Terms of Service
PLEASE READ THESE TERMS OF SERVICE AND RENTAL AGREEMENT (“AGREEMENT”) CAREFULLY BEFORE BOOKING OR USING ANY SERVICES PROVIDED BY CRATEHOP (“COMPANY,” “WE,” “US,” OR “OUR”). BY COMPLETING A BOOKING, ACCEPTING DELIVERY OF EQUIPMENT, OR OTHERWISE USING OUR SERVICES, YOU (“CUSTOMER”) AGREE TO BE LEGALLY BOUND BY THIS AGREEMENT. IF YOU DO NOT AGREE TO THESE TERMS, DO NOT BOOK OR USE OUR SERVICES.
1. RENTAL AGREEMENT AND EQUIPMENT OWNERSHIP
1.1 By completing a booking with CrateHop, Customer enters into a binding rental agreement with CrateHop for the use of moving boxes, dollies, and any other equipment (collectively, “Equipment”) delivered to Customer pursuant to that booking.
1.2 All Equipment remains the sole property of CrateHop at all times. Customer acquires no ownership interest in the Equipment by virtue of this Agreement or any rental transaction.
1.3 Customer shall not sublease, lend, transfer, sell, or otherwise allow any third party to use the Equipment. Customer shall keep the Equipment in Customer’s exclusive care and custody for the duration of the rental period.
1.4 The rental period commences upon delivery of the Equipment to Customer’s designated address and terminates upon pickup of the Equipment by CrateHop on the reserved pickup date.
2. CUSTOMER RESPONSIBILITY FOR EQUIPMENT
2.1 CUSTOMER ACKNOWLEDGES THAT CUSTOMER HAS CARE, CUSTODY, AND CONTROL OF ALL EQUIPMENT WHILE THE EQUIPMENT IS AT CUSTOMER’S LOCATION. CUSTOMER ACCEPTS FULL RESPONSIBILITY FOR ANY AND ALL LOSS OR DAMAGE TO THE EQUIPMENT DURING THE RENTAL PERIOD.
2.2 Boxes. If any rental box is damaged beyond normal wear and tear or lost while in Customer’s possession, Customer shall be charged Twenty Dollars ($20.00) per damaged or lost box. “Normal wear and tear” means minor scratches, scuffs, and surface imperfections consistent with ordinary use that do not affect the structural integrity of the box. Damage subject to the per-box charge includes, without limitation: cracked walls, broken hinges, lids that no longer latch, and permanent marker that cannot be removed.
2.3 Dolly. If the dolly is damaged beyond normal wear and tear or lost while in Customer’s possession, Customer shall be charged Seventy-Five Dollars ($75.00) per dolly.
2.4 CrateHop documents the condition of all Equipment at both delivery and pickup. Such documentation shall be the primary evidence of Equipment condition for purposes of any damage or loss determination.
3. PROHIBITED USE OF EQUIPMENT
3.1 Customer shall not write directly on the boxes with permanent marker or any other substance that cannot be removed without damaging or permanently marking the box. CrateHop provides label inserts and cards with every order for the purpose of marking box contents.
3.2 If any box is returned with permanent marker or any other permanent marking that cannot be cleaned, Customer shall be charged Twenty Dollars ($20.00) per permanently marked box.
3.3 The Equipment shall be used solely for lawful moving and storage purposes. Customer shall not use Equipment to transport illegal, hazardous, toxic, flammable, or controlled substances.
3.4 Customer shall ensure that Equipment is not overloaded beyond its structural capacity and shall pack Equipment in a manner that does not cause damage.
4. DELIVERY AND PICKUP
4.1 Delivery Windows. CrateHop delivers Monday through Friday between 6:00 p.m. and 9:00 p.m., and Saturday through Sunday between 8:00 a.m. and 6:00 p.m. CrateHop will contact Customer by phone or text message prior to arriving for both delivery and pickup.
4.2 Customer Presence Required. Customer, or an authorized adult representative of Customer, must be present at the designated address during both the delivery and pickup appointments. CrateHop and Customer will jointly count and inspect the Equipment at delivery and pickup. This joint inspection protects both parties and constitutes the definitive record of Equipment quantity and condition at each transaction.
4.3 Missed Delivery. If Customer or an authorized representative is not present at the agreed delivery time and CrateHop has not been notified of alternate arrangements in advance, a redelivery fee of Fifty Dollars ($50.00) shall be charged to Customer.
4.4 Rescheduling. If Customer needs to reschedule a delivery or pickup appointment, Customer must provide at least forty-eight (48) hours advance notice. Rescheduling requests made with less than 48 hours notice may, at CrateHop’s discretion, result in a rescheduling fee of up to Fifty Dollars ($50.00).
4.5 Alternate Arrangements. If Customer is unable to be present for delivery or pickup, Customer must contact CrateHop prior to the scheduled appointment to make alternate arrangements. CrateHop will make reasonable efforts to accommodate such requests but cannot guarantee flexibility without advance notice.
