The Department of Transportation requires strict compliance with provisions set forth in tariffs published by movers. The tariffs govern all costs of moving and services performed by all moving companies.

At the time our agent gives you the estimated cost of service (non-binding) or a binding estimate, or when you sign the Estimate/Order for Service, you have acknowledged receiving a copy of the booklet Your Rights and Responsibilities When You Move (OCE-100), as required by the DOT. We strongly recommend that you review this booklet in detail.

If you are able to move any time of the year, don't wait until summer when the children are out of school. The summer months are the "peak" moving season. In addition, the first and last few days of the month are extra busy.

Many factors can affect the time required for your move, such as the time it takes to load and unload, and weather conditions. The van operator, in planning his or her schedule, allows extra time for any foreseeable delays, but an occasional unexpected event can upset even the best-planned schedule.

Because the shipper sometimes underestimates the amount of time connected with planning a move, we ask that you give our agency alternate dates for loading and unloading your shipment. This will allow you greater flexibility in making plans.

United Van Lines offers one of the best pickup/delivery schedules in the moving industry. However, if you need even more specific scheduling than normal, ask your United agent about Expedited Service (see definition in "Glossary of Moving Terms" section) and how it can be used to meet your requirements.

To determine the approximate cost of your move, as well as the space needed on the van for your household goods, an agency sales representative will conduct a household goods survey in your home. Show the salesperson everything to be moved, specifying any items off-premises or other items to be added later. The representative then will compute the approximate cost of your move and give you a written "estimated cost of service."

Keep in mind the estimate is only a price guideline. You must pay the total charges for the services performed, the materials provided, and the valuation coverage selected based on tariff provisions, unless you have requested a "binding estimate."

A binding estimate or binding cost of service specifies in advance the precise cost of the move. Binding estimates include all transportation costs and other services (excluding charges for valuation coverage, Storage-In-Transit or third-party services) requested when the computation and estimate were performed. The estimate is based on information provided on the "cube sheet" – a listing of individual items to be shipped – as well as additional services like packing. You should ensure that the agent has noted all such items on the sheet. Binding estimates are valid for the time period specified, up to 60 days.

Between the time of the estimate and the time of your move, if you include more items to be moved or require additional services such as packing, there will be additional charges. Extra services at destination, such as shuttle or stair carry, also will result in additional charges above the amount of the binding estimate. Your approval will be obtained for all of these supplementary charges.

If you are interested in obtaining a binding estimate, please discuss it with your United agent.

Unless you have been given a binding estimate where a firm cost is established in advance, the exact cost of a move cannot be determined until after the shipment has been loaded on the van and weighed. Basic transportation charges depend on the actual weight of your goods and the distance they will travel. The total cost of the move will include these transportation charges, any charges for declared valuation, plus charges for any accessorial services performed by our agent at your request. All of these charges are based on tariff rate schedules.

Unless other billing arrangements are made in advance, payment is required before delivery in cash or by traveler's check, money order or cashier's check. Personal checks are not accepted.

The American Express® Card, Discover® Card, Visa® or MasterCard® can also be used to make payment. If you choose to use a credit card, you must arrange it with your origin agent because authorization is required prior to loading. Credit cards are accepted only for interstate household goods moves within the continental United States.

The accurate weight of your shipment is a primary factor in determining the transportation cost, unless you have received a binding estimate. The weight on which charges are based is calculated by weighing the van both before and after loading, and then subtracting the smaller weight from the larger. If you believe an error might have been made based on information provided during the estimate, call your booking or destination agent and request a reweigh. There is no charge to you for this service. You should be present at the scale to witness the reweigh, and reasonable time will be allowed for you to get there. If you request a reweigh, the transportation charge will be based on the reweigh weight, no matter how it varies from the original weight.

It is the owner's responsibility to see that all mechanical and electrical equipment is properly serviced for shipping prior to the arrival of the moving van. Servicing is at the owner's expense. Most items, such as washers, stereos, grandfather clocks, copiers and computers have components that must be securely fastened prior to shipping. For safe moving of such articles, the units should be prepared by a licensed or properly trained service technician. Upon request and for an additional charge, a moving company is permitted to perform this service with qualified personnel or arrange for it through an authorized service company. If the owner has failed to have an article serviced, the van operator may load and haul it, but will mark the inventory sheet "Not Serviced." Request a copy of United's "Moving Appliances & Other Home Furnishings" booklet for more information.

In general, the household goods moving industry provides two programs for establishing carrier liability, both of which consider depreciation in calculating claims settlement. (These programs are frequently identified as "declared valuation.") In addition, most major van lines like United offer full-value protection programs that do not incorporate depreciation as a factor in determining replacement value. The valuation program that you select will determine the carrier's maximum liability to you for loss or damage to your shipment.

United's Full-Value Coverage plan provides full-value protection for your household belongings, up to the amount of coverage you specify or "declare" on the Bill of Lading. Purchase of a Full-Value Coverage protection plan option means that if articles are lost, destroyed or damaged while in United's care, United will either repair them, replace them with like items, or make a cash settlement for the current market replacement value, regardless of age of the lost or damaged items. Based on United's operating tariff, United will determine which of these methods will be used to settle the claim. Depreciation of lost or damaged items is not a factor in determining replacement value under the Full-Value Coverage protection plan options. Please note that when an article is replaced or the carrier pays you the full current market replacement value, you must relinquish the damaged item to United for salvage.

There are three Full-Coverage protection plan options:

• Full coverage (no deductible)
• $250 deductible, under which you are responsible for the first $250 of loss or damage; and
• $500 deductible, under which you are responsible for the first $500 of loss or damage.

