boxed and labeled "For disposal" by the Customer. We will handle the disposal of marked boxes or previously designated items. Additional disposal requests made on moving day will incur extra charges.

6. Storage

How Storage Works

Otter exclusively offers warehouse storage. We ensure all items designated for storage are carefully wrapped at the collection point and then transported to our secure warehouse. There, your belongings are placed on pallets, given additional wrapping, and methodically stored. Our warehouses are safeguarded with 24-hour surveillance.

Storage is provided on a shared-warehouse, palletized basis. Otter does not rent private or individual storage units.
Otter does not permit access to our storage facilities for Customers or the general public, for security and operational reasons.
Otter retains the flexibility to transfer stored items between its facilities as needed throughout the term of the Storage Agreement.
Where Emergency In-Transit Storage is required, we will accommodate your belongings for 14 days from the initial storage date. After this period, standard storage terms and monthly fees apply, starting from the 15th day.

Storage Pricing

The cost of storage each month is based on the total volume of your items, measured in cubic feet, and includes applicable taxes. This rate is established and fixed at the commencement of your Storage Agreement.
We may adjust the monthly storage fee in certain scenarios, such as when a Customer opts for a partial move-out, adds more items to storage, or in the event of other unforeseen circumstances, without prior notice.
Monthly storage rates are not prorated. If a Customer moves out mid-month, no refunds or credits will be provided for the remaining month.
New York State Sales Tax applies to all storage services and is detailed at the bottom of each invoice. Full payment, including sales tax, is due with the service cost.

Storage Billing and Payment Authorization

Otter processes payments for storage services, including move-ins, partial move-outs, complete move-outs, and monthly fees, exclusively through valid credit or debit cards. Cash and certified bank checks are not accepted for storage payments.
Payments must be made using Otter's secure payment portal or by telephone with a representative. The Customer must confirm they are the authorized cardholder.
By submitting payment for any moving or storage service, you authorize Otter to charge the payment method on file for all current and future balances associated with your account, including but not limited to monthly storage fees, move-in and move-out charges, outstanding moving balances, late payment penalties, and any other fees incurred in connection with your Storage Agreement.
This authorization remains in effect until all balances are paid in full and your Storage Agreement is terminated. Authorization may only be revoked in writing with no less than 30 days' notice, and solely after all outstanding balances have been paid in full. Verbal revocations will not be recognized.
Customers are required to maintain a valid credit or debit card on file at all times for the duration of their Storage Agreement. If the card on file expires, is cancelled, or is otherwise no longer valid, the Customer must provide updated payment information within 7 days. Failure to maintain a valid card on file does not constitute revocation of the payment authorization, and the Customer remains responsible for all accrued balances.
Card details will be securely stored and may be charged in advance (24 to 72 hours beforehand) for services due on the specified move date, including any adjustments for inventory changes or additional fees as set out in your agreement.
Monthly storage fees, including applicable sales tax, are billed on the same calendar date each month as the original storage move-in date (the "Billing Anniversary Date"), using the card on file. For example, a Customer who moves in on the 15th will be billed on the 15th of each subsequent month. If the Billing Anniversary Date falls on a weekend or public holiday, the charge will be processed on the next Business Day.
Partial move-out services will not cancel automatic monthly payments, but the monthly fee may be adjusted. For complete move-outs, automatic payments will cease following the move-out date.
Otter commits to defending any Customer-initiated chargebacks for services legitimately provided under the terms of the contractual agreement.

Late Payment and Warehouseman's Lien

In the event of a declined payment due to insufficient funds or card cancellation, a reminder will be sent to the Customer with details to update their payment information. Failure to update payment information or clear outstanding balances will result in late fees and penalties. A late fee of 10% will be assessed after 5 days, and Otter reserves the right to restrict access to stored goods until the account is brought current.
Otter operates as a warehouser under New York law and holds a warehouseman's lien on all goods stored in its facility pursuant to New York Uniform Commercial Code § 7-209. In the event of non-payment of storage fees, moving charges, late penalties, or any other outstanding balance, Otter reserves the right to enforce its lien, which may include the sale or other disposition of stored goods in accordance with applicable law, following written notice to the Customer.
Failure to make storage payments for three consecutive months grants Otter the authority to auction or dispose of your items to recover losses. We bear no responsibility for any resulting damages or claims.