4.6 Release of Equipment. Customer shall release Equipment only to a CrateHop employee or authorized CrateHop representative.
5. LATE RETURNS
5.1 Customer is responsible for having all Equipment available for pickup on the reserved pickup date. If Customer requires additional rental time, Customer must notify CrateHop before the reserved pickup date.
5.2 Late Return Fee. For each calendar day beyond the reserved pickup date that the Equipment is not returned, Customer shall be charged Ten Dollars ($10.00) per day.
5.3 Assumed Purchase — Boxes. If the boxes are not returned within thirty (30) days of the reserved pickup date and Customer has not communicated with CrateHop to extend the rental, CrateHop shall assume Customer wishes to purchase the boxes and Customer will be charged the full retail value of Twenty Dollars ($20.00) per box.
5.4 Assumed Purchase — Dolly. If the dolly is not returned within thirty (30) days of the reserved pickup date and Customer has not communicated with CrateHop to extend the rental, CrateHop shall assume Customer wishes to purchase the dolly and Customer will be charged the full retail value of Seventy-Five Dollars ($75.00) per dolly.
6. CLEANING
6.1 CrateHop assumes responsibility for cleaning Equipment between rentals. Customer is not required to clean Equipment prior to pickup, beyond a reasonable wipe-out if liquid has spilled inside a box during Customer’s move.
6.2 Notwithstanding Section 6.1, if Equipment is returned in a condition requiring extraordinary cleaning — including but not limited to soil, liquid accumulation, biological matter, or other contamination inconsistent with ordinary moving use — CrateHop reserves the right to charge a cleaning fee of up to Fifty Dollars ($50.00), which shall be communicated to Customer prior to being applied.
7. DELIVERY AREA AND FEES
7.1 Free Delivery Zone. Delivery and pickup are included in the package price for addresses located within fifteen (15) miles of CrateHop’s base of operations in Fort Smith, Arkansas.
7.2 Extended Delivery Zone. For addresses located beyond the fifteen (15) mile free zone and within seventy-five (75) miles of CrateHop’s base of operations, a distance fee of One Dollar and Fifty Cents ($1.50) per mile beyond the free zone applies. This includes but is not limited to addresses in Mulberry, Ozark, Clarksville, Paris, Waldron, Mena, Fayetteville, Springdale, Rogers, Bentonville, Siloam Springs, and surrounding Northwest Arkansas areas in Arkansas, and Sallisaw, Poteau, Stilwell, Heavener, Tahlequah, Muskogee, Wagoner, and surrounding areas in Oklahoma. This fee is calculated automatically at checkout based on the delivery address and displayed to Customer prior to confirmation of the booking.
7.3 Out-of-Range Addresses. Addresses located beyond seventy-five (75) miles of CrateHop’s base of operations fall outside the standard delivery area. If Customer’s address falls outside this range, Customer will be notified at checkout. Customer may contact CrateHop directly to inquire whether service can be arranged on a case-by-case basis.
7.4 Separate Pickup Address Fee. Where Customer’s pickup address differs from the delivery address and the pickup address is located beyond the fifteen (15) mile free zone, a separate pickup distance fee of One Dollar and Fifty Cents ($1.50) per mile beyond the free zone shall apply. This fee is calculated based on the distance from CrateHop’s base of operations to the pickup address. Because CrateHop’s booking platform calculates distance fees based on the delivery address only, the pickup fee for out-of-zone pickup addresses cannot be automatically calculated at checkout. In such cases, CrateHop will calculate the applicable pickup fee following receipt of the booking and will issue a separate invoice to Customer for the pickup fee prior to confirming the booking. Customer’s booking shall not be considered confirmed until the pickup fee invoice has been paid in full. By completing a booking, Customer acknowledges this process and authorizes CrateHop to invoice Customer for any applicable pickup distance fee.
8. PAYMENTS AND AUTHORIZATION
8.1 Customer’s credit card or other payment method will be kept on file for the duration of the rental agreement.
8.2 CUSTOMER ACKNOWLEDGES AND EXPRESSLY AUTHORIZES CRATEHOP TO CHARGE CUSTOMER’S PAYMENT METHOD ON FILE FOR ANY AND ALL AMOUNTS ASSOCIATED WITH THE TERMS OF THIS AGREEMENT, INCLUDING BUT NOT LIMITED TO: RENTAL FEES, DELIVERY FEES, DAMAGE CHARGES, LATE RETURN FEES, MISSED APPOINTMENT FEES, REDELIVERY FEES, CLEANING FEES, AND ANY ASSUMED PURCHASE CHARGES.
8.3 All fees described in this Agreement will be communicated to Customer prior to or at the time they are applied, except where Customer has failed to return Equipment or respond to CrateHop communications, in which case assumed purchase charges will be applied as specified in Section 5.