Under all three Full-Value Coverage options, the minimum value you declare must be at least equal to the weight of your shipment multiplied by $3.50.

Full-Value Coverage protection plan options are available in various increments, beginning with $5,000.

There is an additional charge for the Full-Value Coverage protection plan options. The charge is based on the value declared and the deductible option selected.

United's industry-standard protection plan program is called Depreciated Coverage. With this type of protection, a claim settlement will be the lesser of the cost to repair an article or a cash payment of the depreciated value of an article. Both of the Depreciated coverage protection plan options, outlined as follows, consider depreciation in each claim settlement:

Lump-Sum Value – You place a total value on your shipment at a cost of 70 cents per $100 of value for shipments moving within the continental United States. The value declared must be at least $1.25 times the weight of your shipment. Any claim will be settled based on the depreciated value of your lost or damaged items, up to the maximum value declared.

Pound-Weight Value – The maximum value of your shipment is $1.25 times the weight of the shipment. Cost is 70 cents per $100 of maximum liability value for shipments moving within the continental United Sates. Any claim will be settled based on the depreciated value of your lost or damaged items up to a maximum liability value that has been calculated based on the actual weight of your shipment.

In addition to its Full-Value Coverage and Depreciated Coverage valuation programs, United offers Released Rate Liability. With this type of valuation, the carrier's liability is determined by multiplying the weight of the article times 60 cents. This is the basic tariff level of carrier liability and is provided at no charge.

Ask your United agent to calculate price information for the valuation option you select. If there is a difference between the estimated and actual weight of your shipment, your declared value and cost will be based on the actual weight.

The valuation option you select must be written in the space provided on the Bill of Lading prior to loading. You cannot change the valuation coverage selected once loading begins.

The valuation option you choose determines the basis upon which your claim will be adjusted, as well as establishes the maximum liability of United. The liability of a carrier for loss or damage is based on federal laws and regulations, and has certain limitations and exclusions.

Valuation is not insurance; it is simply a tariff-based level of motor carrier liability. If you desire the kinds of additional protection afforded by insurance coverage, you should see your insurance company representative.

If your shipment will contain any articles of "extraordinary value," notify your United agent before packing. In the moving industry, items worth more than $100 per pound are articles of extraordinary value. Although you might have other articles of extraordinary value, the following list should help you identify belongings that might fall under this classification:

antiques art collections cameras china coin collections computer software crystal currency figurines firearms

furs jewelry manuscripts Oriental rugs precious stones or gems silver tapestries TVs or stereos video cameras

To assure these articles are not limited to minimal liability, complete the High-Value Inventory form that will be provided by the United representative during the pre-move survey. Be sure to document any signatures, serial numbers or manufacturer marks. Once you have filled out the High-Value inventory form, sign it and give the document to the packing crew or van operator upon arrival.

The form must be completed on each shipment even if there are no articles of extraordinary value included in the shipment. You must sign and date the "Extraordinary (Unusual) Value Article Declaration" box on the Bill of Lading.

In the event of a claim, any settlement is limited to the value of the article – not to exceed the declared value of the entire shipment. Claims are settled based on the type of valuation selected. If you choose a valuation option that has a deductible or depreciation, this will apply for articles of extraordinary value. It is important to note that exceptions on the delivery inventories, verification of ownership and proof of value will be required for such articles prior to settlement.

When articles of extraordinary value in your shipment are not listed on the High-Value Inventory form, the carrier's liability is limited to $100 per pound per article – provided the shipment was released at a value greater than 60 centes per pound per article. Shipments for which the declared value is 60 cents per pound per article are not covered by this provision.

If your shipment will include firearms, please follow these guidelines:

• Do not mark the outside of the box or container holding the firearm.
• The firearm must be listed on the inventory with the make, model and serial number.
• At the time of the delivery, written receipt must be obtained for the firearm.
• If the firearm is discovered missing, you must immediately notify the police and the Claims Department at TransProtection Service Co. (see Page 20 for the address and phone number).

If you are unable to take immediate possession of your new residence or if the van operator is unable to contact you upon delivery, arrangements can be made for your belongings to be stored at a reasonable cost until you are ready for them.

Storage-In-Transit (SIT) is the temporary storage of your household goods in the warehouse of the carrier's agent, pending further transportation. If you want your goods held in such temporary storage, you must specifically request SIT services, which cannot exceed 180 days. During this time, the moving company is liable for the goods to the same extent as during their interstate transportation. However, there is an additional charge for the extended valuation coverage while the goods are in SIT. After 180 days, your shipment is subject to convert to permanent storage and the extended valuation coverage no longer will be in effect. The warehouse in which your goods are stored then solely assumes responsibility for your shipment. When converting your shipment to permanent storage, you must declare a value for it while it is in storage. Prior to conversion, a claim must be filed for damages, if any, of the interstate portion. Otherwise, the liability falls to the warehouse coverage.

You are responsible for storage fees, warehouse valuation coverage and final delivery charges. Be sure to discuss with your salesperson the total cost of storing goods. Your warehouse agent can provide further details, too.

The van operator is obligated by law to collect the charges for your shipment before it can be unloaded, unless other arrangements are made in advance.

If you have received a non-binding estimate and your actual moving cost exceeds the estimated amount by more than 10 percent, you will be required to pay a minimum of 100 percent of the estimated amount at the time of delivery. The balance of the total charges then must be paid within 30 days following the date of delivery.

Payment of estimated charges plus 10 percent does not apply if goods are delivered into storage. If Storage-In-Transit at destination is necessary, all transportation charges must be paid at time of delivery of the shipment to the warehouse. You will be assessed storage and final delivery charges based on rates set forth in our tariff.