Storage Move-Outs

To schedule your move-out from storage, we require notification at least three Business Days in advance of the intended move-out date. Notification can be given by email or phone.
Payment for storage move-out services must be made using the payment portal or over the phone with a credit or debit card.
Outstanding monthly storage balances must be cleared before any move-out service is scheduled. Otter will not confirm move-out services if there are outstanding dues.
Otter does not allow self move-outs from storage without special approval. If you wish to retrieve your items on your own, with special approval, please schedule this at least three Business Days in advance. A fee equivalent to one month's storage will apply.
Should you opt for a third-party carrier to collect your stored items, an additional charge equal to one month's storage fee will be incurred.
Otter is not accountable for any damage or loss incurred during self move-outs, or where a third-party carrier is used to remove items from storage.

Items Not Accepted in Storage

Our storage facilities strictly prohibit perishable items, including but not limited to food, spices, herbs, and dried goods. Any damage or infestation caused by stored perishable goods will be the Customer's responsibility, including associated costs such as pest control.
Our storage facilities strictly prohibit live plants and flowers. Otter assumes no responsibility for the maintenance or survival of any plants inadvertently stored, and reserves the right to dispose of such items without liability for damage or loss.
The storage of weapons, hazardous chemicals, and illegal substances is forbidden. Customers found in violation will bear responsibility for any resulting damages or penalties.
Otter disclaims liability for any damage or claim relating to items self-packed by Customers, irrespective of the time spent in our storage facilities. We cannot assure protection against damage for items packed by Customers during transport or while in storage.

Storage Agreements and Ownership

The signatory of the Storage Agreement is solely responsible for the monthly storage fees, including for items belonging to others stored under their name. Any legal action, including notices of disposal due to non-payment, is directed towards the contract signatory, not the owners of the stored items.
We strongly advise that the person entering into a Storage Agreement with Otter is the actual owner of the items being stored.
Otter does not assume liability for any legal action or damages relating to disposal notices where the claimant is not the signatory of the Storage Agreement.
Where multiple parties wish to separate their jointly stored items under a single contract, each party must establish a new contract and assume responsibility for their respective storage fees. This division will only occur once any outstanding balance on the original contract has been settled by the initial signatory.

7. Supplies and Equipment

Purchase of Moving Supplies

Otter sells moving supplies, including boxes, packing paper, and tape, in prearranged bundles tailored to different home sizes and Customer requirements.
Individual moving supplies are not available for sale except as additions to a previously purchased bundle.
Supply bundles can be ordered during booking or before moving day, with at least three Business Days' notice required for delivery.
Otter will deliver the purchased supplies to a specified location.
All sales of moving supplies are final, with no refunds or returns, whether the items are used or unused.

Rental of Plastic Moving Totes and Bins

Otter provides plastic moving totes for rent, subject to an additional charge. We will deliver the rented totes to a location specified by the Customer for use during packing.
Customers must return the rented totes within 7 days after moving into their new location, ensuring they are clean and in the same state as when received. Otter will retrieve the totes from the designated location after the move.
A fee of $50 will be charged for each tote that is returned damaged or not returned at all.
Any tote not returned within the 7-day period will be considered not returned, and the $50 per-tote fee will be charged to the payment method on file. Totes returned after the 7-day period do not qualify for a refund of this fee, and the Customer may retain them.

8. Broker Referral Program

Otter offers a Broker Referral Program, allowing brokers to participate voluntarily, without any binding contract with Otter. By participating, brokers agree to waive any claims or damages against Otter.

Otter operates independently and is not legally affiliated with any participating broker, real estate firm, or individual. Each entity remains distinct.

The program rewards brokers with a commission for successful referrals under the following conditions:

Commissions are earned only if the referred client completes a move and settles payment with Otter. Commissions are contingent on both the move's completion and full payment.
Referrals must be made through Otter's referral system, using the broker's unique Otter promo code during referral submission or when the client books their move.
Brokers must make referrals before the client books their move. Commissions will not be honored for referrals made after the client's booking or move date.
Commission rates are 10% for moves within New York and New Jersey, and 5% for moves outside New York and New Jersey, calculated from the total paid invoice.
Eligible brokers will receive their commission within 31 days of the completion of the referred move, paid by certified bank check sent to the broker's provided mailing address.
Referred clients are not entitled to a commission. They may, however, receive a discount if they use a promo code during booking.
Commissions earned cannot be applied as credits towards future services, or as discounts for the broker or their contacts.
If a referred client has a pending claim that affects revenue, Otter may withhold commission payments. In certain cases, a flat fee of $50 may be provided, regardless of the original commission rate.
Brokers earn commissions solely for the initial storage move-in service referred, and not for subsequent storage services or monthly fees.
Referrals for repeat Customers of Otter are ineligible for commission.
Referrals for clients who have previously received a quote from Otter are not eligible for commissions.
Otter reserves the right to alter commission rates or terminate the program at any time.