8.4 All payments must be made in United States Dollars.
9. PROPERTY ACCESS
9.1 Customer grants CrateHop the right to enter the property at the delivery and pickup address for the purpose of delivering and retrieving Equipment at the times agreed upon by the parties.
10. INDEMNIFICATION
10.1 CUSTOMER AGREES TO INDEMNIFY, DEFEND, AND HOLD HARMLESS CRATEHOP AND ITS OWNERS, OFFICERS, AGENTS, EMPLOYEES, AND REPRESENTATIVES FROM AND AGAINST ANY AND ALL CLAIMS, LIABILITIES, ACTIONS, PROCEEDINGS, DAMAGES, LOSSES, COSTS, AND EXPENSES, INCLUDING REASONABLE ATTORNEYS’ FEES, ARISING OUT OF OR IN ANY WAY CONNECTED WITH: (A) CUSTOMER’S POSSESSION, USE, OR RETURN OF THE EQUIPMENT; (B) CUSTOMER’S BREACH OF THIS AGREEMENT; OR (C) ANY INJURY TO PERSONS OR DAMAGE TO PROPERTY OCCURRING DURING CUSTOMER’S RENTAL PERIOD.
10.2 Customer shall be solely responsible for the safe operation and use of the Equipment and for the safety of all persons using or in the vicinity of the Equipment during the rental period. CrateHop and its owners, officers, agents, and employees are not responsible for injuries occurring to Customer or to any other persons arising from Customer’s use of the Equipment.
11. WARRANTY AND LIMITATION OF LIABILITY
11.1 CrateHop warrants that Equipment delivered under this Agreement will be in good working order and reasonably clean at the time of delivery. CrateHop’s obligation under this warranty is limited to repair or replacement of Equipment that does not conform to this warranty at the time of delivery.
11.2 EXCEPT AS EXPRESSLY SET FORTH IN SECTION 11.1, CRATEHOP MAKES NO WARRANTIES, EXPRESS OR IMPLIED, INCLUDING ANY IMPLIED WARRANTIES OF MERCHANTABILITY OR FITNESS FOR A PARTICULAR PURPOSE.
11.3 IN NO EVENT SHALL CRATEHOP BE LIABLE FOR ANY INDIRECT, INCIDENTAL, SPECIAL, CONSEQUENTIAL, OR PUNITIVE DAMAGES ARISING OUT OF OR IN CONNECTION WITH THIS AGREEMENT OR CUSTOMER’S USE OF THE EQUIPMENT, REGARDLESS OF WHETHER CRATEHOP HAS BEEN ADVISED OF THE POSSIBILITY OF SUCH DAMAGES.
11.4 CRATEHOP’S TOTAL LIABILITY TO CUSTOMER UNDER THIS AGREEMENT SHALL NOT EXCEED THE TOTAL RENTAL FEES PAID BY CUSTOMER FOR THE APPLICABLE RENTAL TRANSACTION.
12. PRIVACY
12.1 CrateHop collects and uses Customer personal information for the purpose of fulfilling rental transactions and communicating with Customer regarding deliveries, pickups, and billing. CrateHop does not sell Customer personal information to third parties.
13. TERMINATION
13.1 CrateHop reserves the right to terminate or suspend Customer’s access to its services at any time, with or without notice, for any breach of this Agreement or for any other reason in CrateHop’s reasonable discretion. Customer remains liable for all charges accrued prior to termination.
14. GOVERNING LAW AND DISPUTE RESOLUTION
14.1 This Agreement shall be governed by and construed in accordance with the laws of the State of Arkansas, without regard to its conflict of laws principles.
14.2 Any dispute arising under or related to this Agreement shall be subject to the exclusive jurisdiction of the state and federal courts located in Sebastian County, Arkansas.
15. MODIFICATIONS TO THIS AGREEMENT
15.1 CrateHop reserves the right to modify or update this Agreement at any time. Changes will be effective upon posting to CrateHop’s website. Bookings confirmed prior to any modification will be honored under the terms in effect at the time of booking confirmation.
15.2 Customer’s continued use of CrateHop’s services following posting of modifications constitutes acceptance of the revised Agreement.
16. ENTIRE AGREEMENT AND SEVERABILITY
16.1 This Agreement constitutes the entire agreement between Customer and CrateHop with respect to the rental of Equipment and supersedes all prior or contemporaneous understandings, representations, or agreements.
16.2 If any provision of this Agreement is found to be invalid, illegal, or unenforceable, the remaining provisions shall continue in full force and effect.
17. CONTACT
For questions regarding this Agreement, please contact CrateHop at:
Email: hello@cratehop.com
Fort Smith, Arkansas
CUSTOMER ACKNOWLEDGMENT
By booking CrateHop’s services, Customer acknowledges that Customer has read, understood, and agrees to be legally bound by this Terms of Service and Rental Agreement.
Last updated April 3, 2026