9. Customer Privacy

Otter is dedicated to safeguarding your privacy. Our Privacy Statement outlines our practices regarding data collection and usage across all our channels, including our websites, third-party platforms, communications, and during our services.

We collect personal information such as names, addresses, contact details, and financial information for billing and service provision purposes. We do not gather information about your computer systems.

Usage of Your Personal Information

Otter uses your personal information primarily to fulfill service requests and execute orders. We may use this information to keep you informed about additional offerings from us or our associated entities. Communications might include email marketing or surveys aimed at gauging your satisfaction or interest in potential new services.

Occasionally, we might reach out with promotions or offerings from our partners that align with your interests, ensuring your personal details are not shared with these external entities.

For specific functions such as customer support, transaction processing, or analytical assessments, we might engage external service providers, sharing only what is necessary to perform the service.

We uphold a strict policy of not using, collecting, or disclosing sensitive personal data, such as your racial background, religious beliefs, or political views, without your clear permission.

Should legal obligations arise, or if we believe it is necessary to protect our rights, your personal data may be disclosed. This includes adhering to legal requirements, safeguarding our assets, and ensuring the safety of our community.

Your data might be stored or processed in the U.S. or elsewhere, depending on where our operations or affiliates are situated. By engaging with our platform, you agree to the potential international transfer of your information.

Purposes for Collecting, Using, and Disclosing Personal Information

We gather, use, retain, and share your personal data primarily for the following reasons:

To support our general business activities and deliver the products and services you seek from us.
To respond to your inquiries regarding our offerings and communicate with you or your organization as needed.
To facilitate business operations, which may involve sharing your information with our affiliated entities, partners, contractors, or service providers.
To maintain accurate records and ensure your contact information remains current.
To address and resolve any complaints you may have.
To fulfill our legal and regulatory obligations.
To manage and enhance our website's performance and user experience.
For any other purposes that are supplementary to, or in support of, the activities above.

Protecting Your Personal Information

At Otter, safeguarding your personal data is a top priority. We employ various security measures, including advanced technology, to prevent unauthorized access, usage, or disclosure. Your personal details, such as your name, address, and credit card information, are stored securely in controlled environments with limited access.

We rely on reputable third-party technology providers who utilize encryption technologies to protect your data. Your credit card and billing details are processed through PCI-DSS compliant third-party payment processors. Otter does not retain full card numbers on its own systems.

10. Disclaimer of Warranties and Limitation of Liability

We cannot ensure that your use of our services will be uninterrupted, timely, secure, or free of errors. Similarly, we cannot guarantee the precision or reliability of the outcomes that may arise from your use of our services.

Otter does not accept responsibility for delays caused by road traffic conditions or restrictions imposed by buildings.

We reserve the right to temporarily suspend or permanently discontinue our services without prior notice.

Your decision to use our services, or your inability to use them, is solely at your risk. All services and products provided to you are offered on an "as is" and "as available" basis, without any explicit or implied warranties, including but not limited to implied warranties of merchantability, quality, fitness for a particular purpose, durability, title, and non-infringement.

Otter, including our directors, officers, employees, affiliates, agents, contractors, interns, suppliers, service providers, and licensors, will not be liable for any personal injury, loss, claim, or any direct, indirect, incidental, punitive, special, or consequential damages of any kind. This includes but is not limited to lost profits, revenue, savings, data loss, replacement costs, or similar damages.

These limitations apply whether the claim is based on contract, tort (including negligence), strict liability, or otherwise, and even if we have been advised of the possibility of such damages. They apply to any aspect of service use or product purchase through the service, any errors or omissions in content, and any loss or damage of any kind incurred due to the use of the service or any content or product posted, transmitted, or otherwise made available via the service.

These liability limitations might not apply in certain states or jurisdictions that do not allow the exclusion or limitation of liability for incidental or consequential damages. In such places, our liability is limited to the greatest extent allowed by law.